Published on September 23, 2021

The Retail Customers and Digital Services business unit forms La Poste Network as it brings together the Retail Customers business of the Services-Mail-Parcels business unit and the Digital Services business unit. 

Number 1 network of local, human and digital services

Protecting the core historical activities

The local postal coverage agreement, renewed for three years in 2023, governs the relationship between La Poste, the French State and the Association of French Mayors, with the aim of improving the quality of service, the offer and the network of 17,000 contact points. In 2023, the business line continued to modernise post offices, increase the number of postal workers and develop its partnerships with municipal authorities and local businesses. To improve the customer experience, it recruited 2,200 new account managers and bank advisors. It equipped all sales forces with individual Smartéo terminals and launched a plan to simplify processes and empower managers, saving time and improving responsiveness for customers. The opening hours of 1,000 post offices have been adapted to local economic conditions, and 500 mobile customer representatives have been recruited. The business line continued to enrich its digital services with the rollout of electronic document signature in post offices and the possibility of making an appointment with a customer advisor on And to ensure strategic alignment at all levels, it rethought its organisation, both locally and at the head office.

Accelerating growth drivers

In 2023, the business line reviewed its distribution plans to take full advantage of its various growth drivers in the postal (parcel) and banking segments. It stepped up its development among professionals with the launch of the new generation La Carte Pro, and among young people by allowing 1,100 post offices to become test centres for the written driving licence test.

Laying the foundations for future growth

In ten years, Docaposte has built a portfolio of technological assets that position La Poste as a major player in digital trust in France and Europe, in fields including cybersecurity and healthcare. It has marketed the first sovereign and industrial generative AI solution to enrich its solutions for the public sector, SMEs, and healthcare and bancassurance players. Through its alliance with Banque des Territoires, Dassault Systèmes and Bouygues Telecom, it has also launched the Numspot sovereign cloud offering.