In Post We Trust

The Universal Postal Union's (UPU) Financial Inclusion Technical Assistance Facility (FITAF) is undertaking a series of studies to investigate the factors that affect the uptake of inclusive financial services through multiple channels, including digital financial services (DFS). 

The first of the series explores a key factor that helps Posts to attract, retain, and grow their customer base – trust in the Post. The study hypothesizes that increased trust in the Post as an institution leads to increased uptake of postal financial services. It also empowers and encourages customers to engage with the Post through multiple channels, including digital platforms.

The intended audience for this paper are Posts that already offer DFS and wish to extend these services; Posts that are planning deployment of DFS; policymakers (government and/or regulator) to keep them aware of the role that Posts can play in achieving policy objectives; and sector stakeholders.