Voice Mail

Tawnee Steinke, VP of Products and Partnerships at BoxC, serving as the Vice Chair of the UPU Consultative Committee (CC) reflects on how collaboration is shaping the future of global logistics. She shares how the UPU CC enables direct dialogue between postal operators and private partners, helping deliver more seamless, digitally aligned cross-border services. Ms Steinke highlights how this collaborative model allows BoxC to better understand on-the-ground realities, co-create solutions, and strengthen customer experience worldwide. She also speaks to the unique strengths women bring to leadership, from empathy and active listening to building meaningful, trust-based partnerships and approaching challenges with creativity and inclusivity. She closes with a message to women across postal services, tech and global partnerships: trust your expertise, embrace your perspective, and lead with confidence.

As cross-border e-commerce grows and countries revise customs thresholds, postal operators are adapting to a significant operational shift. In this episode of Voice Mail, Mr. Lati Matata, Director, Postal Technology Centre, UPU explains what Delivered Duty Paid (DDP) means in practical terms for Posts and customers, and why it matters now. DDP allows duties and taxes to be collected upfront and creates a smoother, more predictable customer experience. But implementing this across 192 UPU member countries and nearly 650,000 postal access points requires new systems, processes and close coordination. The conversation also explores the UPU TechCert programme, designed to ensure secure and stable integration between UPU technologies and private sector platforms. As the postal network evolves into a global digital platform, certification, interoperability and cyber resilience become essential foundations. Looking toward the 2026-2029 cycle, Mr. Matata outlines a unified UPU technology platform aimed at helping Posts diversify services, strengthen partnerships, and operate securely in an increasingly digital ecosystem.

For more than 170 years, India Post has been a trusted presence in people’s everyday lives. Today, as digital payments, e-commerce, and instant communication reshape how societies connect, the world’s largest postal network is navigating a transformation of an unprecedented scale. In this episode of VoiceMail, Ms. Vandita Kaul, Secretary of the Department of Posts, reflects on leading change within an institution defined by both its vast physical reach and its expanding digital capabilities. She shares how trust, built over generations, and the human touch remain central to India Post’s relevance in a digital world. The conversation explores how technology is enabling Posts to deliver far more than mail, from financial inclusion and citizen services to logistics, digital identity support, and innovative projects such as DigiPin and the integration of India’s Unified Payments Interface with global postal platforms. Ms. Kaul also discusses India Post’s alignment with the UPU’s strategic priorities and the opportunities for collaboration across the global postal network. While technology drives evolution, it is people-centered systems, resilience, and a strong core mission that allow the Post to continue connecting people and possibilities worldwide.

In this episode of VoiceMail, we speak with Robert Opp, Chief Digital Officer and Director of Digital, AI and Innovation at the United Nations Development Programme (UNDP), about the future of digital transformation and why its success depends on placing people, not technology, at the center. Drawing on UNDP’s work in 170 countries, Opp explains how digital systems can accelerate progress on the Sustainable Development Goals, but also how they can deepen exclusion when rights, governance and access are not addressed from the start. From the global digital divide to the need for secure digital identity and payments, he highlights the core building blocks countries must put in place to make digital services truly accessible. We also explore the unique power of the postal network, with more than 650,000 post offices worldwide, and how initiatives like the UPU’s connect.post can help ensure that even the most remote communities are not left behind in the digital age. Opp shares insights on UNDP’s AI work in Africa, the importance of data governance, and why this moment represents a critical inflection point: AI can supercharge societies, but only if the benefits are shared globally.

As mail volumes decline and e-commerce reshapes delivery, Portugal’s national postal operator has turned transformation into an opportunity. In this episode of VoiceMail, João Bento, CEO of CTT – Correios de Portugal, reflects on how one of the world’s oldest postal institutions continues to reinvent itself while staying true to its public-service mission. Drawing on his background in engineering and systems design, Bento explains how a culture of problem-solving and precision helped guide CTT through a deep modernization journey. From rethinking its nationwide network as a platform for services to building in-house engineering capacity, CTT has blended agility with tradition to meet the needs of a digital economy. Bento also shares his belief that while technology changes systems, people sustain culture, and that the postal sector’s enduring purpose lies in connecting citizens and businesses in tangible ways, no matter how digitized the world becomes.

The 28th Universal Postal Congress will bring together 192 member countries to decide the future direction of the global postal sector. In this episode of Voice Mail, Siva Somasundram, Director of Policy, Regulation and Markets at the UPU, offers a clear look at how the highest decision-making body of the UPU is being prepared, from shaping the agenda and proposals to supporting member states in the lead-up to key decisions. As a plenipotentiary meeting, Congress plays a vital role in defining the UPU’s strategic direction, regulatory framework, and development priorities for the next four years. Somasundram explains what it takes to coordinate this process, from managing the flow of proposals submitted by member countries to organizing outreach that ensures informed and active participation. This is an inside view of how global postal policy is negotiated, decided, and translated into action for the years ahead.

In this episode of Voice Mail, we explore what it means to host and prepare to chair the 28th Universal Postal Congress through the perspective of Tariq Al Wahedi, 7X Group Chief Executive Officer and Chair-designate for the upcoming event. He reflects on the opportunities for collaboration and exchange that Congress can enable, and why this moment matters for the future of the postal sector. From informal networking to formal decision-making, Al Wahedi underscores the importance of bringing member countries together to engage directly on shared priorities and challenges. This episode offers a behind-the-scenes look at Congress planning from a host perspective, and insight into how leadership and coordination come together in a multilateral setting.

Marine biologist and ocean climate advocate Carissa Cabrera joins us to talk about ocean conservation, youth engagement, and the importance of storytelling in driving global action. Drawing a powerful link between the work of the Universal Postal Union and the ocean movement, Carissa highlights how multilateral frameworks must be paired with bottom-up, community-driven accountability to truly deliver results. Speaking as a juror for the 2025 International Letter-Writing Competition, Carissa reflects on the voices of young people who imagined themselves as the ocean, calling on humanity to care. Their words, she says, reveal not only deep empathy but a shared determination to act. With over a decade of experience in science communication, Carissa also explores how creative expression, through letters, social media, or digital campaigns, can transform awareness into action, and how small, personal stories can influence global change. This conversation is a reminder that youth are not just the leaders of tomorrow, they are shaping the future today.

Digital identity is far more than a practical tool – it is a crucial factor for financial inclusion and access to digital services. For people without an ID, those in remote areas, and many women, digital identity is key to accessing essential digital services. People without official identification are often invisible to systems, digital identity offers a path to recognition. Visa has made it its mission to develop solutions that enable accessible, secure, and inclusive digital financial systems. Through its partnership with the UPU, Visa can further amplify its efforts to empower underserved communities. In this episode of Voice Mail, Marie Austenaa, Head of Digital Identity at Visa, explains how Visa supports initiatives aimed at advancing women in the digital financial space – because empowering women benefits not only them, but also their families and communities. In this context, post offices play a crucial role as trusted partners in verifying digital identity. It becomes clear that digital identity is about much more than safely verifying one’s identity online - it is a tool that enables access to healthcare, education, and economic participation.

Seventy percent of the Earth is covered by the Ocean, yet only 26% of the seafloor has been mapped, and just 25% of marine species have been identified. This highlights how little we truly know about the Ocean — and even that limited knowledge is constantly evolving due to climate change, overfishing, and habitat loss. Why does understanding the Ocean matter so much? Vidar Helgesen, Executive Secretary of the Intergovernmental Oceanographic Commission (IOC) of UNESCO, joins Voice Mail to share his perspective. He explains why it is vital for us to "face the Ocean" and how strengthening Ocean literacy across all countries is essential for the future of our planet. Vidar Helgesen also discusses his role as a jury member for this year’s International Letter-Writing Competition, organized in partnership with the International Maritime Organization (IMO), and offers insights into what he'll be looking for as both an Ocean expert and a writing enthusiast.

With 80% of cross-border e-commerce transported by air, air cargo is a cornerstone of global trade. Beyond enabling these economically vital exchanges, air transport fosters development, creates jobs, improves infrastructure, and drives global connectivity. Since its founding in 1945, the International Air Transport Association (IATA) has played a key role in shaping the air transport industry. Representing 320 airlines and 83% of global air traffic, IATA focuses on setting global standards, improving operational efficiency, and addressing the evolving challenges of the aviation sector. Its partnership with the UPU is nearly as old as IATA itself. For seven decades, the two organizations have worked together to align postal and aviation processes, address safety and security concerns, and enhance the seamless exchange of data across the supply chain. In this episode of Voice Mail, André Majeres, Head of E-Commerce and Cargo Operations at IATA, explores how air cargo underpins cross-border e-commerce, a market projected to account for one in three parcels globally by 2027. He discusses IATA’s key priorities – safety, security, digitalization, and sustainability – and emphasizes that open collaboration among all supply chain stakeholders, innovation, and seamless integration are essential to the persistent vitality and relevance of post-airline cooperation.

Illicit drug trafficking is a shadowy industry with devastating impacts: depleting socioeconomic resources, disrupting trade, fuelling corruption, and eroding social cohesion. Its ripple effects extend across health systems, public infrastructure, and even the environment – deforestation and soil degradation are just some of its hidden casualties. In 2024, nearly 300 million people worldwide were reported to use drugs (UNODC), underscoring the urgent need for coordinated action. This transnational challenge evolves rapidly, with traffickers exploiting ever-changing routes, methods, and substances – most alarmingly, synthetic opioids. These potent drugs, traded in minute quantities, are hardly detectable, presenting unprecedented challenges for enforcement agencies. In this episode of Voice Mail, Ian Kerr speaks with Jagjit Pavadia, Board Member and former President of the International Narcotics Control Board (INCB), to uncover how global cooperation can outpace criminal ingenuity. Pavadia shares insights into international partnerships, innovative technologies, and the critical role of the postal network in combatting illicit trafficking. From risk profiling and real-time intelligence sharing to training postal operators to detect illegal substances – even hidden in the heels of stiletto shoes – this episode explores actionable solutions to a pressing global crisis.

In an era defined by technological transformation and shifting economic landscapes, the challenge of ensuring equitable global development has never been greater. Trade, when facilitated effectively, can be a powerful tool to bridge divides and foster sustainable growth, but only if all countries – especially developing ones – can participate fully. Ahead of its 60th anniversary, the United Nations Conference on Trade and Development (UNCTAD) is leading the charge to make global trade more inclusive. In this episode of Voice Mail, we sit down with Rebeca Grynspan, UNCTAD’s Secretary-General, to explore how the organization is supporting developing countries in navigating the complexities of the digital economy and ensuring no one is left behind. Grynspan discusses how UNCTAD’s collaboration with partners like the UPU is helping to reduce barriers for small businesses and empower women entrepreneurs through initiatives like eTrade for Women. Grynspan is certain: even in the rapidly changing world, trade can remain a force for good, if we ensure that the weakest can also have a seat at the table.

How can the art of writing be kept alive in an era when all communication is done digitally? Once indispensable for distance communication, letter writing used to serve as an important educational tool that developed children’s cognitive and creative capacities, teaching them how to organize and articulate their thoughts. As a more humane and empathetic means of exchange, letters also used to facilitate international connections in spite of differences – something the world increasingly needs today and which is harder to attain through digital messaging only. Ahead of the UN Summit of the Future in September 2024, the UPU partnered with the United Nations Children's Fund (UNICEF) to ask children from around the world about their vision of and hopes for the future through the UPU’s flagship International Letter-Writing Competition. Just a few weeks ahead of the deadline for submissions, the UPU sat with June Kunugi, Director of Public Partnerships at UNICEF, a professional journalist, and one of the competition’s jury members, to discuss how the initiative supports UNICEF’s mission to advocate for children’s rights. In this latest episode of Voice Mail, Kunugi highlights how UNICEF’s engagement in the competition will help increase opportunities for children in the most disadvantaged and remote communities, how to turn the risks of technology into new opportunities for youth’s engagement and empowerment, and how we should all work together to ensure that the voice of every child is pronounced and listened to.

According to the Global Gender Gap Report 2023 (World Economic Forum), not a single country has yet achieved gender equality. While some countries approach it, sharp disparities persist at the global level, making it imperative not only to accelerate overall progress, but also to help those lagging behind catch up. More than a decade ago, Australia took an important and exceptional step in this direction by creating a dedicated foreign service position to advocate for gender equality outside its borders. Considering gender equality as a crosscutting issue, Australia also takes an active stance in advancing the women’s empowerment agenda in various international fora, including the UPU. By putting forward a number of initiatives and innovations, including nominating a UPU Gender Equality Champion, the country is demonstrating its interest in discussing gender equality in the post, as well as its readiness to take the lead in making it happen. For its annual International Women’s Day special, Voice Mail has invited Stephanie Copus Campbell, Australia’s Ambassador for Gender Equality, to talk about her wide-ranging portfolio and how the postal sector plays into it. In a conversation with Ian Kerr, she explains why, despite setbacks and challenges, fighting for gender equality will benefit all.

The evolution of cross-border communication has undoubtedly shaped the world as we know it today. The fast increase and diversification of communication flows, socioeconomic globalisation, and growing migration and mobility would hardly sustain without innovative political arrangements and new ways of international cooperation. In 1874, the newly founded Universal Postal Union not only harmonised these processes, making exchanges easier, cheaper and safer, but, together with the International Telegraph Union, stood at the origin of global multilateral governance. Throughout years, the UPU endured crises, wars, economic instability, health, climate, and other types of emergencies, while working to keep its original promise of facilitating communication between peoples in the face of a rapidly changing world. The upcoming UPU historians’ colloquium presents the first-ever opportunity for the postal and academic communities to come together to reflect on the global past of the UPU. Dr Léonard Laborie, Historian at the National Center for Scientific Research (CNRS), UMR SIRICE, one of the colloquium’s co-organisers, discusses how and why the UPU emerged as a forerunner of global connectivity, how it shaped and was shaped by international politics, and why cooperation among postal operators will remain the key to the organisation’s lasting vitality.

Technology and integration are redefining the postal market. In quest of ways to diversify their services and remain competitive, posts, big and small, are forging new partnerships and adopting unconventional, high-tech solutions which help them generate new revenue streams and improve customer experience. In October 2023, the UPU brought together seasoned postal experts and senior executives within a new format of its World Leaders Forum to get a first-hand account of this new postal reality, the solutions that work and the challenges that remain. On the sidelines of the Forum, UPU Voice Mail host, Ian Kerr, spoke to postal CEOs and UPU Consultative Committee members about the future of logistics and how public-private collaboration can make it brighter for everyone. On this special podcast edition, Tawnee Steinke, Head of Global Strategic Partnerships at Zonos, identifies three main trends that are going to change cross-border logistics; Charles Brewer, CEO of Pos Malaysia, shares his experience of pioneering green technologies in the country and driving change in the broader market; and Mariella Buisson, CEO of Seychelles Postal Services, explains how small postal operators can use technology to become a one-stop shop for citizens.

In 2019, Austrian Post disrupted the centuries-old philatelic market with the issuance of the world’s first crypto stamps. With its unique credit card shape, particular unicorn design, and special security features, crypto stamp 1.0 was well-met by collectors, selling out within days and changing the world of philately forever. Its association with blockchain and vague connection to cryptocurrencies, notorious for their volatility, did not let the innovation escape controversy, especially when it comes to protecting and harmonising the newly-born and rapidly growing field of digital philately. Four years and numerous crypto stamp issues later, the UPU invited the team behind their creation – Patricia Lieberman, Head of Philately at Austrian Post, and Michael Dorner, CEO of a crypto stamp manufacturer and UPU Consultative Committee member, Stampfinity – to recount the story behind the production of the famous unicorn stamp and the challenges of introducing innovation to a highly traditional field. We discuss the meticulous process of finding the right product to meet market needs, the intricate technology behind crypto stamps, changes in collector demographics, and the importance of collaboration and standards for successfully revitalising the postal industry.

In Saudi Arabia, a young and ambitious country strategically positioned at the intersection of three continents, the postal sector shares the dynamism, ambition, and boldness of the nation’s Vision 2030. In recent years, the country’s postal services have undergone profound transformations, including transferring the authority for the sector from the Ministry of Communications to the Ministry of Transport and Logistics, allowing data to take centre stage in setting postal strategy, diversifying the post into healthcare, and supporting government services for improved quality of life. These strides do not only dramatically increase the postal value proposition to customers, making the post more relevant, but they also put Saudi Post in the spotlight as a regional leader and an interesting global success story. The post views seizing the opportunities of digital transformation, using technology in new and creative ways, and forging forward-looking partnerships as fundamental elements in the success of its new business model. Just a few days ahead of the historic UPU Extraordinary Congress in Riyadh, Ian Kerr spoke to H.E. Anef Abanomi, President of Saudi Post, about how the postal operator is turning into a touchpoint between government agencies, businesses and their customers, what digitalization has to do with it, and what hosting the global postal community means to the country.