5/18/2026
From vision to realization – interview with the Director Zoran Anđelković
In the postal sector, one of the core industries undergoing incredible changes, we asked the Acting Director Zoran Anđelković to discuss how Pošta Srbije is keeping up with current trends and what has changed since his appointment. Director Anđelković spoke about the results achieved, development directions and key projects in the current business year, explaining how they represent strategic investments for the future.
How would you assess the progress of Pošta Srbije over the last two years, and how well does it keep up with Europe and the world?
Since taking office in May 2024, I have dedicated myself to changing the strategic approach of our company. First of all, it was necessary to assess the current state and determine how technological processes are unfolding, where I recognized as a necessity and my obligation a complete shift towards innovation, digitalization and the application of artificial intelligence, as well as the promotion and further development of e-commerce.
Together with the management and associates, I launched technological improvement processes and initiated the introduction of modern solutions into the system and operations. In the field of digital transformation and implementation of new technologies, we have achieved numerous improvements, thereby demonstrating that we not only follow trends, but also lead the way in relation to the region and numerous European postal operators from developed countries.
We have applied modern information and communication technologies, robots, parcel lockers, automation machines, the development of electronic communications and artificial intelligence in processing and delivery and used them for further automation of processes, the creation of new services, the implementation of traditional ones and their complete transformation. In response to the explosive growth of e-commerce, we have adapted the organization and improved the delivery fleet.
In line with the expectations and modern needs of our customers, we will continue to build capacities for new jobs and further modernization in all segments. Digitalization, robotization and artificial intelligence remain the most important sectors for us this year and in the years to come.
What are the leading projects in that field for this year?
This is primarily electronic delivery, in the form of the new digital service eMailCarrier, but other related projects are also significant - the development of the parcel locker network, increasing the share of electric delivery vehicles, ePrescription in private healthcare institutions, and the application of artificial intelligence in our Contact Centre. Along with the development of infrastructure, skills and business operations, these are just some of the key projects and services that we will insist upon. After their introduction, I am convinced that we will skip another digital decade.
As a result of the successful engagement on introducing amendments to the Law on Postal Services last year, with the full support of the line ministry and the Office for IT and eGovernment, eDelivery became a reserved service. With all the software solutions it entails, it is another confirmation of our status and an important milestone in digital development.
eMailCarrier enables the receipt and transmission of electronic messages, i.e. the delivery of letterpost communications, invoices and other electronic documents to recipients in the Citizens’ Unified Electronic Mailbox on the eGovernment Portal. This significantly digitalizes the provision of traditional postal services, and also contributes to taking an active control over the digitalization of delivery.
The service, which we have the exclusive right to offer to utility companies, telecommunications companies, banks and other business entities that issue invoices and send letterpost communications, notifications and other important documents to customers, allows the customers to receive all digital postal items in one place, in a simple and secure manner, with delivery confirmation. There are close to 2.8 million of our citizens with registered profiles on eGovernment, which is an extremely large potential.
Initiated and designed based on the assessment of further reduction in the physical volume of classic letterpost items in recent decades, eMailCarrier brings completely new opportunities to the market for the development of digital services and services related to e-commerce, as well as the further development of competition.
How will the ePrescription service in private healthcare institutions improve traditional prescription issuance and speed up the process for patients?
This is a service that we developed and offered to private healthcare institutions in a public-private partnership, based on an agreement on business and technical cooperation with the companies Nites and Medit.
Implemented and functioning in the same way as in the public sector, the modern software solution enables the prescribing and implementation of electronic prescriptions in private healthcare institutions, just like in public ones. It improves integration between healthcare institutions, simplifies the process for patients, improves dispensing control and prevents overuse of medications.
For the purposes of implementing this service, which benefits healthcare, patients and the state, employees of Pošta Srbije have been trained and licensed to provide it. They are now working in the field, bringing the service and its benefits closer to potential and future users, private healthcare systems and institutions, hospitals and outpatient clinics.
What challenges have you faced in e-commerce, what is the response to the constant growth in physical volume of postal items and competition from courier services?
E-commerce recorded peak growth during August and September 2024, when all courier services faced numerous challenges, followed by new growth in 2025, while expectations are that the trend of stable growth will continue in the current year. Pošta Srbije quickly adapted and invested in increasing the capacity for receiving postal items. In the fiercest competition in the express services market, we provided all the conditions and recorded the highest acceptance and delivery of postal items from the Chinese e-commerce platform Temu, when this company entered the Serbian market.
By robotizing the five most important postal centres in Belgrade, Novi Sad, Niš, Kragujevac and Kraljevo, which took over mail sorting for post offices in the surrounding towns and the wider area, the sorting capacity was increased from 8,500 to 25,500 postal items per hour. We enabled faster and more accurate processing, shortened delivery times, significantly reduced manual labour and made everyday tasks easier, while preserving jobs.
This is not just an innovation and success that marked the previous year, but a strategic investment recognized at the European and international level in the form of PostEurop’s recognition in the category of the best technological innovation for 2025.
Additional acceleration and facilitation of the movement of postal items was enabled by the implementation of the automation of electronic declarations for postal items in the customs clearance procedure, which was allowed by the development and implementation of the PAP software, through the global programme of the German Agency for International Cooperation GIZ. The PAP project enabled customs supervision to be carried out to the greatest extent on the basis of electronic advance data, allowed for international postal items to arrive faster and for customers to be more satisfied, because 99.9 percent of items that arrive at the customs clearance post today are already delivered to the customers the following day. This completed a complex process, related to the robotization of processing procedures and the development of the parcel locker network.
We have renewed our delivery fleet largely with electric delivery vehicles and electric mopeds and with 810 new bicycles, and in the first half of this year alone we have collected and expect a total of 518 new vehicles, including 330 electric ones, intended for our Post Express and regular delivery. In addition to modernizing and developing the network, which directly affects the development of express, parcel and digital services, we are environmentally responsible and support sustainable development.
Based on measuring customer satisfaction, Ratel's 2025 survey showed that the highest quality, most used and best rated courier service is Post Express. And we will not stop there. In the express delivery services market, where we have so far occupied a share of about 30 percent, with the investments and activities I have mentioned, we are opening up space for positive trends and a significant increase in market share. In the current year, the plan is to achieve express growth of 17 percent compared to the previous year.
In what other ways is Pošta Srbije automating processes and shortening the path to end customers in connection with the growth of e-commerce?
We have also significantly improved our delivery capacities. The largest national network of Pošta’s parcel lockers will soon reach a thousand or more at the most frequented locations, where recipients can collect their postal items at places nearest to them and at a time that suits them best. In cooperation with LIDL and NIS petrol and Gazprom, we have provided new parcel lockers at new busy locations for collecting postal items by paying upon collection, and we offer customers the convenience of collecting their items while carrying out their daily tasks.
We plan further expansion, and the goal is to provide every populated area in the country with a modern parcel locker.
We will initiate an amendment to the existing law that requires the installation of mailboxes during the construction of buildings. In line with modern needs, the legal solution should foresee and introduce a new solution in the form of parcel lockers, in place of classic mailboxes, which would be provided by Pošta Srbije, while the investor would be obliged to provide the conditions for their installation.
What does the application of artificial intelligence bring to the work of the Contact Centre, why is it important in communication with customers?
Modern call centres around the world include artificial intelligence tools, and it was urgent to implement them here in order to improve efficiency and reduce waiting times. Especially since the customer service of Pošta Srbije is among the largest in the country and receives an average of 50,000 calls per month.
Expanding the Contact Centre with artificial intelligence tools enables the integration of all communication channels. It will ensure that customers receive quick answers to the most common questions, access services without waiting for an operator, and allow for the customers to be guided through established procedures, and for new requests to be redirected to an operator.
The new Contact Centre will be available 24 hours a day and support a minimum of 35 simultaneous calls, while artificial intelligence will record new operator responses and remember them for the next opportunity for the same request. This will significantly increase quality and customer satisfaction.
At the beginning of the third year of your mandate, what would be your message to your employees?
Every stable system is based on people. Human capital and the human aspect behind the postal transport system remain our focus. We will continue to work to ensure that our customers and employees are satisfied, that their jobs are secure, that they are trained, that they develop, and that they are adequately valued and rewarded.
We have achieved good business results, for which I must highlight the contribution of our employees. We have ensured an increase in total income by 22 percent compared to the period two years ago, we have ensured the payment of salaries from the entire profit generated in the previous two years, the payment of solidarity assistance and an increase in that amount for the current year. We have provided permanent employment for 766 employees, and through investments in infrastructure and working capital, we have ensured better working conditions. Our intention is to continue to improve the material position of employees every year, in accordance with business plans, with the clear goal of following the growth of income proclaimed in the Serbia 2030 programme.
We remain consistent and our mail carriers and delivery employees will be of service and good neighbours to residents in the most remote areas. While we strive and develop a system for the most perfect last-mile delivery, the end customer remains at the centre of our business operations and activities. We will not allow them to lag behind technological progress, but will persist in taking care of everyone, including citizens who are not familiar with modern technologies.