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Annual Report 2020
Serving Frontliners and Patients During the Pandemic
Throughout the pandemic, demand for deliveries of essential medical items and life-saving blood supplies have increased tremendously. A special team has been established within Pos Malaysia to ensure timely and successful deliveries of these essentials.
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Our people are without doubt our most valuable assets; they determine our current as well as future performance. To help them realise their true potential, and ensure they have the competencies to drive our corporate strategies, we provide continuous training and development programmes aligned with our goals. In recent years, our focus has been to ensure our employees have the skills required to leverage digital technologies being introduced in the workplace to be more agile and address issues quickly.

SYED FAISAL ALBAR
Chairman
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Our focus now is to carry on the good momentum we had seen in Q3, FY20. Courier operations are back to normal, allowing us to win back lost market share in the e-commerce segment. Our completed transformation initiatives will also provide a solid foundation in our efforts to transform the company. We will continue to scale up our parcel delivery network and further leverage on automation. We aim to accelerate our digitalisation of retail services, while we rationalise our postal touchpoints and processing centres, transforming our ICT infrastructure and applications.

SYED MD NAJIB
Group Chief Executive Officer
Financial Highlights
REVENUE RM0 Billion
REVENUE BY SEGMENT
REVENUE RM0 Million
POSTAL
REVENUE RM0 Million
AVIATION
REVENUE RM0 Million
LOGISTICS
REVENUE RM0 Million
OTHER SEGMENTS
RM0
REVENUE PER EMPLOYEE
RM0
Per Share
NET TANGIBLE ASSET
RM0 Billion
TOTAL ASSETS
RM0 Billion
TOTAL SHAREHOLDERS EQUITY
0* Times
GEARING RATIO
* (Total borrowings + total lease liabilities) / Total equity
Sustainability Highlights
0
VILLAGES COMPRISING 0 ADDRESES-FOR-ALL INITIATIVES
Invested RM0 Million for Posmen Komuniti and Wakil Posmen Komuniti reaching 0 villages in both Sabah and Sarawak
TOTAL LOST DAY DUE
TO MAJOR ACCIDENTS
2019
0
2020
0
AVERAGE TRAINING HOURS
PER EMPLOYEE FOR GROUP
FP2019
0
Hours
FY2020
0
Hours
ACCIDENT RATIO PER 1,000
WORKERS FOR GROUP
FP2019
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FY2020
0
Non-Financial Highlights
0
EMPLOYEES
0 Million
MAIL DELIVERED
Open 0 Days
a Week
AT 77 POST OFFICES
0 Million
COURIER ITEMS
0
COMMUNITY POSTMEN AND AGENTS IN SABAH AND SARAWAK
POS LOGISTICS
0 Million
TONNAGE OF COAL SHIPMENTS
POS AVIATION
0 Million
IN-FLIGHT CATERING
MEALS SERVED
POS ARRAHNU
0
BRANCHES
INSURANCE AGENTS FOR:
0
INSURANCE
COMPANIES
0
LIFE INSURANCE
COMPANIES
GENERATED
RM0 Million
OF INSURANCE PREMIUM DURING THE YEAR
Pictures Are For Illustration Purposes Only
SUMMARY OF OUR STRATEGY
Pos Malaysia is directing its efforts towards becoming a customer centric organisation that provides a positive customer experience through the offering of excellent products and services.
2020-2023 Strategic Goals & Objectives
Easing deliveries for
online SMEs with SendParcel
Our online shipping platform SendParcel is now integrated with three major e-commerce platforms and offers domestic and international courier services to over 180,000 registered customers.
Customer service
at your fingertips with AskPos
We introduced a new chat-based customer servicing channel AskPos to keep up with evolving customer needs. Our customers can now reach us through web or mobile app for any enquiries that will be attended by our agents or resolved by a chatbot.
Convenient deliveries
with e-consignment notes
Sending parcels have been made easier with e-consignment notes, which frees customers from the hassle of manually filling up paper forms. Customers can print their e-connotes in Post Offices and Pos Laju Centres.
Pay bills and more on
posonline.com.my and Pos Malaysia mobile app
More of our previously post office-exclusive services are now online. Posonline.com.my and Pos Malaysia mobile app today feature bill payment and insurance renewal services, providing even more convenience to our customers.
Aspiring to create solutions for today’s business challenges requires Pos Malaysia to invest in building our core capabilities and transform our business that enables us to design solutions that involve:
Financial capital
  • Market Capitalisation of RM0.95 billion as of
    31 December 2020
  • RM78 million CAPEX
Manufactured capital
  • Nationwide mail and parcel delivery network
  • 810 post offices and mini post offices
  • Facilities in eight Malaysian airports
  • Six logistics warehouses
Intellectual capital
  • Sole licensee for universal postal service provider in Malaysia
  • Pos Laju the leading courier service brand
  • Largest insurance agency via post offices
Human capital
  • 22,000 employees
  • RM0.8 million invested in training and development
Social & Relationship Capital
  • Postal services in rural communities via Posmen Komuniti & Wakil Posmen Komuniti
  • New digital platforms for customers to interact and transact with Pos Malaysia
Natural capital
  • 43.3 million litres of fuel consumption
  • 62.89 GWh of electricity consumption
  • 686,148m3 of water consumption
Vision
Connecting Malaysia and Beyond For Today and Tomorrow
Mission
Build and Deliver the Network of Choice
OUR VALUES
  • INTEGRITY
  • EFFICIENCY
  • ACCOUNTABILITY
OUR CAPITALS...
Capital Inputs
Financial Capital
  • Market Capitalisation of RM0.95 Billion as of 31 December 2020
  • RM78 Million CAPEX
Manufactured Capital
  • Nationwide mail and parcel delivery network
  • 810 post offices and mini post offices
  • Facilities in eight Malaysian airports
  • Six logistics warehouses
Intellectual Capital
  • Sole licensee for universal postal service provider in Malaysia
  • Pos Laju brand as the leading courier service provider
  • Largest insurance agency via post offices
Human Capital
  • 22,000 employees
  • RM1.6 Million invested in training and development
Social & Relationship Capital
  • Postal services in rural communities via Posmen Komuniti & Wakil Posmen Komuniti
  • New digital platforms for customers to interact and transact with Pos Malaysia
Natural Capital
  • 43.3 million litres of fuel consumption
  • 62.89 GWh of electricity consumption
  • 686,148m3 of water consumption
..ENABLE VALUE-ADDING ACTIVITIES
Courier Automation & Capacity
Optimise Delivery & Entrepreneurship
Diversify Touchpoints
Digitalisation
Engage in Regulatory Reforms
Strengthen Logistics & Sustain Aviation Businesses
MATERIAL MATTERS
  • COVID-19
  • Customer experience
  • Digitalisation
  • Operational & cost efficiency
  • Government & regulatory policies
  • Socio-economic empowerment
  • Employee development & welfare
  • Emissions management
MARKET TRENDS
  • COVID-19 pandemic
  • Decline in mail
  • Growing e-commerce
  • Increasing courier competition
  • Digitalisation of society
...VALUE FOR OUR STAKEHOLDERS
Outputs
Customers
We always strive to deliver reliable and high- quality customer experience for all our services.
Delivery Network
Improved parcel delivery capacity and speed through investments in our infrastructure.
People
Highly dedicated and dynamic workforce which thrives under a healthy working environment.
Partnerships
Collaborative and mutually valuable partnerships that contributes to the company’s growth.
Environment
Strive to lower carbon emissions and waste in our operations and services in line with staying sustainable
Outcomes
Financial Capital
  • Revenue of RM2.3 Billion
Manufactured Capital
  • Mail delivered: 457 Million
  • Parcels delivered: 111 Million
  • Retail transactions: 44 Million
  • Air cargo handled: 162,961 Tonnes
  • Logistics’ SKU handled: 1.3 Million
Intellectual Capital
  • Frost & Sullivan’s 2020 Malaysia E-commerce Logistics Service Provider of the Year and 2020 Malaysia Express Logistics Service Provider of the Year
  • The Malaysian CMO Awards 2020 Gold Award for Digital Marketing
  • Malaysia Investor Relations Association (MIRA) Best company for Investor Relations (Small Cap)
Human Capital
  • 6.9 hours of training per employee
  • 545 training programmes conducted
Social & Relationship Capital
  • 4,286 rural villages in Sabah & Sarawak reached
  • Added convenience for customer service with new digital platforms
Natural Capital
  • Zero fines and penalties for environmental non-compliance
  • RM109,000 saved through energy-saving initiatives in 6 touchpoints
  • Solar project initiative scheduled to kick-off in March 2021 at National Mail Centre
Stakeholders
Economic
  • Customer experience
  • Digitalisation
  • Operational & cost efficiency
  • Government & regulatory policies
Social
  • Social-economic empowerment
  • Employee development & welfare
Environmental
  • Emissions management
* Plus Covid-19, which cut across the Economic and Social pillars
Courier automation &
capacity Scale-up
  • Initiate the building of fully automated parcel sorting centres outside of Klang Valley
  • Continue to upgrade more distribution centres
Optimise delivery &
entrepreneurship
  • Continue recruitment of riders under Pos Rider and Entrepreneurship Programme
  • Assign Pos Riders and Entrepreneurs to manage 100% of parcel deliveries in high-volume locations
Diversify touchpoints
  • Continue to expand our agent outlets
  • Revamp current Pos Mini agent model
  • Explore new ownership models to improve post office sustainability
  • Onboard more insurance partners and billers onto mobile app and posonline.com.my
Digitalisation
  • Continuous integration of SendParcel with more e-commerce platforms
  • Enhancement of our overall digital capability based on our 3-year ICT transformation plan
  • Full deployment of our new Track & Trace system
Engage in regulatory reforms
  • Continue pursuing regulatory reforms that encourage the sustainability of the courier industry
Strengthen logistics &
sustain aviation business
  • Further improve internal processes and service quality to widen scope of services and clientele
  • Adopt advanced logistics management system
  • Leverage opportunities to capitalise on existing strategic partnerships
Economic
  • Revenue of RM 2.3 billion
  • Capital expenditure of RM78 million
  • Net Tangible Asset per share at RM1.33
Environmental
  • Carbon emission intensity from vehicles reduced by 2.6% yoy
  • Carbon emission intensity from electricity consumption reduced by 3.4% yoy
Social
  • 22,000 employees
  • 6.9 hours of training per employee
  • RM1.6 million invested in training and development
  • 21.3% of employees are women
  • 4,286 villages reached under Pelan Transformasi Pos Sabah & Sarawak (PTPSS)

The new tariff, approved by the Government and implemented on 1 February 2020, contributed RM150 million towards the Mail Segment’s bottom line in 2020.

The Sendparcel project, to bring back online customers that had strayed to competitors, resulted in additional revenue of RM5 million per month or about RM60 million a year.

Strategic Cost Saving Initiatives comprised mainly:-

  • Operational Improvement (RM25 million savings for 2020)
  • Manpower Rationalisation (RM24 million savings from 2021 onwards)
  • Other Strategic Initiatives (RM6.4 million savings for 2020)

Additionally, the crowdsourcing Pos Rider and Entrepreneurship programmes created over 1,800 job opportunities in 2020 and uplifted the livelihood of employees and general public.

The need to operate sustainably has never been as evident as in 2020 when the pandemic caused severe disruptions to lives and businesses. At Pos Malaysia, it reaffirmed the values that we hold, and especially the ethos of service that permeates the entire organisation. Throughout the various iterations of the Movement Control Order (MCO), our people continued to sort and deliver mail & parcels, sustaining some normalcy in lives while providing immense support to businesses. Indeed, our two top priorities during the year were to deliver on our service obligations; and to do so in a manner that ensured the safety and well-being of our key stakeholders namely our employees, customers and partners.
Supporting the Sustainable Development Goals (SDGs):
The UN Sustainable Development Goals (SDGs) are a collection of 17 global goals set by the United Nations General Assembly in 2015. These goals form a blueprint for a better and more sustainable future for all. Nations are strongly encouraged to work towards the achievement of the SDGs by 2030.
Date
17 June 2021
Time
10:00 AM
Broadcast Venue
Dewan Sri Pos, Level 3,
Dayabumi Complex,
50670 KL, Malaysia.
We wish to inform that Pos Malaysia's 29th Annual General Meeting (AGM) on 17 June 2021 will be a fully virtual meeting. Kindly refer to our Administrative Details for more information on the arrangement of our AGM.