Green Paper: Future of the Post Office - Citizens Advice’s submission

Green Paper: Future of the Post Office - Citizens Advice's submission 1.12 MB

The post office network is undergoing a period of rapid change, as well as some significant challenges. The digital transition has seen many services traditionally offered by post offices now competing with online alternatives, leading to reduced footfall. The Horizon scandal has also added financial pressure and placed the institution under greater scrutiny.

It is against this backdrop that the Government, for the first time in 15 years, has consulted on its objectives for the Post Office. 

We broadly agree with all five objectives set. The Post Office has an increasingly significant role in offering alternative, non-digital access to a wide range of services to those who cannot or will not get them elsewhere. The network is an important backstop of face-to-face support for the millions of people who lack digital access or skills, or need additional guidance to navigate processes. In rural communities, it guarantees people and businesses a connection to retail and banking in areas that may not be commercially viable for other operators. The network also makes an important contribution to growth and local economies.  

However, the push for the Post Office to achieve greater financial sustainability and lower reliance on government funding will need to be balanced with the crucial role of providing services of public economic benefit. In this context, we see a continued role for some level of public subsidy - and with it, government involvement in the Post Office’s governance.

At the same time, we believe that the Post Office’s social and community role could be strengthened and expanded. This includes greater awareness-raising and engagement with other community organisations, a service to support access to post for those without a secure address, and options to tackle financial and digital exclusion.  

In terms of the future size and shape of the network, we welcome the Government’s intention to maintain the current minimum branch requirement and the 6 access criteria, with the majority of the network consisting of full-time, fuller-service branches. This closely matches people’s priorities for the post office network: proximity to a branch, and the ability to access core services and support in one location. 

We are also pleased to see the Government looking at the options around customer service targets for the Post Office. This is something we have called for, with our evidence showing that the speed and quality of service, opening hours, and in-branch accessibility are some of the biggest issues for people using or not using post offices. 

Finally, we recognise the positive steps taken to modernise the Post Office’s culture and governance in recent years. However, customer and community voices must be represented as part of any immediate or long-term governance changes. This will be crucial to ensure the institution is geared to the needs of the people and areas it serves and can adapt as these evolve - vital to fulfilling the Government’s five objectives.