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“It is important for the Ministry of Transport and Communications, as a shareholder of this company, that the company’s clients are satisfied and that the reform processes underway are properly managed. We want to see how the problems and problems of socially sensitive customers will be solved, and clear answers and solutions must be provided to customers, ”Agnė Vaiciukevičiūtė, Deputy Minister of Transport and Communications, said at the meeting.
The Ministry of Transport states in the report that the head of the company presented at the meeting measures how the problem will be solved. To manage the situation, the Lithuanian Post management team has been strengthened: directors and experts in various fields work continuously, even on weekends. To solve customer problems, the number of employees in the contact center was increased, it is also open on public holidays, and a short call number (1842) was introduced. In major cities and municipal centers, post offices also serve customers on holidays and weekends.
Currently, the most urgent task is to distribute the shipments received from abroad accumulated in the Vilnius Logistics Center. They are also distributed manually, an additional shift of employees is formed.
The accumulated shipments are expected to be distributed in mid-April.
According to the director of the company, Lietuvos Paštas recently faced a multi-fold increase in the number of packages, which has increased due to the COVID-19 pandemic with the strong activation of e-commerce. International logistics problems caused by the pandemic cause a longer journey for import shipments. A major challenge for the company was the modernization of the distribution of letters and packages, which coincided with the increase in the flow of packages, on March 1. the company has fully transitioned to automated and centralized distribution. The devices launched made it possible to service the increase in shipments. However, due to unforeseen challenges, some packages and letters traveled to customers longer than usual.
It is planned to review the progress of solving the problem at the next meeting of the heads of the Ministry of Transport and Communications and AB Lietuvos paštas in the second week of April. These meetings are scheduled to take place on a regular basis.
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