1. 1 Technologies, usages and new business model Mr. El Hadj Gley, CEO & Chairman - La Poste Tunisienne Montpellier ( France) 22 Novembre 2005

2. 2 I. Tunisian Post : Who are we ? New services based on ICTs : 1999 : 1% 2006 : 20% New services in term of turnover 2003 : 15% Financial Services 45% Mail and logistic services 55% We make the most profitable use of ICTs by Public-Private Partnership opportunities Works in Tunisi@ : an emergent country with favorable Business and ICT environment TUNISIA Public business operator : commercial statue since 1999 3 monthsA new integrated service each

3. 3 II. Developing e-Business activities, … The puzzle of 5 Cs (Challenge) C 1 C 2 C 3 C 4 C 5 Connectivity Capacities Content Capital Cooperation Internet, PCs, new channels for companies Capacity building, ICT environment, legal framework, e-logistics Advanced applications in business process, Content management systems, online services, e-learning & training Finance resources for ICT infrastructure, Software applications, ICT Capacity building South-South partnership opportunities, Triangular cooperation

4. 4 III. Favorable ICT environment and legal framework to promote competition, economic efficiency, private sector e-Commerce, e-Business; enabling legal framework - 2000 : Electronic Business & interchange Act, law n° 2000-83 - 2000 : Creation of National Certification Authority - 2004 : Computer Security Act, law n° 2004-5 Personnal Data Protection - 2002 : Amendment of the Constitution, - 2004 : Law on privacy protection, legal recognition of the digital signature and electronic documents - 2000 : law 2000-57 Techno parks - 2001 : Law on Techno parks - Techno park El Ghazala (40 IT companies, 1600 Engineers) - Under building : 10 new Techno parks Cyber parks : 8 Cyberparks for teleworking - Kef, Gafsa, Kasserine, Monastir, Siliana. (100% used) - Kairouan, Bizerte et Hammam Sousse under construction - One cyberpark for each territory department ICT contribution in GDP : 8% in 2009 Tunisia example Telecom reform : - 2001 : new Act, law n°2001-1 - Creation of National Telecommunication Regulation Authority

5. 5 IV. Using ICTs to improve services for all : the case of Tunisian Post - Why ? Increase revenue Increase the Productivity of the economy Modernization of postal services : Reducing of costs : 10 % to 30 % - An ambitious strategy based on ICTs : On-line Services e-Shops / e-Counter / Secure e-mail e-Logistics Track & Trace DHL, FedEx, DPD,… partnerships e-Learning e-Management e-Finance e-Payment Postal e-Business Strategy Hours/Dayssec/minutes

6. 6 IFS Eurogiro Western Union Swift 2004 results - operations : 513 000 - amount : 347 Millions $ Mandat minute Student grant 2004 results - operations : 1 021 000 - amount : 223 Millions $ an electronic payment platform to serve social security pensions 2004 results - operations : 3,3 Million - amount : 700 M$ Electronic solution for money transfer from abroad e-Pensions Internet Banking : CCPNet for SMEs www.ccpnet.poste.tn  9 first months 2005 : 306 million USD of on-line transfers  Account balance, on-line transfer 2005 results + 25% 2005 results + 67% 85% of Money orders are payed in 24 hours E-Counter : an electronic front-office with integrated computer applications Savings Bank accounts Money orders Bill payments Registered letters Stamps Secured electronic mail boxes Prepaid cards,… 150 000 Electronic operations per day 1. e-Finance & e-Payment services via Postal E-Counter 2005 results + 20 % Domestic Electronic money order

7. 7 2. e-Commerce & e-Governement : Postal On-line services via Internet e-Payment solutions : e-Dinar as an Electronic Purse e-Dinar Cyber-transactions Doubling each year  A multipurpose payment mode for :  Internet purchasing goods and services  ATM money withdrawal  Point Of Sale payment (POS)  Prepaid virtual card, anonymous and accessible to both holder or not of a banking or postal current account  on-line payment means (credit and bank card) not commonly used  B2C and G2C e-Business requires mass payment tools  e-Business needs a multi-purpose payment mode e-DINAR : What is it ?  Internet: Refill card, Internet Banking  ATM : VISA Card, Postal or Bank Card  Refill means : e-DINAR : Whom does it serve ?  Contributed to creating an e-business culture  Contributed to promoting e-business Operating systems because

8. 8 Electronic Bill payment and presentment solution via Internet Potential Market Viewing and paying bills via Internet : telephone, water, electricity, ADSL... Start up : 2003 30% of invoices payed at the post offices On-line sale of tickets  Entry tickets to football stadium  Entry tickets for the World championship of Handball « Tunis 2005 » e-Commerce facilities : 200 e-Merchants connected to the postal payment platform @ Distance Registration @ universities without moving  Using postal electronic purse e-Dinar  Distance Services offered : (300 000 students)  Distance registration, Transportation distance subscription, Booking in university cities  2005 : 30 000 registered students  2006 : all students e-Tax returns (Teledeclaration) : « e-Tasrih » 2005 ( 8 first months) : 600 million USD payed on-line by companies

9. 9 Hybrid Mail platform receiving, processing, printing electronic data (bills, …) and delivering by physical or electronic mail. Start up: 2004 Automated processing of 12 million letters in 2005 Main customers : Post, 3 Banks, Electricity, Phone,Social Security,… Tunisian Post Companies Web telegram : - secures web platform for B to C mail and C to C, - Track and Trace of mail Startup : 2004 10 leading bank companies and several finance and administrative enterprises have subscribed to this service. 1.000.000 telegrams in 2005 Managing and following up express couriers & parcels  Customers : Companies, enterprises, factories, …  Advantages for firms Business Rapid Poste & Tracking solutions using IPS Solution  Combine physical and electronic business process  Managing & following up express & parcels  On-line pick up booking  Managing the address book of recipients  Security : authentication with digital certificate, bar code labels  Electronic Manifeste for outbound shipment  Achievements  3200 affiliated companies 3. Electronic Postal Services - Mail, parcels & Logistics -

10. 10 4. e-Learning & CRM  Tunisian Post Virtual School :  TRAINPOST (International Distance Learning) :  hosted by Tunisian e-Learning Platform  30 countries connected  60 courses  14% of employees registred  Levels : - Bac  Bac + 2 - Bac + 2  Bac + 4 - Bac + 4  Bac + 6 CRM : Call Center Services : Push and Pull 1/ Information 2/ Customers support 3/ Track and Trace for Express Mail 4/ Telemarketing 1828 Activity : 300 000 phone calls in 2005 e-Learning

11. 11 V- Lessons to learn for the future : a tough job but promising future Cooperation and Partnership  UPU Cooperatrion in ICTs through Regional Deployment of Postal Technology Center in Tunis e-Solutions accelerates postal revenue growth :  An average income postal growth (1999-2004 : 11%) (Pulled by using ICTs in business process + combine physical and electronic channels) Average Income +11%+11% 123  Staff Supervision ratio : 14% (tripled in 5 years) Electronic Postal Services requires Public-Private Partnership

12. 12 VI. World Summit on the Information Society Tunis 2005 1. Participants : more than 23 000 participants  Governments  Private Sector  Civil Society WSIS Tunis 2005 : an important event to improve ICT4all –More than 300 exhibitors 11 000 in Geneva 3. Parallel events - 308 Parallel events organized 2. ICT4all exhibition  Tunisia hosted the second phase of the WSIS : 16-18 November 2005.  Historical opportunity for bridging the digital divide between countries Advanced applications in business process, Content management systems, online services, e-learning & training…  Bridging the digital divide – Connecting the World FROM : FROM : ICT penetration and Internet connectivity (fixed phone, mobile phone, Internet,…) TO TO : Access to advanced e-applications, e-Content  Digital Divide Appr. 800 000 villages around the world without any kind of connection U.N. Goal : connecting communities worldwide by 2015 ?

13. 13 4. Results of the Summit : Adoption of Tunis Commitment - Implementation of the digital solidarity agenda - promoting the inclusion of all peoples in the Information Society Creation of a Voluntary Digital Solidarity Fund Creation of an Internet Governance Forum IGF 1 2 3 Implementation and follow-up of Tunis Agenda for the Information Society - C1. The role of public governance authorities and all stakeholders in the promotion of ICTs for development - C2. Information and communication infrastructure - C3. Access to information and knowledge - C4. Capacity building - C5. Building confidence and security in the use of ICTs - C6. Enabling environment - C7. ICT Applications · E-government, E-business, E-learning, E-health, E-employment E-environment, E-agriculture, E-science - C8. Cultural diversity and identity, linguistic diversity and local content - C9. Media - C10. Ethical dimensions of the Information Society - C11. International and regional cooperation C 7 Content C 11 Cooperation C 4 Capacities C 2Connectivity 4

14. 14 Mr. El Haj Gley Mr. El Haj Gley dg@poste.tn CEO & Chairman of la Poste Tunisienne Thank You www.e-fleurs.poste.tnwww.souk-artisanes.org.tn Handicraft