AS the year end of 2021 draws near, the effects of the Covid-19 pandemic still impact the economy and society at large.

       For those who provide their dedicated support in the postal industry, the impact is far reaching and more important than meets the eye.

       World Post Day is celebrated every year on Oct 9, the day when the Universal Postal Union was created back in 1874 in Switzerland. It was formed to allow the free-flow of postal mail worldwide.But with today’s technology where messages are sent by a touch of a button to anywhere around the world in almost an instant, it is easy to forget that the humble postal service is still very much important.

       And perhaps it is because most of us are just end points in a long line of processes, we tend to forget that the postal service, like those provided by Pos Malaysia, involves people who during the pandemic face different challenges every day.

       In pre-Covid-19, postman Ahmad Firdaus Sulaiman has to contend with inclement weather, risk of accidents and being hounded by stray dogs. — RAJA FAISAL HISHAN/The Star

       Going the distance

       Long-distance linehaul lorry driver Hazlan Ma’arof has been delivering letters and parcels for 21 years from state to state.

       “I work in shifts,” said Hazlan. “If a consignment is to be delivered to Ipoh by dawn, then that’s when I’ll make the delivery run.”

       So Hazlan has to ensure that the consignment arrives early. “I have to get there before the arrival time. And the arrival time varies – midnight, 2am or 4am.”

       Hazlan related that pre-Covid-19, all he was concerned about was to ensure the consignments were delivered safe and secure, and that he remained alert on the road.

       “Due to Covid-19, we have to follow the SOPs strictly because we are frontliners and have to perform our duties to our utmost as our jobs are crucial.”

       Pos Malaysia’s SOP adheres to government requirements, so all its employees are required to wear masks, while postmen are required to add on visors, gloves and regular hand sanitisation and washing.

       New challenges

       For a postman of 12 years, Ahmad Firdaus Sulaiman has seen his fair share of challenges.

       “One of the situations is when delivering registered mail, some of the recipients are unable or unwilling to provide verification, yet we still try our best to complete our task.”

       Verification usually requires the recipient’s last four digits from his identification number and name, and the reluctance to provide such details could be due to the rising incidence of scams.

       Ahmad Firdaus related that the inclement weather has at times hampered his duties, as well as the risk of running into accidents, or being chased by stray dogs.

       “The pandemic made delivering letters and parcels even more risky – we now usually call the customer first.

       “And while things were done differently before and after Covid, nevertheless it is our duty to perform our task the best as we can.”

       When he delivers to an address that is identified to be a Covid-19 quarantine patient, as a frontliner he has to ensure he keeps a safe distance and calls the customers first.

       “They would need to prepare a basket or a bag for us to place the letter or parcel in. We certainly feel fearful and anxious, but that’s our job.”

       En-countering resistance

       The experiences for those working behind the post office counter is certainly different, but it is by no means a walk in the park, as Muhammad Abdul Rahman Zasari would point out.

       “Post office counter services are multi-transactional. It’s not only postage, as the list includes JPJ related services, insurance renewal, services related to Amanah Saham Malaysia, Bank Simpanan, and Western Union transfers, and more.”Abdul Rahman said that normally, counter service officers need to have customer service skills.

       “We have to be careful when serving customers as not all react the same way. We also need to be trustworthy and precise as many of our transactions involve cash.”

       In the early days of the pandemic when many were still unfamiliar with the SOPs, certain customers became visibly distressed and were resistant to the precaution of physical distancing and the limited number of customers in the post office premises.

       Changing trends

       With regards to the increase in online use and the falling volume of physical letters, Hazlan said he is certain Pos Malaysia is able to garner sufficient customers for its courier segment, as it is still the premier courier service in the country.

       While both Ahmad and Abdul Rahman pointed out that although the volume of letters has dropped, during the pandemic online shopping resulted in an increase in package delivery, and this trend is likely to continue even when things normalise.Furthermore, Abdul Rahman pointed out that Pos Malaysia also reaches out to those living in the outlying areas from the cities, many of whom still rely on physical letters.

       Stamp of gratitude

       World Post Day is one day that those in the postal service can stand among the rest of the frontliners and be recognised for their dedication and service.

       In the past, the day was commemorated with a stamp and philately exhibition or the issuance of first-day cover stamps for avid stamp collectors.

       But to Hazlan, his commitment in the past 20 years is about gratitude. “I feel thankful for working with Pos Malaysia.” Ahmad looks forward to the special programme from Pos Malaysia that will involve all the branches nationwide.

       Abdul Rahman added: “World Post Day is an important day because it reminds our customers of the importance of postal service.”