Post Office Group CIO Rob Houghton is transforming internal and external processes of the organisation by adopting digital capabilities.
“We treat digital transformation in two ways,” says Houghton. “One is how do we transform externally, so what apps do we build, how do we improve the service and make it quicker for customers, and two is how do we transform internally, and what do we need to do within the organisation to drive digital transformation.”
On the external side, Houghton is transforming the Post Office as a platform using APIs that partners will be able to use to add new innovations. For instance, CityMapper and Amazon Alexa could link to the Find The Nearest Branch service to give customers new routes to the nearest Post Office.
Houghton also plans to adopt machine learning technology in the future to add network resilience and boost security by detecting anomalies.
“If you think of our branches as a network, it’s quite a predictive network,” he says. “Most people come in, switch the lights on in the branch and operate their computer systems, and if you look at the flow of traffic, it’s quite predictive. With machine learning, if I can learn about that network, it will help me detect and analyse problems which were affecting them much quicker.”
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