Fabric partnered with Australia Post to redesign the end-to-end underpaid mail experience, beginning with discovery workshops involving postal managers, revenue controllers, customer service teams and customers. These insights informed the design and delivery of a digital platform that streamlined both internal operations and the customer payment journey.

At the core of the solution was a mobile application that enables postal managers to assess and invoice underpaid articles using optical character recognition (OCR) and address matching technology, eliminating manual data entry. Fabric also introduced digital invoices with multiple payment options and a central portal that gives customer service teams immediate access to evidence and the ability to amend or reissue invoices, significantly improving customer support.

The new platform delivered measurable improvements for both Australia Post employees and customers:

• 50% reduction in the time required to process underpaid mail.
• Over 80% of customer enquiries resolved on the first contact.
• Improved payment rates through a simplified digital invoice experience.
• Rolled out to 3,000+ postal managers across 22 letter centres and business hubs nationwide within the first three months.
• Delivered from inception to full production in just six months, including legacy data migration and national rollout support.

Fabric is continuing to support the Underpaid Mail System and advise Australia Post on the future improvements of this digital platform.

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“The delivery approach with Fabric starting from the first point was a very collaborative approach, it wasn't us and them, a partner or a supplier, it was one team that was focused on the value.”

- Angus Bissland, General Manager Technology - Retail, Customer and Commercial at Australia Post

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“First results have been really great. The team members have given really positive feedback on how it’s worked. It’s increased the amount of articles that they can scan and check, really started to give them a lift-up that we thought it would.”

-Mark Pollock - GM Mail Business Unit at Australia Post