What are the four objectives for service providers under NCPIL?

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The four objectives for service providers under NCPIL are reachability, reach, relevance, and resilience.

The National Postal and Courier Industry Lab (NCPIL) has outlined four key objectives for service providers within Malaysia's courier industry. These objectives aim to address a noted decline in service quality, user experience, and profitability, despite an increase in patronage. The Pakej action plan, introduced by the Communications and Multimedia Ministry, serves as a framework to upgrade the industry and ensure these objectives are met.
Reachability and Reach

Reachability and reach are fundamental objectives under NCPIL, focusing on the extent to which services can be accessed and the geographical areas they cover. This implies a need for service providers to expand their operational footprint and ensure that their services are accessible to a broader customer base across the nation. The initiative seeks to enhance the network capabilities of courier companies.
Relevance and Resilience

Relevance signifies that services offered by providers must align with current market demands and evolving consumer needs, particularly in the context of economic digitisation. Resilience pertains to the industry's capacity to withstand and adapt to challenges, ensuring sustained operations and service delivery even amidst fluctuations or disruptions. This objective is crucial for the long-term health and stability of the courier sector.
Addressing Service Quality Decline

The Pakej action plan was initiated following observations by the Malaysian Communications and Multimedia Commission (MCMC) of a significant drop in courier service quality between the end of 2019 and 2020. Reports indicated that approximately 86 percent of customer companies experienced issues such as poor service, delayed deliveries, and lost packages. The average delivery completion time also increased from 2.1 days to 4.6 days during this period.
Combating Unhealthy Industry Practices

A key concern highlighted by the ministry is the issue of price dumping or undercutting, identified as a primary problem contributing to the industry's unhealthy development. This practice, where companies lower prices unsustainably, hinders their ability to invest in digitisation and service quality improvements. The Pakej action plan aims to create a more sustainable environment where companies can focus on enhancing services for consumers.

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What are the four objectives for service providers under NCPIL?

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