E-services of National Postal Operators : a "Must Have" current times to ensure the functioning of the state's critical infrastructure

Purpose: The purpose of the article is to present the possibilities of implementing e-services into traditional business areas, using the example of national postal operators. The article presents the results of a study of the needs for the provision of e-services, on the one hand, and, on the other hand, presents the results of an analysis of the activities of selected European postal operators in the construction of strategies for the digitization of operations. Design/Methodology/Approach: The study used the expert method, since the problems studied were characterized by the high complexity of the problem, making quantitative measurement impossible. The problem of the study concerned the potential of the designated postal operator's infrastructure to secure the flow of information in the event of inefficiency or damage to components of the state's critical infrastructure. In addition, a study was made of the potential of the designated postal operator to provide e-services. The method used an indirect form of expression of opinions by postal market experts. The experts were tasked with answering questions that were included in a special questionnaire containing the problems discussed. It should be pointed out that one of the principles for the selection of experts was their diversity in terms of professional experience. Verification of the objective was made on the basis of the CAVI survey. The survey was conducted in the first quarter of 2023. The selection of experts for the survey was carried out using the purposive selection method. The final evaluation was carried out by 18 experts. The individual indications obtained made it possible to identify indications of the digital postal operator's commitment to the security of critical infrastructure and the development of e-services. Findings: This article examines the phenomena that are occurring in postal markets that are currently undergoing digital transformation. Understanding the new processes of digital mail handling is crucial to the smooth operation of customers of these services. The authors refer to their own research confirming the key role in the digital transformation of national postal operators. The article recommends models for serving customers from different segments of government operations. Practical Implications: The conducted research indicates that the designated postal operator, would meet the expectations for securing the transmission of information in the context of critical infrastructure. Originality/Value: The article presents the results of own desk research. The issue presented has not previously been addressed in discussions published internationally.