Industry standard

Singapore introduces a new industry standard for e-commerce

Singapore Post Limited (SingPost), in partnership with the Singapore Standards Council (SSC) overseen by Enterprise Singapore (EnterpriseSG), will launch a new standard for last mile delivery of parcels on October 31, 2022.

The COVID-19 pandemic has seen accelerated growth in e-commerce business. To meet this demand, new e-commerce platforms, payment services and last mile service providers (LSPs) have emerged over the past two years during the pandemic. This growth of e-commerce and last mile deliveries (LMD) has also raised several challenges, including data protection, the status of physical items delivered, turnaround times for LSPs, and standardized communication between merchants and end consumers.

The new standard will provide guidance to the e-commerce industry, including online marketplace operators and last-mile delivery service providers, to standardize processes and practices to improve the overall commerce experience. electronics for customers, as well as increasing operational efficiency for all stakeholders through value. chain.

Ms. Neo Su Yin, CEO of Singapore, SingPost, said, “We have seen a fundamental shift in how retailers and customers sell and buy respectively since the onset of COVID-19, giving a big boost to the e-commerce industry. As today’s world settles into the new normal, one thing is certain, shopping habits have changed for good and e-commerce will continue to be an important part of our lives and our businesses.

“At the same time, we have also seen some challenges associated with this growth, and it is encouraging to see the industry coming together to develop this standard, which will improve the experience for customers and merchants alike,” added Ms. Neo.

Mr. Venkat Shankar, Logistics Manager at Lazada Singapore, said, “Shipping and delivery plays a crucial role in e-commerce and can make or break the online shopping experience. Every little step taken to improve the buyer’s experience, whether it’s providing timely updates, shortening delivery times, or offering more convenient delivery options at the same time to both buyer and seller, adds to the experience. Lazada is a trusted e-commerce platform and has served millions of customers in Singapore over the past 10 years and we are constantly working to set new benchmarks in customer experience. We are happy to be part of the working group to provide insights to improve logistics standards in Singapore. »

Ms. Choy Sauw Kook, General Manager (Quality and Excellence) of EnterpriseSG, said: “TR 105 is part of a series of standards developed by SSC to further optimize operational efficiency and increase service delivery in the logistic. We encourage relevant industry stakeholders to adopt this new standard to standardize processes and practices and improve operations and customer service for last mile deliveries. We would like to thank the working group for contributing their resources and expertise to the development of this standard.