Our operating context
Our value chain
Our value chain is built on strong relationships with the people, partners and local communities we serve across the Netherlands, relationships strengthened by our heritage and long-standing presence at the heart of Dutch society. By understanding the interests and influence of our stakeholder groups, we can create lasting value and drive positive impact across every stage of our operations. Trends shaping our environment, including labour-market dynamics, regulatory developments, shifting customer landscapes such as consolidation and platform growth, evolving consumer expectations, and the wider impact of geopolitical developments, highlight the need for continuous adaptation and innovation. Our double materiality assessment (DMA) plays a central role in assessing the environmental, social and governance impacts of our activities.
To create a holistic view of our value chain, we examine both direct and indirect relationships. Direct relationships include those with suppliers, employees, and partners, while indirect relationships reflect broader influences on our operations. Upstream inputs include fuels, packaging, energy and services, while downstream outputs relate to the delivery of products and services and their impact on customers, consumers, end-users and the environment. By integrating DMA outcomes and stakeholder perspectives, we continue to refine our understanding of value creation across our upstream, operational, and downstream activities. These insights are reflected in the value chain infographic included in the sustainability statements, on page , supporting informed decision-making and underpins our focus on sustainable and responsible value creation.
Our role
As outlined in Our strategy chapter later in the report, we have introduced a new purpose to better reflect the role we play in a rapidly evolving logistical and societal landscape. This purpose – Connected to deliver what drives us all forward – is reflected in the attention we place on every phase of the value chain. We tailor our services to evolving customer and consumer needs throughout the process, which begins with discovery and order, followed by our three core logistics activities: collect, sort, and deliver.
Discovery
Discovery marks the first stage in the e-commerce value chain, where consumers encounter products or services that meet a need, or uncover a new one. As agentic technologies are introduced in e-commerce, the way consumers discover products is evolving, and we are closely monitoring these developments. It offers e-tailers opportunities to engage consumers and improve conversion. We support e-tailers with digital services that enhance the end-to-end experience, including the ‘Bekend bij PostNL’ solution, which reduces fraud. We see a continued role for trusted delivery and data-driven services in supporting discovery. One channel in the discovery stage to spark consumer interest is direct mail and catalogues which we deliver through the letterbox. A smooth purchasing experience strengthens the overall consumer journey.
Order
The order phase involves businesses and consumers placing orders for goods or postal services. Our broad range of business customers depend on our reliable infrastructure, including fulfilment services. Integrated digital channels and customer platforms support seamless order processing. Advanced solutions, such as address validation and our evolving digital identity capabilities, which can be used with ‘Bestellen met PostNL’ and ‘Invullen met PostNL,’ help ensure accuracy and secure interactions as these services are rolled out more widely.
Collect
In the collect phase, we gather parcels and mail from retail locations, business points, automated parcel lockers (APLs), letterboxes and directly from business customers, including returns. Some parcels and letters are also brought to us by consumers. Our large-scale collection operations draw on efficient routing and fleet solutions to reduce environmental impact and strengthen flexibility, including late in-feed options and SME collection points. Employees and delivery partners play a key role as the face of our company.
Sort
Sorting is a critical step in the logistics process. At our sorting centres, parcels and letters are processed using advanced automation and digital technologies. Accurate and efficient sorting reduces errors, supports timely delivery, and enhances satisfaction for business customers and consumers.
Deliver
Delivery is the final stage. Our deliverers and delivery partners serve homes, businesses, retail points and APLs with a strong focus on first-time-right delivery, supported by the right tools, training and data to ensure accuracy, timeliness and road safety, our top priority. Reliable delivery is complemented by convenient return options and responsive customer care. Consumer expectations continue to evolve, and so do we. We are moving from 'next day' to 'best day' delivery, combining customer and consumer preferences to unlock efficiency and margin potential, while continuing to innovate through our app, expanded interaction options and greater control over delivery preferences to create a seamless ‘happy flow’, supported by stronger customer-experience capabilities and continuous improvement across every stage of the journey.
