With the rapid growth in eCommerce, courier services are a crucial component especially during the new normal. However, the quality of service in Malaysia leaves much to be desired and there’s an urgent need to turn it around. To fix the situation, the Malaysian Communications and Multimedia Commission has introduced PAKEJ , an action plan to improve courier and postal services in Malaysia.
According to the MCMC, they have seen a significant decline in quality of service with delivery times increased from 2.1 to 4.6 days during the MCO period. On top of that, they have received more complaints and most of them are on poor service, late delivery, and missing orDespite the increase in deliveries, courier companies have seen stagnant growth in revenue and they have to endure slim margins due to increasing price pressure.
Somewhat similar to the JENDELA plan for the telecommunications industry, the PAKEJ initiatives encourage sharing of assets and infrastructure to increase efficiency and cost of operations. The initiatives aim to deliver a quality of service that can support a projected eCommerce growth from 14 parcels per capita to 30 parcels per capita by 2025.