Singapore introduces a new industry standard for e-commerce

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 31 October 2022.

The COVID-19 pandemic saw an accelerated growth in e-commerce activities. To meet this demand, new eCommerce platforms, payment services and last mile service providers (LSPs) emerged over the past two years during the pandemic. This growth of e-commerce and last mile deliveries (LMD) also raised several challenges, including data protection, condition of physical items delivered, turnaround time for LSPs and standardised 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 standardise processes and practices to improve the overall eCommerce experience for customers, as well as raise operational efficiencies for all stakeholders across the value chain.

Ms Neo Su Yin, CEO Singapore, SingPost, said: “We have seen a fundamental shift in how retailers and customers respectively sell and shop since the onset of COVID-19, giving the e-commerce industry a big boost. While the world today settles in the new normal, one thing for sure is that the purchasing habits have shifted for good and e-commerce will continue to be a significant part of our lives and businesses.

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

Mr. Venkat Shankar, Head of Logistics at Lazada Singapore, said: “Shipping and delivery play 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, from providing timely updates, to shortening delivery time, to offering more delivery options suited to both buyer and seller, adds up 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 for buyer experience. We are glad to be part of the Working Group to provide insights to improve the standards of logistics in Singapore.”

Ms Choy Sauw Kook, Director-General (Quality & Excellence), EnterpriseSG, said: “TR 105 is part of a series of standards developed by SSC to further optimise operational efficiency and increase the service delivery in the logistics industry. We encourage the relevant industry stakeholders to adopt this new standard to standardise processes and practices and improve the operations and customer service for last mile deliveries. We would like to thank the Working Group for contributing their resources and expertise to develop this standard.”

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