Chunghwa Post Accelerates 20-Digit Mail Code Implementation to Enhance One-Stop Customer Service

Following repeated mail delays after the launch of the A7 Northern Taiwan Mail Processing Center, Chunghwa Post announced today the acceleration of 20-digit mail code implementation and the optimization of customer service through a single-window dedicated response system. The delays were primarily due to a mix of 14-digit and 20-digit mail codes, while A7 machinery operates on a 20-digit standard.

Chunghwa Post established the Postal Logistics Park (A7) in Guishan, Taoyuan, where the Northern Taiwan Mail Processing Center initially faced sorting inefficiencies due to equipment and staffing issues, affecting the timeliness of mail processing and dispatch operations.

After receiving a briefing on June 8, Minister of Transportation Chen Shih-kai instructed an accelerated review and improvement. Chunghwa Post Chairman Wang Kuo-tsai immediately convened a meeting, resolving to establish a dedicated guidance and marketing team to promote 20-digit barcodes and directing the customer service center to enhance one-stop service to ensure immediate public response.

To accelerate the adoption of 20-digit mail codes—comprising the original 14-digit code plus the destination postal code—and improve automated sorting efficiency, Chunghwa Post announced in a press release the formation of a dedicated guidance and marketing team. This includes establishing preferential submission policies offering postage discounts to incentivize 20-digit code usage.

The company will also implement guidance and incentive programs for postal offices at all levels, along with performance evaluation systems, with regular tracking and oversight. For bulk customers, government agencies, and SMEs, Chunghwa Post will assist in adopting system-generated 20-digit barcodes. It will promote the use of the EZPost online mailing service for general users to pre-create 20-digit shipping manifests, speeding up counter acceptance. Additionally, self-service 20-digit barcode printing kiosks will be installed at counters to help users quickly complete mail submissions.

Regarding customer service optimization, Chunghwa Post will strengthen its single-window '0800-700-365 one-stop service.' Customer service representatives will coordinate across departments and utilize integrated databases, ensuring that callers receive direct responses from dedicated staff or follow-up calls after thorough investigation, delivering more thoughtful and efficient professional service.

Chunghwa Post noted that recent equipment optimization and gradual staffing have allowed the processing center to return to normal operations. As the company undergoes logistics transformation, it acknowledges the challenges in this transition and commits to overcoming them collectively, striving for continuous improvement to maintain public trust.