The impact of digitalisation on employee workload in postal service operations
Ahuja, Gurseet Singh (2026)
Kandidaatintyö
2026
School of Engineering Science, Tuotantotalous
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe2026052756613
https://urn.fi/URN:NBN:fi-fe2026052756613
Tiivistelmä
New technologies also influence the global postal industry. Postal service providers all over the world apply new digital tools to increase efficiency of parcel delivery. For example, parcels are automatically sorted, routes are optimized and with the help of GPS tracking and online real-time monitoring, parcels are delivered faster. So far, however, there is little information on the impact of digitalisation on employees in the postal service department of postal services.
This bachelor’s thesis investigates the impact of digitalisation on the workload of employees in postal service operations. The main goal of this study is to describe how digital tools influence the workload of employees in postal service operations. The study also seeks information on the used technologies and their influence on volume and intensity of work.
The study is a systematic literature review (SLR) of existing research conducted and published in the above-mentioned databases and reports such as Scopus, Web of Science, LUT Primo and European reports between years 2019 and 2026. The findings of the study indicate that the digitalisation of postal services has led to an increase of workload of employees in postal services, especially for delivery employees. The amount of tasks and time to complete them have been put under pressure by controlling of work and by strict schedules. The automation of physical sorting has been implemented in sorting centers.
Although postal services with digital tools also process mail more efficiently than before, in planning the use of digital tools well-being of employees must be taken into account and also employees must be involved in planning phase.
This bachelor’s thesis investigates the impact of digitalisation on the workload of employees in postal service operations. The main goal of this study is to describe how digital tools influence the workload of employees in postal service operations. The study also seeks information on the used technologies and their influence on volume and intensity of work.
The study is a systematic literature review (SLR) of existing research conducted and published in the above-mentioned databases and reports such as Scopus, Web of Science, LUT Primo and European reports between years 2019 and 2026. The findings of the study indicate that the digitalisation of postal services has led to an increase of workload of employees in postal services, especially for delivery employees. The amount of tasks and time to complete them have been put under pressure by controlling of work and by strict schedules. The automation of physical sorting has been implemented in sorting centers.
Although postal services with digital tools also process mail more efficiently than before, in planning the use of digital tools well-being of employees must be taken into account and also employees must be involved in planning phase.