Inhalt

About the Author

Eugene N. Orunga is a Product Marketing Manager at Doban Africa in charge of the D-Trail product, a Parcel Tracking and Management System designed to help couriers/errand companies to optimize their services and manager their delivery operations efficiently.

Doban Africa Ltd is a small IT Services firm based in Nairobi. The company was founded in 2010. The primary focus of Doban Africa is in developing solutions in data and text mining solutions and other customer facing solutions to help businesses improve their efficiency in marketing and operations. Doban Africa has been delivering customized solutions in data and text collection and analysis, market research and consultancy.

The author holds a Bachelor of Arts Degree in Sociology from Kenyatta University, and has wide experience in the field of Marketing, having worked at Doban Africa for over a year. While Marketing D-Trail, he engaged in both online and offline marketing strategies to popularize the new product in the market. He has great experience in Search Engine Optimization (SEO), Search Engine Marketing (SEM), Social Media Marketing (SMM) and Internet Marketing. He currently manages social media accounts for D-Trail on major social media sites as well as managing the D-Trail blog at http://www.d-trail.co.ke/blog.

Acknowledgements

I would like to express gratitude to all the people who have made this ebook possible. I would like to thank Elvis Bando, the CEO of Doban Africa for the opportunity he awarded to me to be in charge of the D—Trail brand. It is through my daily duties at work that I got ideas to write this ebook. I would also like to appreciate the help accorded to me by my coworkers both past and present, notably Safan Yudah for his immense ideas and support, James Nyokabi, for the efforts he put in developing the D-Trail system as well as providing me ideas to improve the marketing strategy for the product.

I would also like to acknowledge the courier companies who welcomed the DTrail idea, and who either have started using the system, or whose plans are underway to be incorporated in to the system. They include Data Rush Couriers, Petty Errands, NTL Couriers, Easy Coach Bus Ltd among others.

Copyright Statement

All contents copyright © 2013 by the author. All rights reserved. No part of this document or the related files may be reproduced or transmitted in any form, by any means (electronic, photocopying, recording, or otherwise) without the prior written permission of the publisher.

Limit of Liability and Disclaimer of Warranty:

The author has used its best efforts in preparing this book, and the information provided herein is provided "as is." The author makes no representation or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaims any implied warranties of merchantability or fitness for any particular purpose and shall in no event be liable for any loss of profit or any other commercial damage, including but not limited to special, incidental, consequential, or other damages.

Trademarks:

This eBook identifies product names and services known to be trademarks, registered trademarks, or service marks of their respective holders. They are used throughout this book in an editorial fashion only. Use of a term in this book should not be regarded as affecting the validity of any trademark, registered trademark, or service mark.

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ISBN: 978-1-300-95347-0

Doban Africa

Attn: Eugene N. Orunga

P.O.Box 1026, 00100,

Nairobi.

Cell: +254 723 023 027

Website: www.d-trail.co.ke

Email: eugene@d-trail.co.ke

Abstract

Technology has greatly transformed business transactions. Internet gave rise to ecommerce and more web bases systems have been developed to make business even much better. With current technology customers can make orders of their items from favorite stores, make payments online or via mobile money transfer services and they will be delivered right at their doorstep.

Most delivery companies haven’t yet aligned their strategies with the changes in technology. This has led to huge differences between delivery companies in terms of the market share. The companies that have adopted technology stand out as market leaders while these other companies are left struggling for clients and a place in the industry. Lack of proper technology in place has led to most companies experiencing problems hindering their growth and expansion.undefined

D-Trail is a parcel tracking and management system designed to help delivery companies optimize their delivery services through web based reports and analytics. The system uses mobile tracking technology to track parcels and rider/driver locations. D-Trail helps delivery companies monitor performance of their firm, including subsidiary offices in various locations, management of employee performance, and most importantly, tracking of deliveries and sending delivery notifications. The reports and analytics generated by the system give you a detailed analysis and summary of employee performance, movement of parcels in and out of the company as well as performance of subsidiary offices.

The huge popularity of mobile phones and the use of mobile money transfers in Kenya have also contributed to a large extent on the growth of online shopping. For one who has not yet shopped online, questions like, how distinct are the online and in-store shopping experiences and what benefits does online shopping present to consumers continue to ring in their heads.

The key players in the Courier industry in Kenya include the Postal Corporation of Kenya, international delivery companies, security companies as well as upcountry bus companies. The Courier companies have joined forces to promote fairness and help improve the industry through the Courier Industry Association of Kenya (CIAK).

About the Author 2

Acknowledgment 3

Abstract 6

The Courier industry in Kenya 10

The Courier Industry Association 11

The Communications Commission of Kenya 13

How to Start a New Courier Business in Kenya 14

Key Players in the Courier Industry in Kenya 15

The Postal Corporation of Kenya 15

International Companies 17

Courier Companies 19

Bus Companies 20

Security Firms 20

The Legal Frame work of the Courier Industry in Kenya 21

Shipping items to Kenya 21

Online Business in Kenya 24

Parcel Management and Tracking in Kenya 25

The D-Trail Parcel Tracking and Management System 28

The Future of Home Delivery Services 37

References 41

CHAPTER ONE: THE COURIER INDUSTRY IN KENYA

The postal and Courier service industry in Kenya begun before independence in 1948, services were mainly provided by the East African Posts and Telecommunications Corporation operating in all East African Countries including Tanzania and Uganda. The dissolution of the first East African Community since that era forced Kenya to establish its own monopoly communications company, the Kenya Posts and Telecommunications Corporation (KPTC)

In 1999, KPTC’s board of directors was dissolved by the government of Kenya after a controversy over its privatization as well as concerns from International Monetary Fund (IMF) over corruption allegations within the government came to light. The corporation was broken down in to three different entities namely:

Telkom Kenya providing telecommunications services,Postal Corporation of Kenya to offer postal services,Communications Commission of Kenya (CCK), a separate national regulatory authority.

The industry has been experiencing a huge growth, with several firms joining the market. The industry is now occupied by Courier companies that mostly do intra and intercity deliveries, bus Companies and Security firms that mostly deal with upcountry deliveries. There are also international companies that have established themselves as reputable companies in the Kenyan industry. Upcountry delivery companies have established networks across the country so as to reach more people. Among the services offered by delivery companies in Kenya include Same Day Delivery, 48 hrs Delivery, 72 hrs delivery as well as one weeks’ delivery.

In major cities and towns in Kenya, restaurants and hotels have also adopted delivery services by delivering cooked meals to their clients’ homes. The home delivery of meals has been gaining popularity in major cities and towns in the country due to the tight schedule that most city dwellers have. This makes it hard for them to prepare meals at home and therefore opt to have food delivered to their homes instead. Grocery stores have also adopted the delivery model, where they delivery groceries to people’s homes.

The internet has also had a huge impact on the delivery services in the country. Online businesses ranging from clothing lines, jewelry stores, bookshops, flower vendors among other have all gone online with the aim of reaching out to the ever increasing online market. There are various businesses that allow customers to purchase products online and have the goods delivered to their homes.

Retail outlets are also finding it necessary to deliver goods to their customers at some fee. This is largely attributed to the changing lifestyles in towns and major cities which have seen more people being involved in a lot of occupational issues. This leaves them with little or no time to go for shopping, hence the need for online shopping and home delivery services where people can do their shopping right from the comfort of their homes.

The Communications Commission of Kenya (CCK)

Communications Commission of Kenya (CCK) is a state owned corporation credited with the responsibility of ensuring fair play in the airwaves, as well as controlling and regulating the postal and courier services industry. It is an independent regulatory authority for the communications industry in Kenya. Its role is to license and regulate telecommunications, radio communication and postal/courier services in Kenya. It also issues licenses to ISP's Internet Service Providers as well as other communication devices that go beyond unlicensed frequencies. It is responsible for developing and co-coordinating the policies and strategies with respect to development and operation of telecommunications services in Kenya.

CCK was established in February 1999, when the Kenya Post & Telecommunication Corporation (KP&TC), was split into CCK, the Postal Corporation of Kenya (CCK) and Telkom Kenya.

The following are some of functions of the CCK:

Licensing all systems and services in the communications industry, including telecommunications, postal/courier and broadcasting.Managing the country’s frequency spectrum and numbering resources.Facilitating the development of e-commerce.Type approving/accepting communications equipment meant for use in the country.Protecting consumer rights within the communications environment.Managing competition in the sector to ensure a level playing ground for all players.Regulating retail and wholesale tariffs for communications services.Managing the Universal Access Fund.Monitoring the activities of licensees to enforce compliance with the license terms and conditions as well as the law.

Creation of CCK allowed other private players to enter the courier industry. The Communications Commission of Kenya (CCK) is the national body charged with the responsibility of regulating the postal and courier industry in Kenya. CCK issues operating licenses to couriers to enable them carry out their delivery service within a legal framework. Couriers that do not register with CCK are considered to be illegal businesses.

The Courier Industry Association of Kenya (CIAK)

All courier companies have to get licenses from the industry regulating body, CCK, before they begin their operations. All courier companies are also advised to join the Courier Industry Association of Kenya (CIAK) so as to help improve the industry together with other stakeholders.

CIAK is an association brings together players in the Courier industry in Kenya. The members meet to deliberate on various issues affecting the industry such as pricing and regulation. The Courier Industry Association of Kenya seeks to advance the interests of all courier companies and works in line with the industry regulation body, CCK, to help improve the industry. The members of the association agree on pricing so as to promote fairness in the industry.

The members of the association range from international companies operating in the country, to bus companies as well as other courier companies. The Current chairperson of the Courier Industry Association of Kenya is Jane Babsa-Nzibo.

How to Start A Courier Company in Kenya

The courier industry in Kenya still has more than enough room for new players. If running a courier company has always been your dream, you can make it come alive after getting more insights from this section of this eBook.

The best way to go about starting a courier service business is by exploring various options available at your disposal. You can operate a courier service in several ways. You can team up with an established courier company and have them subcontract your business. This is good for you if you do not have past experience in the industry and you do not have the basic skills to run your own business. You can also Start your own company from the scratch if you have the resources and enough experience to run the company to be among the biggest in the industry and to withstand competition from some of the industry heavy weights.

Decide the legal structure of your courier business, whether it should be a sole proprietorship, limited liability company or a partnership. Look for ways to finance the business, either from your own savings or loans from financial institutions.

Find a good location for your business, a place easily accessible by your prospective clients and customers. Register your business with the local authorities of the location where the business is to be situated. Liaise with the communications commission of Kenya to understand the legal framework within which your business is going to operate. You will also apply for a license of operation form the CCK.

After understanding the scope of your services, get to know the market structure of the postal and courier industry. The market has been segmented in to seven categories with different responsibilities. CCK gives all courier companies a 15 years’ operating license while the Postal Corporation is given a 25 year operating license. The different categories include Public Postal Operator, International Operators, International In-bound Only, Regional Operators, Intra country Operators, Intra city Operators and Document exchange operators.

Once you receive your license, you are free to start running your business. You should also join fellow industry players in the Courier Industry Association of Kenya (CIAK) so as to share opinions on how to run the industry and contribute to the growth of the industry as a whole.

CHAPTER TWO: KEY PLAYERS IN THE COURIER INDUSTRY IN KENYA

The courier industry in Kenya is growing very fast and is attracting more and more investors. The delivery sector contributes a lot to the economy of the country and the key players in this industry include the Postal Corporation of Kenya, international courier companies, local courier companies, Security Service Firms as well as Up Country bus companies.

The Postal Corporation of Kenya (PCK)

As far as the scope of delivery services is concerned, the Postal Corporation of Kenya (PCK) has been given exclusive rights by the Communications Commission of Kenya to offer certain services which other couriers cannot offer to their clients. This is because PCK is the body designated as the public postal licensee. Among the services offered exclusively by the PCK include; Acceptance and delivery of postal articles weighing up to 350 grams, Provision of private letter boxes and bags and Printing and issuance of postage stamps among others.

The Postal Corporation of Kenya and other courier companies are mandated to offer the following services to the public:Courier services – faster and more efficient means of delivery mainly same-day or overnight Parcel service’s – catering for all postal items other than lettersDirect mail marketing services – passing message to a larger audience-customer communication, distribution of catalogues, orders, statements etcPostal financial services – financial transfers particularly to help the rural folk from urban able/active headsElectronic and hybrid mail services – use of modern technology to improve delivery speedDistribution of publications – reliable system to distribute newspapers, magazines, journals etc Agency services—to provide profitable value added services as agents for paying taxes, municipal fees, electricity, Motor licenses, Pensions etc

The Postal Corporation of Kenya falls in the first category and is responsible for fulfilling Universal Service Obligations (USO) and has the widest International and domestic coverage (networks). The International category includes couriers that operate internationally with worldwide and domestic networks. The international In- bound only category on the other hand includes couriers that are one-way operators; only receiving items from overseas and delivering them locally. The Regional operators are those companies operating within the wider East Africa region.

Intra country operators operate in Kenya but deal with only a limited volume of deliveries as compared to Regional companies. The intra city operators’ category includes couriers that only operate within the boundaries of major cities and towns. The last category is the Document exchange operators, which includes companies that specialize in exchange of documents and related articles between member institutions.

If you are going to establish your firm in the industry, you will need to develop your strategy to include relevant technology. You may need to have a better system to manage your parcels, employees, delivery people and subsidiary offices if you plan to have any.

International Companies

Among major industry players in the Kenyan Courier Industry include large corporations with international networks, with their headquarters in the West. These companies have the biggest machineries, many huge tracks, a lot of staff and employ the best technology, which has helped keep them at the top of the industry, controlling the global express mail and delivery business.

Some of the international delivery have the largest delivery networks in the country and even offer home delivery services to their clients in the upcountry. Most of the deliveries these companies make are imports from other countries sent to Kenyans. Some of the companies operate in the country through partnerships and collaborations with local courier companies, which enables them to expand their networks across the country. Others are fully owned companies stationed in the country with offices in various parts of the country.

Some of the international companies operating in Kenya include:

EMS

EMS is an international postal service offered by various postal services in different countries all over the world. In Kenya, it’s operated under the Postal Corporations of Kenya to facilitate its courier services across the country.

FedEx

This is an American based international courier delivery firm with its headquarters in Memphis, Tennessee, US. Its name FedEx is a syllabic abbreviation of the company’s original name Federation Express, for its air department. FedEx has its offices in Nairobi as well as several agents and partners operating all over the country.

DHL

This is a German based company, Deutsche Post DHL providing international express mail services. Deutsche Post is the world's largest logistics company operating around the world. DHL is a world market leader in sea and air mail.DHL is one of the biggest companies in the country, with its headquarters in Nairobi and has operations all over the country.

UPS

United Parcel Service, Inc., typically referred to as UPS, is an American global package delivery company headquartered in Sandy Springs, Georgia, United States. It delivers more than 15 million packages a day to 6.1 million customers in more than 220 countries and territories around the world, including Kenya.

TNT

TNT Express N.V. is an international courier delivery services company with headquarters in Hoofddorp, Netherlands. The firm has fully owned operations in 63 countries and delivers documents, parcels and pieces of freight to over 200 countries. The name TNT is short for Thomas Nationwide Transport, after Ken Thomas, an Australian businessman who, in 1946, set up his own transport business with just a single truck.

Aramex

Aramex is a global transportation and logistics services company providing a variety of express, logistics, freight forwarding and domestic distribution services. The company was established in 1982 and is headquartered in Amman, Jordan.

Local Courier Companies

The industry also has various local and regional companies that offer both mail and parcel delivery. Some of these companies operate within different cities in the country while others have larger networks and extend their services to other parts of the country, and some go beyond borders to operate within the East African region.

Major cities such as Nairobi, Mombasa and Kisumu have experienced changing lifestyles that have necessitated the growth and expansion of delivery services and online businesses. People in this cities are becoming more and more engaged in their daily economic activities and do not find enough time to do their own shopping and errands.

Courier and errand services companies come in to fill this void by letting clients place orders and they do the delivery for them. This has made life much easier for city dwellers in the country. This reason could also be attributed to the increase in number of intra city and intercity errands and courier service companies.

Among some of the courier industries include Data Rush Couriers, Petty Errands, Timeless Couriers, Upesi Delivery, among others. undefined

Bus Companies

A great portion of the courier industry in Kenya is occupied by upcountry bus companies. These companies deliver items for their clients in their various offices located along the major routes they operate. Some of the bus companies operate in the wider East Africa region and act as regional couriers.

Among the renowned bus companies offering delivery services in the country and in the wider region include Easy Coach, Kampala Bus, Crown Bus, and Horizon Coach.

Security Firms

The other key player in the Courier industry in Kenya is the Security firms. These security firms have their offices in remote areas of the country where they offer their security services. This has given them an edge in offering courier services to their clients.

Major security firms have specialized in delivery of cash for large corporations to and from the bank.

Some of the security firms offering delivery services within various cities and in the upcountry include G4S security, Riley Security, Bob Morgan (BM) Security, among others.

CHAPTER THREE: THE LEGAL FRAME WORK OF THE COURIER INDUSTRY IN KENYA

The Communications Commission of Kenya (CCK) is the body that regulates the deliver industry. For those involved delivery of products in and outside the country, there are various issues that they have to be familiar with such as the laws governing the import or export of goods in and out of the country, as well as the various tax obligations.

The government through the Kenya Revenue Authority (KRA) restricts import and export of certain items while others are completely prohibited. Other items are imported in the country as free items because they do not attract import duty. A detailed list of free imports, prohibited and restricted items is as shown below.

Free import • 200 cigarettes or • 50 cigars or • 227 grammes of tobacco • 1 bottle of alcohol • 1 pint of perfume • There is currently no limit on the amount of local and foreign currency that travellers can import into the country. Residents of Kenya are free to import up to 500,000 Kenyan Shillings and an unlimited amount of foreign currency. • The same rules apply for both locals and visitors if exporting currency out of the country although sums equal to USD 500 will need to be declared at the customs department. Prohibited • Illegal drugs • Guns, explosives and ammunition – unless permission has been obtained • Knives and dangerous hunting weapons • Hazardous materials • Meat and meat products • Plant and plant products – unless permission has been obtained • Soil • Counterfeit money and goods • Pornographic material Restricted • All arms, explosives and ammunition are currently banned from entering the country unless a prior police permit has been obtained. • A special Plant Import Permit will be required in order to import any plant or plant products into the country. • Meat and meat products must be declared at customs and will not be permitted entry. • Any animals being imported into the country can only travel as cargo. Cats and dogs will need a general good health certificate from the country of origin and an additional certificate less than a month old clearing the pets of Rabies. Wild birds being imported from countries currently suffering from bird flu will need a sanitary import permit to be issued by the Director of Veterinary Services. • Other restricted items include various forms of unprepared ivory, precious metal and stones, historical artefacts, imitation firearms, children’s toys and fruit.

Free export • No information available Prohibited • Illegal drugs • Guns, explosives and ammunition – unless permission has been obtained • Knives and dangerous hunting weapons • Hazardous materials • Meat and meat products • Plant and plant products – unless permission has been obtained • Soil • Counterfeit money and goods • Pornographic material Restricted • Restricted items include gold and diamonds and skin or game trophies, which are not obtained from the authorized personnel of the Government of Kenya.

All individuals seeking to import or export items need to get permits allowing them to transact in such businesses. All the information regarding the items restricted or prohibited for either exportation or importation can be found from the Kenya Revenue Authority upon request.

CHAPTER FOUR: ONLINE BUSINESS IN KENYA

In a world that is fast embracing technology, shopping in Africa and in Kenya is undergoing notable changes, with the most basic spending going electronic. The internet provides consumers with a wide range of shopping options. The huge popularity of mobile phones and the use of mobile money transfers in Kenya have also contributed to a large extent on the growth of online shopping. For one who has not yet shopped online, questions like, how distinct are the online and in-store shopping experiences and what benefits does online shopping present to consumers continue to ring in their heads.

All it takes for one to shop online is to open an online account with any online store, giving the required details to create a profile. There are so many online retail shops in Nairobi and other urban centers in Kenya that offer a variety of products. Payments for goods bought online can be made through any online payment methods such as PayPal, or any other payment method accepted by the store of your choice. For those who do not have access to credit cards and can still make payment using mobile money transfer services such as M-PESA and Airtel Money.

Between work, the kids, taking care of the house, squeezing in a workout and attempting to have a social life, there’s little time left over to plan a trip to the store, drive, park and get some shopping done. This is the lifestyle of most city dwellers in Kenya. Most businesses in Kenya have adopted an online strategy that enables them to tap in to the ever growing online market. These online businesses range from big retail outlets like major supermarkets to jewelry stores, bookshops to businesses that strictly operate on the internet. Customers who buy goods online can have their items shipped and delivered at their door steps either for free or at some added costs depending on the business.

CHAPTER FIVE: PARCEL MANAGEMENT AND TRACKING IN KENYA

Most Courier companies in Kenya however have not realized the need to employ technology in their delivery operation. Major industry players such as international firms operating within the country have exploited the use of technology in making their operations more efficient. This has given them an edge over most local companies.

Based on our experience and research the problems and difficulties experienced by organizations in courier business can be categorized into three main parts:

ü Proof of delivery reporting and notification

ü Administration Headaches

ü Escalating Overheads

Delivery reporting and notifications

Most parcel courier companies do not have notification systems in place to notify their clients about the status of their deliveries. There exists a general uncertainty about whether a document is delivered/ collected on time every time arising from. This problem arises about due to:

ü Poor coordination of deliveries and collections.

ü Weak audit trails arising from simple recording system (delivery book).

Administrative Headaches

With the current operations in most courier companies across the country, it is very difficult to manage parcel records and monitor employees/delivery people effectively. This is particularly serious where the courier company operates from multiple offices across the country. Some of the administrative difficulties faced by delivery companies include:

ü Managing the parcel records, in terms of duplication of data entered in to the system.

ü Difficulty in monitoring the riders/messenger/driver delivery activities and locations because of the myriads of variables involved- traffic jams, parking, identifying delivery points, waiting time for collections, vehicle breakdowns etc.

ü Maintaining the personnel records for the riders/delivery people and other company employees.

Escalating Overheads

The direct and indirect overheads relating to parcel collections and deliveries are quite phenomenal. Some of them include:

ü Cost of procuring and maintaining manual/paper records of all transactions

ü Cost of running courier services in some routes

ü Salaries for drivers/riders used in parcel collection and deliveries

ü Time costs for messengers waiting to collect documents or submit documents especially at government offices, embassies (for visas), etc.

CHAPTER FIVE: D-TRAIL PARCEL TRACKING AND MANAGEMENT SYSTEM

D-Trail is a parcel tracking and management application designed to help parcel/errands services companies to track and manage the parcel delivery processes efficiently. It is designed to help courier companies optimize their service delivery and better their parcel management processes by utilizing our cloud based solution which provides:

v Remote office management

v Parcel tracking

v Rider location tracking

v Proof of Delivery reporting

v Route planning and optimization

v Parcel management and reporting

v Parcel delivery notifications to clients via SMS/Email

D-Trail System Overview

Summary

The D-Trail parcel tracking and management system provides a platform to manage your parcels and parcel related records as well as track parcel deliveries. Parcel management is done via cloud based software. Parcel tracking is done using Bar Codes, Quick Response (QR) and Random Codes that are placed on the parcel. The system also helps in employee management, client management as well as rider/driver management.

1) Management Function

D-Trail system helps delivery companies to effectively manage their parcel delivery processes through the main web based system, the D-Trail mobile app and bar code readers. The system lets you manage all the parcel details, employees, and clients.

i) Parcel Management: Office admins can enter parcel details into the system. This helps to maintain the integrity of the data and is a great move away from errors caused by manual data entry in ‘delivery books’.

ii) Client Management: Office admins can manage all client details in the system as well as communicating with clients via SMS or emails. Clients can be sent parcel collection reminders once their parcels are due for collection.

iii) Employee Management: The Super admin can create accounts for all system users and assign them roles. Office employees can send each other message in the system either through SMS or the inbuilt system messaging (Dmail).

iv) Rider/Driver Management: You can track rider/driver location in real time. You can also assign parcels for pick to riders straight from the system.

2) Parcel Tracking Function

This function helps parcel delivery companies to track the current location of their parcels in real time. This is done with the help of the D-Trail Mobile App. The system lets you track the exact location of the parcels and the riders. Office employees can view parcel and rider maps to check their current location and assign parcels to the nearest riders for pick up.

i) Parcel maps: The system also generates parcel maps showing the route taken by the parcel. These maps also show the parcel status.

ii) Parcel delivery reports: These are detailed reports showing the parcel details, parcel log and the parcel map. It shows which employees handled the parcel up to the point of delivery. These reports act as proof of delivery reports.

3) Parcel Notifications

The system sends notifications to clients regarding the status of their deliveries.

i) Consignors (senders) are automatically sent notifications when

Their parcels have been delivered and to whom the parcel has been delivered to

Their parcels have not been collected within the specified time

i) Recipients (Recipients) are sent notifications when

A parcel that is to be collected from courier offices has arrived

Reminder if the parcel remains uncollected after the specified time.

The most notable features of D-Trail include:

i. User friendly interface- D-trail web based system provides you with a very easy-to-use interface with all system functionalities located on the dashboard. This can be seen after logging in to the system. The other sections of the system such as reports, sending parcels can be accessed at the click of the button. The system can also be customized to meet the needs and operations of every client, where the things like company details such as logos, report formats can be created in the system.

ii. Package status- The system allows you to check the status of the parcels throughout the process of transportation. The system is updated automatically to reflect the current status of the parcel, that is, if it has been delivered, or if a new parcel, or if it has arrived at a subsidiary office of your company.

iii. Rider/Driver Locations- The system also tracks the locations of riders. The distances are rider locations, maps and distances covered are displayed in the system in the administrators account. In case a client wants to have his or her parcel picked up from a certain location, the admin can easily find the rider who is nearer to the parcel and assign them the pickup job.

iv. Web based Tracking Reports- D-Trail provides you with various web based reports based on the details entered in to the system. The reports can be accessed easily by clicking the reports link on the dashboard. They provide information about rider performances, movement of parcels in and out of the company as well as parcel activities in subsidiary offices of the company. These reports can be relied on by the company management in making of decisions.

v. Automated E-mail or SMS notifications- The system sends messages to clients informing them of the status of their parcels. Both the sender and the receiver are notified of the parcels status at certain stages of the delivery process. The sender of the parcel will receive notifications when their parcel has been picked up for delivery, when it is on transit and when it has been delivered to the intended person. The receiver will be notified when the parcel is due for collection.

vi. Courier Personnel Analytics- D-Trail gives various analyses of the data recorded in the system in order to help you improve management of your parcel delivery process. This comprises of charts and graphs detailing the movement of parcels in the company, delivery rates of riders/drivers, performance of subsidiary companies. All this is geared towards improving your company’s parcel management.

The D-Trail mobile application allows for users to contact courier companies straight from the comfort of their homes or offices. The courier company will then come in to collect the parcel from where the client is. The clients will enter the details in the application, and then he/she will receive a verification code from the courier company. The code is to be shown to the rider/driver who comes to pick the parcel. The driver will enter the code in the system and the tracking process will begin. The client will receive notifications and updates about the whereabouts of his/her parcel through email/SMS.

For courier companies, D-Trail aims to be a stepping stone to better service delivery. With D-Trail, courier companies will be able to monitor the movement of their clients’ parcels and send them delivery notifications as well as manage their parcel records.

Courier companies face a lot of challenges. Most of them lack the capabilities to manage their drivers/riders effectively. They cannot determine the amount of time each driver takes to deliver a parcel, and how many parcels each driver/rider delivers within a specific period of time. Parcel delivery companies also face the other challenge of escalating overheads. The direct and indirect overheads relating to document collections and deliveries are quite phenomenal. Some of such costs include direct transport costs for motor vehicles, fuel, insurance, repairs, taxis, Postage costs for posting of letters within Nairobi among others.

D-Trail will go a long way in helping parcel delivery companies reduce the administrative inefficiencies they face. With the D-Trail application, companies will be able to effectively manage their parcels records, riders and their clients’ details. The system admin will be able to view reports detailing the performance of each rider/driver, reports showing the movement of parcels in and out of the company as well as any other subsidiary office of the company. The reports can be viewed in form of detailed graphs and charts. With this kind of reports, managers can make appropriate decisions to improve the efficiency of the firm.

Benefits of Using D-Trail

Efficient parcel delivery planning is the key to your competitiveness whether you are a national state-owned post responsible for round planning of addressed mail via letter carrier routes, a regional private mail or global parcel Delivery Company, or a door-to-door advertising company. The changes that latest technology has brought about in the business realm require businesses to alter their strategies and make use of the technology.

Whether it is delivery of letters to hundreds of thousands of addresses, express mail delivery with tight time-of-service restrictions, or the planning and optimization of other network-based functions, D-Trail provides the right mix of software and experience to help ensure that your organization keeps up with the demands of your operating environment.

Courier companies using d-trail can experience a lot of advantages the system has and will certainly be well positioned to be beat the competition and save more time, make more money and earn more clients. Among those the advantages a company is likely to derive from using d-trail include:

Measure your delivery performance: With D-Trail you can easily check whether you have delivered items to your customer’s expectations. If they paid for a Next Day delivery, you can use the delivery scan to check their item met this specification

ii. Confidence when handling customer complaints:With a d-trail tracking system you can access information that enables you to physically check the delivery details that your customers may make inquiries about.

iii. Know who received the item: If a customer contacts you saying their item was not delivered, you can use the d-trail system to identify the date, time and the name of the person who received the parcel.

iv. Confirm delivery with a delivery track: D-Trail enables you to monitor your delivery process effectively because you can find out exactly when an item was delivered. What’s more some the system updates itself automatically to reflect the current status of the parcel and the customer receives the same information through notifications! With this kind of system you will be well armed if a customer tells you their parcel hasn’t arrived.

v. Get the ability to track your parcel through the network: Tracking means you can easily locate the whereabouts of your parcel at the click of a button. What’s more if an item goes missing you are able to identify when and where it was last seen – and this is invaluable information to narrow down the search for your parcel.

vi. Peace of mind: This system will give both you and your clients a piece of mind. The system is easy to use; it updates automatically and maintains communication between your company and the customer. No waiting for a phone call to say the item hasn’t appeared, or wasting time phoning around to check items have arrived.

vii. Professionalism:Items delivered by properly maintained systems often make a good impression on the customer.

viii. Knowledge: Knowledge, they say is power – and if you know where your parcel is you can respond professionally to any customer inquiries.

With the d-trail mobile package-tracking app, you can track your packages right from your Android phone. You can now relax and do all you got to do as your parcel is safely transported to its destination. When your package is delivered, you’ll know when to come home. D-Trail will help you speed up your delivery processes and improve on your service delivery. This will ensure customer satisfaction and will go along way in building your reputation in the industry.

For more details about the D-rail system and more insights about the parcel delivery industry in general, visit the product’s website at http://d-trail.co.ke and join D-Trail on social media at the following links:

v Like the D-Trail facebook page at http://www.facebook.com/DTrailKenya?ref=hl

v Follow Dtrail_Tracker on twitter at https://twitter.com/Dtrail_tracker

v Connect on linked in at http://www.linkedin.com/profile/view?id=210895023&trk=tab_pro

Other Advantages of using the D-Trail System

We maintain the infrastructure which means you can now concentrate on your core business process of delivering parcels.We leverage business analytics and reports to help you make the right decision for your business. From customer analytics, to rider efficiency reports, as well as ability to manage your riders across multiple offices efficiently. Using our custom algorithms, you can intuitively direct the nearest rider to the next parcel collection point, or just view real time data of your rider’s locations and transactions. Your clients get instant SMS notification on delivery, arrival of parcels, or late deliveries.You get to send SMS’s to your clients informing them of promotions or any new feature of your service.Using QR code makes data recording and authentication easy, fast and accurate. You no longer have to trace missing delivery papers. You can generate proof of delivery reports complete with rider location maps and times. And where required, time stamped image.

System Requirements

In order to use the D-Trail system, you will need to register with the developers of the system (Doban Africa). For more details on how to purchase the system, visit http://d-trail.co.ke. Once your company is registered, log in details and the user manual will be provided to you and you will be able to have the D-Trail experience.

All you need to have is an internet enabled computer, android/java camera phone and about 7- 10 delivery people or more in order to fully maximize the functionalities that the D-Trail system brings to you.

CHPATER SIX: THE FUTURE OF HOME DELIVERY SERVICES

The home delivery sector has been experiencing unprecedented growth in the last few years. Historically, home delivery of many goods was much more common in urban centers of the developed world. The range of goods that can be delivered to the home is extremely wide. They may range from groceries, small packages, large items, flowers, cooked meals, electronics and computer accessories, furniture and even water and gas.

The core of this market remains the agency mail order business and the delivery of high-value household items such as electrical appliances and furniture. While these services have been expanding, new forms of ‘remote’ shopping have emerged which also require home delivery.

The growth of on-line shopping is now responsible for much of the increase in van traffic in residential neighborhoods. Concern has been expressed about the economic efficiency of home delivery operations and their wider social and environmental implications. While retailers and carriers are keen to exploit new commercial opportunities in the home delivery market, local authorities are considering the resulting impact on the transport system.

Couriers, retailers and restaurants are all embracing home delivery services in order to appeal to their customers. With the growth and development of urban centers and increased home shopping, home delivery services have become a necessity to most urban dwellers. There is therefore need to tailor home delivery services to meet the requirements of both the customers and companies in order to accommodate future trends in the industry.

From the customer’s point of view, home delivery services would suit him/her best when the items are delivered at the time of their choice and when they are available. Customers also need reassurance of when their products are going to arrive while they are waiting, so they need to be aware of where the vehicle and the parcel are. Flexibility is also a feature that customers would like to see in most delivery companies offering home delivery services. When the items arrive while they are out of their homes, the delivery company should be willing to deliver the items at another location where it will be easier to retrieve. The consignors (senders) will want to see proof of delivery reports so that they know if their items have arrived in good condition at the specified address.

Courier companies act on behalf of the consignor to deliver items to their places of choice. Consignors would like to be represented by excellent couriers who would deliver the items in the way the consignors would do, if they were to deliver by themselves. Couriers should therefore be willing to go an extra mile in doing all they can to represent their clients in the way they want. Its therefore important for couriers to improve their delivery services so as to meet the needs of their clients and customers. There is therefore need to improve on their parcel management systems, employee management and improved customer relations.

Some of the issues that are likely to shape the future of home delivery services include:

i) Improved Transparency

This is in terms of letting the customers be part of the delivery process by giving them updates on the progress made on their items during the delivery process. This will highly improve customer satisfaction. Couriers and other delivery companies should have in place systems that can send either email or text message notifications to clients informing them about the status of their deliveries. Such messages may be as simple as ‘Expect your delivery in about an hour’.

ii) Proof of Delivery

Clients want to know about their deliveries. They need something as proof that their items were delivered in good conditions and to the right people at the addresses they specified. Some couriers use signatures to prove deliveries were made; others use photos of the recipient or home where the delivery was made. With developments in technology, new systems are in place to give evidence of delivery electronically, and notifications sent to clients.

iii) Real Time Tracking

The popularity of smart phones has made is easy for the gadgets to be used to provide real time location tracking. With appropriate applications, drivers, riders and all delivery people can join the delivery network. This technology also means you can know the actual location of a vehicle in real time so for a home delivery a customer can track the order being delivered or receive an automatic alert when the vehicle with their package is within a certain radius.

iv) Secure Drop Boxes at Properties

Courier should advice their home delivery clients to have secure boxes at their homes or offices, where their items can be dropped when they are not at the premises. The boxes should be lockable and placed at a secure location.