With decades of experience spanning supply chain and delivery logistics, Rohit Laila has been at the forefront of the industry’s technological evolution. Today, he joins us to discuss the seismic shift occurring in public and private correspondence, a transformation powered by secure digital mail systems. We’ll explore the incredible speed of this adoption, the innovative hybrid models bridging the digital divide, and the strategic vision for a paperless future.
With an astonishing 300,000 new e-Registered Mail mailboxes created in just two weeks, what do you see as the key factors driving this explosive adoption? Could you share how your systems handled such a sudden surge and what that experience taught you?
The primary catalyst was undoubtedly the Act of 18 November 2020, which officially positioned digital communication as the main channel for public administration starting this year. This created a clear and urgent need for citizens and businesses to get onboard. What we witnessed in the first two weeks of January was a powerful demonstration of this shift. Our systems were built for mass adoption, but the acceleration was still remarkable. We saw days like January 8th, where volume shot up to over 362,000 parcels, which is more than double the daily average of 175,000 we handled in 2025. This surge confirmed that our infrastructure is not only reliable but also scalable, and it taught us that when the value proposition is clear and legally supported, the public is more than ready to embrace a digital-first future.
The hybrid delivery model, where digital messages are printed for those without a digital mailbox, is a fascinating solution. Can you walk me through the security and logistics of this process and how you ensure a seamless transition from a digital file to a physical letter?
The hybrid model is the crucial bridge in this transition. It ensures universal access, which is non-negotiable, especially for official correspondence. When a message is sent to a recipient without a digital mailbox, it’s securely routed to one of our specialized, high-security printing facilities. Think of it as a closed loop; the data never touches the open internet in an unsecured way. Within these facilities, the correspondence is printed, enveloped, and entered into our traditional delivery network. We’ve handled over 32.7 million of these hybrid items, and the process is seamless to the sender. They get the same digital confirmation and tracking, regardless of the final delivery format. This ensures that progress doesn’t leave anyone behind while we continue to encourage digital adoption.
Since the 2020 Act made digital communication the primary channel for public administration, what have been the biggest hurdles and successes in getting government agencies and citizens to fully transition away from paper?
The biggest success is simply the scale and speed of adoption we’re seeing, with over 2.6 million active accounts created so far. The mandate from the 2020 Act provided the initial push. The greatest hurdle, however, is inertia—the simple comfort of a long-established paper-based process. For agencies, it required rethinking workflows, and for some citizens, it meant learning a new way of interacting with official bodies. A perfect example of this in action is seeing a court summons or a tax notice sent digitally. Initially, there’s a learning curve, but once a user experiences the convenience of receiving and storing that critical document securely on their device, with instant delivery confirmation, the benefits become undeniable. The hybrid model has been our most effective tool in overcoming this hurdle, as it provides a safety net that builds trust in the new system.
Beyond public sector communication, your platform offers commercial services like qualified electronic signatures and digital seals. What is your strategy for expanding these business-to-business solutions, and how do they complement the core e-Registered Mail service for corporate clients?
Our strategy is to create a complete digital ecosystem for business communication. The e-Registered Mail service is the foundation—it’s the secure, legally recognized channel. But business communication is more than just delivery; it’s about contracts, invoices, and official documentation. That’s where services like qualified electronic signatures and digital seals become essential. They are not just add-ons; they are integral components that allow a company to manage its entire workflow digitally on a single platform. A corporate client can send a contract via e-Registered Mail, have it signed with a qualified electronic signature, and seal it for authenticity, all within our system. This integration creates immense value by streamlining processes, reducing costs, and enhancing security far beyond what traditional mail could ever offer.
Your system has delivered nearly 50 million items, with about a third being fully digital. Could you elaborate on the roadmap to increase that digital-to-hybrid ratio and what steps are being taken to encourage the remaining 20 million potential users to set up their own digital mailboxes?
Our primary goal is absolutely to increase that digital-to-digital percentage. Right now, of the 49.5 million items sent, 16.8 million were fully digital. That’s a strong start, but it shows we have a significant opportunity. The roadmap is twofold. First, we are focused on continuous public awareness and education campaigns, highlighting the security, speed, and convenience of having an Electronic Delivery Address. We emphasize that it’s not just for official mail but for all secure correspondence. Second, we are working closely with public institutions and large businesses to integrate our services even more deeply into their own digital platforms, making the sign-up process a natural next step for their users. Our ultimate system capacity is designed for up to 20 million users, and our mission is to make creating a digital mailbox as common and essential as having an email address.
What is your forecast for the evolution of digital correspondence in the next five years?
I believe that in the next five years, digital registered mail will become the undisputed standard, not just an alternative. The hybrid model, while critical today, will see its volume steadily decline as digital literacy and adoption become near-universal. We will see an explosion of integrated services built upon this foundation—things like automated contract management, secure digital archiving, and even more advanced identity verification services. The conversation will shift from “Should we go digital?” to “How can we leverage our digital correspondence platform to create more efficiency and value?” It will become the central, trusted hub for all critical communication between the state, businesses, and citizens, making the entire ecosystem more secure, transparent, and incredibly efficient.
