Building a Universal Digital Mailbox for Trusted Public Services

Government communication is moving online, but fragmented channels can make public services harder to access, trust, and manage. This white paper explores how a universal postal Digital Mailbox could support secure, inclusive, and efficient digital communication.

As governments continue to digitise public services, citizens are often expected to manage communication across multiple portals, e-mail accounts, apps, and service platforms. This fragmentation can create confusion, increase administrative effort, and make it harder for public authorities to deliver important messages in a secure and trusted way.

This policy white paper, The Case for a Universal Postal Digital Mailbox, developed by Copenhagen Economics in collaboration with e-Boks, examines whether a universal Digital Mailbox can provide a shared infrastructure for essential digital communication. It explores the benefits for citizens, public authorities, postal operators, and large senders, while also addressing the governance and market considerations that need to be managed.

The paper highlights why postal operators may be well placed to support this transition. Their established role in delivering official communication, their nationwide reach, and their experience with regulated services can provide a strong foundation for trusted digital delivery.

The report also outlines policy options for governments considering how to reduce fragmentation, strengthen trust, support inclusion, and create a more coordinated digital communication environment.

Download this white paper to explore:

• Why fragmented digital communication creates risks for citizens and public authorities

• How a universal Digital Mailbox can improve trust, access, and efficiency

• The role postal operators can play in digital transformation

• Policy options for building a secure and inclusive digital communication infrastructure

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