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In an industry where reputations are made on the promise of timely and accurate delivery, an internet tracking website – where progress can be monitored from depot to door – is the latest battleground in customer service. David Quin looks at how the delivery driver is a key player in this battleground.

When seen purely as a telecom network, the postal service is fascinating and unique. It shares with any other government network the reality of hundreds of thousands of users, often handling very sensitive data.