DHL Express Japan Honored With IT Encouragement Award (Management Domain) at the 41st It Awards

Highly commended for initiatives that have evolved from the support role and brought value through the use of technology to the business sector and the frontline

DHL Express, the world’s leading international express services provider, has received the IT Encouragement Award (Management domain) at the 2023 (41st) IT Awards at the Information Technology Awards ceremony organized by the Japan Institute of Information Technology (JIIT).

DHL has been recognized for its innovative contributions to the commercial and frontline sectors, enabled by its response to changing customer demographics amidst the pandemic. The company’s shift towards digital transformation and improved efficiency has allowed DHL IT team to exceed its traditional support role and realize significant progress. The team has strategically enhanced this journey by appointing dedicated personnel, establishing a cross-functional team led by frontline staff, and initiating company-wide awareness campaigns. These steps enabled them to understand individual function needs, gather frontline feedback, and encourage employee digital tool adoption.

This approach has resulted in marked efficiency and service improvements, driven by 395 innovative ideas from 20% of our employees. The use of TEAMS doubled in 2023, and the adoption of the new Power Platform tool increased to 150 cases, improving our operational capabilities and IT competency across the company.

Tony Khan, President and Representative Director of DHL Express Japan said, "Our steadfast commitment to maintaining a customer-centric approach and exceeding market service levels underscores the necessity of continuously enhancing our team's soft skills and technological acumen, fundamental to bolstering our frontline operations. We are delighted that this initiative to bring the innovation and benefits of digitalization to a wide range of customers and employees has been recognized."

DHL has also received Special Award (reskilling) at Best Customer Support 2023 organized by the JIIT in 2023. This was the ninth time DHL has received the award for customer service from JIIT, beginning with the Contact Center Excellence Award in 2007, followed by the Award for Excellence (2011, 2013, 2021, 2022), the Management Contribution Award (2012), the Special Award (2014), and the Encouragement Award (2015).