How do authorities ensure that mail arrives?
One of the central challenges of digital administrative mail is traceability: Who received what, when? And what happens if someone does not have a digital mailbox?
Transparency of the delivery channel
Modern platforms such as ePost SmartSend already show before dispatch which channel a recipient can be reached via. After dispatch, the delivery route is traceable at all times in the monitoring system. Digital delivery receipts – including receipt and opening confirmations – are available for deadline monitoring.
Cascaded delivery as a safety net
For authorities, it is crucial that no mail is left undelivered. If digital delivery is not possible, physical delivery is automatically triggered. If a digitally delivered letter is not opened, defined escalations can be triggered – for example, reminders via other channels. This provides authorities with a legally secure basis even if the digital mailbox is not active.
Delivery speed
Digital delivery is usually within seconds. For physical delivery, A Mail is usually delivered the next working day, at the latest the day after that.
Which channel is responsible for which administrative mail
The question of the right channel is not a technical one – it is strategic and legal. Not every mail has the same requirements in terms of proof and security.
E-mail: useful for informal communication
E-mail remains a useful tool for scheduling appointments, follow-up questions and accompanying communication. However, it is only legally binding to a limited extent for formal administrative mail – notices, deadline extensions, reminders, summons – as the sender’s address can be forged, there is no standardised proof of delivery, and the identity of the recipient is not verified in a systematic way.
Digital letter: for administrative mail that requires proof
The Digital letter is designed as a structured delivery process: sender and recipient are verified, the delivery time is documented, and the document bears an electronic seal in accordance with ZertES. In the event of a dispute, this significantly reduces the risk to the process.
For authority management, it is recommended to have an internal delivery guideline that clearly defines which channel is permitted for which type of document.
What does the digitisation of mail really cost?
The question of costs is often too narrowly defined – namely as a pure comparison of postage costs. If you take a broader view, you get a more differentiated picture.
Digital delivery is cheaper than physical mailing. The costs vary depending on the volume, format and any additional services such as registered mail. However, the following is crucial: If you outsource printing, enveloping, franking and delivery, you save on internal costs. In addition, legal certainty has a value – deadline errors and repeat deliveries can be more expensive than the savings in postage.
The ePost price calculator provides a first orientation.
How does an authority organise the digital delivery of mail internally?
The digitisation of mail is not just a technical issue – it also affects the organisation. Should the mail be sent centrally or decentrally? Who has which authorisations?
Central or decentralised: both models are possible
Authorities can choose between a central delivery point and decentralised use by individual employees. As a rule, an organisational structure with administrators who manage users and authorisations is set up. An account is opened for each municipality – and if necessary, for each department.
Serial letters and bulk mailings
Serial letters are divided up and processed individually for each recipient, including individual delivery and tracking. In the digital area, there is no page limit (batch size max. 100 MB), in the physical area, up to 60 pages are possible for single-sided printing, or 120 pages for double-sided printing.
What to consider with signed documents?
Authorities often work with legally binding, signed documents. The following applies: A qualified electronic signature (QES) loses its legal effect when printed. For such documents, there are two correct options: digital delivery – recommended for QES – or physical dispatch with a handwritten signed document.
How does digital mail fit into existing administrative systems?
One of the most common organisational questions: Do I have to rebuild everything, or does the solution integrate into existing systems?
The Digital Letter via ePost is integrated into the Citizen-ERP of Swiss Post Digital Government and supports the sending of documents in digital form. Citizen also offers integrated access to tracking of the consignment. If you also want to outsource physical dispatch, you can use this as an additional channel via Swiss Post Digital Government.
Digitisation does not have to happen all at once. A step-by-step integration – with clear responsibilities and escalation levels – has proven to be successful in practice.
Data storage: What authorities need to know
Electronic consignments and confirmations are deleted from the data records of the hybrid delivery system 90 days after delivery. Files stored in a decentralised manner – on the recipient’s smartphone or computer – are not affected by this. Obligations to provide information or to retain data for law enforcement authorities remain unaffected.
What’s next?
The electronic registered letter will be available in the course of 2026 and will add another formally recognised option for particularly sensitive consignments to the existing delivery options. We will keep you up to date.
Conclusion: Step by step to digital administrative mail
Digitising administrative mail is not a switch that you can flick – it is a process. The good news: the central questions of legal certainty, delivery, costs and integration have already been answered. And the solutions can be introduced step by step – without disrupting existing processes.
The key is that authorities need to clarify their internal processes: Which channel is responsible for which type of document? Who has which authorisations? And what is the escalation process if a document is not collected?
