The Bangladesh Postal Service-once one of the most trusted government institutions-has today become a shadow of its glorious past. There was a time when people from the remotest villages to the bustling cities relied wholeheartedly on it. A single letter, a money order, or a parcel once carried not just messages or goods, but also emotions, hopes, and livelihoods. Sadly, that very institution has now lost its place on the map of public trust. In an era when service delivery should have become faster, more reliable, and technologically advanced, the Postal Service has turned into a symbol of negligence, corruption, and inefficiency.
Indeed, it is none other than the officials and employees of this institution who have destroyed its service quality-the very people entrusted with providing service have become the primary architects of its downfall. Once upon a time, the village postman was a respected figure in society. He was not just a messenger but also a bearer of joy, sorrow, and expectation. The villagers waited eagerly for the ringing bell of his bicycle, knowing that it carried news from loved ones far away. To them, the postal service symbolized reliability. But with time, that faith has been shattered. Today, the postal system stands for delay, mismanagement, and corruption. People no longer trust it; they turn instead to private courier services-because they know a private courier delivers a letter or parcel within 24 hours, whereas the postal service may take 7 to 10 days or even longer. The root causes are idleness and irresponsibility.
Many postal officials and employees no longer work with a sense of service or duty. They see their government jobs as sources of personal comfort and privilege rather than responsibility. Late arrivals, unfinished work, rude behavior toward customers, and corruption have become common scenes in many post offices. Service quality is the least of their concerns; what matters to them are personal benefits, allowances, and promotions. As a result, service standards have plummeted, and public trust has evaporated.
Every year, the government injects millions of taka in subsidies to keep the postal system alive. Yet, there is no visible improvement. The infrastructure is outdated, equipment often broken, and technological adaptation minimal. But beyond these, the real crisis lies in mentality. Inside the postal department, a culture of apathy has replaced accountability. No one is held responsible if they neglect duty, and corruption often goes unpunished. In such an environment, irresponsibility grows unchecked. Today, the postal service is not confined to delivering letters. It also provides financial transactions, e-commerce logistics, and even international mail services.
Private courier companies have seized these opportunities because they
embraced technology, ensured timely delivery, offered real-time
tracking, and valued customer feedback
Yet, the same inefficiency prevails in all these areas. Sending a money order can take three to five days, and sometimes the money simply goes missing. When customers complain, their grievances are ignored. If this situation continues, it will be impossible to regain public trust. So, who is to blame? Undoubtedly, the responsibility lies with the postal officials and employees themselves. The strength or weakness of any institution depends on its leadership and workforce. If employees are sincere and accountable, even outdated systems can deliver quality service. Unfortunately, in the postal department, the opposite is true. The officials evade responsibility and conveniently blame "changing times." They argue, "People don't send letters anymore; it's the age of the internet." But the truth is-while handwritten letters may have declined, e-commerce, parcels, and payment services have expanded tremendously.
Some postal officials illegally charge extra commissions, delay money orders, or hold parcels to extract bribes. Others use their positions to secure outside contracts for personal profit. Such malpractices not only frustrate citizens but also destroy the image of the entire organization. And once public trust in an institution erodes, restoring it becomes nearly impossible. The decay of the postal service reflects a deeper ailment within the state machinery itself-where "government service" has become synonymous with "neglect and delay." Citizens now assume that visiting a government office means wasted time and poor service. This perception is not limited to the postal department; it mirrors the broader failure of our bureaucratic culture. Yet government institutions are supposed to be the most reliable pillars of public trust.
To revive the postal service, Bangladesh needs a comprehensive reform plan. First, the service must be fully modernized through digital transformation. Every service-delivery, tracking, and payment-should be integrated into online platforms. Mobile applications, real-time tracking systems, and digital payment options must be made widely accessible. Second, a change in mindset is essential. Postal officials and employees must understand that they are not mere salary receivers-they are public servants. Training programs should be expanded, and a system of reward and punishment established. Those who perform well should be recognized, and those who fail or engage in misconduct must face strict consequences. The old mentality that "government jobs are secure no matter what" must be dismantled.
Now is the time to show that courage-for the Bangladesh Postal Service, for the trust of the people, and for the dignity of the nation.
The writer is a student, Fulchhari Government College
