Quality indicators currently in force
Quality parameters to be defined
Quality indicators currently in force
The following services integrate the universal service provided by CTT, in the national and international scope1:
a) Correspondence service:
- Standard mail;
- Priority mail;
- Registered mail, including the legal summons and notifications service, and insured mail;
- Easy mail;
- Economic mail - Special Regime;
b) Delivery service of editorial mail/ newspapers and other periodicals;
c) Delivery service of postal parcels, in the standard parcel modality.
Under the above-mentioned Quality Convention, the following quality of service indicators and respective levels of quality, which must be achieved every year by CTT (vide Table 1) are currently defined:
|
QUALITY OF SERVICE INDICATORS (QSI) |
Quality Convention |
|||
|
RI (%) |
Value |
|||
|
Minimum |
Target |
|||
|
QSI 1 |
Transit time for standard mail (D+3) |
45.0 |
95.5% |
96.3% |
|
QSI 2 |
Transit time for priority mail - Mainland (D+1) |
15.0 |
93.5% |
94.5% |
|
QSI 3 |
Transit time for priority mail - MAM (D+2) |
4.0 |
84.0% |
87.0% |
|
QSI 4 |
Standard mail not delivered within 15 working days (per one thousand letters) |
5.0 |
2.3‰ |
1.4‰ |
|
QSI 5 |
Priority mail not delivered within 10 working days (per one thousand letters) |
3.0 |
2.5‰ |
1.5‰ |
|
QSI 6 |
Transit time for newspapers and periodicals (D+3) |
11.0 |
95.5% |
96.3% |
|
QSI 7 |
Transit time for intra-community cross-border mail (D+3) |
3.5 |
85.0% |
88.0% |
|
QSI 8 |
Transit time for intra-community cross-border mail (D+5) |
3.5 |
95.0% |
97.0% |
|
QSI 9 |
Transit time for standard parcels (D+3) |
5.0 |
90.5% |
92.0% |
|
QSI 10 |
Waiting time at post establishments (% of cases up to 10 minutes) |
5.0 |
75.0% |
85.0% |
Notes: D+X means delivery up to X working day(s) after deposit of items at mail reception points. RI - relative importance.
The Quality Convention further defines an overall quality of service indicator (OI), which is calculated according to levels of quality of service achieved by CTT for each of the referred QSI. The calculation method is as follows:
1st) each QSI defined in the Quality Convention is given a score according to the following methodology: (i) where the value achieved corresponds to the target value defined for each QSI, the QSI scores 100; (ii) where the value achieved is lower than the minimum value, the QSI scores 0; (iii) where the value achieved lies between the minimum value and the target value, the QSI scores a proportional value between 0 and 100; (iv) for values exceeding the target, the QSI’s score also exceeds 100, in proportion to the positive deviation from the target;
2nd) Scores achieved by each QSI are added together, being weighted by the respective relative importance.
As such, quality indicators have been laid down, which concern:
- transit time (deadlines and reliability): QSI1 to QSI9;
- waiting time: QSI10,
and which cover the following services:
- standard mail, priority mail and cross-border mail, as regards items of correspondence;
- newspapers and periodicals;
- parcels.
It may also be considered that all services provided by CTT, in the scope of the universal service, are covered by the indicator concerning waiting time at post establishments.
Quality parameters to be defined
“Properly delivered mail (in good time, with no losses or damages)” was deemed by residential customers to be the most relevant parameter for the overall quality of the postal service, according to the Survey on the Use of Postal Services developed by ICP-ANACOM by the end of December 2012 2. Waiting time was also deemed to be relevant for the overall quality of the postal service by residential customers, having generated one of the lowest levels of satisfaction3.
Moreover, according to information regularly reported by CTT to ICP-ANACOM4 on complaints received by this operator, on services within the scope of the universal service, the issue which drove the highest number of complaints in 2013 was the loss or substantial delay of postal items, representing 32.4% (17 537 files)5 of the total number of complaints.
Of total complaints on loss or substantial delay, around 70% concern international registered correspondence and around 12% concern national registered correspondence. The remaining 17% mainly concern non-registered national correspondence.
Other grounds for complaint received by CTT in the universal service scope, in 2013, included: distribution6 (25.9% of complaints); accessibility and conditions of service provision 7 (2.3% of complaints); damaged items (2.3% of complaints), re-routing of postal items8 (2.0%), disclosed information9 (0.4 %) and handling of complaints10 (0.1 %).
In the light of the above, ICP-ANACOM believes that indicators related to transit times (deadlines and reliability) and waiting times should continue to be defined.
ICP-ANACOM will continue to monitor complaints received by CTT, the definition of additional quality parameters, for the purpose of article 13 of the Postal Law, not being regarded as necessary.
Covered services
In the scope of the universal postal service, CTT provides the standard parcel service.
It is deemed in this context that performance obligations must continue to be defined, under and for the purposes provided for in paragraph 1 of article 13 of the Postal Law.
It should be mentioned that, at European level, in addition to Portugal, other 18 countries have defined quality of service indicators for parcel transit times11, in a range of 32 countries (vide Table 3).
Likewise, it is deemed also that performance obligations for transit times for newspapers and periodicals must be defined.
At European level, in addition to Portugal, only Denmark, Malta, France and Belgium have defined transit time indicators for newspapers and periodicals. In the case of France and Belgium, these targets are comprised in the scope of public service obligations and not in the scope of universal service obligations.
Given that this is a strand of the universal postal service in Portugal and as CTT still holds a significant market share, it is considered, as referred above, that performance targets should be defined for this service.
As far as items of correspondence are concerned, performance targets are presently defined for standard mail and for and priority mail.
According to available data, these are the services most commonly used by residential customers (according to the referred survey on the use of postal services and to data reported by CTT, in the scope of pricing proposals for the universal postal service).
As such, ICP-ANACOM believes that performance targets for these services must be defined.
At European level, according to the referred study by ERGP, all 31 countries taken into consideration (Portugal included) have defined performance targets for transit times for the national priority correspondence delivery service, which corresponds to the priority mail service provided by CTT (vide Table 3).
Of these 31 countries, 22 also provide, at national level, a non-priority correspondence delivery service, which in Portugal corresponds to the standard mail service. Of these 22 countries, 17 (including Portugal) have defined transit time performance targets (vide Table 3).
Performance targets for easy mail are not currently defined.
Given that:
a) in the scope of correspondence, this service is the least used by residential customers, being used by only 8% of respondents12;
b) this service shows one of the lowest weights in the traffic of postal services provided by CTT13;
c) although it is less used, this service presents, in 2012, a better level of satisfaction by residential customers as far as compliance with disclosed deadlines (delivery) is concerned,
the definition of performance targets for this service is not deemed to be required.
As far as registered mail is concerned, and whereas:
a) revenues of registered services represent close to half of total revenues of services that integrate the universal service, excluding direct mail;
b) one of the main grounds for complaints received by CTT is the loss or substantial delay of registered mail;
c) 13 European countries have defined quality targets for the registered mail service;
d) According to the survey on the use of postal services by the residential population, published in March 2013, the registered mail service is one of the most used services, second only to the standard mail service,
ICP-ANACOM takes the view that performance targets for registered mail must be defined.
|
Country |
Transit time |
Loss or substantial delay (reliability) * |
Waiting time |
|
AT |
Yes |
No |
No |
|
BE |
Yes |
No |
No |
|
BG |
Yes |
No |
No |
|
HR |
Yes |
No |
No |
|
CY |
Yes |
No |
No |
|
CZ |
Yes |
No |
No |
|
DK |
Yes |
No |
No |
|
EE |
Yes |
No |
No |
|
FI |
Yes |
No |
No |
|
FR |
Yes |
Yes |
No |
|
DE |
Yes |
No |
No |
|
EL |
Yes |
Yes |
No |
|
HU |
Yes |
Yes |
No |
|
IE |
Yes |
No |
No |
|
IT |
Yes |
No |
No |
|
LV |
Yes |
Yes |
Yes |
|
LT |
Yes |
No |
No |
|
LU |
Yes |
No |
No |
|
MT |
Yes |
Yes |
No |
|
NL |
Yes |
No |
No |
|
NO |
Yes |
Yes |
No |
|
PL |
Yes |
No |
No |
|
PT |
Yes |
Yes |
Yes |
|
FY |
Yes |
Yes |
No |
|
RO |
Yes |
No |
No |
|
RS |
Yes |
Yes |
No |
|
SK |
Yes |
No |
Yes |
|
SI |
Yes |
Yes |
No |
|
ES |
Yes |
No |
Yes |
|
SE |
Yes |
No |
No |
|
CH |
Yes |
Yes, underway |
No |
|
UK |
Yes |
Yes |
No |
|
Total positive responses |
32 |
12 |
4 |
Source: ERGP (13) 31 – Report on QoS and end-user satisfaction, for 2012.
Note *: It should be stressed that these indicators may in fact not correspond exactly to substantial delays and/or losses, as defined in Portugal and in the measurement technical standard developed by the European Committee for Standardisation, as they may correspond, for example for 3 to 5 working-day transit times.
|
Countries |
Priority mail |
Non-priority mail |
Newspapers and periodicals |
Parcels |
Registered mail |
Others |
|
AT |
Yes |
N/A |
No |
Yes |
Yes |
No |
|
BE |
Yes |
Yes |
No* |
Yes |
Yes |
No |
|
BG |
Yes |
Yes |
No |
Yes |
No |
No |
|
HR |
Yes |
Yes |
No |
No |
No |
No |
|
CY |
Yes |
N/A |
No |
No |
No |
No |
|
CZ |
Yes |
N/A |
No |
No |
No |
No |
|
DK |
Yes |
Yes |
Yes |
Yes |
Yes |
No |
|
EE |
Yes |
No |
No |
No |
No |
No |
|
FI |
Yes |
Yes |
No |
No |
No |
No |
|
FR |
Yes |
Yes |
No* |
Yes |
Yes |
Yes |
|
DE |
Yes |
N/A |
No |
Yes |
No |
No |
|
EL |
Yes |
No |
No |
No |
No |
No |
|
HU |
Yes |
Yes |
No |
Yes |
No |
Yes |
|
IE |
Yes |
N/A |
No |
Yes |
Yes |
No |
|
IT |
Yes |
N/A |
No |
No |
No |
No |
|
LV |
Yes |
Yes |
No |
Yes |
Yes |
No |
|
LT |
Yes |
Yes |
No |
No |
Yes |
No |
|
LU |
Yes |
No |
No |
Yes |
Yes |
No |
|
MT |
Yes |
N/A |
Yes |
Yes |
Yes |
Yes/No |
|
NL |
Yes |
N/A |
No |
No |
No |
No |
|
NO |
Yes |
Yes |
No |
Yes |
No |
No |
|
PL |
Yes |
Yes |
No |
Yes |
Yes |
No |
|
PT |
Yes |
Yes |
Yes |
Yes |
No |
No |
|
FY |
Yes |
No |
No |
No |
No |
No |
|
RO |
Yes |
No |
No |
No |
No |
No |
|
SK |
Yes |
Yes |
No |
Yes |
Yes |
Yes |
|
SI |
Yes |
Yes |
No |
Yes |
Yes |
No |
|
ES |
Yes** |
No |
Yes |
No |
No |
|
|
SE |
Yes |
Yes |
No |
No |
No |
No |
|
CH |
Yes |
Yes |
No |
Yes |
No |
No |
|
UK |
Yes |
Yes |
No |
Yes |
Yes |
Yes |
|
Total positive responses |
31 |
17 |
3 |
19 |
13 |
4 |
Source: ERGP (13) 31 – Report on QoS and end-user satisfaction, for 2012.
Notes:
* In the case of France and Belgium, these targets are comprised in the scope of public service obligations and not in the scope of universal service obligations.
** In Spain only one letter category exists, priority and non-priority services not being distinguished.
Serbia also responded, informing that a new Decree-Law on quality standards for the provision of the universal postal service is currently being drafted.
Performance targets to be defined, referred above, cover the national service, as it corresponds to the majority of postal traffic.
Additionally, it is considered that quality obligations must continue to be defined for international services, for which quality of service obligations have been defined in the Postal Directive, and which in the current Quality Convention correspond to QSI7 (Transit time for intra-community cross-border mail in D+3) and QSI8 (Transit time for intra-community cross-border mail in D+5).
Conclusion:
Based on the above, it is considered that the quality parameters and respective quality indicators, as set out below, must be defined, which corresponds to the maintenance of indicators currently defined in the Quality Convention, of July 2008 (vide Table 4), plus a new indicator on registered mail.
This new indicator applies only as from 2016, inclusively, so as to allow CTT to prepare its implementation, which is no longer possible for 2015.
|
Quality parameters |
Indicators |
|
|
QSP 1 Transit time |
QSI1 |
Transit time for standard mail (D+3) |
|
QSI2 |
Transit time for priority mail - Mainland (D+1) |
|
|
QSI3 |
Transit time for priority mail - MAM (D+2) |
|
|
QSI6 |
Transit time for newspapers and periodicals (D+3) |
|
|
QSI 7 |
Transit time for intra-community cross-border mail (D+3) |
|
|
QSI9 |
Transit time for standard parcels (D+3) |
|
|
QSI11 |
Transit time for registered mail (D+1)* |
|
|
QSP 2 (Loss or substantial delay - Reliability) |
QSI4 |
Standard mail not delivered within 15 working days (per one thousand letters) |
|
QSI5 |
Priority mail not delivered within 10 working days (per one thousand letters) |
|
|
QSI8 |
Transit time for intra-community cross-border mail (D+5) |
|
|
QSP 3 Waiting time |
QSI10 |
Waiting time at post establishments (% of cases up to 10 minutes) |
|
QSP 4 Overall quality parameter |
OI |
Overall Quality of Service Indicator |
Notes: N.A. – Not applicable. * Applies as from 2016, inclusively.
Lastly, it must be referred that indicators on standard mail, priority mail, registered mail, intra-community cross-border mail and parcels concern only single piece mail, and do not take bulk mail into consideration.
The following definitions apply to each quality of service indicator (QSI):
1. Transit time for Standard Mail (D+3)
Defined as the average percentage of letters sent to any location of the national territory as standard mail that reach their destination within 3 working days of being deposited at a mail reception point, taking as reference the total amount of letters conveyed.
2. Transit time for Priority Mail (D+1) - Mainland
Defined as the average percentage of letters sent to any location of the national territory as priority mail that reach their destination within 1 working day of being deposited at a mail reception point, taking as reference the total amount of letters conveyed.
3. Transit time for Priority Mail (D+2) - MAM
Defined as the average percentage of letters sent to any location of the Mainland and Autonomous Regions of Azores and Madeira (and vice-versa) or between the latter, referred to as MAM flows, as priority mail, that reach their destination within 2 working days of being deposited at a mail reception point, taking as reference the total amount of letters conveyed.
4. Standard mail not delivered within 15 working days
Defined as the number of letters sent to any location of the national territory as standard mail, which are not returned and which do not reach their destination within 15 days of being deposited at a mail reception point, per one thousand letters conveyed.
5. Priority mail not delivered within 10 working days
Defined as the number of letters sent to any location of the national territory as priority mail, which are not returned and which do not reach their destination within 10 working days of being deposited at a mail reception point, per one thousand letters conveyed.
6. Transit time for Newspapers and Periodicals (D+3)
Defined as the average percentage of items covered by the newspapers and periodicals category sent to any location of the national territory, which reach their destination within 3 working days of being deposited at a mail reception point, taking as reference the total amount of items conveyed.
7. Transit time for Intra-community Cross-border Mail (D+3)
Defined as the average percentage of intra-community cross-border letters, sent to and from Portugal as international first class mail, which reach their destination within 3 working days of being deposited at a mail reception point, taking as reference the total amount of letters conveyed.
8. Transit time for Intra-community Cross-border Mail (D+5)
Defined as the average percentage of intra-community cross-border letters, sent to and from Portugal as international first class mail, which reach their destination within 5 working days of being deposited at a mail reception point, taking as reference the total amount of letters conveyed.
9. Transit time for Standard Parcels (D+3)
Defined as the average percentage of postal parcels sent to any location in the national territory, as standard parcels, which reach their destination postal establishments within 3 working days of being deposited at a mail reception point, taking as reference the total amount of postal parcels conveyed.
10. Waiting time at Post Establishments
Defined as the average percentage of customer service operations performed at the various types of postal establishments, namely, post stations and post offices, the waiting time of which does not exceed ten minutes. The waiting time is measured from the moment the customer starts waiting in a queue until he/she is actually served, over the whole period during which front-desk points are opened.
11. Transit time for registered mail (D+1)
Defined as the average percentage of letters sent to any location of the national territory as registered mail delivered by hand that reach their destination (delivery at the address of the addressee, or where it is impossible to perform the delivery, on the date of the first attempt to perform the delivery at the address of the addressee, and placing of a delivery notice) within 1 working day of being deposited at any mail reception point, taking as reference the total amount of registered letters conveyed as registered mail delivered by hand.
12. Overall Quality of Service Indicator (OI)
The overall quality of service indicator is calculated, in each year, according to the levels of quality of service achieved for each of the referred QSI in force in each year, being calculated as follows:
First, each of the defined QSI is given a score, according to the quality achieved by CTT, as described in the table below:
|
Quality of Service (QoS) achieved by CTT |
Score given to the QSI |
|
QoS < = Minimum |
0 |
|
QoS = Target |
100 |
|
Minimum < QoS < Target |
Allocation of a proportional value between 0 and 100 |
|
QoS > Target |
Allocation of a score over 100, in proportion to the positive deviation from the Target |
Graphically:
Second, scores obtained as defined above are multiplied by the relative importance (RI) of each QSI.
Third, scores of all QSI obtained previously are added together.
The calculation of OI requires the definition of the RI of each QSI taken separately.
Given that the new QSI on registered mail applies only as from 2016, inclusively, and that QSI currently defined in the 2008 Quality Convention remain in force for 2015, RI values currently defined in the Quality Convention remain also in force for 2015, in the interest of simplification.
The RI of QSI to be applied in 2016 and 2017 will now be defined, taking into account available information on services traffic and revenue for 2013.
|
Postal Service |
2013 Traffic (No. of items) |
Weight on traffic |
2013 Revenues(Euro) |
Weight on revenues |
RI in force |
|
National standard mail |
(BCI) |
|
|
|
50% |
|
National priority mail |
|
|
|
|
22% |
|
National editorial mail |
|
|
|
|
11% |
|
Cross-border mail * |
|
|
|
|
7% |
|
National standard parcel |
|
|
|
|
5% |
|
National registered mail |
|
|
|
(ECI) |
N.A. |
|
Total postal services |
|
100.00% |
|
100.00% |
95% |
Source: Data reported by CTT (2013), not taking bulk mail into consideration.
Notes: *international outgoing standard mail and incoming priority correspondence.
RI - Relative importance. N.A. – Not applicable.
Remaining 5% correspond to the RI of the waiting time indicator.
It is deemed that the relative importance of each QSI must, in principle, correspond to the average weight of the service in terms of traffic and revenues, As such, both the effective use of services by users, and their value, are equally taken into consideration.
Some adjustments are however made, primarily because it is necessary to assign a relative importance to the waiting time indicator.
Moreover, an increased importance must be granted to QSIs for priority mail, standard mail and parcels, compared to what results from the corresponding average of weights in traffic and revenues.
These adjustments are made against relative importance values that would result for registered mail and intra-community cross-border mail.
|
Quality of Service Indicators |
Current RI |
New RI |
|
|
QSI1 |
Transit time for standard mail (D+3) |
45.0% |
32.0% |
|
QSI2 |
Transit time for priority mail - Mainland (D+1) |
15.0% |
6.0% |
|
QSI3 |
Transit time for priority mail - MAM (D+2) |
4.0% |
3.0% |
|
QSI4 |
Standard mail not delivered within 15 working days (per one thousand letters) |
5.0% |
3.0% |
|
QSI5 |
Priority mail not delivered within 10 working days (per one thousand letters) |
3.0% |
3.0% |
|
QSI6 |
Transit time for newspapers and periodicals (D+3) |
11.0% |
10.0% |
|
QSI7 |
Transit time for intra-community cross-border mail (D+3) |
3.5% |
2.5% |
|
QSI8 |
Transit time for intra-community cross-border mail (D+5) |
3.5% |
2.5% |
|
QSI9 |
Transit time for standard parcels (D+3) |
5.0% |
3.0% |
|
QSI10 |
Waiting time at post establishments (% of cases up to 10 minutes) |
5.0% |
5.0% |
|
QSI11 |
Transit time for registered mail (D+1) |
N.A. |
30.0% |
|
Total |
100% |
100% |
|
Note: N.A. - Not applicable.
1 Within weight limits defined in the referred article 12 of the Postal Law.
2 The universe defined for this survey was made up of individuals aged 15 years old or older, residing in conventional dwellings, as their usual residence, located in Portugal (Mainland and Autonomous Regions). The sampling process was based on a two-stage approach: (1) selection of dwellings occupied as the usual residence through a sampling approach that was stratified according to NUTS II region and habitat; (2) selection of an individual within each dwelling ensuring quotas regarding gender, age, education level and professional occupation within each NUTS II region, according to INE’s general population census (2012). The sample size corresponds to 1374 interviews, being guaranteed a maximum margin of error of 2.68 p.p. (semi-range of a 95% confidence interval for a proportion). Data were collected via computer-assisted telephonic interviews (CATI) which took place between 8 November and 15 December 2012. The fieldwork and processing of information was undertaken by GFK.
3 The following issues were also assessed in the referred survey: clarity and transparency of the information provided; performance of counter staff; opening hours; location; accessibility for people with special needs. The first issue (clarity and transparency of the information provided) is also covered by this decision, in the scope of the disclosure of information to users. Opening hours and location are dealt with in the scope of the definition of targets concerning the density of the postal network and minimum services provided, under Base XV of the universal postal service concession. Accessibility for people with special needs is the subject of specific legislation. The performance of counter staff may be related, in certain situations, to emotional factors and not necessarily to the service provided, in terms of compliance with disclosed or agreed service conditions.
4 In the scope of and under paragraph 5 of article 41 of the Postal Law, according to ICP-ANACOM’s determination of 12.12.2013.
5 Note: values yet to be audited, the respective audit being currently underway.
6 This category covers complaints on when, where and how postal items are delivered, as well as complaints on items delivered at the wrong address or to wrong addressees.
7 These complaints concern aspects related to working hours of postal establishments, waiting times, cleanliness of postal establishments, accessibility for people with special needs.
8 These complaints concern postal item re-routing services provided by the operator, for example associated to a permanent or temporary change of address on the part of the addressee.
9 These complaints concern information provided by the postal service provider on services provided and respective conditions, such as: provision of information on specifications and prices of products, provision of inaccurate information or advice; information on complaint procedures.
10 These complaints concern the way how complaints made were handled.
11 Source: ERGP (13) 31 – report on QoS and end-user satisfaction, for 2012.
12 According to data regularly reported by CTT to ICP-ANACOM and to CTT’s Prospectus for Open Bid and Admission to Trading at Euronext Lisbon, of 18.11.2013 (page 136).
13 These complaints concern postal item re-routing services provided by the operator, for example associated to a permanent or temporary change of address on the part of the addressee.
