The QSI values reported by CTT for the year 2018 are those contained in Table 1. According to that company, the QSI figures incorporate deductions for the effects of air transport disruption, which occurred in the Autonomous Region of Madeira on 07 and 08 December 2018 and in the Autonomous Region of the Azores on 27 November 20181.
|
SERVICE QUALITY INDICATORS |
Established values |
Quality year 2018 (a) |
|||
|
RI (%) |
Minimum |
Target |
|||
|
QSI1 |
Transit time standard mail (D+3) |
32.0 |
95.5% |
96.3% |
96.4% |
|
QSI2 |
Transit time blue (priority) mail – Mainland (D+1) |
6.0 |
93.5% |
94.5% |
92.3% |
|
QSI3 |
Transit time blue (priority) mail – CAM (D+2) |
3.0 |
84.0% |
87.0% |
86.0% |
|
QSI4 |
Standard mail not delivered within 15 working days (per thousand letters) |
3.0 |
2.3% |
1.4% |
0.7% |
|
QSI5 |
Blue (priority) mail not delivered within 10 working days (per thousand letters) |
3.0 |
2.5% |
1.5% |
1.2% |
|
QSI6 |
Transit time newspapers and periodicals (D+3) |
10.0 |
95.5% |
96.3% |
97.0% |
|
QSI7 |
Transit time cross-border intra-community mail (D+3) |
2.5 |
85.0% |
88.0% |
80.5% |
|
QSI8 |
Transit time cross-border intra-community mail (D+5) |
2.5 |
95.0% |
97.0% |
96.0% |
|
QSI9 |
Transit time standard parcel (D+3) |
3.0 |
90.5% |
92.0% |
94.8% |
|
QSI10 |
Waiting time at postal establishments (% of events up to 10 minutes) |
5.0 |
75.0% |
85.0% |
91.4% |
|
QSI11 |
Transit time registered mail (D+1) |
30.0 |
89.0% |
91.0% |
93.7% |
|
OI - OVERALL SERVICE QUALITY INDICATOR (b) |
N/A |
N/A |
N/A |
155 |
|
Source: (a) CTT and PwC measurement system.
(b) ANACOM, based on information reported by CTT.
Notes: D+X means delivery within X working day(s) after deposit of postal items at mail reception point.
RI – Relative importance.
N/A – Not applicable.
Values not yet audited.
According to the values in Table 1, it can be seen that:
a) the following QSI exceeded the target values established for the year:
- QSI1 (transit time standard mail);
- QSI4 (standard mail not delivered within 15 working days);
- QSI5 (blue (priority) mail not delivered within 10 working days);
- QSI6 (transit time newspapers and periodicals);
- QSI9 (transit time standard parcel);
- QSI10 (waiting time at postal establishments);
- QSI11 (transit time registered mail);
b) the following QSI did not exceed the respective annual target values and exceeded the respective annual minimum values:
- QSI3 (transit time blue (priority) mail – CAM);
- QSI8 (transit time cross-border intra-community mail D+5);
c) the following QSI did not meet the target values and the minimum values established for the year:
- QSI2 (transit time blue (priority) mail Mainland);
- QSI7 (transit time cross-border intra-community mail D+3);
d) the overall service quality indicator (OI) reached a value of 1552.
According to CTT, in addition to the transport disruptions, the results in 2018 were negatively affected by labour disruptions at the end of December 2017 and also in 2018 – a general strike by CTT workers on 21 and 22 December and 23 February - which, according to the company, resulted in a drop in the performance of transit times in early January and late February.
Regarding the indicators for cross-border intra-community mail, according to CTT and as the end-to-end results are measured, “their unfavourable results are dependent on the performance of the originating and destination postal operators, which, according to information from the IPC - International Post Corporation, have changed their operating models and revised their domestic quality standards, following a progressive decline in postal traffic.
With respect to QSI2 and QSI7, as the respective minimum values have not been reached, the compensation mechanism provided for under Article 7 of the “Quality of service parameters and performance targets associated with the provision of the universal postal service” shall apply, as established in ANACOM’s decision of 30.12.2014.
1 It is recalled that ANACOM:
a) by decision of 25.07.2018, granted the deduction: (i) of the registers of mailings of standard mail and standard parcels from 05 to 08 February (inclusive) and of blue (priority) mail and registered mail from 06 to 08 February (inclusive), in the flows from the Autonomous Region of Madeira to mainland Portugal and to the Autonomous Region of the Azores; (ii) the registers of mailings of standard mail from February 02 to 08 (inclusive), standard parcels from February 05 to 08 (inclusive) and blue (priority) mail and registered mail from February 06 to 08 (inclusive), in flows to the Autonomous Region of Madeira from Mainland Portugal and the Autonomous Region of the Azores – due to air traffic disruption at Funchal airport on 07 and 08 February 2018, caused by bad weather.
b) A decision of 28.03.2019 granted the deduction of the registers of mailings of standard mail and standard parcels from 23 to 27 November (inclusive) and blue (priority) mail and registered mail from 26 to 27 November (inclusive), in the flows of to the Autonomous Region of the Azores, with the exception of the internal sending of postal items to each island of the Azores – due to air traffic disruption at airports in the Autonomous Region of the Azores caused by storm Diana.
2 The target is 100 or more.
