iTeh StandardsiTeh Standards
EURUSD
Your shopping cart is empty.
CEN

CEN/TS 15511:2008

(Main)

Postal services - Quality of service - Information available on postal services

Postal services - Quality of service - Information available on postal services

In applying the European postal directives (97/67/CE and 2002/39/CE), standards regarding the quality of service are to be set and published in relation to the universal services. With the development of the internal market, these standards aim to ensure a better quality of universal services in Europe.
In this context, a project team was mandated (mandate M/312) by the European commission to develop a European standard or standards relating to the quality of access to postal services and to the quality of postal delivery. The work item was under the control of CEN technical committee 331.  A report was produced by the project team which identified information availability with regard to access and delivery as a priority for standard development.  
This Technical Specification is intended to provide a measurement methodology to assess information availability using desk research and a Mystery Shopper Approach.  The Technical Specification does not intend to impose service commitments.  
Information is considered to be one of the key steps in accessing postal services and postal users need to have information available on the proposed services as well as the applicable conditions for access. Increasing the level of information available will inevitably reduce complaints, resulting in improved customer satisfaction and higher overall customer loyalty.

Postalische Deinstleistungen - Dienstqualität - Verfügbare Informationen über postalische Dienstleistungen

Unter Anwendung der Europäischen Postrichtlinien (97/67/CE und 2002/39/CE) sind im Zusammenhang mit den Universalpostdienstleistungen die Dienstqualität betreffende Normen zu erstellen und zu veröffentlichen. Im Kontext der Entwicklung des Binnenmarktes zielen diese Normen auf eine bessere Qualität der Universalpostdienstleistungen in Europa ab.
In diesem Zusammenhang wurde eine Projektgruppe von der Europäischen Kommission mandatiert (Mandat M/312), eine Europäische Norm oder Normen zu entwickeln, die sich auf die Qualität des Zugangs zu postalischen Dienstleistungen und die Qualität der Postzustellung beziehen. Das Projekt wurde durch das Technische Komitee CEN/TC 331 geleitet. Von der Projektgruppe wurde ein Bericht erstellt, der die Informationsverfügbarkeit hinsichtlich des Zugangs und der Zustellung als eine Priorität bei der Normen¬entwicklung identifizierte.
Die Zielsetzung dieses Dokuments besteht darin, eine Messverfahrensweise für die Bewertung der Informations¬verfügbarkeit unter Anwendung von Sekundärforschung und eines Scheinkundenansatzes bereitzustellen. Dieses Dokument beabsichtigt nicht, Dienstleistungsverpflichtungen vorzugeben.
Information wird als einer der Schlüsselschritte beim Zugang zu postalische Dienstleistungen betrachtet, und postalische Nutzer benötigen verfügbare Informationen über die vorgeschlagenen Dienste sowie die Anwendungsbedingungen für deren Zugang. Ein Anheben des Informationslevels über verfügbare Informationen ergibt zwangsläufig einen Rückgang von Beschwerden, so dass sich die Kundenzufriedenheit verbessert und sich allgemein Kundetreue erhöht.

Services postaux - Qualité de service - Information disponible sur les services postaux

Poštne storitve - Kakovost storitve - Informacije o poštnih storitvah

General Information

Status
Published
Publication Date
01-Apr-2008
ICS
03.240 - Postal services
Technical Committee
CEN/TC 331 - Postal services
Drafting Committee
CEN/TC 331 - Postal services
Current Stage
9060 - Closure of 2 Year Review Enquiry - Review Enquiry
Start Date
03-Jun-2024
Completion Date
03-Jun-2024
Mandate
M/312 - Standardization mandate addressed to the CEN in the field of the postal services and equipment
Ref Project
SIST-TS CEN/TS 15511:2008 - Postal services - Quality of service - Information available on postal services

Buy Standard

TS CEN/TS 15511:2008TS CEN/TS 15511:2008
PreviousNext
Technical specification
TS CEN/TS 15511:2008
English language
14 pages
sale 10% off
Preview
sale 10% off
Preview
e-Library read for
1 day

Standards Content (Sample)


SLOVENSKI STANDARD
01-julij-2008
Poštne storitve - Kakovost storitve - Informacije o poštnih storitvah
Postal services - Quality of service - Information available on postal services
Postalische Deinstleistungen - Dienstqualität - Verfügbare Informationen über
postalische Dienstleistungen
Services postaux - Qualité de service - Information disponible sur les services postaux
Ta slovenski standard je istoveten z: CEN/TS 15511:2008
ICS:
03.240 Poštne storitve Postal services
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

TECHNICAL SPECIFICATION
CEN/TS 15511
SPÉCIFICATION TECHNIQUE
TECHNISCHE SPEZIFIKATION
April 2008
ICS 03.240
English Version
Postal services - Quality of service - Information available on
postal services
Services postaux - Qualité de service - Information Postalische Deinstleistungen - Dienstqualität - Verfügbare
disponible sur les services postaux Informationen über postalische Dienstleistungen
This Technical Specification (CEN/TS) was approved by CEN on 10 December 2007 for provisional application.
The period of validity of this CEN/TS is limited initially to three years. After two years the members of CEN will be requested to submit their
comments, particularly on the question whether the CEN/TS can be converted into a European Standard.
CEN members are required to announce the existence of this CEN/TS in the same way as for an EN and to make the CEN/TS available
promptly at national level in an appropriate form. It is permissible to keep conflicting national standards in force (in parallel to the CEN/TS)
until the final decision about the possible conversion of the CEN/TS into an EN is reached.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland,
France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal,
Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
Management Centre: rue de Stassart, 36  B-1050 Brussels
© 2008 CEN All rights of exploitation in any form and by any means reserved Ref. No. CEN/TS 15511:2008: E
worldwide for CEN national Members.

Contents Page
Foreword.4
Introduction .5
1 Scope.6
2 Normative References.6
3 Terms and definitions .6
4 Availability of information as a QoS Indicator.9
4.1 General.9
4.2 Structural Characteristics.9
4.2.1 General.9
4.2.2 A: Type of Access Point.10
4.2.3 B: Type of Information Channel .10
4.2.4 C: Type of Information .10
4.2.5 D: Type of Indicator .10
4.3 Quality Indicators.10
4.3.1 Address of a Postal Access Point.10
4.3.2 Location of a Postal Access Point at a given Address.11
4.3.4 Opening Hours.12
4.3.5 Universal Services.13
4.3.6 Last Collection Time (Posting Time / Acceptance Time).14
4.3.7 Access to Complaint Management & Compensation .14
5 Methodology.15
5.1 General.15
5.2 Representative Sample Design .15
5.3 Geographical Stratification.16
5.3.1 General.16
5.3.2 Stratification parameters .16
5.3.3 Stratification.16
5.4 Discriminant Access Point Characteristics .16
5.4.1 Role of the Access Point in the Measurement.16
5.4.2 Discriminant Types of Access Points on Local Level .17
5.4.3 Sources of Information on nationwide level .17
5.5 Estimators .18
5.5.1 General.18
5.5.2 Accuracy.18
5.5.3 Measurement results.18
5.5.4 Calculation of the accuracy.19
5.6 Weighting of the results.20
5.6.1 Weighting according to the sample design .20
5.6.2 Weighting due to failed measurement or invalid answers .20
5.6.3 Changes of access point characteristics and population density .21
5.6.4 Aggregation of results .21
6. Mystery Shopper Approach.21
6.1 General.21
6.2 Type of Information Channel .22
6.2.1 Visit at the Access Point .22
6.2.2 National Telephone Hotline .24
6.2.3 National Website.24
7 Report .25
7.1 Timing .25
7.2 Content .25
8 Quality Control & Auditing .26
Annex A (normative)  Quality control and auditing.27
A.1 Quality control .27
A.1.1 Statistical design .27
A.1.2 Conducting Mystery Shopper Visits.27
A.1.3 Data collection .27
A.1.4 Data analysis.28
A.1.5 Reporting.28
A.1.6 Archiving .28
A.1.7 Quality control and Information Technology (IT).28
A.2 Auditing .28
A.2.1 Scope of the auditing process .28
A.2.2 Access Point Audit.29
A.2.3 Stability of the parameters .29
A.2.4 Instructions given to the mystery shoppers.29
A.2.5 General audit of the system .29
Annex B (informative) Possible Dimensions of the Monitor .30
B.1 General Remarks .30
B.2 Class One Indicators.30
B.3 Class Two Indicators.31
B.4 Considerations prior to implementation:.32
Annex C (informative) Assistance for special needs .33
Bibliography.34

Foreword
This document (CEN/TS 15511:2008) has been prepared by Technical Committee CEN/TC 331 “Postal
Services”, the secretariat of which is held by NEN.
According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following
countries are bound to announce this CEN Technical Specification: Austria, Belgium, Bulgaria, Cyprus, Czech
Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia,
Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain,
Sweden, Switzerland and United Kingdom.
Introduction
In applying the European postal directives (97/67/CE and 2002/39/CE), standards regarding the quality of
service are to be set and published in relation to the universal services. With the development of the internal
market, these standards aim to ensure a better quality of universal services in Europe.
In this context, a project team was mandated (mandate M/312) by the European commission to develop a
European standard or standards relating to the quality of access to postal services and to the quality of postal
delivery. The work item was under the control of CEN Technical Committee
...

Questions, Comments and Discussion

Ask us and Technical Secretary will try to provide an answer. You can facilitate discussion about the standard in here.

This May Also Interest You

CEN
CEN/TR 18085:2024(Main)
Postal services – Safe, secured and contactless delivery of postal items
SIST-TP CEN/TR 18085:2024

This document specifies new methods available to customers from the logistic transportation companies for safe secure and contactless delivery of postal items.
The methods specified in this document provides the senders and the receivers with a proof of receipt or proof that an attempt of delivery was made. It includes methods on how to deliver without having the customer to sign for the delivery.
More specifically, the methods specified in this document cover the process of last mile delivery of postal items, including home delivery and delivery at public places, residential buildings and corporate buildings.
This document describes all delivery methods, including those requiring physical contact, and rank them from a health and safety, and operational point of view.

  • Technical report
    18 pages
    English language
    sale 10% off
    e-Library read for
    1 day
CEN
EN 14534:2023(Main)
Postal services - Quality of service - Measurement of the transit time of end-to-end services for bulk mail
SIST EN 14534:2024

This European Standard specifies methods for measuring the end-to-end transit-time of domestic and cross-border bulk mail, collected, processed and delivered by postal service operators. It considers methods using representative end-to-end samples for all types of bulk-mail services with defined transit-time service-levels as offered to the postal customer. It specifies a set of minimum requirements for the design of a quality-of-service measurement system for bulk mail, involving the selection and distribution of test mail sent by business senders and received by selected panellists.
This European Standard is applicable to the measurement of end-to-end priority and non-priority bulk-mail services. For the purpose of this standard, bulk mail services can include all types of addressed bulk mail including, but not limited to letter mail, direct mail, magazines and newspapers and encombrant-format mailings.
This European Standard relates to the measurement of bulk-mail services offered to businesses that have pick-ups at their offices or give their mail to postal service operators. If a third party agent acts for the postal operator, then the time the mail is handed over to the agent will form part of the measurement. Where a third party agent acts for the sending customer, the measurement will be from the point when mail is handed over to the postal operator.
This European Standard is of modular structure. It is designed to assess the service performance of postal operators for bulk mail services on the level of a single bulk mailing as defined by the postal customer or any aggregations thereof, including the performance of an individual customer / operator or the performance of a group of customers / operators or the performance at national level.
The standardized QoS measurement-method provides a uniform way for measuring the end-to-end transit time of postal items. Using a standardized measurement-method will ensure that the measurement will be done in an objective and equal way for all operators in accordance with the requirements of the Directive 97/67/EC and its amendments.
The end-to-end service measured may be provided by one operator or by a group of operators working either together in the same distribution chain or parallel in different distribution chains. The method for end-to-end measurement specified in this European Standard is not designed to provide results for the measurement of parts of the distribution chain.
This standard does not include other service performance indicators than those related to end-to-end transit time. In particular, this standard does not measure whether the timings of collections meet customers’ requirements.
The transit-time quality-of-service result will be expressed as percentage of mail delivered by, on or between expected dates. These dates can be defined absolute as calendar-days or relative to the date of induction. The transit time calculation rule will be in whole days.
This quality of service indicator does not measure the postal operator’s overall performance in a way, which provides direct comparison of postal service operators. This European Standard nevertheless provides minimum requirements for the comparability of end-to-end transit-time measurement results of specific bulk mailings.
This European Standard is not applicable for the measurement of end-to-end transit-times of single-piece mail services and hybrid mail, which require different measurement systems and methodologies (see, for example, EN 13850, Postal Services - Quality of Services - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail. (...)

  • Standard
    123 pages
    English language
    sale 10% off
    e-Library read for
    1 day
CEN
EN 17837:2023(Main)
Postal Services - Parcel Delivery Environmental Footprint - Methodology for calculation and declaration of GHG emissions and air pollutants of parcel logistics delivery services
SIST EN 17837:2023

This document establishes a common methodology for the calculation, allocation and declaration of Greenhouse gases (GHGs) as well as air pollutant emissions related to any parcel delivery service.
It only covers a part of the entire retail value chain. The retail value chain usually consists of creating the product, storing the inventory, distributing the goods and making the product available for consumers.
This document includes only the distribution of goods but considers the entire value chain of the parcel transportation process flow, namely the collection and delivery rounds, the trunking and the operations due to processing and the physical handling of parcels. See Figure 1 below for a graphical illustration.

  • Standard
    81 pages
    English language
    sale 10% off
    e-Library read for
    1 day
CEN
EN ISO 19160-4:2023(Main)
Addressing - Part 4: International postal address components and template language (ISO 19160-4:2023)
SIST EN ISO 19160-4:2023

This document defines key terms for postal addressing, postal address components and constraints on their use.
Specifically, this document specifies postal address components organized into three hierarchical levels:
—    elements, such as organization name or postcode, which have well-defined conceptual meaning and are not themselves made up of subordinate components, though they can be sub-divided for technical purposes;
—    constructs, such as organization identification, which group elements into units form a logical portion of a postal address;
—    segments, such as addressee specification, which group related postal address constructs and/or postal address elements into units with a specific defined function.
This document also specifies a mechanism for the creation of sub-elements, which correspond to either sub-divisions of element content, such as door type or door indicator or to multiple occurrences and locations of elements in an address, such as levels of administrative regions.
This document does not specify the length of any component nor the value range of any component.
Moreover, this document specifies the codes to identify elements and sub-elements.
Further, this document specifies postal address rendering rules. This includes:
—    identification and ordering of output lines in a rendered address;
—    conditions for the selection of candidate lines;
—    the order and concatenation of postal address components;
—    required and optional components;
—    parameters to contextualize an address for rendering;
—    the formatting of the components, subject to constraints on the space available for that task.
Postal address rendering rules are represented in this document as a postal address template.
Finally, this document specifies language suitable for computer processing to formally express postal address templates.
This document does not cover the topic of data protection. Users of the document are nevertheless reminded that the storage and exchange of personal data are subject to legislation in many countries.

  • Standard
    74 pages
    English language
    sale 10% off
    e-Library read for
    1 day
CEN
CEN/TS 14826:2022(Main)
Postal services - Automatic identification of items - Two dimensional bar code symbol print quality specification for machine readable Digital Postage Marks
SIST-TS CEN/TS 14826:2022

This document:
- specifies a methodology for the measurement of defined print quality attributes of Digital Postage Marks in the form of two-dimensional bar code symbols on mail-pieces;
- defines methods for grading the results of these measurements and deriving an overall symbol quality grade as a guide to estimating the readability of the Digital Postage Marks;
- provides guidelines for printing and gives information on possible causes of deviation from high grades to assist users in taking appropriate corrective action;
- defines a test procedure for the assessment of printing systems for the production of Digital Postage Marks.
These provisions apply to the Digital Postage Mark blocks as they appear on fully produced mail items when remitted to postal operators, including the characteristics resulting from operations other than printing per se that affect their appearance to a mail processing system (covering, inserts into transparent window envelopes, affixed Digital Postage Mark labels).
This document does not define the qualification tests or sampling requirements necessary to determine the practical feasibility of any specific read rate.
Although this document is not intended for barcodes (other than Digital Postal Marks) which can be printed on mail pieces for item identification or additional services, a similar methodology can be applied.

  • Technical specification
    30 pages
    English language
    sale 10% off
    e-Library read for
    1 day
CEN
CEN/TR 17536:2020(Main)
Requirements for electronic advanced data (EAD) in postal operations, in particular compliant to security and customs requirements
SIST-TP CEN/TR 17536:2021

The scope will be defined during the preliminary stage.

  • Technical report
    93 pages
    English language
    sale 10% off
    e-Library read for
    1 day
CEN
CEN/TR 17535:2020(Main)
Requirements to connect, access, participate and further develop open global networks and systems, for postal operators and the wider postal sector players
SIST-TP CEN/TR 17535:2021

The scope will be defined during the preliminary stage.

  • Technical report
    53 pages
    English language
    sale 10% off
    e-Library read for
    1 day
CEN
CEN/TS 17523:2020(Main)
Postal services - Packaging for boxable items - Characteristics for packaging of small and light weight items to be delivered into the consumer’s letterbox
SIST-TS CEN/TS 17523:2020

This document covers physical properties and characteristics for the packaging for small and light weight postal items to be delivered into the consumer’s letterbox. It covers the main design features for the packaging of letterboxable postal items, notably the sizes and stacking as well as postal and environmental requirements.
This document is targeted to e-retailers and postal operators.

  • Technical specification
    16 pages
    English language
    sale 10% off
    e-Library read for
    1 day
CEN
CEN/TS 17073:2020/AC:2020(Corrigendum)
Postal services - Interfaces for cross border parcels
SIST-TS CEN/TS 17073:2020/AC:2020

2020-07-08 - TC - Correction of two formats in rows "Item identifier" and "Additional barcode" in Table 1

  • Corrigendum
    3 pages
    English language
    sale 10% off
    e-Library read for
    1 day
CEN
EN 13850:2020(Main)
Postal services - Quality of services - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail
SIST EN 13850:2020

This European Standard specifies methods for measuring the end-to-end transit time of domestic and cross-border Single Piece Priority Mail (SPPM), collected, processed and delivered by postal service operators. It considers methods using representative end-to-end samples for all types of single piece priority mail services for addressed mail with defined transit-time service levels offered to the customer. This standard is applicable to the measurement of End-to-End priority mail services.
The standardized QoS-measurement method provides a uniform way for measuring the end-to-end transit time of postal items. Using a standardized measurement method will assure that the measurement will be done in an objective and equal way for all operators in accordance with the requirements of the Postal Directive 97/67/EC and its amendments.
This European Standard is mandatory and mainly used for performance measurement connected to requirements of the Universal Postal Service; domestic and international (UNEX).

  • Standard
    116 pages
    English language
    sale 10% off
    e-Library read for
    1 day