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
Technical Committee
Drafting Committee
Current Stage
9060 - Closure of 2 Year Review Enquiry - Review Enquiry
Start Date
03-Jun-2024
Completion Date
03-Jun-2024

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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
...

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