EN 14137:2003

Postal services - Quality of service - Measurement of loss of registered mail and other types of postal service using a track and trace system

This European Standard specifies methods for measuring the level of loss and substantial delay of domestic and cross-border registered letter mail, collected, processed and delivered by postal service providers. The resulting overall figure for loss and substantial delay is expressed as a percentage of the total posted registered mail collected or received by the postal service providers.
This European Standard is applicable only to those service providers which have a measurement system in place which
- records each item as it is posted,
- records each item as it is delivered,
- can, by comparing these records, count the number of items which have been posted and not delivered.
This European Standard can be used if appropriate to measure the level of loss of other types of postal items for which such a measurement system is in operation.
This European Standard specifies requirements for the design and operation of the measurement system and for other procedures to allow the level of loss to be calculated.
This European Standard does not specify technical requirements for the design and operation of a registered letter service, except for purposes of measurement. It does not deal with the technical requirements of a track and trace system.
This European Standard includes specifications for the quality control of the measurement system and for the reporting of loss of mail.

Postalische Dienstleistungen - Dienstqualität - Messung des Verlusts registrierter Sendungen und anderer Postdienste mit Hilfe eines "track and trace" -Systems

Mit dieser Europäischen Norm werden Verfahren für die Messung der Verlustrate und einer erheblichen Verspätung inländischer und grenzüberschreitender Einschreib-Briefsendungen konkretisiert, die von Postdienstanbietern abgeholt, bearbeitet und zugestellt werden. Die sich ergebende Gesamtrate für Verlust und erhebliche Verspätung wird ausgedrückt als prozentualer Anteil aller eingelieferten Einschreibsendungen, die von den Postdienstleistern abgeholt oder angenommen wurden.
Diese Europäische Norm gilt nur für die Dienstanbieter, die ein Messsystem eingeführt haben, das
¾ jede Sendung bei der Einlieferung erfasst,
¾ jede Sendung bei der Zustellung erfasst,
¾ in der Lage ist, durch einen Vergleich dieser Erfassungsunterlagen die Anzahl der eingelieferten und nicht ausgelieferten Sendungen zu zählen.
Diese Europäische Norm kann ggf. zur Messung der Verlustrate anderer Postsendungsarten genutzt werden, auf die ein solches Messsystem angewandt wird.
Diese Europäische Norm legt die Anforderungen fest für die Gestaltung und die Anwendung des Messsystems und für andere Verfahren zur Berechnung der Verlustrate.
Mit dieser Europäischen Norm werden keine technischen Anforderungen für die Gestaltung und den Betrieb eines Einschreibbriefdienstes konkretisiert, es sei denn für Messzwecke. Diese Norm betrifft nicht die technischen Anforderungen eines �track-and-trace"-Systems.
Diese Europäische Norm umfasst Spezifikationen für die Qualitätskontrolle des Messsystems und die Meldung verloren gegangener Post.
.

Services postaux - Qualité du service - Mesure de la perte du courrier recommandé et d'autres types de services postaux par un système de suivi

La présente Norme européenne spécifie les méthodes de mesure du niveau de perte et de retard excessif du courrier recommandé intérieur et transfrontalier, collecté, traité et distribué par les prestataires de services postaux. Le chiffre final qui en résulte pour la perte et les retards excessifs est exprimé en pourcentage de l'ensemble du courrier recommandé posté, collecté ou reçu par les prestataires de services postaux.
La présente Norme européenne est applicable uniquement aux opérateurs postaux qui possèdent un système de mesure leur permettant :
¾ d'enregistrer chaque envoi tel qu'il a été posté ;
¾ d'enregistrer chaque envoi tel qu'il a été distribué ;
¾ de comparer ces enregistrements pour dénombrer les envois qui ont été postés mais non distribués.
S'il y a lieu, la présente Norme européenne peut être utilisée pour mesurer le niveau de perte d'autres types d'envois postaux pour lesquels ce système de mesure est opérationnel.
La présente Norme européenne spécifie des exigences relatives à la conception et au fonctionnement du système de mesure ainsi qu'à d'autres procédures permettant de calculer le niveau de perte.
Elle ne spécifie aucune exigence technique concernant la conception et le fonctionnement du service de lettres recommandées, sauf pour des besoins de mesure. Elle n'aborde pas non plus les exigences techniques requises du système de suivi.
La présente Norme européenne comprend des spécifications permettant d'assurer la maîtrise de la qualité du système de mesure et d'établir des rapports sur la perte de courrier.

Poštne storitve - Kakovost storitev - Merjenje izgube priporočenih pošiljk in drugih vrst poštnih storitev, pri katerih se uporablja sledilni sistem "track and trace"

General Information

• Status: Withdrawn
• Publication Date: 09-Sep-2003
• Withdrawal Date: 01-Apr-2014
• ICS: 03.240 - Postal services
• Technical Committee: CEN/TC 331 - Postal services
• Drafting Committee: CEN/TC 331/WG 1 - Quality of service
• Current Stage: 9960 - Withdrawal effective - Withdrawal
• Start Date: 02-Apr-2014
• Completion Date: 02-Apr-2014
• Directive: 2002/39/EC - Directive 2002/39/EC of the European Parliament and of the Council of 10 June 2002 amending Directive 97/67/EC with regard to the further opening to competition of Community postal services
• Directive: 97/67/EC - Directive 97/67/EC of the European Parliament and of the Council of 15 December 1997 on common rules for the development of the internal market of Community postal services and the improvement of quality of service
• Mandate: M/240 - Mandate to CEN for standardisation in the field of postal services and equipment
• Ref Project: SIST EN 14137:2004 - Postal services - Quality of service - Measurement of loss of registered mail and other types of postal service using a track and trace system

Standards Content (Sample)

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Postalische Dienstleistungen - Dienstqualität - Messung des Verlusts registrierter Sendungen und anderer Postdienste mit Hilfe eines "track and trace" -SystemsServices postaux - Qualité du service - Mesure de la perte du courrier recommandé et d'autres types de services postaux par un systeme de suiviPostal services - Quality of service - Measurement of loss of registered mail and other types of postal service using a track and trace system03.240Poštne storitvePostal servicesICS:Ta slovenski standard je istoveten z:EN 14137:2003SIST EN 14137:2004en01-januar-2004SIST EN 14137:2004SLOVENSKI
STANDARD
EUROPEAN STANDARDNORME EUROPÉENNEEUROPÄISCHE NORMEN 14137September 2003ICS 03.240English versionPostal services - Quality of service - Measurement of loss ofregistered mail and other types of postal service using a trackand trace systemServices postaux - Qualité du service - Mesure de la pertedu courrier recommandé et d'autres types de servicespostaux par un système de traçabilité et de repéragePostalische Dienstleistungen - Dienstqualität - Messungdes Verlusts registrierter Sendungen und andererPostdienste mit Hilfe eines “track and trace” -SystemsThis European Standard was approved by CEN on 12 June 2003.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such nationalstandards may be obtained on application to the Management Centre or to any CEN member.This European Standard exists in three official versions (English, French, German). A version in any other language made by translationunder the responsibility of a CEN member into its own language and notified to the Management Centre has the same status as the officialversions.CEN members are the national standards bodies of Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece,Hungary, Iceland, Ireland, Italy, Luxembourg, Malta, Netherlands, Norway, Portugal, Slovakia, Spain, Sweden, Switzerland and UnitedKingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMITÉ EUROPÉEN DE NORMALISATIONEUROPÄISCHES KOMITEE FÜR NORMUNGManagement Centre: rue de Stassart, 36
B-1050 Brussels© 2003 CENAll rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 14137:2003 ESIST EN 14137:2004

(normative)
Calculation of accuracy.20A.1Calculation of loss rate.20A.2Accuracy of the loss rate.21A.3Estimation of accuracy.21Annex B
(informative)
Calculation of loss of registered mail.23Bibliography.25SIST EN 14137:2004

1 UPU documents are available from the Universal Postal Union International Bureau:Case Postale 13, CH 3000 Berne 15, SwitzerlandTel: +41.31.350.3111; Fax: [phone];URL: http://www.upu.intSIST EN 14137:2004

In relation with complaints, the expression “postal service” includes claimed or proposed service levels, specificrequirements of the postal service, service regulations, and delivery conditions.NOTE 2
Suggestions, communications, service enquiries, and requests for information are not considered as complaints.NOTE 3
A “Customer Charter” is a statement published by the service provider containing commitments to customers or users.3.3item arriving latepostal item delivered to the recipient in a time longer than the service provider’s promised service standard butwithin a specified period of timeNOTE
The specified period is defined in 4.2 of this European Standard.cf. lost or substantially delayed (3.5)3.4justified complaintcomplaint regarding a subject for which the service provider, after investigation if necessary, recognises that it maynot have fulfilled its obligations in whole or in part [EN 14012]NOTEExamples of the obligations of the service provider are its general terms and conditions and its regulatory and legalrequirements.3.5lost or substantially delayed (item)postal item not delivered, in whole or in part, to the recipient within a specified period of timeNOTE 1
The specified period is defined in 4.2 of this European Standard.NOTE 2
Items that can neither be delivered to the intended receiver nor returned to sender, because, for example, they areincorrectly addressed, should not be counted as lost for the purposes of this European Standard.cf. item arriving late (3.3)3.6on-time performanceproportion of items with transit times meeting the specification [EN 13850]Formal definition: )(1iX)(1tNitNwhere )(tNis the total number of postal items inducted during the period,and1iX if postal items
fulfils the specification and otherwise 0iXSIST EN 14137:2004

In this standard, the service standard is the number of working days within which time an item should normally bedelivered.NOTE 2
The service standard is sometimes expressed in the form J + n, where n is the number of working days. For example,a service standard of J + 1 means that an item should normally be delivered on the next working day after posting.3.9userany natural or legal person benefiting from postal servicesNOTE
A sender or recipient of a postal item is a user.SIST EN 14137:2004
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