EN 13850:2020

Postal services - Quality of services - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail

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).

Postalische Dienstleistungen - Dienstqualität - Messung der Durchlaufzeit von Einzelbriefsendungen mit Vorrang und Einzelbriefsendungen erster Klasse von Ende zu Ende

In diesem Dokument werden Verfahren für die Messung der Durchlaufzeit „Ende zu Ende“ von Einzel-sendungen mit Vorrang (SPPM, en: single piece priority mail) im Inlandsverkehr und im grenzüberschreiten¬den Verkehr festgelegt, die von Postdienstbetreibern abgeholt, bearbeitet und ausgeliefert werden. Bei den angewendeten Verfahren werden repräsentative Stichproben für die Durchlaufzeiterhebung „Ende zu Ende“ für alle Arten von adressierten Einzelsendungen mit Vorrang mit festgelegten und dem Kunden angebotenen Dienstqualitäten angewendet. Dieses Dokument gilt für die Messung der Durchlaufzeit „Ende zu Ende“ von Postdienstleistungen mit Vorrang.
Das genormte Messverfahren für die Dienstqualität stellt ein einheitliches Verfahren für die Messung der Durchlaufzeit „Ende zu Ende“ von Postsendungen zur Verfügung. Die Anwendung eines genormten Mess¬verfahrens stellt sicher, dass alle Postbetreiber eine objektive und einheitliche Messung nach den Anforde¬rungen der Richtlinie 97/67/EG und deren Änderungen durchführen.
Der Zweck dieses Dokuments besteht nicht in der Messung der Gesamtleistung des Postbetreibers mit dem Ziel eines direkten Vergleichs mit anderen Postdienstbetreibern.
Dieses Dokument behandelt die Messung von Dienstleistungen mit Vorrang, die Privatpersonen/ haushalten und Geschäftskunden zur Verfügung stehen, die Sendungen in Straßenbriefkästen einwerfen, in Postfilialen abgeben oder in ihren Geschäftsräumen abholen lassen. Damit dieses Dokument auch für Sendungs¬ströme mit einem kleinen Sendungsvolumen angewendet werden kann, wurden für angepasste Ausführun¬gen flexible Bereiche aufgenommen. Aus technischen Gründen eignet sich dieses Dokument möglicherweise nicht für die Messung sehr kleiner Sendungsvolumen.
Die gemessene Durchlaufzeit „Ende zu Ende“ kann von einem Betreiber oder einer Gruppe von Betreibern, die entweder in derselben Verteilungskette oder nebeneinander in verschiedenen Verteilungsketten arbei¬ten, angeboten werden. Dieses Dokument gilt nicht für die Messung von Durchlaufzeiten „Ende zu Ende“ in Untersuchungsbereichen mit mehreren Netzzugangsbetreibern (Umgebungen mit mehreren Postdienst¬betreibern), für die andere Methoden erforderlich sind. Das in diesem Dokument angegebene Verfahren für die Messung der Durchlaufzeit „Ende zu Ende“ ist außerdem nicht für die Bereitstellung von Messergebnissen für Teile der Verteilungskette vorgesehen.
Dieses Dokument gilt nicht für die Messung von Durchlaufzeiten „Ende zu Ende“ von Massensendungen und Hybrid Sendungen, für die andere Messsysteme und  methoden erforderlich sind (siehe z. B. EN 14534 „Postalische Dienstleistungen - Dienstqualität - Messung der Durchlaufzeit von Massensendungen von Ende zu Ende“).
Dieses Dokument enthält Vorgaben für die Qualitätskontrolle und die Auditierung des Messsystems.
Dieses Dokument enthält keine Festlegungen
- für den zulässigen Genauigkeitsgrad, der mindestens von der nationalen Regulierungsbehörde gefordert wird,
- für Vorgaben, die die Regulierungsbehörde bestimmen könnte,
- wie die Regulierungsbehörde ermitteln sollte, ob die Vorgabe(n) eingehalten worden ist (sind).

Services postaux - Qualité de service - Mesure du délai d'acheminement des services de bout en bout pour le courrier prioritaire égrené et de première classe

Le présent document spécifie les méthodes de mesure du délai d'acheminement de bout en bout du courrier prioritaire égrené (SPPM), national ou transfrontalier, collecté, traité et distribué par les opérateurs des services postaux. Il s’appuie sur des méthodes utilisant des échantillons de bout en bout représentatifs pour tous les types de service de courrier prioritaire égrené offerts aux clients concernant du courrier adressé avec des niveaux de service de délai d’acheminement définis. Le présent document s’applique à la mesure de services de courrier prioritaire de bout en bout.
La méthode normalisée de mesure du service QoS fournit une manière uniforme de mesurer le délai d’acheminement de bout en bout des plis. L’utilisation d’une méthode normalisée de mesure garantira que la mesure sera effectuée de manière objective et égale pour tous les opérateurs conformément aux exigences de la Directive 97/67/CE et à ses amendements.
Le présent document n’a pas pour objectif de mesurer la performance globale des opérateurs postaux d’une manière qui permette une comparaison directe entre les fournisseurs de services postaux.
Le présent document se rapporte aux mesures des services SPPM proposés aux clients, particuliers et entreprises, qui déposent leurs courriers dans des boîtes aux lettres de rue, aux guichets des bureaux de poste ou qui utilisent des services de collecte. Pour couvrir les petits flux de courrier, le présent document comprend des zones de flexibilité pour une mise en oeoeuvre adaptée. Pour des raisons techniques, le présent document peut ne pas être adapté à la mesure des très petits volumes de courrier.
Le service de bout en bout mesuré peut être fourni par un seul opérateur ou par un groupe d’opérateurs travaillant soit ensemble dans la même chaîne d’acheminement, soit parallèlement dans différentes chaînes d’acheminement. Le présent document n'est pas applicable à la mesure des délais d'acheminement de bout en bout dans des champs d'études impliquant plusieurs opérateurs de dépôt (environnements à multiples opérateurs), qui exigent d’autres méthodologies. La méthode d’une mesure de bout en bout spécifiée dans le présent document n’est également pas conçue pour fournir des résultats concernant la mesure de parties de la chaîne d’acheminement.
Le présent document n’est pas applicable à la mesure de délais d’acheminement de bout en bout de services d’expéditeurs d’envois en nombre et du courrier hybride, qui requiert des systèmes de mesure et des méthodologies différents (voir par exemple EN 14534 Mesure de la qualité de service de bout en bout pour courrier en nombre).
Le présent document inclut des spécifications pour la maîtrise de la qualité et l'audit du système de mesure.
Il ne spécifie pas :
 le niveau de l’exactitude admissible minimal qui sera exigé par l’autorité de régulation nationale ;
 l’objectif ou les objectifs que l’autorité de régulation est susceptible d’établir ;
 la manière dont il convient de déterminer si l’objectif ou les objectifs de l’autorité de régulation ont été satisfaits.

Poštne storitve - Kakovost storitev - Merjenje časa prenosa od sprejema do vročitve za posamične pošiljke prednostne pošte in pošte prvega razreda

General Information

• Status: Published
• Publication Date: 16-Jun-2020
• Withdrawal Date: 30-Dec-2020
• ICS: 03.240 - Postal services
• Technical Committee: CEN/TC 331 - Postal services
• Drafting Committee: CEN/TC 331/WG 1 - Quality of service
• Current Stage: 6060 - Definitive text made available (DAV) - Publishing
• Start Date: 17-Jun-2020
• Due Date: 03-Feb-2021
• Completion Date: 17-Jun-2020
• 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/548 - [C(2016)4876] Postal services and the improvement of quality of service in support of Directive 97/67/EC
• Ref Project: SIST EN 13850:2020 - Postal services - Quality of services - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail

Relations

• Replaces: EN 13850:2012 - Postal Services - Quality of Services - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail
• Effective Date: 22-Aug-2018

Standards Content (Sample)

SLOVENSKI STANDARD
01-oktober-2020
Nadomešča:
SIST EN 13850:2013
Poštne storitve - Kakovost storitev - Merjenje časa prenosa od sprejema do
vročitve za posamične pošiljke prednostne pošte in pošte prvega razreda
Postal services - Quality of services - Measurement of the transit time of end-to-end
services for single piece priority mail and first class mail
Postalische Dienstleistungen - Dienstqualität - Messung der Durchlaufzeit von
Einzelbriefsendungen mit Vorrang und Einzelbriefsendungen erster Klasse von Ende zu
Ende
Services postaux - Qualité de service - Mesure du délai d'acheminement des services de
bout en bout pour le courrier prioritaire égrené et de première classe
Ta slovenski standard je istoveten z: EN 13850:2020
ICS:
03.120.99 Drugi standardi v zvezi s Other standards related to
kakovostjo quality
03.240 Poštne storitve Postal services
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

EN 13850
EUROPEAN STANDARD
NORME EUROPÉENNE
June 2020
EUROPÄISCHE NORM
ICS 03.240
English Version
Postal services - Quality of services - Measurement of the
transit time of end-to-end services for single piece priority
mail and first class mail
Services postaux - Qualité de service - Mesure du délai Postalische Dienstleistungen - Dienstqualität - Messung
d'acheminement des services de bout en bout pour le der Durchlaufzeit von Einzelbriefsendungen mit
courrier prioritaire égrené et de première classe Vorrang und Einzelbriefsendungen erster Klasse von
Ende zu Ende
This European Standard was approved by CEN on 27 April 2020.

CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this
European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references
concerning such national standards may be obtained on application to the CEN-CENELEC 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
translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management
Centre has the same status as the official versions.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway,
Poland, Portugal, Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and
United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION

EUROPÄISCHES KOMITEE FÜR NORMUNG

CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels
© 2020 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN 13850:2020 E
worldwide for CEN national Members.

Contents Page
European foreword . 3
Introduction . 4
1 Scope . 5
2 Normative references . 6
3 Terms and definitions . 6
4 Symbols and abbreviations . 14
5 Transit time as a Quality-of-Service indicator . 15
6 Methodology . 17
7 Report . 25
8 Quality control and auditing . 29
9 The annexes . 30
Annex A (normative) Accuracy calculation . 31
Annex B (normative) Transit Time Calculation Rule . 41
Annex C (normative) Quality control and auditing . 49
Annex D (normative) Relaxation related to flows with small real mail volumes . 53
Annex E (informative) Purpose of postal Quality of Service standards. 57
Annex F (informative) Considerations before implementing EN 13850 . 59
Annex G (informative) Design basis . 67
Annex H (informative) Implementing EN 13850 . 76
Annex I (informative) Application of the accuracy calculation . 104
Bibliography . 116

European foreword
This document (EN 13850:2020) has been prepared by Technical Committee CEN/TC 331 “Postal services”,
the secretariat of which is held by NEN.
This European Standard shall be given the status of a national standard, either by publication of an identical
text or by endorsement, at the latest by December 2020, and conflicting national standards shall be
withdrawn at the latest by December 2020.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. CEN shall not be held responsible for identifying any or all such patent rights.
The changes to the 2012 version are limited and concern editorial improvements and the correction of small
errors. Without giving a complete overview, these points can be mentioned:
• Definitions have been aligned with other ISO standards (accuracy 3.1, characteristic 3.7, estimator
3.27, inspection 3.32)
• The definition of panellist has been added (3.39)
• The maximum number of test letters per week per panellist has been explained in more detail in
chapter 6.2.1
• “Zone” has been changed to “area”
• The independence of the auditor to the measurement has been further highlighted in chapter 8
• The formula in the note concerning Table A1 has been corrected
• In Annex H the issue of the handling by customs has been referred to
• Annex J (changes to the 2007 version) has been deleted
This document has been prepared under a mandate given to CEN by the European Commission and the
European Free Trade Association (Standardization request M/548), and supports essential requirements of
EU Directive(s).
According to the CEN-CENELEC Internal Regulations, the national standards organisations of the
following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria,
Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland,
Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of
North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the
United Kingdom.
Introduction
General
The European Commission emphasises the need to have common rules for the development of community
postal services and the improvement of Quality-of-Service (QoS). The Commission has identified
requirements for postal QoS-Measurement systems that include:
 Independent end-to-end measurement capabilities;
 A focus on national and cross-border distribution service performance;
 A single, uniform and reliable system for monitoring distribution service performance within the Union.
The Commission has acknowledged that the different postal traditions and cultures in Europe would not
allow for the establishment of one common unified European measurement system and that national
systems should have sufficient freedom to reflect national needs and peculiarities. On the other hand, they
should fulfil a defined set of minimum requirements to satisfy the information interests of the European
Commission, the regulatory authority, postal customers and postal operators themselves. Any regulatory
authority is free to adapt to national circumstances where the standard gives room to do so. This is
explained further in Annex E.
The objective of the measurement is to estimate the end-to-end transit time QoS given to the customer
domestically in each European country and cross-border between the European countries. This European
Standard refers to a number of principles and minimum requirements to be applied for the measurement of
the end-to-end transit time service level.
Regulatory background
The regulatory basis of EN 13850 is laid out in the 97/67/EC, as amended by Directive 2002/39/EC and
Directive 2008/6/EC.
Main guidance is given in Chapter 6 Quality of Service. Article 16 states: “Member States shall ensure that
quality-of-service standards are set and published in relation to Universal Service in order to guarantee a
postal service of good quality”.
Furthermore, EN 13850 is mandatory for measuring the performance levels of single piece priority or first
class mail which falls under the universal service .
For intra-community cross-border mail of the fastest standard category a minimum QoS level is laid down in
the Directive 97/67/EC. At least 85 % of all letters shall have an end-to-end transit time of J+3 and less and
at least 97 % of all letters shall have an end-to-end transit-time of J+5 and less.
The mandate for this revised version of EN 13850:2020 is the Standardization request (M/548) of the
European Commission which asked CEN/TC 331 to “revise existing standards" and to cover the topic "a
method for transit time measurement for cross border postal items" in order to satisfy regulatory needs.

See also: “Letter to all Members of the Postal Directive Committee, 21.03.2005, Brussels, Markt/E4/JR/DS/HM D(2005) –

2346” (N676, CEN/TC331)
See also: “Postal Directive 97/67/EC: Article 18.1 and Annex” and “Postal Directive 2008/6/EC: Article 18.1 and Annex 2,

Article 1”
1 Scope
This document 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 document
is applicable to the measurement of End-to-End priority mail services.
The standardised QoS-measurement method provides a uniform way for measuring the end-to-end transit
time of postal items. Using a standardised 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 Directive
97/67/EC and its amendments.
It is not the purpose of this document to measure the postal operators’ overall performance in a way that
provides direct comparison of postal service providers.
This document relates to the measurement of the SPPM services given to household and business customers
that post mail at street letterboxes, over the counter at post offices or have pick-ups at their offices. To cover
flows with smaller mail volumes this document includes flexibility areas for adapted implementation. For
technical reasons this document may not be suitable for the measurement of very small volumes of mail.
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. This document is
not applicable for the measurement of end-to-end transit times in fields of study with more than one
induction operator (Multi-Operator Environments), which require different methodologies. The method for
end-to-end measurement specified in this document is also not designed to provide results for the
measurement of parts of the distribution chain.
This document is not applicable for the measurement of end-to-end transit times of bulk mailers’ services
and hybrid mail, which require different measurement systems and methodologies (see, for example, EN
14534 Measurement of the transit time of end-to-end services of bulk mail).
This document includes specifications for the quality control and auditing of the measurement system.
This document does not specify:
 the minimum acceptable level of accuracy that will be required by the national regulatory authority;
 the target(s) that the regulatory authority might set;
 how the regulatory authority should determine whether the target(s) have been met.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms an
...