SIST-TS 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
Diese Norm legt eine Verfahrensweise zur Bewertung der "Informationsverfügbarkeit" für Postkunden im Rahmen der Universalpostdienstleistungen fest, wie sie durch die Europäischen Richtlinien (97/67/CE und 2002/39/CE) definiert wurden.
Finanzdienstleistungen, die an vielen postalischen Zugangspunkten angeboten werden, sind nicht Bestandteil dieser Norm.
Es wird ein Mindestumfang von Dienstgüteindikatoren für die Verfügbarkeit verschiedener Informationen in einer Weise definiert, wie diese Informationen dem Kunden üblicherweise von einem Universaldienstleister angeboten werden oder wie sie ein Kunde benötigt, um die Universellen Dienstleistungen im vollen Umfang nutzen zu können.
Obwohl ein Mindestumfang von Indikatoren in der Norm aufgeführt ist, sind in einigen Ländern möglicherweise nicht alle von diesen anwendbar.
Diese Norm ist auf Privatkunden und kleine Firmen ausgerichtet, die die Universalpostdienstleistungen nutzen.
Die Messverfahrensweise beruht auf Sekundärforschung (Desk Research) und Besuchen von Scheinkunden (Prüfungen). Es erfasst die Informationsverfügbarkeit, gibt jedoch nicht vor, dass alle diese Informationen verfügbar sein müssen.
Diese Norm befasst sich mit feststehenden Zugangspunkten zu postalischen Dienstleistungen, die den Gesamtumfang der Universalpostdienstleistungen anbieten. Zustellungs und/oder Sortierdienstleistungen sind nicht enthalten.
Sie enthält eine Anleitung dazu, wie Aufzeichnungen zum Zugang zu Informationen für Menschen mit Behinderungen gemacht werden können.
Diese Norm kann mit einem bereits angewandten Messsystem kombiniert werden.
Services postaux - Qualité de service - Information disponible sur les services postaux
Poštne storitve - Kakovost storitve - Informacije o poštnih storitvah
General Information
Standards Content (Sample)
SLOVENSKI STANDARD
SIST-TS CEN/TS 15511:2008
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
SIST-TS CEN/TS 15511:2008 en,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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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.
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CEN/TS 15511:2008 (E)
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
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CEN/TS 15511:2008 (E)
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
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CEN/TS 15511:2008 (E)
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.
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CEN/TS 15511:2008 (E)
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 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.
The intention of this document is to provide a measurement methodology to assess information availability
using a desk research and a Mystery Shopper Approach. This document does not intend to impose service
commitments.
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CEN/TS 15511:2008 (E)
1 Scope
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.
2 Normative References
The following referenced documents are indispensable for the application of this document. For dated
references, only the edition cited applies. For undated references, the latest edition of the referenced
document (including any amendments) applies.
EN ISO 9001,Quality management systems - Requirements (ISO 9001:2000)
EN ISO 9004,Quality management systems - Guidelines for performance improvements (ISO 9004:2000)
ISO 3534-1:2006 Statistics – Vocabulary and symbols – Part 1: General statistical terms and terms used in
probability
ISO 10005, Quality management systems – Guidelines for quality plans
ISO 10007, Quality management systems – Guidelines for configuration management
ISO 19011, Guidelines for quality and/or environmental management systems auditing
International Chamber of Commerce / ESOMAR International Code of Marketing and Social Research
Practice, with attachments
3 Terms and definitions
3.1
access point
place where postal service is available
3.2
audit
systematic and independent examination to determine whether activities and related results comply with
planned arrangements and whether these arrangements are implemented effectively, and are suitable to
achieve objectives
[EN ISO 9000, Quality audit]
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CEN/TS 15511:2008 (E)
3.3
census data
official statistical data provided by national or European statistical authority
3.4
characteristic
property that helps to identify or differentiate between items of a given population
NOTE The characteristics may be either quantitative – by variables, or qualitative – by attributes [ISO 3534-1].
3.5
compensation
redress given by a service provider to a complainant
3.6
confidence interval
see ISO 3534-1:2006 (def 1.28)
3.7
discriminant characteristics
characteristics affecting an outcome
3.8
full range of Universal Postal Service
postal services as defined at national level that shall be provided by the universal service provider(s) to all
users independent of their geographical location. For the scope of this Technical Specification “full range of
universal postal service” is restricted to those services connected to the induction of mail. Delivery and/or
sorting services are not included
3.9
independent performance monitoring organisation
body charged with monitoring the QoS according to the methodology specified in this Technical Specification
and which body is external to, and having no links of ownership or control with the postal service provider thus
monitored
3.10
Information
set of messages that are created or received for a predefined purpose
3.11
information channel
medium for distribution or obtaining information
3.12
mobile postal outlet
outlet by means of a vehicle moving from one location to another with predictable opening hours at fixed
stationary points
3.13
mystery shopper
person pretending to be a customer in order to collect information for measuring purposes
3.14
opening hours
hours of business, when open to the public
3.15
postal outlet
Post Office or shop where universal postal service is provided
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CEN/TS 15511:2008 (E)
3.16
pickup point
place where the customer can collect postal items
3.17
pillar box
receptacle for the posting of mail
3.18
population density
numbers of inhabitants per defined geographical area
3.19
quality of service (QoS)
totality of characteristics of a service that bear on its ability to satisfy stated and implied needs of the customer
3.20
QoS indicator
measure for the quality of service
3.21
QoS result
findings from quality of service measurements
3.22
complaint and redress procedure
procedure for handling complaints
3.23
sample design
design to draw one or more sampling units from a population with the intention to provide information on the
population
3.24
service commitments
undertaking by the operator to fulfil the service
3.25
service requirement
criteria to be fulfilled by the customer to avail of services
3.26
stratification
division of a population into mutually exclusive and exhaustive subpopulations (called strata) which are
thought to be more homogeneous with respect to the characteristics investigated than the total population
[ISO 3534-1:2006]
3.27
universal service provider (USP)
postal operator providing full universal postal service
3.28
weight
value to compensate for the difference between the distribution of characteristics in the sample compared to
the actual characteristics of the population
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CEN/TS 15511:2008 (E)
4 Availability of information as a QoS Indicator
4.1 General
The range of topics that a Universal Service Provider (USP) should cover in its information policy relates to
the universal service, to include information on opening hours and complaint and redress procedures.
The availability of distinct business information shall not be part of this Technical Specification, since business
solutions and services are, in general, not part of the universal service obligation but regulated by a business
contract between the business customer and the postal operator.
The above set of chosen indicators shall consider the following topics:
What information can be assessed without the necessity to go to a postal outlet (via Internet, Telephone etc.)?
When several information channels are tested simultaneously, it shall be verified if the information collected at
a given access-point is:
Complete with regard to the services that are supposed to be available.
Complete with regard to the terms & conditions of the services offered.
Consistent with regard to all sources of information available.
At least one source shall be the official version of the operator’s information.
4.2 Structural Characteristics
4.2.1 General
In clause 4.3 all quality indicators are listed, differentiated by the topics for which the customer seeks
information. For each topic detailed information is given on the defining characteristics of the quality measures
that are laid out in this Technical Specification.
These defining characteristics are:
• type of access point the information relates to,
• type of information channel that is used,
• type of information that is sought after and
• type of quality of service indicator that shall be used.
The quality indicators that are used in the measurement shall be defined:
• Before setting up the sample design.
• As accurately as possible using the above characteristics.
• Also with regard to the handling of special cases like empty data, incorrect data or partial data.
All aspects of measurement as set out in the following clauses shall only be included into the measurement if
they apply in the country of measurement.
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CEN/TS 15511:2008 (E)
4.2.2 A: Type of Access Point
The type of access point indicates to which organisational postal unit (post office, pillar box etc.) the
information relates that has been made available by the operator and that has to be measured concerning its
availability. The availability shall always be viewed in the context of the access point for which the customer
seeks information.
The types of access point may differ from country to country As such there may be fewer or more as stated in
section 4.3 in this Technical Specification.
An important subgroup of all postal access points is that which comprises the full range of universal postal
service. Full range of universal postal service is defined at national level as the set of universal postal
services that shall be provided by the universal service provider(s) to all users irrespective of their
geographical location.
For the scope of this Technical Specification “full range of universal postal service” is restricted to those
services connected to the induction of mail.
4.2.3 B: Type of Information Channel
The operator may use a variety of different information channels. The measurement shall assess all formal
sources of information related to universal services, which are detailed in section 4.3.
The type of information that needs to be assessed may differ depending on the channel used. The results that
are derived from the measurement shall be differentiated by the agreed types of access points.
For different information channels the type of information that needs to be assessed may differ from channel
to channel.
4.2.4 C: Type of Information
The type of information collected forms the basis of the measurement.
Paragraph C of clause 4.3 defines the type of information that the mystery shopper shall collect.
4.2.5 D: Type of Indicator
The type of quality indicator defines the numerical representation of the quality that is derived from the
measurement results.
In most cases these indicators are percentages that give the proportion of the sample at which the type of
information was available. On single root information channels such as the website or the national telephone-
hotline of the postal operator, the availability can be assessed generally by desk research and the result shall
be reported in a simple Yes/No manner.
4.3 Quality Indicators
4.3.1 Address of a Postal Access Point
A1 Type of Access Point
1
• Access point with full range of universal postal service .
1
It is not relevant if the access point offering full universal services is run by the operator himself or by local private
service providers, which run the universal services under a commercial contract with the operator. Likewise special access
points for businesses like business post offices or meter boxes are included and treated equally as long as they provide
universal services to their customers.
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CEN/TS 15511:2008 (E)
B1 Type of Information Channel
• National Website of postal operator via internet
(Local information on access points with full range of universal postal service),
• National telephone-hotline of postal operator
(Local information on access points with full range of universal postal service),
• Outlet with full universal service via visit
(Information on alternative access points with full range of universal postal service),
• Pillar box via visit
(Information on access points with full postal service and on alternative access points for posting
letters with extended service, i.e. with a later collection time).
C1 Type of Information
Availability of information on the:
• Address of the access point
(All channels, differentiated by the type of information channel),
• Address of an access point, that is accessible for a person with special needs
(Nationwide channels only, differentiated by the type of information channel),
Availability of the:
• Date of the last update of the website information or of any printed material
(All channels except telephone-hotline, differentiated by type of information channel).
D1 Type of Indicator
• Percentage of areas in the sample for which the information is available,
• Percentage of areas in the sample for which the information on access for persons with disabilities is
available,
• Percentage of areas where the address information is provided by written material,
• Percentage of written material where information on the last update can be found.
4.3.2 Location of a Postal Access Point at a given Address
A2 Type of Access Point
• Outlets with full universal postal service,
2
• Mobile Postal Outlet with predictable opening hours at fixed stationary points ,
• Pillar box,
• Pickup points for collecting parcels, registered or insured letters.
2
If available. one fixed stop is chosen for measurement.
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CEN/TS 15511:2008 (E)
B2 Type of Information Channel
• Visit at access point.
C2 Type of Information
• Availability of indicators of postal services, postal logos etc. that make it obvious, which way the
customer has to take to get to the access point at the given address.
D2 Type of Indicator
• Percentage of access points, which show an indicator as defined in C2, differentiated by type of
access point.
4.3.3 Opening Hours
A3 Type of Access Point
• Postal Outlet with full (universal) postal service,
• Mobile Postal Outlet with predictable opening hours at fixed stationary points,
• Pick-Up points for collecting parcels registered or insured letters.
B3 Type of Information Channel
• National website of postal operator via Internet
(Local information on access points with full postal service),
• National telephone-hotline of postal operator
(Local information on access points with full postal service),
• Outle
...
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