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
Public Enquiry End Date
15-May-2019
Publication Date
08-Jul-2020
Technical Committee
Current Stage
6060 - National Implementation/Publication (Adopted Project)
Start Date
01-Jul-2020
Due Date
05-Sep-2020
Completion Date
09-Jul-2020

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SLOVENSKI STANDARD
SIST EN 13850:2020
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
SIST EN 13850:2020 en,fr,de

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST EN 13850:2020
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SIST EN 13850:2020
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.
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SIST EN 13850:2020
EN 13850:2020 (E)
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

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SIST EN 13850:2020
EN 13850:2020 (E)
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.
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SIST EN 13850:2020
EN 13850:2020 (E)
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”
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SIST EN 13850:2020
EN 13850:2020 (E)
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.

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SIST EN 13850:2020
EN 13850:2020 (E)
2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.

ISO and IEC maintain terminological databases for use in standardization at the following addresses:

• IEC Electropedia: available at http://www.electropedia.org/
• ISO Online browsing platform: available at http://www.iso.org/obp
3.1
accuracy

closeness of agreement between a test result or measurement result and the true value

Note 1 to entry: The term accuracy, when applied to a set of test results, involves a combination of random

components and a common systematic error or bias component.
[SOURCE: ISO 3534-2:2006]

Note 2 to entry: In this standard the accuracy is expressed as ±ε, where 2ε is the length of the confidence interval at the

confidence level 95 % for the parameter being estimated, namely the probability of attaining the transit time target.

3.2
aggregation

compounding of primary data into an aggregate for the purpose of expressing them in a summary form

3.3
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
Note 1 to entry: The organisation carrying out the audit is called the auditor.

Note 2 to entry: A (full) audit may be carried out as an initial audit of a new or substantially changed system or as an

initial audit by a new auditor. It may also be carried out as a re-audit of the same system by the same auditor in the next

audit cycle.

Note 3 to entry: If an audit results in objections, then the auditor may require corrective actions until a defined

deadline. A final check of these corrective actions is called corrective audit.
3.4
average (arithmetic mean)
sum of values divided by the number of values
[SOURCE: ISO 3534-1:2006]
3.5
bring service

mail collection or mail delivery service, specifically contracted by the customer

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SIST EN 13850:2020
EN 13850:2020 (E)
3.6
business panellist

panellist with an address other than a household address such as a company or an organisation

3.7
characteristic
distinguishing feature

Note 1 to entry: The characteristics may either help to identify or differentiate between items of a given population

Note 2 to entry: The characteristics may be either quantitative - by variables, or qualitative - by attributes.

[SOURCE: ISO 3534:2006]

Note 3 to entry: In this standard the population is SPPM items and the characteristics are related to type of senders,

type of receivers, times and types of induction or delivery, physical aspects of test items, franking, etc.

3.8
city
geographically defined area according to national classification systems
3.9
clearance
operation of collecting postal items by a postal service provider
3.10
conformity
fulfilment of specified requirements
3.11
corrective action

action taken to eliminate the causes of an existing non-conformity, defect or other undesirable situation in

order to prevent recurrence
3.12
country
territory of a nation with its own government
3.13
cross-border mail
mail from or to another state or from or to a third country
3.14
customer
natural or legal person purchasing a postal service from a postal operator
3.15
date of delivery
date on which a postal item is delivered to the address or to the addressee
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SIST EN 13850:2020
EN 13850:2020 (E)
3.16
date of induction (J)

date on which a postal item is posted, provided posting takes place before the last collection of that day

Note 1 to entry: The term date of induction has the same meaning as the term date of deposit in the Directive

97/67/EC.

Note 2 to entry: Last collection refers to the advertised last time for collection (not the actual time).

3.17
date of posting

date on which a postal item is posted (irrespective of whether it is posted before the advertised last

collection of that day)
3.18
delivery point

physical location at which delivery of postal items by a postal operator takes place and where they leave the

operator’s responsibility
3.19
design basis

structure in the field of study for which the design of the measurement is representative. The design basis

should be defined before the start of the measurement

Note 1 to entry: If a design basis other than measured real mail flows is selected, then statements regarding the

representativity of the measurement shall be made in relation to the chosen design basis.

3.20
design factor

ratio of the variance of the estimator of the QoS indicator in the given sample design by the variance of the

estimator in an elementary sample design of the same size. The design factor is always related to a given

sample design and estimator
3.21
discriminant characteristic
characteristic affecting the outcome

Note 1 to entry: In this standard a characteristic is discriminant when the transit time significantly differs according to

the different modes of the characteristic (see 6.4.2).
3.22
distribution

process from collecting mail at collecting points through sorting at the mail centre(s) to the delivery of mail

items to the addressee
3.23
domestic mail
mail items sent and received within one country
3.24
effective sample size
total sample size divided by the design factor
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SIST EN 13850:2020
EN 13850:2020 (E)
3.25
end-to-end

routing from the access point to the network up to the point of delivery to the addressee

3.26
estimate
value of an estimator obtained as a result of an estimation
3.27
estimator
statistic used in estimation of the parameter

Note 1 to entry: In this European Standard, an estimator is a function of the observed values of test-item transit times

allowing the estimation of the probability of attaining the transit time target.
[SOURCE: ISO 3534-1:2006]
3.28
field of study
total SPPM flow between defined postal areas
Note 1 to entry: Some examples for field of study could be:
 Domestic – one induction operator in one country
 Domestic – one induction operator in one part of a country
 Cross-border – one induction operator on a country-to-country link
 Cross-border – one induction operator to one delivery operator
 Cross-border – one induction operator to a group of delivery operators
 Cross-border – one induction operator to one country
 Cross-border – one country to one delivery operator
 Cross-border – one induction operator to a group of countries
 Cross-border – a group of countries to one delivery operator
 Cross-border – one country to one country

Note 2 to entry: Some mail flows between postal operators may not meet the technical requirements in this standard to

qualify as fields of study, e.g. limited mail volumes (see Annex D).
3.29
geographical coverage
spread of postal services within a pre-defined geographical area
3.30
independent performance monitoring organisation

body charged with the monitoring of the QoS according to the methodology specified in this standard, which

is external to, and having no links of ownership or control with the postal operator thus monitored

3.31
induction
deposition of mail into the postal network
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SIST EN 13850:2020
EN 13850:2020 (E)
3.32
inspection

conformity evaluation by observation and judgement accompanied as appropriate by measurement, testing

or gauging
[SOURCE: ISO 3534-2:2006]
3.33
last collection time
advertised last time for collection or contracted latest time for collection

Note 1 to entry: This is often not equal to the actual collection time, because from the postal work-organisation point of

view, the collection usually happens some time later than the advertised last collection time (e.g. the collection routing

timetable can only be defined with some tolerance).
3.34
metered mail
mail franked by franking machines
3.35
office of exchange

place where a postal operator accepts cross-border mail from a postal operator of another country and

prepares mail for the transfer to other countries
3.36
on-time performance

proportion of postal items within a given period of time with transit times meeting the specification

3.37
on-time probability

probability of the event that the transit time T of a mail item meets the transit time target t, i.e. does not

exceed the specified number t of days:
3.38
one-Operator field of study
field of study with exactly one induction operator

Note 1 to entry: A one-operator field of study may be defined in a multi-operator postal environment.

Note 2 to entry: End-to-end postal operation in a one-operator field of study may include several postal operators for

processing and / or delivery.
3.39
panellist
person acting as sender and/or receiver of test items
Note 1 to entry: Private panellist is a panellist with a household address

Note 2 to entry: Business panellist is a panellist with an address other than a household address such as a company or

an organisation

Note 3 to entry: Professional panellist is a panellist who is paid to perform specific tasks, usually posting mail

in various pre-defined posting points during a day and posting more frequently than private or business panellists

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SIST EN 13850:2020
EN 13850:2020 (E)
3.40
pick-up time

published time by which the postal operator commits to ensuring that the day’s post is available in the P.O.

Box for collection
3.41
panel turnover
permanent and active exchange of established panellists with new panellists
3.42
panel rotation

active change in the subset of established panellists, which are chosen for participation in a study, or in their

tasks in the study from one period to the other
3.43
postal area

one of the parts into which a postal operator’s whole territory is divided and which is suitable for

characterising postal distribution peculiarities
3.44
postal catchment area

postal area served by a domestic sorting centre or by an office of exchange for cross border mail outbound or

inbound. Catchment areas may be different for outbound and inbound mail or for different fields of study

3.45
postal item

item addressed in the final form in which it is to be carried by a postal service provider

3.46
postal performance indicator
expression used to characterise the performance of a postal operator

Note 1 to entry: In this European Standard, the performance indicator is derived from postal transit time statistics.

3.47
postal service

services involving the clearance, sorting, transport and delivery of postal items

3.48
priority item, first class item, A-class item
postal item sent with priority as defined nationally
3.49
private panellist
panellist with a household address
3.50
professional panellist

panellist who is paid to perform specific tasks, usually posting mail in various pre-defined posting points

during a day and posting more frequently than private or business panellists
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3.51
quality

totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs

3.52
quality assurance

every planned and systematic activities implemented within the quality system and demonstrated as

needed, to provide adequate confidence that an entity will fulfil requirements for quality

3.53
quality control

operational techniques and activities that are used to fulfil requirements for quality

3.54
quality evaluation

systematic examination of the extent to which an entity is capable of fulfilling specified requirements

3.55
real mail flow
number of postal items of a given type on a given link within the postal network
3.56
real mail study

studies on real mail flows or real mail characteristics involving sampling of real mail items

3.57
rural
geographical entity with less than a specified number of inhabitants

Note 1 to entry: In context of this standard, ‘rural’ represents the rest of the field of study apart from urban areas as

defined in 3.69.
3.58
service standard

standard that specifies requirements to be fulfilled by a service, to establish its fitness for purpose

Note 1 to entry: For end-to-end transit time monitoring systems the service standard is the number of qualifying days

within which items should be delivered. This service standard is also called ‘transit time target’.

3.59
single piece mail

postal items posted and distributed via a postal service for which a ‘single piece tariff’ for individual postal

items is set in the general terms and conditions of the postal service provider that receives the payment

Note 1 to entry: Single piece mail may be inducted using different modes of payment as long as the induction of

individual postal items is not restricted.

Note 2 to entry: Excluded are all postal services that contain further requirements on the induction like, for example,

the registration of items, minimum induction volumes, equal contents or a pre-sortation of the inducted mail.

3.60
sorting centre
place where the main sorting of mail is done
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EN 13850:2020 (E)
3.61
stamped mail
postal items paid for with postage stamps
3.62
stratification

division of a population into mutually exclusive and exhaustive subpopulations (called strata)

Note 1 to entry: A Stratification is thought to be more homogeneous with respect to the characteristics investigated

than the total population
[SOURCE: ISO 3534-2:2006]
3.63
study domain
subpopulations for which separate results may be appropriate

Note 1 to entry: Study domains could be defined for example by geographic segmentation or by product

3.64
test item

postal item produced in the test measurement system for the purpose of measuring transit time Quality-of-

Service.

Note 1 to entry: A test item should be assigned to a stratum in the field of study.

Note 2 to entry: It should be manufactured, inducted and delivered according to the discriminant mail characteristics

defining the stratum
3.65
test period

period under which measurement has been carried out and for which the results are presented in a separate

test report
3.66
time of delivery
time when a postal item is delivered at its delivery point
3.67
time of posting
time when a postal item is posted at its induction point

Note 1 to entry: The time of posting may be before or after the actual last time of collection.

3.68
transit time

number of days elapsed between date of induction and date of delivery of a mail item

Note 1 to entry: The transit time is calculated according to 5.2.3
3.69
urban
geographical entity with not less than a specified number of inhabitant
...

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