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

In addition to EN 13850:2012 Postal Services - Quality of Service - 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 non-priority single piece mail, collected, processed and delivered by postal service operators. It considers methods using a representative end-to-end sample of all types of single piece addressed letter mail with defined transit-time service levels offered to the customer. This standard is applicable to the measurement of End-to-End single piece non-priority mail services.
This European Standard has been developed from and is compatible with the requirements of EN 13850:2012. As such, surveys for both priority and non-priority single piece mail may be undertaken concurrently whilst reporting separate estimates of priority and non-priority transit times.
The overall transit time quality-of-service result is to be expressed as the percentage of mail delivered within (J + n) days end-to-end according to the EU Postal directive .
This European Standard relates to the measurement of so-called “normal” services given to private persons / households and smaller businesses that post mail at street letter boxes, over the counter at post offices, have bring services from their offices or give their mail directly at postal service operators’ sorting centres.
For technical reasons this European Standard may not in all parts be suitable for the measurement of very small volumes of mail and for operators with limited coverage.
This European Standard is not applicable for measuring the end-to-end transit time distribution of large bulk mailers’ services or 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).

Postalische Dienstleistungen - Dienstqualität - Laufzeitmessung end-to-end für Einzelsendungen ohne Vorrang und Sendungen zweiter Klasse

Zusätzlich zu EN 13850:2012 Postalische Dienstleistungen — Dienstqualität — Messung der Durchlaufzeit von Einzelbriefsendungen mit Vorrang und Einzelbriefsendungen erster Klasse von Ende zu Ende legt diese Europäische Norm Verfahren für die Messung der Durchlaufzeit „Ende zu Ende“ von Einzelsendungen ohne Vorrang im Inlandsverkehr und im grenzüberschreitenden Verkehr fest, die von Postdienstbetreibern abge¬holt, bearbeitet und ausgeliefert werden. Bei den Verfahren werden repräsentative Stichproben für die Durch¬laufzeiterhebung „Ende zu Ende“ für alle Arten von adressierten Einzelsendungen mit festgelegten und dem Kunden angebotenen Dienstqualitäten der Durchlaufzeit angewendet. Die vorliegende Norm gilt für die Messung der Durchlaufzeit „Ende zu Ende“ von Postdienstleistungen für Einzelsendungen ohne Vorrang.
Diese Europäische Norm wurde auf der Grundlage von EN 13850:2012 entwickelt und ist mit den dort enthaltenen Anforderungen kompatibel. So dürfen gleichzeitig Erhebungen für Einzelsendungen mit Vorrang und ohne Vorrang durchgeführt werden, während für die Durchlaufzeiten der Sendungen mit Vorrang und der Sendungen ohne Vorrang separate Schätzwerte vorgelegt werden.
Die Gesamtdienstqualität der Durchlaufzeit wird ausgedrückt als der prozentuale Anteil der Sendungen, der nach der EU-Richtlinie ) innerhalb von (J + n) Tagen von „Ende zu Ende“ zugestellt wird.
Diese Europäische Norm behandelt die Messung so genannter „normaler“ Dienste, die für Privatpersonen/ Haushalte und kleinere Unternehmen erbracht werden, die ihre Post in öffentlichen Briefkästen oder über die Schalter der Postfilialen aufgeben, in ihren Räumlichkeiten abholen lassen oder direkt in den Sortierzentren der Postbetreiber abliefern.
Aus technischen Gründen eignet sich diese Europäische Norm unter Umständen nicht für die Messung sehr kleiner Sendungsvolumen und für Betreiber mit begrenzter Reichweite.
Diese Europäische Norm gilt nicht für die Messung von Durchlaufzeiten „Ende zu Ende“ von Massensendun-gen oder Hybrid-Sendungen, für die andere Messsysteme und -methodologien erforderlich sind (siehe z. B. EN 14534 Messung der Durchlaufzeit von Massensendungen von Ende zu Ende).

Services postaux - Qualité de service - Mesure de la qualité de service de bout en bout pour le courrier égrené non prioritaire et de seconde classe

En complément de l’EN 13850:2012, 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, la présente Norme européenne spécifie la méthode de mesure du délai « bout en bout » du courrier égrené non prioritaire national et transfrontière, collecté, traité et distribué par des opérateurs postaux. Elle s'appuie sur des méthodes utilisant un échantillon de bout en bout représentatif de tous les types de courrier égrené adressé offerts au client avec des niveaux de service en matière de délai d'acheminement définis. La présente Norme peut s’appliquer à la mesure de services de courrier égrené non prioritaire de bout en bout.
La présente Norme européenne a été élaborée à partir de l’EN 13850:2012 et est compatible avec ses exigences, dans la mesure où les études sur le courrier égrené prioritaire et non prioritaire peuvent être menées simultanément tout en calculant de manière distincte les délais d’acheminement du courrier prioritaire et non prioritaire.
Le résultat global de la qualité de service du délai d’acheminement est exprimé en pourcentage de courrier distribué en (J + n) jours, de bout en bout, conformément à la Directive postale européenne .
La présente Norme européenne porte sur la mesure de ce que l'on appelle les services « normaux » offerts aux personnes physiques/ménages et petites entreprises qui déposent leur courrier dans les boîtes aux lettres de rue, au guichet des bureaux de poste, le font relever à leurs bureaux ou le déposent directement aux centres de tri des opérateurs du service postal.
Pour des raisons techniques, il est possible que certaines parties de la présente Norme européenne ne soient pas appropriées pour la mesure de très petits volumes de courrier ou pour des opérateurs ayant une couverture limitée.
La présente Norme européenne n’est pas applicable à la mesure du délai d’acheminement de bout en bout du courrier des expéditeurs d’envois en nombre ou du courrier hybride, qui requiert des systèmes de mesure et des méthodologies différents (voir par exemple EN 14534 Mesure du délai d'acheminement des services de bout en bout pour courrier en nombre).

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

Kot dodatek standardu EN 13850:2012 Poštne storitve – Kakovost storitev – merjenje časa prenosa od sprejema do vročitve za posamične pošiljke prednostne pošte in pošte prvega razreda, ta evropski standard določa metode za merjenje časa prenosa od sprejema do vročitve za domače in čezmejne neprednostne posamične pošiljke, ki jih sprejemajo, obdelujejo in dostavljajo poštni operaterji. Upošteva metode, ki uporabljajo reprezentativni vzorec vseh vrst posamičnih poštnih pošiljk z določenimi časi prenosa, ki so ponujeni stranki. Ta standard velja za merjenje časa prenosa od sprejema do vročitve za posamezne pošiljke neprednostne pošte.
Ta evropski standard je bil razvit iz zahtev standarda EN 13850: 2012 in je skladen z njim. Pregled za prednostne in neprednostne posamične pošiljke se lahko opravi hkrati, medtem ko se ločeno poroča o ocenah časa prenosa prednostne in neprednostne pošte.
Rezultat ocene splošne kakovosti storitve v smislu časa prenosa se izrazi kot odstotek pošte, dostavljene v (J + n) dneh od sprejema in dostave v skladu s Poštno direktivo EU.
Ta evropski standard se nanaša na merjenje tako imenovanih »normalnih« storitev za zasebne stranke/gospodinjstva in mala podjetja, ki pošiljajo pošto prek uličnih poštnih nabiralnikov, prek okenc na poštah, prek dostavnih storitev iz svojih pisarn ali oddajajo pošto neposredno v sortirnih centrih poštnih operaterjev.
Iz tehničnih razlogov ta evropski standard v vseh delih morda ni primeren za merjenje zelo majhnih količin pošte in za operaterje z omejeno pokritostjo.
Ta evropski standard se ne uporablja za merjenje časa prenosa od sprejema do vročitve za storitve masovne pošte ali hibridne pošte, ki zahtevajo drugačne sisteme merjenja in metodologije; (glej na primer standard EN 14534 Merjenje časa prenosa od sprejema do vročitve za masovno pošto).

General Information

Status
Published
Public Enquiry End Date
29-May-2015
Publication Date
01-Mar-2016
Technical Committee
Current Stage
6060 - National Implementation/Publication (Adopted Project)
Start Date
25-Feb-2016
Due Date
01-May-2016
Completion Date
02-Mar-2016

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2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Postalische Dienstleistungen - Dienstqualität - Laufzeitmessung end-to-end für Einzelsendungen ohne Vorrang und Sendungen zweiter KlasseServices postaux - Qualité de service - Mesure de la qualité de service de bout en bout pour le courrier égrené non prioritaire et de seconde classePostal services - Quality of service - Measurement of the transit time of end-to-end services for single piece non-priority mail and second class mail03.240Poštne storitvePostal servicesICS:Ta slovenski standard je istoveten z:EN 14508:2016SIST EN 14508:2016en,fr,de01-april-2016SIST EN 14508:2016SLOVENSKI

STANDARDSIST EN 14508:2004+A1:20071DGRPHãþD
SIST EN 14508:2016
EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM
EN 14508
February
t r s x ICS
r uä t v r Supersedes EN
s v w r zã t r r u ªA sã t r r yEnglish Version

Postal services æ Quality of service æ Measurement of the transit time of endætoæend services for single piece nonæpriority mail and second class mail Services postaux æ Qualité de service æ Mesure de la qualité de service de bout en bout pour le courrier égrené non prioritaire et de seconde classe

Postalische Dienstleistungen æ Dienstqualität æ Laufzeitmessung endætoæend für Einzelsendungen ohne Vorrang und Sendungen zweiter Klasse This European Standard was approved by CEN on

s z December
t r s wä

egulations which stipulate the conditions for giving this European Standard the status of a national standard without any alterationä Upætoædate lists and bibliographical references concerning such national standards may be obtained on application to the CENæCENELEC Management Centre or to any CEN memberä

translation under the responsibility of a CEN member into its own language and notified to the CENæCENELEC Management Centre has the same status as the official versionsä

CEN members are the national standards bodies of Austriaá Belgiumá Bulgariaá Croatiaá Cyprusá Czech Republicá Denmarká Estoniaá Finlandá Former Yugoslav Republic of Macedoniaá Franceá Germanyá Greeceá Hungaryá Icelandá Irelandá Italyá Latviaá Lithuaniaá Luxembourgá Maltaá Netherlandsá Norwayá Polandá Portugalá Romaniaá Slovakiaá Sloveniaá Spainá Swedená Switzerlandá Turkey andUnited Kingdomä

EUROPEAN COMMITTEE FOR STANDARDIZATION COMITÉ EUROPÉEN DE NORMALISATION EUROPÄISCHES KOMITEE FÜR NORMUNG

CEN-CENELEC Management Centre:
Avenue Marnix 17,
B-1000 Brussels

t r s x CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Membersä Refä Noä EN

s v w r zã t r s x ESIST EN 14508:2016

EN 14508:2016 (E) 2 Contents Page European foreword ....................................................................................................................................................... 3 Introduction .................................................................................................................................................................... 4 1 Scope .................................................................................................................................................................... 5 2 Normative references .................................................................................................................................... 5 3 Terms and definitions ................................................................................................................................... 6 4 Methodology ..................................................................................................................................................... 6 4.1 General ................................................................................................................................................................ 6 4.2 Calculation and presentation of transit time ........................................................................................ 6 4.3 Service performance indicators................................................................................................................. 7 4.3.1 General ................................................................................................................................................................ 7 4.3.2 On-time performance .................................................................................................................................... 7 4.3.3 Cumulative distribution of delivery days ............................................................................................... 7 5 Real mail studies ............................................................................................................................................. 7 6 Geographical stratification .......................................................................................................................... 7 7 Estimators of transit time ............................................................................................................................ 7 7.1 General ................................................................................................................................................................ 7 7.2 Accuracy ............................................................................................................................................................. 8 7.3 Minimum Sample Size ................................................................................................................................... 8 7.3.1 Domestic measurement systems ............................................................................................................... 8 7.3.2 Cross-border measurement systems ....................................................................................................... 9 8 Test mail characteristics .............................................................................................................................. 9 9 Report ............................................................................................................................................................... 10 10 Quality control and auditing .................................................................................................................... 10 Annex A (normative)

Relaxation related to flows with small real mail volumes .............................. 11 A.1 General ............................................................................................................................................................. 11 A.2 Introduction ................................................................................................................................................... 11 A.3 Cross border mail flows ............................................................................................................................. 11 Annex B (informative)

Changes to the 2007 version of EN 14508 .......................................................... 13 B.1 Methodology .................................................................................................................................................. 13 B.1.1 Accuracy and Minimum Sample Size (MSS) ........................................................................................ 13 B.1.2 MSS for flows with small real mail volumes ....................................................................................... 13 B.2 Transit-time calculation rule ................................................................................................................... 14 B.3 Accuracy calculation method ................................................................................................................... 14 B.3.1 Improved applicability ............................................................................................................................... 14 B.3.2 Reduced bias in calculation ...................................................................................................................... 15 Bibliography ................................................................................................................................................................. 16

SIST EN 14508:2016

EN 14508:2016 (E) 3 European foreword This document (EN 14508:2016) 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 August 2016, and conflicting national standards shall be withdrawn at the latest by August 2016. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN [and/or CENELEC] shall not be held responsible for identifying any or all such patent rights. This document supersedes EN 14508:2003+A1:2007. This document has been prepared under a mandate given to CEN by the European Commission and the European Free Trade Association. The two annexes in this standard have been retained to highlight the differences between the original standard from 2002 and then the amendment in 2007. The highly revised EN 13850:2012, from which this standard has been developed, contains a number of annexes that bring together the planning required to create a sample survey to measure on-time performance, the validation and analysis steps and then the means of calculating the statistical accuracy of the performance estimates produced. According to the CEN-CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom. SIST EN 14508:2016

EN 14508:2016 (E) 4 Introduction In the Green paper on postal services in 1992 the European Commission emphasized the need to establish common rules for the development of community postal services and the improvement of quality of service. The Commission identified requirements for quality of service measurement that include: — independent end-to-end measurement capabilities; — a focus on cross-border delivery service performance; — a single, uniform and reliable system for monitoring delivery service performance within the European Union. The European Commission 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 degrees of 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 national regulatory authority, postal customers and postal operators themselves. The objective of the measurement is to estimate the transit time quality of service given to the customer in each European country domestically 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 transit time of single piece non-priority mail. This European Standard for single piece non-priority mail has been developed from EN 13850:2012 Postal Services - Quality of Service - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail. Both standards consider methods using a representative end-to-end sample of addressed letter mail. The additional specifications in this European Standard are required to define the minimum confidence levels for the measurement of non-priority mail. When EN 14508 was first developed it was decided to base it on existing measuring systems already in use among the European Union member states. The expansion of the European Union increased the number of cross-border mail flows and the standard was adapted in 2007 to make it possible to economically measure a larger number of mail flows from a wider range of countries. This was achieved by categorizing mail flows for measuring purposes and extending the measurement over a consecutive number of years. In the earlier versions of EN 13850 and EN 14508 the requirements for the Minimum Sample Size (MSS) were given in terms of accuracy requirements for domestic and cross-border measurement systems. The basis of this was an accuracy calculation method which linked any accuracy requirement directly to a corresponding MSS. The improved accuracy calculation method in EN 13850:2012 introduced a number of consequences which made it difficult to hold up this link. Annex B explains these consequences and how they have been overcome. SIST EN 14508:2016

EN 14508:2016 (E) 5 1 Scope In addition to EN 13850:2012 Postal Services - Quality of Service - 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 non-priority single piece mail, collected, processed and delivered by postal service operators. It considers methods using a representative end-to-end sample of all types of single piece addressed letter mail with defined transit-time service levels offered to the customer. This standard is applicable to the measurement of End-to-End single piece non-priority mail services. This European Standard has been developed from and is compatible with the requirements of EN 13850:2012. As such, surveys for both priority and non-priority single piece mail may be undertaken concurrently while reporting separate estimates of priority and non-priority transit times. The overall transit time quality-of-service result is to be expressed as the percentage of mail delivered within (J + n) days end-to-end according to the EU Postal directive1. This European Standard relates to the measurement of so-called “normal” services given to private persons / households and smaller businesses that post mail at street letter boxes, over the counter at post offices, have bring services from their offices or give their mail directly at postal service operators’ sorting centres. For technical reasons this European Standard may not in all parts be suitable for the measurement of very small volumes of mail and for operators with limited coverage. This European Standard is not applicable for measuring the end-to-end transit time distribution of large bulk mailers’ services or 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). 2 Normative references The following documents, in whole or in part, are normatively referenced in this document and are indispensable for its application. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. 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 NOTE As the measurement method in this standard is based on the principles described in EN 13850:2012 it is needed to follow in parallel the rules of that standard. For convenience, the references made in EN 13850:2012 are contained in the bibliography of this European Standard.

1 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 (OJ L 15, 21.1.98, p. 14). SIST EN 14508:2016

EN 14508:2016 (E) 6 3 Terms and definitions For the purposes of this document, the following term and definition applies. 3.1 non-priority item letter post item sent without priority, typically by surface, and receiving slower processing compared to items classified as priority as defined nationally EXAMPLE second class item, B class item. 4 Methodology 4.1 General The system for measuring the distribution of the end-to-end transit time of non-priority single piece mail items shall be robust and shall give statistical measurements at a defined level of accuracy. The methodology shall comply with the requirements of EN 13850:2012. In particular the following requirements of EN 13850:2012 shall apply, but shall refer to non-priority instead of priority: — The sample design shall be representative of real non-priority single piece mail flows. — The measurement system shall provide one annual figure for each relevant field of study using a test period of 1 year, 2 years or 3 years according to Annex A. NOTE For cross border mail flows in categories 2 or 3 according to Annex A it will take 2 or 3 years, respectively to reach the required accuracy for the particular size of mail flow. — The field of study shall be defined and used consistently throughout the measurement. A field of study shall not be modified during a yearly test period or over the full period of the years needed for full accuracy. — The measuring methodology shall be objective and shall be audited. — All measurements of transit time shall refer to end-to-end transit time. — The measurement system shall be continuous. — Panels of senders and receivers shall be independent of postal service operators and regulatory authority and shall be managed according to the International Chamber of Commerce / ESOMAR International Code of Marketing and Social Research Practice including its attachment. In addition, all requirements regarding integrity of the measurement shall follow EN 13850:2012, 6.6. 4.2 Calculation and presentation of transit time The transit time of a postal item shall be measured in units of days and expressed as (J + n) days. J is the date of deposit provided posting takes place before the published last collection time at the point of induction of the mail. For the purpose of this European Standard, transit times for domestic and cross-border mail shall be calculated according to a five-day working week calculation rule; whereby Saturdays, Sundays, and national holidays in the country of delivery are subtracted, in accordance with EN 13850:2012, B.1. For domestic mail, the transit times may, in addition, be calculated according to the weekend collection and delivery pattern provided, in accordance with one of the other calculation rules of EN 13850:2012, Annex B, subject to the requirements of the national regulatory authority. SIST EN 14508:2016

EN 14508:2016 (E) 7 In the cross-border case it shall be continuous for a field of study over the full period of the years needed for full accuracy. This does not necessarily mean that for cross-border mail flows all dates in a year need to be covered. For example, it may be sufficient to select three out of five possible induction days randomly or according to a systematic rotation plan in each week of the year. 4.3 Service performance indicators 4.3.1 General The following indicators shall be used in the presentation of the service performance result. 4.3.2 On-time performance The percentage of postal items delivered within the defined service standard. The result shall be pres

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