SIST EN 13850:2004
(Main)Postal services - Quality of service - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail
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 the domestic and cross-border priority single piece letter mail, collected, processed and distributed by postal service operators. It considers methods using a representative end-to-end sample of all types of single piece addressed letter mail. End-to-end is defined as from the point mail is placed into the collection/acceptance system under the responsibility of the postal operators, to the final delivery point under the responsibility of the postal operators.
The overall transit time quality-of-service result is to be expressed as percentage of mail delivered within
J + n days end-to-end according to the EC postal directive.
This quality of service indicator does not measure the postal operator's overall performance in a way that provides direct comparison of postal service operators, and does not include other service performance indicators than those related to transit time. In particular this European Standard does not measure whether the timing of the last collection of the day meets customer's requirements.
It specifies a set of requirements for the design of a quality of service measuring system for single piece priority mail, involving the selection and distribution of test item sent and received by selected panellists. The sample design gives the specifications for the item to be representative of the real mail flows.
This European Standard relates to the measurement of the so-called "normal" services given to private persons / households and businesses that post mail at street letter boxes, over the counter at post offices, have pick ups at 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 measuring of very small volumes of mail and for operators with limited coverage.
Postalische Dienstleistungen - Dienstqualität - Laufzeitmessung "end-to-end" für Vorrangsendungen und Sendungen erster Klasse
In dieser Europäischen Norm werden Verfahren für die Messung der Laufzeit "end-to-end" einer Einzelbriefsendung mit Vorrang im nationalen und grenzüberschreitenden Verkehr konkretisiert, die von Postdienstbetreibern abgeholt, bearbeitet und ausgeliefert wird. Bei den angewandten Verfahren wird eine repräsentative Laufzeit-Erhebungsauswahl bestehend aus allen Arten von adressierten Einzelbriefsendungen verwendet. Laut Definition beginnt die Laufzeit an dem Punkt, an dem eine Sendung dem Abhol-/Annahmesystem der verantwortlichen Postbetreiber übergeben wird, und endet an dem Punkt der endgültigen Ablieferung, für den die Postbetreiber ebenfalls verantwortlich sind.
Die Gesamtdienstqualität wird ausgedrückt als der prozentuale Anteil der Sendungen, die gemäß der EU-Postrichtlinie innerhalb von J + n Tagen "end-to-end" befördert werden.
Mit diesem Dienstqualitätsindikator wird nicht die Gesamtleistung des Postbetreibers in einer Weise gemessen, die den direkten Vergleich der Postdienstbetreiber erlaubt, und es gehen auch keine anderen Leistungsindikatoren außer der Laufzeit in die Beurteilung ein. Insbesondere wird in dieser Europäischen Norm nicht gemessen, ob der Zeitpunkt der letzten Einsammlung eines Tages den Kundenanforderungen genügt.
Es werden darin eine Reihe von Anforderungen in Bezug auf die Anlage eines Qualitätsmesssystems für Einzelbriefsendungen mit Vorrang genannt, die die Auswahl und Verteilung der Testsendungen, die von ausgewählten Panelteilnehmern abgesandt und empfangen werden, betreffen. Die Stichprobenanlage verlangt, dass diese Sendungen repräsentativ für tatsächliche Sendungsströme sind.
Services postaux - Qualité de service - Mesure du délai d'acheminement des services de bout en bout pour le courrier prioritaire égrené et de premiere classe
La présente Norme européenne spécifie les méthodes pour mesurer le délai d'acheminement bout en bout du courrier égrené prioritaire, national et transfrontiere, 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 de cette catégorie. Le bout en bout est défini comme démarrant au point ou le courrier est introduit dans le systeme de collecte/prise en charge, sous la responsabilité des opérateurs postaux, jusqu'au point de distribution finale sous la responsabilité des opérateurs postaux.
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 a la directive postale européenne.
Cet indicateur de qualité de service ne mesure pas la performance globale de l'opérateur postal, d'une maniere qui permette une comparaison directe entre les opérateurs du service postal, et il n'inclut pas d'indicateurs de performance de service autres que ceux relatifs au délai d'acheminement. La présente Norme européenne en particulier ne mesure pas si l'heure limite de dépôt journalier satisfait aux exigences des clients.
Il spécifie un ensemble des exigences requises pour la conception du systeme de mesure de la qualité de service du courrier égrené prioritaire, intégrant le choix et la répartition d'objets test envoyés et reçus par des panélistes sélectionnés. La modélisation de l'échantillon indique les spécifications requises pour que cet objet soit représentatif des flux de courrier réels.
La présente Norme européenne porte sur la mesure de ce que l'on appelle les services " normaux " offerts aux personnes physiques/ménages et entreprises qui déposent leur courrier dans les boîtes aux lettres de rue, au guichet des bureaux de poste, le font relever a leurs bureaux ou le déposent directement aux centres de tri des opérateurs du service postal.
Poštne storitve - Kakovost storitev - Merjenje časa prenosa od sprejema do vročitve za posamične pošiljke prednostne pošte in pošte prvega razreda
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Standards Content (Sample)
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.D]UHGDPostalische Dienstleistungen - Dienstqualität - Laufzeitmessung "end-to-end" für Vorrangsendungen und Sendungen erster KlasseServices postaux - Qualité de service - Mesure du délai d'acheminement des services de bout en bout pour le courrier prioritaire égrené et de premiere classePostal services - Quality of service - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail03.240Poštne storitvePostal servicesICS:Ta slovenski standard je istoveten z:EN 13850:2002SIST EN 13850:2004en01-januar-2004SIST EN 13850:2004SLOVENSKI
STANDARD
SIST EN 13850:2004
EUROPEAN STANDARDNORME EUROPÉENNEEUROPÄISCHE NORMEN 13850May 2002ICS 03.240English versionPostal services - Quality of service - Measurement of the transittime of end-to-end services for single piece priority mail and firstclass mailServices postaux - Qualité de service - Mesure du délaid'acheminement des services de bout en bout pour lecourrier prioritaire égrené et de première classePostalische Dienstleistungen - Dienstqualität -Laufzeitmessung von Abgang bis Zustellung fürVorrangsendungen und Sendungen erster KlasseThis European Standard was approved by CEN on 16 February 2002.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such nationalstandards may be obtained on application to the Management Centre or to any CEN member.This European Standard exists in three official versions (English, French, German). A version in any other language made by translationunder the responsibility of a CEN member into its own language and notified to the Management Centre has the same status as the officialversions.CEN members are the national standards bodies of Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece,Iceland, Ireland, Italy, Luxembourg, Malta, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMITÉ EUROPÉEN DE NORMALISATIONEUROPÄISCHES KOMITEE FÜR NORMUNGManagement Centre: rue de Stassart, 36
B-1050 Brussels© 2002 CENAll rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 13850:2002 ESIST EN 13850:2004
EN 13850:2002 (E)2ContentspageForeword.3Introduction.41Scope.42Normative references.53Terms and definitions.54Transit time as a quality of service indicator.124.1General.124.2Calculation and presentation of transit time.124.2.1Measurement unit.124.2.2Continuity of measurement.124.2.3Calculation of the transit time.124.2.4Service performance indicators.135Methodology.135.1General.135.2Representative sample design.135.3Real mail studies.135.4Geographical stratification.145.4.1General.145.4.2Geographical stratification parameters.145.4.3Stratification for domestic mail.155.4.4Stratification for cross-border mail.155.5Geographical distribution of the panel.165.6Estimators.165.6.1General.165.6.2Accuracy.165.6.3Measurement results.175.6.4Calculation of the accuracy.175.6.5Panel turnover.175.7Aggregation of results.175.7.1Strata weights based on real mail data.175.7.2Weighting due to non-response and invalid test items.175.7.3Design changes due to annual mail characteristics and postal flows changes.186Test mail characteristics.186.1General.186.2Highly discriminant mail characteristics.186.3Discriminant mail characteristics.197Report.198Quality control and auditing.20Annex A
(normative)
Variance of the estimator of the on-time probability.21Annex B
(normative)
Calculation rule.35Annex C
(normative)
Quality control and auditing.40Annex D
(informative)
Real mail studies.44Annex E
(informative)
Validation rules for test items.52Bibliography.53SIST EN 13850:2004
EN 13850:2002 (E)3ForewordThis document EN 13850:2002 has been prepared by Technical Committee CEN/TC 331 "Postal services", thesecretariat 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 orby endorsement, at the latest by November 2002, and conflicting national standards shall be withdrawn at the latestby November 2002.This document has been prepared under a mandate given to CEN by the European Commission and the EuropeanFree Trade Association, and supports essential requirements of EU Directive(s).Annexes A, B and C are normative.Annexes D and E are informative.This standard includes a Bibliography.According to the CEN/CENELEC Internal Regulations, the national standards organizations of the followingcountries are bound to implement this European Standard: Austria, Belgium, Czech Republic, Denmark, Finland,France, Germany, Greece, Iceland, Ireland, Italy, Luxembourg, Malta, Netherlands, Norway, Portugal, Spain,Sweden, Switzerland and the United Kingdom.SIST EN 13850:2004
EN 13850:2002 (E)4IntroductionIn the Green paper on postal services in 1992 the European Commission emphasised the need to establishcommon rules for the development of community postal services and the improvement of quality of service. TheCommission 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 Union.The Commission acknowledged that the different postal traditions and cultures in Europe would not allow for theestablishment of one common unified European measurement system and that national systems should havesufficient degrees of freedom to reflect national needs and peculiarities. On the other hand, they should fulfil adefined set of minimum requirements to satisfy the information interests of the national regulatory authority, postalcustomers and postal operators themselves.The objective of the measurement is to estimate the transit time quality of service given to the customer in eachEuropean 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 themeasurement of the transit time of the national and cross-border mail.1 ScopeThis European Standard specifies methods for measuring the end-to-end transit time of the domestic and cross-border priority single piece letter mail, collected, processed and distributed by postal service operators. It considersmethods using a representative end-to-end sample of all types of single piece addressed letter mail. End-to-end isdefined as from the point mail is placed into the collection/acceptance system under the responsibility of the postaloperators, to the final delivery point under the responsibility of the postal operators.The overall transit time quality-of-service result is to be expressed as percentage of mail delivered withinJ + n days end-to-end according to the EC postal directive.This quality of service indicator does not measure the postal operator’s overall performance in a way that providesdirect comparison of postal service operators, and does not include other service performance indicators thanthose related to transit time. In particular this European Standard does not measure whether the timing of the lastcollection of the day meets customer’s requirements.It specifies a set of requirements for the design of a quality of service measuring system for single piece prioritymail, involving the selection and distribution of test item sent and received by selected panellists. The sampledesign gives the specifications for the item to be representative of the real mail flows.This European Standard relates to the measurement of the so-called “normal” services given to private persons /households and businesses that post mail at street letter boxes, over the counter at post offices, have pick ups attheir 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 measuring of very smallvolumes 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 bulkmailers’ services and hybrid mail, which require different measurement systems and methodologies.This European Standard includes specifications for the quality control and auditing of the measurement system.SIST EN 13850:2004
EN 13850:2002 (E)52 Normative referencesThis European Standard incorporates by dated or undated reference, provisions from other publications. Thesenormative references are cited at the appropriate places in the text, and the publications are listed hereafter. Fordated references, subsequent amendments to or revisions of any of these publications apply to this EuropeanStandard only when incorporated in it by amendment or revision. For undated references the latest edition of thepublication referred to applies (including amendments).EN ISO 9000, Quality management systems – Fundamentals and vocabulary (ISO 9000:2000).EN ISO 9001, Quality management systems – Requirements (ISO 9001:2000).EN ISO 9004, Quality management systems – Guidelines for performance improvements (ISO 9004:2000).ISO 3534-1:1993, Statistics - Vocabulary and symbols - Part 1: Probability and general statistical terms.ISO 3534-2, Statistics - Vocabulary and symbols - Part 2: Statistical quality control.ISO 10005, Quality management - Guidelines for quality plans.ISO 10007,Quality management - Guidelines for configuration management.ISO 10011-1, Guidelines for auditing quality systems – Part 1: Auditing.ISO 10011-2, Guidelines for auditing quality systems – Part 2: Qualification criteria for quality systems auditors.ISO 10011-3, Guidelines for auditing quality systems – Part 3: Management of audit programmes.ISO 11180, Postal addressing.3 Terms and definitionsFor the purposes of this European Standard, the following terms and definitions apply.3.1accuracycloseness of agreement between a test result and the accepted reference valueNOTE 1
The term accuracy, when applied to a set of test results, involves a combination of random components and acommon systematic error or bias component. [ISO 3534-1]NOTE 2
In this standard the accuracy is given by the length 2e of the confidence interval at the confidence level 95 % for theparameter being estimated, namely the probability of attaining the specification with respect to the transit time.3.2aggregationcompounding of primary data into an aggregate for the purpose of expressing them in a summary form3.3auditsystematic and independent examination to determine whether activities and related results comply with plannedarrangements and whether these arrangements are implemented effectively and are suitable to achieve objectives[EN ISO 9000]3.4average (arithmetic mean)sum of values divided by the number of values [ISO 3534-1]3.5bring servicemail collection or mail delivery service specifically contracted by the customerSIST EN 13850:2004
EN 13850:2002 (E)63.6businessbodies other than households that receive and send mail3.7characteristicproperty which helps to identify or differentiate between items of a given populationNOTE 1
The characteristics may be either quantitative - by variables, or qualitative - by attributes [ISO 3534-1].NOTE 2
In this standard the population is postal test items and the characteristics are related to type of senders, type ofreceivers, times and types of induction or delivery, physical aspects of test items, franking, etc.3.8citygeographically defined area according to national classification systems3.9conformityfulfilment of specified requirements [EN ISO 9000]3.10corrective actionaction taken to eliminate the causes of an existing non-conformity, defect or other undesirable situation in order toprevent recurrence [EN ISO 9000]3.11correlationrelationship between two or several random variables within a distribution of two or more random variablesNOTE
Most statistical measures of correlation measure only the degree of linear relationship [ISO 3534-1].3.12correlation coefficientratio of the covariance of two random variables to the product of their standard deviations [ISO 3534-1]3.13countryterritory of a nation with its own government3.14cross-border mailmail distributed from one country to another country3.15customernatural or legal person having a business relation with a postal operator3.16date of deliverydate on which a postal item is delivered to the address or to the addressee3.17date of deposit (J)day on which a postal item is posted, provided posting takes place before the last collection of that dayNOTE 1
The term date of deposit is used in relation to quality of service measurement. The definition is based on the PostalDirective 97/67/EC.SIST EN 13850:2004
EN 13850:2002 (E)7NOTE 2
Last collection refers to the advertised last time for collection (not the actual time).3.18delivery pointphysical location at which delivery of postal items by a postal operator takes place and where they leave theoperator’s responsibility3.19design factorratio of the variance of the estimator in the given sample design by the variance of the estimator in an elementarysample design of the same size. The design factor is related to a given sample design and estimator3.20discriminant (characteristic)characteristic affecting the outcomeNOTE
In this standard a characteristic is discriminant when transit time differs according to the different modes of thecharacteristic.3.21distributionprocess from collecting mail at collecting points through sorting at the distribution centre to delivery of mail items tothe addressee3.22domestic mailmail items sent and received within one country3.23end-to-end (transit time)from the point mail is placed into the collection/acceptance system under the responsibility of the collecting postaloperator to the final delivery point under the responsibility of the delivering
postal operators3.24estimatevalue of an estimator obtained as a result of an estimation [ISO 3534-1]3.25estimatorstatistic used to estimate a population parameter
[ISO 3534-1]NOTE
In this European Standard, a function of the observed values of test item transit times allowing the estimation of theprobability of attaining the specification with respect to the transit time.3.26expectationfor a discrete random variable X taking the values xi, with the probabilities pi, the expectation if it exists, is:m = E(X) = Spi xithe sum being extended over all the values xi which can be taken by X [ISO 3534-1]3.27field of studytotal mail flow between defined postal areasNOTE 1
Field of study could be defined for example as:— Domestic – one operator in one countrySIST EN 13850:2004
EN 13850:2002 (E)8— Domestic – one operator in one part of a country— Domestic – a group of
operators in one country— Cross-border – one operator to one country— Cross-border – one operator to a group of countries— Cross-border – one country to one country— Cross-border – one country to a group of countriesNOTE 2
Some mail flows between postal operators may not meet the technical requirements in this standard to qualify asfields of study3.28frequencythe number of occurrences of a given type of event or the number of observations falling into a specified class[ISO 3534-1]3.29geographical coveragespread of postal services within a pre-defined geographical area3.30independent performance monitoring organisationbody charged with the monitoring of the QoS according to the methodology specified in this standard and whichbody is external to, and having no links of ownership or control with the postal service provider thus monitored3.31independencetwo random variables are independent if their distribution functions are related byF(x, y) = F(x, ) . F(y) = G(x) . H(y)where F(x, ) = G(x) and F( , y) =H(y) are the marginal distribution functions of X and Y, respectively for all pairs(x, y) [ISO 3534-1]3.32inductiondeposition of mail into the postal network3.33inspectionactivity such as measuring, examining, testing or gauging one or more characteristics of an entity and comparingthe results with specified requirements in order to establish whether conformity is achieved for each characteristic[EN ISO 9000 and ISO 3534-2]3.34metered mailmail franked by franking machines3.35national and regional holidayday with limited postal collection or delivery activities3.36observed valuevalue of a characteristic obtained as the result of a single observation [ISO 3534-1]SIST EN 13850:2004
EN 13850:2002 (E)93.37office of exchangeplace where a postal operator accepts cross-border mail from a postal operator of another country3.38on-time performanceproportion of postal items within a given period of time t with transit times meeting the specificationFormal definition: å=)(1iX)(1tNitNwhere )(tNis the total number of postal items inducted during the period,and1=iX if postal items
fulfils the specification and otherwise 0i=X3.39on-time probabilityprobability of the event that the transit time Tof a mail item meets the specification s, i.e. does not exceed thespecified number s of days:()sT£Pr3.40performance indicatorexpression derived from postal transit time statistics and data used to characterise the performance of a postaloperator3.41postal catchment areapostal area served by a domestic sorting centre or by an office of exchange for cross border mail outbound orinbound. Catchment areas may be different for outbound and inbound mail, or for different fields of study3.42postal areaone of the parts into which a postal operator’s whole territory is divided and which is suitable for characterisingpostal delivery peculiarities3.43postal serviceservices involving the clearance, sorting, transport and delivery of postal items3.44priority item, first class item, A-class itemletter post item sent with priority by air or by surface and receiving different processing compared to items classifiedas non-priority3.45probability distributionfunction giving the probability that a random variable takes any given value or belongs to a given set of values [ISO3534-1]3.46qualitytotality of characteristics of an entity that bear on its ability to satisfy stated and implied needs [EN ISO 9000]3.47quality assuranceall the planned and systematic activities implemented within the quality system and demonstrated as needed, toprovide adequate confidence that an entity will fulfil requirements for quality [EN ISO 9000]SIST EN 13850:2004
EN 13850:2002 (E)103.48quality controloperational techniques and activities that are used to fulfil requirements for quality [EN ISO 9000 and ISO 3534-2]3.49quality evaluationsystematic examination of the extent to which an entity is capable of fulfilling specified requirements [EN ISO 9000]3.50random samplesample of n items taken from a population of N items in such a way that each item in the population has a strictlypositive probability of being selected3.51random variablevariable that may take any of the values of a specific set of values and with which is associated a probabilitydistribution [ISO 3534-1]3.52real mailpostal items sent by customers3.53real mail flownumber and types of postal items distributed end-to-end by postal operators3.54real mail studystudies on real mail flows or real mail characteristics3.55ruralcities and communes with less than a specified number of inhabitants3.56sampleone or more sampling units taken from a population and intended to provide information on the population [ISO3534-1]3.57service standardstandard that specifies requirements to be fulfilled by a service, to establish its fitness for purpose3.58single piece mailpostal items posted and distributed individually3.59sorting centreplace where the main sorting of mail is done3.60stamped mailpostal items paid for with postage stampsSIST EN 13850:2004
EN 13850:2002 (E)113.61standarddocument, established by consensus and approved by a recognised body, that provides, for common and repeateduse, rules, guidelines or characteristics for activities or their results, aimed at the achievement of the optimumdegree of order in a given contextNOTE
Standards should be based on the consolidated results of science, technology and experience, and aimed at thepromotion of optimum community benefits [EN 45020].3.62stratificationdivision of a population into mutually exclusive and exhaustive subpopulations (called strata) which are thought tobe more homogeneous with respect to the characteristics investigated than the total population
[ISO 3534-1]3.63study domainsubpopulations for which separate results can be appropriateNOTE
Study domains could be defined for example by geographic segmentation or by product3.64test itempostal item produced in the test measurement system for the purpose of measuring real mail performances. Testitems shall be representative of real mail3.65test periodperiod of time under which measurement has been carried out and for which the results are presented in aseparate test report3.66time of deliverytime when a postal item is delivered at its delivery point3.67transit timenumber of days elapsed between induction and delivery of mail item as calculated in 4.2.33.68transit time distributiontransit time of a mail item is random and therefore it is modelled as a random variable; the set of probabilities of anyevent concerning the random variable transit time of a mail item forms its probability distribution3.69urbancities, including their outskirts, with not less than a specified number of inhabitants3.70variancemeasure of dispersion, which is the sum of the squared deviations of observations from their average divided byone less than the number of observations [ISO 3534-1]3.71weightvalue to compensate for the difference between the distribution of characteristics in the measurement systemcompared to real mailSIST EN 13850:2004
EN 13850:2002 (E)124 Transit time as a quality of service indicator4.1 GeneralThe system for measuring the distribution of the end-to-end transit time of mail items shall be robust and shall givestatistical measures at a defined level of accuracy.All measurements shall refer to the end-to-end transit time.The sample design shall be representative of real mail flows.The measuring system shall provide one annual figure for each relevant field of study.The measuring methodology shall be objective and shall be audited.There shall be consistency between cross-border and domestic measuring methods.If the field of study is composed of several study domains, it is the overall quality of service measurement for thefield that shall comply with the requirements of this European Standard.The field of study shall be used consistently throughout the measuring.If for a field of study an operator is defined as one operator or a group of co-operating operators, this group shouldbe used consistently.When the field of study is a group of countries, this group should be used consistently in the measurement.4.2 Calculation and presentation of transit time4.2.1 Measurement unitThe transit time of a postal item shall be measured in units of days and expressed as (J + n) days. J is the date ofdeposit provided posting takes place before the published last collection time at the point of induction of the mail.4.2.2 Continuity of measurementThe measurement system shall be continuous. It shall cover all months, weeks and days of the year in accordancewith the definition of the measurement unit. All periods of the year shall be included as well as Christmas, Easterand summer holiday periods.Non-functioning of the postal operator and days of strikes or industrial disputes shall not be discounted. However incase of “force majeure” events, deduction of corresponding period may be considered in agreement with thenational regulatory authority, and shall be indicated in the reporting.Test items shall be posted on all seven days of the week, in proportion to real mail. Either Saturday or Sundayposting can be excluded if there is no collection by the operator on these days.4.2.3 Calculation of the transit timeFor the purpose of this European Standard, transit times for domestic and cross-border mail shall be calculatedaccording to a five-day working week calculation rule; whereby Saturdays, Sundays, and nat
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