Listening to the Future

December 2010 Issue

Listening to the Future CONTENT PostEurop Plenary Assembly in Liechtenstein • NEWS IN BRIEF 2 PostEurop’s plenary assembly hosted • The Association 3 by Liechtensteinsche Post in Vaduz/ • REGULATORY Schaan, Liechtenstein this year kicked IAC 6 off with an internal forum ‘Listening EAC 7 to the Future’. During the forum, • social environment 8 members had the opportunity to listen and experience a panel discussion • operations 10 amongst key stakeholders for the • Market 13 European postal operators coming from the UPU, CERP and Print • EUROPEAN PROJECTS 11 Power campaign. • ANNOUNCEMENTS 15

Dialogue for the future UPCOMING MEETINGS

Members also had the opportunity to participate in workshops and crucial discussions around proposed developments to the association. As outcome of these discussions, it was agreed that a focus group would be formed to further investigate a new base for member contributions linked closely to the strategic objectives and activities of PostEurop and its members.

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• 11 JAN - EMIP Task Force, Brussels, Photo Gallery Save the Date Belgium • 6-8 FEB - World Mail & Express • With compliments from • The next PostEurop Plenary Assembly Americas, Mexico City, Mexico Liechtensteinische Post, photos of will be held in Istanbul, Turkey on 12- • 7-8 FEB - Future Trends of Parcel the plenary have been distributed to 13 October 2011 Management & Distribution, all participants • Hosted by the Turkish Post. Egerkingen, Switzerland • For more information please contact • To view selected photos of the event, • 14-16 MAR - PosTech, New Delhi, administration@posteurop.org please go to www.posteurop.org/ India pavaduz1 • 29-31 MAR - European Postal Services Conference, London, UK • 6-7 APR - Terminal Dues Forum, Reykjavik, Iceland • 7 APR - The Mail & Express Info & Subscription on: www.posteurop.org Delivery Show, London, UK

If you have any comments or any questions about this newsletter or if you would like to contribute to the content please contact: [email protected] / Written, edited and produced by PostEurop A.I.S.B.L. - 34 Boulevard de la Woluwe, B-1200 Brussels - Belgium December 2010 Issue

From The Editor News in Brief

Dear Members and • bpost business develops the first fully personalised ‘aquarelmailing’ together Colleagues, with Dioss Print solutions and the Belgian Direct Marketing Association (BDMA). This innovative mailing carries personalised messages which can only be It is amazing how seen when the mailing is submerged in water. time flies and we are again drawing • Poste Italiane MD Massimo Sarmi and the General Manager of Russian Post, close another Alexander Kiselev, signed an agreement in Sochi earlier this month, in the presence year-end. of the Italian Prime Minister, Silvio Berlusconi, and the President of the Russian Federation, Dmitri Medvedev. Under the terms of this commercial agreement, 2010 was an exceptionally busy signed during the Italy-Russia bilateral summit, Poste Italiane Group will provide Russian Post with the skills and know-how required to modernise the network of 40 year as we saw 11 European postal thousand post offices, optimise the logistics network and introduce online financial operators prepare for full market services and mobile phone services. opening. • TNT announced their vision 2015 separation proposal on 2 December 2010, to This year it is all about looking separate Mail and Express into two companies as part of their demerger plans. Peter forward into our future. As change Bakker will remain CEO of TNT until completion of the demerger. is happening all around us the most significant learning is to adapt • Itella has reformed its group structure. As of the 1st of January, 2011, Itella will quickly. transfer its operations from the parent company, Itella Corporation to its subsidiaries Itella Posti Oy and Itella Logistics Oy. The aim of the reform is to harmonize the We have included in this issue structure of Itella Corporation in Finland. highlights of various events • Forceville the next Chairman of PostEurop Management Board for the term including the Plenary Assembly held 2011-2013. PostEurop announced the appointment of Jean-Paul Forceville as the in Vaduz/Schaan, Liechtenstein. next Chairman of PostEurop management board for the term 2011 - 2013, following the recent board elections at the annual plenary assembly in Schaan/Vaduz We also had the pleasure of Liechtenstein. . interviewing Mr. Bernard Damiens on his ‘last mile’ as Chairman of the PostEurop Management Board.

In response to our successful Quality of Service program offered to members, we received feedback from the Latvijas Pasts and the Serbian Post.

Lastly, we are happy to have some Continued from front page Market ‘buzz’ thanks to our new Market Manager, Sébastien Houzé. A futurologist view

We hope that you enjoy this issue The forum concluded with a two- and looking forward to your part presentation and discussion on the latest global business trends feedback and contributions. and innovation from our guest futurologist speaker, Dr. James Bellini. Here is wishing you a Happy Holiday! The discussion saw many ideas and subsequently opportunities which the postal sector can continue to Cynthia Wee explore in the near future. Communications Manager [email protected] Continued on page 3

If you have any comments or any questions about this newsletter or if you would like to contribute to the content please contact: [email protected] - More info on: www.posteurop.org December 2010 Issue The Association/Interview

Interview with board we took the time of the postal industry. bernard damiens to conduct a special interview with Bernard. One of Without a doubt, it takes a its main special person to assume Q Bernard, 2010 has marked the final elements, of six years in your role as Chairman probably and carry out the duties as of the PostEurop management board. innovative at Chairman of the PostEurop You have often mentioned about the this moment, management board. ‘evolution of PostEurop’. What would was the you consider are the main milestones recognition Bernard Damiens is more of PostEurop during this period of that we than special to serve for evolution? cannot do business anymore as we two consecutive mandates did before. Our responsibility on our Undoubtedly, the adoption of the environment (nature, social, societal) has in this distinguished and Vilamoura strategy in 2005 has marked to be taken into account. This was the base demanding position from a significant step in this evolution, as the of the creation of the Corporate Social 2005 – 2010, beyond his roles and objectives of the Association Responsibility pillar. have been included in a clear vision and a normal duties. After well defined strategy, supported by a new, Continued on page 5 the election of the new more active structure. It encompassed the whole scope of areas critical to the survival

Continued from page 2 matters including the election of the The plenary received much attention next management board. The newly including a welcome address by Dr. Gala dinner elected management board will start Martin Meyer, Deputy Prime Minister of To conclude the forum, a special gala their term on the 1st January 2011. Liechtenstein and delegates were also dinner was organized and hosted by invited for a special audience with his Liechtensteinische Post that evening Welcoming Kazpost serene highness Prince Hans-Adam II at accompanied by a string of music The PostEurop community officially the Liechtenstein castle. and dance entertainment. During the welcomed a new dinner, PostEurop also announced and member, Kazpost with a celebrated the winners of the 2010 speech from Mr. Salavat EUROPA Stamp competition. Cheryazdanov, Chief Executive of Kazpost and the signing of a memorandum of agreement between PostEurop and Kazpost. Kazpost will be an official member of the PostEurop community as of 1st January 2011

A special thank you As host, Liechtensteinische Post team warmly welcomed all delegates at the charming and beautiful principality of Liechtenstein. The generosity, hospitability and Each delegate was received personally efficiency of Liechtensteinishce Post Election time by the gracious Mr. Herbert Ruddiser, ensured a successful plenary. The second day of the plenary was CEO of Liechtensteinsche Post. dedicated to PostEurop internal Photos on the next page

Clockwise: Herbert Rüdisser (Liechtenstein- ische Post) greeting Dr. Martin Meyer, Dep. Prime Minister of Liechtenstein, Osman Tural (Turkish Post), Frank Leerkotte (Print Power) and Botond Szebeny (PostEurop), Kristin Bergum (Posten Norge).

Top: Information Points at the plenary. Right: Elena Fernandez (Correos) Below from left to right: Daniela Metelli (Poste Italiane), Francesca Coratella (Poste Italiane) and Antonino Scribellito (PostEurop), Joost Vantomme (bpost) and Troels Thomsen (Post Danmark)

Visit Our Photo Gallery: www.posteurop.org/pavaduz1

Continued from previous page day life and of their real challenges. Far We will need to make a serious effort in better than reading annual reports… terms of information and communication A third element is the launch of the to increase the awareness of the existence cooperation with industry stakeholders I have been impressed by the enthusiasm of untapped opportunities throughout the through the European Mailing Industry of their young managers for the European organisations of our Members. Platform (EMIP). Though the achievements Union (for those whose countries are are modest so far (the most important one member of) and for the opportunities The key learning for me is being the publication of a joint brochure offered by the Association to meet with on the truth about the impact of paper on their peers. This enthusiasm is certainly that it is useless to know the environment), this is a step towards the part of the transfers from East to West and and understand if you opening of the works of the Association to an example to follow! don’t share this knowledge our colleagues in the industry. They share the same concerns and fight also for their Q What were some of the biggest or understanding… future. Together we will be stronger. challenges for you? Q Based on your experience and achievements, what would be some I also would like to mention the CEO’s During those six years I have had to recruit of the key-learnings which you would forum for the Central and Eastern and coach two new Secretary Generals like to impart to the next board? European operators. Its first edition after Marc Pouw had decided to re- in spring 2010 proved a success and orientate his career. It is always a challenge The first one, I just mentioned here above. demonstrated it was responding to a real for the continuity to replace the leading The second one is that the concept of need of the CEO’s to meet and exchange figure and maintain the course of the PostEurop as a platform of exchange of their views in all trust and discretion. strategy, but it proved successful! experience and best practices in all the disciplines useful for a company is one of Q What do you feel were the biggest The main challenge however is to roll out the main assets of the Association. This achievements attributed to your the strategic decisions with a very restricted should be further developed. capacity as Chairman? budget. There is always a choice to make between adjusting the ambition to the I see that PostEurop is more and more The biggest achievements of the means, or doing the opposite. During the demanded to speak in International Association during this period are not first three years, the Management Board Conferences. Most of the time about linked to my capacity as chairman but could increase significantly the budget (in Corporate Social Responsibility. Our to the dedication of the experts of our percentage… in absolute value, it remains achievements so far also have to be seen Members, specially the chairs of the modest), during the last three years, as an asset. different working groups, to the members because of the economic crisis, the budget of the two Management boards I had the remained flat despite the inflation. Doing Finally, we should look at how we could honour and the pleasure to chair, and to more with less is not an easy task… respond to the demand of some of our the staff members of the headquarters. Members to help them in new fields of The three Secretary Generals I had the Q What were the key learnings that interest to them. And let us be creative as pleasure to work with have been (one you feel were most important for you regards their financing… still is) true driving forces. All I did was as Chairman personally? to encourage them and remind them Thank you Bernard for your time and regularly our objectives and commitments. Being in weekly contact with the valuable insights. headquarters gives you a deep Q What were your best memories as understanding of the challenges of the Chairman of PostEurop? Association and of the new opportunities we can propose to our Members. But I I really enjoyed the member’s visits. realize that this understanding is not at Having together with the Secretary the same level for those who deal with General the opportunity to meet with the PostEurop matters only from time to time. executive committees of our members, This becomes visible when important but also visiting their sorting centres and decisions have to be taken for the future of distribution and retail offices gave me a far the Association. better understanding of their true day-to-

International Affairs subject, the group will report to the Chairs will be in close contact to Committee (IAC) UPU & RUs WG in a similar way as the coordinate this issue.

A position paper featuring the contribution of PostEurop to the Universal Postal Union (UPU) Doha Strategy Plan 2013-2016 was one of the outcomes of the 15th International Affairs Committee (IAC) plenary meeting, which was held on 17 June 2010 in Brussels and gathered together 22 participants from 15 PostEurop member postal operators. Letters and Parcels Groups do, giving The Customs working group has also The document was drafted by their expert opinions on the subjects been very active lately in different the Co-Chair of the Strategy they focus upon. fronts at European Union level, and Reform working group, Mr. mainly negotiating with DG TAXUD Luc Hillewaert (bpost), and was In coordination with the European the Modernised Customs Code and finalised at the meeting. After the Affairs Committee (EAC), the IAC also its Implementing Provisions. The voting process involving the entire debated the Study on the External Chairman of the WG, Mr. Reinhard PostEurop membership and the final Dimension of EU Postal Policy, which Fischer (Deutsche Post) made endorsement by the Management touches upon aspects such as the an enlightening presentation of Board, the document, which had relationship between the European the multiple lobbying activities received all votes, was promoted Commission and the UPU. Mr. performed within different EC in Nairobi during the UPU Strategic Sture Wallander (Posten AB) made bodies to make them more aware Conference which took place on 22-24 a thorough presentation on this of the postal aspects. Such activities September 2010, as well the next UPU study undertaken by WIK/Campbell culminated with the production of Council Administration meeting, last consultants at the request of the an informal PostEurop opinion paper November in Berne. It will also be sent European Commission (DG MARKT). which was sent to Mr. Walter Deffaa, to the other UPU Restricted Unions. IAC members were invited to send Director General of DG TAXUD, with their individual comments on the the comments of PostEurop members The Committee also discussed study directly to the WIK/Campbell on the Modernised Customs Code. a recurrent problem at UPU consultants and the IAC and EAC International Bureau level – the delay in distributing the POC proposals and documents during the POC and CA sessions. Following the discussion, a letter was signed by the Chair of the Management Board and the Secretary General of PostEurop, and was sent to the UPU Director General, the POC and the CA Chairs alerting for this serious problem and offering support.

Another important issue discussed and decided upon at the meeting of June was the creation of a Postal Financial Services Working Group to analyse UPU proposals on the Postal Payment Services. Addressed mainly at the Eastern European operators that are the most interested in the

International Affairs of the Union, works on the new postal for the UPU Congress. strategy and proposals to amend the Committee (IAC) UPU acts. A new group

UPU and Restricted Participants were also informed about The Postal Financial Services group the outcome from UPU Strategic will work similar to Letters and Parcels Unions working Conference which was organized last working group but will be devoted group meeting in September in Nairobi. At the Strategic to financial services proposals. Last SCHAAN Conference June all PostEurop PostEurop members were Secretary informed about The following meeting of UPU General setting up of and Restricted Unions Working had the this group and Group took place last October opportunity to were invited to in Schaan. The meeting received convey main participate. Out of high participation with a total ideas of the the ten responses, position paper Hungary, of 26 delegates representing 20 prepared by Germany, Russia, postal operators, PostEurop and International Greece, Turkey, UPU. Affairs Croatia (Mostar) Committee and Poland had The focus of the meeting was on (IAC) giving expressed their preparation towards the 2010 UPU input to the willingness to Council of Administration (CA) session World Postal participate in the in November. Participants discussed Strategy 2013-2016. working group. During the meeting what had been done by the different two additional members – Serbia and UPU groups between the POC and Recently, a small team was created Swiss Posts, expressed their interest CA sessions and had an opportunity within the UPU and Restricted in joining the group. Hence, we await to listen and share update on Unions working group specially to further developments on this new developments within Joint CA/POC analyse UPU Postal Payment Services group. Committees and POC Committees, Agreement and Regulations proposals especially those referred to the reform

European Affairs The new regulation, which needs an overall assessment report on the Committee (EAC) to be implemented by member impact of the new invoicing rules. states by 31 December 2012 at the latest, guarantees the acceptance of According to estimates around 30 billion invoices are sent in Europe NEW REGULATION ON electronic invoices under the same INVOICING every year that gives big work to conditions as for paper invoices. postal operators. To facilitate the To certify the legibility of the use of electronic invoices some The Council of the European invoice, the authenticity of origin Member States have made e-invoices Union has and the integrity of the mandatory in the public sector. adopted a content shall be ensured. The decision making procedure was directive These requirements can amending the monitored by Magyar Posta within the be achieved in case of framework of Monitoring Legislation VAT directive electronic invoices e.g. on Financial Services of the European as regards by the use of advanced Affairs Committee the rules on electronic signature invoicing. or electronic data For more information please contact Matyasi Koppány (Matyasi.Koppany@ interchange (EDI). By posta.hu) from Magyar Posta 31 December 2016 at the latest, the European Commission shall present

European Affairs Marketing (FEDMA) as guest Committee (EAC) speakers on these the key regulatory agendas issues.

EAC MEETING in Mr De Koster, explained the over- Brussels arching European Commission’s Europe 2020 strategy which is supported by The European Affairs Committee 7 flagship initiatives to support the (EAC) met again for the second commission’ key priorities. It was time this year in Brussels, important participants understood Belgium. This time the meeting the fundamentals behind subsequent entered into several discussions policies. including the European Commission’s e-commerce Later in the day, the group had the pleasure to listen to Mr. Jan-Willen directive and data protection. Verhijden. His presentation focussed on Members of the EAC had the the push for e-commerce. The directive opportunity to welcome Mr. 2000/31/EC, created the basic legal Tonnie De Koster from the framework for electronic commerce Secretariat General, European in the context of Internal Markets. A commission is under increasing pressure Commission, Mr. Jan-Willem question and answer session follow suit. to increase data protection when Verheijden, Policy Officer at considering how fast new technologies the European Commission DG Data protection is an issue which developed. Internal Market and Mr. Goetz the European Commission has been Brandau, Government Affairs rigorously pursuing. Mr. Brandau gave The meeting concluded with a summary Manager from the Federation of a presentation on current regulatory on various key issues for the EAC to European Direct and Interactive framework for data protection which follow-up on in coming months. is realized by a series of directives. The

Social Responsibility Matthew Neilson from the Royal Mail, 5.2 million tonnes by the year 2020. kicked-off the call on Sustainable Missing these targets could result in Direct Mail and the discussed PAS 2020 millions of pounds of punitive fines SOCIetal specifications for Direct Marketing in from the EU. perspective on the UK as case study. sustainable direct “In UK, Direct Mail has a Continued on page 9 mail negative image amongst consumers.” The Societal working group launched a series of thematic To add further pressure on direct conference calls to promote marketers, 2010 sees the EU Landfill debate and discussions on societal Directive come into force. Currently, related topics. The first call was the UK disposes of 11.55 million tonnes dedicated to ‘Sustainable Direct of biodegradable municipal waste in Mail’ landfill sites.

The EU Landfill Directive requires this figure to be reduced to 11.2m tonnes by 2010, 7.5 million tonnes by 2013 and

environmental to increase The assurance statement of the consultant in green and more detail working group practices such about the data SEMInar as green power collection will purchase be published in the PostEurop and fuel Update on CO2 2010 CO2 Data consumption Reporting Campaign Collection Final efficiency Report. Last October, environmental improvements. experts met to discuss the outcome of the 3rd GHG Ernst & Young, our environmental Reduction Programme CO2 data experts reported on the audit process to collection. Overall, 16 out of 27 For more information on the CO2 verify the data reliability. They welcome postal operators participants in Reporting Campaign for the European progress of members in order to achieve Postal Sector, contact Michele Menghini the programme reported 4.27 a consistent reporting methodology and ([email protected]) million tonnes emissions showing recommend actions to set a credible a significant reduction compared reduction target. to the previous years, thanks

Continued from page 8 producers, direct marketing association, On implementing the specifications, the BSI British Standards and Royal Mail…TNT Royal Mail saw the following results after 9 (for unadressed mail), DHL, consumer months: This has brought on some strong initiatives groups local and national. for direct marketing industry to take • 110 million items produced on a more responsible and sustainable PAS 2020:2009 requirements were • Improved perception approach to its activities when it comes to developed to help the industry respond to • Direct Mail remain a preferred choice by the environment. this Environmental Performance pressure. clients The specification focused on establishing • corporate responsibility practice a set of environmental objectives, introduced performance levels and indicators for different environmental aspects of a direct marketing campaign. The following environmental benefits were identified:

• Greater consistency and improvement in ways of working • Improved operational efficiency • Improved environmental performance of campaigns as a result of better supplier management • Improved campaigns through better planning The challenge for Royal Mail and the sector • Better prepared for legislation was to find a way to retain their clients and by improving the environmental to improve their image for the customers. performance of your campaigns • Protection of reputation through better The key actors in the UK Direct Marketing targeting sector includes advertisers, paper

the advanced This year’s AESForum, kindly hosted NEW FACES in the oac by Estonian Post in Tallinn (23 & 24 electronic September), participant had the Finn Kristiansen, solutions forum opportunity to deepen their knowledge Operations and Network on Hybrid Mail through case studies Manager at Posten Norge of how Russia Post deals with Hybrid AS is the new Chairperson The new Advanced Electronic for the Quality of Service Mail as well as conclusions to an in- Solutions (AES) forum was working group replacing depth research and analysis on this new launched in Tallin, Estonia last Lars Vesterlund. product conducted by Triangle Research [email protected] September. The aim of this Corporation. working group is to go beyond Bruno Sattler, Senior technical aspects and embrace Siemens AG gave a presentation on Expert Retail Outlets at ICT powered business/postal features of their solutions: Trust Ebox Deutsche Post AG is the solutions, services and products (Siemens AG), an internet service new Vice Chairperson and ultimately, increases the whereby the receivers can decide for the Retail Network competitive aspects of what each what, when and where they would like working group. Postal Operator offers. to receive their mail. Beyond Europe, [email protected] Israeli Post shared on their web based Toomas Türk, Head of innovative mailbox, which is able to As a result of a survey sent out to all Information Logistics at supplement or replace the traditional members earlier this year, the group was AS Eesti Post is the new physical home mailbox. able to identify key topics of interest Vice Chairperson for the which includes Hybrid Mail and GIS based Advanced Electronic solutions. continued below Forum (AES) working group. [email protected]

Back in Europe, Deutsche Post DHL (DP / Finally, as a glimpse towards other DHL) shared on their GIS based solutions advanced solutions, Estonian Post current information on the involving their geo-activities which also presented NAPS (New Age Postal latest ICT based innovative are believed to be technology postal Services), a case study on information solutions, which is organisations are logistics, and Universal something that postal in a privileged Postal Union (UPU) unveiled position to profit how “.post” internet domain organisations - now, more from, due to their can be a platform where than ever, due to a crisis natural extensive innovative business models that spares no one - are geographic network can be developed by Postal and coverage. Operators. intensively looking for” concludes Joao Melo, There was also Chair of the AES Forum. from Portugal an interesting presentation about how InfoPortugal SA, a private “In 2011, Portuguese company, has been working AESForum For more information with Portuguese Post (CTT) in setting on the new AES up solutions for the maintenance and will continue Forum contact Joao upgrade of CTT Geographic database to provide Melo and, from Estonia, AS Regio, a GIS born PostEurop ([email protected]) company, described how the partnership with Estonian Post, helped them create members with and improve services to its customers.

TERminal dues them. Ms Lita presented, on behalf of Mr Paul Epiney, Chairman of Committee 1, One key element of the work is to keep forum with regards to work done to date. and rise the quality of the letter service, which is an important tool to survive Terminal Dues Forum was invited The UPU Terminal Dues Group (TDG) is on the market. To have a brief overview by Liechtensteinische Post to responsible for the creation of the new of the quality work within PostEurop, hold its meeting in Schaan the system. TDG is chaired by Mr Marc Paingt the Chairman of the Quality of Service day before PostEurop’s Plenary from bpost, Belgium. At the forum, Mr Working Group, Mr Lars Vesterlund, was Assembly. Paingt gave a broad overview of the work invited to give a presentation. and how it will Over 40 delegates from proceed. To secure All presentations have been uploaded and 28 designated operators the progress, the can be found on PostEurop’s Extranet. participated in the work has been meeting together with forwarded to ad Terminal Dues matters are becoming Ms Marinela Lita from hoc groups with increasingly important amongst the International Bureau participation from PostEurop´s members. More than 100 of UPU, and experts from the delegates from 39 member DOs have Ms Maire Lodi and Mr DOs. Mr Tobias participated in the TD Forum meetings Lars Vesterlund from from Royal Mail during the last two years. Thanks to the PostEurop. The meeting was chaired by Mr and Mr Jongens from TNT presented close cooperation with the chairs of the Jan-Erik Leistedt from Posten Meddelande the ideas created by the “Terminal Dues different working groups, PostEurop (Sweden Post). Model” ad hoc group and Mr Gribling members have had a great possibility from La Poste, France, presented the both to be updated about the work, and The CEO of Liechtensteinische Post, Mr ongoing work within the “Quality of also to influence the new system. Herbert Rüdisser, welcomed the delegates Service Link” ad hoc group. to Schaan and personally wished the To have time for discussions and group a successful meeting It is also important to follow what is proposals, the next Forum meeting will happening in other parts of the postal be a two day meeting. The meeting will With the next Universal Postal Union world. Mr Argente from Correos, Spain, be held in Reykjavik, Iceland, on 6-7 April (UPU) Congress coming soon, the main Chairman of PUASP´s Terminal Dues 2011. The meeting after that will be the focus of the forum was on the future Group, presented the concept in the day before 2011 PostEurop Plenary, on 27 UPU Terminal Dues system. Within POC, Americas, Spain and Portugal. Mr Paingt September, in Istambul, Turkey.” Committee 1 handles all letter related presented the ideas coming from the tasks, in which Terminal Dues is one of Asian-Pacific area having participated in the Terminal Dues Group of APPU.

Quality of Service

Under the Quality of Service working group, various process reviews and process assessments were carried out throughout the year by a team of experts, dedicated to quality improvements at an operational level. Here are some of the feedback we had received from members

improved in all Baltic Letter from Latvi- countries. Latvijas Pasts eventually submitted to jas Pasts PostEurop, information on the projects - PostEurop In a speech delivered at the chosen and further activities. Currently Process Review Baltic-Nordic QFC meeting Latvijas Pasts is working on analysing strengthening on in Stockholm Chairman ways of optimising these projects of the Board of Latvijas further during the implementation. Nordic and Baltic Pasts Mr.Aivars Veiss stated Management of the Latvijas Pasts has cooperation that, “the process reviews given their approval and support on all organised by PostEurop remain an major projects proposed by the experts Last summer, PostEurop Quality of important and the work on Service experts held a process review area of implementation in Latvia with Latvian postal operator cooperation may begin. - Latvijas Pasts. The process review for all Baltic team comprised of experts from Nordic countries. Major tasks and Baltic countries. Hence, this Latvijas Pasts identified to date event became significant not only as has had the includes the part of cooperation between Latvijas great pleasure reorganisation Pasts and PostEurop, but in addition to welcome of mail flow in another important step in the regional in the Process Review team of experts sorting centre, improvement of quality cooperation in the field of quality. from Nordic and Baltic countries. management system, reorganisation Without a doubt, the expertise from of mail flow from business customers. Since 2003, Baltic and Nordic our Baltic and Nordic colleagues will In addition, Latvijas Pasts is looking cooperation have become significantly greatly contribute to optimisation of into possibilities of implementing closer when a Baltic-Nordic Quality operational processes and upgrading mail collection control system and Fulfilment Committee was created of quality. As a result, we are now improvements in the delivery process – with the initial goal to share with the working on evaluation of concrete delivery lists for subscribed newspapers Baltic countries experience of Nordic proposals made by these experts and and campaign with customers who do postal operators in the area of quality are searching for the best solutions to not have appropriate mail boxes. fulfilment. Since the beginning of this implement them.” cooperation quality has significantly

Letter from Serbian Based on a process review in Post - 2008, a list of several small Serbian projects or actions were made Post Qual- to Serbian Post that when implemented led to higher ity leaps efficiency of postal processes forward and quality of service offered to customers. In recent years Serbian Post has done much in upgrading our quality of Left to Right: Marko Kontić, Nebojša Savić and Obviously PostEurop has done quite Vladan Djurić,- the core of Serbian Post Quality service in domestic and international a few of these projects thru former Team postal traffic. This was done through East European countries with success realization of several small and mid- depending on the commitment of local size projects. Ones that were of most postal people in raising quality and importance were done in cooperation eventually becoming the trusted postal with PostEurop. partner in International postal traffic. Continued on page 13

Continued from page 12 compare it to results from 2009 we see called “Domestic AMQM” is of great the same picture, results are better 17 importance. For the first time RF – ID Serbian Post management together with % (from 48% in 2007 to 65% in 2009) equipment was installed on greater its own postal workers decided to take for outbound and by 23 % (from 45% scale in facilities of Serbian Post. In this matter seriously. And in period of in 2007 to 68% in 2009) for inbound period from 2007 to 2009 domestic just a few years have successfully raised crossborder mail. This positive trend quality in regard of standard J+1 has quality of its crossborder mail. Best continues up to today. improved by 35 % (from 35% in 2007 to example is if we look at Serbian post Also just recently in June follow-up of 70% in 2009) and in regard of standard figures from UPU (Universal Postal this project named Process Assessment J+2 has improved by 25 % (from 67% in Union) Continues Testing project from was realised and we can expect even 2007 to 92% in 2009). year 2007, the average of outbound more good news in future. Serbian crossborder mail was 86 % in J+5 and Post is continuing its cooperation Also Serbian Post has been evolved the average of inbound crossborder with PostEurop on the road to higher together with International Postal mail was 76 % in J+5 and compared performance (quality) not only thru Corporation (IPC) in making plans for it to the results from last year average these projects but also thru its active joining UNEX measurement system of outbound crossborder mail was 94 involvement in PostEurop Quality of and if everything turns out as planned % in J+5 and the average of inbound service WG (QSWG). it will start pilot by the end of year. crossborder mail was 93 % in J+5. The So for Serbian Post and its experts, results are better by 8-17 % depending Besides this work done with PostEurop the quality is in the top of agenda if we are referring to inbound or Serbian Post has realized several other and it will continue to be at this place outbound mail. Also if we look at projects in regard to improving quality until the EU postal operators quality results from 2007 for J+3 standard and of service performance, from which one performance levels are reached.

Winners of the 2010 EUROPA Stamp Competition revealed

This year, PostEurop announced Magyar Posta (Hungary), Posta Slovenije (Slovenia) and Hrvatska posta (Croatia) as winners of the 2010 EUROPA Stamp Competition at the plenary Gala dinner hosted by Liechtensteinische Post AG in The close first-runner up of Left to Right: Jan Sertons (TNT), Vesna Trup (Posta Slovenije), Zdravko Fajl Liechtenstein. the competition went to Posta (Croatia), Sébastien Houzé (PostEurop), Anna Varga Bótos (Magyar Posta), Slovenije, postal operator Bernard Damiens (bpost), Botond Szebeny (PostEurop) In its 18th consecutive year and around from Slovenia and finally, the the working group meeting, thematic the theme “Children’s Books”, over fifty second-runner up of the EUROPA Stamp proposals for 2013 and 2014 were received creative entries were received from all-over competition went to Hrvatska posta, postal and discussed amongst members of Europe. operator for Croatia. the working group. It was agreed that the theme for 2013 will be ‘Van of the PostEurop announced the winning stamp Philatelic Forum Postman’ in celebration of PostEurop’s to be the entry from Magyar Posta, postal A similar ceremony was held at the 20th anniversary and in the following year, operator for Hungary which featured the Philatelic Forum on 20 October 2010 2014 the theme will be ‘National Musical storybook illustrations of the Hungarian in Istanbul, Turkey amongst philately Instruments’. Kossuth Prize winning graphic designer enthusiasts whilst celebrating Turkish Posts Károly Reich (1922-88). The designs of the 175th Anniversary. Next year’s EUROPA Stamp Competition stamps, the border and the first day cover theme will be on ‘Forest’ as 2011 will be the captured moments from the infamous 34 participants from 16 countries “International Year of the Forests” (http:// story of a little bear much loved by participated at the PostEurop Stamp www.un.org/en/events/iyof2011/) and we Hungarian readers, Vackor. and Philately working group met during are looking forward again to another year the Philatelic Forum chaired by Mr. or spectacular entries. Markku Pertinen from Itella Post. During

Interview with that the post is a true choice and reliable PostEurop Market partner, a partner for the future. We often speak of a digital breakthrough, a technology wave, but we must Manager Q Market Manager is a brand new realise that the resulting technology role within the PostEurop community. and marketing are global. And we The PostEurop board had agreed to What inspired you most about this often struggle with a national strategy, appoint a Market Manager who will role? sometimes without knowing exactly what help build activities within the pillar to its full potential. Sébastien joined Marketing, by PostEurop in June this year from bpost and before that had dedicated most definition, is of his career to the paper industry. about listening to We thought it might be worthwhile the market and to interview Sébastien to get to know him in the context of his new role. understanding customer needs. Q Can you tell us a bit about yourself and your professional background? The world is changing fast, just like our customers and their I am 41 years old and I have 4 children. I needs. As we are all aware of, our am a passionate and a dreamer with a industry must evolve; we need to reinvent the situation is in neighbouring countries. creative mind, a dreamer who has learned our business models and if we want them This information and this synergy are, over the years to keep both feet on the to be effective, they must match the according to me, essential to better ground. I am an obstinate, a fighter, I market reality. We must learn to observe, position our business facing electronics, am keen on new technologies and also to listen to the market in real-time, the with a common approach built on a a great lover of paper. I have 15 years of field, customers... and to circulate the platform of communication and exchange experience working in marketing and in results of these studies among us. of experiences, etc. the world of paper and graphics, whilst working for paper manufacturers and Q During a time of economic crisis, Q Since coming onboard in June, printers in Belgium and France. Having what do you believe are the value-add what were some of your biggest evolved within the world from paper to elements which the PostEurop Market focus? graphics, much like in the EMIP in fact, I pillar brings to our members? logically wanted to approach the last mile Mainly two things, Print Power which of the value chain, i.e. the postal world. Several trends are observed. One is the is an interesting initiative that aims at So I joined bpost marketing team as a globalisation of the business, a constant defending and promoting communication senior product manager for added value overtaking of borders. E-commerce is on paper by demonstrating its advantages services... My time spent at bpost took me a good example. We no longer speak and its value on the one hand, and at to the conclusion that the postal world is of national or local trade but of global bringing added value to traditional paper exciting and sometimes very far from the trade... therefore PostEurop has got a role by using new and particularly innovative perception the market may have about it. to play as a platform for exchange and technologies on the other hand. communication to facilitate meetings and Q What brought you to PostEurop? collaboration at all levels. Secondly, the Europa Stamp: first of all because I am passionate about philately, I noticed that the business in general was Another trend is the centralisation of but also because it is a wonderful project becoming more and more European, that decisions and future orientations, within which defends the postal tradition while competition was internationally active. the European Commission for instance, leaving some space for a perpetual Therefore, I felt that working together or with Think tanks. These decisions also evolution, all in a European context full of on a larger scale would help us move become increasingly international and creativity and local and cultural differences faster and further. And I wanted to meet then are implemented at the national around a common theme. Stamps are an the challenge of facing a profession level. Again, in our position, we can important value of our business. A value to with declining figures, in a changing represent and voice at the same time the defend and promote. environment while I remain convinced interest of a large number of Members. Continued on the next page

useful links ANNOUNCEMENTS

MARKET New top management of Slovenská pošta, a. s. 2010. Mrs. Paulína Štefaničová was appointed as the new Digital Buzz Blog Chairwoman of the Board and Chief Executive Officer www.digitalbuzzblog.com for Slovenská pošta on 15 October 2010. Prior to her appointment Mrs. Štefaničová has held management CEPI positions at Slovenská pošta, a. s. www.cepi.org

The DMA www.the-dma.org Continued from previous page partner such as the post, paves the way for Eurostat epp.eurostat.ec.europa.eu a real potential once we use the paper or Q What are some of the biggest the electronic where it is most appropriate, Postcom challenges you have faced? depending on the purpose that is being www.postcom.org aimed at. Paradoxically, one of the biggest Print Power challenges for me was to convince of the Q Where do you see the immediate www.printpower.eu interest and the added-value of a market developments of the Market pillar for approach. We are a conservative business, 2011 and beyond? Trendwatching which makes sense since it arises from www.trendwatching.com traditions. But this business is shaken up by Through the carrying out of studies on technology and fast competition. We must the true value of paper communication Tuvie therefore protect the core of our profession, and through the drafting of a reasoned www.tuvie.com promote the positive aspects of it as well approach on multi-channelling and on the Two Sides as develop and explore all the growth and real possibilities of hybrid communication. www.twosides.info diversification options. The challenge for many businesses will be the reorganisation of the documents UNEP Ultimately, it is the market that will flow and the management of the resulting www.unep.org dictate its law. The biggest challenge is internal processes. Current trends like to show that the decline is not inevitable cloud computing, m-commerce or and that we can recover some growth social commerce are good opportunities and some positive momentum. Paper for us to show our know-how and our communication and physical mail -both documentary and logistic expertise... transactional and direct- have good because the more you dematerialise, the arguments. This, associated with an more you will need to turn to reliable, close electronic stream managed by a trusted and effective partners... www.posteurop.org

Written, edited and produced by PostEurop Editor-in-Chief: Cynthia Wee Translator: Noella Thibaut Contributors: Bernard Damiens, Nathalie Ganzel, Sébastien Houzé, Gunars Kirins, Marko Kontić, Matyasi Koppány, Jan-Erik Leistedt, Maire Lodi, Joao Melo, Wieslawa Mazarska, Michele Mengini, Joost Vantomme, Isabel Tavares