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FUTURE Better Meeting Customer Needs P 28 Mieux Répondre Aux Besoins Des Clients Revue Annuelle Revue

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FUTURE Better Meeting Customer Needs P 28 Mieux Répondre Aux Besoins Des Clients Revue Annuelle Revue l Photography/Photographie Our commitment to the I Notre engagement pour le Index Philippe Veldeman The postal environment in 2003 p 12 L’environnement postal en 2003 Marc Eggimann (Basle Plenary Assembly, Assemblée plénière de Bâle) Promoting common interests p 14 Promouvoir les intérêts communs Annual Review Jansje Klazinga (photograph of Armand Bastin, photo d’Armand Bastin) 2003 Increasing efficiency p 24 Améliorer l’éfficacité FUTURE Better meeting customer needs p 28 Mieux répondre aux besoins des clients Revue Annuelle Revue Task Forces and Projects p 32 PostEurop PostEurop Groupes d’action et Projets PostEurop Revue Annuelle 2003 Annual Review Avenue du Bourget, 44 B-1130 Brussels Belgium t + 32 2 724 72 80 f + 32 2 726 30 08 e [email protected] Our mission The Association’s aim is to promote common interests and represent the views of European public postal operators in the international postal arena. It facilitates the collaboration that exists between Members’ national postal networks through its L’Association vise à promouvoir les emphasis on common initiatives, intérêts communs et à représenter both political (regulatory) and les points de vue des opérateurs operational. In this context, postaux publics européens dans le PostEurop develops, with the help of monde postal international. Elle other actors, joint strategies and rend la collaboration entre les collaborative initiatives which aim to réseaux postaux nationaux des improve the performance of the Membres plus aisée en mettant postal sector in Europe. l’accent sur des initiatives communes, tant politiques The strategic vision is focused on (réglementaires) qu’opérationnelles. three main lobjectives or "corridors": Dans ce contexte, PostEurop promoting common interests, développe, avec l’aide d’autres increasing efficiency and better acteurs, des stratégies communes et meeting customer needs. des initiatives de collaboration ayant pour but d’améliorer la performance du secteur postal en Europe. La vision stratégique est axée sur trois objectifs principaux ou “corridors”: promouvoir les intérêts communs, accroître l’efficacité et mieux répondre aux besoins des clients. Notre mission PostEurop Revue Annuelle 2003 Annual Review 1 Chairman’s statement l 2003, the tenth anniversary of the founding of PostEurop, was a 2003, marquant le dixième anniversaire de PostEurop, a été une landmark year for the Association, the highlight of which année importante pour l’Association, dont l’événement le plus undoubtedly was the signing in Basle of the collaboration marquant a sans nul doute été la signature à Bâle de l’accord de agreement "Accord II" between thirty-six European public postal collaboration « Accord II » entre trente-six opérateurs postaux operators, UPU, CERP and IPC. publics européens, l’UPU, le CERP et IPC. Building on the first Accord signed in 1998, Accord II is designed Se fondant sur le premier Accord signé en 1998, l’Accord II vise à to galvanise efforts across the sector to support accession posts in galvaniser les efforts du secteur afin d’aider les postes en voie gearing up to meet the requirements of the European Postal d’adhésion à se préparer à répondre aux exigences des directives Directives and to facilitate concrete collaborative effort between all postales européennes et à faciliter les efforts concrets de Members of PostEurop in further developing the postal sector. collaboration entre tous les Membres de PostEurop afin de développer plus encore le secteur postal. To date, forty-six joint projects have been initiated, almost half in the key area of quality of service improvement. I am confident that A ce jour, quarante-six projets ont été lancés, dont presque la moitié the momentum created under this initiative will ensure that all of dans le domaine clé de l’amélioration de la qualité de service. Je the projects identified will be brought to a successful conclusion to suis confiant que la dynamique créée par cette initiative assurera the benefit of the postal sector as a whole. que tous les projets identifiés se concluront avec succès au bénéfice du secteur postal dans son ensemble. Summer 2003 saw the launch of the ACTIN Project, a two-year programme that will create a network of trainers in Central and L’été 2003 a vu le lancement du Projet ACTIN, un programme de Eastern European posts to ensure that both postal staff and other deux ans qui créera un réseau de formateurs au sein des postes stakeholders are sufficiently knowledgeable of the acquis and its d’Europe centrale et orientale, veillant à ce qu’a la fois le personnel consequences. Not only has this project received generous funding postal et les autres intervenants soient suffisamment informés de from PHARE’s Business Support Programme, but it also benefits l’acquis et de ses conséquences. Ce projet a non seulement reçu from the active participation and support of FEDMA, the Federation un financement généreux du Programme “Business Support” of European Direct Marketing. The ACTIN Project underscores the PHARE, mais bénéficie également de la participation active et du Association’s increasing involvement in training activities along with soutien de FEDMA, la Fédération Européenne de Marketing Direct. the Postacademy e-learning Project, which recorded considerable Le Projet ACTIN met en évidence l’engagement de plus en plus success during the year. important de l’Association dans des activités de formation, de même que le projet d’enseignement à distance, Postacademy, qui a The work of the EU Contact Committee continued apace with many enregistré un succès considérable au cours de cette année. important policy issues impacting on the postal sector arising at EU level, including proposals for the imposition of VAT on postal Les travaux du Comité de Contact UE ont rapidement suivi les services, and publication of the Green Paper on Services of General nombreuses questions importantes de politique ayant un impact Interest. sur le secteur postal survenant au niveau de l’Union européenne, y compris les propositions d’imposition de la TVA sur les services The work of the EU Contact Committee is core to the Association postaux et la publication du Livre Vert sur les Services d’Intérêt and I look forward to the active participation of the new EU Général. members in its work after enlargement on 1 May 2004. Les travaux du Comité de Contact UE sont essentiels pour l’Association et je me réjouis d’une participation active des nouveaux membres de l’Union européenne à ses travaux après l’élargissement le 1er mai 2004. Message du Président l 2 PostEurop Revue Annuelle 2003 Annual Review Jack Dempsey This past year was also a time to start preparing for the UPU Cette année écoulée a également été le moment de commencer à Congress to be held in Bucharest in the autumn of 2004. The préparer le Congrès de l’UPU qui se tiendra à Bucarest à l’automne International Affairs Task Force along with Headquarters have 2004. Le Groupe d’action Affaires Internationales, en collaboration collated Members’ proposals for Congress and have been working avec le Siège, ont rassemblé les propositions des Membres pour le closely with CERP, the body of Europe’s postal regulators to develop Congrès et ont travaillé en étroite collaboration avec le CERP, jointly agreed positions where possible, thereby giving further l’organe des régulateurs postaux européens, afin de développer des weight to these proposals at Congress. positions approuvées conjointement lorsque c’était possible, donnant ainsi plus de poids à ces propositions au Congrès. The growth in the membership of the Association over the past ten years has meant that we have been serving an increasingly diverse L’affiliation accrue à l’Association au cours des dix dernières années constituency, with different needs and expectations. This challenge implique que nous avons servi des Membres de plus en plus divers, has itself been compounded by the dramatic transformations that ayant des besoins et des attentes différents. Ce défi a lui-même have been sweeping the postal sector: globalisation, liberalisation, comporté des transformations importantes qui ont balayé le secteur technological change and increasing regulatory intervention. These postal : globalisation, libéralisation, changement technologique et trends are reflected in the increasingly diverse activities of the intervention de la réglementation en augmentation. Ces tendances Association as we seek to respond to the needs of our Members. se reflètent dans les activités de plus en plus diverses de The pages that follow describe our activities over the past year and l’Association alors que nous cherchons à répondre aux besoins de our objectives for the future. They are testimony to the commitment nos Membres. Les pages qui suivent décrivent nos activités au of many people in different posts to the work of the Association for cours de l’année écoulée et nos objectifs pour l’avenir. Elles sont which I would like to express my appreciation. témoins de l’engagement de nombreuses personnes dans les différentes postes aux travaux de l’Association, ce pour quoi je I would like to take this opportunity also to express my thanks to désire exprimer ma satisfaction. my Management Board colleagues for their continuing commitment and support. I would also like to thank Marc Pouw, the Secretary Je souhaite saisir cette opportunité pour également exprimer mes General and his dedicated team for the tireless work on behalf of remerciements à mes collègues du Conseil d’administration pour the Association. leur engagement et soutien sans faille. Je remercie aussi Marc Pouw, le Secrétaire Général et son équipe dévouée pour leur travail 2004 will be a momentous year with the accession of ten new inlassable au nom de l’Association. Member States to the European Union. I am confident that, with the foundations already laid, the Association and its Members will 2004 sera une année capitale avec l’adhésion de dix nouveaux adapt to the challenges and opportunities, which the new situation Etats Membres à l’Union européenne.
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