DOCSLIB.ORG

Ways to Enhance Customer Experience

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
Ways to Enhance Customer Experience Ways to enhance customer experience Read the latest edition of our Postal Express & Logistics Newsletter covering • ways to increase customer experience, • new technologies, • Augmented Reality use cases, • open innovation & venturing strategies and • green mobility solutions Conten t EDITORIAL 3 Bernhard Bukovc THE FUTURE OF CUSTOMER EXPERIENCE 4 Henry Cartwright | Elmar Toime THE THREE PILLARS OF OPEN INNOVATION AND VENTURING AT SWISS 7 POST Thierry Golliard REIMAGINING CUSTOMER ENGAGEMENT 10 Wayne Haubner INFOGRAPHIC - CUSTOMER EXPERIENCE 12 by Escher Group AUGMENTED REALITY SOLUTIONS AT LA POSTE 15 Denis Cadarion GREEN MOBILITY DRIVEN BY POSTEUROP 17 Saso Turk SAFE THE DATE 20 World Mail & Express Americas, 16 - 18 February 2020, Miami NAVIGATING THE FUTURE 21 Foresight training & workshop Postal Express & Logistics Newsletter | This newsletter provides original analysis, information and opinions on current issues. Opinions are the sole responsibility of the author(s). the Postal Innovation Platform (PIP) is an open platform and forum which focuses on innovative postal services and studies the future of the postal industry with a solution oriented approach. It provides a conference, think tank and research platform that is unique in the postal world and shall ease the implementation of new and innovative postal business solutions. Letters | We do publish letters from readers. Please include a full postal address and a reference to the article under discussion. The letter will be published along with the name of the author and country of residence. Send your letter (maximum 450 words) to the editor-in-chief. Letters may be edited. Publication director | Matthias Finger Editor in chief | Bernhard Bukovc Publisher | Chair MIR, Matthias Finger, director, EPFL-CDM, Building Odyssea, Sta- tion 5, CH-1015 Lausanne, Switzerland (phone: +33 6 21796824) email: <[email protected]> Website: <https://www.postal-innovation.com/> Published in Switzerland Cover image: Jeremy Bishop on Unsplash 2 Editorial Editorial by Bernhard Bukovc It’s all about the customer. But is the customer really in control today, does the customer have full visibil- ity and get the service that he wants? Postal and logistics companies are competing for the best customer experience, knowing that their eCommerce customers demand for it and that whoever will create the best customer experience will get the business. We have discussed how postal and logistics companies can increase their customer focus during the PIP Innovation & Startup Days at Parcel+Post Expo in Amsterdam in early October. In our discussion partici- pated Henry Cartwright of Accenture and Elmar Toime of Postea Group and I asked them what they think will be the main challenges and opportunities for providing the market and customers with what they de- mand. You can follow part of their discussion in this edition of our Postal Industry Newsletter. You always wondered why Swiss Post has been repeatedly selected as the most innovative postal opera- tor? It seems that they are doing many things right. Thierry Golliard of Swiss Post shares with us some insights and explains why the open innovation and venturing approach is a key success factor and is the foundation of Swiss Post's future. As posts embark on digital transformation projects, they will have a lot of choices to make. This includes decisions about financial expenditures, technology selection, and introducing new service lines and chan- nels. Wayne Haubner of Escher Group explains how digital transformation projects present exciting possi- bilities for postal operators and how postal operators can keep these transformation efforts focused by zeroing in on what their customers want and need and by meeting those expectations consistently. If you attended our Innovation & Startup Days at Parcel+Post Expo you have seen the exciting Augmented Reality solutions of La Poste. Denis Cadario of La Poste highlights the unique opportunities of new AR technologies in marketing and explains how posts can increase customer focus and turnover with AR. Green mobility is another topic which becomes increasingly important for postal, express and logistics companies, which is also highlighted by the fact that this year's winner of the PIP Startup Award at Par- cel+Post Expo is Nüwiel, a German startup providing impressive solutions in the area of Green Mobility. Saso Turk explains the PostEurop green mobility initiatives and talks about a joint green mobility event which we organized in June. Enjoy reading our Postal, Express & Logistics Industry Newsletter ! Get in touch: https://www.postal-innovation.com/ [email protected] 3 Dossier The Future of Customer Experience Interview with Henry Cartwright * Elmar Toime * It’s all about the customer. But is the customer while pain points do remain the same the custom- really in control today, does the customer have full er’s expectation has got more stringent. For exam- visibility and get the service that he wants? Postal ple, a significant cause of inconvenience are parcels and logistics companies are competing for the best not being delivered on time. 5 years ago “on time” customer experience, knowing that their eCom- typically meant 1-3 days. Now it can be as specific merce customers demand for it and that whoever as a 1 hour delivery window tomorrow morning. will create the best customer experience will get The consumer expectation remains meeting your the business. promise even when that promise is much harder to achieve. I have discussed with Henry Cartwright of Accen- ture, Olaf Klargaard of Geopost/DPD and Elmar Toime of Postea Group what they think will be the Today, what do customers really want? main challenges and opportunities for providing the market and customers with what they de- Henry: That’s the million dollar question but we mand. think you can sum it up by saying its cheaper, faster and greater control. ‘Cheaper’ is largely driven by the battle for custom- Henry, based on your research the overall delivery er differentiation in eCommerce. The last mile has experience is improving. However, you also say become the epicentre of that battle and retailers that the pain points broadly remain the same. are offering ‘free’ shipping almost as standard. This What does that mean? Is the industry not doing has set the expectation for the price of deliveries in enough? Or is the speed of change so fast that it is general. However, we do see a willingness from nearly impossible to keep up? customers to pay for same day delivery or to accel- Henry: Unfortunately there’s no simple answer to erate speed of shipping when desired. this. Our 2019 Postal Consumer Survey found that ‘Faster’ isn’t simply offering instant delivery for only 28% of respondents globally said they thought everything but rather providing the range of speeds that the overall delivery experience was “very to suit the customer needs. There are certain prod- easy” (an increase from 23% in 2013). That’s clear- ucts that customers tend to want instantly (hot ly not high enough but its certainly not for lack of food, replacement phones, prescription medicine trying by the industry. There have been great ad- etc.) and others that are less urgent. Providing op- vancements in capabilities like forecasting ETAs, tions around the speed of delivery is key to ensur- providing delivery windows, improving customer ing customer satisfaction. Meeting those commit- contact etc. which mean that what was considered ments is absolutely vital. industry leading 5 years ago can be seen as BAU now. ‘Control’ is where the real delivery differentiation occurs but ultimately for the customer this all However, the problem is more that what ‘good’ about allowing them to stipulate when, where & looks like has shifted as consumers have become how they receive a parcel. Its about providing the more discerning and are experiencing more and customer with choice, relevant and accurate infor- more slick digital interactions elsewhere in their mation and potentially even some ability to make daily lives. Customers are demanding more of the decisions and change the parcel journey. delivery experience even as it improves steadily. So Henry Cartwright, Accenture, Senior Manager, Global Post & Parcel Industry Elmar Toime, Chairman Postea Group 4 The difficulty for delivery companies will be in find- email. And it has to be accurate, that is your parcel D o s s i e r ing how they can meet these expectations in a cost is arriving in 20 minutes, not it's arriving in next few effective and sustainable manner. days. Henry: We think that the key tools & technologies needed for meeting customer expectations and How can postal operators make sure that they are creating a positive customer experience are those designing new solutions or products with their cus- that improve customer control and communication. tomers in mind rather than just pushing the latest shiny toy or technology at the customer? If you want to offer customers ETAs or delivery win- dows then you will need to have end to end visibil- Henry: Ultimately, we believe that this boils down ity of a parcel through your network and control to becoming a customer centric business from the over it at all stages. ground up. When it comes to creating new prod- ucts or solutions this can be best achieved through If you want to make sure you meet delivery win- applying service design methodologies from the dows then you need to have really strong route very beginning of the design process. optimisation capabilities that consider the windows as constraints and also consider other variables like There also needs to be an awareness that, while traffic, weather etc. following the market for innovation, can provide directional confidence for new innovations or Finally, you need to be able to open up and present products, postal operators will need to design with your data to the customer in the right way.
Load more

Recommended publications
  • Efficiency and Productivity Analysis of Universal Service Obligation: a Case of 29 Designated Operators in the European Countries
    Technological and Economic Development of Economy ISSN: 2029-4913 / eISSN: 2029-4921 2020 Volume 26 Issue 4: 785–807 https://doi.org/10.3846/tede.2020.12062 EFFICIENCY AND PRODUCTIVITY ANALYSIS OF UNIVERSAL SERVICE OBLIGATION: A CASE OF 29 DESIGNATED OPERATORS IN THE EUROPEAN COUNTRIES Predrag RALEVIĆ 1, Momčilo DOBRODOLAC 2*, Libor ŠVADLENKA 3, Dragana ŠARAC 4, Dejan ĐURIĆ 5 1Technical College of Applied Sciences Uroševac, Leposavić, Serbia 2Faculty of Transport and Traffic Engineering, University of Belgrade, Belgrade, Serbia 3Faculty of Transport Engineering, University of Pardubice, Pardubice, Czech Republic 4Faculty of Technical Sciences, University of Novi Sad, Novi Sad, Serbia 5Higher School of Professional Business Studies, Novi Sad, Serbia Received 01 August 2019; accepted 25 January 2020 Abstract. The main aim of this paper is to perform efficiency and productivity analysis of Universal Service Obligation (USO) based on the Malmquist Productivity Indices (MPI) analysis. The study focuses on 29 Designated Operators (DOs) and two isolated periods, the years 2003 and 2017. There is a clear trend of workforce reduction (12%). Considering the postal services, the data confirm a general trend that the letter-post is in decline (30%) and the parcels are on the rise (52%). Consider- ing the financial results, both costs and revenues are increased; however, there is a higher increase of revenue (33.13%) compared to the cost (32.61%). Further, the results of implemented methodology are twofold. Firstly, a progress is determined at the average level of all observed DOs according to the efficiency and productivity indicators. Among other, the results indicate the increase of produc- tivity for both input MPI (3.5%) and output MPI (8%).
    [Show full text]
  • Research for Tran Committee
    STUDY Requested by the TRAN committee Postal services in the EU Policy Department for Structural and Cohesion Policies Directorate-General for Internal Policies PE 629.201 - November 2019 EN RESEARCH FOR TRAN COMMITTEE Postal services in the EU Abstract This study aims at providing the European Parliament’s TRAN Committee with an overview of the EU postal services sector, including recent developments, and recommendations for EU policy-makers on how to further stimulate growth and competitiveness of the sector. This document was requested by the European Parliament's Committee on Transport and Tourism. AUTHORS Copenhagen Economics: Henrik BALLEBYE OKHOLM, Martina FACINO, Mindaugas CERPICKIS, Martha LAHANN, Bruno BASALISCO Research manager: Esteban COITO GONZALEZ, Balázs MELLÁR Project and publication assistance: Adrienn BORKA Policy Department for Structural and Cohesion Policies, European Parliament LINGUISTIC VERSIONS Original: EN ABOUT THE PUBLISHER To contact the Policy Department or to subscribe to updates on our work for the TRAN Committee please write to: [email protected] Manuscript completed in November 2019 © European Union, 2019 This document is available on the internet in summary with option to download the full text at: http://bit.ly/2rupi0O This document is available on the internet at: http://www.europarl.europa.eu/thinktank/en/document.html?reference=IPOL_STU(2019)629201 Further information on research for TRAN by the Policy Department is available at: https://research4committees.blog/tran/ Follow us on Twitter: @PolicyTRAN Please use the following reference to cite this study: Copenhagen Economics 2019, Research for TRAN Committee – Postal Services in the EU, European Parliament, Policy Department for Structural and Cohesion Policies, Brussels Please use the following reference for in-text citations: Copenhagen Economics (2019) DISCLAIMER The opinions expressed in this document are the sole responsibility of the author and do not necessarily represent the official position of the European Parliament.
    [Show full text]
  • Report on Postal Services
    Final Report Postal and Express Delivery Services Under the project Trade in Services under the Possible India-EU Trade and Investment Agreement Biswajit Nag Associate Professor Indian Institute of Foreign Trade and External Consultant, ICRIER Project Coordinator Arpita Mukherjee Professor, ICRIER November 2008 INDIAN COUNCIL FOR RESEARCH ON INTERNATIONAL ECONOMIC RELATIONS i Acknowledgments The author is grateful to ICRIER for sponsoring this study. Discussion with Dr. Arpita Mukherjee (from ICRIER) and Mr. Amit Yadav (Ministry of Commerce) were extremely useful and the author conveys a special thanks to them. The support from Dr. Dripto Mukhopadhyay and Dr. Samantak Das, from ICMR in conducting surveys are acknowledged. Insights available from several officials in different government departments and courier companies have also proved useful for the study. However, the opinions expressed in this paper are those of the author and not of the institute he belongs to or of the people who were consulted. For any query related to this paper, please contact Arpita Mukherjee, Professor, ICRIER at Tel.: +91-11-24645218-20 Extn. 230, Mob.: 9810189326, Email: [email protected] i Table of Contents Acknowledgments...........................................................................................................i List of Abbreviations .....................................................................................................ii Abstract.........................................................................................................................iv
    [Show full text]
  • Sector (2008-2010)
    Ref. Ares(2015)5384492 - 26/11/2015 PREFACE MAIN DEVELOPMENTS IN THE POSTAL SECTOR (2008-2010) PART B: COUNTRY FICHE APPENDIX | 29 NOVEMBER, 2010 PREFACE Authors: Henrik B. Okholm, Ph.D., Project Manager, Marcin Winiarczyk, Anna Möller, Claus Kastberg Nielsen, Ph.D., quality assurer. Client: DG MARKT Date: 10 November, 2010 Contact: SANKT ANNÆ PLADS 13, 2nd FLOOR | DK-1250 COPENHAGEN PHONE: +45 2333 1810 | FAX: +45 7027 0741 WWW.COPENHAGENECONOMICS.COM PREFACE TABLE OF CONTENTS Chapter 16 Lithuania .......................................................................................... 150 Chapter 1 Austria .................................................................................................. 7 Chapter 17 Luxembourg ..................................................................................... 158 Chapter 2 Belgium .............................................................................................. 18 Chapter 18 Malta ................................................................................................ 168 Chapter 3 Bulgaria .............................................................................................. 28 Chapter 19 Netherlands ...................................................................................... 179 Chapter 4 Cyprus ................................................................................................ 36 Chapter 20 Poland .............................................................................................. 189 Chapter 5 Czech Republic ..................................................................................
    [Show full text]
  • 2014 Q2 Posteuropnews EN
    August 2014 Advanced Electronic Solutions CONTENT play a role at Posts • NEWS IN BRIEF 2 The world is changing rapidly and technology • THE AssOCiatiOn 3 has taken the lead role in enhancing the • INTERVIEW FEATURE 5 way humans function. Postal businesses are affected by this transformation and they have • reGULATORY 6 come to accept the use of IT (Information • OPeratiOns 7 Technology) beyond supporting the postal activities and to configure the very nature of • MARKet 10 the posts in such a way that postal operators • SOCIAL RESPONSIBILITY 10 – regardless of going on being trusted intermediaries – are also becoming truly • EUROPEAN PROJECTS 11 digital. • ACKNOWLEDGements 12 PostEurop’s Advanced Electronic Solutions Forum was created some years ago to look at the latest developments in communication technology and investigate how they can UPCOMING MEETINGS further develop, improve and enhance process efficiency for Members in an inspiring way. This year’s forum “Advanced IT as Strategic Tool in the New Postal Business” which was held on 4 June 2014 in Riga, Latvia, hosted by Latvijas Pasts, addressed some key aspects of how trending new technological findings can make their way into the postal world. It also deeply explored the crucial role of advanced IT within postal organisations. > Continue on page 3 COMING SOON INNOVATING TODAY FOR PostEurop Plenary Assembly TOMORROW • 23 SEP - Terminal Dues Forum, San in San Marino will be held on PostEurop Business Forum in San Marino 24 & 25 September 2014. Marino • 23 SEP - REIMS Steering Committee
    [Show full text]
  • Fepa Events of the First Semester of 2017
    FEDERATION OF EUROPEAN PHILATELIC ASSOCIATIONS II SERIES Nr. 30 - January 2017 FEPA EVENTS OF THE FIRST SEMESTER OF 2017 FEPA News II Series No. 30 – January 2017 IMPRESSUM CONTENT Editor: Impresum and Content 3 José-Ramón Moreno Open letter from the President 4 [email protected] What happened in the second half of the year 2016 Co-Editors: Symposium in Carinthia 7 Birthe King WESTFILA 2016 8 Bojan Bračič Philatelic Seminar not like the others 9 Administration: ABPS York Fair 2016 10 FEPA HALLFRIM 2016 11 Federation of European Philatelic Associations ODESSAPHILEX 2016 12 Tabladilla, 2 P7, 3C E – 41013 Seville GMUNDEN 2016 14 Spain JUPHILA 2016 16 EXFILNA 2016 19 Printer: EUROGRAFIS D.O.O. FIP Seminars in Saragossa 24 Puhova ulica 18 VARDØ 2016 25 SI – 2000 Maribor, Slovenia Timbres Passion Toul 27 AUTUMN STAMPEX 2016 29 ISSN: 2218-516x Exhibition Nature in Luxembourg 29 TRAKOSCAN 2016 30 FEPA BOARD JERUSALEM 2016 34 Elections at the FIP 36 José-Ramón Moreno ABPS Motion 37 President – FIP, FIAP and FIAF, FEPA Website, FEPA News, Exhibitions, Jury Apprentice and Training PRAGA 2018 signs the FIP Patronage 38 E-mail: [email protected] EUROMED 2016 39 Nexo Awards 41 Giancarlo Morolli Vice-president – Project “How to Change Direction”, Statutes and News from the FEPA Family FREGEX, Expert Group, Philatelic Literature, Press Releases, Poland 44 AIJP. FEPA Awards Denmark 45 E-mail: [email protected] Bulgaria 48 Alfred Kunz Portugal 49 Treasurer – Finance and Accounting Switzerland 50 Communication German Language Czech
    [Show full text]
  • Mark Your Calendar Now!
    III SERIES Nr. 19 – June 2011 Mark Your Calendar now! EXFIME2011 Salon Planete Timbre 2012 Maribofila 2012 Page 53 Page 60 Page 57 NOVELTIES ISSUE DATE 6 JUNE 2011 Standmuster FDC Kinder des Erbprinzenpaares 2010 EXPO 2010 SHANGHAI CHINA Standmuster FDC Europa 2011 Offset 4-farbig Euroskala CHILDREN OF THE HEREDITARY PRINCE AND PRINCESS Datum: Internationales Jahr des Waldes 2011 FDC OFFICIEL Standmuster FDC Schmetterlinge - III EUROPA 2011 / INTERNATIONAL YEAR OF FORESTS Offset 4-farbig Datum: FDC OFFICIEL Offset 2-farbig BUTTERFLIES - III Pantone 257 + 258 www.philatelie.liDatum: Liechtensteinische Post AG Philately Liechtenstein Postfach 1000 9490 Vaduz, Liechtenstein Phone +423 399 44 66 Fax +423 399 44 94 e-Mail [email protected] FEPA News III Series No. 19 - June 2011 IMPRESSUM CONTENT Editor: Impressum and Content 3 Jørgen Jørgensen Greetings from the President 4 Co-Editor: September José-Ramon Moreno EXPOMAX 2010 9 December Administration: Cyprus – Romania 50 years Coop. 11 FEPA January Federation of European Philatelic Associations The Medalists 2010 15 Ganløseparken 18, The Awarded Clubs 16 DK 3660 Stenløse March Denmark Milanofil 2011 18 April Nordia 2011 20 Printer: HUNFILA 2011 21 KNUDTZON GRAPHIC A/S Astro- and Space Philately 26 DK-2625 Vallensbæk ALPE-ADRIAPHILA 2011 27 27th FEPA Congress in Opatija 33 ISSN: 2218-516x Thematic Seminar in Opatija 39 May ECTP 2011 in Essen 41 News from FIP Commissions AstroPhilately 42 FEPA BOARD: Postal History 43 News from the FEPA Family Jørgen Jørgensen Great Britain and Czech Rep. 46 President – FIP, FIAP, FIAF, FEPA NEWS and Greece, Spain and Ukraine 48 Jury Apprentices October E-mail: [email protected] Polkowice 2011, Youth Exhibition 52 November José-Ramon Moreno EXFIME 2011 53 Vice-president – Exhibitions, FEPA NEWS and ROMAFIL 2011 54 Open Class December Email: [email protected] MonacoPhil 2011 55 May 2012 Gerhard Kraner MARIBOFILA 2012 57 Treasurer – Finance and accounting.
    [Show full text]
  • The Postal Sector, Leading the Way in Corporate Social Responsibility
    YOUR LINK TO POSTAL EXPERTISE The Postal Sector, leading the way in Corporate Social Responsibility The Postal Sector, leading the way in Corporate Social Responsibility Edition 2016 - CSR Brochure of good practices SUMMARY foreword Views from Jean-Paul Forceville & Botond Szebeny 7 The keys for long-term commitment to CSR 8 Focus on the 2015 Coups de Cœur 9 employees Bulgaria – Bulgarian Posts Improvement of the work conditions in Bulgarian post offices 12 Czech Republic – Česká pošta Programme 'Česká pošta connects' for prevention against melanoma 13 Czech Republic – Česká pošta Support programme of outplacement for employees 14 Estonia – Omniva ‘No’ to the muscle strain 15 France – Le Groupe La Poste Group mobility spaces 16 Greece – Hellenic Post - ELTA Excellence Awards for the employees’ children 17 Italy – Poste Italiane Supporting maternity with Maam U programme 18 Lithuania – Lietuvos paštas Health programme ‘Lithuania Post - is you’ 19 Malta – MaltaPost The Equality Mark, certifying gender equality 20 Poland – Poczta Polska Fostering postal cooperation through study visits 21 Portugal – CTT Trainee programme ‘Set up your mind to something bigger’ 22 Switzerland – Swiss Post RAINBOW network for tolerance and acceptance 23 Switzerland – Swiss Post The leisure activities offer PostActivity 24 society Armenia – HayPost ShopInAmerica 28 Bulgaria – Bulgarian Posts Bulgarian round of the UPU letter-writing competition 29 Cyprus – Cyprus Post Humanitarian collection for the refugee children in Greece 30 Cyprus – Cyprus Post Cypriot round
    [Show full text]
  • The FEPA Congress Is 30 Years Old
    FEDERATION OF EUROPEAN PHILATELIC ASSOCIATIONS II SERIES Nr. 37 - July 2020 The first FEPA flag The FEPA Congress is 30 years old FEPA News The Journal of European Philately E-mail address: [email protected] II Series No. 37 – July 2020 IMPRESSUM CONTENT Editor: Impressum and Content 3 Bill Hedley Letter from the President 4 Head Office: Federation of European Philatelic Associations News from FEPA and its Members in the first half of 2020 Sutherland House FEPA Newsdesk, Exhibition Frames 8 40 Culverden Down FEPA Awards 9 Tunbridge Wells Bulgarian Philatelic Exhibitions 1969-2001 11 Kent, UK. TN4 9SG NAPOSTA 2020 13 Bund Deutscher Philatelisten e.V. 14 News from North Macedonia, Hungary 16 Printer: Magazinekaart 17 EUROGRAFIS D.O.O. News from Portugal 18 Puhova ulica 18 News from Serbia and Spain 19 SI – 2000 Maribor, Slovenia Virtual’ exhibition in Turkey 20 News from RPSL 21 ISSN: 2218-516x News from the Philatelic Trade 22 Obituaries 23 A Voyage through the Federation websites 24 FEPA BOARD FEPA – Past, Present and Future Review of the FEPA Statutes 27 Bill Hedley Why review the FEPA Statutes? 31 President Dr Alan Huggins and the creation of FEPA 33 E-mail: [email protected] Forthcoming Exhibitions, 2020 - 2022 Giancarlo Morolli ESTONIA 2020 39 Vice-President – Statutes and FREGEX, Expert Group, Philatelic ÖVEBRIA 2020 40 Literature, AIJP. FEPA Awards NORDIA 2020 42 E-mail: [email protected] NORDIA 2021 43 IBRA 2021 44 Alfred Kunz ALPE-ADRIA 2021 45 Treasurer – Finance and Accounting OSTROPA - LUBRAPEX 46 Communication
    [Show full text]
  • Developments in the European Postal Sector (2004-2006)
    wik-Consult • Appendix Study for the European Commission, DG Internal Market Main developments in the European postal sector (2004-2006) Appendix A1 - Note on Methodology A2 - List of Competition Cases A3 - Regulatory Data by Country A4 - Bibliography Bad Honnef, May 2006 Appendix I Contents A1 – Note on Methodology A2 – List of Competition Cases A3 – Regulatory Data by Country A4 – Bibliography Appendix A1: Note on Methodology 1 A1 – Note on Methodology WIK-Consult began the data collection phase of the study by gathering basic information about the sector from postal specific internet sites, reports published by national regulatory authorities (NRAs) and competition authorities, annual reports of universal service providers (USPs), and statistics from the Universal Postal Union (UPU) and EUROSTAT. WIK-Consult also sought information publicly available from competing postal operators (CPOs), associations of consumers, business mailers, and unions related to the postal sector. Desk research also included recent postal studies commissioned by the European Commission. The heart of the information collection process, however, was a detailed computerised questionnaire posted on a secure internet site established for this survey. More than 1,000 questions were grouped into 24 “question modules”, each containing 10 to 40 (or more, in a few cases) questions dealing with a specific topic. See Table A1. Despite the large number of questions required by the breath of the study, every effort was made to ease the process of completing the questionnaires. The great majority of questions required only selection from among standardised answers (yes/no, look up, or multi- select questions) or entry of simple numerical data.
    [Show full text]
  • Main Developments in the Postal Sector (2010-2013)
    WIK-Consult Final Report Study for the European Commission, Directorate General for Internal Market and Services Main Developments in the Postal Sector (2010-2013) Authors: Alex Kalevi Dieke (Project Manager) Christian Bender James I. Campbell Jr. Robert H. Cohen Christine Müller Antonia Niederprüm Alexandre de Streel Sonja Thiele Claus Zanker WIK-Consult GmbH Rhöndorfer Str. 68 53604 Bad Honnef Germany Bad Honnef, August 2013 Main Developments in the Postal Sector (2010-2013) I Contents Case Studies V Figures VII Tables X Abbreviations XII Executive Summary i 1 Introduction 1 1.1 Purpose of study 1 1.2 Methodology 2 1.3 Terminology: postal services and products 3 1.4 Acknowledgements 6 2 Regulatory Developments 7 2.1 Legal and regulatory framework 7 2.1.1 Transposition of Third Postal Directive 7 2.1.2 Allocation of authority within Member States 9 2.1.3 Legal organisation of the public postal operator 15 2.1.4 National Regulatory Authorities 17 2.2 Market opening and potential restraints on competition 33 2.2.1 Status of market opening and special rights 33 2.2.2 Authorisation procedures and conditions 35 2.2.3 Access to postal infrastructure 44 2.2.4 Access to downstream services of the USP 48 2.2.5 Differential application of value-added tax 54 2.2.6 Differential application of customs and security controls 63 2.2.7 Special labour provisions in the postal sector 66 2.3 Application of the competition rules 67 2.3.1 Application of antitrust rules to the postal sector 67 2.3.2 Application of State Aids rules to the postal sector 77
    [Show full text]
  • International Postal Service, Remuneration and Regulation
    International Postal Service, Remuneration and Regulation Final Report Written by Alex Kalevi Dieke James I. Campbell Jr. Antonia Niederprüm Sonja Thiele Willem van Lienden Colum Joyce 15 October 2020 DG GROW EUROPEAN COMMISSION Directorate-General for Internal Market, Industry, Entrepreneurship and SMEs Directorate GROW E — Services in the Single Market and Digitalisation Unit GROW E.2 — Public Interest Services Contact: Hubert GAMBS E-mail: [email protected] European Commission B-1049 Brussels EUROPEAN COMMISSION International Postal Service, Remuneration and Regulation Final Report Directorate-General for Internal Market, Industry, Entrepreneurship and SMEs 2020 LEGAL NOTICE This document has been prepared for the European Commission however, it reflects the views only of the authors, and the European Commission is not liable for any consequence stemming from the reuse of this publication. More information on the European Union is available on the Internet (http://www.europa.eu). PDF ISBN 978-92-76-27174-1 doi:10.2873/649900 ET-06-20-141-EN-N Print ISBN 978-92-76-27173-4 doi:10.2873/482772 ET-06-20-141-EN-C Printed by WIK-Consult GmbH in Germany Manuscript completed in October 2020 The European Commission is not liable for any consequence stemming from the reuse of this publication. Luxembourg: Publications Office of the European Union, 2020 © European Union, 2020 The reuse policy of European Commission documents is implemented by the Commission Decision 2011/833/EU of 12 December 2011 on the reuse of Commission documents (OJ L 330, 14.12.2011, p. 39). Except otherwise noted, the reuse of this document is authorised under a Creative Commons Attribution 4.0 International (CC-BY 4.0) licence (https://creativecommons.org/licenses/by/4.0/).
    [Show full text]