2011 Q3 Posteuropnews EN

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November 2011 Issue

Change Underway CONTENT at PostEurop Plenary Assembly in Istanbul • NEWS IN BRIEF 2 PostEurop’s plenary assembly hosted by • The Association 3 Turkish Post in the beautiful and vibrant • Social environment 5 city of Istanbul, Turkey was appropriately themed ‘Change for the Better’. The industry • operations 6 is constantly evolving and it impacts our • Market 8 activities both at European and International • EUROPEAN PROJECTS 9 level. Hence, this second “carbon neutral” • Acknowledgements 10 Plenary Assembly provided members with the perfect opportunity to listen and engage in various discussions in the presence of our stakeholders including the Universal Postal Union (UPU) and CERP - the European Committee for Postal Regulation.

PostEurop Reform Underway UPCOMING MEETINGS The Plenary Assembly began with presentations and discussions on PostEurop’s Reform process agreed in the last Vaduz Plenary Assembly. The discussion concluded with members endorsing the reports presented by respective task groups and look forward to the final steps at the next Plenary Assembly in Belgrade, Serbia.

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Photo Gallery Plenary Assembly • 23 NOV - Postal Directive WG meeting, Copenhagen, Denmark • The next PostEurop Plenary Assembly • PostEurop photos can be viewed by • 24 NOV - EAC, Copenhagen, Denmark will be held in Belgrade, Serbia on selecting the following link www. • 23-24 NOV - AES Forum, Talinn, 25-26 April 2012 posteurop.org/paistanbul1 Estonia • Hosted by the Public Enterprise PTT • 23-24 NOV - Leonardo Da Vinci Communications “Srbija” Program – Multilateral Visit to Correos • For more information please contact y Telégrafos, Madrid, Spain [email protected] • 30 NOV - Environment WG meeting, Paris, France • 8 DEC - 85th PostEurop Management Board meeting, Brussels, Belgium Info & Subscription on: www.posteurop.org

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 November 2011 Issue 2

From The Editor News in Brief Dear Members and • Exemplary personnel policies at Deutsche Post DHL win multiple awards. Colleagues, Deutsche Post DHL has just received two awards for its human-resources policies. The Group’s diversity management was honored with the first-ever German Diversity In this issue of Award 2011, which was presented under the motto of “Thinking, Talking, Acting and PostEuropNEWS, we Working Together - Diversity as an Opportunity.” The award was sponsored by the are happy to share German business magazine Wirtschaftswoche, the consultancy McKinsey&Company and the consumer business Henkel. The price was awarded in four categories outcomes of the to companies, individuals and innovative projects that encourage a working recent PostEurop Plenary Assembly environment characterized by diversity in Germany. which took place in the vibrant city of Istanbul in Turkey. With the largest • Itella’s second set of statutory labor negotiations concluded. The second set number of participants attending this of statutory labor negotiations, included in Itella’s cost-cutting program of EUR 100 well-organized event, members look million, has been concluded. Upon the conclusion of the negotiations, the staff reduction need was specified as 253 person-work-years. forward to the next plenary in April. • Austrian Post acquires a 26% stake in PostMaster s.r.l., Romania. October 20, Beyond the plenary, various Committees 2011 marked the closing of Austrian Post’s acquisition of a 26% stake (including and Working groups have been actively an option to increase this shareholding to 100% over the next two years) in the working to continue addressing issues Romanian firm PostMaster s.r.l. After entering the Hungarian, Slovakian and Croatian in postal industry related areas. The letter mail markets, Austrian Post is now also represented in Romania. This comprises a further step in the company’s growth strategy and an entry into one of the largest Operational Committee have held markets in the CEE region. The two parties have agreed not to disclose any details various activities the last quarter and about the purchase price. have given us some insights from eye- opening Crisis Management issues to • Royal Mail Welcomes Ofcom’s Major Review and believes that the proposed new best practices in our Retail Network. approach from Ofcom is a significant step towards securing the future of the six- day-a-week, one-price-goes anywhere Universal Service to 29 million UK homes and businesses. Ofcom notes in its review that the obligations that apply to Royal Mail in The Market committee and especially respect of the Universal Service exceed those that apply in most other countries in our Stamps and Philatelists experts Europe. can be proud of their EUROPA success story. This also means that the stakes • The Estonian Post has launched the Electronic Mail Centre service enabling are raised and our experts have high customers to send and receive e-registered letters and to track their status. There is ambitions for the next campaign as no need any more to print the registered letters, to envelope them and post in the post office. they look to further develop EUROPA’s potential. We can certainly say that • A Carbon Neutral PostEurop Plenary Assembly supporting Reforestation. Key to EUROPA is much more than just about postal leadership across the industry is the need to raise environmental and climate stamps, it is the essence of what awareness across all activities as the postal industry continues to grow, diversify, PostEurop members are all about. innovate and touch the lives of millions of people. Leading by example, PostEurop has agreed to continue to hold a carbon neutral plenary assembly for the second consecutive year by partnering with South Pole Carbon Asset Management. We hope that you enjoy this issue and look forward to your feedback and contribution.

Cynthia Wee Communications Manager [email protected]

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 November 2011 Issue The Association 3

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UPU Roundtable The International Affairs Committee (IAC) lead by Elena Fernandez was instrumental in the preparation and coordination of the UPU regional roundtable for the European region. A special all-day joint meeting between the IAC and UPU & Restricted Union’s working group helped members prepare for the upcoming session. presented in the upcoming UPU In the presence of our esteemed UPU Congress, to be held in Doha from 24 delegation, headed by Mr. Eduoard September till 15 October 2012. Dayan, Elena Fernandez together with Jan Sertons orchestrated the Plenary Assembly Dinner seventh of a series of UPU round To conclude the first day, a special tables happening across the world. dinner was organized at the Istanbul Members namely CTT Correios, Chamber of Commerce restaurant Posten Norge, Hellenic Post, Poczta hosted by the Turkish Post. Guests Polska, PTT Communications “Srbija”, were greeted by the mesmerizing the Royal Mail, Russian Post, Turkish traditional “whirling dervishes” PTT and Swisspost engaged in two performance. During the dinner, important discussions. PostEurop presented the EUROPA Jury Award followed by the The first panel discussion focused announcement and celebration of A special thank you on views and lessons learnt from the winners from this year’s EUROPA the Nairobi Postal Strategy. This Stamp competition (see page 8). As host, PTT Turkish Post team was followed by the second panel focussed on the Doha Postal Strategy. warmly welcomed all delegates UPU candidates Members had the opportunity at the charming and beautiful The second day of the plenary to express their view on the new city of Istanbul. The plenary began with a summary of the UPU strategy as well as the specific also received much attention Roundtable session followed by aspects that should be taken into including a special address by presentations and debate from UPU account in the next cycle in order to candidates for Director General, Ms the Turkish Minister of Transport improve the implementation of the Serrana Bassini and Ambassador and Communication himself, Mr. Strategy: prioritization, allocation of Bishar Hussein and candidates for Binali Yildirim. responsibilities, focusing on projects Vice Director General, Mr. Pascal with added value to our business and Clivaz and Mr. Dennis Delehanty. The generosity and hospitability improvement of the measurement The rest of the day was dedicated to of PTT Turkish Post ensured methodology were some of the issues PostEurop internal matters. another successful plenary and highlighted. In addition, the priority members look forward to the areas identified by members were Welcoming the Vatican Post mainly standard development. next Plenary Assembly which The PostEurop community officially will take place in Belgrade, welcomed its 50th member, the A presentation on how the different Serbia on 25 and 26 April 2012 Vatican Post. The Reverend Attilo DPS goals should be prioritized hosted by PTT Communications Riva, Head officer of Vatican Post, was made, however, the European “Srbija”. acknowledged that this will be an priorities where going to be presented exciting and fruitful co-operation for at a later meeting during the CA with the Vatican Post. the rest of the Restricted Unions. > Turn to page 4 for pictures of the Plenary The final version of the DPS will be Assembly in Istanbul.

Clockwise: M. Vercesi & J-L. Delcroix (La Poste de Monaco), J-P. Forceville & O. Tural (PTT Turkish Post), B. Szebeny (PostEurop), Observers from Qatar General Postal Corp.

Top: Winning table at PostEurop Dinner Right: G. Ćirić (PTT Serbia) & JP. Forceville (PostEurop), L. Razovskiy (Russian Post) Below from left to right: Mr. Binali Yildirim (Turkish Minister of Transport) & E. Dayan (UPU)

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

Social Dialogue Committee

what would the social evolution for the european postal sector March 2011, Bucharest on 12-13 May entail? 2011 and Budapest on 26-27 May Supporting change is an ongoing 2011. Each seminar was attended concern within Postal Operators In order to answer this by different groups of participating and has given rise to a number challenging question at a time countries which included both old of programmes which are aim to of intense transformation for and new member states, small and big encourage mobility and develop skills. the sector, the Social Dialogue operators at different stages of the Committee of the postal sector market opening process. The involvement of social partners in a launched the project “Social structured social dialogue can support partners preparing for change”, The project has enabled us to reach the process of change management. co-financed by the European some interesting conclusions on the Commission, PostEurop and UNI. social evolution of the sector. The development of the Universal Service and its funding mechanisms The project is part of the second The question of social impact of will be a focus of debate in the step of the Social Observatory the current evolutions has gained upcoming years. project. increased awareness.

The initial project was a real success in The analysis of the 27 Member states terms of data collected which enabled highlight very diverse situation the social partners to obtain solid in terms of size of operations, knowledge on key topics impacting diversification, social dialogue and the social evolution of the sector: regulatory framework. However all incumbents have undertaken an • The progress of social regulation operational modernisation and many • New entrants’ economic and social have diversified their activities. structure • Evolving working organisations and There is still little regulation in social change management terms at sectoral level in most EU • The implementation of the Universal countries. Service Obligation We observe a universal decline in With the help of Copenhagen employment, usually on the basis Economics, an external consultant, of natural attrition associated, with a first-hand quality data was diversification in the forms and nature collected by means of questionnaires of employment which varies in degree disseminated to the national postal according to the country. The final report of the “Social partners operators and the trade unions from preparing for change”, project has the 27 Member states. Answers from In terms of work organisation, the been published. 22 countries, including employers and/ study establishes the existence or trade unions, were received. of a two-fold transition towards a To receive this report and for further simplification of work (delivery) and information on the project, please This documentation was shown more highly-skilled work (using new contact Margaux Meidinger and analyzed by the consultant at technologies, sales or customer T: +33 1 55 44 23 73 three two-day regional seminars relations roles, management roles). E: [email protected] which took place in Madrid on 24-25

crisis and security This year’s seminar focussed on three and impact on our business if something main issues: Natural disasters and the happens there. managers impact on postal business, Aviation A presentation from Norway Post on the network security in the light of the Yemen bombs recent terrorist attack tragedy in Oslo and in autumn 2010 and presentation of a new Utoeya gave a clear impression on the fact The 2011 Crisis and Security tracking system. that we can be prepare for a lot, but not for everything. Managers Network seminar was Natural disasters will probably occur more held in Warsaw, Poland on the 1st often in the future and the presentation Due to the well prepared and 2nd of September, 2011. of the different ways of handling mail in the aftermath of earthquake and flooding meeting by the host, great The 27 persons attended the meeting were food for thought for everyone. activity and involvement from representing 14 member posts and A presentation from Magyar Post was the attendees the seminar was organisations. especially frightening, as it showed how a success. Participants walked an industrial crisis, where a reservoir in The aim of the yearly seminar is to get an aluminium factory collapsed and 184 away with new inspiration and Crisis and Security Managers together million gallons of highly polluted red knowledge for use in their daily to present and discuss events happened water and mud spilled all work. throughout the past over, impacting a big area. year, find ways to Under these circumstances prevent them from mail distribution had to The next seminar will take place in 2012. happening again be stopped, due to the Proposals from members to host the 2012 - or limit possible health risk it brought to meeting would be most welcome. damages - and to postal workers. Lessons learn about new learnt from this episode For more information about the Crisis developments in was clear, that in our crisis Managers working group please contact crisis- and security management. management and continuity planning Ebbe Andersen ([email protected]) – have to be aware of the surroundings of our premises and calculate in the risk retail network Firstly, development of Deutsche Post’s working group retail outlet network was presented. From the individual steps to the complete The Retail Network working group conversion from a company-run to a activities are aimed at promoting partner-run retail outlet network was the exchange of knowledge on explained. The highly successful retail outlet-specific topics and introduction to Packstations and Paketboxes exchanging ideas tested turning available 24/7 in Germany was also given into best practices. followed by an on-site visit to a retail outlet and Packstation demonstration given by Mr. Henning Gaudszuhn (left) showed the For this purpose, meetings of experts from participants how the concepts were put into retail outlet divisions of postal companies practice. across Europe are organized in turn, by each of these European postal companies Besides the development of the German each year. This year’s meeting was hosted retail outlet network, the participants were by Deutsche Post in Bonn on September 21, particularly interested in the huge number 2011. Over 20 participants from 11 countries of users of online location searches and the demonstrated a high level of interest in this mobile application services of Deutsche annual interchange of retail outlet topics. Post.

> Continued from frontpage be made better known and more widely For more information about the Retail Network advertised so that other postal companies working group please contact Bruno Sattler, An additional topic for discussion was the may also benefit from the exchange of Deutsche Post ([email protected]) optimization potential of online searches for experience on topics related to retail postal locations (retail outlets, mailboxes, outlets. Packstations, etc.), which were illustrated using the example of the Deutsche Post As the current Chair, Mr. Yme Pasma from Dr. Jürgen Lohmeyer, a member “Postfinder” internet tool. A presentation PostNL from the Netherlands has left of the Management Board of on searching for postal locations using the retail outlet division, Bruno Sattler mobile devices such as cell phones or smart from Deutsche Post was nominated by PostEurop and Chair of the phones were made as we dive deeper into the participants as the new Chair of the Operational Affairs Committee the topic. Such cutting-edge technologies Retail Network working group and Marc (OAC), thanked Mr. Yme Pasma give customers the chance to experience Gloesener from P&T Luxembourg was on behalf of all members of the the innovativeness of a postal company, as nominated as the new Vice Chair. Retail Network working group is particularly evident through customer for his many years of successful feedback for the iPhone application. The next meeting of members is expected to take place in fall 2012. leadership. Several participants suggested that the Retail Network working group should

terminal dues the second time to Turkey, this time to input from the PostEurop members to Istanbul, and wished the participants reach a suitable solution, acceptable forum a fruitful and productive meeting. for all 50 PostEurop members, Thereafter the Chairman presented representing countries from Group 1 The Terminal Dues Forum held the outcome from the questionnaire, to Group 4. its second meeting in 2011 on which was distributed after the last 11 October in Istanbul, the day meeting, in Reykjavik, Iceland. The After the detailed presentations by before the PostEurop Plenary. result showed that participants found the chairs of different working groups, the meeting useful and appreciated there were further discussions and the speaker and their presentations on clarifications of the new proposal. different subjects. There was also a presentation about It also gives the PostEurop expert the work in Postal Union of the members a possibility to meet and Americas, Spain and Portugal (PUASP) discuss with the responsible people, by Mr Andrés Argente, Chairman chairing the various working groups. of PUASP’s Terminal Dues Group. It was also stated that meeting twice a The knowledge differs amongst year is preferred and that one of those the parties, and the financial and The Forum was chaired by Mr Jan-Erik meetings shall be in conjunction with operational effects were not clear Leistedt (top left with Jorn Allardt) the PostEurop Plenary. for all. In the next Forum meeting, in from Posten Meddelande (Swedish January 2012, we will therefore focus Post). 40 participants representing 26 The Doha UPU Congress is drawing in particular on the consequences for designated operators participated in closer, and the focus in the meeting the Transition countries (Group 3 & 4). the meeting together with observers was on the new UPU Terminal Dues from the International Bureau (IB) of proposal. Mr Paul Epiney, co-chair It was a pleasure to welcome Ms Dana the Universal Postal Union (UPU) and of Committee 1 of the POC, and Galvina as the new elected Vice- PostEurop. Mr Murray Buchanan, Director of Chair of the Terminal Dues Forum. Ms Economics and Regulatory Affairs Galvina is Director of International Mr Cemal Dinçer, Director of within the IB, stressed that there is a Affairs at Latvia Post. International Relations Department, lot of work left to do and the schedule Turkish Post, welcomed the forum for is very tight. They appreciated the > Continued on next page

> Continued from the previous page day before the PostEurop Plenary. At that time the final proposal will be on the table Latvia Post will host the next Terminal and this will be the last time before UPU Dues Forum, which will be held in Congress to discuss the outcome for the Riga on 25-26 January 2012. At that members. meeting we will also invite the Regional Commonwealth for Communications (RCC) All presentation from the meeting can be members, and interpretation between found on PostEurop´s extranet. English and Russian will be provided. For more information about the Terminal The second meeting in 2012, the last Dues forum please contact Jan-Erik Leistedt, before the Doha UPU Congress, is planned Posten Meddelande (Jan-Erik.Leistedt@ to be held in Belgrade on 24 April, the posten.se)

Market Committee Starting from January 2012, this logo hundreds of passionate philatelists… will be the only authorized trademark, Stamps & Philately bringing us an important step further And the winner goes to... Working Group in the right direction. As mentioned The Jury prize was also a teaser for the earlier, 2011 was a transition year for main competition: the most beautiful our philatelists. Needless to say, we had EUROPA stamp of the year. The classic Istanbul, from a been very busy all year round with the online competition ran well this year, New Strategy to EUROPA 2011 theme: Forests, which was as we received more than 5,500 votes aligned and realized in full collaboration (compared to 1,305 last year) with PTT Deliverable with the United Nations Program, Turkish Post (Turkey) emerging as a International Year of Forests. clear winner despite tough competition. Last year, we were in Istanbul, to hold our Philatelic Forum. After Our First Jury prize The second and reviewing the EUROPA stamp Other important third place went competition results survey, we aspect discussed to Magyar Posta took many decisions impacting in Istanbul was (Hungary) and CTT the future of EUROPA stamps. on increasing the Correios (Portugal). votes and growing For Hungary, it was It was time to adopt a new the coverage of their 5th time in a strategy beginning with the legal the competition row at winning a framework. There was a need to whilst rebuilding prize. officially clarify the situation with the link we had regards to the use of the EUROPA with Philatelists. During the Plenary logo and need to adhere and Therefore, we Assembly Dinner, respect logo guidelines before introduced two Mr. Jan Sertons, issuing EUROPA stamps. This new innovations: a who was part of logo was launched and registered Jury Prize and a the Jury handed internationally. collection album. out the Jury prize The Jury Prize was to Mr. Andreas managed by David Gregoriou, the E. Failor. CEO of the Cyprus Post (Cyprus). Mr. Our first Jury was composed of Jean-Paul Forceville, our Chairman, independent designers or philatelists handed out the Gold EUROPA stamp experts. We had Cyprus Post (Cyprus) prize proudly to Mr. Osman Tural, CEO emerge as winner of the very first Jury of PTT Turkist Post (Turkey). Prize. An announcement was made at the Brussels Town Hall amongst > Continued on the next page

> Continued from the previous page the album. important to have the most attractive, recent and accurate information possible as Behold, another surprise This Collector Album will be used in future well as the best support possible. And on The biggest surprise was kept for the as the official list of EUROPA published that, PostEurop really counts on you! morning after. On every desk, of every stamps. Only stamps that strictly fulfilled delegate was the beautiful and rare EUROPA the official guidelines will be included in Collector Album (below). these albums.

Building on this, the 2012 EUROPA theme will be “Visit…” and the album can be used Olympic logo as a tourism promotional tool in which The working group has each Europa stamp presents a “window” to been involved in discussions discover more about our members’ country. with the International Another innovative element will be the Olympic Committee (IOC) use of new technologies such as Quick regarding the use of the Response (QR) codes and augmented Olympic logo on philatelic reality (AR) to make EUROPA Stamps more products. A compromise has This limited edition album was designed interactive by enabling viewers to further and produced by PostEurop headquarters. discover more things behind the stamps and been reached and for more The richness of it comes from all the virtually travel across Europe. PostEurop information, please contact stamps we received from our members. 41 believes that this edition will be even Anita Häggblom ( anita. stronger than the 2011 edition. operators participated in the project and [email protected]) there were in total 69 real EUROPA stamps in As it will touch your country, it will be

European Projects Various personnel were targeted so as to gain more objective information, namely operational staff like Leonardo Da Vinci Programme postmen, sorting staff, front-office clerks as well as post office managers and middle management staff. The best way to adapt to the Questionnaires were filled in anonymously in order to future is training. gather personal views on different issues. All the partners on the project summarized their own results so as a final aggregated synthesis can be done. The final results were based on questionnaires, interviews, conversations with various levels of staff as well as discussions amongst the project partners.

Within the first part of the Leonardo da Vinci project, the partners developed a questionnaire aimed at identifying the critical and crucial positions in the postal sector, more precisely positions that are expected to either disappear or keep its importance over the next five years.

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useful links > Continued from the previous page

Corporate Social Responsibility The small table below clearly represents the final aggregated results on the research made by the partners. Jersey - Jersey Post www.jerseypost.com/aboutus/ Pages/Inaction Critical Jobs Crucial Jobs Full-time job at delivery Middle management : Team Luxembourg- P&T Luxembourg Sorting staff leaders in sorting centres and www.pt.lu/portal/lang/en/ Transportation staff delivery centres Entreprise/pid/2448 Reduction of the number of IT/ digital/ technical experts postmen jobs but no job cuts in Business professionals Finland - Itella www.itella.fi/group/english/ principle Marketing/Commercial experts responsibility/ Warehouse position Innovation experts Operations in Mail/Parcel Quality experts Netherlands - PostNL Administrative Clerks Post office regional head and www.postnl.com/sustainability/ Cashiers head of sales index HR managers/experts Serbia - Serbian Post www.posta.rs/struktura/eng/o- There are many convincing reasons for the need for change in the postal sector nama/drustvene-aktivnosti.asp in Europe. And liberalization of the market is just one of the main reasons for designated operators. Competition is stronger but a real challenge these days Spain - Correos is the switch to digital, the substitution of slow manual work to fast and precise www.posta.rs/struktura/eng/o- automated processes. New markets emerged and the demand is harder to fulfil. nama/drustvene-aktivnosti.asp There is a need of deployment of new value-added services.

Sweden-Denmark - PostNord During the first meeting which took place in Paris last March, many best www.postnord.com/en/Our- practices have been identified concerning: development of sales skills, high Responsibility/Sustainability- performance team, talent management, middle management training, team Report/ building, e-learning.

The implementation of new technologies is seen as a double-edged sword. On one hand it is a must to improve operational efficiency but on the other hand, it can be considered as a major issue in terms of managing the personnel substituted by these automated processes. Variable salary and added functions is a way of coping with that matter and again there is a need for training to be performed.

Finally, the Leonardo da Vinci Programme project “Partnership for a Changing www.posteurop.org Post” has entered into its second phase (WP2) with the aim of sharing on top training best practices. Multilateral visits are organized during the last semester Written, edited and produced by in France, Germany, Spain, Turkey and Switzerland. PostEurop Editor-in-Chief: Cynthia Wee Translator: Noella Thibaut For more information on the programme and training working group please contact Contributors: Waqas Ahsen, Ebbe Nathalie Ganzel ([email protected]) or Antonino Scribellito (antonino.scribellito@ Andersen, Nathalie Ganzel, Sébastien posteurop.org) Houzé, Jan-Erik Leistedt, Maire Lodi, Margaux Meidinger, Antonino Scribellito, Bruno Sattler, Botond Szebeny