Quality parameters, respective quality indicators and performance targets shall be as follows:
QSP1 Transit time
QSI1 - Transit time for standard mail (D+3)
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|
2015 |
2016-2017 |
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|
No. |
Description |
RI% |
Min |
Targ |
RI% |
Min |
Targ |
|
QSI1 |
Transit time for standard mail |
45.0 |
95.5 |
96.3 |
32.0 |
95.5 |
96.3 |
1. Defined as the average percentage of letters sent to any location of the national territory as standard mail that reach their destination within 3 working days of being deposited at a mail reception point, taking as reference the total amount of letters conveyed.
2. Calculations for this indicator take into account items sent in the reference calendar year.
3. Calculations for this indicator do not take bulk mail into consideration.
4. Calculation method: Standard EN 14508:2003+A1:2007, on the measurement of the transit time of end-to-end services for single piece non-priority mail, shall apply to the calculation of QSI1.
5. Without prejudice to articles 5 and 6, CTT shall report to ICP-ANACOM and to users information referred in point 9 of the referred standard EN 14508:2003+A1:2007.
QSI2 Transit time for priority mail - Mainland
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2015 |
2016-2017 |
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|
No. |
Description |
RI% |
Min |
Targ |
RI% |
Min |
Targ |
|
QSI2 |
Transit time for priority mail - Mainland |
15.0 |
93.5 |
94.5 |
6.0 |
93.5 |
94.5 |
1. Defined as the average percentage of letters sent to any location of the national territory as priority mail that reach their destination within 1 working day of being deposited at a mail reception point, taking as reference the total amount of letters conveyed.
2. Calculations for this indicator take into account items sent in the reference calendar year.
3. Calculations for this indicator do not take bulk mail into consideration.
4. Calculation method: Standard EN 13850:2012, on the measurement of the transit time of end-to-end services for single piece priority mail, shall apply to the calculation of QSI2.
5. Without prejudice to articles 5 and 6, CTT shall report to ICP-ANACOM and to users information referred in point 7.4 of the referred standard EN 13850:2012.
QSI3 - Transit time for priority mail (D+2) - MAM
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2015 |
2016-2017 |
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|
No. |
Description |
RI% |
Min |
Targ |
RI% |
Min |
Targ |
|
QSI3 |
Transit time for priority mail - MAM |
4.0 |
84.0 |
87.0 |
3.0 |
84.0 |
87.0 |
1. Defined as the average percentage of letters sent to any location of the Mainland and Autonomous Regions of Azores and Madeira (and vice-versa) or between the latter, referred to as MAM flows, as priority mail, that reach their destination within 2 working days of being deposited at a mail reception point, taking as reference the total amount of letters conveyed.
2. Calculations for this indicator take into account items sent in the reference calendar year.
3. Calculations for this indicator do not take bulk mail into consideration.
4. Calculation method: Standard EN 13850:2012, on the measurement of the transit time of end-to-end services for single piece priority mail, shall apply to the calculation of QSI3.
5. Without prejudice to articles 5 and 6, CTT shall report to ICP-ANACOM and to users information referred in point 7.4 of the referred standard EN 13850:2012.
QSI6 - Transit time for newspapers and periodicals (D+3)
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|
|
2015 |
2016-2017 |
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|
No. |
Description |
RI% |
Min |
Targ |
RI% |
Min |
Targ |
|
QSI6 |
Transit time for newspapers and periodicals |
11.0 |
95.5 |
96.3 |
10.0 |
95.5 |
96.3 |
1. Defined as the average percentage of items covered by the newspapers and periodicals category sent to any location of the national territory, which reach their destination within 3 working days of being deposited at a mail reception point, taking as reference the total amount of items conveyed.
2. Calculations for this indicator take into account items sent in the reference calendar year.
3. Calculation method: Standard EN 14534:2003+A1:2007, on the measurement of the transit time of end-to-end services for bulk mail, shall apply to the calculation of QSI6.
4. Without prejudice to articles 5 and 6, CTT shall report to ICP - ANACOM and to users information referred in point 7 of the referred standard EN 14534:2003+A1:2007.
QSI7 Transit time for intra-community cross-border mail (D+3)
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|
|
2015 |
2016-2017 |
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|
No. |
Description |
RI% |
Min |
Targ |
RI% |
Min |
Targ |
|
QSI7 |
Transit time for intra-community cross-border mail (D+3) |
3.5 |
85.0 |
88.0 |
2.5 |
85.0 |
88.0 |
1. Defined as the average percentage of intra-community cross-border letters, sent to and from Portugal as international first class mail, which reach their destination within 3 working days of being deposited at a mail reception point, taking as reference the total amount of letters conveyed.
2. Annual QSI7 values concern the twelve-year period ending in September of the year to which the QSI relates, and correspond to the weighted average of the value of the last quarter of the preceding calendar year and the value of the first three quarters of the year to which it relates. The weighting distribution to be used is 3/12 for the first value and 9/12 for the second.
3. Its calculation takes into consideration the levels of quality of the forwarding and reception flows, weighted by the proportion of traffic of each flow in the total of intra-community cross-border letter traffic, sent to and from Portugal as first class international mail, according to the following calculation methodology:
QSI7 = ED+3 * e + RD+3 * (1-e)
where:
ED+3: Average percentage of intra-community cross-border letters, sent from Portugal as international first class mail, which reach their destination within 3 working days of being deposited at any mail reception point, taking as reference the total amount of letters conveyed;
RD+3: Average percentage of intra-community cross-border letters, received in Portugal as international first class mail, which reach their destination within 3 working days of being deposited at any mail reception point, taking as reference the total amount of letters conveyed;
e: Proportion of traffic of intra-community cross-border letters sent from Portugal as international first class mail, in the total of traffic of intra-community cross-border letters sent to and from Portugal as international first class mail, both (traffics) concerning the calendar year preceding that for which the indicator is being calculated.
4. Calculations for this indicator do not take bulk mail into consideration.
5. Calculation method: Standard EN 13850:2012, on the measurement of the transit time of end-to-end services for single piece priority mail, shall apply to the calculation of QSI7. All, and only, (incoming and outgoing) flows between Portugal and remaining European Union Member States must be taken into consideration, the transit time of which is measured, in the reference period, by the quality monitoring system implemented by the International Post Corporation (IPC).
6. Without prejudice to articles 5 and 6, CTT shall report to ICP-ANACOM and to users information referred in point 7.4 of the referred standard EN 13850:2012.
QSI9 - Transit time for standard parcels (D+3)
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|
|
2015 |
2016-2017 |
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|
No. |
Description |
RI% |
Min |
Targ |
RI% |
Min |
Targ |
|
QSI9 |
Transit time for standard parcels |
5.0 |
90.5 |
92.0 |
3.0 |
90.5 |
92.0 |
1. Defined as the average percentage of postal parcels sent to any location in the national territory, as standard parcels, which reach their postal establishment of destination within 3 working days of being deposited at a mail reception point, taking as reference the total amount of postal parcels conveyed.
2. Calculations for this indicator take into account items sent in the reference calendar year.
3. Calculations for this indicator do not take bulk mail into consideration.
4. Calculation method: Measurement principles and rules set out in Standard EN 13850:2012, on the measurement of the transit time of end-to-end services for single piece priority mail, duly adapted, shall apply to the calculation of QSI9.
5. Without prejudice to articles 5 and 6, CTT shall report to ICP-ANACOM and to users information referred in point 7.4 of the referred standard EN 13850:2012, where appropriate and duly adapted.
QSI11 - Transit time for registered mail (D+1)
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|
|
2015 |
2016-2017 |
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|
No. |
Description |
RI% |
Min |
Targ |
RI% |
Min |
Targ |
|
QSI11 |
Transit time for registered mail |
- |
- |
- |
30.0 |
89.0 |
91.0 |
1. Defined as the average percentage of letters sent to any location of the national territory as registered mail delivered by hand that reach their destination (delivery at the address of the addressee, or where it is impossible to perform the delivery, on the date of the first attempt to perform the delivery at the address of the addressee, and placing of a delivery notice) within 1 working day of being deposited at any mail reception point, taking as reference the total amount of registered letters conveyed as registered mail delivered by hand.
2. Calculations for this indicator take into account items sent in the reference calendar year.
3. Calculation method: Measurement principles and rules set out in Standard EN 13850:2012, on the measurement of the transit time of end-to-end services for single piece priority mail, duly adapted, shall apply to the calculation of QSI11.
4. Without prejudice to articles 5 and 6, CTT shall report to ICP-ANACOM and to users information referred in point 7.4 of the referred standard EN 13850:2012, where appropriate and duly adapted.
QSP2 Loss or substantial delay (Reliability)
QSI4 - Standard mail not delivered within 15 working days
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|
|
2015 |
2016-2017 |
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|
No. |
Description |
RI% |
Min |
Targ |
RI% |
Min |
Targ |
|
QSI4 |
Standard mail not delivered within 15 working days (per one thousand letters) |
5.0 |
2.3 |
1.4 |
3.0 |
2.3 |
1.4 |
1. Defined as the number of letters sent to any location of the national territory as standard mail, which are not returned and which do not reach their destination within 15 days of being deposited at a mail reception point, per one thousand letters conveyed.
2. Calculations for this indicator take into account items sent in the reference calendar year.
3. Calculations for this indicator do not take bulk mail into consideration.
4. Calculation method: Technical specification TS 14773:2004, on loss and substantial delay in priority mail, duly adapted, shall apply to the calculation of QSI4.
5. Without prejudice to articles 5 and 6, CTT shall report to ICP-ANACOM and to users information referred in point 7 of the referred TS 14773:2004.
QSI5 - Priority mail not delivered within 10 working days
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|
|
2015 |
2016-2017 |
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|
No. |
Description |
RI% |
Min |
Targ |
RI% |
Min |
Targ |
|
QSI5 |
Priority mail not delivered within 10 working days (per one thousand letters) |
3.0 |
2.5 |
1.5 |
3.0 |
2.5 |
1.5 |
1. Defined as the number of letters sent to any location of the national territory as priority mail, which are not returned and which do not reach their destination within 10 working days of being deposited at a mail reception point, per one thousand letters conveyed.
2. Calculations for this indicator take into account items sent in the reference calendar year.
3. Calculations for this indicator do not take bulk mail into consideration.
4. Calculation method: Technical specification TS 14773:2004, on loss and substantial delay in priority mail, shall apply to the calculation of QSI5.
5. Without prejudice to articles 5 and 6, CTT shall report to ICP-ANACOM and to users information referred in point 7 of the referred TS 14773:2004.
QSI8 - Transit time for intra-community cross-border mail (D+5)
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|
|
2015 |
2016-2017 |
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|
No. |
Description |
RI% |
Min |
Targ |
RI% |
Min |
Targ |
|
QSI8 |
Transit time for intra-community cross-border mail (D+5) |
3.5 |
95.0 |
97.0 |
2.5 |
95.0 |
97.0 |
1. Defined as the average percentage of intra-community cross-border letters, sent to and from Portugal as international first class mail, which reach their destination within 5 working days of being deposited at a mail reception point, taking as reference the total amount of letters conveyed.
2. Annual QSI8 values concern the twelve-year period ending in September of the year to which the QSI relates, and correspond to the weighted average of the value of the last quarter of the preceding calendar year and the value of the first three quarters of the year to which it relates. The weighting distribution to be used is 3/12 for the first value and 9/12 for the second.
3. Its calculation must take into consideration the levels of quality of the forwarding and reception flows, weighted by the proportion of traffic of each flow in the total of intra-community cross-border letter traffic, sent to and from Portugal as first class international mail, according to the following calculation methodology:
QSI8 = ED+5 * e + RD+5 * (1-e)
where:
ED+5: Average percentage of intra-community cross-border letters, sent from Portugal as international first class mail, which reach their destination within 5 working days of being deposited at any mail reception point, taking as reference the total amount of letters conveyed;
RD+5: Average percentage of intra-community cross-border letters, received in Portugal as international first class mail, which reach their destination within 5 working days of being deposited at any mail reception point, taking as reference the total amount of letters conveyed;
e: Proportion of traffic of intra-community cross-border letters sent from Portugal as international first class mail, in the total of traffic of intra-community cross-border letters sent to and from Portugal as international first class mail, both (traffics) concerning the calendar year preceding that for which the indicator is being calculated.
4. Calculations for this indicator do not take bulk mail into consideration.
5. Calculation method: Standard EN 13850:2012, on the measurement of the transit time of end-to-end services for single piece priority mail, shall apply to the calculation of QSI8. All, and only, (incoming and outgoing) flows between Portugal and remaining European Union Member States must be taken into consideration, the transit time of which is measured, in the reference period, by the quality monitoring system implemented by the International Post Corporation (IPC).
6. Without prejudice to articles 5 and 6, CTT shall report to ICP-ANACOM and to users information referred in point 7.4 of the referred standard EN 13850:2012.
QSP3 Waiting time
QSI10 - Waiting time at post establishments
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|
|
2015 |
2016-2017 |
||||
|
No. |
Description |
RI% |
Min |
Targ |
RI% |
Min |
Targ |
|
QSI10 |
Waiting time at post establishments |
5.0 |
75.0 |
85.0 |
5.0 |
75.0 |
85.0 |
1. Defined as the average percentage of customer service operations performed at the various types of postal establishments, namely, post stations and post offices, the waiting time of which does not exceed ten minutes. The waiting time is measured from the moment the customer starts waiting in a queue until he/she is actually served, over the whole period during which front-desk points are opened.
2. Waiting times must be measured based on a sample of observations over the year, which must be representative of the frequency and distribution of customer services provided (demand) at postal establishments over the day and week, as well as of the geographic distribution and of types of postal establishments.
3. Without prejudice to articles 5 and 6, CTT shall also report to ICP-ANACOM and to users the following information: i) sample size; ii) accuracy level of the results (e.g. confidence level and margin of error) and iii) description of calculation formula.
QSP4 Overall Quality of Service Indicator
1. The overall quality of service indicator (OI) is calculated according to the levels of quality of service achieved by CTT for each of the previous QSI, concerning QSP1 to 3.
2. The overall quality of service indicator is calculated as follows:
First, each QSI is given a score, according to the quality achieved by CTT, as described in the table below:
|
Quality of Service (QoS) achieved by CTT |
Score given to the QSI |
|
QoS < = Minimum |
0 |
|
QoS = Target |
100 |
|
Minimum < QoS < Target |
Allocation of a proportional value between 0 and 100 |
|
QoS > Target |
Allocation of a score over 100, in proportion to the positive deviation from the Target |
Second, scores obtained as defined above are multiplied by the relative importance (RI) of each QSI.
Third, scores of all QSI obtained previously are added together.
