ANACOM publishes data on CTT postal network and quality indicators in 2020

As part of its work overseeing provision of the universal postal service in Portugal, ANACOM ensures the dissemination of reports on the postal network and offer of services and on the values of the quality of service indicators (QSI) of CTT - Correios de Portugal (CTT) as universal postal service concessionaire.

In relation to 2020, the report1 on the postal network and CTT's offer of services presents information on the accomplishment of postal network density indicators and minimum offers of service to which CTT was subject in 2020. The reports also outlines the postal network’s development over the year. At the end of 2020, CTT had 2,366 postal establishments in operation, comprising 562 post offices (including a mobile station) and 1,804 postal service offices (including two mobile stations).

The total number of postal establishments at the end of 2020 reveals an overall increase of 2.1% compared to the number reported at the end of 2014, as the number of postal service offices opened in this period exceeded the number of closed post offices. However, there was a slight reduction in the total number of postal establishments compared to the end of 2019 (reduction of 4 postal establishments). Meanwhile, there was an increase in the total number of post offices in 2020: an additional 23 post offices at the end of the year compared to the end of 2019. The total number of postal establishments is in line with the postal network density targets established by ANACOM on 15 September 2017. These objectives implicitly require CTT to maintain a minimum of 2,296 postal establishments in operation.

In terms of the QSI values of the universal postal service provided by CTT, this report2 details the annual QSI values for 2020, without attempting to evaluate fulfilment of the annual targets set by ANACOM decision of 12 July 2018

The figures presented in this report do not yet take into account ANACOM's decision of 29 April 2021 granting CTT’s request to deduct postage records directly affected by the Covid-19 pandemic (situation of force majeure) for the purpose of calculating the QSI for the year 2020.

Nevertheless, based on available information, it is noted that all QSI in 2020 were short of their respective performance targets for the year being reported. According to CTT, the COVID-19 pandemic had a direct and indirect impact that significantly affected various components of its operation and which is reflected in the reported values. According to CTT, while it was able to maintain operations throughout the pandemic, adopting a contingency plan in order to guarantee continuity in the provision of the postal service to the population and economic and social activities, the resulting constraints necessarily caused widespread delays in the routing of postal traffic, which affected quality of service performance during 2020.

1 This report was prepared on the basis of the information reported by CTT and may be subject to subsequent amendment in the event of revisions or changes to the data, in particular as reported by CTT or arising from ANACOM’s oversight actions.
2 This report may be subject to amendment if revisions or changes occur to the data, as communicated by CTT or as a result of auditing undertaken by ANACOM.