BUSINESS SUPBUSINESS SUPPPORT PROGRAMORT PROGRAM FOR BULGARIA, ROMANIA, CROATIA AND FOR BULGARIA, ROMANIA, CROATIA AND

TURKEYTURKEY

PROACTIN ProjectPROACTIN Project

Dubrovnik, July 2, 2008

OBJECTIVESOBJECTIVES

PROACTIN PROJECTPROACTIN PROJECT

• Part of a Business Support Program of the EC for Bulgaria, Romania, Croatia and

• Main Objective: full familiarisation with the relevant acquis

CONCRETE PROBLEMS TO BE SOLVED (5 TARGETS OF ACCORD II)CONCRETE PROBLEMS TO BE SOLVED (5 TARGETS OF ACCORD II)

• Quality of services (Directive (97/67/EC)• Financial accounting and reporting Directive (97/67/EC and

following modifications)• Adoption by postal staff of a culture of customer awareness,

marketing and sales• Role of Independent Regulatory Authorities in the new EU postal

market• Lack of efficient planning and management tools and methods

PARTICIPANTSPARTICIPANTS

ACTIVITY 1ACTIVITY 1

General planning Promotion Coordination Control Reporting

ACTIVITY 2ACTIVITY 2 Training sessions

ACTIVITY 3ACTIVITY 3

Dissemination Final information gathering

TYPE OF TYPE OF ACTIVITIESACTIVITIES

TIMING OF ACTIMING OF ACTIVITIESTIVITIES (1° YEAR) (1° YEAR)

Year 1 Semester 1 Semester 2

Activity 1 2 3 4 5 6 7 8 9 10 11 12

General planning (activity group 1)                        

forming the PSC, groundwork activities, coordination, reporting                        

analysis of the constraints/training needs, country reports                        

national operational training plans (for each BCs)                        

training materials (TMG, Glossary etc)                        

design, upgrading and start-up of the new database / web-platform                        

recruitment (trainers, technical experts, etc), individuation of trainees                        

implementation of the new, multi-lingual database and web-platform                        

                         

Training sessions (activity group 2)                        

1st training session inBrx                        

2nd traning sessions                        

TIMING OF ACTIMING OF ACTIVITIESTIVITIES (2° YEAR) (2° YEAR)

Year 2 Semester 3 Semester 4

Activity 13 14 15 16 17 18 19 20 21 22 23 24

coordination, reporting (cont'd)                        

2nd training sessions in BCs (cont'd)                        

implementation of the new database and web-platform                        

3-monthly reports                        

Dissemination (activity group 3)                        

on-field study visits                        

internal technical national seminars at each BC POs                        

Focus group meetings                        

setting-up national Help Desks + necessary training                        

dissemination campaigns and final information gathering                        

final conference in Brussels                        

final training program evaluation                        

project follow-up of the with interested POs                        

final report to EC                        

TRAINING SESSIONSTRAINING SESSIONS

Preparatory SessionApril 10-11, 2008 Brussels

BC Training Sessions

BC date topic

Croatia 7/2008 Accounting, HR

Romania 9/2008 Quality of service

Turkey 10/2008 Customer relations

Bulgaria 11/2008 Regulation

Trainer to Trainees Session30 postal-acquis Trainer-Experts 200 Trainees of the BC

POs

Internal (postal staff) vs external (stakeholders) dissemination

For the EC: External dissemination is EQUALLY important to the internal one

Successful dissemination: key element to a further BSP on postal acquis

CONCRETE DISSEMINATION ACTIVITIESCONCRETE DISSEMINATION ACTIVITIES:•4 internal national seminars for each POs (“trainers train the trainees”) (2 days)•feedback reporting from trainees•best practices collection•study visits at EU POs (2 days)•help desk; •national dissemination campaigns in all BCs •final information gathering from Target Groups B•1 final conference in Brussels•final database and web upgrading •final report for the EC

DISSEMINATIONDISSEMINATION

GOOD PRACTICESGOOD PRACTICES

GOOD PRACTICESGOOD PRACTICESSelected by the PSC and on the suggestions of the BC/EU Proactin Partners

PREREQUISITS TO GOOD PRACTICESPREREQUISITS TO GOOD PRACTICES• already exist• have clear aims and objectives that are easy to identify• be user– friendly and appealing to all parties involved • be adaptable and transferable to different conditions ,structures,

countries • be sustainable and have a long–term perspective• be easily identified and their results easy to evaluate• be coherent with other good practices, ideally in both concept and

delivery • clearly out-perform other practices (efficiency, effectiveness over a

range of relevant indicators)• be able to improve continuously

Target Group A:• 30 postal-acquis Trainer-Experts and 200 trainees

representing managers and staff of the BC POs.

Target Group B:• 80 representatives of national institutions, wider

postal industry organizations and other services of general interest utilities, SMEs, consumer associations, civil society, sector research institutions etc.

TARGET GROUPS, FINAL BENEFICIARIESTARGET GROUPS, FINAL BENEFICIARIES

• PSC: main coordination and supervising unit of the Project

MEMBERS:MEMBERS: • 4 BCPOs• 5 Working Group (WG) Chairmen• PostEurop Secretary General (I. Persson)• ProActin Project Manager (A. Scribellito)• ProActin Scientific Coordinator (U. Triulzi)

PROJECT STEERING COMMITTEEPROJECT STEERING COMMITTEE

One of the main responsibilities of the PSC: supervision of the concrete outputs

• Constraints/needs, country reports• General Operational Plans + National Operational Plans• New database / web-platform

• Training for trainer Tools • TMG (training methodological guidelines )• Vademecum• Glossary • EU Info Kit• Collection of “good practices”; translation of relevant

documentation

DELIVERABLESDELIVERABLES

TIMING OF ACTIMING OF ACTIVITIESTIVITIES (1° YEAR) (1° YEAR)

Year 1 Semester 1 Semester 2

Activity 1 2 3 4 5 6 7 8 9 10 11 12

General planning (activity group 1)                        

forming the PSC, groundwork activities, coordination, reporting                        

analysis of the constraints/training needs, country reports                        

national operational training plans (for each BCs)                        

training materials (TMG, Glossary etc)                        

design, upgrading and start-up of the new database / web-platform                        

recruitment (trainers, technical experts, etc), individuation of trainees                        

implementation of the new, multi-lingual database and web-platform                        

                         

Training sessions (activity group 2)                        

1st training session inBrx                        

2nd traning sessions                        

COUNTRY REPORTSCOUNTRY REPORTS

  Quality of service Accounting

  Description

Constraints

Needs Description

Constraints

Needs

HR            

BG            

RO            

TK            

Area specific conclusions

Country-specific conclusions

• CEN standards: accomodated• Obligation to introduce and observe the following standards for priority

items:• International traffic D+3, 85% and D+5, 97%• Domestic traffic D+1, 95% city area, city/city and D+2, 95% all other

areas.• Obligation to keep record on total number of submitted complaints and

number of solved complaints within the time limit regulated by the Postal Law (1 month).

• Processing of complaints: harmonised with the EU regulations elaborated in Directives and the best practice of all the other postal administrations – members of the UPU. From 2009: standard EN CEN 14012.

• Quality of services: standards CEN EN 13850 and CEN EN 14508. • In international traffic, quality of transit time of end to end services for

priority mai: measured by UNEX • In domestic traffic, quality of transit time of end to end services for

priority mail items is measured by AMQM

DESCRIPTION: DESCRIPTION: COUNTRY “X” - COUNTRY “X” - QUALITY OF SERVICEQUALITY OF SERVICE

• Clients have access to the quality goals. • We are collaborating with customer care

associations.• The Committee for Processing Complaints Submitted

by Clients (natural persons) was founded and members of the Committee are also representatives of the customer care associations.

• With our key customers (legal persons) we mutually determine measurement of end to end services of mail items in order to detect missing of the set goals.

• Optimalisation of postal network is currently in the process, from the aspect of reducing the costs and guaranteeing set quality of services.

DESCRIPTION: DESCRIPTION:

COUNTRY “X” - MARKETINGCOUNTRY “X” - MARKETING

DESCRIPTION: DESCRIPTION:

COUNTRY “X” - ACCOUNTINGCOUNTRY “X” - ACCOUNTING • Expenditures: no reliable method of expenditure allocation to the

services. • Direct costs are identified when distributed in detail as items in the

analytic financial bookkeeping. • The terminal dues in universal system accounting can, to a certain

extent, be separated from terminal dues in domestic traffic, and expenditures for commercial goods can be separated from other expenditures.

• Methodology of separate accounting for each provided service has been developed and on the service level it is possible to recognise separately individual service in reserved area from universal area, and services of free market, courier services and other not postal services.

• Distribution of each service is possible up to the lowest level of service provided.

• Grouping/clustering is possible per group of same services (as for parcels, total, according to weight).

• Grouping/clustering of ervices is possible for similar services (letter postal items), and it is possible to separate services according to the elements upon which the selling price is determined.

MAIN CONSTRAINTS: COUNTRY “X” MAIN CONSTRAINTS: COUNTRY “X”

EXTERNAL CONSTRAINTSEXTERNAL CONSTRAINTS

• Legal framework: not clear, leaves space to several interpretations

• Regulatory Authority: weak in their position

INTERNAL CONSTRAINTSINTERNAL CONSTRAINTS

• Frequent changes in the management• High turnover of postal staff impossible to make changes• Lack of knowledge (e.g. acquis, IT,…)

CONSTRAINTS CONSTRAINTS NEEDSNEEDS

2 different sort of needs can be identified:

• Need for knowledge in the acquis areas• Need for instruments (training tools, e-learning,

distance learning, etc.)

TRAINING NEEDS – COUNTRY “X” – QUALITY OF TRAINING NEEDS – COUNTRY “X” – QUALITY OF

SERVICESERVICE

• QoS standards• QoS measurement• QoS – key for the success• QoS – financial benefits

TRAINING NEEDS – COUNTRY “X” – ACCOUNTINGTRAINING NEEDS – COUNTRY “X” – ACCOUNTING

• Scope of cost accounting – all services, postal services, universal postal services ?

• Cost allocation - principles ?• Internal economy – between profit centers ?• Cost allocation organization in the company ?• Postal stamps and international clearing link to the services

?• IT solutions ?• Unproductive work link to the services ?• Cost of transport for the different services when all items

are in the same vehicle ? • Sorting machine, office supplies, and other common costs

link to the services ?

NEEDS FOR INSTRUMENTSNEEDS FOR INSTRUMENTS

• Training materials available on the web site • Different materials according to the levelof education

of the staff• Data bases on particular answers to particular

questions • Best practice experiences and business references

presented on the web page• Web site: simple, updated regularly • Forum consisting of experts available on the

website • Web site should offer the possibility of

communicating with moderators • New ways of teaching: distant learning, e- learning

Web platformWeb platform

Internal useDissemination

tool

Internal useInternal use

• sharing experience• news • Information

• Postal Organizations• Research Companies• Potential Investors• SMEs• Customers

Wider stakeholdersWider stakeholders

• Objectives & activities• Partners/Beneficiaries• News• FAQs • Contacts• Links• Database

ContentsContents

Aquis aproach Aquis aproach

• EU Institutions and policies/programmes

• Acquis related to EU enlargement• Implementation of the Acquis• Good practices• Bibliography and Glossaries

Database Database