Key Benefits:
The Electronic Communications and Postal Regulatory Authority (hereinafter " The Authority),
Having regard to Directive 97 /67/EC of the European Parliament and of the Council of 15 December 1997 as amended concerning common rules for the development of the internal market in Community postal services and the improvement of the quality of service (hereinafter " Postal Directive ") ;
Given the Position and Electronic Communications Code (hereafter " CPCE "), in particular Articles L. 2, L. 5-2 (4 °) and R. 1-1-8;
Seen the Law n ° 2010-123 of 9 February 2010 relating to the public company La Poste et aux activités postales;
Vu The order of 22 July 2008 relating to the quality of service objectives fixed at La Poste for the year 2008 in respect of the universal service offer which La Poste is required to provide in accordance with the Href=" /viewCodeArticle.do?cidTexte=LEGITEXT000006070987&idArticle=LEGIARTI000006465301&dateTexte= &categorieLink = cid"> article L. 2 of the postal code and electronic communications ;
In view of the order of 8 June 2009 relating to the objectives of Quality of service set at La Poste for the year 2009 in respect of the universal service offer which La Poste is required to provide in accordance with the Href=" /viewCodeArticle.do?cidTexte=LEGITEXT000006070987&idArticle=LEGIARTI000006465301&dateTexte= &categorieLink = cid"> section L. 2 of the postal code and Electronic communications ;
In view of the decree of 30 January 2012 on the quality of service objectives set at La Poste for 2011 and 2012 in respect of the universal service offer that La Poste is required to provide pursuant to article L. 2 of the postal code and electronic communications ;
In view of the decree of 2 August 2013 on the objectives of Quality of service set at La Poste for 2013 as part of the service offering Universal that La Poste is required to ensure pursuant toArticle L. 2 of the Postal Code and of the Communications Electronic ;
In view of Opinion No. 2008-0216 of the Electronic Communications Regulatory Authority and of posts dated 11 March 2008 on a draft decree on the quality of service objectives fixed at La Poste for the supply of Universal service that La Poste is required to provide pursuant to article L. 2 of the postal code and electronic communications ;
In view of Opinion No. 2009-0243 of the Regulatory Authority Electronic communications and posts dated 2 April 2009 on a draft decree relating to the quality of service objectives fixed at La Poste in respect of the universal service provision which La Poste is required to provide pursuant to article L. 2 of the postal code and electronic communications ;
In view of Opinion n ° 2010-0847 of the Regulatory Authority Electronic communications and posts dated 20 July 2010 on a draft decree relating to the quality of service objectives fixed at La Poste for the year 2010 in respect of the universal service offer which La Poste is required to provide in Applying article L. 2 of the postal code and electronic communications ;
In view of Opinion No. 2011-1509 of the Regulatory Authority Electronic communications and posts dated 22 December 2011 on a draft decree on the quality of service objectives set at La Poste for the years 2011 and 2012, as part of the universal service provision that La Poste is held To ensure that article L. 2 of the postal code and electronic communications ;
In view of Opinion No. 2012-1352 of the Regulatory Authority Electronic communications and posts dated 11 December 2012 concerning a modification of the universal postal service catalog;
In view of Opinion No. 2013-0460 of the Electronic Communications Regulatory Authority and of the Positions as of March 26, 2013 on an enterprise contract Between the State and La Poste;
In view of Opinion n ° 2013-0865 of the Electronic Communications Regulatory Authority and of posts dated 2 July 2013 on a draft decree on the quality of service objectives set at La Poste for 2013 at Title of the universal service offer that La Poste is required to provide pursuant toArticle L. 2 of the Postal Code and the Electronic communications ;
Given the corporate contract 2013-2017 between the State and La Poste relating to the public service missions entrusted to the La Poste Group, as of 1 July 2013;
In view of the catalogue of the commercial offers of La Poste under the universal postal service as of 1 March 2014 ;
As requested by the Minister responsible for posts transmitted to the Authority on 19 June 2014;
After deliberation on 8 July 2014,
I. -The Legal Framework
CPCE Article R. 1-1-8 provides that " The Minister responsible for posts, after having placed the universal service provider in a position to submit his observations and having obtained the opinions of the Electronic Communications Regulatory Authority and the posts and the Commission Of the public postal service and electronic communications, shall establish quality objectives applicable to the benefits of the universal service which it determines. These objectives relate to the speed and reliability with which these benefits are provided ".
In accordance with these provisions, the Minister responsible for posts seized the Authority on 19 June 2014 for an opinion on a draft decree" Relating to the quality of service objectives set at La Poste, for 2014 and 2015, in respect of the universal service offer which La Poste is required to provide pursuant to article L. 2 of the postal code and electronic communications ".
The Authority has previously issued the following notices Concerning the objectives relating to the speed and reliability of the universal service:
- opinion n ° 2008-0216 of 11 March 2008 on a draft decree on the quality of service objectives set at La Poste, for 2008, for the service offering Universal;
-Opinion n ° 2009-0243 of 4 March 2009 on a draft decree setting targets for 2009;
-Opinion n ° 2010-0847 of 20 July 2010 on a draft decree setting targets for 2010, but this order has never been published ;
- notice n ° 2011-1509 of December 22, 2011 on a draft decree setting targets for 2011 and 2012;
- notice n ° 2013-0865 of 2 July 2013 on a draft decree setting targets for 2013.
II. -The draft decree
Article 1 of the draft decree provides for the measurement of time-limits for the routing of the main products of the universal service, specifies the applicable method of measurement and sets the corresponding objectives :
" The days of filing and distribution in working days, the quality of service indicators and objectives assigned to La Poste are defined in the table in the annex.
The quality of service measures corresponding to these Indicators and objectives must comply with the following rules:
1 ° The quality of service measures of the Priority Letter, the Verte letter and the Community cross-border mail must be carried out in accordance with the European standard EN 13850;
2 ° Measure of the quality of service of the Letter The recommended method should be computerized, explained, auditable and applied to the most comprehensive possible basis. The routing time is calculated by comparing, for each shipment, on the one hand, its date of registration in the monitoring system when it is taken over by La Poste and, on the other hand, its date of registration in the tracking system of the first Attempt to distribute it;
3 ° The measurement of the quality of service of the Colissimo desk must be done according to a computerised, explicit and auditable method. "
Article 2 of the draft decree relates to the measurement of the processing of claims by La Poste and sets the corresponding objectives:
" The method of measuring the processing of claims must be in accordance with the principles advocated in the European standard EN 14012.
The response rate to claims within twenty-one days of domestic mail is set at 95 % for 2014 and 2015.
The response rate to claims within twenty-one days For the package is set at 95 % for 2014 and 2015. "
Article 3 of the draft decree deals with the quality measure of the reshipment service provided by La Poste and sets an objective for the reinstatement of service in the event of malfunctions:
" The measure of the rate of recovery of the Service due to reported malfunctions relating to the re-shipment service shall be carried out in a computerised, explicit and auditable manner.
The rate of recovery of the service following reported malfunctions relating to the Reship service is set at 95 % in 48 hours for 2014 and 2015. "
The following table outlines the objectives that have been set or proposed by the minister responsible for positions since 2008, as well as the quality of service results achieved.
| Priority Letter | J + 1 | 83 % (realized: 83.9 %) | 84 % (realized: 84.7 %) | 84 % (realized: 83.4 %) | 85 % (realized: 87.3 %) | 85 % (realized: 87.9 %) | > 85 % (realized: 87.4 %) | > 85 % | > 85 % | |||||||
| J + 2 | 95 % (realized: 96.8 %) | 95.5 % (realized: 96.8 %) | 95.5 % (realized: 96 %) | |||||||||||||
| > J + 3 | < 1.2 % (achieved: 0.8 %) | < 1.2 % (achieved: 0.6 %) | < 1 % (realized: 0.7 %) | < 1 % | < 1 % | |||||||||||
| Verte Letter | J + 2 | 93 % (realized: 92.8 %) | 94 % | 95 % | ||||||||||||
| > J + 4 | < 1 % | < 1 % | ||||||||||||||
| Recommended Letter | J + 2 | - (realized: 90.9 %) | - (realized: 88.7 %) | - (realized: 85.8 %) | - (realized: 92.5 %) | 88 % (realized: 94.7 %) | 93 % (realized: 95.2 %) | 94 % | 95 % | |||||||
| > J + 4 | < 1 % | < 1 % | ||||||||||||||
| Loss | Metering to EN 14137 | Measure Compliant with EN 14137 | EN 14137 compliant measure | EN 14137 compliant measure | conforming to EN 14137 | |||||||||||
| Community cross-border mail (import) | J + 3 | 85 % (realized: 97 %) | 88 % (realized : 95.7 %) | 88 % (realized: 93.5 %) | 90 % (realized: 96.0 %) | 90 % (realized: 95.8 %) | 90 % (realized: 95.5 %) | 90 % | 90 % | |||||||
| J + 5 | 97 % (achieved: 99.5 %) | 97 % (achieved: 99.3 %) | 97 % (realized: 98.6 %) | 97 % (realized: 99.3 % | 97 % (achieved: 99.2 %) | 97 % (achieved: 99.1 %) | 97 % | 97 % | ||||||||
| Colissimo window | J + 2 | 85 % (realized: 85 %) | 86 % (realized: 87.7 %) | 86 % (realized: 84.8 %) | 87 % (realized: 88.7 %) | 87 % (realized: 89.9 %) | 88 % (realized: 89.4 %) | 88 % | 88 % | |||||||
| J + 3 | 95 % (realized: 96.3 %) | 95 % (realized: 96.6 %) | 95 % (realized: 95.2 %) | |||||||||||||
| > J + 4 | < 2 % (realized: 1.0 % | < 2 % (realized: 0.8 %) | < 1.5 % (realized: 0.9 %) | < 1.5 % | < 1.5 % | |||||||||||
| Colissimo ATM (free online) | J + 2 | 87.5 % (realized: 90.2 % | 88 % (realized: 91.3 %) | 88 % (realized: 91.0 %) | 89 % | 90 % | ||||||||||
| Response rate to domestic mail complaints within 21 days | 90 % (achieved: 97.7 %) | 90 % (realized: 95.3 %) | 90 % (achieved: 99.0 %) | 95 % (achieved: 99.2 %) | 95 % (realized : 98.9 %) | 95 % (realized: 99.5 %) | 95 % | 95 % | ||||||||
| Response rate to package claims within 21 days | - (realized: 94.7 %) | - (realized: 98.9 %) | - (realized: 99.4 % | 95 % (achieved: 99.1 %) | 95 % (achieved: 99.4 %) | 95 % (realized: 99.2 %) | 95 % | 95 % | ||||||||
| Reship Service Recovery Rate in 48 hours | 95 % (realized: 97.7 %) | 95 % | 95 % | |||||||||||||
III. -The measurement indicators for the quality of service
Concerning the letter Verte (Article 1 of the draft decree)
The letter Verte was designed by La Poste with a view to making it a product of importance to the Within the universal service. Today, it represents the product of the most widely used stamp range (TP), in front of the Priority Letter. The draft decree provides for the implementation of an excessive delay in the distribution of the Verte letter, as has been the case for the Priority Letter since 2011. Excessive delays correspond to shipments distributed beyond J + 4, three days or more after the normal distribution period (J + 2); this rule is comparable to that used for Priority Letter (J + 1).
The Authority welcomes With satisfaction this new indicator, which will allow for enhanced monitoring of the quality of service of this essential universal service product.
Regarding the Recommended Letter (Article 1 of the draft decree)
The measurement of time limits Routing:
Until 2013, successive orders of the Minister responsible for posts relating to the quality objectives of the universal service provided that the timing of the delivery of the recommended letter should be measured according to the planned methodology By the European standard EN 14137. This standard applied in principle to the measurement of the excessive rate of loss and delay of recommended shipments; however, the methodology it provided was also adapted to the measurement of routing times. It was based on the generalization of a flashing system for the input and output of the postal network which, by comparison between the dates of these two flashes, allowed for the precise determination of the time limit for each
In November 2013, the European Committee for Standardisation decided to withdraw the EN 14137 standard, which in practice was not applied in most European countries. Since this standard has been removed, it can no longer be used as a reference to the timing of the recommended letter.
To be in compliance with the Minister's orders, La Poste undertook significant work in 2010 To put in place a measure of the quality of the recommended letter conforming to this standard and reliable. As a result of the deletion of the EN 14137 standard, it was therefore essential that the draft decree should resume the principles of the measurement methodology provided for by this standard, and currently implemented by La Poste, for the measurement of time limits Delivery of the recommended Letter. It is up to La Poste to specify the method of measurement implemented.
In addition, this draft decree introduces for the first time a specific indicator concerning the measurement of excessive time limits for the distribution of the recommended letters, With a target set as early as 2015. As with the Verte letter, whose normal routing time is also the J + 2, are considered to be the subject of an excessive delay the consignments distributed beyond four days after their deposit.
The introduction of this new indicator Appears useful and should encourage the maintenance of a good level of quality of this service while providing more information to users on its reliability.
The measure of the rate of loss of the recommended Letters:
The successive orders issued by the Minister since 2008 provided, in a systematic manner, that the rate of loss of the recommended Letters should also be measured in accordance with the EN 14137 standard. Despite the removal of this standard as a reference for measuring the loss rate of the recommended Letter, this indicator remains relevant to measuring and monitoring the quality of this service. Indeed, the recommended Letter is a service that plays an important role for consumers and businesses in their administrative, commercial or legal approaches. The follow-up of the rate of loss of the recommended Letters and the maintenance at a suitable level of this indicator therefore appear essential to ensure the reliability of this service.
La Poste proposes to introduce a measure of the rate of letters On the basis of claims recorded for this reason and to transmit the results annually to the Minister responsible for posts and to the Authority. From this perspective, it would be consistent for the decree to provide for the implementation and modalities of such a measure. It could thus provide that, " As of the year 2015, the measure of the rate of loss of the recommended Letters must be based on a computerized, explicit and auditable method.
The timing of the delivery of the recommended Letter of Receipt of the recommended Letter:
Discussions in the framework of the mailing consumer committee led by the ARCEP, as well as the results of studies conducted by La Poste, showed a strong expectation of users regarding the delivery times for receiving notifications. This is a benefit which may be indispensable for users, both individuals and professionals, in certain proceedings, particularly administrative or contentious, with regard to its legal value.
Following the Opinion Of the Authority n ° 2012-1352 of 11 December 2012, in which the latter pointed out that a measure of the deadlines for delivery of the notices of receipt had to be put in place, La Poste undertook, on the one hand, to improve the processing of the notices of Reception through their mechanization and, on the other hand, to implement a Measure of their routing time. These commitments have in part been transcribed in the company contract 2013-2017, which foresees that in 2015, based on the results of the measurement of the rate of J + 2 of the notices of receipt made in 2014, a quality of service trajectory will be Defined with a first target set for 2016.
In this context, the implementation by La Poste of the measurement of the rate of J + 2 of the notices of receipt should already be foreseen in the decree on the quality of the universal service As early as 2014, La Poste has also committed to making the results of quality of service available to the public Notice of receipt for that year in its universal service dashboard.
The order could thus provide that, " As of 2014, the measure of the quality of service of the notices of receipt of the recommended letter must be made according to a computerised, explicit and auditable method.
Concerning the Colissimo (Article 1 of the project Of order)
The measure of the quality of service of the packages of the universal service is now carried out by La Poste on the basis of a flashing of the entries in and out of the postal network. The delivery time of each package is thus measured by difference between the dates of the flashage at the entry and the exit of the network. This measure relates only to consignments of domestic packages.
As regards cross-border packages, the European Commission published, on 16 December 2013, a " Road map " For the completion of the single market for parcel delivery, which is part of its work on the development of electronic commerce and follows the publication of a Green Paper at the beginning of 2013
Identified issues such as delivery times, insufficient user information, and a significant loss and damage rate. In its roadmap, it set as the first objective the improvement of transparency and information. To this end, it provides for the Member States to be responsible for Establish clear national standards of quality of service for the delivery (transnational) of packages under the universal service obligation and [d '] ensure independent control. "
In this context, it appears necessary to carry a Particular attention to the quality of service of the transborder package and to complete, in due course, the quality of service indicators for the package.
Regarding the reshipping service (Article 3 of the draft order)
This Service, which is of great use to users, especially during a Change of address, historically the subject of a relatively large number of complaints, both to the services of La Poste and to its Ombudsman. It was therefore essential to implement an evaluation and to monitor the quality of this service. For this reason, a new indicator, relating to the rate of recovery of the reshipping service following the malfunctions reported by users, was introduced in 2013 and associated with an objective fixed by the Minister.
In the same Logical, the 2013-2017 business contract between the state and La Poste specifies that La Poste has undertaken to implement, as early as 2013, a follow-up of the rate of claims recorded on the new reshipping contracts and that an objective would be fixed As early as 2015 for this indicator. The draft decree transmitted to the Authority does not provide for anything on this point, neither for 2014 nor for 2015. However, with regard to the decision to set an objective by 2015 for the year 2016, it seems essential that a measure be already implemented upstream in order to have the most reliable device possible at the time of the fixation of the The objective. In this perspective, the order could already provide that, " As of 2015, the measurement of the rate of claim on new re-shipment contracts must be based on a computerised, explicit and auditable method.
IV. -On the level of quality of service objectives
After experiencing stagnation or even a decline in 2013, the quality of the universal service appears to be increasing again in 2014, with regard to the first figures
order to assess the scope of the quality of service objectives envisaged in the draft decree transmitted to it, the Authority analysed the progress of the quality of service results recorded by La Poste, in particular with regard to the The latest results.
About the Priority Letter
In In 2013, the quality of service of the Priority Letter rose to 87.4 % in J + 1 from 87.9 % in 2012, a decrease of 0.5 percentage points. In the first quarter of 2014, however, it appears to be rising again with a rate of J + 1 of 87.9 %.
As in 2013, the draft decree stipulates that the rate of distribution in J + 1 must be greater than 85 %. This objective is consistent with the level set out in the service quality trajectory specified in the 2013-2017.
Verte letter
For the Verte letter, the results obtained in 2013 have Showed a stagnation in quality of service, with a rate of distribution in J + 2 reaching 92.8 %, as in 2012. This level is slightly below the target set by the Minister at 93 % for 2013. However, the first quarter of 2014 marked a significant improvement compared to the first quarter of 2013, with a rate of J + 2 of 93.9 % (+ 2.2 points).
In accordance with the quality of service trajectory indicated in the company contract, The aim of the draft decree is set at 94 % of J + 2 for 2014 and 95 % by 2015. The Authority supports this progress trajectory, which is consistent with the objective established by La Poste, at the time of the launch of this offer, in 2011, to reach a rate of 95 % distribution in J
2. Indicator relating to the measurement of excessive time limits for distribution of the letter Verte, the draft decree sets as objective a distribution rate below 1 % beyond J + 4, which seems appropriate, in particular with regard to the objectives set for the Priority Letter.
About the Recommended Letter
In 2013, the Quality of the recommended letter continued its progression, with a rate of J + 2 of 95.2 %, an increase of almost 10 points since 2010. In the first quarter of 2014, the rate reached 95.5 percent. Although the recommended Letter is not a priority product, it is observed that its rate of J + 1 is also increasing, reaching 79.4 %, nearly two points higher than in 2012.
As with the Verte letter, the draft decree provides for a Goal in J + 2 of 94 % for 2014 and 95 % for 2015. With regard to the recorded results, this trajectory appears to be relevant, even if it could have been more ambitious.
With regard to the measurement of excessive delays in the distribution of the recommended letter, the draft fixed order as an objective A distribution rate above J + 4 of less than 1 %. Although a priori there was no prior follow-up to determine this quality of service threshold-an observation of the results recorded by La Poste in J + 4 in previous years would have provided a lighting -, the objective Set by the draft order appears suitable. It is also consistent with the target set for the letter Verte, whose normal delivery time is the same as that of the recommended letter.
Other quality of service objectives set out in the draft decree do not raise No particular note.
V. -Conclusion
Subject to the comments and modifications proposed in this opinion, the Authority shall deliver a favourable opinion on this draft decree on the quality of service objectives set at La Poste for 2014 and 2015.
This notice will be sent to the Minister responsible for posts and published in the Official Journal of the French Republic.
SCHEDULE
| Article 1 | Article 1 |
| Days of filing and distribution on days The quality of service indicators and objectives assigned to La Poste are defined in the table in the annex. | The days of filing and distribution in working days, the indicators and objectives of Quality of service assigned to La Poste are defined in the table in the annex. |
| The quality of service measures corresponding to these indicators and objectives must adhere to the following rules: | The quality of service measures corresponding to these Indicators and objectives must comply with the following rules: |
| 1 ° The quality of service measures of the Priority Letter, the Verte letter and the Community cross-border mail must be carried out in accordance with the European standard EN 13850. | 1 ° Service quality measures for Priority Letter, Green Letter and Community Transborder Mail must be performed in accordance with the European standard EN 13850 |
| 2 ° The quality of service measure of the recommended letter must be Carried out in a computerized, explainable, auditable and comprehensive manner. The routing time is calculated by comparing, for each shipment, on the one hand, its date of registration in the monitoring system when it is taken over by La Poste and, on the other hand, its date of registration in the tracking system of the first Attempt to distribute. | 2 ° The quality of service measure of the recommended letter should be based on a computerized, explainable, auditable method that applies to the most comprehensive database possible. The routing time is calculated by comparing, for each shipment, on the one hand, its date of registration in the monitoring system when it is taken over by La Poste and, on the other hand, the date of registration in the tracking system of the first Attempt to distribute. |
| 3 ° Beginning in 2015, the recommended loss rate of the recommended Letters should be measured using a computerized, explicit, and auditable method. | |
| 4 ° From In 2014, the measurement of the quality of service of the notices of receipt of the recommended letter must be carried out in a computerised, explicit and auditable method. | |
| 3 ° Measurement of quality of service Of the Colissimo window must be carried out in a computerised, explicit and auditable method. | 5 ° Colissimo service quality measurement must be performed using a computerized, explicit and auditable method |
| Article 3 | Section 3 |
| The measurement of the service recovery rate as a result of reported malfunctions in the reshipping service must be done in a computerized, explicit, and Auditable. | The rate of recovery of the Service due to reported malfunctions regarding the re-shipment service must be performed using a computerized, explicit and auditable method. |
| Service recovery rate after Reported malfunctions for the reshipping service is set at 95 % in 48 hours for 2014 and 2015 | The rate of service recovery due to reported malfunctions in the service Reshipping is set at 95 % in 48 hours for 2014 and 2015. |
| Starting in 2015, the measurement of the claim rate on new re-shipment contracts must be done in a computerised, explicit and auditable way |
Done at Paris, July 8, 2014.
The President,
J.-L. Silicani
