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BS EN 13850:2020

BS EN 13850:2020

$227.44

Postal services. Quality of services. Measurement of the transit time of end-to-end services for single piece priority mail and first class mail

Published By Publication Date Number of Pages
BSI 2020 120
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This document specifies methods for measuring the end-to-end transit time of domestic and cross-border Single Piece Priority Mail (SPPM), collected, processed and delivered by postal service operators. It considers methods using representative end-to-end samples for all types of single piece priority mail services for addressed mail with defined transit-time service levels offered to the customer. This document is applicable to the measurement of End-to-End priority mail services.

The standardised QoS-measurement method provides a uniform way for measuring the end-to-end transit time of postal items. Using a standardised measurement method will assure that the measurement will be done in an objective and equal way for all operators in accordance with the requirements of the Directive 97/67/EC and its amendments.

It is not the purpose of this document to measure the postal operators’ overall performance in a way that provides direct comparison of postal service providers.

This document relates to the measurement of the SPPM services given to household and business customers that post mail at street letterboxes, over the counter at post offices or have pick-ups at their offices. To cover flows with smaller mail volumes this document includes flexibility areas for adapted implementation. For technical reasons this document may not be suitable for the measurement of very small volumes of mail.

The end-to-end service measured may be provided by one operator or by a group of operators working either together in the same distribution chain or parallel in different distribution chains. This document is not applicable for the measurement of end-to-end transit times in fields of study with more than one induction operator (Multi-Operator Environments), which require different methodologies. The method for end-to-end measurement specified in this document is also not designed to provide results for the measurement of parts of the distribution chain.

This document is not applicable for the measurement of end-to-end transit times of bulk mailers’ services and hybrid mail, which require different measurement systems and methodologies (see, for example, EN 14534 Measurement of the transit time of end-to-end services of bulk mail).

This document includes specifications for the quality control and auditing of the measurement system.

This document does not specify:

  • the minimum acceptable level of accuracy that will be required by the national regulatory authority;

  • the target(s) that the regulatory authority might set;

  • how the regulatory authority should determine whether the target(s) have been met.

PDF Catalog

PDF Pages PDF Title
2 undefined
7 1 Scope
8 2 Normative references
3 Terms and definitions
16 4 Symbols and abbreviations
17 5 Transit time as a Quality-of-Service indicator
5.1 General
5.2 Transit time calculation
5.2.1 Measurement unit
5.2.2 Continuity of measurement
18 5.2.3 Calculation of the transit time
19 5.3 Service performance indicators
6 Methodology
6.1 Representative sample design
6.2 Minimum Sample Size (MSS)
6.2.1 Domestic measurement systems
20 6.2.2 Cross-border measurement systems
21 6.3 Determination of the design basis
6.3.1 General
6.3.2 Estimation of real mail flows
6.3.2.1 Real mail studies
6.3.2.2 Logistic / management data
22 6.3.3 Design basis
6.3.3.1 First measurement period
6.3.3.2 Running system
6.4 Discriminant Mail Characteristics (DMC)
6.4.1 General
6.4.2 Determination of the discriminant mail characteristics
23 6.4.3 Geographical stratification
24 6.5 Geographical distribution of the panel
6.5.1 General
6.5.2 Small panels up to 90 panellists
25 6.5.3 Bigger panels over 90 panellists
26 6.6 Integrity of the measurement
27 6.7 Unbiased sample design
7 Report
7.1 Measurement results
28 7.2 Estimators
7.2.1 Accuracy
7.2.2 Panel turnover in relation to accuracy
29 7.3 Weighting of the results
7.3.1 Reasons for implementing a weighting system
7.3.1.1 Weighting according to the sample design
7.3.1.2 Weighting due to non-response and invalid test items
7.3.2 Weighting caps
7.3.2.1 General
7.3.2.2 Weighting caps for each discriminant characteristic
30 7.3.2.3 Weighting caps for each individual item
7.3.3 Design changes due to annual mail characteristic and postal flow changes
7.4 Content and timing
31 8 Quality control and auditing
32 9 The annexes
33 Annex A (normative)Accuracy calculation
A.1 Scope
A.1.1 General
A.1.2 Two stage sampling approach
A.1.3 Covariance / Stratification / Accuracy calculation
A.1.4 The design factor
34 A.2 Symbols
35 A.3 Variance calculation for one stratum
A.3.1 General calculation method
A.3.2 Relation-to-total variation
36 A.3.3 Intra-relation variation
A.4 Variance calculation for a stratified sample
A.4.1 Variance of a weighted sample design
A.4.2 Final weight of the individual item
37 A.4.3 Weighting basis
A.4.4 Combination of weighting and covariance
38 A.5 Calculation of the confidence interval
A.5.1 General
A.5.2 Normal approximation
A.5.2.1 The Normal confidence interval
39 A.5.2.2 Applicability of the Normal confidence interval
40 A.5.3 Agresti-Coull approximation
41 A.5.4 Inverse Beta approximation
43 Annex B (normative)Transit Time Calculation Rule
B.1 Working week transit time calculation rule / domestic and cross-border mail
44 B.2 Calculation rules
B.2.1 Rule 1: Collection Monday-Friday / Delivery Monday-Friday
45 B.2.2 Rule 2: Collection Monday-Friday / Delivery Tuesday-Saturday
46 B.2.3 Rule 3: Collection Monday-Friday / Delivery Monday-Saturday
47 B.2.4 Rule 4: Collection Monday-Saturday / Delivery Monday-Friday
48 B.2.5 Rule 5: Collection Sunday-Friday / Delivery Monday-Friday
49 B.2.6 Rule 6: Collection Monday-Saturday / Delivery Monday-Saturday
50 B.2.7 Rule 7: Collection Sunday-Friday / Delivery Monday-Saturday
51 Annex C (normative)Quality control and auditing
C.1 Quality Control
C.1.1 Statistical design
C.1.2 Test item production
C.1.3 Provision of test items to the sender panellists
C.1.4 Sending test items
52 C.1.5 Receiving test items
C.1.6 Data collection
C.1.7 Data analysis and reporting
C.1.8 Archiving
C.1.9 Quality control and Information Technology (IT)
C.2 Auditing – general remarks
53 C.3 Audit of the design basis
C.3.1 General
C.3.2 Methodological audit
C.3.3 Results
C.4 Audit of the Quality-of-Service measurement system
C.4.1 Panel audit
54 C.4.2 Stability of the parameters
C.4.3 Instructions given to the panellists
C.4.4 General Audit of the system
55 Annex D (normative)Relaxation related to flows with small real mail volumes
D.1 General
D.1.1 Scope
D.1.2 Measurement period
D.1.3 Minimum Sample Size (MSS)
56 D.2 Domestic mail flows
57 D.3 Cross-border mail flows
59 Annex E (informative)Purpose of postal Quality of Service standards
E.1 General
E.2 Benefits of QoS standards
60 E.3 Use of the survey results for quality improvement
E.3.1 Detailed analysis
E.3.2 Other / broader concepts
E.3.2.1 General
E.3.2.2 Panellist methodologies
E.3.2.3 Technical registrations
61 Annex F (informative)Considerations before implementing EN 13850
F.1 Limitations of EN 13850
F.2 Responsibilities
F.2.1 General
62 F.2.2 Regulatory authority
F.2.3 Postal operator
63 F.2.4 Independent Performance monitoring organisation
F.2.5 Auditor
64 F.3 Design of the measurement system
F.3.1 Design parameters
65 F.3.2 Field of study
F.3.2.1 General
F.3.2.2 Domestic services
F.3.2.3 Cross border services
66 F.3.3 Geographical coverage
67 F.3.4 Design requirements due to national peculiarities
F.4 Small mail volumes
F.4.1 General
F.4.2 Domestic
F.4.3 Cross border
68 F.5 Measurement organisation
F.5.1 Role of the contractor
F.5.2 Independence
F.5.3 Tender process
69 Annex G (informative)Design basis
G.1 Discriminant characteristics
G.1.1 Representative sample design
G.1.1.1 Representativeness in a postal end-to-end network
G.1.1.2 Formats and weights
70 G.1.1.3 Type of induction and delivery
G.1.1.4 Additional mail characteristics
G.1.2 Studies for the evaluation of possible candidates
G.1.2.1 Type and extent of the evaluation
71 G.1.2.2 A quick-check of significance
72 G.1.3 Connection between Design Basis and Sample Design
73 G.2 Design basis
G.2.1 Real mail studies for domestic mail
G.2.1.1 General
74 G.2.1.2 Documentation
75 G.2.1.3 Adequate representativeness
G.2.2 Real mail studies for cross border mail
G.2.3 Alternative design bases
G.2.3.1 General
76 G.2.3.2 Alternative design bases: Proxies for existing real mail flows
G.2.3.3 Requirements for the reporting
G.3 Frequency of update
78 Annex H (informative)Implementing EN 13850
H.1 Stages of the survey
H.1.1 Preparation
H.1.1.1 General
H.1.1.2 Test mail survey planning phase
H.1.1.3 Real mail studies planning & set-up phase
H.1.1.4 Real mail studies pilot and final adjustment
H.1.1.5 Adjustment of survey design and contract phase
H.1.2 Set-up
79 H.1.3 Pilot (testing phase)
H.1.4 Faster implementation
H.1.4.1 General
H.1.4.2 Parallel run of test and real mail studies
H.1.4.3 Minor modifications
H.1.4.4 Major modifications
80 H.1.5 Measurement period
H.2 Panellists
H.2.1 Representativeness
81 H.2.2 Risk of panellist identification
H.2.3 Induction and delivery
H.2.3.1 Induction and last collection
82 H.2.3.2 Delivery and correct addressing
H.2.3.3 P.O. boxes and pick-up times
83 H.2.4 Panel turnover
84 H.3 Validation and transit time calculation
H.3.1 Data validation
H.3.1.1 General
H.3.1.2 Item-based validation
85 H.3.1.3 Panellist based validation
86 H.3.2 Service standard
H.3.3 Transit-time calculation rule
H.3.3.1 General
H.3.3.2 Mandatory calculation rule
87 H.3.3.3 Additional calculation rules
88 H.3.4 Loss
H.3.5 Force majeure
H.3.5.1 Best practice
89 H.4 Weighting
H.4.1 Weighting and stratification
H.4.1.1 General
90 H.4.1.2 Real mail distribution and Real Mail Weights (RMW)
H.4.1.3 Weighting Basis (WB) and Calculated Mode Weights (CMW)
91 H.4.1.4 Individual Final Weight (IFW)
H.4.1.5 Alternate formulation: Corrective factors
92 H.4.1.6 Illustrative example
95 H.4.2 Weighting caps
H.4.2.1 Necessity for weighting caps
96 H.4.2.2 Caps applied at the mode level
97 H.4.2.3 Caps at the item level
H.5 Reporting of results
H.5.1 Reporting
98 H.5.2 Archiving
99 H.6 Audit
H.6.1 General
H.6.2 Position of the auditor
100 H.6.3 Audit report
H.6.4 Selection of the auditor
H.6.5 Frequency of audit
H.7 Implementation timetables
106 Annex I (informative)Application of the accuracy calculation
I.1 Limitations of the accuracy calculation methods provided
I.1.1 Participants with high mail loads
I.1.2 Disproportional models beyond the capping system
I.2 Recommendations for the application of the rules
I.2.1 Unstratified end-to-end sample
107 I.2.2 Stratified simple random sample
108 I.2.3 Approximation of the Binomial distribution
I.2.4 Accuracy
I.2.5 Accuracy application
110 I.3 The sample size
I.4 General Example for a national yearly result
I.4.1 Introduction
112 I.4.2 Design factor for an unstratified end-to-end sample
I.4.2.1 Sample Size
113 I.4.3 Design factor for a stratified random sample
114 I.4.4 Accuracy calculation
I.4.4.1 General
115 I.4.4.2 Normal confidence interval
I.4.4.3 Alternative confidence intervals
116 I.5 Simplified scenarios
I.5.1 General
I.5.2 Transit time results up to 96 %
I.5.3 Fully proportional sample
117 I.5.4 Single induction / delivery point
I.5.5 Induction / delivery point with only one letter

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BS EN 13850:2020
$227.44