Subject: YourIPC - Postal market and regulatory news - 09 May

Bi-weekly update on IPC: your gateway to the postal industry. Click here to view this email online.
09 May 2019
In this issue

IPC news
  • IPC'S Global Customer Service System 20th anniversary testimonial
  • New Data Sharing Agreement addresses GDPR requirements for posts
  • Over 20 Chief Executives of leading postal operators worldwide to gather in Bonn, Germany on 24 May to discuss sustainability
Market news
  • Top story: Over 50% of PostNL revenue now relates to e-commerce
  • More news in our News Portal
Regulatory news
IPC news
New Data Sharing Agreement addresses GDPR requirements for posts

Origin postal operators send electronic data on international postal items to destination postal operators, ahead of despatching them. This advance data can be used by the destination post for operational tracking, customs clearance, and the provision of postal services. Postal operators exchanging such electronic data also agree on standards for, and the handling of, shared customs data.

In 2015, IPC set up a multilateral agreement as a framework for posts who exchange electronic customs data to be able to rely on partner posts to maintain personal data privacy and ensure ITMATT information is used only for purposes directly linked to border clearance for postal items. This Data Sharing Agreement, formally titled the “Agreement for the Electronic Exchange of Customs Data” and now known as “DSA 1”, significantly contributes to improving postal services and efficiency.

The EU General Data Protection Regulation (GDPR), which entered into force in 2018, increased the data protection requirements for posts sending personal private data outside of the EU/EEA. EU/EEA posts must ensure the personal data they hold and send to postal partners are processed securely and in accordance with GDPR.

To help posts meet GDPR requirements a new multilateral agreement has been developed. This new Data Sharing Agreement, formally titled the “Agreement for the Electronic Exchange of Postal Service Data” and now known as “DSA 2”, is in force and active since 05 October 2018, alongside DSA 1.


IPC'S Global Customer Service System 20th anniversary testimonial

On the occasion of the 20th anniversary of its Customer Service system, IPC asked posts using the service how GCSS helps them in their daily operations. Sonia Santos Salgueiro, in charge of Process Optimisation at CTT Portugal Post shares with us why she values GCSS.

Why do you value GCSS?

IPC's Global Customer Service System (GCSS) was launched in July 2013 as a new generation system to meet customers’ expectations towards postal and e-commerce markets that are rapidly growing. The GCSS inquiry workflow enables postal Customer Service (CS) departments to be more competitive and provide a better e-customer experience thanks to the six GCSS principles of quality

What GCSS feature do you value most? And, why?

GCSS is a unique platform which allows customer service call centres worldwide to exchange customer queries about barcoded items in a standardised manner, with enhanced tracking and data capture at source. Through the BI Tool, CTT's Customer Service (CS) management has access to powerful data analytics and visualisation tools that allows us to monitor the call centres’ performance, detect issues, investigate bottlenecks, drill down into workflow data and coach our agents to provide a more quality oriented customer and co-operators experience. The GCSS Content Management System has been a training platform for new agents, but also a knowledge base for refreshment courses. Having a single platform for all international queries is essential to maintain efficiency, standardisation and unique training programs.

How important is it to your organisation to have only one cross border tracked item inquiry system for all products?

CTT Portugal Post has two local CRMs (one for Parcels and PRIME and a second for EPG, EMS and INTERCONNECT) and we are currently developing a new CRM to improve, standardise and expedite all customer service activities. GCSS allows us to manage the complexity of the seven products supported by CTT (EPG, EMS, Expres, Parcels, Interconnect Premium, Standard Letters and Standard Parcels) in a standardized manner, with similar procedures, types of requests/replies, KPIs and reports, a single training forum and point of contact for new developments and system helpdesk.

With our new CRM, we aim to apply the same standardisation methodology. Having more than one cross border tracked item inquiry system for all would be giving a tremendous step back.


Over 20 Chief Executives of leading postal operators worldwide to gather in Bonn, Germany on 24 May to discuss sustainability

IPC’s Annual Conference 2019 will take place in Bonn, Germany on 24 May 2019 and will focus on postal sector sustainability and the challenges for the next ten years. 

Some of the questions to be address include: How can posts, through their ubiquitous physical network, contribute to a sustainable delivery model? How can innovative delivery methods play a role in the development of sustainable logistics? How well has the postal sector performed in sustainability over the last ten years? What will be the new challenges, measurements and targets that will shape the sustainability programme for the next ten years? What will be the requirements of stakeholders for future postal sector sustainability initiative? These topics and many others will be at the heart of the discussions between postal executives. 

Ten years ago, postal operators were among the first to launch a sector-wide programme to measure and reduce carbon emissions through IPC. The postal sector is therefore often seen as an example by many sectors. Coinciding with the tenth anniversary of the launch of the programme, the IPC Annual Conference will look at progress made so far and at how posts can renew their commitment.

Global sustainability experts and thought leaders have been invited to speak and debate. Dr Richard Hewston, Principal Consultant, Environment and Climate Change, Verisk Maplecroft will present together with Marc Daelman, Partner, PwC Belgium the achievements of the IPC postal sector sustainability programme and will discuss its alignment with some selected UN Sustainable Development Goals. Keynote speakers will include: Peter Bakker, President and CEO of the World Business Council for Sustainable Development, as well as Patricia Espinosa, Executive Secretary of the United Framework Convention on Climate Change (UNFCCC). 

Market news
Over 50% of PostNL revenue now relates to e-commerce

Herna Verhagen, CEO of PostNL: “This year, we continue to build on a strong platform for further growth. Step by step we are realising our strategy of becoming the postal and e-commerce logistics company of choice for customers. 

In Q1 2019, 51% of our revenue came from activities related to e-commerce, evidencing our transition. Underlying cash operating income was broadly in line with last year. 

We will stay focussed on improving the operational leverage in Parcels and continue to have attention for the realisation of our cost savings plans in Mail in the Netherlands. We confirm our outlook for 2019.

Today, we host our Capital Markets Day ‘Focus on our potential’. We will explain how we will further improve the balance between continuing volume growth, profitability and cash flow in Parcels.”

Latest news


09-05-2019 – New Data Sharing Agreement addresses GDPR requirements for posts
09-05-2019 – IPC'S Global Customer Service System 20th anniversary testimonial
08-05-2019 – Posti postpones mail delivery changes in Turku archipelago due to investigation
07-05-2019 – Over 50% of PostNL revenue now relates to e-commerce
07-05-2019 – New FedEx Office Survey Finds Vast Majority of Small Business Owners and Consumers Choose Professional Printing Services to Compete and Grow
06-05-2019 – Send and collect parcels at around 300 Migros branches
03-05-2019 – Digital freight platform Saloodo! now available for customers in the Middle East
03-05-2019 – PostNord has terminated its lease contract for its Solna headquarters



Regulatory news
Measures are needed to secure the future of postal services

In order to secure a future postal service with high reliability and good quality, both, suppliers and consumers need to adapt. This is stated by the National Post and Telecom Agency (PTS) in the report Swedish postal market 2019. If no action is taken, there is a risk that the universal postal service will no longer be self-financed.
PTS is tasked with monitoring, analysing and describing the development of the postal market. Each year, the authority publishes the Swedish postal market report, which describes, among other things, the development in the volumes and the competition situation in the postal market.

Continued digitization and reduced letter volumes

PTS can conclude that the ongoing digitization continues, and with that the letter volumes fall. In 2018, the number of letters decreased by about eight percent, or nearly 183 million letters. At the same time, it is almost three million Swedes over the age of 18 who choose to receive mail from authorities and companies through a secure digital mailbox.

The complaints are diminishing but challenges remain

In general, complaints and comments regarding postal services have decreased in 2018 compared with the previous year. However, the number of complaints per item has increased for some of PostNord's services such as domestic packages. 

Latest news

08-05-2019 – Posti postpones mail delivery changes in Turku archipelago due to investigation
07-05-2019 – The CNMC give Correos y Telégrafos a 60,000 euro fine for violating postal delivery conditions in Palma de Mallorca
30-04-2019 – ANACOM orders CTT to correct information given to postal service offices about complaint books
19-04-2019 – PRC Releases Report on Postal Service Financial Condition: Losses from Operations Continue to Grow
18-04-2019
– Poste Italiane: strenghtening of the Express Courier business within the “Consolidated Offer” project
18-04-2019 – Federal Network Agency publishes draft decision on the increase of letter mail prices by July 1, 2019
17-04-2019 – Digital Single Market: Commission welcomes European Parliament's vote on new rules to improve fairness and transparency of online platforms
15-04-2019 – Posti plans to increase the number of its service points – some of Posti’s own outlets would close
15-04-2019 – Measures are needed to secure the future of postal services
15-04-2019 – Trade with the United States: Council authorises negotiations on elimination of tariffs for industrial goods and on conformity assessment
12-04-2019 – PRC Assess USPS Pricing and Service in 2018 Annual Compliance Determination: Directs Postal Service to Address a Number of Outstanding Compliance Issues

The IPC Publications Team
International Post Corporation
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