David Robottom D&S Consultants Ltd PPA Seminar 27th January 2009 IMDAS Update David Robottom D&S Consultants Ltd PPA Seminar 27th January 2009 D&S Consultants Ltd

D&S Consultants Designed and developed scheme Scheme Manager D&S Consultants Ltd

Agenda Client needs Scheme Customer Satisfaction D&S Consultants Ltd

Client Needs Trust and confidence in the mail production and distribution process Create added value Procurement filter Aid to decision making Minimise risk D&S Consultants Ltd

Supplier Benefits Competitive advantage Client’s trust and confidence Part of procurement selection Maximise efficiency within production/ mail processes Improved standards Improved performance D&S Consultants Ltd

IMDAS Background IMDAS (International Mail Distributor Accreditation Scheme) Developed by clients Developed by PPA in collaboration with MCA Across all international mail consolidators and operators Accountability and teeth Launched February 2008 D&S Consultants Ltd

IMDAS Structure Scheme is process based Audits Site visits Checks Measurement D&S Consultants Ltd

IMDAS Structure Audit Customer Pre-Advice Goods In Discrepancy Notification and Resolution Goods Out Postal Operator/ Mailing Agent- External Supplier Transparency of services and suppliers used for each mailing Invoicing Responsiveness to complaints handling Customer References Contingency Plans D&S Consultants Ltd

IMDAS Structure Customer Satisfaction survey Compliance Advisory Panel Endorsed by clients Compliance Mandatory Spot checks Advisory Panel Key stakeholders Complaints and Dispute Resolution D&S Consultants Ltd

IMDAS Promotion Launch mailing (Feb/March 08) UK Mail & Express Show, Hammersmith, London (July 08) World Postal Forum, part of Post Expo 2008, London (Oct 08) PPA Magazine Production Conference (Nov 08) PPA website, IMDAS page IMDAS Newsletter D&S Consultants Ltd

IMDAS Success                                                     D&S Consultants Ltd

IMDAS Success to date 9 accredited companies 90% of year 1 target within 80% of the year Extensive media coverage within: Trade press Sector specific press Conferences D&S Consultants Ltd

Customer Satisfaction Survey Based on survey of 6 customers per accredited company Chosen at random from 10 customers supplied 7 accredited companies involved Of surveys sent to customers, 95.2% returned completed Individual results for each accredited company Industry results (total accredited companies results) D&S Consultants Ltd

Customer Satisfaction Survey Surveys sent out w.c 3/11/08 Results compiled w.c 8/12/08 Reports sent to accredited companies w.c 12/1/09 D&S Consultants Ltd

Customer Satisfaction Survey 57.5% of customers used their IMDAS supplier on more than 20 occasions over the last 12 months All customers (100%) were likely to use international mail consolidation/distribution services in the future D&S Consultants Ltd

Customer Satisfaction Survey 68.42% of customers were more likely to use an IMDAS accredited company 92.5% likely to use their IMDAS accredited company in the future D&S Consultants Ltd

Service Aspects: Importance & Satisfaction Customers asked to rank 9 service aspects in terms of importance Scale 1=extremely unimportant to 6=extremely important D&S Consultants Ltd

D&S Consultants Ltd

Service Aspects: Importance & Satisfaction Customers asked to rank their satisfaction with IMDAS accredited company across 9 service aspects Scale 1=extremely dissatisfied to 6=extremely satisfied D&S Consultants Ltd

D&S Consultants Ltd

Service Aspects: Satisfaction Vs Importance Ratios Ratio of satisfaction ranking to importance ranking calculated <1 the satisfaction is below the level of importance and cause for concern =1 then the satisfaction meets the importance attached to the service aspect >1 then the satisfaction exceeds the importance ranking for the service aspect and is an excellent performance D&S Consultants Ltd

D&S Consultants Ltd

Service Aspects: Satisfaction Vs Importance Ratios Overall industry average ratio was 1.01 Ratios set the benchmark for future customer satisfaction survey (Nov 2009) Key driver of industry improvement and competitive advantage for accredited companies D&S Consultants Ltd

Why IMDAS? Uniquely developed by clients Meets clients needs Trust and confidence for the client Added value Minimises risk D&S Consultants Ltd

THANK YOU D&S Consultants Ltd D&S Consultants: Postal Affairs Accreditation Development Environmental Affairs Channel Development Ethical & Best Practice Direct Marketing Public Affairs Content Provision HR & Project Management David Robottom IMDAS Scheme Manager D&S Consultants Ltd (e) IMDASManager@aol.com (e) davidrobottom@aol.com (e) davidrobottom@googlemail.com (m) 07768 511108 D&S Consultants Ltd