1. BUSINESS SUPPORT PROGRAM FOR BULGARIA, ROMANIA, CROATIA AND TURKEY PROACTIN Project Dubrovnik, July 2, 2008

2. OBJECTIVES PROACTIN 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) 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

3. PARTICIPANTS

4. ACTIVITY 1 General planning Promotion Coordination Control Reporting ACTIVITY 2 Training sessions ACTIVITY 3 Dissemination Final information gathering TYPE OF ACTIVITIES

5. TIMING OF ACTIVITIES (1° YEAR) Year 1 Semester 1 Semester 2 Activity123456789101112 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

6. TIMING OF ACTIVITIES (2° YEAR) Year 2 Semester 3 Semester 4 Activity131415161718192021222324 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

7. TRAINING SESSIONS Preparatory Session April 10-11, 2008 Brussels BC Training Sessions BCdatetopic Croatia7/2008Accounting, HR Romania9/2008Quality of service Turkey10/2008Customer relations Bulgaria11/2008Regulation Trainer to Trainees Session 30 postal-acquis Trainer-Experts  200 Trainees of the BC POs

8. 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 ACTIVITIES CONCRETE 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 DISSEMINATION

9. GOOD PRACTICES Selected by the PSC and on the suggestions of the BC/EU Proactin Partners PREREQUISITS 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

10. 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 BENEFICIARIES

11. PSC: main coordination and supervising unit of the ProjectMEMBERS: 4 BCPOs 5 Working Group (WG) Chairmen PostEurop Secretary General (I. Persson) ProActin Project Manager (A. Scribellito) ProActin Scientific Coordinator (U. Triulzi) PROJECT STEERING COMMITTEE

12. 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 DELIVERABLES

13. TIMING OF ACTIVITIES (1° YEAR) Year 1 Semester 1 Semester 2 Activity123456789101112 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

14. COUNTRY REPORTS Quality of serviceAccounting DescriptionConstraintsNeedsDescriptionConstraintsNeeds HR BG RO TK Area specific conclusions Country-specific conclusions

15. 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: COUNTRY “X” - QUALITY OF SERVICE

16. 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: COUNTRY “X” - MARKETING

17. DESCRIPTION: COUNTRY “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.

18. MAIN CONSTRAINTS: COUNTRY “X” EXTERNAL CONSTRAINTS Legal framework: not clear, leaves space to several interpretations Regulatory Authority: weak in their position INTERNAL CONSTRAINTS Frequent changes in the management High turnover of postal staff  impossible to make changes Lack of knowledge (e.g. acquis, IT,…)

19. CONSTRAINTS  NEEDS 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.)

20. TRAINING NEEDS – COUNTRY “X” – QUALITY OF SERVICE QoS standards QoS measurement QoS – key for the success QoS – financial benefits

21. TRAINING 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 ?

22. NEEDS 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

23. Web platform Internal use Dissemination tool

24. Internal use sharing experience news Information

25. Postal Organizations Research Companies Potential Investors SMEs Customers Wider stakeholders

29. Objectives & activities Partners/Beneficiaries News FAQs Contacts Links Database Contents

33. Aquis aproach EU Institutions and policies/programmes Acquis related to EU enlargement Implementation of the Acquis Good practices Bibliography and Glossaries

34. Database