Compania Naţională Poşta Română SA
Annual Report 2009
Cuprins 1. Highlights of postal history 2. Mission, values, human resources 3. The President’s Statement 4. Postal services market 5. Specialised branches 6. Operational Activity 7. Trading activity 8. Financial indicators 9. Investment and development 10. Quality Certification System 11. Events of 2009 12. Projects, perspectives, targets
Pag. 2
1. Highlights of postal history 1399 – The Charter is issued by Prince Mircea cel Bătrân The first document regarding the existence of postal services in Romania is issued at Giurgiu.
1858 – "The Bull Head" Postage stamps are introduced in Moldova. Four values of the first issue are printed with a manual press, piece by piece. 1864 – The establishment of modern post office Prince Alexandru Ioan Cuza ruled the merging of the postal service with the telegraph, and in 1893 the telephone service was added. 1865 – “The Post Office and Telegraph Act” The first law regarding the organisation of communications sector. 1874 – Universal Postal Union (UPU) The first Postal Congress is held at Berne following which the Universal Postal Union is established. Romania is one of the 22 founding members of the organisation. 1991 – Romanian Post Office Autonomous Administration In June, the Government Decision no. 448/27 ruled the establishment of the Romanian Post Office Autonomous Administration, thus rendering the postal services financially autonomous. 1992 – Regionalisation programme The first step towards decentralization was based on four principles: organisational structure, quality, economic and international principles.
Pag. 3
June 27th, 1996 – Postal Services Act The Romanian Post Office becomes the national public operator. 1998 – CN Poşta Română SA The Romanian Post Office Autonomous Administration was converted into a joint stock company, which is also its current status. 2004 – Appointment as a universal service provider CN Poşta Română has been appointed the universal service provider in the field of postal services for a period of 5 years. 2009 – The appointment period of CN Poşta Română SA as a universal service provider in the field of postal services was extended until December 31st, 2012. The company is granted the exclusive right to provide postal services covering mail items, whether their delivery is accelerated or not, whose weight is less than 50 g, against a fee inferior to 2 lei.
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2. Misiune, valori, resurse umane Mission: We have been providing our services to people for 150 years and we have been helping them connect to each other, regardless of the location where they live, work and travel Fundamental values:
Trust Tradition Safety Performance
Valori de reprezentare: National coverage Service diversity Professionalism Principles governing the activity of the company: Integrity: we act in a spirit of integrity and honesty in everything we do, we strive to increase the company's values and keep the promises made to ourselves and our customers. Experience: based on the experience of past actions we learn to know each other better. Our activity proves that we are a reliable company always close to its customers. Respect: the respect for our customers, colleagues, partners, legislation and environment is the foundation of our development. Expedience: the advantages of our performance consist in the constant concern to become more efficient, faster and more prompt. Results: we continually seek to improve the quality of our services with over 35,000 postal employees and a network of over 7,000 units.
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Human resources Human resources have always been our main advantage. People are the most important resource of CN Poşta Română SA and therefore, we invest in continuous development and improvement. Human values are the key to our success. Open communication is ensured through a working environment where opinions and initiative are encouraged and appreciated. Professional standards are maintained and improved continuous professional development of employees.
through
the
Customer orientation motivates and helps us provide complete and effective solutions.
In 2009 the staff structure was as follows: Total staff as of January 31st, 2009: 35,928 Total staff as of December 31st, 2009: 36,004 Total postmen: 11,376
PERSONNEL STRUCTURE - EMPLOYMENT POZITION
STRUCTURĂ PERSONAL - EDUCAŢIE
Functional Auxiliary 6% Management 1% 4% Secondary education
Operational 89%
Higher education 6% Gymnasium Education 31%
63%
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3. The President’s Statement Ever since its establishment, Compania Naţională Poşta Română has been proving that, regardless the vicissitudes of times, it was and remains, as our slogan says, “part of the Romanians’ life”. This implies responsibility and readiness towards the social and economic role played by Poşta Română in society, values that have never been abandoned and that guide our entire activity. The year 2009 was a year preparing the company for the important process of reorganisation and restructuring in order to improve its activity. More specifically, it is a new stage in the life of Poşta Română that will bring about new positive changes with medium and long-term effects. In addition to the efforts for rendering its activity more efficient, Poşta Română managed at the end of last year to maintain its turnover level during a year when Romania was already witnessing the economic downturn on the international financial market. Thus, in an economic climate more and more unfavourable, we understood that it is essential to adapt to the needs of the community. All these issues that represented our main concern throughout the year 2009 will culminate with the standardization of services provided by Poşta Română to its customers once the quality certification ISO 9001 is obtained. In the future, the implementation of development plans and achievement of each target will only be possible with highly trained human resources. The company's management is responsible before employees not only to preserve jobs, but also to provide an increasingly better training environment. In this respect, the investment in human resources helps our company maintain a high level in the collaboration relationships with new business partners, but also with our traditional customers. This is particularly important since we are dealing with a national economy in
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search of solutions to the financial crisis, but also due to the fact that, in 2013, CN Poşta Română, a national traditional symbol, will have to cope successfully with the liberalisation process of specialised market.
President of the BoA and General Manager of CNPR
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4. Postal services market The overall analysis of the postal services market throughout 2009 emphasizes that the efforts related to retaining customers and gaining new customers have been increasingly intense. In this respect, Poşta Română is striving to meet the customers’ needs manifested by increasingly higher standards both in terms of quality of services, rapidity and safety of delivery, possibilities to track items, additional services related to postal services and flexibility of offers and guarantees provided. Customer orientation, the development of integrated service packages, the initiation of new business development projects mainly based on the use of web platforms, as well as the continuous improvement of service quality are some of the strategic priorities in developing the activity of Poşta Română. The main factors influencing the demand for postal services are:
echnological factors associated with socio-cultural factors (patterns of behaviour on a given market); they have been recently leading to the creation of new ways of meeting customer needs (the Internet is increasingly replacing the dispatch of traditional letters, cards and ATMs have become more convenient for users than going to the post office to pay utilities, for example). Although technological factors apparently reduce the demand for postal services, they also have the role of contributing to the development of new postal products and services and attracting new customers (they may underlie offer diversification solutions, being directly or indirectly reflected in the evolution of the market);
legal factors: consumer protection law, postal law; since they are restrictive and require the maintenance of costly services, they can
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influence the structure of postal services limiting in some cases the possibilities for customization;
f economic and business environment factors; they directly influence the demand for postal services, both globally and regionally.
Universal service in the field of postal services Compania Naţională Poşta Română SA is bound to provide the following postal services in the field of universal service across Romania, for a period ending on December 31st, 2012: 1. the collection, sorting, transport and delivery of mail items, domestic and international printed papers and domestic direct mail weighing up to 2 kg (inclusively); 2. the
collection, sorting, transport and delivery of domestic and
international postal parcels weighing up to 10 kg (inclusively); 3. the delivery of postal parcels with weight limits between 10 kg and 20 kg (inclusively) sent from outside Romania to an address across Romania; 4. registered mail service having as object the postal items mentioned under paragraphs 1, 2 and 3; insured value mail service having as object the postal items mentioned under paragraphs 1, 2 and 3; CN Poşta Română is also granted the exclusive right to provide the following postal services until December 31st, 2012:
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a)
the collection, sorting, transport and delivery of domestic mail items whose weight does not exceed 50 g against a fee inferior to 2 lei;
b)
the delivery of mail items whose weight does not exceed 50 g, sent from outside Romania to an address across Romania.
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5. Specialised branches In 2009 Poşta Română provided various specific services by means of its specialised branches:
Express Courier Division Express
Courier
specialised
Division,
express
the
courier
branch of CN Poşta Română, has a substantial network of working facilities across the country, its own fleet and staff. Established as a result of the development
of
increasingly
diverse and intense business relations between economic agents, the Express Courier Division offers by means of its services an alternative to the other similar services operating on the domestic and foreign market, ensuring besides efficiency, a pricing policy adapted to the current economy. The resources of the branch facilitate the dispatch and receipt of items at competitive parameters and particularly at a value for money appreciated on the market.
Direcţia Servicii Financiare The Financial Services Division, a specialised component of Poşta Română, carries out an activity focused on financial services and products.
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By means of its postal subunit network, the Financial Services Division provides its customers with domestic and international money transfer services (Eurogiro, Western Union), financial and banking services (prepaid MasterCard card), as well as with the opportunity to make cash payments for a wide range of utility providers and banking and financial institutions. Moreover, the Financial Services Division has the role of a transit and control centre for both classic financial services and those based on new technologies.
Shipping Division The Shipping Division is the branch of Compania Naţională Poşta Română specialised in integrated direct marketing services, sale by mail and press delivery. The activities undertaken in 2009 by this branch focused particularly on increasing the customer portfolio, configuring more attractive offers for large customers and being closer to partners by providing the most convenient solutions for their advertising campaigns. The main objectives of the Shipping Division consisted in increasing the number of users of direct marketing services provided, improving the quality of services and implicitly increasing the satisfaction of business partners.
Stamp Factory The Stamp Factory, a printing house of old tradition founded in 1872, manufactures a wide range of high quality products, combining all types of printing: offset printing, gravure printing and high printing. The printing house mainly focuses on printing special products: stamps, postal
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stationery, stock, bank certificates, checks, diplomas, tickets for sporting and cultural activities, etc. In 2004 an important modernization and technological upgrading process was initiated by the purchase of new, highly performing printing equipment and machinery. Fully computerassisted, the new printing process ensures rapidity (15,000 sheets / hour) and high quality. In addition, the programming, standardization and maintenance of parameters for repeatable commands (labels, stamps, fiscal stamps, printed papers, etc.) are ensured, thus saving substantial working time. Besides the new equipment, highly performing DTP (Desktop Publishing) and Prepress computers and automated installations for aluminium films and plates required for printing grant the Stamp Factory a high ranking among highly performing printing houses across Romania.
National Philatelic Museum The National Philatelic Museum was inaugurated in early October 2004 during the Universal Postal Union congress in Bucharest. The 3 display rooms contain a part of over 11 million stamps in the patrimony, representing approximately 3,000,000 philatelic series, some of which are unique worldwide. The same location displays the original steel moulds which were used to print the four values of the first issue of Moldova’s Bull Head (1858), samples, models and specific exhibits related to stamp manufacturing methods from 1872 until today. The National Philatelic Museum also displays various postal items from the second half of the 19th century and first half of the 20th century, illustrating the evolution of the Romanian Post Office throughout this period. These include old paintings, postal
prints
and stationery,
post office
furniture, mail
carriages, value cases.
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Among the representative pieces on display there are coachmen outfits, a metal value case bearing the emblem of the Principality of Moldavia from 1840, the documents of the UPU Congress in Vienna (1891), the birch bark postcard sent during the Battle of Mărăşeşti of War World I, postal maps of 1849 and 1873 and an extensive bibliography (books, catalogues, articles, etc.) on the Romanian philatelic history, as well as diplomas and medals obtained by CN Poşta Română over the years.
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6. Operational Activity The Romanian Services Market The
territorial
Poşta
Postal
network
Română
access
to
the
of
ensures company’s
services for approximately 15 million customers a month (about
30%
of
the
total
volume of activities carried out
through
the
postal
network are performed by natural
persons
and
legal
entities without a contract). The postal network of Compania Naţională Poşta Română traditionally held and still holds a privileged position on the market of service operators and product
providers,
for
both
individuals
and
economic
agents
and
institutions of any kind. Thus, Poşta Română plays an important role on the market of transactions between economic agents and individuals. The postal network is able to meet most of the requirements regarding communication, delivery of products and goods, money transfer, etc. For many citizens, the postal services represent a means of social integration and fostering the access to information and trade. National Subunit Network C.N. Poşta Română SA has a very extensive network of operational postal subunits (over 7,000) covering the entire national territory. This network
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ensures primarily the provision of the universal postal service for all areas of the country, in accordance with national and international regulations in the field. A total of over 30,000 postal employees work in these operational subunits, representing an impressive human resource, made permanently available to customers across the country.
The Structure and Evolution in Time of the Postal Subunit Network In the period 2005 - 2009, CN PoĹ&#x;ta Română has not witnessed a fluctuation in the number of postal subunits. Their number was 7064 in 2005 and 7.060 in 2009 and the aim of maintaining the number of postal subunits was to improve the efficiency of the activity within the company. Operative postal subunits are found across the country and ensure the provision of the entire service portfolio of CNPR (postal, financial, banking, direct marketing, indoor advertising, electronic mail, commercial services, contract and agreement-based services etc.). Operative postal subunits are subordinate to County Post Offices (OJP) and District Zonal Offices (OZS) in the case of postal subunits in Bucharest.
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Situation of VPN/ADSL Offices CN Poşta Română currently holds a computer network grouped into two categories:
Virtual
Private
Network
(VPN)
and
Dial-Up
(ADSL).
Computerization is a strategic objective of the company, allowing to conduct operations under the best safety conditions, given the fact that secure computer systems and private communications networks are used. Regional Directorate
VPN Offices
ADSL Offices
Bucureşti
103
-
Braşov
75
67
Bacău
29
28
Craiova
42
35
Constanta
40
29
Cluj
71
44
Timişoara
77
37
Iaşi
49
25
Galaţi
34
15
Ploieşti
53
38
Total
573
318
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7. Trading activity DOMESTIC AND INTERNATIONAL MAIL Written communication printed or recorded on material support, to be transported and delivered otherwise than electronically - at the
address
sender
on
indicated the
item
by
the
or
its
packaging. This
category
includes
letters,
postcards
(simple
postcards,
semi-
illustrates, picture postcards, greeting cards), aerogrammes.
The evolution of income from letter mail during 2008-2009 Thousand lei:
YEAR 2008
YEAR 2009
Pag. 19
The evolution of income from domestic Acknowledgment of Receipt letters (A.R.) in 2008-2009 Thousand lei:
YEAR 2008
YEAR 2009
The evolution of income from international Acknowledgment of Receipt letters (A.R.) in 2008-2009 Thousand lei:
YEAR 2008
YEAR 2009
Pag. 20
PRESS SUBSCRIPTIONS Newspaper, magazine delivery contracts.
subscription
contracts
and
home/head
office
DOMESTIC AND INTERNATIONAL POSTAL PARCELS Mail items containing goods with or without commercial value; parcels should not contain other postal items. The evolution of income from postal parcels during 2008-2009 Thousand lei:
YEAR 2008
YEAR 2009
ANNOUNCED PARCELS Postal item ensuring the transport and delivery of goods with or without commercial
value,
which
can
circulate
unconditionally
in
standard
packages (bags, satchels); the sender is required to notify the addressee regarding the date and time when he/she can come to the post office to pick up the announced parcel.
Pag. 21
The evolution of income from Cash on Delivery Service during 2008-2009 Thousand lei:
YEAR 2008
YEAR 2009
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DOMESTIC EXPRESS SERVICES
Prioripost Represents the domestic express service of Poşta Română for documents and goods, available to customers in a large network of approximately 1,000 localities.
Prioripost with fixed insured value Express items of financial-accounting or fiscal documents.
Ultrapost Domestic ultra-fast taking over, transport and delivery service for postal items in and between approximately 18 cities.
INTERNATIONAL EXPRESS SERVICES
EMS Express Mail Service grants the rapid dispatch of documents and goods to international destinations, against fees set according to the countries of destination and weight levels.
SKYPAK International rapid courier product carried out based on a partnership between Compania Naţională Poşta Română S.A. and TNT Romania, for sending documents and goods in over 231 countries and territories.
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The evolution of income from Express Services during 2008-2009 Thousand lei:
YEAR 2008
YEAR 2009
DOMESTIC MONEY TRANSFER
Domestic money order A registered item by means of which a postal subunit ensures the remittance to a certain destination of an amount of money (in lei) entrusted by the sender. The payment is made in cash or in a bank account. Electronic money order A service ensuring the electronic remittance of unlimited amounts of money, in RON, to the addressee, at any postal address or directly in a corporate account.
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On-line money order A service ensuring the electronic remittance of an unlimited amount of money, in RON, within 1 hour from depositing of the amount, provided that the recipient is present at the postal subunit of destination.
The evolution of income from Domestic Financial Services during 20082009 Thousand lei:
YEAR 2008
YEAR 2009
INTERNATIONAL MONEY TRANSFER
International money order A financial service allowing customers to send and receive money (EURO/USD), available for countries that are part of agreements. The addressee is notified on the arrival of the international money order and
Pag. 25
asked to come at the post office designated to perform this service for the addressee’s area of residence.
EUROGIRO Specialised financial service allowing the transfer of money (EURO/USD) – for the countries that are part of agreements – in a fast and safe system, based on an electronic system of money transfer. The addressee is notified on the arrival of EUROGIRO money order and asked to come at the post office designated to perform this service for the addressee’s area of residence. The Cash EUROGIRO service (also called EUROGIRO-CODE) facilitates the international transfer of cash on delivery amounts collected from the addressees of postal items accompanied by international cash on delivery money orders.
EUROGIRO Cash Internaţional EUROGIRO Cash International (E.C.I.) is a specialised financial service provided by Eurogiro and the International Postal Union by means of Eurogiro network allowing customers to send and receive cash (Euro) at the post office desk. The transfer is performed in a fast and safe system, based on an electronic system of money transfer, and the payment can be made after two days (but not later than 30 days). The sender must inform the addressee about the transfer and the details of the operation.
Western Union Fast and secure money transfer (it may be available within 10 minutes), accessible through a network of over 345,000 locations in over 200
Pag. 26
countries. The sender must inform the addressee about the transfer and the details of the operation.
The evolution of income from Western Union financial transfers during 2008-2009 Thousand lei:
YEAR 2008
YEAR 2009
PREPAID CARD Poşta Română, in partnership with APS (Advanced Payment Solutions), offers the prepaid Cashplus MasterCard, an ideal money management tool, to make payments and purchases at retailers or directly online.
PAYMENT OF INVOICES AND INSTALMENTS Poşta Română provides its customers with the possibility to pay at the postal subunits the equivalent value of invoices issued by the main utility and service providers (Romtelecom, Orange, Cosmote, Telemobil (Zapp), Electrica, GDF Suez, UPC, DTH Television (Boom TV), Akta, Atlas Telecom, Eufonika, Avon) and the instalments under consumer loan contracts (BRD Finance, Citibank, Raiffeisen Bank S.A., Credit Europe Bank, Garanti Bank Pag. 27
International, Porsche Bank, Millennium Bank, RBS Bank, Cetelem, EFG Retail Services IFN S.A., GE Money).
The evolution of income from Loan Instalment Collections during 20082009 Thousand lei:
YEAR 2008
YEAR 2009
ROVIGNETTES Poşta Română subunits provide their customers with the possibility to pay the fee for using the national road network in Romania for periods of 1 day, 7 days, 30 days or 12 months and the issue of rovignettes.
MAIL BOXES By means of its subunits, Poşta Română offers for rent mailboxes for customers (natural persons or legal entities) who want to pick up personally, by proxy or delegate the items in the following categories of services: mail letters (correspondence, printed papers, Infadres, "M" bags), parcels, Prioripost, money orders.
Pag. 28
COMERCIALIZARE PRODUSE Poşta Română subunits offer for sale a wide range of items: stamps, fiscal and legal stamps, postal stationery, telephone and internet access cards, packaging, stationery and office items, consumables and other consumer goods.
DIRECT MARKETING SERVICES Infadres (Direct mail) Direct mail items that consist solely of advertising or marketing materials containing
an
identical
message,
except
the
name,
address
and
identification number of the addressee, as well as other modifications that do not alter the content of the message. Postmesager Domestic items (weighing up to 20 grams) that consist solely of advertising or marketing materials containing an identical message, except certain changes that do not alter the content of the message. The items are delivered to addressees without an address specified by the sender (unaddressed items). Postmesager Plus Domestic items (weighing up to 20 grams) that consist solely of advertising or marketing materials containing an identical message, except for certain changes that do not alter the content of the message. These items are delivered to a specific market segment, selected by the customer or provided by Compania Naţională Poşta Română, possible to apply (semi-addressed items).
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Postcatalog Domestic items (weighing 21- 2,000 grams) that consist solely of advertising or marketing materials containing identical messages, except for certain changes that do not alter the content of the message. Postafiş The display of advertising posters at the premises of Poşta Română. Produse şi servicii ale Fabricii de Timbre:
Stamps (legal), blocks, sheets, mini-sheets;
Miscellaneous: posters, diplomas, presentation folders, certificates, greeting cards, calendars, brochures, prospectuses, magazines, covers, catalogues, leaflets, etiquettes on chromo paper or stickers, light packaging, broached books;
Ştamps;
Correspondence envelopes,
envelopes,
theme
various
envelopes
with
envelopes
printed
stamp,
(customized event
and
anniversary envelopes);
Normal regime forms (postal specific forms), special regime forms (fiscal invoices, shipment slips, receipt books, deposit certificates, cheques, shares, bonds, payment orders, diplomas);
Postcards;
Postal
stationery:
money
orders,
remittance
bulletins,
semi-
illustrated postcards;
Newspapers;
Invoices: database processing (variable data printer), folding, and insertion in envelopes.
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8. Financial indicators Main economic and financial indicators achieved in 2009, compared with the approved income and expenditure budget - mii lei BUGETAT 2009
REALIZAT 2009
+/-
Grad de realizare %
TOTAL INCOME
1,543,950
1,500,147
- 43,803
97.16
Income from operation
1,487,300
1,458,436
-28,864
98.06
56.650
41.711
-14.939
73,63
TOTAL EXPENSES
1.539.075
1.681.670
142.595
109,26
Operational expenses
1.533.438
1.669.423
135.985
108,87
Financial expenses
5.637
12.247
6.610
217,26
GROSS RESULT
4.875
-181.523
-186.398
-3.723,55
Result from operations
-46.138
-210.987
-164.849
457,30
Financial result
51.013
29.464
-21.549
57,76
INDICATORI
Financial income
The deterioration of the gross result of C.N. Poşta Română S.A. in 2009, when the company witnessed a gross loss of 181,523 thousand lei, was the result of several factors: a downward trend in the volume of mail activities performed by C.N.P.R. in early 2009, mainly due to the worsening economic crisis, which affected the postal services market and decreased the growth pace of C.N.P.R. turnover rate; them conclusion of asset and service purchase contracts in the second half of 2008, which encumbered expenditure during 2009 and exceeding the expenditure proposed in the approved budget.
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In these circumstances, despite the efforts made during 2009 to attract new customers and increase the volume of activities on one hand, and on the other hand the efforts for a responsible management of certain categories of expenditure and renegotiation of certain contracts with the providers of services necessary to carry out the activity of Poşta Română, the growth rate of total expenditure in 2009 compared to 2008 was much higher than the growth rate of total income, which led to the deterioration of the economic and financial situation of Poşta Română in 2009.
Pag. 32
9. Investment and development C.N.P.R.'s
investment
strategy
was
primarily
at
aimed creating
appropriate conditions for the performance of postal activities and the creation of a better image of Poşta Română
by
ensuring
optimal working areas for employees.
The main categories of investment made in 2009 were: Constructions works
upgrading and development of buildings that have improved the working conditions for employees;
the initiation of the project to reduce risks in the event of natural disasters and preparedness for emergency situations, a project which is part of the "Programme for the Prevention and Risk Management during Natural Disasters - Part B: Seismic risk reduction".
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Purchase of postal equipment and machinery Quality, increased speed, reliability and high efficiency are just some of the features of the new equipment. The technological upgrading of postal services at European standards will implicitly lead to attracting new customers and a diversification of services provided to the public. In 2010 "further investment" will continue under the form of works or purchases for which procurement contracts are in place with suppliers, designers or constructors who won the tenders or invitations to tender and require immediate payment.
Pag. 34
10. Quality Certification System
Postage service quality is a constant concern of C.N. Poşta Română, in terms of achieving its permanent mission to ensure the timely delivery of postal items on the national territory, as well as to accomplish the increasingly strict demands of its customers. In order to materialise the continuous quality improvement aspirations, C.N. Poşta Română decided to implement the quality management system in accordance with SR EN ISO 9001:2008 standard, an important goal which gives users confidence in the services provided, thus becoming a decisive factor in increasing the competitiveness and credibility of the Company. Thus, during 2009 the following objectives have been achieved in the quality management system:
Implementation and certification of the Quality Management System in accordance with the requirements of SR EN ISO 9001:2008 standard, within Bucharest Shipping Division and Bucharest Express Courier Division.
Elaboration and approval of all documents related to the Quality Management System, according to the requirements of SR EN ISO 9001:2008 standard (by the Decision of the Board of Administration
Pag. 35
No. 2/08.12.2009). The date of February, 1st 2010 was set as the deadline for obtaining the C.N.P.R. certification for the fields of activity "postal
activities
carried
out
under
the
universal
service
obligation. Other postal and courier activities".
Organization of "Training courses for internal auditors of quality management systems, in accordance with the requirements of SR EN ISO 9001:2008 standard" for a total of 60 employees. The process will also continue in 2010, aimed at training internal auditors of quality management systems for newly established branches.
Within C.N. Poşta Română S.A., the statistical determinations for internal mail items of the fastest standard category are made according to SR EN 13850:2003 standard - (Postal services. Service Quality) by an independent monitoring body; in accordance with the laws in force concerning intra-European international items in the fastest standard category, the UNEX system was used and the measurements were carried out by an independent monitoring company. The auditing of the measurement results required to assess the quality objectives, in compliance with SR EN 13850:2003 standard was also carried out by independent experts.
Pag. 36
Perspectives and objectives pursued in 2010
"The ISO 9001:2008 Certification" for "postal activities carried out under the universal service obligation and other postal and courier activities" is a confirmation that the management system configured within the organisation meets the requirements imposed by the standard. The implementation of the Quality Management System within C.N. Poşta Română S.A., in accordance with SR EN ISO 9001:2008
standard
reassures
the
service
users
regarding
the
consistency of the service quality, becoming a decisive factor in increasing the competitiveness and credibility of the company.
C.N.P.R. will consider the designing of the Internal Managerial Control System, according to the provisions of the Decree no. 946 of July the 4th, 2005 for the approval of the internal control Code, containing the internal management/control standards within public entities and for the development of the managerial control systems, as amended and supplemented, under the coordination and counselling of M.C.S.I. representatives.
The process of implementation and certification of the Quality Management
System
was
initiated,
under
the
international
accreditation referential SR EN ISO 9001:2008 for the Financial Services Branch.
The
implementation
and
certification
of
Information
Security
Management System within C.N. Poşta Română S.A. is in progress as well, in accordance with the requirements of ISO / IEC 27001:2006 standard.
Pag. 37
11. Events of 2009 Epistolary contest Since 1991, in cooperation with the Ministry of Education, Research and Innovation, Poşta Română has been organising an annual epistolary contest for students up to 15 years old. The theme is set annually by the Universal Postal Union.
The contest takes place in four stages: county,
regional, national and international. On October 9th, 2009, the World Post Day, the epistolary contest was launched with the topic "Compose a letter explaining why is it important to talk about AIDS and to protect ourselves against the disease". The contest will end on March 17 th, 2010 with the nomination of winners at the national stage. The best paper, accompanied by a translation into French, English or Spanish, will be submitted to the UPU International Bureau until April 30th, 2010. The Postmen’s March Since 1977 C.N. Poşta Română has been organising a competition with the longest tradition in the history of Poşta Română, the Postmen’s
March.
The
event
organised in three phases - county, regional and national - has already become a tradition and also an opportunity to bond for postmen who enjoy sports competitions. The
National
Phase
of
the
Postmen’s March was held in May 2009 in Gura Humorului. The top five contestants for boys and the top three contestants for girls have participated in the Balkan Postmen Competition in October 2009, in Turkey. The representatives of Romania have won the top rankings.
Pag. 38
Open Days at the National Philatelic Museum From October the 7th to October the 11th, 2009, the event “Open Days at the National Philatelic Museum” was held as an event dedicated to children in Bucharest. This event, held annually since 2005, is designed to familiarize pupils of the first 8 years of studies with the world of stamps, letters and other means of communication by regular mail. Admission is free for students and their accompanying teachers. "Flowers for women mail carriers" – 1st - 8th of March The 8th of March was dedicated to the women working for Poşta Română. More than half of Poşta Română employees are women. The Postman Newspaper dedicated an issue of the newspaper to their female colleagues in Poşta Română. Representatives of the Public Relations Department visited the post offices in Alexandria, Teleorman County, offering flowers to their female colleagues on behalf of the Editorial Board. Events paying tribute to the women in Poşta Română took place in other postal subunits across the country, as well. Poşta Română in the campaign "Do not go on the other side" Poşta Română has joined the social awareness campaign "Do not go on the other side", launched by the Bucharest Traffic Police Brigade in June 2009, aiming to reduce
road
accidents.
In
September,
upon
the
delivery
of
retirement
allowances, Poşta Română distributed in Bucharest informative leaflets by means of postmen. This campaign was intended for elderly people and was aimed at raising awareness regarding the risks they are exposed to when crossing the street where it is not allowed to.
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Poşta Română involved in the "Forest Month" programme Postmen across the country planted over 12,600 seedlings within the reforestation program called "Forest Month" launched by Romsilva in the spring of 2009. The planting took place in an environmental education programme initiated by Poşta Română aimed at fostering volunteerism among its employees, through their awareness about the important role of the environmental protection for the sustainable development of Romania. The ultimate goal of the action was to plant across the country a number of trees equivalent to the number of trees cut for the production of 130 tones of paper consumed each year within Poşta Română. Drawing contest Poşta Română continued the tradition of organising drawing contests attended by thousands of children across the country every year. On Children’s Day, Poşta Română has awarded prizes to the winners of the drawing contest "Portrait of a Postman." The prizes consisted of four sixnight travel packages in June in Eforie Sud (Constanţa county) and Agapia (Neamţ county). "Wonder Land" On June 1st, on the International Children's Day, the "Wonder Land" event for children of all ages was organised in Piata Sfatului in Braşov, aimed at achieving a world record: "The longest chain of children in the world". This chain involved over 4,000 children. The event implied performances on stage by 1,000 children in music, dance, fashion, puppet shows, contests and demonstrations organized by divers in a 10,000-litre pool. Also on June 1st, 400 children from Braşov participated in the contest entitled "A letter properly filled in will always arrive at the destination". Children were taught to fill in properly on the envelope the addressee’s address, the
Pag. 40
sender’s address and the postal code. The prize of this contest was a trip by bus to Bucharest, for a total of 36 children. "I want to go to school too" In September 2009, the campaign "I want to go to school too" was launched and held at Braşov Regional Post Office Directorate. This campaign aimed at raising school supplies for children without financial possibilities. Special collection boxes have been installed in all post offices in Braşov municipality, in Magnolia Shopping Centre Mall and in schools in Braşov municipality. All the supplies collected were donated to the children in rural areas. "Enter the Magical World of Santa Claus" Poşta Română along with Raiffeisen Bank launched in December 2009 the campaign "Enter the Magical World of Santa Claus", dedicated to children between 3 and 14 years old. During the month December, children had the opportunity to purchase at any post office in the country, a kit containing an envelope, an A4 sheet for the message to Santa and a postcard. Once filled in, the letters were sent to Santa Claus, at the preprinted address on the envelope. All the letters have participated in a raffle held for the nomination of winners of the five prizes which consisted of trips to Lappland. ProACTIN Along with other postal administrations, Poşta Română participated in the ProACTIN
international
project
programme
(Proactive
Acquis
Communautaire Training Initiatives) which ended in June 2009. ProACTIN project was based on a trainers’ training” programme by means of training, bilateral visits and national campaigns to disseminate knowledge. Over 550 employees of Poşta Română have been trained under this
Pag. 41
programme at the level of the senior and middle management in the areas: Marketing and Public Relations, Service Quality, Relationship with the
Government
organisms,
Accounting
Management,
Project
Management. C.O.U.R.I.E.L Project By signing the Cooperation Agreement in January 2009, Poşta Română became a partner in the C.O.U.R.I.E.L. Project together with Magyar Post, developed under the Leonardo da Vinci programme and coordinated by Hellenic Post, with a completion deadline in September 2010. The project is aimed at developing an interactive learning programme, dedicated to the staff involved in courier services. The target group consists of employees involved in route planning (coordinators), and those involved in the transit of such routes (postmen). The C.O.U.R.I.E.L. Project was approved by means of Leonardo da Vinci EC Programme, with a total budget of Euro 312,017, an amount borne in a proportion of 75% by this programme, while the remaining 25% was ensured from own resources
Analysis and modelling of requirements ;
Research and development of theoretical material;
Designing and development of the simulation system;
Implementation of the interactive training system;
Dissemination;
Project management.
Western Union - money transfer service In an event held in May 2009, Poşta Română launched a new Western Union service for money transfer from the country to over 200 countries and territories worldwide, within the entire global network operated by Western Union. The event was attended besides CNPR representatives, by
Pag. 42
Mr. Hikmet Ersek, executive vice president of Western Union. The launching of the new service represents for Poşta Română an opportunity to be at the same level with other operators across the world that transfer money through Western Union, and meets a requirement that has been felt on our financial services market. The Campaign of supporting children with Down syndrome Poşta Română continues its fundraising campaign to help children diagnosed with Down syndrome. In almost 3,000 postal subunits across the country, silicone bracelets imprinted with the campaign slogan "There is a road to a normal life" are sold. The money collected is donated to Bucharest Caritas Association, for building a Social Services Facility for Disabled Persons in Bucharest. The campaign is also intended to send a message to the people about the opportunities of social integration of children with Down syndrome.
Pag. 43
12. Projects, perspectives, targets The reorganisation of C.N.P.R. In order to achieve the objectives and manage the challenges both at a strategic and organizational level, measures will be implemented for the
reorganisation
of
C.N.P.R.
consisting in the establishment of up of five profit centres and five support and profit centres. International Relationship
maintaining the cooperation relations with UPU member countries, international economic structures, irrespective of their development system (horizontal or vertical / sector) by correspondence, bilateral working visits or theme workshops;
monitoring the emergence of new regulations or rules in the postal sector and their notification to stakeholders;
monitoring the emergence of new international structures in the postal field and joining them, in case of competing interests;
experience exchange between the postal operators from candidate countries or countries potentially candidate for E.U. accession, or simply between more experienced operators in the field, for the extension and upgrade of the concept of international relations;
participation in projects and programmes focused on the socioeconomic component, in the context of the sustainable development strategy supported by UPU.
Pag. 44
Reissue of the "THE POSTMAN" The periodical will be issued monthly and will promote transparent management. The changes would also apply to the format, graphics and editorial content. The magazine will contain 24 A4 pages, will be fully coloured and printed at the Stamp Factory. "THE POSTMAN" is the main internal communication channel illustrating positive
aspects in the
company’s life and activities. "THE POSTMAN" aims mainly to inform Poşta Română employees correctly and continuously on the targets set by the company’s management and the ways these objectives can be achieved. Development and implementation of online services Poşta Română launched a series of projects in the online services field: - implementation and development of the PostMarket service by extending the payment methods and online payment, the home delivery area (door to door), by modifying the merchandise takeover system from suppliers, by diversifying the range of products that can be purchased through the PostMarket network, by implementing a system of choice and selection of different products printed by Poşta Română and distributing them to the addressees specified by the sender, by establishing the call service centre for e-commerce activity, implementing ticketing activities, fostering and developing partnerships, etc. "Ion B. Georgescu" Awards The Public Relations Department proposes to resume the annual "Ion B. Georgescu" award festivity on the 9th of October, the World Post Day, paying a tribute to the employees who carried out outstanding activities in defending the values of C.N. Poşta Română S.A. Such prizes are designed to highlight the postmen who have distinguished themselves during year,
Pag. 45
in various acts of courage, dedication and loyalty to work place and the values of Poşta Română. "A book opens a new world" Campaign Poşta Română will launch in the first half of 2010 the campaign "A book opens a new world" for its employees and customers. All the books collected will be donated to the schools in rural areas at the beginning of the 2010 - 2011 school year. The campaign "A book opens a new world" is part of a series of activities carried out by Poşta Română involved in supporting the communities where it operates. "Drugs ruin everything! - Life beats weed” Campaign Poşta Română will participate in the anti-drug campaign initiated by the Bucharest Police - Analysis and Crime Prevention Division, called "Drugs ruin everything! - Life beats weed". This campaign targets young people and aims to send a message about the consequences of drug use. " Discover nature " Poşta Română will launch the "Discover Nature" campaign which will consist of marketing biodegradable pens in its postal subunits. This activity will take place throughout 2010 and the money collected from the sale of pens will be used for rigging up biology laboratories in several schools in the county of Braşov. The campaign aims to raise awareness among Romanians regarding the importance of environmental protection and observance of protection measures and to associate personal wellbeing with their living environment. "We plant for Romania" Since 2009, C.N. Poşta Română included on the list of social responsibility campaigns it carries out, voluntary activities performed by its employees in reforestation programmes across the country. The employees of Poşta
Pag. 46
Română have planted thousands of saplings last year at a national level. Given the impact that "We plant for Romania" campaign had, organised in partnership with Romsilva Forest National Administration, it will continue during 2010, as well. The Epistolary contest Poşta Română will continue the tradition of events intended to children. Among them there is the epistolary contest for students up to 15 years old. The contest was created in 1969 on the occasion of Tokyo Congress, and was officially launched in 1971. The new edition of the competition will be launched on October the 9th, 2010 and the theme set by the Universal Post Union is “Imagine that you are a tree living in the forest. Write a letter to someone explaining why it is important to protect the forests". Biodiversity International Day On the Biodiversity International Day, Poşta Română and the Ministry of Foreign Affairs will organise an exhibition of Romanian stamps issued in the last 40 years. The event will be held at the Ministry of Foreign Affairs and will be attended by representatives from the Ministry of Environment and Forests, the Ministry of Communications and Information Society and Media representatives. "100 Years of Aviation in Romania" Exhibition The National Philatelic Museum, a branch of C.N.P.R., will host until September 2010 the "100 Years of Aviation in Romania" exhibition, organised to celebrate a century from the first flight in the Romanian airspace of an aircraft built and flown by a Romanian: Aurel Vlaicu. The exhibition will highlight the most outstanding personalities and the most important moments in the history of Romanian aviation from the beginning
Pag. 47
to
the
contemporary
period.
The
exhibition
will
be
organised
in
collaboration with the National Military Museum, the "Dumitru Prunariu” Museum of Aviation – Pucioasa , Pilot and Ultra-light Motor Aircraft Owner Association in Romania, “N. Mateescu" Kids Club –Pucioasa. "Windows to Brazil" Among the series of activities dedicated to philatelic events there is the philatelic exhibition "Windows to Brazil". The exhibition will display five collections of philatelic issues representing stamps issued over time by the Post Office and Telegraph Brazilian Company (E.B.C.T.). These postal stamps illustrate sports, nature and life riches, Brazilian cultural and natural values, showing scenes from the everyday life of Brazilians. Creating a team of internal trainers In order to achieve the objectives aimed at the continuous improvement of staff, it is first necessary to establish and train a team of internal trainers able to deliver training programs for all the categories of C.N.P.R. staff. The team of internal trainers will be recruited by means of an examination of C.N.P.R. employees who are willing and professionally ready to conduct this activity in Bucharest and the Regional Centres in Timişoara, Braşov, Iaşi and Constanţa. The trainers selected will be trained to deliver training programmes and will then be accredited as C.N.F.P.A. authorised trainers.
Pag. 48