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Mail Delivery Quality of Service It is in the interest of SwaziPost to comply to national, regional and international service standards as stipulated by United Nations. For that reason, SwaziPost embraces all Quality of Service initiatives. It is in the management plan to occasionally have quality focused meetings where standards and targets are set. It is therefore a requirement to test performance levels against the targets. SwaziPost is participating in a regional Quality of Service project, coordinated by Universal Postal Union (UPU)/South African Postal Operators Association (SAPOA). The project will help improve performance in the following fields: Post codes and proper letter addressing which aims at improving sorting standards International Mail Delivery diagnosis by coordinating bilateral continuous testing and remedial measures. In 2008, Swaziland will be testing with Great Britain, South Africa and Zambia Domestic mail performance diagnosis to unveil bottle necks in the process flow. Security at mail processing hubs. Certification/Performance grading by UPU which will in turn market SwaziPost to the international market. Development/drafting of a Memorandum of Understanding between SwaziPost and the Customs Government department Re-enforcement of quality focused relationship with Swaziland Airlink. This may include redrafting of all or some working documents. Close supervision by SAPOA/UPU will last until July 2008, after which the regional office (SAPOA) will monitor progress. End-to-End Mail Delivery Standards SwaziPost management has agreed to work towards meeting the following Domestic and International mail standards: Local Delivery Standard International Delivery Standard WITHIN MAJOR TOWN WITHIN MINOR TOWNS MAJOR TO MINOR MAJOR TO RURAL MINOR TO RURAL J + 1 (70%) J + 2 (70%) J + 2 (70%) J + 3 (70%) J + 3 (60%) Intra-SADC circulation Rest of Africa Rest of the World J + 5 (65%) J + 5 (65%) J + 5 (65%) Achievement Levels The table below indicates current mail delivery standards. The assessment was carried out within the period May 007 and April 2008. Domestic Standards J+1 J+2 J+3 WITHIN MAJOR TOWN 45% 35% 10% WITHIN MINOR TOWNS/MAJOR TO MINOR 31% 22% 16% MAJOR TO RURAL/MINOR TO RURAL No Data No Data No Data International Standard From To J+5 J+8 J+5 (65%) SZ ZA 41.7% 86.6% ZA SZ 32.4% 71.4% MU SZ 12.6% 52.0% SZ EUROPE 66% 90.5% Interventions: Other than participating in the regional project, SwaziPost is doing the following: Re-engineering mail handling process to cut down handling time by at least 15 percent. Engage major customers to submit pre-sorted bulk mail Restructure operational staff to intensify supervisory functions and its effectiveness. Opened a customer complaints email address ( ) and post box number (Box 4250, Mbabane, H100). Dedicated an officer to handle all Quality Assurance matters. Continuous communication with regional mail hub Johannesburg International Mail Centre (JIMC) on mail delivery improvements. Adopted a UPU Parcel and Registered Mail tracking system known as IPS Light.