Transforming SPTC To Better Serve The Nation

    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:

    1. Post codes and proper letter addressing which aims at improving sorting standards
    2. 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
    3. Domestic mail performance diagnosis to unveil bottle necks in the process flow.
    4. Security at mail processing hubs.
    5. Certification/Performance grading by UPU which will in turn market SwaziPost to the international market.
    6. Development/drafting of a Memorandum of Understanding between SwaziPost and the Customs Government department
    7. 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:
     

    1. Re-engineering mail handling process to cut down handling time by at least 15 percent.
    2. Engage major customers to submit pre-sorted bulk mail
    3. Restructure operational staff to intensify supervisory functions and its effectiveness.
    4. Opened a customer complaints email address (postalsupport@sptc.co.sz) and post box number (Box 4250, Mbabane, H100).
    5. Dedicated an officer to handle all Quality Assurance matters.
    6. Continuous communication with regional mail hub Johannesburg International Mail Centre (JIMC) on mail delivery improvements.
    7. Adopted a UPU Parcel and Registered Mail tracking system known as IPS Light.

     


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