Enhanced Security Program ProcedureEnhanced Security Program ProcedureTNT ExpressEnhanced Security ProgramProcedureTNT Express - EHOPage 1 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program ProcedureContents1Introduction41.1About This Document41.2Scope41.3Overview41.4Responsibilities41.5Effective Date52Program62.1Principles62.2Consignment Criteria62.3Terms of Payment and Products72.4Liability72.5Approved ESP Customer List73Functional Activities83.1CIT83.2Customer Service83.3Express Operations83.4Finance and Administration83.5Global Account Management83.6Legal and Insurance93.7Network Operations93.8Product Management and Development93.9Security93.10 Training94ESP Customer Approval104. 1Account Manager Responsibilities104.2GAM Operations Responsibilities105Enhanced Security Program Supplemental Procedures115.1Handling ESP Freight at the Customer's Premises115.2Handling ESP Freight at the Origin Depot115.3Handling ESP Freight at Transit Location (Road Hub)125.4Handling ESP Freight at Transit Location (Air Hub)145.5Handling ESP Freight at Transit Location (European Express Center Lige)155.6Handling ESP Freight at the Destination Depot15TNT Express - EHOPage 2 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure6Enhanced Security Program Exception Handling Procedures176.1Held in Depot or Hub in Excess of Eight Hours176.2Refused or Otherwise Undeliverable176.3Returns to Origin Due to Non-delivery186.4Returns Collected from a Delivery Address196.5Damages206.6Dedicated, non-Network Movements217Appendices227.1Appendix A - Approved ESP Customer List227.2Appendix B - Approved ESP Country List227.3Appendix C - Documentation227.4Appendix D - ESP Approval Application Form237.5Appendix E - ESP Sticker and Tape247.6Appendix F - Example Pre-alert Format257.7Appendix G - Security Awareness for Drivers "The Golden Rules"26TNT Express - EHOPage 3 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure1 Introduction1. 1 About This DocumentThis procedure document describes the Enhanced Security Program (ESP) and its cross-functional process for handling high tech/high value shipments within Europe. It is applicable to all ESP shipments except:Consignments shipped under a national, domestic ESPConsignments shipped by customers not approved for the ESPConsignments shipped outside the approved countries listing1.2 ScopeThis procedure document is applicable for TNT Headquarters and Business Unit organisations for: CIT, Customer Service, Express Operations, Finance and Administration, Global and Major Account Management, Legal and Insurance, Network and Country Hubs, Product Management and Development, Security, and Training.1.3 OverviewThe ESP process works in conjunction with Standard Operating Procedures. It is a supplemental --not a separate -- procedure describing:who is responsible for ESP shipmentshow to initiate an ESP requesthow approval can be obtainedhow an origin depot must handle ESP Freighthow a hub must handle ESP freighthow a delivery depot must handle ESP Freight1.4 ResponsibilitiesSecurity is the responsibility of every TNT Express employee. No one is excluded from the requirement to help ensure that our customers' goods are transported following established TNT procedures and as securely as possible.TNT Express - EHOPage 4 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program ProcedureCustomer ServiceExpress OperationsFinance and AdministrationGlobal Account ManagementLegal and InsuranceNetworkProduct Management and DevelopmentSecurityThe responsibility for implementation and operation of the ESP is cross functional:CITCIT departments are responsible for setting up customer interfaces to recognise the ESP option code.Enhanced Security Program ProcedureEnhanced Security Program ProcedureAccount specific dedicated customer service agents are responsible for the day to day management of consignments sent by ESP approved customers. These teams will be responsible for ensuringthat only approved accounts use ESP.the proactive follow up of all negative statuses.that all incidents involving loss or theft are escalated immediately to Security Management and the ESCC Atherstone.Country and depot operations are responsible to ensure that all operational processes are carried out in accordance with standard operating procedures except for those exceptions specifically mentioned within this document.National invoicing departments are responsible for ensuring that all ESP shipments receive the necessary fee required to cover additional operations and exception handling.Global and Major Account managers are responsible for completing approval requests and forwarding them to the GAM Operations Department for approval processing.Group Legal and Insurance is responsible for monitoring and approving all agreements between TNT and its customers, which fall outside the standard TNT limits of liability.Network operations provides for the safe and secure transit of high value products through the TNT networks by ensuring that wherever possible, the equipment used is suitable for the carriage of such goods.Divisional Head Office is responsible for ensuring the ESP Processes and Polices are incorporated into the standard TNT documentationSecurity departments are responsible for ensuring that all incidents involving ESP shipments are investigated in an appropriate and effective manner and for providing the necessary investigative reports required by ESP approved shippers or their insurers.Enhanced Security Program ProcedureEnhanced Security Program ProcedureTrainingTraining departments are responsible for ensuring that all MAX training programs are updated to incorporate ESP handling processes.1.5 Effective DateThis procedure is effective upon receipt and supersedes any previous procedure documentation relating to the Enhanced Security Program.TNT Express - EHOPage 5 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure2 ProgramAs the size of high tech products decreases, the risk of theft increases. In this environment, our customers demand an increased security service to protect their high value goods. Currently, 14 customers use the Enhanced Security Program (ESP) for some, or all of their products and traffic lanes.The ESP is a tool to facilitate all responsible TNT functional areas working together within one process to provide additional security monitoring of high tech/high value goods transiting TNTs networks. ESP is not a separate product in itself; it is one of many possible options to the standard TNT product range.The ESP is available only to approved customers who have undergone the necessary compatibility checks and risk assessments.The approved customer selects ESP as a consignment option either when contacting Customer Service or via his TNT EDI system. ESP charges are additional to the charges for standard TNT service. The customer is invoiced a fee based on pay weight in kilograms unless otherwise agreed and approved by BU commercial and DHO. This surcharge represents TNT's program administration/personnel cost per kilogram.2.1PrinciplesThe ESP works on the principle of pre-alerts and direct action on any possible incidents. A dedicated team of strategically placed security coordinators responds to notice of ESP consignments moving throughout the network. Based on pre-alerts forwarded from origin to transit point to transit point to destination, goods are monitored throughout the network. This does not necessarily mean separate handling at every transit point but does mean that all consignments are checked into a TNT location and then pre-alerted through to the next transit point. If and when a discrepancy is noted, escalation processes are followed with communication and cross-reference with the previous transit location. An advice is also sent to the customer either directly or through Customer Service. Security management is involved as soon as a loss is reported to have occurred.2.2 Consignment CriteriaIn order for any new customers or new business from current customers to qualify for the ESP, a consignment must meet the following criteria:It must be from a Global Account or a GAM development account.It must be a Business to Business consignment.It must comply with the TNT Awkward Freight policy.It must have a consignment weight of no less than 30 kilograms.It must not consist of parcels in retail packaging without outer protective packagingAny shipment consisting of 5 or more loose cartons must be consolidated into/onto palletboxes/pallets prior to dispatch from client. Each new consolidated unit must have one piece labelattached.Any loose parcels must have all three dimensions longer than 20 cm (dimensions greater than 20cmX20cmX20cm) and must not be bagged.TNT Express - EHOPage 6 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure2.3 Terms of Payment and ProductsThe Enhanced Security Program is only currently available within Europe for:Approved customers onlySender pays shipments, orReceiver pays shipments when the receiver has organised the collection from another locationthrough his local TNT customer services representativeGlobal Express (G 15N)Economy Express (G48N)Integrated Direct Express (G29/G30)Special Services Network products, S726 SY and S 1EN2.4 LiabilityThe Enhanced Security Program does not offer increased limits of liability on any shipment. The actual gross weight of any shipment which has been confirmed by TNT Check In (RPP process) will be considered the weight on which TNT calculates rates of liability.TNTs Terms and Conditions of Carriage apply to all ESP shipments unless otherwise agreed by the Group Legal and Insurance Department. TNTs liability will be calculated based on the actual gross weight which has been confirmed by TNT check in process.TNT accepts no responsibility for the condition of the contents of goods returned by a customer under the ESP to the shipper unless damage or loss can be specifically attributed to TNT.2.5 Approved ESP Customer ListA list of ESP-approved customers is in Appendix A. (For updated list please check Express Net - Global/Knowledge Centre/Procedures/Security/Enhanced Security Programme)Shipments travelling under the ESP process can only be shipped to and from approved countries. Those countries approved have agreed to handle goods in accordance with ESP requirements.A list of ESP approved countries and contact information is in Appendix B. (For updated list please check Express Net - Global/Knowledge Centre/Procedures/Security/Enhanced Security Programme)TNT Express - EHOPage 7 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure3 Functional ActivitiesThis section presents an overview of the functional activity required for the implementation and operation of the Enhanced Security Program. The functional areas responsible in for the activities mentioned in their areas are indicated by an X.Appendix C contains a list of applicable functional documentation.3.1CITActivityDHOBULocalUpdate customer CIT systemsX3.2Customer ServiceActivityDHOBULocalReview On-line booking processes, procedures and system for ESP inclusionXXXReview Cross border booking process for ESP inclusionXXXReview Cross border booking policy for ESP inclusionXXXReview Consignment note completion for ESP inclusionXXXReview Quick Reference Guides for ESP inclusionX3.3 Express OperationsActivityDHOBULocalEnsure secure transport of ESP goods in accordance with TNT minimumsecurity standards and where applicable TAPA regulationsXEscalate incidents to Security managementXXTake corrective actions where required.XX3.4 Finance and AdministrationActivityDHOBULocalSet up and invoice option code in line with approved rateXFlag approved countries for ESP charge within Billing systemX3.5 Global Account ManagementActivityDHOBULocalApprove GAM accounts for ESPXApprove Non GAM accounts for ESPXTNT Express - EHOPage 8 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure3.6 Legal and InsuranceActivityDHOBULocalMaintain the TNT Express Terms and Conditions of CarriageXApprove all legal documentation associated with the Enhanced SecurityProgramX3.7 Network OperationsActivityDHOBULocalEnsure secure transport of ESP goods in accordance with TNT and TAPAregulationsXEnsure all Drivers receive Security awareness training and are in receipt of anappropriate version of the TNT Golden RulesX3.8Product Management and DevelopmentActivityDHOBULocalIntegrate ESP procedures into standard documentationX3.9SecurityActivityDHOBULocalInvestigate all ESP lossesXXXContinually analyse risk on customer traffic lanes and high value routesXDo loss/damage trend analysisX3.10 TrainingActivityDHOBULocalIncorporate the Enhanced Security Program into training materials.XXXTNT Express - EHOPage 9 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure4 ESP Customer Approval4.1 Account Manager ResponsibilitiesResponsibility for initiating new customer approval lies with the Global/Major/Key account manager. He must do the following:Ensure that the client's desires and his freight meet the requirements of the preceding paragraphs 2.2 and 2.3.Complete the application form in Appendix C. (form is also available on Express Net - Global/Knowledge Centre/Procedures/Security/Enhanced Security Programme)Ensure customer has received a copy of TNTs General terms & Conditions and a copy of the application has been sent to both legal and Insurance departments.Gain initial tentative agreement of operations and security management in the origin county.Submit the completed application to the GAM Operations Support Manager responsible for the ESP.Upon ESP approval:-ensure that the customers EDI system is correctly set-up to use the ESP option code. - obtain customer agreement for ESP rates and charges.-obtain confirmation of country ISB acceptance for ESP-related costs.4.2 GAM Operations ResponsibilitiesResponsibility for approving new customers or new business for the ESP lies with GAM Operations. The Support Manager responsible for the ESP will do the following:Notify the submitting account manager within two weeks of application whether the application is declined or will be progressed further.Conduct a risk assessment together with origin/destination country operations and security personnel as required. The risk assessment will include:-an analysis of the customers packaging-an analysis of the split between conveyables and non-conveyables-an analysis of the customers required traffic lanes- an analysis of the customers own customers-an analysis of the customers current loss ratio and overall loss historyDecline the application if the risk assessment is negative.Gain the agreement of all countries and TNT networks involved when the risk assessment is positive.Give ESP approval for the customer and for the applicable lanes/countries once all participating parties are in agreement.TNT Express - EHOPage 10 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure5 Enhanced Security Program Supplemental ProceduresThe following paragraphs detail where ESP handling procedures differ from or are supplemental to standard operating procedures.5.1 Handling ESP Freight at the Customer's PremisesStart conditions~ ESP freight can only be collected from approved customers.ESP freight will move through the TNT network. (for direct movements with dedicated vehicles, see paragraph 6.6.)Complete the following ESP-supplementary steps prior to freight departure from the customer's premises.ResponsibilityTNT Implant or Customer when no implant assignedStepAction1Consolidate loose cartons of a single consignment onto a pallet if there are more than five.2Attach ESP label to each pallet and to each loose parcel of every consignment. Labels as perAppendix E. ( it is acknowledged that not all existing ESP customers will allow a label to beattached to their product)3Complete the "Pre-alert Form" in Appendix F and forward to Nominated ESP representativeat next TNT depot (or hub). (For updated list please check Express Net - Global/KnowledgeCentre/Procedures/Security/Enhanced Security Programme GAM Net ESP)4Seal outbound vehicle in accordance with standard procedures if direct feed vehicle, NotApplicable for PUD vehicle.5.2 Handling ESP Freight at the Origin DepotStart conditions~ ESP pre-alert received from customer premises.Off-load supervision in place.Scanners set up.When the start conditions above have been met at the first TNT facility after the customer's premises, complete the ESP supplementary steps below to checkin/hold/forward ESP freight at the origin depot.ResponsibilityOperations Supervisor, ESP NomineeStepAction1Check seal on inbound vehicle in accordance with standard procedures.2Supervise offload of ESP goods, where possible, into an area controlled by CCTV or when noCCTV is available then separate from the normal flow traffic. Alternative, but equallyeffective, security measures can be approved by BU Security when required.3Scan all goods with SA status code during offloading. (Red/Green scanning can be used toassist in this process)TNT Express - EHOPage 11 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure4Ensure that each piece of ESP freight undergoes the standard revenue protection and checkthat the actual weight and dimensions per consignment are available in the system. THIS ISREQUIRED, NOT OPTIONAL.5Print scan list and compare for completeness with the pre-alerts received from thecustomer's premises.6Hold any consignments without data or not on the pre-alert list in a secure location in thedepot and report details back to consignor via daily depot reporting or block shipment asunsendable.7Delete or scan as HAF any data without consignments and report details back to consignor.8Update track and trace with CP status for consignments with less cartons than pre-advisedand report details back to consignor. Check with consignor before forwarding onward.9Update track and trace with ED status for consignments with more cartons than pre-advised,if this can be determined. Check with consignor before correcting the actual number ofpieces and forwarding onward.10Place ESP consignments that will not be loaded onward within the next two hours into asecurity cage or in a secure area under CCTV coverage where available.11See paragraph 6. 1 for instructions for consignments that must be held in excess of eighthours.12Supervise standard scanning and loading of outbound ESP goods to the next transitdestination. Load ESP freight always at the rear of vehicle used or consolidate into onelocation on the vehicle for ease and speed of identification at the next location.13Seal outbound vehicle in accordance with standard procedures14Update pre-alert(s) with:-Cage details for loose cartons-Location of goods within trailer-Trailer number-Seal number-Trip number-ETA15Email updated pre-alert(s) to next transit location(s)5.3 Handling ESP Freight at Transit Location (Road Hub)Start conditions~ ESP pre-alerts received from TNT locations.Off-load supervision in place.Scanners set up.When the start conditions above have been met at the TNT transit location, complete the ESP supplementary steps below to process ESP Freight.ResponsibilityHub Supervisor with Warehouse ESP NomineeStepAction1Check seal on inbound vehicle in accordance with standard procedures.2Supervise offload of ESP goods, where possible, into an area controlled by CCTV or when noCCTV is available then separate from the normal flow traffic. Alternative, but equallyeffective, security measures can be approved by BU Security when required.3Check that freight details and condition agree with pre-alert.(Red Green scanning tool can be used to optimise this process)TNT Express - EHOPage 12 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure4Scan all goods with SA status code during offloading, in addition to standard SA/TR statuscode scanning.5Print scan list and compare for completeness with the pre-alerts received from the previousTNT locations.6Hold any consignments without data or not on the pre-alert list in a secure location in thedepot and report details to the European Security Control Centre (ESCC), previous TNTlocation and next TNT location.7Data received without consignments for ESP Shipments should be reported to the ESCC andprevious TNT location8Update track and trace with PR status for consignments with less cartons than pre-advisedand report details to the ESCC, previous TNT location and next TNT location. Check withESCC before forwarding onward.9Place ESP consignments that will not be loaded onward within the next two hours into asecurity cage or in a secure area under CCTV coverage where available.10See paragraph 6. 1 for instructions for consignments that must be held in excess of eighthours.11Supervise standard scanning and loading of outbound ESP goods to the next transitdestination. Load ESP freight always at the rear of vehicle used or consolidate into onelocation on the vehicle for ease and speed of identification at the next location..12Seal outbound vehicle in accordance with standard procedures13Perform an end of shift team debrief covering the following issues on ESP Shipments:-data discrepancies by consignment or piece-pre-alert discrepancies-missing consignments or pieces-damaged consignments-re-routed freight-HW (i.e. unauthorised, not stackable, etc.)14Report all discrepancies to ESCC and ensure T&T is updated with relevant status codes,including remarks.15Update pre-alert(s) with-Cage details for loose cartons-Location of goods within trailer-Trailer number-Seal number-Trip number-ETA16Email updated pre-alert(s) to next transit location(s)TNT Express - EHOPage 13 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure5.4 Handling ESP Freight at Transit Location (Air Hub)Start conditions~ ESP pre-alerts received from TNT locations.Off-load supervision in place.Scanners set up.When the start conditions above have been met at the TNT transit location, complete the ESP supplementary steps below to process ESP Freight.ResponsibilityHub Supervisor with Warehouse ESP NomineeStepAction1Check seal on inbound vehicle in accordance with standard procedures.2Supervise offload of ESP goods, where possible, into an area controlled by CCTV or when noCCTV is available then separate from the normal flow traffic. Alternative, but equally effective,security measures can be approved by BU Security when required.3Check that freight details and condition agree with pre-alert.(Red Green scanning tool can be used to optimise this process)4Scan all goods with SA status code during offloading, in addition to standard SA/TR status codescanning.5Print scan list and compare for completeness with the pre-alerts received from the previousTNT locations.6Hold any consignments without data or not on the pre-alert list in a secure location in thedepot and report details to the European Security Control Centre (ESCC), previous TNTlocation and next TNT location.7Data received without consignments for ESP Shipments should be reported to the ESCC andprevious TNT location8Update track and trace with PR status for consignments with less cartons than pre-advised andreport details to the ESCC, previous TNT location and next TNT location. Check with ESCCbefore forwarding onward.9Place ESP consignments that will not be loaded onward within the next two hours into asecurity cage or in a secure area under CCTV coverage where available.10See paragraph 6. 1 for instructions for consignments that must be held in excess of eight hours.11Supervise standard scanning and loading of outbound ESP goods to the next transitdestination.Ensure where possible all ESP goods are place in the same ULD/igloo.Record position in ULD/Igloo12Close Igloo.Perform an end of shift team debrief covering the following issues on ESP Shipments:-data discrepancies by consignment or piece-pre-alert discrepancies-missing consignments or pieces-damaged consignments-re-routed freight-on-hold issues (i.e. unauthorised, not stackable, etc.)14Report all discrepancies to ESCC and ensure T&T is updated with relevant status codes,including remarks.TNT Express - EHOPage 14 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure15Update pre-alert(s) with-ULD/Igloo details for loose cartons and pallets-Location of goods within ULD/igloo-Seal number16Email updated pre-alert(s) to next transit location(s)5.5 Handling ESP Freight at Transit Location (European Express Center Lige)The TNT European Express Centre (EEC) at Lige has a dedicated team for the handing of product transported under ESP. This team works to strict local guidelines, which are summarised below.An ESP team member will supervise the off loading of all ULDs and trucks containing ESP goodsAll conveyable shipments are sorted via the conveyor system to a secure handling area where goods are checked and secured awaiting departureAll non-conveyable goods are checked by an ESP team member, secured awaiting departure, and then taken to outbound ULDs and trucks for loading just prior to close or departure time.All ESP shipments to receive a SA scan.All freight is pre-alerted to the next location(s).All pre alerts to include position within ULD/Igloo and ULD/igloo number.Detailed procedures are available from Lige security.5.6 Handling ESP Freight at the Destination DepotStart conditions~ ESP pre-alerts received from previous TNT locations.Scanners loaded from pre-alerts for red/green alarm.Off-load supervision in place.When the start conditions above have been met at the TNT destination depot, complete the ESP supplementary steps below to process ESP Freight.ResponsibilityOperations Supervisor, Warehouse ESP Nominee, Driver(s)StepAction1Check seal check on inbound vehicle in accordance with standard procedures.2Supervise offload of ESP goods, where possible, into an area controlled by CCTV or when noCCTV is available then separate from the normal flow traffic. Alternative, but equallyeffective, security measures can be approved by BU Security when required.3Check that freight details and condition agree with pre-alert.4Scan all goods with SA status code during offloading, in addition to standard IR/TR statuscode scanning.5Print scan list and compare for completeness with the pre-alerts received from the previousTNT locations.TNT Express - EHOPage 15 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure6Hold any consignments without data or not on the pre-alert list in a secure location in thedepot and report details to the ESCC, previous TNT location..7Data without consignments for ESP Shipments should be reported to the ESCC and previousTNT location8Update track and trace with PR status for consignments with less cartons than pre-advisedand report details to the ESCC and the previous TNT location.9Attempt no partial deliveries without prior permission from the ESCC or the customer/origindepot.10Place ESP consignments that will not be loaded onward within the next two hours into asecurity cage or in a secure area under CCTV coverage where available.11See paragraph 6. 1 for instructions for consignments that must be held in excess of eighthours.12Allocate ESP shipments manually to driver rounds. Include shipments previously held (HW)that have been released for delivery.13Provide one manifest copy to driver and one to planning.14Scan ESP goods with OD status15Highlight any discrepancy consignments (damage or missing) to supervisor prior to departure.16Conduct investigation of discrepancies prior to driver departure.-Check of piece scanning-Pre-delivery audit (PDA)17Remove discrepancy consignment and place it in a secure location during the investigation.18See paragraph 6. 1 for instructions for consignments that must be held in excess of eighthours.19Report (non-receipt in depot) discrepancy to the ESCC and previous TNT transit location.20Report (received depot then missing) discrepancy to the ESCC and local security).21Perform an end of shift team debrief covering the following issues on ESP Shipments:-data discrepancies by consignment or piece-pre-alert discrepancies-missing consignments or pieces-damaged consignments-re-routed freight-on-hold issues (i.e. unauthorised, not stackable, etc.)22Report all discrepancies to ESCC and ensure T&T is updated with relevant status codes,including remarks.TNT Express - EHOPage 16 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure6 Enhanced Security Program Exception Handling Procedures6.1 Held in Depot or Hub in Excess of Eight HoursStart conditions~ ESP freight at location that can not be forwarded within eight hours.Complete the ESP supplementary steps below prior to freight departure to next TNT location.ResponsibilityOperations Supervisor, Warehouse ESP NomineeStepAction1Place the shipments to be held for more than 8 hours in the secure holding area:-a security cage with controlled access and or-a controlled area out of the normal traffic flow with full CCTV coverage (whereavailable)2Scan consignments with the HW status code and add remarks for location, e.g. "seccage."3Scan the consignment additionally with the appropriate negative/delay status code.4Repeat both scans daily for as long as the consignment remains at location5Supervise removal of goods from the secure area by authorised personnel only.6Supervise standard onward scanning and loading of:-ESP goods to the next transit destination. Always load ESP freight at the rear oflinehaul vehicle used.-ESP goods for delivery by depot local trucks as described in paragraph 5.4.7Complete the "Pre-alert Form" in Appendix F and forward to the next destination if ESPgoods are still in transit6.2 Refused or Otherwise UndeliverableStart conditions~ ESP freight that can not be delivered for whatever reason is returned to delivery depot.Complete the ESP supplementary steps below prior to next delivery attempt or return to origin.ResponsibilityDriver, Dispatcher, Operations SupervisorStepAction1Communicate reason for unsuccessful-delivery to Dispatcher immediately after deliveryattempt. (Driver)2Hand-over goods during debrief to Supervisor with detailed reason for non-delivery. (Driver)3Check returned goods physically. (Supervisor)4Place the undeliverable shipment(s) in the secure holding area:-a security cage with controlled access-a controlled area out of the normal traffic flow with full CCTV coverage. (Supervisor)5Scan consignments with the HW status code and add remarks on location, e.g. "seccage."(Supervisor)6Scan the consignment additionally with the appropriate negative status code for non-deliveryreason. (nominated person)TNT Express - EHOPage 17 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure7Repeat both scans daily for as long as the consignment remains at location. (Nominatedperson)8Report inability to deliver to the ESCC and the origin depot and ensure that track and tracehas been updated with relevant status codes and remarks. ( Supervisor)9Await new disposition instructions (if required) from origin.10Upon receipt of instructions (if required):-re-attempt delivery following the steps in paragraph 5.6-return to origin in accordance with paragraph 6.3.6.3 Returns to Origin Due to Non-deliveryStart conditions~ ESP freight in the delivery depot must be returned to the shipping origin.Complete the following ESP-supplementary steps prior to freight departure from the depot.ResponsibilityCustomer Service, Operations Supervisor, Warehouse ESP NomineeStepAction1Receive order from origin depot or ESCC to return consignment.2Process Service Recovery update on original consignment number.3Create a new consignment note for the returned shipment. Enter option code ESP.4Cross reference the original consignment number in the remarks of the new consignment intrack and trace.5Remove goods from secure storage under supervision.6Update original consignment number with the RO status code and note the new consignmentnumber and reason/authorisation for return in the remarks section.7Remove the original consignment note and larose label from the packaging and replace withnew.8Consolidate loose cartons onto a pallet if there are more than five.9Replace damaged ESP label(s) if necessary.10Follow standard check in procedures11Ensure that each piece of ESP freight undergoes the standard revenue protection and checkthat the actual weight and dimensions per consignment are available in the system. THIS ISREQUIRED, NOT OPTIONAL.12Place ESP consignments that will not be loaded onward within the next two hours into asecurity cage or under CCTV coverage.13See paragraph 6. 1 for instructions for consignments that must be held in excess of eighthours.14Supervise standard scanning and loading of outbound ESP goods to the next transitdestination. Load ESP freight always at the rear of vehicle used for ease and speed ofidentification at the next location.15Complete the "Pre-alert Form" in Appendix F and forward to the next TNT location.TNT Express - EHOPage 18 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure6.4 Returns Collected from a Delivery AddressStart conditions~ Customer wants a collection for return of a previously delivered ESP shipment. ~ Request has been initiated within TNT by the REVENUE gaining depot or the major account desk responsible for the ESP customer or was forwarded to one of them by the collecting depot after a direct customer contact.Complete the following ESP-supplementary steps.ResponsibilityRevenue-gaining Depot Customer Service, Driver, Operations Supervisor, Warehouse ESP Nominee1Arrange collection in accordance with standard procedures. This is now a new ESPshipment.2Ensure that all information and paperwork required by the original shipper for returns isavailable either before the collection or at the time of collection.3Follow Unknown Shipper Procedures.4Collect consignment IF properly packed for transport.5Collect paperwork, which must accompany consignment.6Return to depot in accordance with standard procedures.7Supervise offload of ESP goods and if possible, into an area controlled by CCTV or at leastseparate from the normal flow.8Scan shipment with SA status code during offloading.9Follow standard check in procedures.10Ensure that each piece of ESP freight undergoes the standard revenue protection and checkthat the actual weight and dimensions per consignment are available in the system. THIS ISREQUIRED, NOT OPTIONAL11Place ESP consignments that will not be loaded onward within the next two hours into asecurity cage or under CCTV coverage.12See paragraph 6. 1 for instructions for consignments that must be held in excess of eighthours.13Supervise standard scanning and loading of outbound ESP goods to the next transitdestination. Load ESP freight always at the rear of vehicle used.14Complete the "Pre-alert Form" in Appendix F and forward to the next TNT location.TNT Express - EHOPage 19 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure6.5 DamagesStart conditions~ Any TNT location notices damage to an ESP consignment.Complete the following ESP-supplementary steps.ResponsibilityOperations Supervisor, Warehouse ESP Nominee1Comply with standard TNT procedures with respect to damage status code scanning andtrack and trace updates.2Comply with any standard customer-specific procedures with respect to reporting.3For all damaged ESP consignments:-Photograph damage.-Store every picture of a damaged consignment in the Damages and UnidentifiedConsignment database (DUC).-Repair damaged packaging where possible using special "ESP" tape. (Use normal tapeat locations without ESP nominees).-Note on the tape the depot code, date and initials of the ESP nominee who did therepairs:i.e. VIE/08 1104/MB-Photograph damaged area(s) after repair.4Prepare email report of damage and send to the revenue depot customer service or majoraccount desk for communication with customer. Send copy to the ESCC. Report to include:-type of damage-reason for damage, if known-photographs of damage taken before and after repair-type of repair undertaken-if goods forwarded onward-if unable to forward, request for disposition instructions5Check weigh and inform the ESCC of the weight of any consignment which is damaged tosuch an extent that loss or theft of contents could have occurred.TNT Express - EHOPage 20 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure6.6 Dedicated, non-Network MovementsStart conditions~ ESP customer requires a dedicated movement to the final destination.~There is a hard-sided vehicle of sufficient size available.Complete the following supplementary ESP steps prior to freight departure from the customer's or another location.ResponsibilitySpecial Services, TNT Implant or Customer when no implant assignedStepAction1Arrange movement through local Special Services.2Consult with client and request written confirmation whether they require GPS tracking onvehicle and confirmation of acceptance of additional charges.3Contact the ESCC for further information on equipment set up if vehicle is GPS trackingcapable4Enter OF status with remarks, "Shipped via Special Services" before loading.5Seal the vehicle in accordance with standard procedures.6Register the seal number, print name and sign on the Security Control Sheet (SCS)/DriverTransport Order (DTO) or CMR.7Ensure the driver activates the GPS system and sends the macro message to the ESCC (ifapplicable).8Ensure driver is provided a locally approved copy of the "Drivers' Golden Rules" in AppendixG in a language he can read9Ensure driver knows that in the event his load is inspected by a government agency, that hemust note the number of the new security seal on the SCS/DTO form and have the inspectorprint his name and either stamp or sign the entry.10Complete the "Pre-alert Form" in Appendix F and forward to the next TNT location or ifdirect to consignee, the TNT depot serving the consignee. Copy the ESCC.TNT Express - EHOPage 21 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure7 Appendices7.1 Appendix A - Approved ESP Customer ListAn Updated list is available on Express Net - Global/Knowledge Centre/Procedures/Security/Enhanced Security Programme.7.2 Appendix B - Approved ESP Country ListAn Updated list is available on Express Net - Global/Knowledge Centre/Procedures/Security/Enhanced Security Programme.7.3 Appendix C - DocumentationThe following documents contain standard policy, processes or procedures that are also applicable to the Enhanced Security Program (ESP). They may have to be reviewed for possible inclusion or mention of the supplementary actions performed during ESP handling at their next revision. Eventually, supplementary actions should become standard actions.Customer ServiceOn-Line Booking User Guide, version 2.0, January 2003Cross Border Booking Policy, July 2004Quick Reference Guide, "The Consignment note Completion option in On-Line Booking", May 2003 Presentation, "Consignment Note Completion, Enhancement to On-Line Booking," May 2003 Quick Reference Guide, Changes to On-Line Booking System, May 2003CommercialCommercial Policy, version 4.1, June 2003SalesNAD Manual, Sections 1-8, version 1.0, July 1997LegalTNT Express Terms and Conditions of Carriage, Long Form, January 2004OperationsTNT Awkward Freight Policy, May 2006TNT Awkward Freight Procedures, May 2006TNT Undeliverable Consignment Policy, May 2006TNT Undeliverable Consignment Procedure, May 2006TNT Damaged and Unidentified Consignment Database User Guide, November 2004 Unknown Shipper Policy, August 2003Unknown Shipper Procedures, August 2003TrainingMAX: Generic Products and Service Overview, version 4.0, June 2004Special ServicesInstructions for Subcontractors in Transportation of High Value GoodsTNT Express - EHOPage 22 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure7.4 Appendix D - ESP Approval Application FormESP Customer ApplicationAccount managerOrigin countryOrigin depotCustomer service contactCustomer DetailsExisting clientY/NAccount number(s)Customer yearly spendEbit %Customer nameAddressCity postcodeCountryImplants on siteY/NDirect to hub or depot, if hub which one?Traffic profileProduct range% Air% RoadValue of productAverage weight per consignment AirAverage weight per consignment RoadAverage pieces per consignment AirAverage pieces per consignment RoadDestination countries (complete attached form)Fixed customer base (complete attached form)Y/NCustomer profile%Small retail outletsResellersMajor retail outletsPrivate addressesAdditional InformationHow the customer is currently insured?What is the customers existing claims history?What is the customer's current loss ratio?Per consignmentPer productIs client willing to allow TNT to conduct a risk assessment on:their facility?Y/Ntheir packaging?Y/Ntheir traffic lanes?Y/NTNT Express - EHOPage 23 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure7.5 Appendix E - ESP Stickers en tapeThe following stickers and tape are available and can be ordered with the Global Purchase Centre:11-455: ESP Sticker large and 11-450: ESP Sticker small:73-185: TNT ESP Tape:TNT Express - EHOPage 24 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure7.6 Appendix F - Example Pre-alert FormatPre-alertConsignmentnumber.TotalpalletsTotalcartonsTotalweightDestinationdepotDestinationcountryProductcodeCagenumber12345678914260DTMDE48nCT123Trailer Number:J123Location of Goods: Rear door, headboardSeal Number:12345ETA:2030 hrsTNT Express - EHOPage 25 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express OperationsEnhanced Security Program Procedure7.7 Appendix G - Security Awareness for Drivers "The Golden Rules"Driver Security Procedures(Example use locally approved version)Please tick relevant sectionsI am aware that I MUST not discuss the contents of the load with any un-authorised personnel.I am aware that I MUST not carry un-authorised passengers.I am aware that I MUST keep all doors locked on the vehicle, even when driving.I am aware that I MUST not leave the vehicle unattended and only park in TNT or other approved secure locations.I am aware that I MUST report to the address on the delivery note and refuse any unsolicited offers of assistance from unknown person/s with caution. (Beware of conmen / tricksters at the delivery address purporting to be the customer)Treat signals from other drivers that something is wrong with your vehicle with extreme caution. (Criminal gangs trying to get you to stop)I have been issued with a copy of the vulnerable load card and will display it to the Police or Customs officers if stop. (Follow the Vulnerable Load Guidelines).I have been told to keep in regular contact with base, line-haul desk and or ESCC.I must report any suspicious vehicles or incidents at the time to the Police or TNT Security Control Centre (Contact telephone numbers on Vulnerable Load Card notice).I am aware that no unauthorised stops are to be made without first informing your control with the reason for the stop.I am aware that if I am signalled to stop by the Police I MUST telephone my control immediately and leave the line open/connected until the incident is complete and or the Police are found to be genuine.Declaration:The above security requirements have been given to me and I confirm that I will strictly comply wit them.Driver OneDriver TwoTNT Express - EHOPage 26 of 26Version 4.0Approved by: Martin FlanaganIssue date: August 2006 Group Director Express Operations