training workshop on ems performance reports 7. ems ... · the percentage of items arriving at the...

© UPU 2017 – All rights reservedwww.ems.post© UPU 2017 – All rights reserved

Training workshop on EMS performance reports

7. EMS Monthly Performance Report

30 May – 1 June 2017, Berne

Julia Bazukina, Manager Standards and Measurements, EMS Unit

UPU.DOP.EMS

© UPU 2017 – All rights reservedwww.ems.post

• KPIs

• 13 month trends – graphs

• Tracking performance

• Other targets

• How to find the reports


Three KPIs of the Business Plan

• On-time end-to-end performance

• On-time transmission of tracking data

• Customer service response quality

Fourth KPI:

Export volume growth – in another part of the report


On-time transmission of tracking data

The percentage of EMA, EMB, EMC, EMD, EDB, EME, EDC, EMF, EMH and EMI events as well as PREDES and RESDES messages posted on the EDI network within the agreed time frame (according to the EMS standards)

i.e. within 12 hours after the event has taken place


Customer service response quality

The quality of the customer service provided through Rugby-GlobalCSS, measured as a weighted combination of the:

• On-time response rate (50%)

• the rate of inquiry resolution after the first level of investigation (25%)

• the rate of workflow resolution with 15 working days (25%)


Three important measurements

• On-time export performance (EMA – EMB)

• On-time transport performance

• On-time delivery performance


On-time export performance (leg 1)

• The percentage of items exported on time according to the validated export standards, out of the number of items that were posted in the month

• The result published here is taken from the EMA to EMB report


On-time transport performance (leg 2)

• The percentage of items transported on time according to the transport standards defined in the EMS standards

• Results based on outbound traffic

• The result published here is taken from the transport report


On-time delivery (leg 3)

• Percentage of items delivered on time, according to validated or default delivery standards

• Results according to methodology in Pay-for-performance report


• Events transmitted

Transmission of the specified event during the month

• Full track and trace

An indication as to whether the operator transmits all mandatory events as defined in the EMS standards (i.e. EMA, EMB, EMC, EMD, EDB, EME, EDC, EMF, EMH, EMI, PREDES, and RESDES)

• On-time transmission by event

Percentage of the specified event transmitted within 12 hours after the event has taken place


• % EMA over EMC

Percentage of items which were scanned at posting (EMA) compared to number of items, dispatched from the office of exchange (EMC)

• % EMB over EMC

Percentage of outbound items which were scanned on arrival at the office of exchange (EMB) compared to the number of items dispatched from the Office of Exchange (EMC)

• % EDC over EDB/EME

Percentage of items released from Customs (EDC) compared to the number of items previously presented to (EDB) or held by (EME) Customs


• % EMF over EME

Percentage of items released from customs compared to number of items previously presented to customs (EME)

• % EMF over EMD

Percentage of items which departed the inbound office of exchange (EMF) compared to the number of items which arrived at the inbound office of exchange (EMD)

• % RESDES over PREDES

Percentage of dispatches to an individual operator for which a response to dispatch (RESDES) was provided, compared to all dispatches for which a pre-advice of dispatch (PREDES) was sent

• % PREDES over number of partners

Percentage of partners receiving item level tracking to which PREDES messages are being sent


• % Inbound item scanning performance

The percentage of items arriving at the inward OE (EMD event) against the number of items for which the destination operator received a pre-advice event (EMC –Departure from outward OE) from the origin.

• % Missing delivery information

The percentage of items which were received at the inbound office of exchange which received and EMD scan but which did not receive a delivery scan in the reporting period.


• Participation in Pfp

Implementation of the Pay-for-performance Plan for at least 50% of inbound traffic or a signatory of the Pfp multilateral agreement (for “yes”) and number of partners

• Pfp multilateral agreement

“Yes” if the operator is a signatory of the Pay-for-performance Multilateral Agreement, and “No” if the operator is not

• % inbound traffic in Pfp

Percentage of items received from partners and delivered under a Pay-for-performance agreement

• Leg 1 export standards validated

Implementation of measureable export standards, following the EMS Unit validation process

• % export volume growthPercentage growth of EMC volume from beginning of the current year until the reporting month compared to the EMC volume transmitted for the same period of time for last year


How can one get this report?

• Produced monthly

• Sent by e-mail to the operational contacts

• Stored in the STORM Download centre (last 13 reports)

• Published on the EMS Cooperative website for all operators, together with the:

Overview Excel table


Share this report across your organization


Thank you

training workshop on ems performance reports 7. ems ... · the percentage of items arriving at the...

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