Exprès Service General Operational Specifications...Express items states ‘The presence of express items is shown by a cross (x) in the corresponding box of table 4 on the CN 31

Exprès Service

General Operational Specifications

EXPRÈS SERVICE GENERAL OPERATIONAL SPECIFICATIONS

Operational Specifications (Inbound and Outbound) for Posts that are members of PRIME Exprès

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TABLE OF CONTENTS EXPRÈS SERVICE ............................................................................................................................................ 0 GENERAL OPERATIONAL SPECIFICATIONS .......................................................................................................... 0 TABLE OF CONTENTS ................................................................................................................................ 1

1 INTRODUCTION ..................................................................................................................... 2

2 OUTBOUND ........................................................................................................................... 5

2.1 PERFORMANCE ................................................................................................................................ 5 2.1.1 Is Exprès available? ................................................................................................................ 6 2.1.2 Check the weight and size limits and any customs declaration forms. ................................ 6 2.1.3 Preparation and Despatch ..................................................................................................... 6 2.1.4 Scanning .................................................................................................................................. 7 2.1.5 CAPE or UPU/QCS, IPS, Post*net ........................................................................................... 7

3 INBOUND EXPRÈS .................................................................................................................. 8

3.1 PRODUCT ........................................................................................................................................ 8 3.2 PERFORMANCE - WHAT IS EXPECTED FROM EACH MEMBER? ..................................................................... 9 3.3 ARRIVAL AT OE ................................................................................................................................ 9

3.3.1 Check in................................................................................................................................... 9 3.3.2 UPU IPS ................................................................................................................................. 10 3.3.3 Customs ................................................................................................................................ 10 3.3.4 Domestic Operations ............................................................................................................ 10 3.3.5 Delivery ................................................................................................................................. 10 3.3.6 Undeliverable Items ............................................................................................................. 10

4 THINGS TO DO & TIMESCALE ............................................................................................... 12

4.1 THINGS TO DO - MATERIAL ACQUISITION, PRINTING AND DISTRIBUTION CUSTOMERS & STAFF NOTICES AND TRAINING, RULES BOOKS, UPU .................................................................................................................................... 12 4.2 TIMESCALE .................................................................................................................................... 12

5 CUSTOMER SERVICE SYSTEM ............................................................................................... 13

6 INTERNATIONAL MERCHANDISE RETURNS SERVICE (IMRS) ................................................. 14

ANNEX 1: OPERATIONAL PROCESS (REGISTRATION OF EVENTS) ...................................................... 15

Questions: Please contact [email protected] / [email protected]

mailto:[email protected]

mailto:[email protected]



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1 Introduction The Exprès product is defined in the UPU Letter Post – Conv Art 15; RL 140. From 2018

onwards the UPU Istanbul acts will change the name of Exprès into Tracked.

PRIME has two agreements in place that regulates the exchange of L series items (PRIME

Exprès and PRIME Tracked). The operations procedures for both is exactly the same, the

differences are in the pay for performance and remuneration systems.

The Exprès product requires clear operational specifications that are similar in each

member country. The changes proposed in this document, if each member co-operates, will

achieve this objective. These specifications are general and changes can be made in each

member country. If your country makes changes, please provide PRIME with the relevant

information to ensure this document stays up-to-date.

When these operational specifications are applied, receiving Posts will recognise the

incoming product because it will have consistency in the way the product is despatched and

advised (the documentation, bag and bundle labels will all contain the Exprès logo).

These operational procedures will ensure that Offices of Exchange can put the items into

the correct domestic stream quickly, and that despatching Posts are consistent in how they

operate.

UX despatches or separate ordinary bag in UN despatch are preferred. This was decided by

the product committee, and agreed and accepted at a Steering Committee meeting,

October 2013.

The PRIME Exprès under/over label must always be used – Also items should be pre-

advised at item level in PREDES, specifying the receptacle number an Exprès indicator

set1. Note: 90% of all Exprès items are sent in UX despatch. It’s a dedicated Exprès

despatch.

1 Please make sure that you set the segment FTX+PRI in the PREDES message in UN and also in sub-class UX despatches. PRIME looks for this to select the contents of the receptacle, (item level L-prefix) for reporting, as does the destination Posts, to make sure the Exprès items are routed to the correct handling area.



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Give proper Pre-advice with despatches, it doesn’t matter whether you use CAPE for

PREDES or UPU QCS systems. Member will need to put a Special bag label on Exprès

bags. This will make it easier to identify inbound Exprès items. (Also set Exprès indicator at

receptacle before sending).

Exprès Bag Label Design.pdf

This is the special bag under/over label, if the bag containing Exprès items is identified, it

can be picked out on arrival, handed to customs in priority order, processed for distribution

and delivery more quickly.

It is recommended present Exprès items early to customs, and ask Customs to examine

Exprès items speedily, as per UPU regulations.



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Exprès is a profitable service.

CORRECTLY IDENTIFY THE BAG

If the bag containing Exprès items is clearly identified it can be: ▪ Picked out at arrival ▪ Handed to customs in priority order ▪ Processed for distribution and delivery more quickly ▪ Present Exprès items early to customs



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2 Outbound THIS SECTION TO BE UPDATED BY EACH MEMBER COUNTRY TO TAKE INTO ACCOUNT HOW EACH MEMBER SELLS THE EXPRES PRODUCT. This specification covers the operational procedures for the handling of Exprès items.

1. From acceptance at PO counters or through Firms collections.

2. To the point of despatch from the outward Office of Exchange.

3. Product

▪ Pricing/positioning between EMS and regular priority/airmail letter/packet. The best

positioning is a normal PRIORTY letter/packet with a value added Electronic Delivery

confirmation.

▪ Utilises mainly existing priority letter distribution system and network.

▪ It is day certain delivery - not time certain.

▪ It has a committed customer service promise with a 100% target to deliver against,

and includes standards with response and settlement times in a Customer Charter

▪ Its contents weight & size to conform to the UPU letter (max 2kg). It can go up to 5kg

if Bilateral according to UPU Regulations. This also applies to a multilateral

agreement

▪ The main service objective is reliable speed, not security.

▪ Has a common branding and logo (name to be decided by each Post for their

outbound service, if any). The PRIME Team will provide your Post with the Design

Manual.

Delivery Targets: Each Post will meet the delivery target for the customer. For this, the Post

will need the delivery standards of each member. The delivery standards for each PRIME

member are provided on a monthly basis together with the PRIME Matrix. Please contact

PRIME for more information about the delivery standards of each PRIME member.

2.1 Performance The Exprès service is a value-added priority letter/packet service, and should be positioned

as ‘Priority Plus’. In other words, Exprès is a priority letter/packet service with electronic

delivery confirmation as its value-add.

It’s the outbound Post’s responsibility that the Exprès item receives special handling to

achieve the fastest possible despatch and letter network transportation to the destination

country.

The delivery target is 100% reliability. Once the items arrive in the Destination country they

are delivered as per the standards.

The product is positioned between the EMS courier service, and the priority or airmail letter.



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Normal letter sizes and weight apply. 2 kg for letters and packets,

Our target is to effect delivery, 100%, on the day promised to the customer.

(UPU Convention allows 5 kg if agreed)

Performance will be monitored:

▪ PRIME will monitor EMD, EMH, EDH, and EMI events and PREDESV2/RESDES (US

only) against delivery standards held.

▪ Along with on time info return i.e. Delivery events shall be transmitted on network before

20:00 hours on the following day of delivery.

The word Exprès is not always necessary and a Post may use its own name. But if the word

Exprès is not going to be on the Logo, the Post must give 3 months’ notice to Destinations

Posts. Please contact the PRIME team if you if you decide not to use the word Exprès.

2.1.1 Is Exprès available?

Check that the Exprès Service is available to the country to which the items are addressed.

*Check that the destination details make sense and are correct, e.g. add country if only the

city is shown. Sorting staff may not be familiar with cities in other countries.

2.1.2 Check the weight and size limits and any customs declaration forms.

Remember 2kg is the maximum weight except for books.

2.1.3 Preparation and Despatch

1. Make up separate Exprès bags. Do not despatch items in the final bag. Check with the

PRIME Operations Manager for how Posts accept their inbound items.

2. Put the number of Exprès items in the despatch on the bill, (CN31) in the Exprès column.

(Table 4) Affix an adhesive Exprès label on the bill to show that the despatch includes

Exprès items. (The UPU Manual of rules and procedures for forwarding International mail Para. 25.9 Transmission of

Express items states ‘The presence of express items is shown by a cross (x) in the corresponding box of

table 4 on the CN 31 letter bill (table 3 of the CN 32 letter bill for bulk mail’).


3. Treat the separate Exprès bag as an Extra Entry Bag and advise if a separate bag in an

UN despatch is the method of despatch. Use the under bag label recommended.

4. Ensure that you attach the special Exprès bag label behind the normal bag label. You

may stick or tie the normal bag label in the space provided on the over/under bag label.

Ensure the logo is not covered.



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PRIME Expres

TAG.PDF

5. Indicate to the CAPE or UPU QCS system that it is an Exprès bag by setting the Exprès

indicator, even if UX is being used.

6. Scan the items into its receptacle and send the PREDES via CAPE or QCS systems. If

you are using pre-printed labels put an X in the ‘P’ box on the bag label. Endorse the

‘check out’ sheet with the letter S. (Note although this is the way recommended by the

UPU, it has been superseded by CAPE or UPU QCS in most countries)

2.1.4 Scanning

1. Scan items to Receptacle, reference destination code and despatch number.

2. Tying up: Check that Bundles are properly labelled to destination.

3. Bundles should only contain Exprès items.

4. Each bundle should be clearly marked in bold letters ‘Exprès’. (As per UPU rules

mentioned above). If possible special bundle labels should be produced, incorporating

the Exprès logo.

5. Ensure bundles are put in the correct bags. Remember in special Exprès bags not in the

Final bag unless specified by destination Country.

2.1.5 CAPE or UPU/QCS, IPS, Post*net

Scan bag/receptacle as necessary.



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3 Inbound Exprès

3.1 Product The Exprès service offers customers an expedited priority letter/packet service positioned

between the EMS/courier service and the airmail letter service. Countries use the same

logo, but usually different names.

Each item must carry a similar Exprès logo as our Exprès service. Small variations are

allowed. Since Steering Committee Berne 4/5 May 2011, the word Exprès may be left off

provided the globe is used. Bag labels should have the attached label on them to make it

easy for you to see that the bag contains Exprès items.

A bag label may not have the word Exprès, and if it does not, you will be advised

beforehand.




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3.2 Performance - What is expected from each member?

The UPU convention requires each Post to carry out delivery using the fastest letter stream.

Priority Mail is our fastest letter stream.

We are obliged to give an inbound Exprès item the same expedited priority treatment as

Domestic Exprès product, if you have such a service.

Once it reaches the OE it should be treated as an Exprès item. This entails special handling

to ensure the items are delivered

3.3 Arrival at OE The items should arrive in especially designated ‘Exprès’ bags. Such bags should be

handled first of any consignment or despatch. Each bag should have a separate Exprès bag

label to enable recognition of bags containing Exprès items and to put them in the correct

stream.

3.3.1 Check in

1. Exprès bags identified at bag opening stage and transferred to acceptance point in the

area designated for Exprès items.

2. Items advised to be checked against items received. Any differences should be advised

to the office of origin by Bulletin de Verification, CN 43.

cn_cn_043.pdf

3. Mis-routed/missent Exprès items: Missort Exprès items should be treat as Priority mail

missorts applying transit charges as per UPU rules. In addition, for tracked items, those

with barcodes (e.g. Exprès, Registered, and Insured), the Post should send a EMJ event

when the missent/mis-routed item is received in their territory (not EMD event) and two

EMK’s one to final destination and other to origin when it leaves their territory. This also

applies to Legal transit items. It’s important not to send EMD event. If you send EMD

event, it will be shown as missing delivery information in the repots.

4. Barcoded items should be scanned, using the country of origin’s barcode and an EMD

event sent when bag opened.

5. If it’s not possible for an EMD event to be sent, the origin barcode should be scanned,

and a new Inland label attached and scanned. This must also be reported to PRIME as

this issue should not arise.

6. The two barcodes should be paired so that customer enquiries can be processed.



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3.3.2 UPU IPS

All items received before the cut off time (shown on your delivery standards) should be

processed so that they are scanned before the Latest Scan time. Then they can be

despatched on day of arrival to ensure delivery standards are met countrywide

The bags should be scanned as usual and receipt of despatch message RESDES sent to

origin country using CAPE or UPU QCS system. The Receptacle should be opened, EMD

event should be scanned for the item and transmitted on network. If there are any

discrepancies in the number of items or item IDs between PREDES and your ‘count’ a

Bulletin de Verification (BdeV) should be sent to the Origin Post.

3.3.3 Customs

1. Items should be examined to see if they are likely to be dutiable or contain prohibited

items. (See Regulations regarding customs handling of Exprès items and DO

responsibility).

2. Such items plus items over XXX value? Your staff should know the limits – Exprès is no

different from other items liable for customs examination and should be passed to

customs immediately for early clearance. Should you expect delay in customs please

scan the items with the correct event/reason code. Time in customs between the earliest

of (EDB or EME) and the earliest of (EDC or EMF) is deducted only for the items that

satisfy below conditions:

• Items which have following EMSEVT scans in correct chronological order, that is

EMD<=EDB<=EME<=EDC<=EMF<=delivery

• EME should have a valid retention code.

3. Items should be retrieved as soon as possible from Customs and transferred to the

designated Exprès handling area.

3.3.4 Domestic Operations

(TO BE COMPLETED BY EACH POST)

3.3.5 Delivery

1. Advice of non-delivery. Send EMH event with relevant reason and action code.

2. EMI event should be sent when item is finally delivered.

3. EDH (EMSEVT v3) Event can be send when the item is delivered at collection point

for pick-up.

3.3.6 Undeliverable Items

Undeliverable items are regulated in art 7 of the agreement. “Undeliverable Exprès Items shall be returned free of charge. The Receiving Party shall receive remuneration for the attempted delivery of the undeliverable item …” In this case the UPU rules apply. UPU Letter Post – Conv Art 18; RL 151.



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“Designated operators shall return items which it has not proved possible to deliver to the addressees for whatever reason”. “Priority items, airmail letters and airmail postcards to be returned to origin shall be returned by the quickest route (air or surface)” There are no mandatory scanning events for the return of undeliverable items. It´s important to do the EMH scan, because you will get pfp for the attempt of delivery. According to UPU rules, you should use the CN 15 for both cases. Also in the GCSS system you can add notifications about this.

cn_cn_015.pdf



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4 Things to Do & Timescale

4.1 Things to do - Material Acquisition, Printing and Distribution Customers & Staff Notices and Training, Rules Books, UPU

1. Check these instructions and change as necessary to meet your own situation, local

procedures and services offered. You have been supplied either by e-mail or by disc to

make it easy for you.

2. From this paper, as amended by you, prepare separate instructions for the relevant

people as appropriate to your organisation. For example, one for each of the following

staffs at 4.1.1. And 4.1.2 below.

3. Issue any necessary amendments to Internal Operations Procedures and Rules Books.

4. Advise customers about segregating their Exprès items from ordinary Letters and any

necessary paperwork.

5. Arrange with your Training Unit to train staff in the new procedures.

6. If not using the word Exprès on the logo, 3 months’ notice is required to destination

Posts. PRIME will advise members but you must let PRIME know in advance.

7. Let the PRIME Operations Manager know which countries you intend to send outbound

to and when. Also send a copy of your outbound Logo.

4.2 Timescale We suggest that your implementation phase allows for sufficient time to get everything in

place.

If that is agreed, all instructions should be prepared and printed professionally at least two

months before launch to allow for distribution and training to be completed by at least three

weeks beforehand. (Depends on size of your country)

Sample materials would have to be available for training

All materials should be ordered in sufficient time, taking account of local lead-times, to

ensure delivery and distribution to all offices and relevant areas at least 1 week before

launch

Don’t forget to let the PRIME Team know, so that the destination Posts can be advised

about your plans to launch your outbound Service.

Three months’ notice is required if not using the word Exprès, 2 months otherwise. A

sample of your barcode and logo is required with the notice.



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5 Customer Service System

Market demands and customers’ expectations have considerably changed over the last few

years. International e-retailing (e-tailing) has experienced rapid growth in recent years and

the existence of a reliable, trustworthy and highly accountable delivery and customer

service from the Designated Operator is a hugely important part of this development.

The web-based customer service system for Exprès is the Global Customer Service System

(GCSS), and is part of PRIME's infrastructure. GCSS is the standard medium for

communication between different Customer Service Centres for PRIME Products.

The benefit of working a Customer Service System (GCSS), as a group co-ordinated by

PRIME, is that everyone shares the same standards, targets and expectations. It’s more

cost-effective and more streamlined which makes it more universally efficient for both Posts

and users alike. The GCSS system for Letters/Packets (Exprès, Registered, and Insured) is

exclusive to PRIME members.

Please contact the PRIME team if you want to be part of the GCSS for Exprès.



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6 International Merchandise Returns Service (IMRS)

The International Merchandise Returns Service (IMRS) is a tracked postage-paid

international returns service designed to meet the demands of the high-growth area of e-

commerce.

PRIME’s arrangements with a large number of Posts allows the e-Seller to fund the service

making returns effectively free for the e-Buyer. This means e-Sellers in your country will be

better placed to compete in an industry where tracked free returns drive customer loyalty

and increased sales.

PRIME IMRS is intended to be a new reverse service for goods with low commercial value.

It represents the solution in between the UPU’s IBRS (International Business Reply Service)

or REIMS’s IBRS, untracked service, and the IPC’s ERS (Easy Return Solution), which is

fully tracked with liability. For IMRS no compensation is foreseen among Posts in case of

loss or damage. Posts are free to compensate their customers, if they so decide.

The IMRS is lightly tracked and the use of a barcode is mandatory. The barcode has to be

generated following the standards in the UPU S10 Manual. The prefix will be LU followed by

9 digits and the suffix will be the one of the e-Buyer Post (i.e. LU XXXXXXXXX IT). The 9th

digit is a check digit and must be produced per S10 Manual standard.

The mandatory scanning events which are to be passed to the IPC are EMC (for those who

cannot generate an EMC event, PREDES is accepted) provided by the e-Buyer Post and

the EMH or EMI provided by the e-Seller Post. Countries who are able to provide EMA and

EMD shall send the information to IPC who will share the data with all members.

Please ask the PRIME team for Operations instructions if you are interested.



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Annex 1: Operational Process (Registration of Events)

PRIME Exprès Operational Process (Registration of events)

Arrival OE Customs Delivery

EMD (RESDES)

EDB EME Important:

reason/ verification

code needed

EDC EMF (out of

customs)

EMH Important: send EMH event with relevant

reason and action code

EMI/EDH

Recommendations on how to record and transmit EDI Delivery events for improving the

quality of service in PRIME.

Mail goal: the aim is to record the event as quickly as possible after Delivery (I) or attempt of

Delivery (H).

1. Use handhelds for recording information at the same time of the delivery. Scan the S10

barcode and place the handheld back to its base so that the information recorded is

passed to the database. (If no PDA device do not manually enter delivery time).

2. Record delivery events at the delivery/distribution office, thereby reducing the time to

centralise all guides in an office, and then enter them into the system.

3. Assign people responsible for recording information. Procedures may be varied but

should be clear.

4. Generate daily reports on delivery items or attempt of delivery.

5. Designate a responsible at national level to control the delivery process and information

capture.

6. Constantly train staff. Educate and train staff to scan items. Hold seminars and staff

briefings.

7. IT: review the system configuration to confirm that the transmitting and receiving of EDI

messages are sent at least every 30 minutes.

8. IT: Assign a person responsible for reviewing daily logs transmission, to ensure that the

EDI messages generated by computer systems are being transmitted.

Documents

Exprès Service General Operational Specifications...Express items states ‘The presence of express items is shown by a cross (x) in the corresponding box of table 4 on the CN 31