Services Standards: Defining the Core Consumer Elements ... - ANEC

Services Standards
The set of very comprehensive standards have been prepared on the basis of
two Mandates from the European Commission 282 . A third mandate is under way.
The standards of major interests for consumers are the following:
• EN 13724, November 2002, Postal services – Requirements and test
methods.
• EN 13850, May 2002, Postal services – Quality of services –
measurement of the transit time of end-to-end services for single piece
priority mail and first class mail. Must be read together with CEN TR 283
14709 Postal services – quality of service – Guide for the implementation
of EN 13850.
• EN 14012, March 2003, Postal services – Quality of service –
Measurement of complaints and redress procedures.
• EN 14137, September 2003, Postal services – Quality of service –
Measurement of loss of registered mail and other types of postal services
using a track and trace system.
• EN 14508, May 2003, Postal services – Quality of services –
Measurement of the transit time of end-to-end services for single piece
non-priority mail and second class mail.
Customer contact centres
• Mandate M/378, January 2006, states that “customer contact centres
have developed over recent years to be a business sector of global
importance, with significant outsourcing both in Europe and in third
countries. A European standard would offer the possibility to set a quality
level for the provision of the service and for purchasers of the service to
make informed choices in their contracting”.
• CEN BT TF 182, July 2006, the Draft business plan gives concrete
shape to what the European Commission expects CEN to do. It
reiterates the distinction between contract management and performance
management, thereby enlisting a whole set of issues, and sets out
procedural rules for its elaboration (project team, member contributions,
time schedule).
• The first working draft of the envisaged CEN standard on Customer
contact centres will be discussed in April 2007.
282 http://www.cenorm.be/cenorm/businessdomains/businessdomains/services/freport.pdf, at
page 18.
283 Technical report.
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