Service Quality

In the year of 2000, postal departments thoroughly carried out the program of building new image and providing good service earnestly fulfilled the commitment of universal service and effectively dealt with problems concerning hotspot and difficulty in service. Service standard has been greatly improved, which fit in with the needs of economic and social development on the whole and met demands of the people towards the post. The past year can be marked in three respects.

The realization of overall acceleration for mails and of delivery to door for parcels

Since September 1, 2000, with the cooperation and support of transportation departments, postal departments have overcome the different difficulties and realized the overall acceleration for domestic mails, parcels and printed matters. In order to cut down the internal processing time, more than 23,000 postal workers resumed the night shift operation. After the acceleration, correspondences between provincial capitals arrive one to two days earlier than before, while two to four days earlier for parcels and printed matters. As for EMS, the overnight delivery has been achieved between Beijing, Shanghai and Guangzhou as well as between eastern areas of the country. The overnight delivery rate between seven first class center post offices has reached 80%; among daily newspapers published by the central and provincial governments throughout the country, 57% of the morning newspapers reach being delivered in the morning. Over 90% of mail delivery can be completed on time. Since July 1st,common parcels could be delivered directly to customers free of charge within the urban areas in provincial capitals; from October 1st mail order parcels could be delivered to customers free of charge within downtown in cities and towns above the county level. Realization of acceleration for post delivery and of delivery to door for parcels have expanded the depth and range of postal services, which marked that the postal service level has entered a new stage and won good remarks from the customers.

Offering more service varieties to our customers

As the requirement of the market, postal departments have been engaged in developing new business and expanding the scope of service while making progress in the several dozens of its traditional services of three major aspects-delivery, philately and finance. Modern information technology was used to develop e-post. We established "183" electronic commerce web site and "185" information service system, and opened a variety of business, such as online newspaper subscription, online philately, online remittance and online shopping offering information and logistics service. China Post has established and kept commercial relationship with more than 150 countries and areas in the world with the delivery of mails and parcels reaching every corner of the world. EMS reaching over 200 countries and areas and the international remittance service covering 20 countries and areas.

Great improvement of service qualify

In 2000, China Post issued Service Criteria for Postal Communications which has promoted the standardized service in operation and delivery and ensured 80% of service windows in cities above the county level offering qualified service.

Customer service centers that combine functions of accepting cases, inquiry and complaint were established in most places around the country. As to EMS, collecting at door and table-to-table service were adopted. To newspaper and periodical distribution, the customer may subscribe through telephone or from different places and so on. Postal savings realized deposit and withdrawal at more and more different places. Function of consumption was added to the Green Card. Further more, service facilities are becoming well equipped such as many newspaper and periodical sales agencies and pigeonholes were set up ensuring postal service into vast communities every family. The comprehensive satisfactory degree for postal services has exceeded 80 points and the post became one of those industries that have won good remarks by its customers.

Service Level