SEasIDE LEVEL ANO ovALITY

SERVICE LEVEL AND QUALITY

Item	Number	Unit
Number of computerized cost offices	16,272	piece
Number of automated mail sorting machines	106	set
Number of parcel sorting machines	138	set
Number of computers	170,000	set
Postal savings computer network (Green Card Project):
Main frames installed in on-line cities	46	set
Number of cities, prefectures and counties covered by the network	527	piece
on-line termina1s at counters	5840	set
Number of ATMs	2009	set
EMS tracking and tracing system
Number of on--line cities	201	piece
Number of countries and regions accessible to EMS items delivery information exchange	26	piece
Service level
Comprehensive on-time delivery rate	99.8	%
Average service area per post office	93.9	km²
Average population served per post office	12,200	person
Percentage of high-rising residential buildings accessible to postal delivery in urban areas	95	%

Service quality

In 1998, post offices throughout the country launched a standard service campaign under which we solved some hot and hard issues of customer concerns. Next-day delivery of letters was progressively realized between Beijing,Shanghai and Guangzhou as well as in North China and East China. We collect EMS items at the door and provide desk to desk service, taking advantage of the special service number "185" for customer inquiry, mail-collection and complaint settlement. Customer can subscribe newspapers and periodicals by phone or on network from different places. Branches and stations of certain scale for selling newspapers and periodicals have been set up in the country. The coverage for withdrawing from different cities was expanded and the total transactions accumulated to 5.89 million valued at 50.3 billion yuan.

1.jpg (10234 bytes) During the flood-fighting season, we secured the postal route unblocked to deliver the mails on time, especially the acceptance notices from universities and colleges. We,breaking with the conventions, issued a set of relief stamps in only 12 days, raised 20 million yuan, and transferred the fund to the flood-hit victims free of charge to help them rebuild their hometown. In 1998, the comprehensive customer satisfaction rate reached 82.63%. up 1 .22% compared with 1997.