E-Parcel Group

The E-Parcel Group (EPG) is made up of 23 postal parcel operators committed to deliver their priority parcel products through an integrated delivery network. The network uses a track-and-trace system and an automated customer service system linking each postal operator’s call centres to ensure stable and reliable quality of service for their customers.

IPC provides project management for the Group, monitoring services to measure adherence to formally agreed standards, and support to set up and implement improvement action plans when needed.

Background

The Enhanced-Parcels Group was created in 1996 as a group of nine postal operators from northern Europe who wished to have a business-to-business parcel service which would provide their customers with a two-day parcel service. The service, which used a European road network, was to be competitively priced, provide tracking based on barcodes, and have defined targets for responsiveness to customer service enquiries. In 2000 the Group became the E-Parcel Group, and sought to expand geographically and to increase its traffic volume.

Today, 23 postal parcel operators deliver their priority parcel products through this integrated transport network. Although the project began as a business-to-business service, the proportion of the volume consisting of parcels to consumers has been increasing.

EPG provides stable and reliable quality of service, meeting high performance standards. It is based on the following:

  • a track-and-trace system,
  • ongoing monitoring and reporting,
  • a payment system based on performance and
  • an automated customer service system linking call centres.

EPG Organization

EPG is directed by the EPG Steering Committee, which meets four times each year. An EPG Project Management Team has day-to-day project responsibility and meets monthly. Specialist working groups dealing with Operations, Customer Service, IT, and Marketing meet as required.

IPC’s Role in EPG

  • Project Management and Development
    IPC oversees adherence to the terms of the multilateral contracts signed by the EPG partners and manages the change process for amendments. IPC supports the Group in implementing action plans, and follow-up monthly on performance trends, the status of the network, and the project. By request of the members, and with their support, IPC works to expand the Group geographically and to assist in assessing the operational and technical capabilities of potential new members.
  • Item Monitoring Services
    IPC’s Item Monitoring Services provide monthly performance reports, which the Group uses to determine performance against agreed targets and to calculate the level of payments due. IPC adds to these reports special computer files listing all items’ details and the level of service performance the postal operator provided.
  • Payment Report
    IPC sends a monthly payment report to all EPG project managers and accountants providing a quick and simple invoicing system. The reports provide performance results and show items which are subject to the agreed penalty system. IPC payment reports make it easy to invoice origin partners and verify invoices received from the partners.
  • Operations Network Support
    IPC continuously monitors the transport network used by EPG to ensure that it is operating efficiently and in line with the members’ operations transportation schedules. IPC reports any irregularities and provides platforms for discussion that address network improvements at a local level.
  • Customer Service
    The IPC Customer Service System links all partners’ customer service call centres, allowing them to quickly handle customer queries. The system is designed around a set of formal response targets, and provides performance reports on actual response time against target for each member.
  • EPG Help Desk
    A Help Desk service is available during IPC business hours to answer all information technology and customer service issues. As quality of service is constantly monitored by IPC, the EPG partners are provided with data to help solve problems and improve quality whenever needed.