INTERCONNECT provides participating posts with an e-commerce standard tailored to the needs of today’s customers by offering them the same experience when shopping abroad as domestically. Interconnect offers cross-border tracking, delivery choice, cross-border customer service and easy returns and many more features.
Through the INTERCONNECT Business Intelligence Tool, IPC Insights, participating posts also get access to:
- a central reporting platform to enhance postal processes, and
- continuous monitoring of operational performance through a performance dashboard.
The IPC Data Hub, one of the cornerstones of INTERCONNECT, allows for the capture, the storage and the exchange of data between posts, enabling a reliable end-to-end service.
To provide members with the central reporting and information they need to improve the delivery process of cross-border e-commerce items, IPC has built IPC Insights. This business intelligence tool uses the data gathered and stored in the IPC Data Hub to provide reporting for different elements of the delivery chain. IPC Insights works as a data warehouse and has been designed to provide timely access to data (to be uploaded within three hours).
The reporting in IPC Insights covers six areas, which will be further discussed below:
- Service performance and reliability
- Data compliance
- Customer Service (GCSS)
- Pay for Performance (planned)
Service performance and reliability
IPC Insights gives easy access to updated reports on the end-to-end service performance. The tool allows users to drill down on the different segments. What’s innovative about this tool is that it covers postcode-to-postcode service performance, i.e. performance based on city of origin rather than country of origin. This is especially relevant for bigger countries, where there can be a significant geographic difference between sorting centres – for example, the time it takes for an item to be sent from the US to the UK will be different if it has been shipped from San Francisco compared to an item originating from New York.
This set of reports looks at the data provided by member posts and analyses whether the data is compliant with INTERCONNECT levels in three areas:
- Event compliance, i.e. are all the mandatory events being sent by the members?
- Data quality compliance, i.e. is the data provided relevant and accurate?
- Timeliness compliance, i.e. has the data been provided within the timeframe agreed in the INTERCONNECT network?
Seamless customs processes are extremely important for swift cross-border mail delivery service, which is why IPC has developed reports covering the data quality of customs information – ITMATT data – provided by senders like e-retailers. The data is analysed in the ITMATT data quality management reports.
These reports allow members to see per country which customs data is missing and what could possible still be requested.
IPC is investigating more options to improve the customs processes, such as a document management solution, where e-retailer invoices and proof of payments can be gathered to ease and speed up customs clearance. This solution is also part of the Seamless Customs solutions developed by IPC for INTERCONNECT members. Currently four posts are running a pilot or planning to do so: CTT, bpost, Deutsche Post and MaltaPost.
IPC Insights also provides reporting about leg 2 performance, i.e. once the mail items have left the origin Office of Exchange (OE) to its arrival at the destination OE. These reports include both a receptacle view and a hub view, with the former providing data about the performance of certain receptacles and the latter providing analysis for the overall performance of each distribution hub. The advantage of the distribution view is that operators can see which hubs show better performance and can re-route their flows accordingly.
Global Customer Service System (GCSS) was the first to have reports and dashboards in IPC Insights for the INTERCONNECT group, allowing call centre managers to monitor their performance in GCSS, detect issues, investigate bottlenecks, drill down into workflow data with the goal to improve customer experience.
IPC is currently developing specific INTERCONNECT reporting following the specifications for Customer Service listed in the INTERCONNECT Operations Framework Agreement (IOFA).
Pay for performance
IPC has also developed Pay for Performance/Payment reports, which will be available for INTERCONNECT members before the end of the year.
The reports provide the KPI scores to be used by the INTERCONNECT postal operators remuneration as part of the incentive/penalty scheme for INTERCONNECT Premium and Standard services. Based on these KPI scores, operators will calculate penalties and prepare their invoices.
Available to members
To provide members with easy access to its BI reports, IPC developed a mobile app for iPad. Currently, the app already covers the action plan for the Future of Mail by Air initiative and will soon also include Seamless Customs, as well as a performance dashboard.
The app is available for download on the Apple Store via “IPC Insights”. It is currently available for registered users.
IPC developed the BI Tool to be multi-agreement in order to cover other service agreements like PRIME, EPG etc. The technical backbone of the tool is fully ready and the tool is available for INTERCONNECT members to use.