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Annual Report 2009
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Compania Naţională Poşta Română SA
Pag. 2
Annual Report 2009
Cuprins
1. Highlights of postal history
2. Mission, values, human resources
3. The President’s Statement
4. Postal services market
5. Specialised branches
6. Operational Activity
7. Trading activity
8. Financial indicators
9. Investment and development
10. Quality Certification System
11. Events of 2009
12. Projects, perspectives, targets
Pag. 3
1. Highlights of postal history
1399 – The Charter is issued byPrince Mircea cel BătrânThe first document regarding theexistence of postal services inRomania is issued at Giurgiu.
1858 – "The Bull Head"Postage stamps are introduced inMoldova. Four values of the first issueare printed with a manual press, pieceby piece.
1864 – The establishment of modern post officePrince Alexandru Ioan Cuza ruled the merging of the postal service withthe telegraph, and in 1893 the telephone service was added.
1865 – “The Post Office and Telegraph Act”The first law regarding the organisation of communications sector.
1874 – Universal Postal Union (UPU)The first Postal Congress is held at Berne following which the UniversalPostal Union is established. Romania is one of the 22 founding membersof the organisation.
1991 – Romanian Post Office Autonomous AdministrationIn June, the Government Decision no. 448/27 ruled the establishment ofthe Romanian Post Office Autonomous Administration, thus rendering thepostal services financially autonomous.
1992 – Regionalisation programmeThe first step towards decentralization was based on four principles:organisational structure, quality, economic and international principles.
Pag. 4
June 27th, 1996 – Postal Services ActThe Romanian Post Office becomes the national public operator.
1998 – CN Poşta Română SAThe Romanian Post Office Autonomous Administration was converted intoa joint stock company, which is also its current status.
2004 – Appointment as a universal service providerCN Poşta Română has been appointed the universal service provider in thefield of postal services for a period of 5 years.
2009 – The appointment period of CN Poşta Română SA as a universalservice provider in the field of postal services was extended untilDecember 31st, 2012. The company is granted the exclusive right toprovide postal services covering mail items, whether their delivery isaccelerated or not, whose weight is less than 50 g, against a fee inferiorto 2 lei.
Pag. 5
2. Misiune, valori, resurse umaneMission: We have been providing our services to people for 150 years andwe have been helping them connect to each other, regardless of thelocation where they live, work and travel
Fundamental values:
Trust Tradition Safety Performance
Valori de reprezentare: National coverage Service diversity Professionalism
Principles governing the activityof the company:
Integrity: we act in a spirit of integrity and honesty in everything we do,we strive to increase the company's values and keep the promises madeto ourselves and our customers.
Experience: based on the experience of past actions we learn to knoweach other better. Our activity proves that we are a reliable companyalways close to its customers.
Respect: the respect for our customers, colleagues, partners, legislationand environment is the foundation of our development.
Expedience: the advantages of our performance consist in the constantconcern to become more efficient, faster and more prompt.
Results: we continually seek to improve the quality of our services withover 35,000 postal employees and a network of over 7,000 units.
Pag. 6
Human resources
Human resources have always been our main advantage. People are themost important resource of CN Poşta Română SA and therefore, we investin continuous development and improvement. Human values are the keyto our success.
Open communication is ensured through a working environment whereopinions and initiative are encouraged and appreciated.
Professional standards are maintained and improved through thecontinuous professional development of employees.
Customer orientation motivates and helps us provide complete andeffective solutions.
In 2009 the staff structure was as follows:
Total staff as of January 31st, 2009: 35,928
Total staff as of December 31st, 2009: 36,004
Total postmen: 11,376
STRUCTURĂ PERSONAL - EDUCAŢIE
63%
Highereducation
6%
Secondaryeducation
GymnasiumEducation
31%
Auxiliary
PERSONNEL STRUCTURE - EMPLOYMENT POZITION
Functional6%
Operational89%
Management1%
4%
Pag. 7
3. The President’s Statement
Ever since its establishment, Compania Naţională Poşta Română has
been proving that, regardless the vicissitudes of times, it was and
remains, as our slogan says, “part of the Romanians’ life”. This implies
responsibility and readiness towards the social and economic role played
by Poşta Română in society, values that have never been abandoned and
that guide our entire activity. The year 2009 was a year preparing the
company for the important process of reorganisation and restructuring in
order to improve its activity. More specifically, it is a new stage in the life
of Poşta Română that will bring about new positive changes with medium
and long-term effects.
In addition to the efforts for rendering its activity more efficient,
Poşta Română managed at the end of last year to maintain its turnover
level during a year when Romania was already witnessing the economic
downturn on the international financial market. Thus, in an economic
climate more and more unfavourable, we understood that it is essential to
adapt to the needs of the community. All these issues that represented
our main concern throughout the year 2009 will culminate with the
standardization of services provided by Poşta Română to its customers
once the quality certification ISO 9001 is obtained.
In the future, the implementation of development plans and
achievement of each target will only be possible with highly trained human
resources. The company's management is responsible before employees
not only to preserve jobs, but also to provide an increasingly better
training environment. In this respect, the investment in human resources
helps our company maintain a high level in the collaboration relationships
with new business partners, but also with our traditional customers. This
is particularly important since we are dealing with a national economy in
Pag. 8
search of solutions to the financial crisis, but also due to the fact that, in
2013, CN Poşta Română, a national traditional symbol, will have to cope
successfully with the liberalisation process of specialised market.
President of the BoA and General Manager of CNPR
Pag. 9
4. Postal services marketThe overall analysis of the postal services market throughout 2009
emphasizes that the efforts related to retaining customers and gaining
new customers have been increasingly intense. In this respect, Poşta
Română is striving to meet the customers’ needs manifested by
increasingly higher standards both in terms of quality of services, rapidity
and safety of delivery, possibilities to track items, additional services
related to postal services and flexibility of offers and guarantees provided.
Customer orientation, the development of integrated service packages,
the initiation of new business development projects mainly based on the
use of web platforms, as well as the continuous improvement of service
quality are some of the strategic priorities in developing the activity of
Poşta Română.
The main factors influencing the demand for postal services are:
echnological factors associated with socio-cultural factors (patterns
of behaviour on a given market); they have been recently leading to
the creation of new ways of meeting customer needs (the Internet is
increasingly replacing the dispatch of traditional letters, cards and
ATMs have become more convenient for users than going to the
post office to pay utilities, for example).
Although technological factors apparently reduce the demand for
postal services, they also have the role of contributing to the
development of new postal products and services and attracting new
customers (they may underlie offer diversification solutions, being
directly or indirectly reflected in the evolution of the market);
legal factors: consumer protection law, postal law; since they are
restrictive and require the maintenance of costly services, they can
Pag. 10
influence the structure of postal services limiting in some cases the
possibilities for customization;
f economic and business environment factors; they directly influence
the demand for postal services, both globally and regionally.
Universal service in the field of postal services
Compania Naţională Poşta Română SA is bound to provide the following
postal services in the field of universal service across Romania, for a
period ending on December 31st, 2012:
1. the collection, sorting, transport and delivery of mail items, domestic
and international printed papers and domestic direct mail weighing up
to 2 kg (inclusively);
2. the collection, sorting, transport and delivery of domestic and
international postal parcels weighing up to 10 kg (inclusively);
3. the delivery of postal parcels with weight limits between 10 kg and 20
kg (inclusively) sent from outside Romania to an address across
Romania;
4. registered mail service having as object the postal items mentioned
under paragraphs 1, 2 and 3;
insured value mail service having as object the postal items mentioned
under paragraphs 1, 2 and 3;
CN Poşta Română is also granted the exclusive right to provide the
following postal services until December 31st, 2012:
Pag. 11
a) the collection, sorting, transport and delivery of domestic mail items
whose weight does not exceed 50 g against a fee inferior to 2 lei;
b) the delivery of mail items whose weight does not exceed 50 g, sent
from outside Romania to an address across Romania.
Pag. 12
5. Specialised branches
In 2009 Poşta Română provided various specific services by means of its
specialised branches:
Express Courier Division
Express Courier Division, the
specialised express courier
branch of CN Poşta Română, has
a substantial network of working
facilities across the country, its
own fleet and staff.
Established as a result of the
development of increasingly
diverse and intense business relations between economic agents, the
Express Courier Division offers by means of its services an alternative to
the other similar services operating on the domestic and foreign market,
ensuring besides efficiency, a pricing policy adapted to the current
economy. The resources of the branch facilitate the dispatch and receipt
of items at competitive parameters and particularly at a value for money
appreciated on the market.
Direcţia Servicii Financiare
The Financial Services Division, a specialised component of Poşta Română,
carries out an activity focused on financial services and products.
Pag. 13
By means of its postal subunit network, the Financial Services Division
provides its customers with domestic and international money transfer
services (Eurogiro, Western Union), financial and banking services
(prepaid MasterCard card), as well as with the opportunity to make cash
payments for a wide range of utility providers and banking and financial
institutions.
Moreover, the Financial Services Division has the role of a transit and
control centre for both classic financial services and those based on new
technologies.
Shipping Division
The Shipping Division is the branch of Compania Naţională Poşta Română
specialised in integrated direct marketing services, sale by mail and press
delivery. The activities undertaken in 2009 by this branch focused
particularly on increasing the customer portfolio, configuring more
attractive offers for large customers and being closer to partners by
providing the most convenient solutions for their advertising campaigns.
The main objectives of the Shipping Division consisted in increasing the
number of users of direct marketing services provided, improving the
quality of services and implicitly increasing the satisfaction of business
partners.
Stamp Factory
The Stamp Factory, a printing house of old tradition founded in 1872,
manufactures a wide range of high quality products, combining all types of
printing: offset printing, gravure printing and high printing. The printing
house mainly focuses on printing special products: stamps, postal
Pag. 14
stationery, stock, bank certificates, checks, diplomas, tickets for sporting
and cultural activities, etc. In 2004 an important modernization and
technological upgrading process was initiated by the purchase of new,
highly performing printing equipment and machinery. Fully computer-
assisted, the new printing process ensures rapidity (15,000 sheets / hour)
and high quality. In addition, the programming, standardization and
maintenance of parameters for repeatable commands (labels, stamps,
fiscal stamps, printed papers, etc.) are ensured, thus saving substantial
working time. Besides the new equipment, highly performing DTP
(Desktop Publishing) and Prepress computers and automated installations
for aluminium films and plates required for printing grant the Stamp
Factory a high ranking among highly performing printing houses across
Romania.
National Philatelic Museum
The National Philatelic Museum was inaugurated in early October 2004
during the Universal Postal Union congress in Bucharest. The 3 display
rooms contain a part of over 11 million stamps in the patrimony,
representing approximately 3,000,000 philatelic series, some of which are
unique worldwide. The same location displays the original steel moulds
which were used to print the four values of the first issue of Moldova’s Bull
Head (1858), samples, models and specific exhibits related to stamp
manufacturing methods from 1872 until today. The National Philatelic
Museum also displays various postal items from the second half of the
19th century and first half of the 20th century, illustrating the evolution of
the Romanian Post Office throughout this period. These include old
paintings, postal prints and stationery, post office furniture, mail
carriages, value cases.
Pag. 15
Among the representative pieces on display there are coachmen outfits, a
metal value case bearing the emblem of the Principality of Moldavia from
1840, the documents of the UPU Congress in Vienna (1891), the birch
bark postcard sent during the Battle of Mărăşeşti of War World I, postal
maps of 1849 and 1873 and an extensive bibliography (books, catalogues,
articles, etc.) on the Romanian philatelic history, as well as diplomas and
medals obtained by CN Poşta Română over the years.
Pag. 16
6. Operational Activity
The Romanian PostalServices Market
The territorial network of
Poşta Română ensures
access to the company’s
services for approximately 15
million customers a month
(about 30% of the total
volume of activities carried
out through the postal
network are performed by
natural persons and legal
entities without a contract).
The postal network of Compania Naţională Poşta Română traditionally held
and still holds a privileged position on the market of service operators and
product providers, for both individuals and economic agents and
institutions of any kind.
Thus, Poşta Română plays an important role on the market of transactions
between economic agents and individuals. The postal network is able to
meet most of the requirements regarding communication, delivery of
products and goods, money transfer, etc. For many citizens, the postal
services represent a means of social integration and fostering the access
to information and trade.
National Subunit Network
C.N. Poşta Română SA has a very extensive network of operational postal
subunits (over 7,000) covering the entire national territory. This network
Pag. 17
ensures primarily the provision of the universal postal service for all areas
of the country, in accordance with national and international regulations in
the field.
A total of over 30,000 postal employees work in these operational
subunits, representing an impressive human resource, made permanently
available to customers across the country.
The Structure and Evolution in Time of the Postal Subunit Network
In the period 2005 - 2009, CN Poşta Română has not witnessed a
fluctuation in the number of postal subunits. Their number was 7064 in
2005 and 7.060 in 2009 and the aim of maintaining the number of
postal subunits was to improve the efficiency of the activity within the
company.
Operative postal subunits are found across the country and ensure the
provision of the entire service portfolio of CNPR (postal, financial, banking,
direct marketing, indoor advertising, electronic mail, commercial services,
contract and agreement-based services etc.).
Operative postal subunits are subordinate to County Post Offices (OJP)
and District Zonal Offices (OZS) in the case of postal subunits in
Bucharest.
Pag. 18
Situation of VPN/ADSL Offices
CN Poşta Română currently holds a computer network grouped into two
categories: Virtual Private Network (VPN) and Dial-Up (ADSL).
Computerization is a strategic objective of the company, allowing to
conduct operations under the best safety conditions, given the fact that
secure computer systems and private communications networks are used.
Regional Directorate VPN Offices ADSL Offices
Bucureşti 103 -
Braşov 75 67
Bacău 29 28
Craiova 42 35
Constanta 40 29
Cluj 71 44
Timişoara 77 37
Iaşi 49 25
Galaţi 34 15
Ploieşti 53 38
Total 573 318
Pag. 19
7. Trading activity
DOMESTIC AND INTERNATIONAL MAIL
Written communication printed or
recorded on material support, to
be transported and delivered -
otherwise than electronically - at
the address indicated by the
sender on the item or its
packaging.
This category includes letters, postcards (simple postcards, semi-
illustrates, picture postcards, greeting cards), aerogrammes.
The evolution of income from letter mail during 2008-2009
Thousand lei:
YEAR 2008 YEAR 2009
Pag. 20
The evolution of income from domestic Acknowledgment of Receipt letters(A.R.) in 2008-2009
Thousand lei:
YEAR 2008 YEAR 2009
The evolution of income from international Acknowledgment of Receiptletters (A.R.) in 2008-2009
Thousand lei:
YEAR 2008 YEAR 2009
Pag. 21
PRESS SUBSCRIPTIONS
Newspaper, magazine subscription contracts and home/head officedelivery contracts.
DOMESTIC AND INTERNATIONAL POSTAL PARCELS
Mail items containing goods with or without commercial value; parcels
should not contain other postal items.
The evolution of income from postal parcels during 2008-2009
Thousand lei:
YEAR 2008 YEAR 2009
ANNOUNCED PARCELS
Postal item ensuring the transport and delivery of goods with or without
commercial value, which can circulate unconditionally in standard
packages (bags, satchels); the sender is required to notify the addressee
regarding the date and time when he/she can come to the post office to
pick up the announced parcel.
Pag. 22
The evolution of income from Cash on Delivery Service during 2008-2009
Thousand lei:
YEAR 2008 YEAR 2009
Pag. 23
DOMESTIC EXPRESS SERVICES
Prioripost
Represents the domestic express service of Poşta Română for documents
and goods, available to customers in a large network of approximately
1,000 localities.
Prioripost with fixed insured valueExpress items of financial-accounting or fiscal documents.
Ultrapost
Domestic ultra-fast taking over, transport and delivery service for postal
items in and between approximately 18 cities.
INTERNATIONAL EXPRESS SERVICES
EMS
Express Mail Service grants the rapid dispatch of documents and goods to
international destinations, against fees set according to the countries of
destination and weight levels.
SKYPAK
International rapid courier product carried out based on a partnership
between Compania Naţională Poşta Română S.A. and TNT Romania, for
sending documents and goods in over 231 countries and territories.
Pag. 24
The evolution of income from Express Services during 2008-2009
Thousand lei:
YEAR 2008 YEAR 2009
DOMESTIC MONEY TRANSFER
Domestic money order
A registered item by means of which a postal subunit ensures the
remittance to a certain destination of an amount of money (in lei)
entrusted by the sender. The payment is made in cash or in a bank
account.
Electronic money order
A service ensuring the electronic remittance of unlimited amounts of
money, in RON, to the addressee, at any postal address or directly in a
corporate account.
Pag. 25
On-line money order
A service ensuring the electronic remittance of an unlimited amount of
money, in RON, within 1 hour from depositing of the amount, provided
that the recipient is present at the postal subunit of destination.
The evolution of income from Domestic Financial Services during 2008-2009
Thousand lei:
YEAR 2008 YEAR 2009
INTERNATIONAL MONEY TRANSFER
International money order
A financial service allowing customers to send and receive money
(EURO/USD), available for countries that are part of agreements. The
addressee is notified on the arrival of the international money order and
Pag. 26
asked to come at the post office designated to perform this service for the
addressee’s area of residence.
EUROGIRO
Specialised financial service allowing the transfer of money (EURO/USD) –
for the countries that are part of agreements – in a fast and safe system,
based on an electronic system of money transfer. The addressee is
notified on the arrival of EUROGIRO money order and asked to come at
the post office designated to perform this service for the addressee’s area
of residence. The Cash EUROGIRO service (also called EUROGIRO-CODE)
facilitates the international transfer of cash on delivery amounts collected
from the addressees of postal items accompanied by international cash on
delivery money orders.
EUROGIRO Cash Internaţional
EUROGIRO Cash International (E.C.I.) is a specialised financial service
provided by Eurogiro and the International Postal Union by means of
Eurogiro network allowing customers to send and receive cash (Euro) at
the post office desk. The transfer is performed in a fast and safe system,
based on an electronic system of money transfer, and the payment can be
made after two days (but not later than 30 days). The sender must inform
the addressee about the transfer and the details of the operation.
Western Union
Fast and secure money transfer (it may be available within 10 minutes),
accessible through a network of over 345,000 locations in over 200
Pag. 27
countries. The sender must inform the addressee about the transfer and
the details of the operation.
The evolution of income from Western Union financial transfers during2008-2009
Thousand lei:
YEAR 2008 YEAR 2009
PREPAID CARD
Poşta Română, in partnership with APS (Advanced Payment Solutions),
offers the prepaid Cashplus MasterCard, an ideal money management
tool, to make payments and purchases at retailers or directly online.
PAYMENT OF INVOICES AND INSTALMENTS
Poşta Română provides its customers with the possibility to pay at the
postal subunits the equivalent value of invoices issued by the main utility
and service providers (Romtelecom, Orange, Cosmote, Telemobil (Zapp),
Electrica, GDF Suez, UPC, DTH Television (Boom TV), Akta, Atlas Telecom,
Eufonika, Avon) and the instalments under consumer loan contracts (BRD
Finance, Citibank, Raiffeisen Bank S.A., Credit Europe Bank, Garanti Bank
Pag. 28
International, Porsche Bank, Millennium Bank, RBS Bank, Cetelem, EFG
Retail Services IFN S.A., GE Money).
The evolution of income from Loan Instalment Collections during 2008-2009
Thousand lei:
YEAR 2008 YEAR 2009
ROVIGNETTES
Poşta Română subunits provide their customers with the possibility to pay
the fee for using the national road network in Romania for periods of 1
day, 7 days, 30 days or 12 months and the issue of rovignettes.
MAIL BOXES
By means of its subunits, Poşta Română offers for rent mailboxes for
customers (natural persons or legal entities) who want to pick up
personally, by proxy or delegate the items in the following categories of
services: mail letters (correspondence, printed papers, Infadres, "M"
bags), parcels, Prioripost, money orders.
Pag. 29
COMERCIALIZARE PRODUSE
Poşta Română subunits offer for sale a wide range of items: stamps, fiscal
and legal stamps, postal stationery, telephone and internet access cards,
packaging, stationery and office items, consumables and other consumer
goods.
DIRECT MARKETING SERVICES
Infadres (Direct mail)
Direct mail items that consist solely of advertising or marketing materials
containing an identical message, except the name, address and
identification number of the addressee, as well as other modifications that
do not alter the content of the message.
Postmesager
Domestic items (weighing up to 20 grams) that consist solely of
advertising or marketing materials containing an identical message,
except certain changes that do not alter the content of the message. The
items are delivered to addressees without an address specified by the
sender (unaddressed items).
Postmesager Plus
Domestic items (weighing up to 20 grams) that consist solely of
advertising or marketing materials containing an identical message,
except for certain changes that do not alter the content of the message.
These items are delivered to a specific market segment, selected by the
customer or provided by Compania Naţională Poşta Română, possible to
apply (semi-addressed items).
Pag. 30
Postcatalog
Domestic items (weighing 21- 2,000 grams) that consist solely of
advertising or marketing materials containing identical messages, except
for certain changes that do not alter the content of the message.
Postafiş
The display of advertising posters at the premises of Poşta Română.
Produse şi servicii ale Fabricii de Timbre:
Stamps (legal), blocks, sheets, mini-sheets;
Miscellaneous: posters, diplomas, presentation folders, certificates,
greeting cards, calendars, brochures, prospectuses, magazines,
covers, catalogues, leaflets, etiquettes on chromo paper or stickers,
light packaging, broached books;
Ştamps;
Correspondence envelopes, various envelopes (customized
envelopes, theme envelopes with printed stamp, event and
anniversary envelopes);
Normal regime forms (postal specific forms), special regime forms
(fiscal invoices, shipment slips, receipt books, deposit certificates,
cheques, shares, bonds, payment orders, diplomas);
Postcards;
Postal stationery: money orders, remittance bulletins, semi-
illustrated postcards;
Newspapers;
Invoices: database processing (variable data printer), folding, and
insertion in envelopes.
Pag. 31
8. Financial indicators
Main economic and financial indicators achieved in 2009,
compared with the approved income and expenditure budget
- mii lei -
INDICATORIBUGETAT
2009REALIZAT
2009 +/-Grad derealizare
%
TOTAL INCOME 1,543,950 1,500,147 - 43,803 97.16
Income from operation 1,487,300 1,458,436 -28,864 98.06
Financial income 56.650 41.711 -14.939 73,63
TOTAL EXPENSES 1.539.075 1.681.670 142.595 109,26
Operational expenses 1.533.438 1.669.423 135.985 108,87
Financial expenses 5.637 12.247 6.610 217,26
GROSS RESULT 4.875 -181.523 -186.398 -3.723,55
Result from operations -46.138 -210.987 -164.849 457,30
Financial result 51.013 29.464 -21.549 57,76
The deterioration of the gross result of C.N. Poşta Română S.A. in 2009,
when the company witnessed a gross loss of 181,523 thousand lei, was the
result of several factors:
a downward trend in the volume of mail activities performed by C.N.P.R.
in early 2009, mainly due to the worsening economic crisis, which
affected the postal services market and decreased the growth pace of
C.N.P.R. turnover rate;
them conclusion of asset and service purchase contracts in the second
half of 2008, which encumbered expenditure during 2009 and exceeding
the expenditure proposed in the approved budget.
Pag. 32
In these circumstances, despite the efforts made during 2009 to attract
new customers and increase the volume of activities on one hand, and on
the other hand the efforts for a responsible management of certain
categories of expenditure and renegotiation of certain contracts with the
providers of services necessary to carry out the activity of Poşta Română,
the growth rate of total expenditure in 2009 compared to 2008 was much
higher than the growth rate of total income, which led to the deterioration
of the economic and financial situation of Poşta Română in 2009.
Pag. 33
9. Investment and development
C.N.P.R.'s investment
strategy was aimed
primarily at creating
appropriate conditions for
the performance of postal
activities and the creation
of a better image of Poşta
Română by ensuring
optimal working areas for
employees.
The main categories of investment made in 2009 were:
Constructions works
upgrading and development of buildings that have improved the
working conditions for employees;
the initiation of the project to reduce risks in the event of natural
disasters and preparedness for emergency situations, a project
which is part of the "Programme for the Prevention and Risk
Management during Natural Disasters - Part B: Seismic risk
reduction".
Pag. 34
Purchase of postal equipment and machinery
Quality, increased speed, reliability and high efficiency are just some of
the features of the new equipment. The technological upgrading of postal
services at European standards will implicitly lead to attracting new
customers and a diversification of services provided to the public.
In 2010 "further investment" will continue under the form of works or
purchases for which procurement contracts are in place with suppliers,
designers or constructors who won the tenders or invitations to tender
and require immediate payment.
Pag. 35
10. Quality Certification System
Postage service quality is a constant concern of C.N. Poşta Română, in
terms of achieving its permanent mission to ensure the timely delivery of
postal items on the national territory, as well as to accomplish the
increasingly strict demands of its customers. In order to materialise the
continuous quality improvement aspirations, C.N. Poşta Română decided
to implement the quality management system in accordance with SR EN
ISO 9001:2008 standard, an important goal which gives users confidence
in the services provided, thus becoming a decisive factor in increasing the
competitiveness and credibility of the Company.
Thus, during 2009 the following objectives have been achieved in the
quality management system:
Implementation and certification of the Quality Management
System in accordance with the requirements of SR EN ISO 9001:2008
standard, within Bucharest Shipping Division and Bucharest
Express Courier Division.
Elaboration and approval of all documents related to the Quality
Management System, according to the requirements of SR EN ISO
9001:2008 standard (by the Decision of the Board of Administration
Pag. 36
No. 2/08.12.2009). The date of February, 1st 2010 was set as the
deadline for obtaining the C.N.P.R. certification for the fields of activity
"postal activities carried out under the universal service
obligation. Other postal and courier activities".
Organization of "Training courses for internal auditors of quality
management systems, in accordance with the requirements of
SR EN ISO 9001:2008 standard" for a total of 60 employees. The
process will also continue in 2010, aimed at training internal auditors of
quality management systems for newly established branches.
Within C.N. Poşta Română S.A., the statistical determinations for
internal mail items of the fastest standard category are made
according to SR EN 13850:2003 standard - (Postal services.
Service Quality) by an independent monitoring body; in accordance with
the laws in force concerning intra-European international items in the
fastest standard category, the UNEX system was used and the
measurements were carried out by an independent monitoring company.
The auditing of the measurement results required to assess the quality
objectives, in compliance with SR EN 13850:2003 standard was also
carried out by independent experts.
Pag. 37
Perspectives and objectives pursued in 2010
"The ISO 9001:2008 Certification" for "postal activities carried
out under the universal service obligation and other postal and
courier activities" is a confirmation that the management system
configured within the organisation meets the requirements imposed by
the standard. The implementation of the Quality Management System
within C.N. Poşta Română S.A., in accordance with SR EN ISO
9001:2008 standard reassures the service users regarding the
consistency of the service quality, becoming a decisive factor in
increasing the competitiveness and credibility of the company.
C.N.P.R. will consider the designing of the Internal Managerial
Control System, according to the provisions of the Decree no. 946 of
July the 4th, 2005 for the approval of the internal control Code,
containing the internal management/control standards within public
entities and for the development of the managerial control systems, as
amended and supplemented, under the coordination and counselling of
M.C.S.I. representatives.
The process of implementation and certification of the Quality
Management System was initiated, under the international
accreditation referential SR EN ISO 9001:2008 for the Financial
Services Branch.
The implementation and certification of Information Security
Management System within C.N. Poşta Română S.A. is in progress as
well, in accordance with the requirements of ISO / IEC 27001:2006
standard.
Pag. 38
11. Events of 2009
Epistolary contest
Since 1991, in cooperation with the Ministry of Education, Research and
Innovation, Poşta Română has been organising an annual epistolary
contest for students up to 15 years old. The theme is set annually by the
Universal Postal Union. The contest takes place in four stages: county,
regional, national and international. On October 9th, 2009, the World Post
Day, the epistolary contest was launched with the topic "Compose a letter
explaining why is it important to talk about AIDS and to protect ourselves
against the disease". The contest will end on March 17th, 2010 with the
nomination of winners at the national stage. The best paper, accompanied
by a translation into French, English or Spanish, will be submitted to the
UPU International Bureau until April 30th, 2010.
The Postmen’s March
Since 1977 C.N. Poşta Română
has been organising a competition
with the longest tradition in the
history of Poşta Română, the
Postmen’s March. The event
organised in three phases - county,
regional and national - has already
become a tradition and also an
opportunity to bond for postmen
who enjoy sports competitions.
The National Phase of the
Postmen’s March was held in May 2009 in Gura Humorului. The top five contestants for boys
and the top three contestants for girls have participated in the Balkan Postmen Competition in
October 2009, in Turkey. The representatives of Romania have won the top rankings.
Pag. 39
Open Days at the National Philatelic Museum
From October the 7th to October the 11th, 2009, the event “Open Days at
the National Philatelic Museum” was held as an event dedicated to children
in Bucharest. This event, held annually since 2005, is designed to
familiarize pupils of the first 8 years of studies with the world of stamps,
letters and other means of communication by regular mail. Admission is
free for students and their accompanying teachers.
"Flowers for women mail carriers" – 1st - 8th of March
The 8th of March was dedicated to the women working for Poşta Română.
More than half of Poşta Română employees are women. The Postman
Newspaper dedicated an issue of the newspaper to their female colleagues
in Poşta Română. Representatives of the Public Relations Department
visited the post offices in Alexandria, Teleorman County, offering flowers
to their female colleagues on behalf of the Editorial Board. Events paying
tribute to the women in Poşta Română took place in other postal subunits
across the country, as well.
Poşta Română in the campaign "Do not go on the other side"
Poşta Română has joined the social awareness campaign "Do not go on the other
side", launched by the Bucharest Traffic Police Brigade in June 2009, aiming to
reduce road accidents. In September, upon the delivery of retirement
allowances, Poşta Română distributed in Bucharest informative leaflets by means
of postmen. This campaign was intended for elderly people and was aimed at
raising awareness regarding the risks they are exposed to when crossing the
street where it is not allowed to.
Pag. 40
Poşta Română involved in the "Forest Month" programme
Postmen across the country planted over 12,600 seedlings within the
reforestation program called "Forest Month" launched by Romsilva in the
spring of 2009. The planting took place in an environmental education
programme initiated by Poşta Română aimed at fostering volunteerism
among its employees, through their awareness about the important role of
the environmental protection for the sustainable development of Romania.
The ultimate goal of the action was to plant across the country a number
of trees equivalent to the number of trees cut for the production of 130
tones of paper consumed each year within Poşta Română.
Drawing contest
Poşta Română continued the tradition of organising drawing contests
attended by thousands of children across the country every year. On
Children’s Day, Poşta Română has awarded prizes to the winners of the
drawing contest "Portrait of a Postman." The prizes consisted of four six-
night travel packages in June in Eforie Sud (Constanţa county) and Agapia
(Neamţ county).
"Wonder Land"
On June 1st, on the International Children's Day, the "Wonder Land" event
for children of all ages was organised in Piata Sfatului in Braşov, aimed at
achieving a world record: "The longest chain of children in the world". This
chain involved over 4,000 children. The event implied performances on
stage by 1,000 children in music, dance, fashion, puppet shows, contests
and demonstrations organized by divers in a 10,000-litre pool. Also on
June 1st, 400 children from Braşov participated in the contest entitled "A
letter properly filled in will always arrive at the destination". Children were
taught to fill in properly on the envelope the addressee’s address, the
Pag. 41
sender’s address and the postal code. The prize of this contest was a trip
by bus to Bucharest, for a total of 36 children.
"I want to go to school too"
In September 2009, the campaign "I want to go to school too" was
launched and held at Braşov Regional Post Office Directorate. This
campaign aimed at raising school supplies for children without financial
possibilities. Special collection boxes have been installed in all post offices
in Braşov municipality, in Magnolia Shopping Centre Mall and in schools in
Braşov municipality. All the supplies collected were donated to the
children in rural areas.
"Enter the Magical World of Santa Claus"
Poşta Română along with Raiffeisen Bank launched in December 2009 the
campaign "Enter the Magical World of Santa Claus", dedicated to children
between 3 and 14 years old. During the month December, children had
the opportunity to purchase at any post office in the country, a kit
containing an envelope, an A4 sheet for the message to Santa and a
postcard. Once filled in, the letters were sent to Santa Claus, at the pre-
printed address on the envelope. All the letters have participated in a
raffle held for the nomination of winners of the five prizes which consisted
of trips to Lappland.
ProACTIN
Along with other postal administrations, Poşta Română participated in the
ProACTIN international project programme (Proactive Acquis
Communautaire Training Initiatives) which ended in June 2009. ProACTIN
project was based on a trainers’ training” programme by means of
training, bilateral visits and national campaigns to disseminate knowledge.
Over 550 employees of Poşta Română have been trained under this
Pag. 42
programme at the level of the senior and middle management in the
areas: Marketing and Public Relations, Service Quality, Relationship with
the Government organisms, Accounting Management, Project
Management.
C.O.U.R.I.E.L Project
By signing the Cooperation Agreement in January 2009, Poşta Română
became a partner in the C.O.U.R.I.E.L. Project together with Magyar Post,
developed under the Leonardo da Vinci programme and coordinated by
Hellenic Post, with a completion deadline in September 2010. The project
is aimed at developing an interactive learning programme, dedicated to
the staff involved in courier services. The target group consists of
employees involved in route planning (coordinators), and those involved
in the transit of such routes (postmen). The C.O.U.R.I.E.L. Project was
approved by means of Leonardo da Vinci EC Programme, with a total
budget of Euro 312,017, an amount borne in a proportion of 75% by this
programme, while the remaining 25% was ensured from own resources
Analysis and modelling of requirements ;
Research and development of theoretical material;
Designing and development of the simulation system;
Implementation of the interactive training system;
Dissemination;
Project management.
Western Union - money transfer service
In an event held in May 2009, Poşta Română launched a new Western
Union service for money transfer from the country to over 200 countries
and territories worldwide, within the entire global network operated by
Western Union. The event was attended besides CNPR representatives, by
Pag. 43
Mr. Hikmet Ersek, executive vice president of Western Union. The
launching of the new service represents for Poşta Română an opportunity
to be at the same level with other operators across the world that transfer
money through Western Union, and meets a requirement that has been
felt on our financial services market.
The Campaign of supporting children with Down syndrome
Poşta Română continues its fundraising campaign to help children
diagnosed with Down syndrome. In almost 3,000 postal subunits across
the country, silicone bracelets imprinted with the campaign slogan "There
is a road to a normal life" are sold. The money collected is donated to
Bucharest Caritas Association, for building a Social Services Facility for
Disabled Persons in Bucharest. The campaign is also intended to send a
message to the people about the opportunities of social integration of
children with Down syndrome.
Pag. 44
12. Projects, perspectives, targets
The reorganisation of C.N.P.R.
In order to achieve the objectives
and manage the challenges both at
a strategic and organizational level,
measures will be implemented for
the reorganisation of C.N.P.R.
consisting in the establishment of
up of five profit centres and five
support and profit centres.
International Relationship
maintaining the cooperation relations with UPU member countries,
international economic structures, irrespective of their development
system (horizontal or vertical / sector) by correspondence, bilateral
working visits or theme workshops;
monitoring the emergence of new regulations or rules in the postal
sector and their notification to stakeholders;
monitoring the emergence of new international structures in the
postal field and joining them, in case of competing interests;
experience exchange between the postal operators from candidate
countries or countries potentially candidate for E.U. accession, or
simply between more experienced operators in the field, for the
extension and upgrade of the concept of international relations;
participation in projects and programmes focused on the socio-
economic component, in the context of the sustainable development
strategy supported by UPU.
Pag. 45
Reissue of the "THE POSTMAN"
The periodical will be issued monthly and will promote transparent
management. The changes would also apply to the format, graphics and
editorial content. The magazine will contain 24 A4 pages, will be fully
coloured and printed at the Stamp Factory. "THE POSTMAN" is the main
internal communication channel illustrating positive aspects in the
company’s life and activities.
"THE POSTMAN" aims mainly to inform Poşta Română employees correctly
and continuously on the targets set by the company’s management and
the ways these objectives can be achieved.
Development and implementation of online services
Poşta Română launched a series of projects in the online services field:
- implementation and development of the PostMarket service by extending
the payment methods and online payment, the home delivery area (door
to door), by modifying the merchandise takeover system from suppliers,
by diversifying the range of products that can be purchased through the
PostMarket network, by implementing a system of choice and selection of
different products printed by Poşta Română and distributing them to the
addressees specified by the sender, by establishing the call service centre
for e-commerce activity, implementing ticketing activities, fostering and
developing partnerships, etc.
"Ion B. Georgescu" Awards
The Public Relations Department proposes to resume the annual "Ion B.
Georgescu" award festivity on the 9th of October, the World Post Day,
paying a tribute to the employees who carried out outstanding activities in
defending the values of C.N. Poşta Română S.A. Such prizes are designed
to highlight the postmen who have distinguished themselves during year,
Pag. 46
in various acts of courage, dedication and loyalty to work place and the
values of Poşta Română.
"A book opens a new world" Campaign
Poşta Română will launch in the first half of 2010 the campaign "A book
opens a new world" for its employees and customers. All the books
collected will be donated to the schools in rural areas at the beginning of
the 2010 - 2011 school year. The campaign "A book opens a new world" is
part of a series of activities carried out by Poşta Română involved in
supporting the communities where it operates.
"Drugs ruin everything! - Life beats weed” Campaign
Poşta Română will participate in the anti-drug campaign initiated by the
Bucharest Police - Analysis and Crime Prevention Division, called "Drugs
ruin everything! - Life beats weed". This campaign targets young people
and aims to send a message about the consequences of drug use.
" Discover nature "
Poşta Română will launch the "Discover Nature" campaign which will
consist of marketing biodegradable pens in its postal subunits. This
activity will take place throughout 2010 and the money collected from the
sale of pens will be used for rigging up biology laboratories in several
schools in the county of Braşov. The campaign aims to raise awareness
among Romanians regarding the importance of environmental protection
and observance of protection measures and to associate personal well-
being with their living environment.
"We plant for Romania"
Since 2009, C.N. Poşta Română included on the list of social responsibility
campaigns it carries out, voluntary activities performed by its employees
in reforestation programmes across the country. The employees of Poşta
Pag. 47
Română have planted thousands of saplings last year at a national level.
Given the impact that "We plant for Romania" campaign had, organised in
partnership with Romsilva Forest National Administration, it will continue
during 2010, as well.
The Epistolary contest
Poşta Română will continue the tradition of events intended to children.
Among them there is the epistolary contest for students up to 15 years
old. The contest was created in 1969 on the occasion of Tokyo Congress,
and was officially launched in 1971. The new edition of the competition
will be launched on October the 9th, 2010 and the theme set by the
Universal Post Union is “Imagine that you are a tree living in the forest.
Write a letter to someone explaining why it is important to protect the
forests".
Biodiversity International Day
On the Biodiversity International Day, Poşta Română and the Ministry of
Foreign Affairs will organise an exhibition of Romanian stamps issued in
the last 40 years. The event will be held at the Ministry of Foreign Affairs
and will be attended by representatives from the Ministry of Environment
and Forests, the Ministry of Communications and Information Society and
Media representatives.
"100 Years of Aviation in Romania" Exhibition
The National Philatelic Museum, a branch of C.N.P.R., will host until
September 2010 the "100 Years of Aviation in Romania" exhibition,
organised to celebrate a century from the first flight in the Romanian
airspace of an aircraft built and flown by a Romanian: Aurel Vlaicu. The
exhibition will highlight the most outstanding personalities and the most
important moments in the history of Romanian aviation from the beginning
Pag. 48
to the contemporary period. The exhibition will be organised in
collaboration with the National Military Museum, the "Dumitru Prunariu”
Museum of Aviation – Pucioasa , Pilot and Ultra-light Motor Aircraft Owner
Association in Romania, “N. Mateescu" Kids Club –Pucioasa.
"Windows to Brazil"
Among the series of activities dedicated to philatelic events there is the
philatelic exhibition "Windows to Brazil". The exhibition will display five
collections of philatelic issues representing stamps issued over time by the
Post Office and Telegraph Brazilian Company (E.B.C.T.). These postal
stamps illustrate sports, nature and life riches, Brazilian cultural and
natural values, showing scenes from the everyday life of Brazilians.
Creating a team of internal trainers
In order to achieve the objectives aimed at the continuous improvement
of staff, it is first necessary to establish and train a team of internal
trainers able to deliver training programs for all the categories of C.N.P.R.
staff.
The team of internal trainers will be recruited by means of an examination
of C.N.P.R. employees who are willing and professionally ready to conduct
this activity in Bucharest and the Regional Centres in Timişoara, Braşov,
Iaşi and Constanţa.
The trainers selected will be trained to deliver training programmes and
will then be accredited as C.N.F.P.A. authorised trainers.
