Re-opening the post: Postcomm and the quality of mail services

Executive summary
Part 1
Introduction
Royal Mail
The European Framework
The universal postal service in the Postal Services Act
Postcomm
Audit scope, Criteria and Methodology
Part 2
The current performance regime
The need for a performance regime
The design of the current performance regime
Shortcomings of the current performance regime
Additional measures of quality of service
Incentives on Royal Mail
Royal Mail’s performance
Part 3
The proposed performance regime
A more consumer focussed performance measurement system
Defining the universal postal service further
Greater clarity in implementation
The future of the proposed regime
Appendices
Audit criteria and methodology
Results of the National Audit Office survey of domestic users of postal services
Correlations
International benchmarking
Research examined during the audit
Timescale for 2006 Price Control
P:LibraryPostalNAO Re-opening the post Postcomm & QoS.pdf