Transcript BUSINESS SUPPORT PROGRAM FOR BULGARIA, ROMANIA, …

PRO.A.C.T.IN
(Proactive Acquis Communautaire Training Initiatives)
Bucharest, September 2 - 4, 2008
Prof. Umberto Triulzi
Pro-Actin Scientific Coordinator
INDEX
 TRAINING THE TRAINERS: BASIC CONCEPTS
 INFORMATION AND COMMUNICATION
 NATIONAL TRAINING OPERATIONAL PLANS AND
SUPPORT SYSTEM
 INFORMATION GATHERING
 GOOD PRACTICES MODELS
 WEB PLATFORM
 EMERGING TRAINING NEEDS, EXPECTATIONS
AND CONSTRAINTS IN ROMANIA
 DISSEMINATION
TRAINING THE TRAINERS PROGRAMME
BASIC CONCEPTS IN PROACTIN PROJECT
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Human resources development is recognised as a key factor to drive
change in Postal Services and to achieve the ProActin Project targets
Individuation for a selected target group of Trainer-Experts (Target
Group A)
The single trainer should dispose of basic training capacities and
technical skills, in order to be able to educate (Trainees) Postal
Operators staff and other key officials in understanding the effects of EU
accession on their business activities
Full familiarisation with the EU Postal Acquis through the Trainers
Compliance and implementation of the Internal Market Postal Acquis
CONCRETE PROBLEMS TO BE SOLVED (5 TARGETS OF ACCORD II)
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Quality of services (Directive (97/67/EC)
Financial accounting and reporting Directive (97/67/EC and following
modifications)
Adoption by postal staff of a culture of customer awareness, marketing
and sales
Role of Independent Regulatory Authorities in the new EU postal market
Lack of efficient planning and management tools and methods
TRAINER INVOLVEMENT IN PROACTIN
ACTIVITIES
ACTIVITY 1
• General Operational Planning and National Training Operational
Plans in the BCs
• Access to information and INFO/data gathering
• Scientific Coordination supervision
• Reporting to the Project National Contact Point
ACTIVITY 2
Training the Trainers’ Sessions in the Beneficiary Countries
ACTIVITY 3
Dissemination to Target Groups
Final Information Gathering
BASIC TRAINING SESSIONS FOR THE TRAINERS
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TOPICS PRIORITIES
Preparatory Session
April 10-11, 2008 Brussels
BC Training Sessions
BC
date
topic
Croatia
7/2008
Accounting, HR
Romania
9/2008
Quality of service
Turkey
10/2008
Customer relations
Bulgaria
11/2008
Regulation
Trainer to Trainees Session
30 postal-acquis Trainer-Experts  200 Trainees of the BC POs
 …..multiplier effect
INFORMATION AND COMMUNICATION:
GOOD PRACTICES MODELS
“GOOD PRACTICES”
Selected by the PSC and on the suggestions of the BC/EU ProActin Partners
PREREQUISITS TO GOOD PRACTICES
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positively evaluated by national/international operators
have clear aims and objectives that are easy to identify
be user– friendly and appealing to all parties involved
be adaptable, innovative and transferable to different conditions,
structures, countries
be sustainable and have a long–term perspective
be easily identified and their results easy to evaluate
be coherent with other good practices, ideally in both concept and
delivery
cclearly out-perform other practices (efficiency, effectiveness over a
range of relevant indicators)
be able to improve continuously
INFORMATION GATHERING
ACTIVITIES (1° YEAR)
Year 1
Activity
General planning (activity group 1)
forming the PSC, groundwork activities, coordination, reporting
analysis of the constraints/training needs, country reports
national operational training plans (for each BCs)
training materials (TMG, Glossary etc)
design, upgrading and start-up of the new database / web-platform
recruitment (trainers, technical experts, etc), individuation of trainees
implementation of the new, multi-lingual database and web-platform
Training sessions (activity group 2)
1st training session inBrx
2nd traning sessions
Semester 1
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Semester 2
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National Training Operational Plans and Support System
It will enable the Project Steering Committee (PSC) and the Trainers of the
Project Partners to operate immediately and to comply with the scheduled
project timing.
The "National Training Operational Plans and Support System" of the ProActin
Project will be composed of the following output:
a) General Operation Plan :
– Working Plan of "ProActin Multilanguage Web Platform database"
– Operational Plan of Project Steering Committee
– Operational documents of the Project Steering Committee (PSC)
– Operational guidelines for Demo, slides
– Abstracts of selected Files, Hypertext of the Operational Plans CD
b) National Training Operational Plans of the Beneficiary Countries
(BCs)
– Bulgaria Training National Operational Plan CD/Text
– Croatia Training National Operational Plan CD/Text
– Romania Training National Operational Plan CD/Text
– Turkey Training National Operational Plan CD/Text
WEB PLATFORM CONTENTS
• National Training Operational Plan and documentation,
information materials available or produced by the project
• Different materials according to the level of education of
the staff
• Data base on particular answers to particular questions
• Good practices experiences and business references
presented on the web page
• Web site: simple, updated regularly
• Forum consisting of experts  available on the website
• Web site should offer the possibility of communicating with
moderators
• Practical way of information dissemination and learning
activities (distant learning, e- learning)
Web Platform
The Postal Acquis Approach
• EU Institutions and
policies/programmes
• Acquis related to EU enlargement
• Implementation of the Acquis
• Good practices
• Bibliography and Glossaries
WHAT WE EXPECT FROM
Project Partners
• The web master draft translation in
your own language of:
– introductory ProActin web pages;
– areas description;
– menu items;
• Files related to the good practices
and case studies
EMERGING NEEDS AND CONSTRAINTS IN THE BCs COUNTRY
AN OVERVIEW FROM THE PROACTIN COUNTRY REPORTS:
ROMANIA
SUMMARY
• Romanian Post had implemented independent
measurement systems for transit time both for domestic
(beginning 2008) and international traffic (beginning 2005)
for priority letter mail, according to CEN Standard
EN13850.
• Romanian Post is in position to put in practice beginning 1
July 2008 a New Procedure regarding Inquiries and
Complaints handling, which is using much of the rules
specified on CEN Standard EN 14012.
• The quality standards imposed by National Regulatory
Authorities are the same as the ones précised on the
European Directives:
EMERGING NEEDS AND CONSTRAINTS IN THE BCs COUNTRY
AN OVERVIEW FROM THE PROACTIN COUNTRY REPORTS:
ROMANIA
• The customers of all kind, the customer representative
organizations and stakeholders are informed about the
objectives regarding the transit time, the number of Claims
and Inquiries.
• The customer satisfaction is taken into consideration by
Romanian Post using specific measurement instruments
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Focus group;
Face-to-face interview;
Omnibus;
Desk research;
• Therefore, Romanian Post has made a big efforts to
improve the quality of its existing postal services and to
develop some new ones, according the costumers needs
MAIN EXPECTATIONS and PROACTIN PROPOSALS
• To help the National Regulator to focus and to set up
training activities according to national priorities.
• Providing the mandatory regulations (UE Directives)
regarding the Postal Services field, especially the Human
Resources(HU) and Training activities
• Specialists and “know-how” (documentation, training
sessions) to implement the concrete measures in order to
integrate the activities of the Romanian Post with the
Postal Acquis institutional changes
• Benchmarching with international standard procedures
MAIN EXPECTATIONS and PROACTIN PROPOSALS
• Main constraints in the implementation of the EU
regulatory frameworks:
– luck of knowledge of the mandatory regulations (UE Directives)
regarding the Postal Services field.
– “know-how” to implement the concrete measures in order to integrate
the activities of the BCs POs with the Postal Acquis institutional
changes.
– the organization of the Postal Services in the Bcs
• The sector or operating services that need more technical
assistance to the implementation of the acquis
communautaire:
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human resources and the recruitment process
an evaluation system in the POs in line with with the EU standards;
an internal motivaton system - based not only on financial rewards;
more frequent links and communication/information campaign for the
customers
TARGET GROUPS
FINAL BENEFICIARIES
Target Group A:
• 30 Postal-Acquis Trainer-Experts and 200
Trainees representing managers and staff of the
BC POs.
Target Group B:
• 80 representatives of National Institutions
• Wider Postal Industry Organizations
• Other services of general interest utilities
• Small and Medium Sized Enterprises
• Consumer Associations, Civil Society, Research
Institutions etc.
DISSEMINATION CAMPAIGN
Internal dissemination (postal staff)
External dissemination (stakeholders)
For the EC: External dissemination is EQUALLY important as the Internal one
Successful dissemination: key element to a further BSP on Postal Acquis
CONCRETE DISSEMINATION ACTIVITIES:
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4 internal national seminars for each POs (“trainers train the trainees”) (2 days)
feedback reporting from trainees
best practices collection
study visits at EU POs (2 days)
help desk
national dissemination campaigns in all BCs
final information gathering from Target Groups A (internal) B (external
stakeholders)
1 final conference in Brussels
final database and web upgrading
final report for the EC
INFORMATION AND DATA GATHERING,
DISSEMINATION ACTIVITIES (2° YEAR)
Year 2
Activity
coordination, reporting (cont'd)
2nd training sessions in BCs (cont'd)
implementation of the new database and web-platform
3-monthly reports
Dissemination (activity group 3)
on-field study visits
internal technical national seminars at each BC POs
Focus group meetings
setting-up national Help Desks + necessary training
dissemination campaigns and final information gathering
final conference in Brussels
final training program evaluation
project follow-up of the with interested POs
final report to EC
Semester 3
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Semester 4
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Dissemination Campaign Through Focus Groups
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Each Focus Group should be composed of 12/15 representative members
of stakeholders in the wider postal industry sector such us:
– Express mail and Direct marketing companies;
– Transport and logistics, distributors;
– Public utilities;
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and others economic representative organizations:
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Large distributors;
Large Scale Enterprises;
Small and Medium-sized Enterprises;
Financial intermediaries;
Business interest group associations;
Postal clients and consumers associations;
Media and information.
Dissemination Campaign Through Focus Groups
The Focus Groups should also include:
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Representatives of national/local competent authorities;
Social partners;
Consumers associations.
In these meetings the PROACTIN project Trainers should approach, through an
interactive non formal discussion, the postal wider industry and users
in order to get a qualitative feedback about their
perception/impression of the changes related to the introduction of the
Postal Acquis (Directive 97/67/EC and 2002/39/EC) linked to the EU
internal market.
During the Focus Groups exercise the Trainers should discuss with the
participants on the effects (changes) of the Postal Acquis on Postal Organizations
and the wider postal industry and on how such changes can increase the quality of
postal services and the Human Resources capacity to face the increased
national/international
competitiveness.
Postal Acquis Information Day
• After collecting the recommendations, each CEEC Focus
Group will organize in its own structure one Acquis
Information Day with the involvement of the interested
European/national/local authorities (30 to 50 expected
participants).
• During these events a specific questionnaire for PCU
assessment will be distributed to the involved Target
Groups.
• The “Postal Acquis Information Day” alternatively could be
organized in form of “stand”, located by stakeholder’s
premises, or “press conference” (with publication on house
organ).
Acquis Information Campaign
through POs National Postal Network Offices
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The aim of this part of the dissemination programme is to inform
businesses operators and the general public of how the postal operator
will change its services in response to both EU directives and the needs of
its consumers.
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The external dissemination will be targeted towards a selected crosssection of BCs enterprises and businesses (particularly Small and Medium
Sized Enterprises and POs wider industry).
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Each “PROACTIN National Help Desk” will organize the dissemination
campaign in his/her country with appropriate businesses communication
tools and contents. This part of the project could involve a number of
different products, such as posters, leaflets, postcards, bookmarks, which
could be placed in post offices and elsewhere.
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The PROACTIN Teams will draft Poster Templates, different ones targeting
consumers and businesses. The templates will be sent to the BCs partners
in order to adapt the communication and for the translation and printing
activities.
NATIONAL TRAINING OPERATIONAL PLAN
DISSEMINATION TOOLS
Dissemination tools will enhance the efficacy of the dissemination campaign in
BCs and will be composed by the following documents:
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SUMMARY OF MAIN PROJECT ACTIVITIES, PROJECT PARTNERS ROLES
AND ASSIGNMENTS, TIMING, EXPECTED RESULTS AND OBJECTIVES
FOCUSED ON BCs BUSINESS ENVIRONMENT
Country Reports guidelines for trainers (training constraints/needs
analysis)
General Operational Plan, Web operational plan
Training for Trainer Tools
Trainer Methodological Guidelines (TMG)
The ProActin Trainer -Expert Vademecum
Glossary and EU INFO KIT ON THE POSTAL ACQUIS
Collection of “Good Practices” and “Case Studies”
NATIONAL TRAINING OPERATIONAL PLAN
DISSEMINATION TOOLS
• Special Training Tools
• Final ProActin Multilanguage Web Platform database release
• Translation of relevant documentation
• Feed back questionnaires
• Reporting activities produced: teaching materials, administrative operational template
samples, good practices etc.
• Useful Links
–Institutional links - National Regulatory Authorities (NRAs)
–International institutions
–Postal operators (Universal Service Providers - USPs)
–European Postal operators' organisations
–Other Postal industry stakeholders
–Postal industry news links
–European Commission
–Other EU and national Institutions
–EU Consultative Bodies
• Main Bibliographies
• Quality of Service Abbreviations
Thanks for your attention
Prof. Umberto Triulzi
University of Rome “La Sapienza”
email: [email protected]