The QoS indicators for postal services cover areas such as the delivery of local basic letters and local registered letters.

In a move to maintain high standards in basic letter delivery services, the Infocomm Development Authority of Singapore (IDA) has increased the financial penalty for non-compliance with its Quality of Service (QoS) indicators for postal services. This was one of the changes that took effect from 1 July 2012 under a revised QoS framework which applies to Singapore Post Limited’s (SingPost) basic letter delivery services.

As the designated Public Postal Licensee, SingPost is required to perform a set of Universal Service Obligations as determined by IDA. These include providing services for the conveyance and delivery of letters to any person in Singapore who requests for such services, and providing and maintaining post boxes and post offices throughout Singapore.

The QoS indicators for postal services cover areas such as the delivery of local basic letters and local registered letters, the local delivery of incoming basic letters received from overseas and the despatch of outgoing basic letters to overseas destinations. For example, under the framework, 99 per cent of local basic letters addressed to a recipient within the Central Business District have to be delivered by the next working day.

One key change under the revised framework is the increase in financial penalty for breach of the QoS standards, from the current penalty of S$1,000 to S$5,000 per month per indicator to up to S$50,000 per month per indicator.

Another key change is the requirement for SingPost to appoint an independent assessor to conduct a sampling letter test on a monthly basis. Previously, SingPost’s compliance with IDA’s QoS framework was measured via a sampling letter test carried out by SingPost. Under the revised framework, SingPost has to appoint an Independent Assessor at its own cost to conduct the monthly sampling letter test.

Mr Leong Keng Thai, IDA Deputy Chief Executive and Director-General (Telecoms & Post) said IDA reviews its QoS framework regularly to ensure the continued relevance of the postal QoS standards in today’s environment. “While the standards remain relevant, the changes underscore the importance of postal services, and ensure that SingPost will continue to improve its service standards to meet the public’s postal needs.”

The QoS framework for postal services was previously reviewed in 2006. IDA initiated another review in 2011 in view of the increase in consumer feedback regarding basic letter services, and to ensure that the standards remain relevant in the current environment.