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European Comission's presentation by Werner stengg - eTradeSummit 2014


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What does the consumer expects as logistic service in Europe? What are the barriers for cross-border sales and what brings the future? You'll get trends, insights and a clear vision on how to manage your logistics in the future.

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European Comission's presentation by Werner stengg - eTradeSummit 2014

  1. 1. The future of parcel delivery in Europe and beyond Werner Stengg EC, DG MARKT, "online & postal" E-Trade Summit, Brussels, 2 October 2014
  2. 2. The context
  3. 3. Source: European Commission E-commerce: Major obstacles to cross-border trade, separated by retailers(% of retailers who agreed that the obstacles mentioned are "fairly important" or "very important"
  4. 4. E-commerce: Better cross-border parcel delivery as key enabler for further growth Source: European Commission Greater choice of delivery options Lower delivery charges, in particular for SMEs Improved information and tracking Simpler return options User-friendly, affordable and easily accessible delivery services
  5. 5. Information gaps “I wonder where and when my package will arrive…” “What can I expect from the express delivery that I just ordered?” “Will the delivery operator refund me when a parcel is lost or damaged in transit?” 6 “What delivery options do I have?” Source: CE, 20136
  6. 6. Service gaps “Why can’t I choose another supplier for the delivery service?” “I wish I could offer tracking to my foreign customers” “Why is cross-border delivery twice as expensive as domestic delivery?” “I would have preferred evening delivery but it is not available on the website…” Source: CE, 20137 7
  7. 7. Performance gaps “My package is delayed. It should have been here days ago” ”I get so fed up with the complicated procedures for filing complaints about delivery.” ´”I was at home all day, only to find a slip in my mail box saying that I wasn’t there at the time of delivery.” 8 ”My parcels were not picked up today.”
  8. 8. What does the European Parliament think about this?
  9. 9. Own initiative report February 2014 • Notes cross-border weaknesses in competition between delivery operators in some Member States and deplores the lack of transparency on the pricing conditions and performance of the services concerned • Considers more transparency and better and more readily comparable information on available delivery options, prices and conditions to be paramount for consumers
  10. 10. Own initiative report February 2014 • Notes the significant gap between consumer expectations and the availability of convenient, innovative services such as relay points or parcel kiosks, or terminals, round-the-clock services available at any time, track-and-trace solutions, consumer-friendly delivery places and times, or easy return policies • Stresses that more affordable delivery options for consumers and sellers, SMEs included, are imperative
  11. 11. Own initiative report February 2014 • Calls on the Commission to create platforms for cooperation and information exchange between delivery operators in order to promptly address the existing gaps in the EU delivery market in terms of innovation, flexibility, stock management, transport, collection and return of parcels, while respecting EU competition law
  12. 12. The Roadmap
  13. 13. "A roadmap for completing the single market for parcel delivery by mid-2015" • Increase transparency and information • For consumers (characteristics, costs) • For e-retailers (availability, performance) • For regulators (monitoring) • Improve the availability, quality and affordability of delivery solutions • Enhance complaint handling and redress mechanisms for consumers
  14. 14. Examples of actions TRANSPARENCY • Understandable information on delivery and return options on websites • Better information for (small) e-retailers • Collect relevant market data on domestic and cross-border parcel flows
  15. 15. Examples of actions IMPROVED SERVICES • Interconnect information systems to allow for data exchange in a multi-operator environment (e.g. T&T, labelling,…) • More effective returns solutions COMPLAINT HANDLING • Better co-operation with regard to complaint handling
  16. 16. Example: IPC e-Commerce Interconnect Programme • Enhanced lightweight product, incl track and trace • Priority postage-paid cross-border return service • Flexible delivery options (lockers, retail points, etc.) • Improved customer service (interlinked service centers) • Harmonised labeling concept
  17. 17. Example • Design and development of initiatives to support the growth of e-commerce via better functioning parcel delivery systems in Europe • (feasibility study, WIK) • commerce_final-report_en.pdf
  18. 18. Study:  Information platform on delivery services  E-commerce scoreboard on delivery and price performance  Delivery aspects in e-commerce trust marks  Improve parcel services in rural areas  Interoperability of cross-border delivery operations  Methodology to measure transit time of cross-border parcels in Europe
  19. 19. Initiative 1: Information platform on delivery services • Delivery operators to develop and publish a common agreed terminology for describing the operators‘ delivery services to all destinations. • Such (open) data would enable intermediaries (e.g. parcel brokers) or others (e.g. e-commerce associations, chambers of commerce) to develop additional information platforms and specific applications for e-retailers (e.g. search or comparison tools).
  20. 20. Initiative 1: Information platform on delivery services • Data covered: operators' services and terms, detailed information of origins and destinations offered by an operator, standards and options for collection and delivery, (expected) transit times by origin/destination, restrictions on weight, format, and forbidden goods, and tracking capabilities. • [Commission: consider legal obligations to ensure open data about service offerings, consider promoting or funding the development of such capabilities.]
  21. 21. 18 months to make progress… • Delivery operators • E-retailers • Member States & regulators (ERGP) • European Commission
  22. 22. Some challenges… • How to engage and "connect" stakeholders? (E.g. retailers, consumers, alternative postal operators, other service providers) • To discuss and validate problems and needs • To (jointly) develop solutions • How to find the right balance between "co-operation" and "competition"? • How to measure progress? • What to do if progress stays below expectations
  23. 23. Let's stay in touch!