China News Service, February 28th. According to the website of the State Post Bureau, the State Post Bureau issued a notice on the 28th, asking all delivery companies to effectively do a good job in ensuring delivery services to effectively help prevent and control the epidemic and restore economic order. The notice requires that relevant employees must not disrupt the normal provision and sales of protective materials such as masks. In addition, those who are unable to enter the community for delivery due to epidemic prevention and control should actively cooperate with units such as the community property to set up temporary delivery points in appropriate areas. It is necessary to do a good job of communicating with the user before delivery, and clearly inform the user of the exact location of self-pickup and temporary delivery of mail.
Data Map: Express company employees wear masks to sort parcels. Photo by China News Agency reporter Wei Liang
The notice pointed out that since the outbreak of the new crown pneumonia epidemic, postal and courier companies have steadily and orderly resumed work and production while scientifically and effectively preventing and controlling the epidemic. The good epidemic prevention and control work has made positive contributions and has been highly recognized by various circles. At the same time, some areas and enterprises have problems such as inadequate implementation of epidemic prevention measures, decline in the quality of delivery services, and unsuccessful after-sales services, which have aroused public concern.
The notice emphasized that enterprises should strictly control the places and links prone to the risk of cluster infection in accordance with local party committees and government requirements for epidemic prevention and control and the operating practices of business outlets during the epidemic prevention and control of the State Post Office. It is necessary to conscientiously ensure the protection of employees against epidemic conditions, implement relevant policies, and not disrupt the normal provision and sales of protective materials such as masks. Further optimize the organization of production operations to ensure that epidemic prevention and control requirements in offices, processing centers, customer service centers, employee dormitories, and employee canteens are implemented.
The notice emphasized that it is necessary to strengthen the organization and dispatch of the entire network, and effectively protect the production capacity of personnel, transportation capacity and equipment on the premise of good epidemic prevention and control. Optimize routing in a timely manner, and strive to ensure that mail shipments are not backlogged or rolled over. Strengthen the reasonable time limit management and scheduling of mail shipments, and give priority to the backlog and problematic cases caused by the epidemic situation. To focus on the delivery service, the use of smart express boxes for delivery must obtain the user's consent in advance, and strictly follow the service specifications. Those who are unable to enter the community for delivery due to epidemic prevention and control shall actively cooperate with the units such as the community property to set up temporary delivery points in appropriate areas. It is necessary to do a good job of communicating with the user before delivery, and clearly inform the user of the exact location of self-pickup and temporary delivery of mail. If the user collects the items centrally, the user should be reminded and organized to keep a reasonable distance to avoid the gathering of people when picking up the items. If the user fails to pick up the item in time, a secondary notice shall be made.
The notice requires that the normal handling of the complaint handling process should be ensured. Encourage the expansion of complaint processing channels through websites, hotlines, public numbers, mobile clients, etc., optimize the complaint handling process, and ensure the timely acceptance of user complaints. To appeal to users who occurred during the epidemic, it is necessary to communicate well with the users and explain the situation objectively. During the period when the State Post Office supports the resumption of work and production, and the postponement of the release of appraisal results, it is strictly forbidden to use epidemic prevention and control as a reason, to intentionally reduce the quality of services, to delay and defer the handling of user complaints, and to ignore the legal rights of users.
The notice emphasized the need to strictly implement the "three systems" of inspection and acceptance inspection, real-name acceptance and post-machine security inspection. During the resumption of work, safety hazards were checked and managed simultaneously, safety education and training was done, and safety management requirements were implemented for each employee.