The quality of service indicators (IQS) of CTT's universal postal service (US) were “below the respective performance objectives set for 2022”, says Anacom's report, with Correios pointing to the occurrence of several constraints.
“In view of the information made available, and without prejudice to the conclusions of the subsequent evaluation of the fulfillment of the IQS and performance objectives associated with the provision of the US, it appears that all the IQS are below the respective performance objectives set for the year 2022”, refers to the annual report of the National Communications Authority (Anacom).
The regulator adds that CTT "informed that the performance of the IQS in 2022 was affected by the occurrence of several constraints that negatively impacted the functioning of the postal network".
Among these constraints are, among others, “the pandemic situation associated with covid-19, aggravated in the first months of 2022, with the emergence of the new Ómicron variant, with a significant impact on CTT activity, affecting the performance of the quality of service during this period, namely due to worker absenteeism resulting from cases of infection or contacts with infected people, as well as difficulties in ensuring the adequate hiring of fixed-term workers (which, in themselves, according to CTT, will necessarily represent a unfavorable impact on the execution time of the tasks, given their lesser experience)”.
Added to this is the “increasing difficulty in hiring staff, due to the drop in the unemployment rate seen in Portugal, which did not fully satisfy the usual hiring needs to cope with the holiday season for distribution personnel” and “in adaptation capacity of the postal delivery center (CDP) teams in the implementation of new distribution reorganization studies, which aim to increase productivity and quality in the operation, as well as constraints in terms of managing mail balances in the CDP [Center of Postal Distribution]”.
CTT also points out “labor disturbances”, namely the general strike on June 17, “disruptions and limitations in terms of the distribution and collection of traffic resulting from the fires in the months of July and August”, in the municipalities of Ourém, Leiria, Pombal, Guarda, Covilhã, Loulé, Vila Real, among others, and resulting from the floods in December (with greater incidence in Greater Lisbon, Elvas, Fronteira, Mora and Coruche).
Correios de Portugal also points out the disruptions and limitations in terms of connections and transport capacity to the autonomous regions.
“According to CTT, without prejudice to the constraints verified, every effort was made to maintain the operation and service to users, without compromising their safety and that of workers”, the report adds.