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DO YOU KNOW WHAT YOU CAN DO IN THE POST ?

Everyone knows about the Post. But they do not know everything, because we constantly make efforts to anticipate the needs of our users, so that we can make pleasant surprises to them (strive to think ahead about our users needs). There are many ways and options to benefit from our business advantage + our diversified network, logistics, know-how and trust of users + for your business. This is a short introduction to see in what aspects you can rely on the Post, and how to save time and money through the integrated services of a sound and reliable partner, or you can design a special service that we can provide to you.

OUR MOST IMPORTANT RECIPE

The Post has existed for 170 years. Such long years of service were filled with much learning and work. What is the most important lesson we learned? As soon as people get used to have you as a part of their everyday life, it’s time for changes and the new services so to remain indispensible to the future generations.

WHY ARE WE TRUSTED THE MOST ?

Everyone knows for the Post, because the entire Serbia uses our services. Here, you can come across any citizen of Serbia, regardless of gender, age, education, profession, etc. We present an institution omnipresent in Serbia. Wherever you go, the post office is the main landmark, a place where you can complete various chores, or purchase something crucial at the moment, and always stands there for your convenience.

The Post is also a kind of junction for information about history, culture, economy and habits of the local environment. We are familiar with our customers’ soul, by standing close throughout their lives, both in their happiest moments and the time of grievances, when they need human and material support. This is why the citizens place a high level of trust in us, according to all the public opinion researches.

To preserve their trust, we are changing ourselves along with the needs of our customers and think ahead: what the future is like and what expectations it has from the Post? Our response is: we remain faithful to the fundamental civilisation and human values and come forward to all requirements of the modern age of fast global communications. We constantly make efforts in order not to allow the needs of our customers to surprise us, but to make pleasant surprises to them.

THE POTENTIAL THAT MAY BE YOURS

A question to you: although you have many times stood at our counters or had business meetings with our colleagues, and have been informed about us through various media or in informal conversations, are you confident that you know everything about how to use our business potentials for the work you do?

For example, have you ever thought of the benefit you might have from the fact that we possess the most widespread network in Serbia, with over 1,500 automated and high-tech post offices, providing online operation regime? Or you might find benefit in the logistic support organised on the entire territory of our country, which is modernised and developed for the multitude of services rendered to our customers?

Have you ever thought what knowledge and expertise should our employees possess in order that such a big and expanded system may efficiently serve itself and the needs of numerous customers? And how to benefit from all these kinds of knowledge, summed up in one place, working just with one partner who offers technologically integrated services, instead of hiring a special company for each one?

ONE STOP SHOP

Let us name but a few possibilities. We can start with the possibility to create an efficient programme and provide support for improvement of the information system in your company. When based on this you promote your product or service, or develop a new one, our Contact Centre can provide you with efficient support on market research, and directly connect you with the buyers and business partners, or establish your communication with the target group by Direct Mail service. We can follow the growth of your sales, either to make the shipping and customs clearance at the most favourable conditions, transport door-to-door of your products quickly and safely, sell them through our network, or to make services for you at the business counter on your behalf and your account, or that you, in the scope of your business, render some part of postal services based on the principle of franchising.

It is a piece of cake for us to prepare for you a bill for collection and to deliver it; to provide to you fast & safe money transactions, no matter if you pay-in daily receipts, or collect due amounts from individuals, or you wish us to make payments on the recipient’s address or some other money services that only the Post is capable to provide. In our post offices, through which passes 18 million customers per month, we can offer you an attractive advertising space at favourable prices. Before that, we can design for you, manufacture and print the entire advertising material you wish to display. If this is too much paper for your taste, we recommend some of our electronic services, such as introduction of electronic signatures, organising of SMS service, access to fast Internet, and also, why not, renting out of our optical cables.

SPECIALLY FOR YOU

The catalogue in front of you is just a clue for a magnitude of possibilities we offer. Behind every service we can create just for your needs, there is a lot of preparation work, a lot of invested knowledge and efforts of thousands experts and employ-ees. Check why many state authorities and institutions, big foreign and domestic companies, as well as small companies and entrepreneurs + trust us.

Faithfully yours, POST OF SERBIA

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CONTENTS:

1. POSTAL SERVICES

1.1. Letterpost Services ...................................................................................................................................61.2. Parcel Services .........................................................................................................................................71.3. Special Services ........................................................................................................................................91.4. Services upon Request and Services Provided Automatically ......................................................................101.5. Value-added Services .............................................................................................................................11

2. POSTAL & FINANCIAL SERVICES

2.1. Payment Operations and Collection of Bills..............................................................................................162.2. Money Order Services ............................................................................................................................162.3. Money Order Services of Western Union ..................................................................................................172.4. Services for Postal Savings Bank ..............................................................................................................182.5. Services for Banks ..................................................................................................................................182.6. Online Prepaid Vouchers for Mobile Telephony ........................................................................................182.7. ATMs (Automated Teller Machines) ..........................................................................................................182.8. Sales of Free Shares ...............................................................................................................................18

3. LOGISTIC SERVICES

3.1. Services of Mass Personalised Printing and Manufacture of Envelopes .......................................................22 3.2. Postal & Transport Logistics Services ........................................................................................................223.3. Business Service .....................................................................................................................................24 3.4. Business Counter ...................................................................................................................................243.5. PostExport – Export of Goods...................................................................................................................253.6. Forwarding Services ...............................................................................................................................25

4. E-SERVICES

4.1. Services of Contact Centre ......................................................................................................................284.2. Services of the Postal Certification Body ...................................................................................................294.3. Distributed Printing and Packing of Documents ........................................................................................294.4. E-administration ....................................................................................................................................294.5. Services of Postal Address Code – PAC ....................................................................................................304.6. Geographical Information System Services – GIS .....................................................................................304.7. Internet Services .....................................................................................................................................314.8. Services of Cable Distribution System ......................................................................................................324.9. Telegram Service ....................................................................................................................................324.10. MMS Postcard ......................................................................................................................................32

5. MARKETING SERVICES

5.1. Direct Mail .............................................................................................................................................365.2. Paid Reply Items .....................................................................................................................................365.3. Personalised Postal Stamp .......................................................................................................................375.4. Advertising in the Post .............................................................................................................................375.5. Advertising on CDS Info Channel and CDS Bills .......................................................................................395.6. Commercial SMS ...................................................................................................................................395.7. SMS Notifications ...................................................................................................................................405.8. Telemarketing and Telesales ....................................................................................................................40

6. SERVICES OF PRODUCT SALES

6.1. Post Shop...............................................................................................................................................446.2. Postal Stamp ..........................................................................................................................................466.3. Postal Products .......................................................................................................................................47

Letterpost Services

Parcel Services

Special Services

Services upon Request and Services Provided Automatically

Value-added Services

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1. POSTAL SERVICES

Postal services are services of postal items conveyance (collection, sorting, transport and delivery).

Depending on the manner of performance, contents, dimensions, values, weight, manner of packing and speed of conveyance, postal services comprise the following:

• Letterpost services,• Parcelservices,• Specialservices,• Servicesuponrequestandservicesprovidedauto-

matically,• Serviceswithadditionalvalue.

The PE of PTT Communications “Srbija” as a public postal operator renders the Universal Postal Service on the basis of the licence granted. The Universal Postal Service encompasses a set of postal services which the PE of PTT Communications “Srbija” provides on the entire territory of the Republic of Serbia, under the equal conditions for all users, within the prescribed quality standards and at affordable prices.

1.1. Letterpost Services

Letterpost services imply collection, sorting, transport and delivery of the postal items, such as: letter, postcard, flats (printing matters), addressed Direct Mail and ceco-gram.

•Letter is any written notification in closed envelope, with no denoted value, and any other item which conforms to the prescribed dimensions and weight of the letter even if it does not contain any written information.

•Postcard is an open item with no wrapping or enve-lope, weighing up to 20 grammes. Postcards also refer to all kinds of greeting cards the dimensions and weight of which conform to the prescribed postcard requirements.

•Flats (printed matters) are open letterpost items con-taining books, papers and magazines or other printed matters, which do not have the importance of personal and business communication and are printed on paper, cardboard or similar materials. In the international com-munications, the flats sent by the same sender to the same addressee in larger quantities, may be placed in one or more separate bags, so-called + M bags.

•Preaddressed Direct Mail is a letterpost item con-taining identical advertising or commercial messages and ads sent to a large number of addressees, with no charac-ter of personal communication. Bills, invoices, bank state-ments, business correspondence, greetings, etc. are not considered as preaddressed Direct Mail. These items are prepared on the basis of the concluded agreement with the PE of PTT Communications “Srbija”.

• Cecogram is an open item in the domestic and in-ternational postal traffic, containing flats with the signs for the visually impaired persons.

The PE of PTT Communications “Srbija” shall guarantee delivery of letterpost items in the following time frames: • uptotwoworkingdaysinthelocaldeliveryarea,• up to three working days in the larger delivery area,• uptofiveworkingdaysinthemajordeliveryarea.

CONTACT:

Letterpost Services Division

Takovska 2, 11120 Belgrade, PAC 135403, Serbia

Tel.: +381 (0)11 3644 744

Fax: +381 (0)11 3345 357

E-mail: [email protected] www.posta.rs

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1.2. Parcel Services

Parcel services: conveyance of closed parcel items – parcels containing goods and other articles. The PE of PTT Communications ”Srbija” conveys parcels in the domestic and international postal traffic. A parcel is a registered postal item, with or without insured value. In the interna-tional postal traffic a parcel may be deposited also as an item without the insured value.

1.2.1. Basic Service

Parcel services present one of the basic services of the PE of PTT Communications ”Srbija” intended to both individuals and legal persons wishing to send their goods and various objects in a safe and economical manner to the addressees both within our country and abroad.

1.2.2. Special Parcel Services

Special parcel services are the services when, at the collection, the sender requires a special procedure during its conveyance.

• Insured Parcel is a registered item, insured up to the value indicated by the sender. The insured value should, by rights, correspond to the real value of the contents and the significance it has for the sender. The permitted parcel value in the international traffic depends on the conditions prescribed by the postal administration of the country of destination.

• COD (Cash-on-delivery) parcel is a service in the domestic traffic for which the sender requires delivery of parcel to the addressee (an individual), upon collection of the insured value. When a sender hands in a parcel, he also hands in a filled-in payment document (payment

order or postal money order), based on which the sender later receives the insured amount.

• Parcel with Return Receipt is an item upon delivery of which the addressee puts his confirmation on a part of parcel address label, or on the Return Receipt form which is then returned to the sender.

• Special Delivery Parcel is an item containing fragile objects and requiring special attention. This parcel bears a mark ”fragile”, ”glass” or similar.

• Restricted Parcel is a special service which requires delivery of parcel only to the addressee and bears the mark ”Personal”.

• Airmail Parcel is a service in the international traffic by which the sender requires air transport. A parcel may be posted as airmail if the particular destinations have this transport option organised.

1.2.3. Services upon Request

Considering the needs and demands of its clients, but also automatically, the PE of PTT Communications “Srbija” provides a set of services based upon a special request of the sender, or addressees of a parcel.

Services upon sender’s request

• Parcel delivery (on the area where the delivery is organised);

• Redirection of parcel to the new address;• Return of parcel from the receiving before dispatch;• Parcel inquiries;• Issuing of new advice of receipt for parcels;• Packing and addressing of parcels and filling-in the

forms;

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• Change of address for parcels in the international traffic;

• Issuing of receipt or a certified copy of postal document referring to the parcel delivery.

Services upon the addressee’s request

• Keeping of parcels in post office up to 30 days;• Delivery of parcels;• Redirection of parcels to the new address;• PO Box;• Delivery of Poste Restante parcels;• Personal delivery of parcels/Restricted parcels;• Issuing of receipt or a certified copy of postal docu-

ment referring to the parcel delivery.

Services provided automatically:

• Storage of parcels until collected – storage fee;• Parcel re-packing;• Notification to addressee or sender to submit the

necessary documentation for customs inspection;• Return of undelivered parcel (return postage to be

charged);• Receipt and recording of power of attorney.

1.2.4. Services Based on the Contracted Conditions

Based upon special contracted conditions, the PE of PTT Communications ”Srbija” allows to its clients to post a parcel with the characteristics departing from those de-fined for the basic service.

PE of PTT Communications ”Srbija” guarantees deli-very of parcels in the domestic postal traffic within the fol-lowing time-frames:

1. up to two working days in the local delivery area,2. up to three working days in the larger delivery area,3. up to five working days in the major delivery area.

1.2.4.1. Business Parcel

Business parcel – our new service for your successful business

Business parcel is here singled out from the range of services for legal entities, representing the parcel service of the PE of PTT Communications ”Srbija” in the domestic postal traffic.

We collect and deliver a business parcel at the clients’ addresses, upon call, on a certain previously arranged time. The collection of the parcel at the sender’s address and delivery at the address of the addressee are included in the price and make integral part of the service.

Special services:• Special parcel handling is mandatory for the parcels of special volume, form and contents.• Return receipt – return information to sender about

delivery of parcel.

If our clients need to send car tyres, within the Business parcel service we also provide the service conveyance of car tyres for passenger programme, for which the clients may require the above special services as well.

1.2.4.2. Postal and Logistic Parcel

The PE of PTT Communications ”Srbija” provides a set of its services, so-called Postal and Logistic Parcel, to legal entities which deal in catalogue sales.

The postal and logistic parcel with insured value implies rendering of a set of marketing, transportation, logis-tic, postal, money and information character services.

The above service in a wide range of services rendered by the PE of PTT Communications ”Srbija” provides bene-fits to our clients and a scope of business activities created according to the modern needs of clients, such as:

• Activities on realisation of the marketing campaign of clients (renting out of advertisement space and display of advertising material on the post offices counters);

• Making orders and processing them (electronically in all post offices, by calling Contact Centre or by Internet);

• Transport of necessary stocks of the ordered products from the client’s warehouse to the place where the packing and making-up will be done;

• Stocking of collected products and manipulation;• Completion of parcels/”commissioning” (separa-

tion of ordered products into parcels);• Packing of parcels;• Conveyance of COD parcels weighing up to

31.5 kg, with delivery at the addressee’s address included, on the territory where the delivery is organised;

• Preparation of the supporting documentation (reception record, address label, payment order, etc.);

• Making-up and dispatch of parcels;• COD collection from the clients and payment on

behalf of your account; • Return of ordered but undelivered products.

Ordering of products from the catalogue of clients is possible to make:

• Through the business network of the Post of Serbia (network of over 1,500 post offices);

• By making a call to Contact centre;• Through the web site of the manufacturer.By presentation of their products and sales of them by

use of the largest infrastructural network of the PE of PTT Communications ”Srbija”, the clients may achieve a high level of differential advantage at the market.

CONTACT:

PE of PTT Communications “Srbija“

Department of Courier, Express & Parcel Services


Tel.: +381 (0)11 3644 747

Fax: +381 (0)11 3644 671

E-mail: [email protected]; [email protected]

POSTAL SERVICES

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1.3. Special Services

Special services are those by the choice of which the sender may require a special procedure in all or in some phases of postal service procedure. Special services are the following:

• Registered Letterpost item is a letterpost item with no insured value, but when posting it the sender receives an advice of receipt, and on delivering it, the addressee confirms the receipt of the item by its signature.

All letterpost items, except the addressed Direct Mail in the domestic postal traffic, may be posted as registered item. In the international postal traffic, also M bag may be posted as registered item.

• Insured item is a registered item, insured up to the value indicated by the sender on the advice of receipt, and when the addressee receives the item, he confirms the receipt of it by its signature.

• COD item is a registered postal item with the in-sured value and it is delivered to the addressee, upon collection of the insured amount on behalf of the sender.

• Restricted items is a special service when the send-er requires delivery of the registered postal item only to the addressee.

• Court mail is a letterpost item containing writs and writings for administrative and misdemeanour proceed-ings, such as summons, decisions, resolutions, conclu-sions and other official written documents sent by courts, public prosecutions, offence bodies, military institutions and other state bodies, when used for the above proceed-ings; to be posted as registered letters with advice of re-ceipt.

• Special delivery item is any item containing fragile objects therefore requiring careful handing.

• Consignment is a service in the international postal traffic, implying a group dispatch of a major number of items, sent by one sender to one or more addressees.

• Paid-reply item is a letterpost item containing a paid reply coupon. Paid reply coupon may be in the form of letter or postcard. The postage for the paid reply shall be paid by the recipient of the paid reply, upon delivery.

• Airmail is a postal item for which the sender re-quires dispatch by plane in the international postal traffic, for destinations that have organised this means of trans-port. Airmail has priority in all stages of mail process-ing. Aerograms are special airmail items, containing only a notification written on the inside of the standardized envelope.

• Announcement about the date and time of elections. This service implies reception, conveyance and delivery of the announcement to voters referring to

the date and time of elections; this service is provided only based on the concluded agreement which deter-mines conditions, manner and procedures necessary for rendering the service.

• Red Cross Postcard – invitation to the voluntary blood donors in the form of postcard, with the dimensions prescribed to postcards.

CONTACT:



Tel.: +381 (0)11 3644 744

Fax: +381 (0)11 3345 357


POSTAL SERVICES

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1.4. Services upon Request and Services Provided Automatically

Services provided upon a special request and Services provided automatically are postal services which the Enter-prise renders upon request of customers or automatically.

Services upon request of sender:

1. Redirection of items to the new address, except for court mail;

2. Return of item from the receiving post office, before dispatch;

3. Revocation of money order before payment;4. Request for issuing new receipt;5. Change of address for item in the international

postal traffic;6. Registered item inquiry;7. Issuing of the new advice of receipt for an item;8. Issuing of photocopy of paid-in/-out money order;9. Issuing of the paid money orders listing;10. Allowing the inspection of the paid-in/paid-out

money order;11. Packing and addressing of items, filling-in the

forms.

Services upon request of the addressee:

1. Keeping of postal items (except for court mail) in the post office, beyond the prescribed terms but not longer than thirty (30) days;

2. Redirection of postal items (except for court mail) to the new address;

3. Delivery of Poste Restante items on the address;4. Personal delivery of registered postal items;

5. Re-delivery of parcels and Post Express items in domestic and international postal traffic;

6. Issue of paid-out money orders listing; 7. Request for issuing for inspection of the paid-out

money order or its copy; 8. PO Box.

Services provided upon special request by sender and addressee:

1. Allowing the inspection of the paid-out money order or its copy;

2. Issue of receipt or a certified copy of postal document referring to the delivery of registered item.

Services provided automatically:

1. Return of undelivered items;2. Reception and recording of powers of attorney;3. Re-packing of items with damaged contents and

making-up of verification record;4. Keeping of items for delivery according to the dead-

lines established by this special terms (storage fee);5. Items prepared for customs control in import and

export;6. Items prepared to be stamped or inspected by the

relevant body;7. Notification to addressee or sender to submit the

necessary or missing document for customs control;8. Conveyance of letters or postcards with postage

not paid or under-paid;9. Return of overcharged postage.

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1.5. Value-added Services

Services with additional value are the services intended for customers with special requirements in terms of quality of postal services and manner of conveyance (time and place of collection and delivery, speed of conveyance, e-tracking and e-tracing of items, etc.) and these services include:

- Express services;- Courier services;- Postal items tracing and tracking (Track & Trace services);- Call Centre service;- Services of collection and delivery of postal items in

the place and time requested by the customer.

EXPRESS SERVICES

Post Express is a service which provides the clients with the fastest and safest transfer and delivery of items within the prescribed and guaranteed time-limits.

Post Express is an organised courier service in 82 towns/cities, supported by the postal network throughout Serbia. The service provides distribution of items contain-ing documents, written announcements, goods and other objects except those for which the legal prohibitions are in force; weighing up to 50 kg, or even more (up to 100 kg), if the contents of items are inseparable.

Post Express provides:•Safety•Speed•Quality•Reliability.

The collection of Post Express items is organised in the following manner:• By our courier, in 82 towns/cities at the address

you determine, please call our telephone number +381 (0)11 3 607 607.•Atthecountersofacertainpostofficesthroughout

Serbia (please, see the list of post offices on www.postexpress.rs).

Post Express Call Centre will provide the Customer Care which can provide you quickly and easily with any information, Monday to Friday from 08.00 hrs through 18.00 hrs and Saturday from 08.00 hrs through 15.00 hrs.

Courier Service of the Post of Serbia•PostExpresscourierscollectanddeliveritemsinthe

shortest possible time;

•Nomatterwhichoftheaboveservicesyoupick,your item will travel safely and quickly, with guaranteed delivery times;•Reliablepartnerineverydayduties;•Ouraccountabilityisaguaranteeforyou.

POST EXPRESS IN DOMESTIC TRAFFIC

The Post Express provides the following services: “Today Instant”, “Today for Today” and “Today for Tomorrow” with the following delivery times:

- Within three hours for the service “Today Instant” (Belgrade – 4 hours)

- By 20.00 hrs on the same day for the service “Today for Today”

- By 12.00 hrs on the next day for the service “Today for Tomorrow“.

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Post Express Item may be sent as:

Insured item – registered item, insured up to the value denoted by the sender, and

COD item – a service by which sender requires delivery to the addressee, upon collection of the insured value on his own behalf. • An additional quality is also available – a return

information on delivery of item (advice of receipt service); you have an option of personal delivery, as well as to arrange the time of delivery on the territory of bigger towns/cities; • Your item may be tracked by the state-of-the-art

bar-code technology in the crucial spots – the status may be checked on the website www.trackandtrace. ptt.rs;•Reliablepartnerineverydaydoings;•Ouraccountabilityisaguaranteeforyou.

Other services:

Collective Shipment – dispatch of two to five items (not less than 5 kg) to the same addressee at more favour-able postage;

Invitation – collection of items (over 10) weighing up to 50 g and delivery within the same town/city;

Return documentation – safe delivery of the pro-cessed documentation back to the sender (Contract/Agreement, Insurance-policy, shipping document...);

Whole-day courier – eight-hour hiring of courier and vehicle on the particular territory.

“TODAY INSTANT”

“Today Instant” service enables you to collect and re-ceive Post Express items in 82 towns and cities through our courier service. Dial Call Centre at +381 (0)11 3 607 607, our courier will come as quickly as possible and col-lect your mail. The item will be delivered in the shortest

possible time, within 3 hours upon collection (Belgrade – within 4 hours). Maximum weight of item is 50 kg.Your mail may be collected every day (except Sun-

days) in the following towns/cities: Aleksandrovac, Apa-tin, Aran|elovac, Ba~ka Palanka, Banovci Dunav, Be~ej, Belgrade, Blace, Bor, ]uprija, â~ak, Despotovac, Futog, Gornji Milanovac, Grocka, In|ija, Ivanjica, Jagodina, Kalu|erica, Kikinda, Kladovo, Knjaèvac, Kragujevac, Kraljevo, Krnja~a, Krnje{evci, Kru{evac, Kula, Kur{umljija, Kuzmin, Leskovac, Loznica, Martinci, Negotin, Ni{, Nova Pazova, Novi Be~ej, Novi Pazar, Novi Sad, Obrenovac, Odàci, Pan~evo, Para}in, Pe}inci, Petrovac na Mlavi, Pirot, Poàrevac, Prokuplje, Ra{ka, Ruma, Senta, Sevoj- no, Sjenica, Smederevo, Sombor, Sremska Mitrovica, Stara Pazova, Subotica, Surdulica, Svilajnac, [abac, [id, [imanovci, Temerin, Trstenik, Tutin, Uìce, Valjevo, Veternik, Vlasotince, Vojka, Vranje, Vrbas, Vrnja~ka Banja, Vr{ac, Zaje~ar, Zrenjanin.

“TODAY FOR TODAY”

“Today for Today” service is available between 44 towns/cities in Serbia and guarantees delivery of items on the same day. The collection of the items is organised only through our courier, at the arranged address, by calling +381 (0)11 3 607 607. The guaranteed delivery time is by 20.00 hrs on the same day. Maximum weight of your item may be 50 kg or 100 kg if its content is indivisible.

At the moment, “Today for Today” service is available among the following towns/cities: Arilje (the collection is organised in the post office 31230 Arilje), Bajina Ba{ta (collection), Banovci – Dunav, Belgrade, ]uprija, â~ak, Gornji Milanovac, In|ija, Jagodina, Kikinda, Kragujevac, Kraljevo, Krnje{evci (just the collection), Kru{evac, Kuzmin (collection), La}arak, Martinci (collection), Loznica, Ni{, Novi Be~ej (collection), Novi Pazar (just the collection), Novi Sad, Nova Pazova, Obrenovac, Pan~evo, Para}in, Pe}inci (just the collection), Poàrevac, Poèga (the col-lection is organised in post office 31210 Poèga), Ra{ka

POSTAL SERVICES

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(just the collection), Ruma, Sevojno, Smederevo, Sremska Mitrovica, Stara Pazova, Subotica, Svilajnac, [abac, [id, [imanovci (just the collection), U`ice, Vojka, Vr{ac i Zre- njanin.

“TODAY FOR TOMORROW”

“Today for Tomorrow” service guarantees that an item posted today will be delivered by noon on the next working day. Postal items can be posted in more than 400 towns/cities or collected by courier in 82 towns/cities by calling +381 (0)11 3 607 607. The delivery (on the addressee’s address or in the closest post office) is performed in the entire territory of Serbia. Over 100 major towns the deliv-ery is organised at the addressee’s address, and for items weighing over 2 kg.

Maximum weight of postal item is 50 kg or 100 kg if its contents are indivisible and if there are appropriate condi-tions for sorting and transport.

When posting an item, you may require some of the special and additional services for your convenience.

• Courier services are postal services with additional value encompassing collection, conveyance, transport and delivery of the registered postal items in domestic postal traffic, directly from sender to addressee, without processing, where the same person employed by the Post does the collection, transport and delivery.

• EMS (Express Mail Service)

The Post of Serbia provides to its customers the quick-est and safest conveyance of postal items in the interna-tional traffic.

If you want to send an item abroad, or to receive some item from some foreign country, the Post of Serbia pro-vides EMS (Express Mail Service) service to its customers.

EMS (Express Mail Service)EMS is the top-quality service enabling the fastest con-

veyance of items in the international postal traffic, at af-fordable prices, with shortest delivery times.

This service facilitates the international express traffic with 56 countries in the world. This service is provided in all the European countries, as well as the most important countries from all the continents (www.postexpress.rs).

EMS item is a registered postal item without insured value and with no special services, weighing up to 30 kg. Delivery times depend on the geographical position of a destination country and on the delivery area of the ad-dressee, varying between 2 and 7 days, the non-working days in the Republic of Serbia and in the destination coun-try not counted. Also, the time of possible holding of item at the customs shall not be counted. It is planned that the service be expanded to the other countries of the world as well.Any information is provided by the Call Centre (+381 (0)11 3 607 607), Monday to Friday from 08.00 hrs through 18.00 hrs and Saturdays from 08.00 hrs through 15.00 hrs. The collection of EMS items is made every day except Sundays in the following manner:

1. On the counters of post offices for EMS items collection,

2. By courier service in 82 towns/cities; it is possible to send documents and other objects not subject to custom clearance, weighing up to 0.5 kg;

by calling +381 (0)11 3 607 607.

The Call Centre operator will inform you about the nec-essary documentation, and about the prohibited or con-ditionally permitted objects for import in the destination country, as well as all the available information regarding status of the item you sent or expect from abroad.

• Services of tracing and tracking of postal items (Track&Trace). The system for e-tracking (T&T) enables customers of our services to be informed about the status of their item if it is registered postal item with additional value (registered items in the international traffic, insured items, parcels, express items both in domestic and inter-national postal traffic and for other postal items pursuant to the decision of the Enterprise).

• Call Centre services – is an information centre which efficiently informs customers about any vital infor-mation as regards our postal services. It is also possible for registered items with additional services and for money orders – to obtain information about their status through this Centre.

• Pre-arranged services of postal items collection and delivery at the place and time required by the customer. Upon a special request of the customer, the Enterprise may arrange a special time and place of col-lection and delivery.

CONTACT:

Department of Courier, Express & Parcel Services


Tel.: +381 (0)11 3644 747

Fax: +381 (0)11 3644 673


POSTAL SERVICES

Payment Operation and Collection of Bills

Money Order Services

Money Order Services of Western Union

Services for Postal Savings Bank

Services for Banks

Online Prepaid Vouchers for Mobile Telephony

ATMs (Automated Teller Machines)

Sales of Free Shares

POSTAL & FINANCIAL SERVICES

16

2. POSTAL & FINANCIAL SERVICES

The Post of Serbia is the leader among the national payment operators and one of the most important factors on the money services market. This position we secured by our widespread network, numerous and diversified ser-vices provided to legal and natural entities, as well as by our cooperation with financial institutions in the country and abroad. Since September 2010, it is also a mediator in the first sales of free citizens’ shares by providing the following services: delivery of the Sale Orders, closing of the Sale Agreement, delivery of the Share Deposit Order and closing of the Share Deposit Agreements.

2.1. Payment Operations and Collection of Bills

Individuals may make their payments with the payment orders for all kinds of their due fees (taxes and various fees, scholarships, kindergartens, credit instalments and other duties) at the counters of post offices.

The PE of PTT Communications “Srbija” performs col-lection of bills from individuals (bills for utilities, fixed and mobile telephones, electricity, cable providers, etc.). Tele-communication transfer of data on collected bills is made so that the bill issuers could have the necessary data for the payment bookkeeping on time.

Except at the counters in post offices, the customer may also pay to the postal carriers, if the amount on every bill or payment order does not exceed RSD 10,000.00.

2.1.1. Payment of Daily Receipts

Legal entities and entrepreneurs may make their pay-ments of daily receipts in the post offices (in cash or by bank’s cheques). The service is charged in cash pursuant to the money services pricelist or against the invoice cre-ated on the basis of agreement on daily receipts payment in post offices. It is possible to make urgent daily receipts payments, for receipts paid until noon, when the funds

are transferred to the payer’s account on the same day. Immediate payment is also enabled at the post offices for payments by 12.00 hrs, when the funds are transferred to the payer’s account on the same day.

The service of payment of daily receipts may be com-bined with the service of collection of daily receipts on the retail facilities of the customer.

2.2. Money Order Services

The Post of Serbia offers to its customers money trans-fer services on the territory of the entire Republic of Serbia. Our money transfer services are available in any place in Serbia if you want to send money quickly and easily. Money may be paid-in in any post office, transferred and delivered to the payee at the address or in the counter, according to the sender’s choice.

Our money order services provide to you:

-Quickandreliablemoneytransfer,- Availability at the territory of the entire country,- Simple procedures for money sending and drawing,- Convenience for senders and recipients of money

orders,- Tracking of money order statuses by means of Internet

or by calling Contact Centre.

Postal Money Order is a service which enables legal and individuals to send money to recipient (natural per-son) on any address in Serbia.

Due to its capacities and postal network, the Post of Serbia is the best choice in money transfer and is the only one which may make the money available to any custom-er, on any address on the territory of the entire country.Any natural person may effect payment of postal money order in any post office.

Legal person may send postal money order by elec-tronic data supply or by visiting any post office.


17

Electronic posting and collection of money orders on the post office counter is in accordance with the instruc-tions for money order sending for legal entities (web-site www.posta.rs).

If a legal entity wants to send money orders electroni-cally, it shall enter into agreement with the Post of Serbia.

A sender and legal entity shall submit at the counter a filled-in form “a list of money orders” pursuant to the printed text.

Postal money order shall be paid out to the addressee at the address denoted. In case that the addressee is not present, the postal carrier will leave a form Call for Item thus informing the addressee about the attempted deliv-ery. From the next day on, it is possible to collect the pay-ment in any post office.

PostNet Money Order is a service of the quickest money transfer only for natural persons.

The money sent by the PostNet money order shall be available immediately, meaning that the addressee may obtain the sent amount shortly upon effected payment.

The outgoing payment may be carried out both on the counter of any post office or by urgent delivery on the ad-dress denoted. Immediately upon the sender’s payment, the addressee shall receive an SMS message with the number of money order, and information that the money may be drawn in any post office.

2.3. Money Order Services of Western Union In cooperation with the Western Union Bank, the Post of Serbia is providing receipt and sending of money in over 200 countries in the world by the Western Union money orders. In and out-payments of money orders shall be effected in about 1,200 authorised post offices. The procedure is fully automated and very convenient for the customer.

Receipt of Money + payment of Western Union money orders

Outgoing payment of Western Union money order al-lows the receipt of money sent from any of Western Union sites in more than 200 countries in the world – in dinars (RSD) on the counters of post offices. The money is avail-able within several minutes upon sending, and the outgoing payment is possible with a valid identity document. In order to draw money, it is also necessary that the recipi-ent knows the control transfer number (MTCN), the ex-pected amount of cash, name and surname of the sender and the origin country.

Money Sending + payment of Western Union money order

The Western Union money order facilitates sending of money for recipients in over 200 countries in the world. If you want to send money from Serbia, you have to go to the nearest post office and with the valid identity docu-ment, give the name and surname of the recipient and the destination country. The money may be sent in dinars (RSD) but the recipient may draw the money in the cur- rency valid in the destination country. As soon as the sender makes the incoming payment, he/she needs to in-form the recipient about the control transfer number (MTCN), the amount sent, the exact name and surname of the sender and the origin country.


18

Daily and monthly limit for money sending are determined by the decision of the PE of PTT Communications “Srbija”. Information about the limits may be obtained in the near-est post office or on our web-site link http://www.posta.rs/struktura/lat/posalji/transfer-novca-inostranstvo.asp.

Home Delivery

Home delivery is an additional service enabling out-ward payment at the address of the recipient. When send-ing money from abroad to Serbia, the sender may choose that the money be delivered at the recipient’s address. Only the Post of Serbia provides this service in Serbia.

Any further information regarding the Western Union money orders may be obtained by calling the Customer Centre +381 (0)11 333 4 999.

2.4. Services for Postal Savings Bank

• Operations on the resident current accounts of citizens

In all post offices in Serbia, the owners of current ac-counts with the Postal Savings Bank may use the following services:

- Outward cash payments up to the amount of the available resources,

- Incoming payments on the current account of citizens.

• Cash payment with payment cardsThe outward payment of cash with payment cards is

made in the post offices equipped with the POS terminals. The outward cash payment with Dina, VISA and Master-Card of these banks is facilitated.

• Outward payment of dinar savingsOutward payment of dinar savings (fixed-deposit sav-

ings and at sight savings) with the Postal Savings Bank may be done in all post offices.

• CASH EXPRESSCash Express service facilitates quick cash payment

on the address of the current account owner having the account with the Postal Savings Bank. The procedure is very simple. You just need to call

the Cash Express Service on +381 (0)11 321 0 123 and place your request. Within 3 hours, your money will be taken to the address you want. The outward payment can be made Monday to Friday between 08.00 hrs and 15.00 hrs and Saturdays between 08.00 hrs and 12.00 hrs.

This service may be very convenient when you are not able to go to some of our post offices.

2.5. Services for Banks• Payment of cheques per citizens’ current

accounts with the banksThose who have current accounts with the banks are

provided with the option to make payments and draw cash via cheques. It is possible to pay for the postal ser-vices and bills by cheques and without fee charge, while

the fee is charged for drawing cash against the Money Services Pricelist.

• Outgoing payment of the Srpska Bank a.d. chequesOnline outward payment of cheques per citizens’ cur-

rent accounts with the Srpska Bank is possible, up to the amount of available resources (no matter if this refers to the drawing of cash or bill collection). The customers shall notbechargedfortheseservices.Youmayalsogetinfor-mation on the current account status and the number of unrealised cheques.

• Outward payment of student credits in Universal BankThe outward payment of student credits and scholar-

ships is made through special cheques issued by the Uni-versal Bank of Belgrade – on the counters of the autho-rised post offices.

2.6. Online Prepaid Vouchers for Mobile Telephony

There is an option to make online payment for the pre-paid mobile vouchers of all the operators at the counters of post offices. The users of these services do not pay any fees for these services. It is enough just to say to our em-ployee at the counter the name of the operator, number of telephone and the desired amount of the voucher. Imme-diately after the payment is effected, the customer receives the SMS message that the voucher has been activated.

2.7. ATMs (Automated Teller Machines)

Aiming to further improve the quality of postal and fi-nancial services, to increase availability and come close to its customers, the Post of Serbia has set into opera-tion a network of 50 state-of-the-art ATMs. The ATMs are available 24/7. So, beside its standard services, such as inquires about the status of account and cash outward payments, the Post of Serbia also provides payment ser-vices at ATMs.YoumayfindinformationaboutthelocationsofATMs

and anything as regards services on ATMs on the web-site http://www.posta.rs/struktura/lat/novcano/bankomati.asp.

2.8. Sales of Free Shares

The receipt of order forms for free share sales is pos-sible at the counters of about 1,300 post offices. The ser-vices are fully automated in post offices and the procedure is simple and fast. To obtain the form, it is only necessary to provide a valid identity card. These services are free for all citizens. All the received orders are then forwarded (by use of the selected broker + the Postal Savings Bank) to the stock-exchange where the trade of shares is performed. The citizens may obtain any information related to the status of their orders at the post-office counters. Further information regarding the free share sales may be found on the following web-site: http://www.posta.rs/struktura/lat/novcano/besplatne-akcije.asp


CONTACT:

Postal & Financial Services Division


Tel.: +381 (0)11 3644 745

Fax: +381 (0)11 3644 638


Services of Mass Personalised Printing and Manufacture

of Envelopes

Postal & Transport Logistics Services

Business Service

Business Counter

PostExport + Export of Goods

Forwarding Services

LOGISTIC SERVICES

22

3. LOGISTIC SERVICES

3.1. Services of Mass Personalised Printing and Manufacture of Envelopes

WU “Hybrid Mail” offers complete graphic services of modern design, all the way to the product completion and delivery to the customer:

• Preparationofallkindsofgraphicandpostalprod- ucts, starting from envelopes till the personalised printing, insertion, design and shaping of graphic products, top-quality colour printing, till the final stage of graphic shaping of a product, as well as its dispatch and distribution on the territory of entire Serbia• Theshortesttimenecessarybetweenthefilereceipt

until the finished product. The quality of the product is guaranteed by the top-quality staff that partici- pates in its creation, but also the state-of-the-art equipment, and foremost, the long-term experience and cooperation with various customers.

WU “Hybrid Mail” manufactures, designs, pro-duces, prints and distributes for you:

• Documentsofvariabledataprinting,• Envelopes(DL,B6,B5,C6/5,C4),• Promotionmaterial,• Magazines,leafletsandcatalogues,• Publications,books,• Variouskindsofforms,aswellasgoodsinblocks.

The services of mass printing and manufacture of envelopes provide customers with printing and packing of documents (as an integral service), or printing, insert-ing into envelopes and packing of documents (bills, ad-dressed and unaddressed written notifications, invitations and other printing upon customer’s request) and encom-pass the following stages:

1) Printing and packing of documents;2) Packing of documents;3) Preparation for printing of documents without per-

foration for personal printing out of roll (zigzag or zebra), A4 format (210 mm x 297 mm), one-sided in 1 or 2 colours, with paper;

4) Preparation of printing documents without perfo- ration for personal printing out of sheet of paper, A4 format (210 mm x 297 mm), with paper 80 g/m²;

5) Personal printing;6) Inserting of documents into envelopes.

Inserting of documents implies the types of envelopes processed on the envelope inserter machine (C6/5-114 mm x 229 mm and C5-162 mm x 229 mm), and may be panel envelopes or without transparent part and with wet sticking, for machine inserting, with weight of paper 80 g/m².

CONTACT:

WU “Hybrid Mail” Belgrade

Access Road to Ada Huja 11, 11060 Belgrade, PAC 138208, Serbia

Telephones: +381 (0)11 2775 222 and +381 (0)11/ 3641 554

Marketing and Sale Services: +381 (0)11/ 3641 558 and

+381 (0)11/ 3641 556

Publishing Service: +381 (0)11/ 3641 564

Fax: +381 (0)11/ 2755 070


3.2. Postal & Transport Logistics Services

Along with our core operations and services, we also provide a wide range of logistic services – transport of goods in the road traffic, warehousing, distribution of goods and additional services within a warehouse.

We offer the following services:

• Transportofgoodsindomestictraffic,• Warehousing–inpalletsandcubicmeters,• Integralservice(collectionofgoodsonpalletsatthe

customers’ address, transport, warehousing and distribution to the address upon request),• Treatmentofgoodsforcustomers(pastingofstick-

ers-labels, bar-code marks),• Consolidationandpackingofgoodsuponcustom-

er’s request,• Return of documentation upon the completion of

service.

Beside the above, there are also services of car main-tenance, as well as parking services and car renting ser-vices. The above services are provided for the corporate fleet of the PE of PTT Communications “Srbija”, as well as for the third parties:

•Maintenanceofvehiclesincludesmechanic,electri- cal, services of metal sheet and painting, locksmith, tyre repair and other maintenance services,• vehiclesof variousmanufacturersaremaintained,

such as: Peugeot, Opel, [koda, Zastava,• maintenanceservicesarechargedperhour,• servicesofwheelalignmentandbalancing,daily car care, roadworthiness check and tyre repair services,•ParkingandRenting.

CONTACT:

WU “Postal & Transport Logistics” Belgrade

Kumodra{ka 248, 11010 Belgrade, PAC 161305, Serbia

Tel.: +381 (0)11 3974 977

Fax: +381 (0)11 3974 595

E-mail: [email protected]

LOGISTIC SERVICES

24

3.3. Business Service

Coming forward to the special requirements of its busi-ness customers, the Post of Serbia has expanded its range of postal services. Therefore, the BUSINESS SERVICE has been formed which may help you find the service accord-ing to your needs.

BENEFITS:

• Collectionanddeliveryofgoods/itemsonthecus- tomer’s address, • Formingandpersonalisationofitems,• Processingofarrivedorderforms,• Receiptofalltypesofpostalitems,• Storageofyourarticlestilldispatch,• Collection of items and helping you to organise

prize games,• Careofreturnreceiptitems,• Assistanceinimplementationofcataloguesales,• Receipt of book orders for books on your behalf

through the Call Centre of the PE of PTT Communi- cations “Srbija”.

BUSINESS SERVICE is operating in: Belgrade, Ni{ and Novi Sad.

Some additional services are at your disposal: a col-lection of goods/items at the customer’s address, form-ing of items, personalisation of items, storage of items or goods.

PO Boxes for Prize Games

The Business Service of the Post of Serbia offers to you a complete logistic support when organising prize games which imply: sending of coupons, etiquettes, clippings,

wads, etc. by mail, opening and regular discharge of PO Box, storage of items with top security, transport of items till the prize drawing venue (opening of PO Box is free).

We also give you an opportunity to choose the number of PO Box.

CONTACT:

WU “Main Postal Centre”, Belgrade – Business Service

Savska 2, 11000 Belgrade, PAC 111101, Serbia

Tel.: +381 (0)11 3643 000, +381 (0)11 3643 063,

+381 (0)11 3643 028, +381 (0)11 3643 067

Fax: +381 (0)11 3643 +381 (0)11, +381 (0)11 3643 062


WU of Postal Traffic “Ni{”

Tel.: +381 (0)18 518 006, Fax: +381 (0)18 518 011

WU of Postal Traffic “Novi Sad”

Tel.: +381 (0)21 4807 190

3.4. Business Counter

Business counter is a special counter in a post office which renders services for third parties based on the previ-ously concluded agreements.

These counters are specifically marked and equipped with the appropriate desk, self-standing totem, advertis-ing carrier and hanging advertising banner.Partnership modalities are numerous, and a spectrum of possible activities is wide, such as:

LOGISTIC SERVICES

25

• E-commerce,• Cataloguesales,• Tradewithsecurities,• Saleoftickets,• Saleofproductsarrangedbyspecialagreement.

CONTACT:Corporative Marketing & Key Accounts Department

Takovska 2, 11120 Belgrade, PAC 135403, SerbiaTel.: +381 (0)11 3022 481 Fax: +381 (0)11 3229 719E-mail: [email protected] www.posta.rs

NEW NEW NEW NEW

3.5. PostExport – Export of Goods

This service is intended for entrepreneurs and legal entities in order to simplify the export procedure for com-mercial commodities of up to 1,000, in 237 countries worldwide.

3.6. Forwarding Services

The PE of PTT Communications “Srbija” has introduced a service of postal forwarding, so called “PostSped” so to ensure faster, simpler and most favourable implementa-tion of custom clearance procedure when importing or exporting items subject to customs supervision and foreign exchange control.

BENEFITS FOR USERS:

• Speed–weobtaintheinformationfirst,becausewe are located in the custom clearance post office;• Simplicity – you just need to sign an order for

import/export, and leave custom clearance and dispatch of items to us;• Reliability – we use postal delivery flows to reach

your address;• Most favourable – customclearanceprocedureat

the lowest price.

Legal entities may authorise the PE of PTT Commu-nications “Srbija” to perform custom clearance with the customs authorities on their behalf.

Natural entities may use this service as well in case that, due to specificity or quantity of commodities, they are summoned by the customs authorities to be present or to supply necessary import/export documents.

CONTACT:

WU “Main Postal Centre” Belgrade – Business Service

Savska 2, 11000 Belgrade, PAC 111101, Serbia

Tel.: +381 (0)11 3643 000, +381 (0)11 3643 061

Fax: +381 (0)11 3643 027, +381 (0)11 3619 113

Ni{

Tel.: +381 (0)18 364 662

Novi Sad

Tel.: +381 (0)21 466 065


LOGISTIC SERVICES

E-SERVICES

Services of Contact Centre

Services of the Postal Certification Body

Distributed Printing and Packing of Documents

E-administration

Services of Postal Address Code + PAC

Geographical Information System Services + GIS

Internet Services

Services of Cable Distribution System

Telegram Service

MMS Postacard

28

4. E-SERVICES

4.1. Services of Contact Centre

CePP is a multi-media contact centre providing ser-vices of electronic business with top security for electronic transactions and data. CePP implements and advances the following:

• Customerservices(CallCentreandIVRs);• Electronicservices(SMSandMMSservices);• Protectionofelectronictransactionsanddatabyuse

of electronic certificates.

The customers are offered:

• More communication channels with customers: Call Centre, IVR, SMS, Web, e-mail,• Securityandsimplicityoftheservice,• Availability of the service and technical support

24/7,• Savingsbyuseofoutsourcing,• Possibility of integration with services in postal

system (PostExpress delivery, PTT Net),• AnoptiontouseservicesofthePostalCertification

Body.

Customer Centre Services:

Call Centre

Specially trained operators communicate with numer-ous customers for quick and efficient informing by IP tele-phone.

Contact Centre

Enables communication with customers by e-mail, via web chat or fax messages.

Interactive Voice Response (IVR)

Interactive voice communication with the caller who may obtain the required information by pressing the ap-propriate buttons on its home telephone.

Electronic (SMS) Centre

CePP ensures successful implementation of SMS/MMS services due to its safe and multifunctional connection with the SMS Mobile Operator Centres (MTS, Telenor, Vip) and the latest software solutions in this field.

Services of Electronic (SMS) Centre:

Commercial SMS Services

Services enabling the user to obtain the required ser-vice (information or contents) by sending an SMS request to the relevant short number as a response charged by mobile operator from prepaid or postpaid accounts (SMS inquiries for the status on the current account/card, SMS inquiry for the postal item status, SMS advertisements, SMS Internet voucher, SMS prepaid recharge from a bank account, and so on.

E-business

To banks, state administration, sale and service centres, we offer partnership for the access to e-market and e-business development along with the maximal protection to data and transactions.

E-SERVICES

29

CONTACT:

WU of E-Business – CePP

Kati}eva 14-18, 11000 Belgrade, PAC 111515, Serbia

Tel.: +381 (0)11 3607 895

Fax: +381 (0)11 3651 412


4.2. Services of the Postal Certification Body

The Post’s E-Business Centre (CePP) has organisation-al, human resources and technical capacities to provide the services offered by the Post’s Certification Body (issue and change of status of electronic certificates).

The Post’s Certification Body is the very first official cer-tification body in the Republic of Serbia which issues quali-fied electronic certificates (www.ca.posta.rs).

A qualified electronic certificate has the same legal ef-fect as the signature written in hand or a stamp, provides reliable certification of identity of a signatory and integrity of an electronic document, and prevents a denial of re-sponsibility for the contents therein.

The storage media for the electronic certificate (and the private cryptographic key) are smart card or USB smart token.

The user of a qualified electronic certificate may only be an individual, who also may act on behalf of a legal entity.

The applications for electronic certificates may be submitted at post offices in all larger Serbian cities and towns.

Legal entities may make agreements for the issue of electronic certificate in direct contact with the relevant of-fice of the Post’s Certification Body.

CONTACT:

WU of Cable Distribution System – CDS

Post’s Certification Body


Tel.: +381 (0)11 3607 895

Fax: +381 (0)11 3651 412


4.3. Distributed Printing and Packing of Documents

The PE of PTT Communications “Srbija” has developed a system of distributed printing and packing of docu-ments. This system consists of the equipment for printing and packing of documents in Belgrade, Ni{, Novi Sad, Kraljevo and Kragujevac.

Distributed printing and packing of documents implies also:

- organising of the customers address base,- creation of layout and contents of documents as

agreed with the customer,- printing and packing of documents according to

schedule and scope which suits the customer,- delivery of item,- in case when the document is an invoice for

rendered services, a unique form of payment order containing OCR and bar-code,

- in case when the document is an invoice for rendered services, the payment will be made at the counters of post offices.

CONTACT:

IT & Telecommunication Division

Takovska 2, 11120 Belgrade, PAC135403, Serbia

Tel.: +381 (0)11/3022-014

Fax: +381 (0)11/3240-824


4.4. E-administration

Based on its infrastructural projects and human re-sources, the Post of Serbia has offered services of infor-mation and infrastructural integrator on the turnkey prin-ciple.

• ThePost’sCertificationBodywhichhasdeveloped the Public Key Infrastructure and has become the first public certification body in the Republic of Serbia for issue of qualified e-certificates,• A multi-service information and communication

network PostNet facilitating a fully-automated operation of over 1,500 post offices and remote counters,• Data centres located in specially designed buil-

dings – telecommunication centres, in Belgrade, Ni{, Novi Sad and Kragujevac,• Leading IT experts in the field of applicative and

system software, IT security and information- communication technologies.

CONTACT:

IT & Telecommunication Division

Address: Takovska 2, 11120 Belgrade, PAC135403, Serbia

Tel.: +381 (0)11 3022 014

Fax: +381 (0)11 3240 824


E-SERVICES

30

4.5. Services of Postal Address Code – PAC

Postal Address Code (PAC) is a set of six digits denot-ing a part of the street to which a postman goes to deliver a postal item to the addressee. PAC is used to determine the location for delivery more precisely compared to the addressing by use of only the postal code.

The application of PAC enables delivery of items within a prescribed time but independent of frequent changes in street names and the identical street names in a single town or municipality. The use of PAC increases reliability and speed of postal items transmission.

Harmonisation of Address Data Base with the Address System of the Post of Serbia

The harmonisation of address data base with the ad-dress system of the Post of Serbia will enable every com-pany to properly address postal items according to the prescribed standards; quick transmission and safe deliv-ery of postal items; right to apply price discounts; and also to manage its own address system in optimal manner.

Verification and Validation of Address Data Compared to the Address System of the Post of Serbia

This service implies taking over of the address base from the client, checking of their validity and supply of additional elements of address: the official name of mu-nicipality, settlement and street, delivery post office, de-livery round and postal address code – PAC, upon which the client shall receive an updated base of address data matched with the address system of the Post of Serbia. The companies sending a vast number of items, with already harmonized address data base with the address system of

the Post of Serbia, shall exercise the right on regular post-age discount depending on the quantity of items, with an obligation of item sorting according to the sorting plan of the Post of Serbia.

Maintenance of Customer Address System

Apart from address data verification and validation services, the Post of Serbia may also perform continual update of address data for these companies (according to the changes in the field: changes of street names, delivery rounds, etc.), free of charge.

Consultancy Services

If you want to establish an address data system within your own information system, we can provide consultancy services of our experts for implementation of the solu-tions.

CONTACT:

Postal Network Division

Postal Address Code Office


Telephones: +381 (0)11 3644 691, +381 (0)11 3644 692

Fax: +381 (0)11 3644 636


4.6. Geographical Information System Services – GIS

The Public Enterprise of PTT Communications “Srbija” has developed the following services based on geograph-ical information system (GIS):

• Salesofthehousenumberposition,• SalesofPACspaceposition,• Creation of alphanumerical data based on space

position of house number,• Creation of alphanumerical data based on PAC

space position.

Description

Aiming to analyse territorial availability of postal ser-vices for all the citizens and to rationalise transport and delivery of postal items, since 2002, the Post of Serbia has developed the geographical information system – GIS.

Based on the information on addresses where the postal carriers make deliveries, the Post of Serbia has georeferenced (positioned on the map) some 1,000,000 house numbers in all the major towns in Serbia (the list of towns/cities is shown on the corporate website).

For rural areas, where numeration of houses is not car-ried out or where the Post of Serbia has not yet positioned all the house numbers, there are PAC space positions (street sections). The Post of Serbia has georeferenced over 108,000 PACs on the territory of entire Serbia, and their position on the map may be seen on the corporate website.

E-SERVICES

31

Various analyses may be carried out based on the GIS data: • Analysis of territorial availability of buildings and

customers,• Planningofadvertisingmaterialdistribution,• Routeplanning,• Addresslistgenerationbyzones,• Analysis of population density aiming to plan

infrastructure capacities,• Selectionofbestlocationfornewfacilitieserection,

etc.

CONTACT:


Delivery Organisation Sector

Palmoti}eva 2, 11103 Belgrade, PAC 106306, Serbia

Telephones: +381 (0)11 3644 752, +381 (0)11 3644 777

Fax: +381 (0)11 3644 636


4.7. Internet Services

Business Internet ServicesPTT Net is the largest national ISP – a diversified ac-

cess network in 26 cities and towns provides uninterrupted nation-wide access to PTT Net services. • PROFI PLUS: Permanent access of the customer’s

company via leased lines (capacity 64Kbps) and desired number of fixed IP address, including the registration of .rs domain.

• PROFIWEB:Hostingofthecompanywebsiteonour server and the registration of a .rs domain.

• VPN(VPDN):connectionofremotelocationsofthe company throughout Serbia into a single private network, using the PTT Net infrastructure via leased line, ADSL or cable Internet access.

• METROVPN:connectionofremotelocationsofthe company within the Belgrade metropolitan area into a single private network, using the PTT Net infrastructure via leased line, ADSL or cable Internet access.

• ADSL:24/7Internetatspeedsfrom1536/256Kbps to 16384/1024 via the existing PSTN line – line remains free for voice traffic

- FLAT access: packages with static IP address;- Free registration;- Free modem for the duration of service use.

• CABLE INTERNET: Internet access through the PTT KDS cable infrastructure, at speeds from 256/32Kbps to 8192/1024Kbps

- Flat access – all you can use (postpaid FLAT and postpaid FLAT – BUSINESS);

- Free registration;- Free modem for the duration of service use.

• PROFISERVER:Serverhostinginourstate-of-theart data rooms, under permanent supervision of the operator. PROFI SERVER service provides permanent Internet visibility of the customer’s server (fixed IP address).

• PROFI ISDN:Permanent Internetconnectionof the customer’s company via semi-permanent ISDN (64Kbps to 2Mbps) and a negotiable number of IP addresses.

CONTACT:

WU “PTT Net”


e-mail: [email protected] Desk – technical support: +381 (0)11 3641 999Registration of service and extension of subscription for legal persons Tel.: +381 (0)11 3641 325Fax: +381 (0)11 3641 336

Apart from the services provided to the legal persons, PTT Net also renders a wide range of services to the indi-viduals, as well. Please, check on http://www.ptt.rs/.

E-SERVICES

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4.8. Services of Cable Distribution System

The Cable Distribution System (CDS) is a telecommuni-cation network which, due to its two two-way signal trans-fer, apart from TV signals distribution, facilitates rendering of numerous services. CDS implies two-way communica-tion, which gives you an option not only to receive the signal (TV, radio programme, etc.) passively, but also to influence the choice and contents of the service you use.

Services which WU “Cable Distribution System-CDS” provides to its clients:

- Basic pack of channels, implying transmission of both domestic and certain satellite channels, -Additionalpacksofchannels (PAYTV),whichoffer,

apart from basic pack, also very attractive, foreign satellite channels.

Interactive services which may be provided by the net-work PTT CDS:• FastInternetaccess;• PermanentandunlimitedconnectiontoInternet,• Yourtelephonelineisfreeallthetime,• Internet access to a number of PCs is facilitated

through one cable modem, supposing they are all connected into one local network (LAN),• VideoSurveillanceSystems.

BENEFITS:•Legalityofprogrammebroadcasting–PTTCDSde-

cided for the broadcasting of the most attractive world channels for which it makes payments to the programme producers, •Top-qualitypictureandtone,•Two-way signal transmission and interactive services,•Favourablepaymentterms,•Networkmaintenance.

CONTACT:

WU “Cable Distribution System – CDS”


Customer Service: Kosovska 49, 11000 Belgrade, PAC 106604, Serbia

Tel.: +381 (0)11 3607 770

Fax: +381 (0)11 3641 404


4.9. Telegram Service

4.9.1. Telegram – domestic traffic

A telegram is a written notice given by a customer – in-dividual or a legal entity, directly at the post office counter or by telephone (please dial 96).

A telegram has to be written in Cyrillic or Latin script, legibly and clearly. It may contain max 800 characters (letters, numbers and signs, including spaces).

Prohibited telegraph notices are notices calling to the violent overthrow of the constitutional system, causing of

national, religious and other kinds of intolerance or ha-tred, against humanity and international rights, lives and bodies, honour and reputation and general security of people and property. The telegrams containing prohibited material shall not be accepted.

Special services that a sender may request may be:• todeliveratelegramontheluxuriousform,• todeliveratelegramonthemusicluxuriousform,• to communicate the contents of telegram by phone.

4.9.2. Telegram – international traffic

In the international traffic, a telegram is posted by an individual or a legal entity, directly at the post office counter or by telephone (please dial 96).

By calling 96, it is possible to send telegrams in Ser-bian language – to Croatia, Slovenia, Republic of Srpska, Bosnia & Herzegovina, Montenegro and Macedonia.

The telegrams from the international traffic which ar-rived four hours before the end of working hours to a post office with specialised delivery, shall be delivered on the same day. The telegrams which arrived for the larger and major delivery areas shall be delivered by the regular delivery procedure.

CONTACT:



Tel.: +381 (0)11 3644-717

Fax: +381 (0)11 3644-637


4.10. MMS Postcard

MMS postcard is a service that is used when you want to send a photo recorded by your cell phone camera as a real printed postcard to the desired address.

Youjustneedtosendtherecordedphototogetherwiththe name of the addressee, its postal address and your text of message to the short number 2333. MMS postcard/greeting shall arrive at the addressee’s address within the times prescribed for other letterpost services.

CONTACT:



Tel.: +381 (0)11 3607 895

Fax: +381 (0)11 3651 412


E-SERVICES

MARKETING SERVICES

Direct Mail

Paid Reply Items

Personalised Postal Stamp

Advertising in the Post

Advertising on CDS Info Channel and CDS Bills

Commercial SMS

SMS Notifications

Telemarketing and Telesales

36

5. MARKETING SERVICES

5.1. Direct Mail

Direct Mail presents a type of postal item with identical contents, such as marketing, promotional and advertising messages, sent by the same sender to at least 100 ad-dressees. Direct Mail may be addressed, semi-addressed and non-addressed. The total of length, width and height of a Direct Mail item can be up to 900 mm, whereas one dimension may not exceed 600 mm. These are the means of Direct Mail:•Flyerorleaflet,•Advertisingsample,•Catalogue,•Informationonproduct/service.

DIRECT MAIL TYPES

• Addressed Direct Mail presents the most economi-cal option of direct addressing of customers, by using full name and address of the addressee. The maximum weight of an addressed Direct Mail item shall be 1,000 g.

• Semi-addressed Direct Mail is an item that on the address side has a semi-address of the addressee, or the street name with the house number of without it, postal code of delivery post office and PAC, as well as the name and address of the sender. The maximum weight of a semi-addressed Direct Mail shall be 100 g.

• Non-addressed Direct Mail presents a marketing tool used for promotion of products and services to be distributed to the target segment: to a certain geographi-cal area, to households and PO Box users. The maximum weight of a non-addressed Direct Mail shall be 100 g.

Direct Mail is the best way to:•Startanewbusiness,•Discoveryourprospectivecustomers,• Advance and personalize relationship with your

regular customers,•Informacustomeraboutanewproduct,

•Increasethescopeofsales,• Measure the results of the marketing campaign,

by use of paid-reply service.

Delivery time is 7 days upon receipt and collection in the delivery post office. This time shall not include the day when the postal item is collected, Saturdays, Sundays, holidays and any other non-working day if the post office established that day as non-operational.

CONTACT:



Tel.: +381 (0)11 3644 744

Fax: +381 (0)11 3345 357


5.2. Paid Reply Items

A postal item with paid reply is a special service in-tended to the legal persons sending their catalogues, brochures, questionnaires, surveys and other advertising material to the numerous different addresses and expect-ing return replies. However, beforehand it is necessary to sign a contract/agreement and open a PO Box in some of the delivery post offices to which the responses of the addressees would arrive.

Paid-reply item may be in the following forms:•Letter,•Postcard.

BENEFITS FOR SERVICE USERS:

Benefits for you as a sender:

• You may communicate with the addressees in the most suitable way, via the paid-reply service,

•Youpaythepostageonlyfortherepliesthatarrived to the PO Box,

•Youmaydistributethepaidrepliestotheaddressees in various ways: by newspapers, magazines, catalogues or through postal flows – distributing the initial items containing the paid-reply coupon.

MARKETING SERVICES

37

There are special benefits of this service for those dealing in:

•Cataloguesales,•Marketresearch,•Publishingbusiness,•Sales.

The benefit for the addressee of the paid-reply postal item is that he/she sends back the reply without charge, just needs to insert it in the mail-box or post it on the postal counter or by giving it to the postman.

CONTACT:



Tel.: +381 (0)11 3644 744

Fax: +381 (0)11 3345 357


5.3. Personalised Postal Stamp

The personalised postal stamp presents an exclusive service of printing a postal stamp with nominal value for the first-rate letter, with the theme picked by the customer (businesses and individuals), for purposes of marketing activation or personal promotion. It is used to pay postage for domestic letterpost services. The personalised postal stamp is identical to the regular and special-issue stamp in quality and manner of production, except in theme.

The desired image has to be in accordance with the:

•AdvertisingAct,•ThePublicInformationAct,•TheCompetitionAct,•ThePersonalDataProtectionAct.

The minimal quantity to be ordered is 200 pieces (8 sheets of paper), while the prices are determined for certain quantities that are ordered. If the customer wants to order a personalised postal stamp by use of Internet, it is necessary to supply the desired image in JPG format up to 1.5 Mb, determine the orientation of the image, quan-tity, letters to be used, personal data or the company data. It is also possible to place the order directly, by supplying the material in the suitable media (CD, floppy disc, etc.). Upon placing the order, the contract is to be signed.

The ordered personalised postal stamp shall be delivered in the relevant post office within 15 days upon payment.

CONTACT:



Tel.: +381 (0)11 3644 744

Fax: +381 (0)11 3345 357


5.4. Advertising in the Post

The advantage of advertising in the Post is that we put our diversified infrastructure at your disposal thus provid-ing direct access to a huge number of our customers. The PE of PTT Communications „Srbija“ encompasses over 1,500 post offices and about 4,000 counters with circa 18 million customers passing through.

ADVERTISING ON POSTER PLACES

The PE of PTT Communications “Srbija“ offers to you an option to have your propaganda posters displayed in the easily seen and glass-protected clip frames in more than 500 major post offices on the territory of entire RepublicofSerbia.Yourposterwillbe:

MARKETING SERVICES

38

•Setonthemostvisibleposterplaces,•Protectedfromanypotentialoutwarddestruction:

(such as writing, tearing or pasting over).

Youmaychoose:

• Format of poster – decide for the optimal size of posters. The dimensions are as follows:

B1 (70.7 cm x 100 cm), B2 (50 cm x 70.7 cm), B3 (35.3 cm x 50 cm).

• Select the area where you want to display your posters – pick one or more of our 478 post offices with over 2,058 poster places in over 200 towns/locations in Serbia.

• Time of rent: you may rent out a advertisement place within the suitable period of time, but not less than 30 days.

• Design and printing of posters – you may use the services of our WU “Hybrid Mail” which provides a complete variety of graphic services, from preliminary design till the top-quality printing of posters, with both big and small circulation (digital printing).

ADVERTISING ON SELF-STANDING HOLDERS

This service provides you with opportunity to display the printed advertising material (flyers) of pre-determined dimensions in the specially designed transparent PMMA holders.

At the same price, you may display your advertising material in specifically branded holders, made of PMMA, cardboard or some other material of the kind.

FLYERS HANDED IN AT THE POST OFFICECOUNTERS

This service provides you with opportunity that, upon the completed transaction, the counter employee hands in your advertising material (flyer) to the user of postal services.

DISPLAY OF BRANDED OBJECTS

This is a service that enables you to display on the counter stands in the post office counter halls your brand-ed products (money container, flags, models, coasters, etc.) with some personal propaganda message.

PROMOTION IN POST OFFICES

This service gives you the opportunity to set a pro-motional equipment (stand), to present your products or services or some other advertising material (flyers, cata-logues, advertising products, etc.) with noticeable propa-ganda message and assistance of a promoter.

The idea is to experience immediate contact with pro-spective buyers of your products and services.

PLASMA MONITOR ADVERTISING

Take advantage of the potential provided by plasma monitors installed in 135 of the most frequented post of-fices. While standing in line, the citizens of Serbia may see your advertising spots. Let us remind you that there are about 18 million visits per month on average, so advertis-ing in our counter-halls would mean a safe investment.

CONTACT:

Corporate Marketing & Key Accounts Department


Tel.: +381 (0)11 3022 481

Fax: +381 (0)11 3229 719


MARKETING SERVICES

39

5.5. Advertising on CDS Info Channel and CDS Bills

We present to you a new option of advertising on the Info Channel of CDS, one of the leading cable operators in our country; it has several CDS networks on the territory of the Republic of Serbia.

It is also possible to advertise on the CDS bills.

On-screen advertising:• Broadcastingforfourdays,atleastonceaday,• Creationofcommercialmessagesintheformoftelop

is free.

Teletext • Numberofbroadcastingforclassifiedandbusiness

ads during one day shall be determined by the opera-tor based on the available terms within its programme scheme, but not less than once a day.

CONTACT:



Tel.: +381 (0)11 3064 130

Fax: +381 (0)11 3641 404


5.6. Commercial SMS

Commercial SMS ensures communication of your cus-tomers with your information system via SMS messages. Youmaydefine a short number of your choice (for ex-ample, 3277), a format and contents of the message, as well as the price of message for end-user.

We have implemented the following commercial SMS services:

• SMS inquiry for the current account/card balance for individuals,• Receiptofads(socalledHALOads)viaSMS,• SMSInternetrecharges,

• SMS inquiry related to the current status of a postal item,• SMS inquiry for the account balance for legal

entities,• SMS request for sending account statements of

legal entities to e-mail,• SMS prepaid recharge from the account of

the bank client. BENEFITS:• Commercial nature of the service (you determine

the price of message by yourself and participate in allocation of the realised profit), • 24/7availability,• Fullprotectionofpersonalandotherdataofyour

company and customers, • In combination with the SMS notification service,

opens up a possibility of direct SMS marketing.

CONTACT:



Tel.: +381 (0)11 3607 895

Fax: +381 (0)11 3651 412


MARKETING SERVICES

40

5.7. SMS Notifications (SMS bulk)

SMS notifications – service for continual information, advertising and informing of your customers by SMS messages.

The messages may be intended for individuals (online

changes or personalised messages) or for the groups of cus-tomers (advertising messages, general notifications).Youmaydefinethecontentsofmessagesbyyourself(you

are only limited by a 160-character length of SMS).

There are two options for sending SMS bulk messages:• Your information system sends messages to CePP to

deliver to customers • ByourSMSbulkexpressWebapplication:(http://www.

cepp.co.rs/displayContent.php?contentId=137)

The communication between your information system and CePP is usually possible only via Internet or frame relay, whereas the technology of incoming and outgoing traffic is made by WEB service (SOAP messages).

BENEFITS: • Lowerprice forSMSmessages thanby sending from

a handset, • The message may be signed by the name of your

company, which is a low-cost direct advertisement,• Simplicityoftheservice(youcontroltheSMSnotification

process yourself), • 24/7availability(advertisingSMSmessagesonworking

days from 09.30 to 18.00),• Acceleratedcommunication,• CanbecombinedwiththeCommercialSMSservice.

CONTACT:



Tel.: +381 (0)11 3607 895

Fax: +381 (0)11 3651 412


5.8. Telemarketing and Telesales

Telemarketing is a service providing market & public opinion research, or target research. Telemarketing is one of a top-quality survey tool and is used when one wants to obtain exact and quick information and statistical ac-counts.

The Centre for e-business (CePP) may offer three com-munication options depending on the type of research and practical application:

1. The first option includes surveys run by the operators of Call Centre in direct contact with the target group. It is used when necessary to separate categories of surveyees depending on their answers.

2. The second option implies implementation of IVR (Interactive Voice Response) machine which can call, run

communication and generate reports on completed calls. This option provides a uniformly run survey which excludes bias on surveyees, and also provides an advantage that the statistical accounts and reports shall be available any-time.

3. The third option implies receipt of calls and collec-tion of answers, with possibility to combine the Call Cen-tre services or that the answers may be recorded or as DTMF selection on IVR. This principle is mostly employed with questions of general nature asked via the media.

BENEFITS:

- Reduced expenses; - Precise and efficient research implementation;- Simple determination of examinees’ categories;- Quickgeneratingofresearchreports;- Option of the process automation; - Detailed statistics.

TELESALES

This service is designed for the customers who need di-rect communication with the prospective users as regards increase of sales of its services and products.

The CePP Call Centre operators may provide descrip-

tions of services or products, may accept and form order forms and provide support for the direct sale in any other way.

This aspect of sales offers possibility of direct com-munication with the customers which may be formed to facilitate both the feedback information and statistics for further analysis aiming to improve sales services.

BENEFITS:

- Reduced sale expenses,- Direct communication with customers,- Unlimited communication time,- Feedback information, - Ordering process automation,- Detailed statistics.

CONTACT:



Tel.: +381 (0)11 3607 895

Fax: +381 (0)11 3651 412


MARKETING SERVICES

SERVICES OF PRODUCT SALES

Post Shop

Postal Stamp

Postal Products

44

6. SERVICES OF PRODUCT SALES

6.1. Post Shop – shopping within post office!

Within the network of the Post of Serbia, there are also 11 Post Shop counters, specialised outlets with a wide range of products and services.

These are: postal stamps, various types of envelopes, parcels packing, articles with value and forms, postcards and greetings, postal boxes, numbers for mobile tele-phones, Hallo cards, Ino Call cards for cost-efficient inter-national telephone talks, telephone devices, office mate-rial, souvenirs, toys, education books, fiction and many other products, but also services, such as virtual vouchers and Internet coupons.

CONTACT:

Corporate Marketing & Key Accounts Department


Tel.: +381 (0)11 3022 481

Fax: +381 (0)11 3229 719



46

6.2. Postal Stamp – more than just a symbol

A postal stamp is one of the central symbols of the Post itself. It is a means of payment for postal services and at the same time a material symbol of specific features of one culture. From the time of its creation till today, due to its widespread distribution and its attractiveness for col-lectors and propaganda purposes, a postal stamp is a subject of special attention of postal administrations, both in terms of its graphic and fine-art solutions and in terms of themes, contents and motifs.

WU “Srbijamarka” deals with the production of gen-eral, fine-arts and graphic solutions for the postal stamps and papers of value, philatelic products, as well as other products necessary for the corporate presentation.

Apart from production of general, fine-arts and graph-ic designs, WU “Srbijamarka” also deals in the computer preparation for printing of special products, printing control, philatelic entity design, design of exclusive philatelic products, marketing and sales of philatelic products, both on the domestic and international market.

CONTACT:

WU “Srbijamarka”


Tel.: +381 (0)11 3231 952

Fax: +381 (0)11 3241 331


CONTACT CENTRE:

For further information, please contact us:

E-mail: [email protected] Service: 0700 100 300

www.posta.rs


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6.3. Postal Products

The Post of Serbia is offering a wide range of letter-post packing material – envelopes of general use and various dimensions:

• B–6andB–6blank12,5cmx17,6cm• B–5andB–5blank17,6cmx25,0cm• C–4andC–4blank22,9cmx32,4cm• DLandDLblank11,0cmx22,0cm• DLAVandDLAVblank11,0cmx22,0cm.

CONTACT:



Tel.: +381 (0)11 3644 700

Fax: +381 (0)11 3644 636



Printing made by the PE of PTT Communications “Srbija”, WU “Hybrid Mail”, Belgrade