Each year, the BIPT publishes, in a specific communication, a report on the results of bpost’s measurements as regards the obligations under the management contract relating to the award of services of general economic interest (currently the 7th management contract, for the 2022–2026 period).
Since 2023, the BIPT has been conducting targeted audits of the measurement systems used by bpost in relation to one or more obligations under the management contract, in place of the on-site checks it used to carry out.
The aim of this audit was to verify that the system for measuring waiting times at post offices is designed in an appropriate and objective manner.
Even though the quality targets set out in the management contract have been met to date, the audit concludes that bpost’s internal measurement system is not sufficiently robust and does not ensure that these targets are measured and assessed in a correct, consistent and verifiable manner.