Russian Post - statistics, conclusions, suggestions

Epigraphs

1. The article "How not to be deceived"

2. If you think that nothing will work out for you - you are right.
If you think that you will succeed, you are also right.
Henry Ford

Preamble

My online store, located in Moscow, delivers orders both by couriers in Moscow and by mail throughout Russia. I don’t give links, since this is not PR, and the habraeffect is a serious thing.
I started sending parcels not so long ago, and when the number of parcels sent was close to 50, I was able to make some statistical generalizations.

I wanted to make generalizations when I found out that the Russian Post has control deadlines for delivering parcels — that is, the deadlines in which they themselves (no one pulled the language) promise to deliver the parcels. The table ( mirror ) shows the delivery deadlines between federal cities.
I was wondering how the mail handles its promises.



The approximate scheme of the parcel travel is as follows:
Post office - receiving the parcel -> car -> Regional sorting shop at the place of dispatch -> train -> Regional sorting shop at the place of pickup -> car -> Pickup point.

From the description of the control terms, it follows that the number of days indicated in the table is the travel time of the parcel between the centers of districts and districts. Plus, we throw a maximum of 4 days for delivery to the village if it is located in the region, and not in the district center.

So, some statistics, so far without characteristics.

The minimum number of days.

One parcel flew by airmail, and she was very lucky - she flew to Sakhalin in 5 days. It was a fluke, as the rest of the air parcels arrived there in 8-10 days.
Of the same ones that traveled by ground, the minimum was 6 days. One of them was traveling from Moscow to the Moscow region, if you count on the road - about 145 kilometers.
The other is in Yaroslavl, it is 267 kilometers. By the way, parcels go to Yaroslavl the fastest - you must pay tribute to their sorting center.

The maximum number of days.

40 days was sending by land to Sakhalin (by train, ferry, again by train). Apparently, at one of the sorting points she spent ten days in the corner, because the remaining delivery times to remote corners of our vast Motherland were no more than 30 days. Of course, this is the island of Sakhalin and Yakutia. By the way, the control period from Moscow to Yakutia is the longest - 22 days to Yakutsk, and another 4 days to (relatively) nearby areas.

Delivery speed

I measured the distance from Moscow to each of the destinations, with the help of a service that calculates distances not directly, but by roads. Then divided by delivery time, and received the average speed of movement of the parcel.
The indicator is very conditional, since quite a lot of time is spent at the sorting points, and they most likely travel by train, but I can draw some conclusions from it.

Minimum speed.

At the speed of a sick invalid turtle crawling to die, parcels moved around Moscow and to the regional city of Solnechnogorsk. True, in the second case, as it turned out later, the parcel simply failed unnoticed in the mail for some time. But the first case cries out - the parcel covered the distance of 28 kilometers in 13 days. This is approximately 2 kilometers per day.

Maximum speed.

Schumacher showed himself air parcels that covered up to 1800 kilometers per day. Damn it, what a huge country - Russia ... From Moscow to Sakhalin - more than 9,000 kilometers. And this is only from Moscow.
The characteristic speed of ground shipments is 200-400 kilometers per day.
The average speed was 241 km / day, and the median - 118 km / d. This means that half of the packages per day covered less than 120 km.
The distribution of speeds (by, in a way, the logarithmic scale) is on the graph. For example, it clearly shows that three quarters of parcels cover less than 300 km per day.

Target dates

An even more interesting thing is how much, and how often, the mail exceeds the delivery time for which it took obligations. So, we divide the actual term by the promised, and we get the excess.

Maximum excess

The record holders were the lost parcel of Solnechnogorsk, and Moscow. By Fed. The parcel should walk for no more than 3 days in the center, and crawl 13. Exceeding - by 4.3 times. In the region - no more than 4 days, and all 28 went. Well, this is an exceptional case.
Every tenth parcel exceeded the promised period by more than two times. 60% exceeded the delivery time by no more than 2 times.
For a complete presentation, I give the second schedule.



Exceeding the term by 1.3 times I chose as the most acceptable. It turns out. that 40% of the packages arrived at all without delay, another 20% - in an acceptable time (that is, only 60% passed acceptable), and the remaining 40% - for unacceptable.
On average, the delivery time exceeds the promised 1.47 times. The median for this parameter shows 1.1 - that is, half of the packages arrive almost on time.

Plot

Case of life. The package was sent to the buyer on 03/28/2011. The tracking number was received, in the evening it appeared in the database and on the package tracking page of the Russian Post .

After 10 days, 04/07/2011, the status of "accepted" has not changed. The client is naturally worried.
I turned to the mail, and received a response - you can apply for a search, but not earlier than 30 days after sending the parcel.
After learning to believe a word, I returned home and made inquiries on the Internet. Well, of course, they lied to me!
In fact, the sender has the right to submit an application for the search for a parcel immediately after the deadline.

I downloaded and filled out the search application form. ( mirror )

The application was filed on the evening of April 7th.


The next day, the parcel status was updated! He showed that on April 7 (oh, what an amazing coincidence!) The parcel arrived at the sorting center of the Kazan station.

As evidence - tracking id: 12959436048467

Where the package was from March 28 to April 7, and why it was able to cover 7 kilometers from the post office to the Kazan station in just 10 days - it will remain a mystery for centuries.

True, at my post office, the operators mentioned that there was a little trouble with the 12 packages that were sent that day. The driver took them "wrong way." One of the senders of these unfortunate packages has also begun to search for them.

It did not fit my head how the driver could take the packages "wrong way". Where "not there"? In the dark forest sending a parcel? To mother-in-law on pancakes? If he took them somewhere, someone had to take them from him! Sign for them, after all. The driver took them to the wrong place, and they were received there by the wrong one and the wrong way ...

Earlier, I already filed such a statement once, and with exactly the same result - it was a package to St. Petersburg, which was also lost at first, and then was magically found and updated the status in the system the very day after submitting the application. By the way, that package went to Sestroretsk for 25 days.

After a heart-to-heart talk with the head of my post office, I found out that she did not put these statements in any database. She makes an extract - in which bag, with which driver when the parcel left. And sends all the documentation by mail (recursion) to the central office. Where they are already being processed.

It turns out that both times what happened was a coincidence. Pretty weird.

By the way, often on weekends the Mail website does not work. Apparently, it turns off to save power. I give out a secret link to an internal mail site that works separately from the main one, where there is also a package tracking form: info.russianpost.ru/servlet/post_item

Summary

So, it turns out that 40% of the packages arrive with unacceptable lateness. This is chaos. Surprisingly, the post office delays packages regarding such deadlines that it has set for itself.
I’ll clarify that, as a rule, there are no complaints about the final points - the local post offices. They honestly work out their little money, pack packages and send. The most interesting thing happens between them.

Of course, the public service is clumsy by definition, and hardly interested in improving the work, without any competition. But I believe that even such a service can be shaken.

I decided that now, every time the check deadline for the parcel passes, but she has not yet arrived at the district center at the destination, I will file an application for search. In the application, I leave my contact phone number, which I must call, inform about the results of the search, and ask if I need a written report.
Yes! I will need a written report, with detailed explanations of where and why the package spent more time than it was allotted to it.
And so - with each parcel.

And then I remembered about the habraeffect.

If everyone who has sent a parcel by mail, after the expiration of the delivery deadline, writes an application for search. And it will require a written response ...

Do not answer, do not call?
Contacts for quality control of Russian Post.Free hotline telephone, e-mail ...

This is legal, legal and absolutely free. We will only demand from the management of the post that they themselves have promised. It’s time to arrange a habraeffect for Russian Post.

I emphasize - this will not be hooliganism or a meaningless flash mob.

This will be an attempt to stir up the state structure, show its civic position, and increase the amount of order in the work of the state. If there are deadlines, they must be fulfilled - otherwise why are they?

Of course, the result of the action may be an increase in the delivery deadlines, I do not exclude such an outcome. But I believe that even this will be beneficial - because it will mean a transition from disorder to order, and one step away from disorganization.

I allow myself to quote the passage from Vladimir Tarasov’s excellent book, “ Principles of Life ”:

“If every thing is in its place, every person is where he should be and does what he should do - this is order.
If the order is disturbed, then we can say who the offender is and what violated is a mess.
If the order is broken, but it cannot be said who exactly is to blame and what exactly he violated, this is disorganization.
Disorganization is worse than a mess. With her, fear and fearlessness change places. It’s scary to keep order. And fearless to break it. That's what disorganization is. ”

But it’s possible, it’s quite possible to improve the work of the Post Office.
I believe that in the presence of such a probability, we simply must make efforts to achieve a result. One cannot expect improvement in the work of public services by decree “from above” - only on the initiative from below.

You may say that I'm a dreamer
But I'm not the only one ...

Do?

UPDATE: Once again, to consolidate:
download and fill out the search application form. ( mirror )

To whom - they will tell you in the mail, usually to the boss.
From whom - from you.
The reason for the statement is not received.
Special marks - with declared value, etc.
Date of submission and reg. number (tracking).
Where, to whom.

Hand over at your post office. They will accept the application, fill out the tear-off coupon, put a stamp and give it to you.