Dinner

Introduction
Karl-Heinz Neumann, General Manager and Director, WIK, Germany

VAT exemptions, competition and the customer. Who benefits?
Tim Walsh, Vice-President, Corporate and Regulatory Affairs, Pitney Bowes International

Meeting customer expectations in a liberalised postal market
John Hearn, Manager Postal Liberalisation, ComReg, Ireland

Coffee Break

Case study: debitel's experience with purchasing and quality management in a liberalised postal market
Alfred Pasch, Senior Service Manager, IT-Billing Competence Center, debitel AG, Germany

Postal demand structure and customer needs in Japan
Shoji Maruyama, Senior Manager, International Strategy and Research Division, Japan Post Service Co., Ltd., Japan

Privatisation and liberalisation of the Posts: Can this industry still be saved?
Paul Overdijk, Director Strategy, Royal TNT Post, The Netherlands

Transformation of the retail network: Deutsche Post's face to the customer
Wolfgang Pickavé, Director Regulation Strategy, Deutsche Post AG, Germany

Hermes Parcel Shops: Success through customer service at the point of sale
Martin Kreiter, Divison Manager, Marketing & Public Relations, Hermes Logistik Gruppe, Germany

15 years of experience: Towards higher efficiency in Sweden
Peter Andersson, Associate Professor, Department of Management and Economics, University of Linköping, Sweden

The German mail market: Update on competition after full liberalisation
Peter Quander, Head of Postal Regulation, Federal Network Agency, Germany

Session 3: Policy Challenges
Chair: Antonia Niederprüm, Senior Economist, WIK

Legal aspects of a VAT exemption in a liberalised market
Ralf Wojtek, Director General, BIEK, Germany

Public procurement of universal services: Practical considerations
Martin Zauner, Economist, WIK

Coffee Break

Change of address: What are the issues?
Alastair Tempest, Director General, FEDMA, Belgium

Change of address: An online case study from Ireland
Bob Hoffman, Director, NewAddress.ie Ltd., Ireland

Controversial issues in cost allocation: Outdoor delivery and mail priorities
Benedicte Bouin, ARCEP, France

Royal Mail's experience with downstream access
Paul Bates, Commercial Director, Royal Mail Wholesale, United Kingdom

Postcomm’s vision on the UK postal market
Ruth Heller, Head of Market Intelligence, Postcomm, United Kingdom

Concluding remarks
Alex Dieke, Head of Department, WIK