Enhance Security Program Procedure

Enhanced Security Program Procedure
TNT Express Enhanced Security Program Procedure
TNT Express - EHO
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Version 4.0
Enhanced Security Program Procedure Approved by: Martin Flanagan Group Director Express Operations Issue date: August 2006
Contents 1 Introduction
4
1. 1 1. 2 1. 3 1. 5
About This Document Scope Overview Effective Date
4 4 4 5
2
2. 1 2. 2 2. 4 2. 5
Program
Principles Consignment Criteria Liability Approved ESP Customer List
6 6 7 7
Functional Activities
3. CIT 1 3. Customer Service 2 3. Legal and Insurance 6 3. Network Operations 7 3. Security 9 3.10 Training
8 8 9 9 9 9
1 0
4
4. 1 4. 2
ESP Customer Approval

Account Manager Responsibilities GAM Operations Responsibilities
1 0 1 0
1 1
5
5. 1 5. 2 5. 3 5. 4 5. 5 5. 6
Enhanced Security Program Supplemental Procedures

Handling Handling Handling Handling Handling Handling ESP ESP ESP ESP ESP ESP Freight Freight Freight Freight Freight Freight at the Customer's Premises at the Origin Depot at Transit Location (Road Hub) at Transit Location (Air Hub) at Transit Location (European Express Center Lige) at the Destination Depot
1 1 1 1 2 1 4 1 5 1 5
TNT Express - EHO Approved by: Martin Flanagan Group Director Express Operations
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Version 4.0 Issue date: August 2006
6
6.1 6.2 6.5 6.6
Enhanced Security Program Exception Handling Procedures

Held in Depot or Hub in Excess of Eight Hours Refused or Otherwise Undeliverable Returns Collected from a Delivery Address Damages Dedicated, non-Network Movements
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1 7 1 7 1 9 2 0 2 1
2 2
7
7.1 7.2 7.3 7.4 7.5 7.6 7.7
Appendices
Appendix A - Approved ESP Customer List Appendix B - Approved ESP Country List Appendix C - Documentation Appendix D - ESP Approval Application Form Appendix E - ESP Sticker and Tape Appendix F - Example Pre-alert Format Appendix G - Security Awareness for Drivers "The Golden Rules"
2 2 2 2 3 2 4 2 5 2 6
TNT Express - EHO Approved by: Martin Flanagan
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Enhanced Security Program Procedure Group Director Express Operations
1 Introduction
1. 1 About This Document
This procedure document describes the Enhanced Security Program (ESP) and its cross-functional process for handling high tech/high value shipments within Europe. It is applicable to all ESP shipments except:
Consignments shipped under a national, domestic ESP Consignments shipped by customers not approved for the ESP Consignments shipped outside the approved countries listing
1.2 Scope
This procedure document is applicable for TNT Headquarters and Business Unit organisations for: CIT, Customer Service, Express Operations, Finance and Administration, Global and Major Account Management, Legal and Insurance, Network and Country Hubs, Product Management and Development, Security, and Training.
1.3 Overview
The ESP process works in conjunction with Standard Operating Procedures. It is a supplemental --not a separate -- procedure describing:
who is responsible for ESP shipments how to initiate an ESP request how approval can be obtained how an origin depot must handle ESP Freight how a hub must handle ESP freight how a delivery depot must handle ESP Freight
1.4 Responsibilities
Security is the responsibility of every TNT Express employee. No one is excluded from the requirement to help ensure that our customers' goods are transported following established TNT procedures and as securely as possible.
Enhanced Security Program Procedure TNT Express - EHO Approved by: Martin Flanagan Group Director Express Operations Page 4 of 26 Version 4.0 Issue date: August 2006
Customer Service Express Operations Finance and Administration Global Account Management Product Management and Development Legal and Insurance Network Security The responsibility for implementation and operation of the ESP is cross functional: CIT CIT departments are responsible for setting up customer interfaces to recognise the ESP option code.
Account specific dedicated customer service agents are responsible for the day to day management of consignments sent by ESP approved customers. These teams will be responsible for ensuring
* * *
that only approved accounts use ESP. the proactive follow up of all negative statuses.
that all incidents involving loss or theft are escalated immediately to Security Management and the ESCC Atherstone. Country and depot operations are responsible to ensure that all operational processes are carried out in accordance with standard operating procedures except for those exceptions specifically mentioned within this document. National invoicing departments are responsible for ensuring that all ESP shipments receive the necessary fee required to cover additional operations and exception handling. Global and Major Account managers are responsible for completing approval requests and forwarding them to the GAM Operations Department for approval processing. Group Legal and Insurance is responsible for monitoring and approving all agreements between TNT and its customers, which fall outside the standard TNT limits of liability. Network operations provides for the safe and secure transit of high value products through the TNT networks by ensuring that wherever possible, the equipment used is suitable for the carriage of such goods. Divisional Head Office is responsible for ensuring the ESP Processes and Polices are incorporated into the standard TNT documentation
Security departments are responsible for ensuring that all incidents involving ESP shipments are investigated in an appropriate and effective manner and for providing the necessary investigative reports required by ESP approved shippers or their insurers.
Training
Training departments are responsible for ensuring that all MAX training programs are updated to incorporate ESP handling processes.
1.5 Effective D a t e This procedure is effective upon receipt and supersedes any previous procedure documentation relating to the Enhanced Security Program.
TNT Express - EHO Approved by: Martin Flanagan Director Express Operations
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Version 4.0 Issue date: August 2006 Group
2 Program
As the size of high tech products decreases, the risk of theft increases. In this environment, our customers demand an increased security service to protect their high value goods. Currently, 14 customers use the Enhanced Security Program (ESP) for some, or all of their products and traffic lanes. The ESP is a tool to facilitate all responsible TNT functional areas working together within one process to provide additional security monitoring of high tech/high value goods transiting TNTs networks. ESP is not a separate product in itself; it is one of many possible options to the standard TNT product range. The ESP is available only to approved customers who have undergone the necessary compatibility checks and risk assessments. The approved customer selects ESP as a consignment option either when contacting Customer Service or via his TNT EDI system. ESP charges are additional to the charges for standard TNT service. The customer is invoiced a fee based on pay weight in kilograms unless otherwise agreed and approved by BU commercial and DHO. This surcharge represents TNT's program administration/personnel cost per kilogram.
2.1
Principles
The ESP works on the principle of pre-alerts and direct action on any possible incidents. A dedicated team of strategically placed security coordinators responds to notice of ESP consignments moving throughout the network. Based on pre-alerts forwarded from origin to transit point to transit point to destination, goods are monitored throughout the network. This does not necessarily mean separate handling at every transit point but does mean that all consignments are checked into a TNT location and then pre-alerted through to the next transit point. If and when a discrepancy is noted, escalation processes are followed with communication and cross-reference with the previous transit location. An advice is also sent to the customer either directly or through Customer Service. Security management is involved as soon as a loss is reported to have occurred.
2.2 Consignment Criteria

In order for any new customers or new business from current customers to qualify for the ESP, a consignment must meet the following criteria:
It must be from a Global Account or a GAM development account. It must be a Business to Business consignment. It must comply with the TNT Awkward Freight policy. It must have a consignment weight of no less than 30 kilograms. It must not consist of parcels in retail packaging without outer protective packaging Any shipment consisting of 5 or more loose cartons must be consolidated into/onto pallet boxes/pallets prior to dispatch from client. Each new consolidated unit must have one piece label attached. Any loose parcels must have all three dimensions longer than 20 cm (dimensions greater than 20cmX20cmX20cm) and must not be bagged.
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2.3 Terms of Payment and Products

The Enhanced Security Program is only currently available within Europe for:
Approved customers only Sender pays shipments, or Receiver pays shipments when the receiver has organised the collection from another location through his local TNT customer services representative Global Express (G 15N) Economy Express (G48N) Integrated Direct Express (G29/G30) Special Services Network products, S726 SY and S 1EN
2.4 Liability
The Enhanced Security Program does not offer increased limits of liability on any shipment. The actual gross weight of any shipment which has been confirmed by TNT Check In (RPP process) will be considered the weight on which TNT calculates rates of liability. TNTs Terms and Conditions of Carriage apply to all ESP shipments unless otherwise agreed by the Group Legal and Insurance Department. TNTs liability will be calculated based on the actual gross weight which has been confirmed by TNT check in process. TNT accepts no responsibility for the condition of the contents of goods returned by a customer under the ESP to the shipper unless damage or loss can be specifically attributed to TNT.
2.5 Approved ESP Customer List

A list of ESP-approved customers is in Appendix A. (For updated list please check Express Net Global/Knowledge Centre/Procedures/Security/Enhanced Security Programme)
Shipments travelling under the ESP process can only be shipped to and from approved countries. Those countries approved have agreed to handle goods in accordance with ESP requirements. A list of ESP approved countries and contact information is in Appendix B. (For updated list please check Express Net - Global/Knowledge Centre/Procedures/Security/Enhanced Security Programme)
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3 Functional Activities
This section presents an overview of the functional activity required for the implementation and operation of the Enhanced Security Program. The functional areas responsible in for the activities mentioned in their areas are indicated by an X. Appendix C contains a list of applicable functional documentation.
3.1
CIT
DHO B U Loca l X
Activity Update customer CIT systems
3.2
Customer Service
DHO X X X X X BU X X X X Local X X X X
Activity Review On-line booking processes, procedures and system for ESP inclusion Review Cross border booking process for ESP inclusion Review Cross border booking policy for ESP inclusion Review Consignment note completion for ESP inclusion Review Quick Reference Guides for ESP inclusion
3.3 Express Operations

Activity Ensure secure transport of ESP goods in accordance with TNT minimum security standards and where applicable TAPA regulations Escalate incidents to Security management Take corrective actions where required. DHO BU Local X X X
X X
3.4 Finance and Administration

Activity Set up and invoice option code in line with approved rate Flag approved countries for ESP charge within Billing system DHO X B U Local X
3.5 Global Account Management

Activity Approve GAM accounts for ESP Approve Non GAM accounts for ESP DHO X X B U Loca l
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3.6 Legal and Insurance

Activity Maintain the TNT Express Terms and Conditions of Carriage Approve all legal documentation associated with the Enhanced Security Program DHO X X B U Loca l
3.7 Network Operations

Activity Ensure secure transport of ESP goods in accordance with TNT and TAPA regulations Ensure all Drivers receive Security awareness training and are in receipt of an appropriate version of the TNT Golden Rules DHO BU X X Loca l
3.8
Product Management and Development

DHO X B U Loca l
Activity Integrate ESP procedures into standard documentation
3.9
Security
DHO X X X BU X Local X
Activity Investigate all ESP losses Continually analyse risk on customer traffic lanes and high value routes Do loss/damage trend analysis
3.10 Training
Activity Incorporate the Enhanced Security Program into training materials. DHO X BU X Local X
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4 ESP Customer Approval

4.1 Account Manager Responsibilities
Responsibility for initiating new customer approval lies with the Global/Major/Key account manager. He must do the following:
Ensure that the client's desires and his freight meet the requirements of the preceding paragraphs 2.2 and 2.3. Complete the application form in Appendix C. (form is also available on Express Net Global/Knowledge Centre/Procedures/Security/Enhanced Security Programme)
Ensure customer has received a copy of TNTs General terms & Conditions and a copy of the application has been sent to both legal and Insurance departments. Gain initial tentative agreement of operations and security management in the origin county. Submit the completed application to the GAM Operations Support Manager responsible for the ESP. Upon ESP approval: ensure that the customers EDI system is correctly set-up to use the ESP option code. obtain customer agreement for ESP rates and charges. obtain confirmation of country ISB acceptance for ESP-related costs.
4.2 GAM Operations Responsibilities

Responsibility for approving new customers or new business for the ESP lies with GAM Operations. The Support Manager responsible for the ESP will do the following:
Notify the submitting account manager within two weeks of application whether the application is declined or will be progressed further. Conduct a risk assessment together with origin/destination country operations and security personnel as required. The risk assessment will include: an analysis of the customers packaging an analysis of the split between conveyables and non-conveyables an analysis of the customers required traffic lanes - an analysis of the customers own customers an analysis of the customers current loss ratio and overall loss history Decline the application if the risk assessment is negative. Gain the agreement of all countries and TNT networks involved when the risk assessment is positive. Give ESP approval for the customer and for the applicable lanes/countries once all participating parties are in agreement.
5 Enhanced Security Program Supplemental Procedures

The following paragraphs detail where ESP handling procedures differ from or are supplemental to standard operating procedures.
5.1 Handling ESP Freight at the Customer's Premises

Start conditions
~ ESP
freight can only be collected from approved customers.
ESP freight will move through the TNT network. (for direct movements with dedicated vehicles, see paragraph 6.6.) Complete the following ESP-supplementary steps prior to freight departure from the customer's premises. Responsibility Step 1 2 TNT Implant or Customer when no implant assigned
Action Consolidate loose cartons of a single consignment onto a pallet if there are more than five. Attach ESP label to each pallet and to each loose parcel of every consignment. Labels as per Appendix E. ( it is acknowledged that not all existing ESP customers will allow a label to be attached to their product) Seal outbound vehicle in accordance with standard procedures if direct feed vehicle, Not Applicable for PUD vehicle.
5.2 Handling ESP Freight at the Origin Depot

Start conditions
~ ESP
pre-alert received from customer premises.
* *
Off-load supervision in place. Scanners set up.
When the start conditions above have been met at the first TNT facility after the customer's premises, complete the ESP supplementary steps below to checkin/hold/forward ESP freight at the origin depot. Responsibility Step 1 2 Operations Supervisor, ESP Nominee
Action Check seal on inbound vehicle in accordance with standard procedures. Supervise offload of ESP goods, where possible, into an area controlled by CCTV or when no CCTV is available then separate from the normal flow traffic. Alternative, but equally effective, security measures can be approved by BU Security when required. Scan all goods with SA status code during offloading. (Red/Green scanning can be used to assist in this process)
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Ensure that each piece of ESP freight undergoes the standard revenue protection and check that the actual weight and dimensions per consignment are available in the system. THIS IS REQUIRED, NOT OPTIONAL. Print scan list and compare for completeness with the pre-alerts received from the customer's premises. Hold any consignments without data or not on the pre-alert list in a secure location in the depot and report details back to consignor via daily depot reporting or block shipment as unsendable. Delete or scan as HAF any data without consignments and report details back to consignor. Update track and trace with CP status for consignments with less cartons than pre-advised and report details back to consignor. Check with consignor before forwarding onward. Update track and trace with ED status for consignments with more cartons than pre-advised, if this can be determined. Check with consignor before correcting the actual number of pieces and forwarding onward. Place ESP consignments that will not be loaded onward within the next two hours into a security cage or in a secure area under CCTV coverage where available. Supervise standard scanning and loading of outbound ESP goods to the next transit destination. Load ESP freight always at the rear of vehicle used or consolidate into one location on the vehicle for ease and speed of identification at the next location. Seal outbound vehicle in accordance with standard procedures Update pre-alert(s) with: Cage details for loose cartons Location of goods within trailer Trailer number Seal number Trip number ETA
5 6
7 8 9
10
12 13 14
15
Email updated pre-alert(s) to next transit location(s)
5.3 Handling ESP Freight at Transit Location (Road Hub)

Start conditions
~ ESP
pre-alerts received from TNT locations.
* *
When the start conditions above have been met at the TNT transit location, complete the ESP supplementary steps below to process ESP Freight. Responsibility Step 1 2 Hub Supervisor with Warehouse ESP Nominee
Action Check seal on inbound vehicle in accordance with standard procedures. Supervise offload of ESP goods, where possible, into an area controlled by CCTV or when no CCTV is available then separate from the normal flow traffic. Alternative, but equally effective, security measures can be approved by BU Security when required. Check that freight details and condition agree with pre-alert. (Red Green scanning tool can be used to optimise this process)
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4 5 6
Scan all goods with SA status code during offloading, in addition to standard SA/TR status code scanning. Print scan list and compare for completeness with the pre-alerts received from the previous TNT locations. Hold any consignments without data or not on the pre-alert list in a secure location in the depot and report details to the European Security Control Centre (ESCC), previous TNT location and next TNT location. Data received without consignments for ESP Shipments should be reported to the ESCC and previous TNT location Update track and trace with PR status for consignments with less cartons than pre-advised and report details to the ESCC, previous TNT location and next TNT location. Check with ESCC before forwarding onward. Place ESP consignments that will not be loaded onward within the next two hours into a security cage or in a secure area under CCTV coverage where available. See paragraph 6. 1 for instructions for consignments that must be held in excess of eight hours. Supervise standard scanning and loading of outbound ESP goods to the next transit destination. Load ESP freight always at the rear of vehicle used or consolidate into one location on the vehicle for ease and speed of identification at the next location.. Seal outbound vehicle in accordance with standard procedures Perform an end of shift team debrief covering the following issues on ESP Shipments: data discrepancies by consignment or piece pre-alert discrepancies missing consignments or pieces damaged consignments re-routed freight HW (i.e. unauthorised, not stackable, etc.) Report all discrepancies to ESCC and ensure T&T is updated with relevant status codes, including remarks. Update pre-alert(s) with Cage details for loose cartons Location of goods within trailer Trailer number Seal number Trip number ETA
7 8
9 10 11
12 13
14 15
16
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5.4 Handling ESP Freight at Transit Location (Air Hub)

Start conditions
~ ESP
pre-alerts received from TNT locations.
* *
When the start conditions above have been met at the TNT transit location, complete the ESP supplementary steps below to process ESP Freight. Responsibility Step 1 2 Hub Supervisor with Warehouse ESP Nominee
Action Check seal on inbound vehicle in accordance with standard procedures. Supervise offload of ESP goods, where possible, into an area controlled by CCTV or when no CCTV is available then separate from the normal flow traffic. Alternative, but equally effective, security measures can be approved by BU Security when required. Check that freight details and condition agree with pre-alert. (Red Green scanning tool can be used to optimise this process) Print scan list and compare for completeness with the pre-alerts received from the previous TNT locations.
Hold any consignments without data or not on the pre-alert list in a secure location in the depot and report details to the European Security Control Centre (ESCC), previous TNT location and next TNT location. Data received without consignments for ESP Shipments should be reported to the ESCC and previous TNT location Update track and trace with PR status for consignments with less cartons than pre-advised and report details to the ESCC, previous TNT location and next TNT location. Check with ESCC before forwarding onward. Place ESP consignments that will not be loaded onward within the next two hours into a security cage or in a secure area under CCTV coverage where available. See paragraph 6. 1 for instructions for consignments that must be held in excess of eight hours. Supervise standard scanning and loading of outbound ESP goods to the next transit destination. Ensure where possible all ESP goods are place in the same ULD/igloo. Record position in ULD/Igloo Close Igloo. Perform an end of shift team debrief covering the following issues on ESP Shipments: data discrepancies by consignment or piece pre-alert discrepancies missing consignments or pieces damaged consignments re-routed freight on-hold issues (i.e. unauthorised, not stackable, etc.)
7 8
9 10 11
12
14
Report all discrepancies to ESCC and ensure T&T is updated with relevant status codes, including remarks.
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15
Update -
pre-alert(s) with ULD/Igloo details for loose cartons and pallets Location of goods within ULD/igloo Seal number
16
5.5 Handling ESP Freight at Transit Location (European Express Center Lige)
The TNT European Express Centre (EEC) at Lige has a dedicated team for the handing of product transported under ESP. This team works to strict local guidelines, which are summarised below.
An ESP team member will supervise the off loading of all ULDs and trucks containing ESP goods All conveyable shipments are sorted via the conveyor system to a secure handling area where goods are checked and secured awaiting departure All non-conveyable goods are checked by an ESP team member, secured awaiting departure, and then taken to outbound ULDs and trucks for loading just prior to close or departure time. All ESP shipments to receive a SA scan. All freight is pre-alerted to the next location(s). All pre alerts to include position within ULD/Igloo and ULD/igloo number.
Detailed procedures are available from Lige security.
5.6 Handling ESP Freight at the Destination Depot

Start conditions
~ ESP
pre-alerts received from previous TNT locations.
* *
Scanners loaded from pre-alerts for red/green alarm. Off-load supervision in place.
When the start conditions above have been met at the TNT destination depot, complete the ESP supplementary steps below to process ESP Freight. Responsibility Step 1 2 Operations Supervisor, Warehouse ESP Nominee, Driver(s)
Action Check seal check on inbound vehicle in accordance with standard procedures. Supervise offload of ESP goods, where possible, into an area controlled by CCTV or when no CCTV is available then separate from the normal flow traffic. Alternative, but equally effective, security measures can be approved by BU Security when required. Check that freight details and condition agree with pre-alert. Scan all goods with SA status code during offloading, in addition to standard IR/TR status code scanning. Print scan list and compare for completeness with the pre-alerts received from the previous TNT locations.
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Hold any consignments without data or not on the pre-alert list in a secure location in the depot and report details to the ESCC, previous TNT location.. Data without consignments for ESP Shipments should be reported to the ESCC and previous TNT location Update track and trace with PR status for consignments with less cartons than pre-advised and report details to the ESCC and the previous TNT location. Attempt no partial deliveries without prior permission from the ESCC or the customer/origin depot. Place ESP consignments that will not be loaded onward within the next two hours into a security cage or in a secure area under CCTV coverage where available. See paragraph 6. 1 for instructions for consignments that must be held in excess of eight hours. Allocate ESP shipments manually to driver rounds. Include shipments previously held (HW) that have been released for delivery. Provide one manifest copy to driver and one to planning. Scan ESP goods with OD status Highlight any discrepancy consignments (damage or missing) to supervisor prior to departure. Conduct investigation of discrepancies prior to driver departure. Check of piece scanning Pre-delivery audit (PDA) Remove discrepancy consignment and place it in a secure location during the investigation. See paragraph 6. 1 for instructions for consignments that must be held in excess of eight hours. Report (non-receipt in depot) discrepancy to the ESCC and previous TNT transit location. Report (received depot then missing) discrepancy to the ESCC and local security). Perform an end of shift team debrief covering the following issues on ESP Shipments: data discrepancies by consignment or piece pre-alert discrepancies missing consignments or pieces damaged consignments re-routed freight on-hold issues (i.e. unauthorised, not stackable, etc.) Report all discrepancies to ESCC and ensure T&T is updated with relevant status codes, including remarks.
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22
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6 Enhanced Security Program Exception Handling Procedures

6.1 Held in Depot or Hub in Excess of Eight Hours
Start conditions
~ ESP
freight at location that can not be forwarded within eight hours.
Complete the ESP supplementary steps below prior to freight departure to next TNT location. Responsibility Step 1 Action Place the shipments to be held for more than 8 hours in the secure holding area: a security cage with controlled access and or a controlled area out of the normal traffic flow with full CCTV coverage (where available) Scan consignments with the HW status code and add remarks for location, e.g. "seccage." Repeat both scans daily for as long as the consignment remains at location Supervise removal of goods from the secure area by authorised personnel only. Supervise standard onward scanning and loading of: ESP goods to the next transit destination. Always load ESP freight at the rear of linehaul vehicle used. ESP goods for delivery by depot local trucks as described in paragraph 5.4. Complete the "Pre-alert Form" in Appendix F and forward to the next destination if ESP goods are still in transit Operations Supervisor, Warehouse ESP Nominee
2 5 6
6.2 Refused or Otherwise Undeliverable

Start conditions
~ ESP
freight that can not be delivered for whatever reason is returned to delivery
depot. Complete the ESP supplementary steps below prior to next delivery attempt or return to origin. Responsibility Step 1 2 3 4 Driver, Dispatcher, Operations Supervisor
Action Communicate reason for unsuccessful-delivery to Dispatcher immediately after delivery attempt. (Driver) Hand-over goods during debrief to Supervisor with detailed reason for non-delivery. (Driver) Check returned goods physically. (Supervisor) Place the undeliverable shipment(s) in the secure holding area: a security cage with controlled access a controlled area out of the normal traffic flow with full CCTV coverage. (Supervisor) Scan consignments with the HW status code and add remarks on location, e.g. "seccage." (Supervisor) Scan the consignment additionally with the appropriate negative status code for non-delivery reason. (nominated person)
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5 6
7 8 9 10
Repeat both scans daily for as long as the consignment remains at location. (Nominated person) Report inability to deliver to the ESCC and the origin depot and ensure that track and trace has been updated with relevant status codes and remarks. ( Supervisor) Await new disposition instructions (if required) from origin. Upon receipt of instructions (if required): re-attempt delivery following the steps in paragraph 5.6 return to origin in accordance with paragraph 6.3.
6.3 Returns to Origin Due to Non-delivery

Start conditions
~ ESP
freight in the delivery depot must be returned to the shipping origin.
Complete the following ESP-supplementary steps prior to freight departure from the depot. Responsibility Step 1 2 3 4 5 6 7 8 9 10 11 Action Receive order from origin depot or ESCC to return consignment. Process Service Recovery update on original consignment number. Create a new consignment note for the returned shipment. Enter option code ESP. Cross reference the original consignment number in the remarks of the new consignment in track and trace. Remove goods from secure storage under supervision. Update original consignment number with the RO status code and note the new consignment number and reason/authorisation for return in the remarks section. Remove the original consignment note and larose label from the packaging and replace with new. Consolidate loose cartons onto a pallet if there are more than five. Replace damaged ESP label(s) if necessary. Follow standard check in procedures Ensure that each piece of ESP freight undergoes the standard revenue protection and check that the actual weight and dimensions per consignment are available in the system. THIS IS REQUIRED, NOT OPTIONAL. Place ESP consignments that will not be loaded onward within the next two hours into a security cage or under CCTV coverage. See paragraph 6. 1 for instructions for consignments that must be held in excess of eight hours. Supervise standard scanning and loading of outbound ESP goods to the next transit destination. Load ESP freight always at the rear of vehicle used for ease and speed of identification at the next location. Complete the "Pre-alert Form" in Appendix F and forward to the next TNT location. Customer Service, Operations Supervisor, Warehouse ESP Nominee
12 13 14
15
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6.4 Returns Collected from a Delivery Address

Start conditions
~ Customer
wants a collection for return of a previously delivered ESP shipment. ~ Request has been initiated within TNT by the REVENUE gaining depot or the major account desk responsible for the ESP customer or was forwarded to one of them by the collecting depot after a direct customer contact. Complete the following ESP-supplementary steps.
Responsibility
Revenue-gaining Depot Customer Service, Driver, Operations Supervisor, Warehouse ESP Nominee
1 2 3 4 5 6 7 8 9 10
Arrange collection in accordance with standard procedures. This is now a new ESP shipment. Ensure that all information and paperwork required by the original shipper for returns is available either before the collection or at the time of collection. Follow Unknown Shipper Procedures. Collect consignment IF properly packed for transport. Collect paperwork, which must accompany consignment. Return to depot in accordance with standard procedures. Supervise offload of ESP goods and if possible, into an area controlled by CCTV or at least separate from the normal flow. Scan shipment with SA status code during offloading. Follow standard check in procedures. Ensure that each piece of ESP freight undergoes the standard revenue protection and check that the actual weight and dimensions per consignment are available in the system. THIS IS REQUIRED, NOT OPTIONAL Place ESP consignments that will not be loaded onward within the next two hours into a security cage or under CCTV coverage. See paragraph 6. 1 for instructions for consignments that must be held in excess of eight hours. Supervise standard scanning and loading of outbound ESP goods to the next transit destination. Load ESP freight always at the rear of vehicle used. Complete the "Pre-alert Form" in Appendix F and forward to the next TNT location.
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6.5 Damages
Start conditions
~ Any
TNT location notices damage to an ESP consignment.
Complete the following ESP-supplementary steps. Responsibility 1 2 3 Operations Supervisor, Warehouse ESP Nominee
Comply with standard TNT procedures with respect to damage status code scanning and track and trace updates. Comply with any standard customer-specific procedures with respect to reporting. For all damaged ESP consignments: Photograph damage. Store every picture of a damaged consignment in the Damages and Unidentified Consignment database (DUC). Repair damaged packaging where possible using special "ESP" tape. (Use normal tape at locations without ESP nominees). Note on the tape the depot code, date and initials of the ESP nominee who did the repairs: i.e. VIE/08 1104/MB Photograph damaged area(s) after repair. Prepare email report of damage and send to the revenue depot customer service or major account desk for communication with customer. Send copy to the ESCC. Report to include: type of damage reason for damage, if known photographs of damage taken before and after repair type of repair undertaken if goods forwarded onward if unable to forward, request for disposition instructions
Check weigh and inform the ESCC of the weight of any consignment which is damaged to such an extent that loss or theft of contents could have occurred.
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6.6 Dedicated, non-Network Movements

Start conditions
~ ESP ~
customer requires a dedicated movement to the final destination. There is a hard-sided vehicle of sufficient size available.
Complete the following supplementary ESP steps prior to freight departure from the customer's or another location. Responsibility Step 1 2 Special Services, TNT Implant or Customer when no implant assigned
5 6
Action Arrange movement through local Special Services. Consult with client and request written confirmation whether they require GPS tracking on vehicle and confirmation of acceptance of additional charges. Enter OF status with remarks, "Shipped via Special Services" before loading. Seal the vehicle in accordance with standard procedures. Register the seal number, print name and sign on the Security Control Sheet (SCS)/Driver Transport Order (DTO) or CMR. Ensure driver is provided a locally approved copy of the "Drivers' Golden Rules" in Appendix G in a language he can read
Ensure driver knows that in the event his load is inspected by a government agency, that he must note the number of the new security seal on the SCS/DTO form and have the inspector print his name and either stamp or sign the entry. Complete the "Pre-alert Form" in Appendix F and forward to the next TNT location or if direct to consignee, the TNT depot serving the consignee. Copy the ESCC.
10
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7 Appendices
7.1 Appendix A - Approved ESP Customer List
An Updated list is available on Express Net - Global/Knowledge Centre/Procedures/Security/Enhanced Security Programme.
7.2 Appendix B - Approved ESP Country List

An Updated list is available on Express Net - Global/Knowledge Centre/Procedures/Security/Enhanced Security Programme.
7.3 Appendix C - Documentation

The following documents contain standard policy, processes or procedures that are also applicable to the Enhanced Security Program (ESP). They may have to be reviewed for possible inclusion or mention of the supplementary actions performed during ESP handling at their next revision. Eventually, supplementary actions should become standard actions. Customer Service On-Line Booking User Guide, version 2.0, January 2003 Cross Border Booking Policy, July 2004 Quick Reference Guide, "The Consignment note Completion option in On-Line Booking", May 2003 Presentation, "Consignment Note Completion, Enhancement to On-Line Booking," May 2003 Quick Reference Guide, Changes to On-Line Booking System, May 2003 Commercial Commercial Policy, version 4.1, June 2003 Sales NAD Manual, Sections 1-8, version 1.0, July 1997 Legal TNT Express Terms and Conditions of Carriage, Long Form, January 2004 Operations TNT Awkward Freight Policy, May 2006 TNT Awkward Freight Procedures, May 2006 TNT Undeliverable Consignment Policy, May 2006 TNT Undeliverable Consignment Procedure, May 2006 TNT Damaged and Unidentified Consignment Database User Guide, November 2004 Unknown Shipper Policy, August 2003 Unknown Shipper Procedures, August 2003 Training MAX: Generic Products and Service Overview, version 4.0, June 2004 Special Services Instructions for Subcontractors in Transportation of High Value Goods
TNT Express - EHO Approved by: Martin Flanagan Page 22 of 26 Version 4.0 Issue date: August 2006
7.4 Appendix D - ESP Approval Application Form
ESP Customer Application

Account manager Origin country Origin depot Customer service contact Customer Details Existing client Account number(s) Customer yearly spend Ebit % Customer name Address City postcode Country Implants on site Direct to hub or depot, if hub which one? Traffic profile Product range Value of product Average weight per consignment Air Average weight per consignment Road Average pieces per consignment Air Average pieces per consignment Road Destination countries (complete attached form) Fixed customer base (complete attached form) Y/N % Air % Roa Y/N Y/N
Resellers Major retail outlets Private addresses Additional Information How the customer is currently insured? What is the customers existing claims history? What is the customer's current loss ratio? Per consignment Per product Is client willing to allow TNT to conduct a risk assessment on: their facility? Y/N Y/N
Page 23 of 26
7.5 Appendix E - ESP Stickers en tape

The following stickers and tape are available and can be ordered with the Global Purchase Centre: 11-455: ESP Sticker large and 11-450: ESP Sticker small:
73-185: TNT ESP Tape:
Page 24 of 26
7.6 Appendix F - Example Pre-alert Format
Pre-alert
Consignment number. 123456789 Total pallets 1 Total cartons 4 Total weight 260 Destinatio n depot DTM Destination country DE Product code 48n Cage number CT12 3
Trailer Number: J123 Location of Goods: Rear door, headboard Seal Number: 12345 ETA: 2030 hrs
Page 25 of 26
7.7 Appendix G - Security Awareness for Drivers "The Golden Rules"
Driver Security Procedures (Example use locally approved version)

Please tick relevant sections
I am aware that I MUST not discuss the contents of the load with any un-authorised personnel. I am aware that I MUST not carry un-authorised passengers. I am aware that I MUST keep all doors locked on the vehicle, even when driving.
I am aware that I MUST not leave the vehicle unattended and only park in TNT or other approved secure locations. I am aware that I MUST report to the address on the delivery note and refuse any unsolicited offers of assistance from unknown person/s with caution. (Beware of conmen / tricksters at the delivery address purporting to be the customer) Treat signals from other drivers that something is wrong with your vehicle with extreme caution. (Criminal gangs trying to get you to stop) I have been issued with a copy of the vulnerable load card and will display it to the Police or Customs officers if stop. (Follow the Vulnerable Load Guidelines). I have been told to keep in regular contact with base, line-haul desk and or ESCC. I must report any suspicious vehicles or incidents at the time to the Police or TNT Security Control Centre (Contact telephone numbers on Vulnerable Load Card notice). I am aware that no unauthorised stops are to be made without first informing your control with the reason for the stop. I am aware that if I am signalled to stop by the Police I MUST telephone my control immediately and leave the line open/connected until the incident is complete and or the Police are found to be genuine.
* * * * * *
Declaration: The above security requirements have been given to me and I confirm that I will strictly comply wit them. Driver One Driver Two

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Enhanced Security Program Procedure

TNT Express Enhanced Security Program Procedure

TNT Express - EHO

Enhanced Security Program Procedure

About This Document Scope Overview Effective Date

ESP Customer Approval

Enhanced Security Program Supplemental Procedures

Version 4.0 Issue date: August 2006

Enhanced Security Program Procedure

Enhanced Security Program Exception Handling Procedures

TNT Express - EHO Approved by: Martin Flanagan

Version 4.0 Issue date: August 2006

Enhanced Security Program Procedure Group Director Express Operations

Enhanced Security Program Procedure

Enhanced Security Program Procedure

Enhanced Security Program Procedure

Enhanced Security Program Procedure

Version 4.0 Issue date: August 2006 Group

Enhanced Security Program Procedure

2.2 Consignment Criteria

TNT Express - EHO

Enhanced Security Program Procedure

2.3 Terms of Payment and Products

2.5 Approved ESP Customer List

TNT Express - EHO

Enhanced Security Program Procedure

Activity Update customer CIT systems

3.3 Express Operations

3.4 Finance and Administration

3.5 Global Account Management

Version 4.0 Issue date: August 2006

Enhanced Security Program Procedure

3.6 Legal and Insurance

3.7 Network Operations

Product Management and Development

Activity Integrate ESP procedures into standard documentation

Version 4.0 Issue date: August 2006

Enhanced Security Program Procedure

4 ESP Customer Approval

4.2 GAM Operations Responsibilities

Enhanced Security Program Procedure

5 Enhanced Security Program Supplemental Procedures

5.1 Handling ESP Freight at the Customer's Premises

freight can only be collected from approved customers.

5.2 Handling ESP Freight at the Origin Depot

pre-alert received from customer premises.

Off-load supervision in place. Scanners set up.

Version 4.0 Issue date: August 2006

Enhanced Security Program Procedure

Email updated pre-alert(s) to next transit location(s)

5.3 Handling ESP Freight at Transit Location (Road Hub)

pre-alerts received from TNT locations.

Off-load supervision in place. Scanners set up.

Version 4.0 Issue date: August 2006

Enhanced Security Program Procedure

Email updated pre-alert(s) to next transit location(s)

TNT Express - EHO Approved by: Martin Flanagan

Version 4.0 Issue date: August 2006

Enhanced Security Program Procedure Group Director Express Operations

Enhanced Security Program Procedure

5.4 Handling ESP Freight at Transit Location (Air Hub)

pre-alerts received from TNT locations.

Off-load supervision in place. Scanners set up.

Version 4.0 Issue date: August 2006