2009PROFIL PREDUZE]A

COMPANY PROFILE

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SADR@AJ / CONTENTS

1. UVODNA RE^ GENERALNOG DIREKTORA / CEO’S FOREWORD 5

2. VIZIJA I MISIJA, CIQEVI I STRATEGIJE / VISION AND MISSION, GOALS AND STRATEGIES 8

3. PODACI O PREDUZE]U / ABOUT THE COMPANY 12

3.1. Istorijski razvoj po{tanskog saobra}aja / History of Postal Communications 12

3.2. Organizaciona struktura / Organisational Structure 15

3.3. Vlasni~ka struktura, akcijski kapital i statutarni organi / Ownership Structure, Equity and Statutory Bodies 18

4. USLUGE PREDUZE]A / COMPANY SERVICES 20

4.1. Vrste usluga / Types of Services 20

4.2. Obim i struktura usluga / Service Volume and Structure 35

5. PO[TANSKI KAPACITETI I PO[TANSKA MRE@A / POSTAL CAPACITIES AND POSTAL NETWORK 40

6. KVALITET PO[TANSKOG SAOBRA]AJA / QUALITY OF POSTAL TRAFFIC 52

7. REALIZACIJA POSLOVNIH AKTIVNOSTI / REALISATION OF BUSINESS ACTIVITIES 60

8. REALIZACIJA STRATE[KIH CIQEVA / REALISATION OF STRATEGIC OBJECTIVES 64

9. MARKETING STRATEGIJA I AKTIVNOSTI / MARKETING STRATEGY AND ACTIVITIES 68

10. KADROVI / HUMAN RESOURCES 72

10.1. Ukupna zaposlenost i struktura zaposlenih / Total Number and Structure of Employees 72

10.2. Obrazovawe zaposlenih / Education of Employees 76

10.3. Socijalna za{tita zaposlenih / Social Security of Employees 77

11. FINANSIJSKO POSLOVAWE / FINANCIAL OPERATIONS 80

11.1. Rezultati poslovawa / Business Performance Results 80

11.1.1. Prihodi / Income 84

11.1.2. Rashodi / Expenditures 89

11.2. Finansijski polo`aj / Financial Position 94

11.2.1. Aktiva / Assets 97

11.2.2. Pasiva / Liabilities 99

11.3. Nov~ani tokovi / Cash Flow 101

11.4. Investicije / Investments 104

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1. CEO'S FOREWORD

The Public Enterprise of PTT Communications "Srbija" is the biggest,the oldest and the most accessible public service in the country. For169 years already, the Post represents much more than a traffic sys-tem — it is not only an organised transfer of written communication andgoods, but it is a civilisation product, deeply rooted in all aspects ofour lives.

On the market of postal services we successfully perform our mission,providing accessibility to a universal service everywhere, for every-body and under the equal conditions. Our system is an irreplaceable

partner to the people and economy in terms ofcash flow and other financial transactions. Also,the Post is an agent in the field of mediationservices, with an intention to become a multi-service and a safe bridge between producersand consumers.

Into the new business year full of challenges,we stepped with new energy, focusing all ourforces, capacities and knowledge on the essen-tial goal — towards profit, new operations,process automation and development of thepostal industry. Our perspective is to spread andadapt our activities, to create Post which is morecontemporary and more compatible with the mar-ket by realising the needs of the broadest com-munity. We also want to offer somethingdifferent, newer, and simpler in connections andunderstanding between people, business sys-

tems, institutions and state institutions.

A letter and a parcel are corporate identifications of the first and basicservice, but with application of contemporary information technologiesin the right way, we can significantly revitalise and refine them, withgoal to become a pleasurable startup service in all business and per-sonal plans.

In the times of globally unstable economic conditions, strategic chal-lenges for the Post of Serbia are, above all, investment into the fu-ture of the Company, technological modernisation of the traffic,infrastructural and sorting capacities, and improvement of the educa-tional structure of employees. All this should secure the position of PTTas regional leader on the postal services market.

In the previous year we accomplished almost 98 percents planned ac-tivities, regardless the times burdened with transition and economic cri-sis, and in 2010 we hope to realise our business plan to the fullestand to have one more successful year, which will be in the sign of aturning point and progress.

Goran ]iri}, M.Sc.

1. UVODNA RE^ GENERALNOG DIREKTORA

Javno preduze}e PTT saobra}aja „Srbija” je najve}i, najstariji i najpristupa~niji javni servis u zemqi. Po{ta ve} 169 godina pred-stavqa mnogo vi{e od saobra}ajnog sistema – ona nije samo orga-nizovani javni prenos pisanih saop{tewa i robe, ve} jecivilizacijska tvorevina duboko ukorewena u sve aspekte na{ih`ivota.

Na tr`i{tu po{tanskih usluga sa uspehom obavqamo svoju misiju,obezbe|uju}i svuda, za sve i pod jednakim uslovima, dostupnost uni-verzalne usluge. Na{ sistem je nezamenqivi partner gra|anstvu iprivredi u tokovima novca i drugih finansi-jskih transakcija. Tako|e, Po{ta je medijatori na poqu usluga posredni~kog tipa, s nameromda preraste u multiservis i postane siguranmost izme|u proizvo|a~a i potro{a~a.

U poslovnu godinu punu izazova, zakora~ilismo s novom energijom, usmeriv{i sve svojesnage, kapacitete i znawe ka su{tinskom ciqu– ka profitu, novim poslovima, automati-zaciji procesa i razvoju po{tanske industrije.Na{a perspektiva je da pro{irujemo i pri-lago|avamo svoju delatnost, da stvaramosavremeniju i tr`i{tu primereniju Po{tu,uo~avaju}i potrebe naj{ire zajednice, kao i daponudimo ne{to druga~ije, novije, jedno-stavnije u vezama i razumevawu izme|u qudi,poslovnih sistema, institucija i dr`avnih organa.

Pismo i paket jesu korporacijska identifikacija, prve i osnovneusluge, ali ih, primenom savremenih informacionih tehnologija napravi na~in, mo`emo zna~ajno revitalizovati i oplemeniti, sciqem da postanemo servis od koga }e se sa zadovoqstvom polaziti u svim poslovnim i li~nim planovima.

U vremenima globalno nestabilnih ekonomskih uslova, strate{kiizazovi poslovawa za Po{tu Srbije su, pre svega, ulagawe ubudu}nost kompanije, tehnolo{ko osavremewivawe saobra}ajnih, in-frastrukturnih i preradnih kapaciteta, poboq{awe obrazovnestrukture zaposlenih, {to PTT-u treba da obezbedi poziciju re-gionalnog lidera na tr`i{tu po{tanskih usluga.

U minuloj godini ispunili smo skoro 98 odsto planiranog, bezobzira na vreme obremeweno tranzicijom i ekonomskom krizom, au 2010. se nadamo potpunom ostvarewu poslovnog plana i jo{ jed-noj uspe{noj godini, koja }e biti u znaku prekretnice i napretka.

Goran ]iri}, dipl. in`.

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2. VIZIJA I MISIJA, CIQEVI I STRATEGIJE

Vizija — odr`ati poziciju nacionalnog lidera na tr`i{tupo{tanskih usluga, vr{iti kontinuirani razvoj usluga nove generacije i ostvariti dominantno u~e{}e na nacionalnomtr`i{tu nov~anih usluga.

Misija — pru`ati univerzalnu po{tansku uslugu, nov~ane usluge,sprovoditi konstantan razvoj elektronskih servisa, {iritimre`u prodajnih kapaciteta uz pove}awe profitabilnosti.

2. VISION AND MISSION, GOALS AND STRATEGIES

Vision — maintaining the position of national leader on the postal serv-ices market, perform continuous development of the new generationservices, and realise dominant participation in the national financialservice market.

Mission — provision of universal postal service, financial services, re-alisation of constant development of electronic services, expansion ofsales capacities network, along with increase in profitability.

Ciqevi / Goals Strategije / Strategies

1Restructuring and corporatisation • Redefining and reorganisation of the core activity along with the

business transformation of the supporting activity

• Enterprise corporatisation

• Redefinisawe i reorganizacija osnovne delatnosti uz poslovnu transformaciju delatnosti podr{ke

• Korporatizacija preduze}a

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• Intenzivan investicioni razvoj bazi~ne delatnosti

• Realizacija projekta automatizacije i modernizacije postoje}ih resursa

• Realizacija projekta pove}awa bezbednosti i sigurnostipostoje}ih resursa

• Rapid core activity investments and development

• Realisation of automation and modernisation project of theexisting resources

• Realisation of safety and security increase project for theexisting resources

Restrukturirawe i korporatizacija

• • • • •

Development of core activity

Razvoj osnovne delatnosti

• • • • •

• • • • •

• • • • •

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• Izgradwa integralnog informacionog sistema Preduze}a

• Realizacija projekta Post-TIS – novi tehnolo{ko-informa-cioni sistem Po{te Srbije

• Optimizacija resursa

• Implementation of the Company’s integrated information system

• Realisation of the Post-TIS — new technological-informationsystem of the Post of Serbia

• Optimisation of resources

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• Inovirawe standarda kvaliteta

• Unapre|ivawe procesa prerade i prenosa po{iqaka

• Unapre|ivawe procesa prijema po{iqaka

• Unapre|ivawe procesa dostave po{iqaka

• Prilago|avawe zahtevima katalo{ke prodaje i e-trgovine

• Standardizacija poslovnih procesa i kori{}ewe savremenihICT tehnologija

• Quality standard innovation

• Improving items sorting and transfer processes

• Improving the process of items collection

• Improving the process of items delivery

• Adapting to catalogue sale and e-commerce requirements

• Standardisation of business processes and use of modern ICTtechnologies

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• Odr`awe tr`i{nog potencijala

• Tarifna politika

• Plasman novih usluga

• Unapre|ivawe sistema pru`awa usluga u JPM

• Maintaining market potential

• Tariff policy

• Marketing of new services

• Improvement of service provision system in Postal Network Units(PNU)

Internal efficiency increase

Pove}awe interne efikasnosti

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Basic services quality improvement

Unapre|ivawe kvaliteta

osnovnih servisa

• • • • •

Increase of profitability

Pove}awe

profitabilnosti

• • • • • • • • • •

• • • • •

• • • • •

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• Management development

• Personnel development

• Razvoj menaxmenta

• Razvoj zaposlenih

• Closing of international agreements with authorised European PPSsaimed at realisation of joint sevices and services development

• Zakqu~ivawe me|unarodnih ugovora sa ovla{}enim JPOEvrope u ciqu realizacije zajedni~kih usluga i razvojaservisa

8• Marketing research development

• Market segmentation

• Razvoj marketin{kih istra`ivawa

• Segmentacija tr`i{ta

Corporate culture development

Razvoj korporativne kulture

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International integrations

Me|unarodne integracije

• • • • •

Marketing development

Razvoj marketinga

• • • • •

• • • • •

• • • • •

• • • • •

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3. PODACI O PREDUZE]U

3.1. Istorijski razvoj po{tanskog saobra}aja

Razvoj po{tanskog (glasni~kog, kurirskog) saobra}aja po~iwe od1811. godine kada se uspostavqaju prve menzulane za prenos us-menih i pisanih saop{tewa.

Na po~etku 1811. godine izvr{ena je nova podela zemqe, i tadasu srpskim vojvodama izdavane diplome, gde stoji da oni mogu dapodi`u menzulane u svojim nahijama.

Srpska menzulska slu`ba na mnogo boqi na~in po~ela je da serazvija od 1820. godine. Na ~elu te slu`be stajao je “tatar-aga”,kome su bili pot~iweni “tatari”.

Hati{erifom od 29. avgusta 1830. godine, Srbija je, izme|u os-talog, dobila od Turske ovla{}ewe da organizuje po{tanskuslu`bu za svoje potrebe: “ako bi re~eni narod za nu`no sma-trao radi opravqawu sopstveni svoji dela pismonosnupo{tu ustanoviti, to mu se ne}e nikakve prepone polagatiod strane Visoke Porte...”.

Posle progla{ewa Ustava Kwa`evstva Srbije, 3. februara 1835.godine, knez Milo{ izdao je Ukaz: “zavesti i urediti po{te iupravqati wima...”. U tom ciqu on je postavio Jakova Jak{i}aza prvog nadzirateqa svih srpskih menzulana i po{tanskih stanica.

U pismu Pope~iteqstva unutra{wih dela od 25. maja 1840. go-dine izve{tavaju se strani konzulati u Beogradu: “znawa radi,da je ovde u Beogradu po{ta ustrojena...”.

Od prve po{te u Beogradu i Kragujevcu pa sve do danas pro{loje punih 169 godina kako se obavqa javni po{tanski saobra}aj uzuvo|ewe savremenih tehnologija i konstantan razvoj usluga kojeu potpunosti odgovaraju zahtevima korisnika.

3. ABOUT THE COMPANY

3.1. History of Postal Communications

The development of postal (courier) communication began in 1811,when first "menzulans", dedicated to transmit oral and written mes-sages, were established.

At the beginning of 1811, the new allocation of land was carried out,during which Serbian dukes were issued special diplomas stipulatingthat they were authorised to build menzulans in their estates.

As of 1820, Serbian "menzulan" service began to flourish. At the headof the service was "Tatar-Aga", superior by rank to ordinary "tatars".

By Sultan's Edict of August 29, 1830, Serbia, among other, was em-powered to organise postal service for its own needs: "if the saidpeople considered it necessary to establish a letter-post servicefor its own business sake, the Government would not put any obstacles to such enterprise...".

After the proclamation of the Constitution of Principality of Serbia, onFebruary 3, 1835, Prince Milo{ issued an edict: "to establish and or-ganise post offices and administer them...". To that end, he ap-pointed Jakov Jak{i} as chief supervisor of all Serbian menzulans andpostal stations.

In the letter of the Ministry of Internal Affairs, dated May 25, 1840, for-eign consulates are advised: "that here, in Belgrade, the Post wasestablished...".

It has been 169 years from the first post offices in Belgrade andKragujevac to our days, since the public postal communications havebeen maintained, reinforced by introduction of modern technologiesand uninterrupted development of services that fully correspond to thecustomers' requests.

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Important dates:

• 1840 (May 25/June 7) Launch of public postal communications

• 1841 (August 1) Opening of Austrian consular post office

• 1843 (October 15) "Establishment of Postal System" was an-nounced, the first legal act in the matter. Postal System representedan overall postal organisation with the task of connecting all Serbiantowns in one postal network

• 1850 Introduction of first postal uniforms in blue colour, with lightgreen details

• 1863 First postal mailboxes were installed in Belgrade

• 1866 (October 31) Law on Postal Stamps was passed

• 1866 (May 4) Established carriage communication, by trolly, desti-nation Belgrade — Aleksinac

• 1874 (October 9) Universal Postal Union was founded. Serbia wasone of the 22 countries founders of the UPU

• 1883 Opening of first municipal post offices, connected with statepost offices

• 1884 (September 3) Inauguration of the first railway on destinationBelgrade — Ni{, which was also the beginning of the railroad trans-port of postal items

• 1889 The first number of PTT Gazette appeared

• 1918 (December 7) The Ministry of Posts and Telegraphs was es-tablished

• 1919 (April 1) Post and Telegraph Directorate in Belgrade wasformed

• 1921 Pursuant to the Law on postal, savings, cheque and remittancetransfer, the Postal Savings Bank was founded, as an independentstate institution, under the supervision of the PTT Ministry

• 1923 (October 1) First Postal Savings Bank's counters were opened

• 1926 The Rule Book on Contracted post offices was enacted

• 1945 (March 7) Due to formation of an interim government of theDFY, the Ministry of Posts was re-established

• 1946 (January 31) The new Constitution was proclaimed, accordingto which posts, telegraphs and telephones were placed under the re-sponsibility of the highest federal authorities

Zna~ajni datumi:

• 1840. (25. maj/7. jun) po~eo javni po{tanski saobra}aj

• 1841. (1. avgust) otvorena je austrijska konzularna po{ta

• 1843. (15. oktobar) obnarodovano je “Ustrojenije po{tanskogzavedenija”, prvi zakonodavni akt. Pod po{tanskim zavedeni-jem podrazumevala se ~itava po{tanska organizacija ~ija jedu`nost bila da se po{tanskom mre`om pove`u sva mesta uSrbiji

• 1850. Uvedene su prve po{tanske uniforme, plave boje saotvorenozelenim okovratnikom i zarukavqem

• 1863. Postavqeni su prvi po{tanski kov~e`i}i u Beogradu

• 1866. (25. januar) donet je Zakon o po{tama

• 1866. (31. oktobar) donet ja Zakon o po{tanskim markama

• 1866. (4. maj) uveden je kolski saobra}aj, dvokolicama narelaciji Beograd — Aleksinac

• 1874. (9. oktobar) osnovan je Svetski po{tanski savez. Srbijaje bila jedna od 22 zemqe osniva~a

• 1883. Otvorene su prve op{tinske po{te koje su bile u vezisa dr`avnim po{tama

• 1884. (3. septembar) sve~ano je otvorena prva pruga na relacijiBeograd — Ni{, istovremeno je po~eo i prenos po{tanskihpo{iqaka `eleznicom

• 1889. Po~eo je da izlazi PTT Vesnik

• 1918. (7. decembar) uspostavqeno je Ministarstvo po{ta itelegrafa

• 1919. (1. april) formiraju se Direkcije po{ta i telegrafa uBeogradu

• 1921. Zakonom o po{tanskom-{tednom, ~ekovnom i virmanskomprometu osnovana je Po{tanska {tedionica kao samostalnadr`avna ustanova pod kontrolom Ministarstva PTT-a

• 1923. (1. oktobar) otvoreni su prvi {alteri Po{tanske {te-dionice

• 1926. Donet je Pravilnik o ugovornim po{tama

• 1945. (7. mart) obrazovawem privremene Vlade DFJ ponovo jeuspostavqeno Ministarstvo po{ta

• 1946. (31. januar) donet je novi Ustav po kome su po{te, telegrafii telefoni u nadle`nosti najvi{ih saveznih organa

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• 1951 (April 7) By the decree of Presidium of FPRY National Assem-bly, the Ministry of Posts was abolished, and its competences weretransferred to the newly-established Main Postal Directorate

• 1953 (December 28) A decree on the organisation, activities and ad-ministration of Yugoslav posts was made, whereby the Postal Di-rectorate was abolished and the Enterprise of PTT CommunicationsBelgrade was established

• 1960 (December 4) The Law on YPTT was enacted

• 1971 Introduction of IT in PTT

• 1971 Application of postal codes in Yugoslavia

• 1989 (December 28) The Public Enterprise of PTT Communications"Srbija" was founded

• 1989 Introduction of Cable Distribution System in Subotica

• 1995 The first mobile telephony company "Mobtel" started to oper-ate in Belgrade

• 1997 (June 1) "Telekom Srbija" was founded as a joint stock com-pany, putting an end to the common phase of joint postal andtelecommunication development

• 1997 Mobile telephony company "Telekom Srbija" started to operate

• 1997 (May 30) PE of PTT Communications "Srbija" was establishedas a holding company

• 1997 Introduction of Cable Distribution System in Belgrade (estab-lished as a sector in the PTT)

• 1997 Development of Internet access networks was initiated

• 2000 (December 26) New Postal logo and new postal uniforms wereintroduced

• 1951. (7. april) ukazom Prezidijuma Narodne skup{tine FNRJ,ukinuto je Ministarstvo po{ta, a wegovi poslovi su pre{li nanovoosnovanu Glavnu direkciju po{ta

• 1953. (28. decembar) doneta je Uredba o organizaciji, poslo-vawu i upravqawu jugoslovenskim po{tama, kojom je ukinutaDirekcija po{ta i umesto we obrazovano je Preduze}e PTT sao-bra}aja Beograd

• 1960. (4. decembar) donet je Zakon o organizaciji JPTT

• 1971. Uvedene su prvi put informacione tehnologije u PTT-u

• 1971. Uveden je u upotrebu po{tanski broj u Jugoslaviji

• 1989. (28. decembar) osnovano je Javno preduze}e PTT saobra}aja “Srbija”

• 1989. Uveden je Kablovskodistributivni sistem u Subotici

• 1995. Po~ela je sa radom prva mobilna telefonija u Beogradu“Mobtel”

• 1997. (1. jun) osnovano je preduze}e “Telekom Srbija” kaome{ovito akcionarsko dru{tvo ~ime je okon~ana zajedni~kafaza razvoja po{te i telekomunikacija

• 1997. Po~ela je sa radom mobilna telefonija “Telekom Srbija”

• 1997. (30. maj) JP PTT saobra}aja “Srbija” organizovano je kaoholding preduze}e

• 1997. Uveden je Kablovskodistributivni sistem u Beogradu(formiran sektor u PTT-u)

• 1997. Po~eo je razvoj mre`a za pristup Internetu

• 2000. (26. decembar) predstavqen je novi logotip Po{te inove po{tanske uniforme

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• 2002 (June 19) The Post of Serbia Internet site was promoted

• 2002 (September 1) The first subscriber number was introduced in

CDS (To{in bunar)

• 2002 (November 18) Post express service was promoted

• 2003 (May 21) Railroad transport of postal items was abolished

• 2003 (June 11) New postal service CePP (Postal Centre for e-busi-

nesss) was promoted

• 2003 (September 1) The Post of Serbia introduced a new service

— Post-net money order

• 2005 Postal Services Law was passed

• 2008 (December 19) The Post of Serbia issued the first qualified

electronic certificate, whereby the Certification Authority of the Post

became the first official certification authority in Serbia empowered

for issuance of qualified electronic certificates

• 2009 (October 9) a new, user-friendly internet site of the Post of

Serbia www.posta.rs was put into operation.

3.2. Organisational Structure

For performing all operations from the scope of the Company activi-ties, ensuring regular and constant functioning of the PTT communi-cations and of the Enterprise as an integral business and legal subject,the following organisational segments of the Company are defined:Company Management, Divisions, Departments, Working Units ofPostal Traffic, Specialised Working Units and Regions.

• 2002. (19. jun) promovisan je internet-sajt Po{te Srbije

• 2002. (1. septembar) uveden je prvi pretplatni~ki broj uKDS-u (To{in bunar)

• 2002. (18. novembar) promovisan je Post-ekspres

• 2003. (21. maj) ukinut je prenos po{tanskih po{iqaka `elezni-com

• 2003. (11. jun) promovisan je novi po{tanski servis — CePP(Centar za elektronsko poslovawe Po{te)

• 2003. (1. septembar) Po{ta Srbije je uvela novu uslugu — Post-net uputnicu

• 2005. Donet je Zakon o po{tanskim uslugama

• 2008. (19. decembar) Po{ta Srbije je izdala prvi kvalifiko-vani elektronski sertifikat ~ime je Sertifikaciono teloPo{te postalo prvo zvani~no sertifikaciono telo u Srbijikoje izdaje kvalifikovane elektronske sertifikate

• 2009. (9. oktobar) pu{ten je u rad novi, korisni~ki orijenti-san, internet-sajt Po{te Srbije www.posta.rs

3.2. Organizaciona struktura

Za obavqawe svih poslova iz delatnosti Preduze}a, kojima seobezbe|uje uredno i neprekidno odvijawe po{tanskog saobra}ajai funkcionisawe Preduze}a kao jedinstvenog poslovnog ipravnog subjekta utvr|eni su slede}i organizacioni delovi Pre-duze}a: poslovodstvo, direkcije, samostalni sektori, radne je-dinice po{tanskog saobra}aja, specijalizovane radne jedinicei regije.

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Nadzorni odbor / Supervisory Board

Regija I / Region I

RJ “Beograd centar” / WU ”Beograd centar”

RJ “Beogradski venac” / WU ”Beogradski venac”

RJ “Zemun” / WU ”Zemun”

RJ “Vaqevo” / WU “Valjevo”

RJ “[abac” / WU ”[abac”

RJ “Pan~evo” / WU ”Pan~evo”

RJ “Po`arevac” / WU ”Po`arevac” RJ “Pri{tina” / WU ”Pri{tina”

RJ “Smederevo” / WU ”Smederevo”

RJ “Novi Sad” / WU ”Novi Sad”

RJ “Sremska Mitrovica” / WU ”Sremska Mitrovica”

RJ “Zrewanin” / WU ”Zrenjanin”

RJ “Subotica” / WU ”Subotica”

RJ “Sombor” / WU ”Sombor”

RJ “Kikinda” / WU ”Kikinda”

Regija II / Region II

RJ “Kraqevo” / WU ”Kraljevo”

RJ “^a~ak” / WU ”^a~ak”

RJ “U`ice” / WU ”U`ice”

RJ “Kragujevac” / WU ”Kragujevac”

RJ “Jagodina” / WU ”Jagodina”

RJ “Kru{evac” / WU ”Kru{evac”

Regija III / Region III

Direkcija za po{tanskeusluge / Postal Services

Division

Direkcija za po{tanskumre`u / Postal Network

Division

Direkcija za strategiju i razvoj /Strategy & Development Division

Direkcija za informacione tehnologijei telekomunikacije / IT & Telecommunications

Division

Izvr{ni direktor za po{tanski saobra}aj / Executive Director of Postal Traffic

Kabinet generalnog direktora /CEO Office

Samostalni sektor za me|unarodne poslove /International Business Department

Zamenik generalnog direktora /Deputy Director General

Generalni direktor / Director General (CEO)

RJ “Glavni po{tanski centar” Beograd / WU ”Main Postal Centre” Belgrade

Regija I, II, III, IV / Region I, II, III, IV

Radne jedinice po{tanskog saobra}aja / Working Units of Postal Traffic

Upravni odbor / Board of Directors

Organizaciona {ema /

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Nivo direkcije Preduze}a /Level of the Company’s Divisions

Nivo regija / Level of Regions

Nivo radnih jedinica / Working Units Level

RJ “Auto servis” / WU ”Auto Service”

RJ “Odr`avawe” / WU ”Maintenance”

RJ za izdava~ku delatnost / WU of Publishing Industry

RJ “Ni{” / WU ”Ni{”

RJ “Zaje~ar” / WU ”Zaje~ar”

RJ “Bor” / WU ”Bor”

RJ “Prokupqe” / WU ”Prokuplje”

RJ “Vrawe” / WU ”Vranje”

RJ “Leskovac” / WU ”Leskovac”

RJ “Pirot” / WU ”Pirot”

Regija IV / Region IV RJ KDS / WU CDS

RJ CePP / WU CEPP

RJ “PTT Net” / WU ”PTT Net”

Regionalni sektori za ITT – Ni{, Novi Sad, Kragujevac /Regional IT & Telecommunications Sectors Ni{, Novi Sad, Kragujevac

Direkcija za ekonomskeposlove / Economic Affairs

Division

Direkcija za logistiku /Logistics Division

Direkcija za pravne poslove /Legal Affairs Division

Direkcija za kadrove /Human Resources Division

Samostalni sektor za internu reviziju /Internal Audit Department

Samostalni sektor za upravqawe rizikom /Risk Management Department Samostalni sektor za korporativni marketing

i velike korisnike / Corporate Marketing& Key Accounts Department

Organisational scheme

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3.3. Ownership Structure, Equityand Statutory Bodies

Pursuant to the Act on Communication Systems, the Public Enterprise ofthe PTT Communications "Srbija" was established in 1990 as a companyfor performance of PTT activities, with assets in state ownership.

In May 1997, according to the Modifications of and Amendments tothe Act on Communication Systems, the Enterprise was established asa holding company, consisting of the PE of PTT Communications "Srbija" and its subsidiary companies. The Enterprise is the parentcompany in the holding system.

In the same year, the subsidiary company for provision of telecom-munication services — Telecommunication Company "Telekom Srbija"j.s.c. was established.

The Post of Serbia is one of the founders and shareholders in the fol-lowing companies: Telecommunication Company "Telekom Srbija" j.s.c.,"Postal Savings Bank", j.s.c. Belgrade, "Mobtel" p.c. and "Politika" j.s.c.

Statutory bodies

• Board of Directors — managing body of the Enterprise. Nine mem-bers are appointed by the Government of the Republic of Serbia,three of which are appointed among the Enterprise employees.

• Director General (CEO) — the Enterprise executive body. Appointedand dismissed by the Government of the Republic of Serbia, pur-suant to the procedure prescribed by the law.

• Supervisory Board — supervises the Enterprise operations. Five mem-bers are appointed by the Government of the Republic of Serbia, twoof which are appointed among the Enterprise employees.

3.3. Vlasni~ka struktura, akcijski kapitali statutarni organi

Javno preduze}e PTT saobra}aja “Srbija” osnovano je 1990. go-dine Zakonom o sistemima veza kao preduze}e za obavqawe PTTdelatnosti, sa sredstvima za rad u dr`avnoj svojini.

Maja 1997. godine Izmenama i dopunama Zakona o sistemima vezaPreduze}e je organizovano kao holding kompanija, koju ~ine Javnopreduze}e PTT saobra}aja “Srbija” i od wega osnovana zavisnapreduze}a. U holding sistemu, Preduze}e ima polo`aj mati~nogpreduze}a.

Iste godine osnovano je zavisno preduze}e za pru`awe teleko-munikacionih usluga — Preduze}e za telekomunikacije “TelekomSrbija” a. d.

Po{ta Srbije je jedan od osniva~a i vlasnik akcija, odnosnoudela u kompanijama: Preduze}e za telekomunikacije “TelekomSrbija” a. d., “Banka Po{tanska {tedionica” a. d. Beograd, “Mob-tel” p. d. i “Politika” a. d.

Statutarni organi

• Upravni odbor — organ upravqawa Preduze}em, broji devet~lanova koje imenuje Vlada Republike Srbije, od kojih se tri~lana imenuju iz reda zaposlenih u Preduze}u.

• Generalni direktor — obavqa funkciju poslovodnog organaPreduze}a. Generalnog direktora imenuje i razre{ava VladaRepublike Srbije, po zakonom utvr|enom postupku.

• Nadzorni odbor — vr{i nadzor nad poslovawem Preduze}a.Nadzorni odbor ima pet ~lanova koje imenuje Vlada RepublikeSrbije, od kojih se dva ~lana imenuju iz reda zaposlenih uPreduze}u.

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4. COMPANY SERVICES

4.1. Types of Services

The Post of Serbia searches to expand its market interests, above all,by providing core activity services (postal activity), but also through aset of new services designed to fulfil the needs of our end users:

• Letterpost services

• Parcel services

• Financial services

• Express services

• Direct mail

• Paid Reply item

• Customised (personalised) postal stamp

• Postal products

• Advertising services in the Post

• Sale services in the Post

• Printing house services

• Business counter services

• Services of Business service

• Postal freight forwarding services

• Catalogue sale support services

• Mass printing services

• Postal address code services

• Services of geographic information system

• Internet services

• E-business services

• Services of Cable Distribution System.

• Letterpost services — Fast, safe and reliable conveyance of closed

or open items — written communication, goods, printed matter, elec-

tronic communication, to any destination in the country or abroad.

Special services:

• Registered mail

• Insured letter

• COD (Cash-on-delivery) letter

• Mail with return receipt

• Airmail

• Restricted mail

4. USLUGE PREDUZE]A

4.1. Vrste usluga

Po{ta Srbije nalazi mogu}nost za ekspanziju svojih tr`i{nihinteresa, pre svega, u pru`awu usluga u okviru osnovne,po{tanske delatnosti, ali i kroz niz novih servisa kreiranihtako da obezbede zadovoqewe potreba na{ih krajwih korisnika:

• Pismonosne usluge• Paketske usluge• Nov~ane usluge• Ekspres usluge• Direktna po{ta• Po{iqka sa pla}enim odgovorom• Personalizovana po{tanska marka• Po{tanski proizvodi• Usluge ogla{avawa u Po{ti• Usluge prodaje u Po{ti• Usluge {tamparije• Usluge Biznis {altera• Usluge Biznis servisa• Usluge po{tanske {pedicije• Usluge podr{ke katalo{koj prodaji• Usluge masovne {tampe• Usluge po{tanskog adresnog koda• Usluge geografskog informacionog sistema• Usluge Interneta• Usluge elektronskog poslovawa• Usluge Kablovskodistributivnog sistema.

• Pismonosne usluge — Brz, siguran i pouzdan prenoszatvorenih ili otvorenih po{iqaka (pisanih saop{tewa,robe, {tampanih stvari, elektronskih saop{tewa) do bilo kogodredi{ta u zemqi i inostranstvu.

Posebne usluge:

• Preporu~ena po{iqka• Vrednosno pismo• Otkupno pismo• Po{iqka sa povratnicom• Avionska po{iqka• Po{iqka sa li~nim uru~ewem

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Additional services:

• Additional services at sender's request• Additional services at recipient's request.

• Parcel services — Conveyance of closed items (parcels) with de-

clared value and registered receipt number, containing goods and

other objects, in the country and abroad. Transmission time limit in

domestic transport is two days.

Special services:

• COD parcel

• Parcel with return receipt

• Separate parcel

• Restricted parcel

Dopunske usluge:

• Dopunske usluge po zahtevu po{iqaoca• Dopunske usluge po zahtevu primaoca.

• Paketske usluge — Prenos zatvorenih po{iqaka (paketa), saozna~enom vredno{}u i registrovanim brojem prijema, kojesadr`e robu i druge predmete, u zemqi i inostranstvu. Rokprenosa u unutra{wem saobra}aju je do dva dana.

Posebne usluge:

• Otkupni paket• Paket sa povratnicom• Izdvojeni paket• Paket sa li~nim uru~ewem primaocu

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Additional services:

• Additional services at sender's request

• Additional services at recipient's request

• Additional services provided automatically

• Services under specially contracted conditions.

Business parcel — Parcel service of the Post of Serbia in the in-land postal traffic designed for legal entities.

Business parcel is an insured item up to 50,000.00 RSD, and 10-50 kg of weight.

• Special services:

• Separate parcel handling (obligatory for parcels of specific vol-

ume, shape and content)

• Advice of delivery (return information on delivery).

• Financial services — The Post of Serbia offers numerous and di-

versified financial services, both to legal and natural persons:

Money transactions

Dopunske usluge:

• Dopunske usluge po zahtevu po{iqaoca• Dopunske usluge po zahtevu primaoca• Dopunske usluge po slu`benoj du`nosti• Usluge po ugovorenim uslovima.

Biznis paket — Usluga paketskog servisa Po{te Srbijeu unutra{wem po{tanskom saobra}aju koja je namewenapravnim licima.Biznis paket je po{iqka sa ozna~enom vredno{}u do 50.000,00dinara, mase 10-50 kg.

• Posebne usluge:

• Izdvojeno rukovawe paketom (obavezno za paketespecifi~nog volumena, oblika, sadr`aja)

• Povratnica (povratna informacija o uru~ewu).

• Nov~ane usluge — Po{ta Srbije pru`a brojne i raznovrsneusluge iz domena nov~anog poslovawa, kako pravnim tako ifizi~kim licima, i to:

Platni promet

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Money transfer in domestic postal traffic:

• Electronic Post-net money order — money available at post of-

fices immediately after the in-payment

• Postal money order — money transfer in time limits prescribed for

the transmission of postal items.

Collection and sending of money in the international postaltraffic to over 200 countries of the world and on about 400,000 lo-

cations — cooperation of the Post and Western Union.

Bank services:

• Out-payments to current account holders

• In-payments to current accounts

• In-payments of daily receipts.

Automated Teller Machines — network of 50 ATMs offering the

following services:

• Cash out-payments

• Payment of utility bills, mobile phone and Internet vouchers.

Cash express — out-payment of cash at the "Postal Savings Bank"

current account holder's address, by dialling 9809.

Online payment of credit for pre-paid mobile telephone users.

• Express services — The Post of Serbia enables its customers the

fastest and safest transport and delivery of postal items, within the

prescribed and guaranteed time limits, in the country and abroad.

Express services in domestic postal traffic:

For collection, transport and delivery of postal items on the territoryof Serbia, customers have at their disposal the Post express serv-ice. Post express is a "door to door" courier service which enablesthe fastest and safest transport and delivery of postal items to itscustomers.

• Post express services:1. Today instantly — collection and delivery of post express items

is organised via courier service in 66 towns in Serbia, withinfour hours in the Belgrade area, i.e. three hours in other townsin the Republic of Serbia

Prijem i slawe novca u unutra{wem po{tanskom saobra}aju:

• Elektronska Post-net uputnica — novac raspolo`iv u svimpo{tama odmah po uplati

• Po{tanska uputnica — prenos novca u rokovima prenosapo{tanskih po{iqaka.

Prijem i slawe novca u me|unarodnom po{tanskom sao-bra}aju u preko 200 zemaqa sveta na oko 400.000 lokacija —saradwa Po{te i Western Union-a.

Usluge za banke:

• Isplate korisnicima teku}ih ra~una• Uplate na teku}e ra~une• Uplate pazara klijenata banaka.

Bankomati — mre`a od 50 bankomata sa uslugama:

• Isplate gotovine• Pla}awa ra~una i dopune mobilnih telefona i internet-

-vremena.

Ke{ ekspres — isplata gotovine na adresi vlasnika teku}egra~una otvorenog kod “Banke Po{tanske {tedionice” pozivomna broj 9809.

Online uplata dopune kredita pripejd korisnika mobilne telefonije.

• Ekspres usluge — Po{ta Srbije svojim korisnicima omogu}avanajbr`i i najsigurniji prenos i uru~ewe po{iqaka u zemqi i uinostranstvu u propisanim i garantovanim rokovima.

Ekspres usluge u unutra{wem po{tanskom saobra}aju:

Za prijem, prenos i uru~ewe po{iqaka na teritoriji Srbijekorisnicima je na raspolagawu usluga Post-ekspres. Post-ek-spres je kurirski servis “od vrata do vrata” koji korisnicimaomogu}ava najbr`i i najsigurniji prenos i uru~ewe po{iqaka.

• Usluge Post-ekspresa:

1. Danas za odmah — preuzimawe i uru~ewe post-eksprespo{iqaka organizuje se posredstvom kurira u 66 gradova uSrbiji, sa rokom od ~etiri sata na podru~ju Beogradaodnosno od tri sata za ostale gradove u Srbiji

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2. Today for today — collection and delivery of post express items onthe same day at 20.00 hrs at the latest, in 34 towns inSerbia

3. Today for tomorrow — collection of items in 400 postal countersall over Serbia or by a courier in 66 places, and delivery to therecipient's address in over 600 places on the territory of the Re-public of Serbia the following day at 12:00 hrs at the latest.

Express services in the international postal traffic:

• Express Mail Services (EMS) is the highest quality service which

enables the fastest and the safest transport of items to its cus-

tomers in the international postal traffic within the prescribed and

guaranteed time limits.

EMS enables international express traffic with 54 countries of the

world.

Collection of EMS items is performed during all working days ex-

cept Sundays:

a) on postal counters provided for collection of EMS items

b) via courier service in 66 towns.

• PTT-DHL — Public Enterprise of PTT Communications "Srbija" andcompany "DHL International" act together on the world market ofthe express items transport by the PTT-DHL service. PTT-DHL items can be sent from counters of 64 post offices inthe Republic of Serbia.

• Direct mail — Type of a postal item with identical content which

consists of promotional, marketing and advertising messages, and

which the same sender can send to at least 100 recipients. Direct

mail can be addresses and non-addressed.

Means of direct mail are:• Flyer• Promotional sample• Catalogue• Information about product or service.

• Paid Reply item — Service designed for senders, legal entities,

who send their catalogues, brochures, questionnaires, inquiries and

other promotional materials to a huge number of different addresses,

expecting return answers in the form of a letter or postcard.

Postage is paid by the sender, for all replies arrived at the P.O.

Box.

2. Danas za danas — prijem i uru~ewe istog dana do 20 ~asovapost-ekspres po{iqaka u 34 grada u Srbiji

3. Danas za sutra — prijem po{iqaka u 400 mesta {irom Sr-bije ili putem kurira u 66 mesta i uru~ewe na adresi pri-maoca u vi{e od 600 mesta na teritoriji Republike Srbijedo 12 ~asova narednog dana.

Ekspres usluge u me|unarodnom po{tanskom saobra}aju:

• Express Mail Services (EMS) je usluga najvi{eg kvaliteta kojaomogu}ava korisnicima najbr`i i najsigurniji prenospo{iqaka u me|unarodnom po{tanskom saobra}aju upropisanim i garantovanim rokovima.EMS omogu}ava me|unarodni ekspres saobra}aj sa 54 zemqesveta.Prijem EMS po{iqaka vr{i se svim radnim danima osimnedeqe:a) na {alterima po{ta predvi|enim za prijem EMS

po{iqaka b) putem kurirske slu`be u 66 gradova.

• PTT-DHL – Javno preduze}e PTT saobra}aja “Srbija” i kom-panija “DHL International” nastupaju zajedno na svetskomtr`i{tu prenosa ekspresnih po{iqaka uslugom PTT-DHL.PTT-DHL po{iqke se mogu poslati sa {altera 64 po{te uRepublici Srbiji.

• Direktna po{ta — Vrsta po{iqke, identi~nog sadr`aja kojise sastoji od reklamnih, marketin{kih i oglasnih poruka, kojeisti po{iqalac {aqe za najmawe 100 primalaca. Direktnapo{ta mo`e biti adresovana i neadresovana.

Sredstva direktne po{te su:• Letak• Reklamni uzorak• Katalog• Obave{tewe o proizvodu ili usluzi.

• Po{iqka sa pla}enim odgovorom — Usluga namewenapo{iqaocima, pravnim licima, koja {aqu svoje kataloge,bro{ure, upitnike, ankete i drugi reklamni materijal na ve-liki broj razli~itih adresa o~ekuju}i povratne odgovore uformi pisma ili dopisnice. Tro{kove po{tarine pla}a po{iqalac za odgovore prispelena po{tanski pregradak.

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• Customised (personalised) postal stamp — Service which en-

ables the customer (individual or a company) to create its own

postal stamp.Customised postal stamp is identical in quality and the way of pro-duction to regular and special issue stamps except for the motive.Instead of customary motifs, personalised postal stamps can in-clude company logos, photographs of office buildings, commercialads or other image solutions by personal choice of the customer.

Customised postal stamp is an exceptional means of creation andcustomers' increase of awareness concerning the corporate brand.

• Postal products

Letter packaging — envelopes:

• Envelope for general purpose

• Envelope for special purpose

• High-safety envelope

• Deluxe envelope

Parcel packaging:

• Parcel packaging for general purpose • Parcel packaging for special purpose.

• Personalizovana po{tanska marka — Usluga koja omogu}avakorisniku (pojedincu ili firmi) da kreira svoju li~nu marku.

Personalizovana po{tanska marka je po kvalitetu i na~inuizrade identi~na redovnim i prigodnim po{tanskim markamaosim po motivu. Umesto uobi~ajenih motiva na personalizo-vanim po{tanskim markama mogu se na}i logotipi preduze}a,fotografije poslovnih zgrada, reklame ili druga likovnare{ewa po li~nom izboru korisnika.

Personalizovana po{tanska marka je izuzetno sredstvo zakreirawe i uve}awe svesnosti korisnika o korporativnombrendu.

• Po{tanski proizvodi

Pismonosna ambala`a — koverti:

• Koverat op{te namene • Koverat posebne namene• Visokosigurnosni koverat • Luksuzni koverat

Paketska ambala`a:

• Paketska ambala`a op{te namene• Paketska ambala`a posebne namene.

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• Advertising services in the Post — Rental of advertising spaceand posting advertising material in 364 post offices, in more than200 cities and places all over Serbia:

a) at counters

b) in poster frames

c) on self-standing holders.

• Sale services in the Post — Post shop is a unique shop whichoffers various, attractive and quality postal and telecommunicationsproducts, office and school supplies, as well as services.

Post shop products and services: postal stamps, packages, insuredletters and forms, picture postcards and greeting cards, decorativeenvelopes and letters, house mail boxes, numbers and pre-paidvouchers for mobile phones, payphone "hallo", directories and otheroffice supplies, photo-cameras, calculators, computer equipment,various souvenirs, city map, educative and tourist CDs, as well as:virtual vouchers payment services, internet coupons, and photo-copying services.

• Printing house services

PTT printing house offers a complete graphic service including:

• Modern design and graphic preparation performed on modern

PCs and printers

• Printing performed on state-of-the-art rotary, sheet-fed and digi-

tal machines of the renowned world manufacturers: Roland, Hei-

delberg, Drent-Holland

• Final graphic processing

• Expedition, i.e. delivery of the end product to buyers.

PTT printing house designs, manufactures and distributes: books,magazines, brochures, catalogues, publications, calendars, cards,forms and different advertising material.

• Usluge ogla{avawa u Po{ti — Iznajmqivawe oglasnog prostora i izlagawe reklamnog materijala u 364 po{te u vi{eod 200 gradova i mesta {irom Srbije:a) na {alterimab) na plakatnim mestimav) na samostoje}im reklamnim nosa~ima.

• Usluge prodaje u Po{ti — Post-{op je jedinstvena pro-davnica koja nudi raznovrsne, atraktivne i kvalitetnepo{tanske i telekomunikacione proizvode, kancelarijski i{kolski pribor, kao i usluge.Proizvodi i usluge Post-{opa: po{tanske marke, ambala`a,vrednosnice i obrasci, razglednice i ~estitke, ukrasnekoverte i pisma, ku}ne kov~e`i}e, brojeve i dopune za mo-bilne telefone, halo kartice, adresare i drugi kancelari-jski materijal, fotoaparate, kalkulatore, kompjuterskuopremu, razli~ite suvenire, plan grada, edukativne i turisti~ke CD, kao i: usluge uplate virtuelnih vau~era, internet kupona i usluge fotokopirawa.

• Usluge {tamparije

PTT {tamparija nudi kompletnu grafi~ku uslugu koja po-drazumeva:

• Savremeni dizajn i grafi~ku pripremu koja se obavqa na

savremenim ra~unarima i {tampa~ima

• [tampu koja se vr{i na najsavremenijim rotacionim,

taba~nim i digitalnim ma{inama poznatih svetskih

proizvo|a~a: Roland, Heidelberg, Drent-Holland

• Doradu kao posledwu fazu u finalizaciji grafi~kog

proizvoda i

• Ekspediciju, odnosno isporuku gotovog proizvoda do kupca.

PTT {tamparija kreira, izra|uje i distribuira: kwige,~asopise, prospekte, kataloge, publikacije, bro{ure, kalen-dare, vizitkarte, razli~ite obrasce i ostali marketin{kimaterijal.

27

• Business counter services — Business counter is a separate,

specialised counter in the post office which offer services for third

parties based upon the previously closed agreements.

Services:

• E-commerce

• Catalogue sale

• Securities trading

• Services of representation in insurance

• Sale of air-tickets and arrangements

• Tickets sale

• Sale of products according to special contract

• Bank credit granting and other.

• Services of Business service — Logistic support at collection,transport, storing, packing, transfer and delivery of postal items andgoods.

Services:

• Takeover of goods at the designed address (on pallets, in con-

tainers, by means of other loading units, and in scattered form)

• Storage till the dispatch at the customer's request

• Warehouse management

• Order making for every customer

• Commissioning

• Packing at the customer's request

• Personalisation

• Handover at the recipient's address

• Charging of COD amount

• Complaint procedure

• Return logistics

• Exchange of information in both directions.

• Usluge Biznis {altera — Biznis {alter je poseban speci-ja lizovan {alter u po{ti koji pru`a usluge za tre}a lica naosnovu prethodno zakqu~enih ugovora.

Usluge:

• Elektronska trgovina

• Katalo{ka prodaja

• Trgovina hartijama od vrednosti (HOV)

• Usluge zastupawa u osigurawu

• Prodaja avionskih karata i aran`mana

• Prodaja ulaznica

• Prodaja proizvoda po posebnom ugovoru

• Odobravawe bankarskih kredita i dr.

• Usluge Biznis servisa — Logisti~ka podr{ka prilikompreuzimawa, transporta, skladi{tewa, pakovawa, prenosa iuru~ewa po{iqaka i robe.

Usluge:

• Preuzimawe robe/po{iqaka na nazna~enoj adresi (na pale-tama, u kontejnerima, drugim jedinicama pretovara i u ra-sutom stawu)

• Skladi{tewe do otpreme po zahtevu korisnika• Upravqawe zalihama• Formirawe naruxbenice za svakog kupca• Komisionirawe• Pakovawe po zahtevu korisnika• Personalizacija po{iqaka• Uru~ewe na adresi primaoca• Naplata otkupnog iznosa• Reklamacioni postupak• Povratna logistika• Razmena informacija u oba smera.

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• Postal freight forwarding services — Post sped offers servicesof customs procedure realisation with import and export of itemswhich are liable to customs supervision and foreign exchange con-trol.Post sped offers legal entities a possibility to authorise the PublicEnterprise of PTT Communications "Srbija" to perform the customsprocedure on their behalf in front of the customs authorities.

The service is also at the disposal of natural entities in case thecustoms authorities, due to the goods characteristics or quantity, askthem to come personally, i.e. to deliver the necessary documentsfor import or export.

• Catalogue sale support services — Comprise distribution of fly-ers, catalogues delivery, orders transfer, delivery and charge forthe ordered goods.

Services:

• Collection and delivery of catalogues — sale offer• Reception of orders from buyers via paid reply, by telephone or

Internet• Collection, transmission and delivery of goods at the buyer's

home address • Cash-on-delivery charge from the customer and in-payment to the

seller's account• Online data transfer• Return of undelivered articles.

• Mass printing service — Comprises the whole set of servicesbased on a complete integration of informatics and postaltechnology.

Mass printing services are designed for legal entities that have aneed to communicate with a huge number of natural entities througha distribution of written announcements.

Services:• Printing and packing of documents

• Printing of documents

• Enveloping of documents

• Packing of document.

• Usluge po{tanske {pedicije — Post-{ped pru`a uslugesprovo|ewa carinskog postupka pri uvozu i izvozu po{iqakakoje podle`u carinskom nadzoru i deviznoj kontroli.

Pravnim licima Post-{ped nudi mogu}nost da ovlaste Javnopreduze}e PTT saobra}aja “Srbija” da u wihovo ime sprovodicarinski postupak pred carinskim organima.

Usluga je na raspolagawu i fizi~kim licima u slu~aju da ihcarinski organi, zbog specifi~nosti ili koli~ine robe, pozi-vaju da li~no prisustvuju, odnosno dostave potrebna doku-menta za uvoz ili izvoz.

• Usluge podr{ke katalo{koj prodaji — Obuhvataju dis-tribuciju flajera, dostavu kataloga, prenos naruxbenica,dostavu i naplatu naru~ene robe.

Usluge:

• Prijem i dostava kataloga — ponuda za kupovinu• Prijem poruxbina od kupaca putem pla}enog odgovora, tele-

fona ili Interneta• Prijem, prenos i dostava robe na ku}nu adresu kupca• Naplata otkupnog iznosa od korisnika i uplata u korist

ra~una prodavca• Online prenos podataka • Vra}awe neisporu~enih proizvoda.

• Usluge masovne {tampe — Podrazumevaju ~itav set servisabaziranih na potpunoj integrisanosti informati~ke ipo{tanske tehnologije.

Usluge masovne {tampe su namewene pravnim licima kojaimaju potrebu da putem distribucije pisanih saop{tewa ko-municiraju sa velikim brojem fizi~kih lica.

Usluge:• [tampawe i pakovawe dokumenata• [tampawe dokumenata• Kovertirawe dokumenata• Pakovawe dokumenata.

29

• Postal address code services — Postal Address Code (PAC) isa six-digit row which is inscribed next to the name of a town or set-tlement. The territory of Serbia is described by this code, i.e. thedigits row replaced the name of municipality, settlement and thestreet (or a part of the street).

By the use of PAC, items are infallibly directed and delivered to re-cipients in the shortest time possible.

Services:

• Browsing address information using tools provided on a CD (so-

called Browser)

• Customers' address information verification and validation (rec-

onciliation of customers' address data with the Post Address

System)

• Maintenance of address data

• Consulting services — assistance in establishing the customer

address system within the customer's information system

• Allocation of geographic benchmarking coordinates to every home

number in Serbia.

• Services of geographic information system — Geographic In-formation System (GIS) represents an integration of several databases which spatially cover the entire territory of the Republic ofSerbia, and which are necessary for functioning and quality controlof the postal network, as well as for the management of the terri-tory from the aspect of the Post Office as a public postal operator.

Services:

• Delivery of data on spatial position of a house number

• Delivery of data on spatial position of PAC

• Generating of alphanumeric data based on the spatial position

of a house number

• Generating of alphanumeric data based on the spatial position

of PAC.

• Usluge po{tanskog adresnog koda — Po{tanski AdresniKod (PAK) je niz od {est cifara koji se upisuje pored nazivagrada ili naseqenog mesta. Ovim kodom je opisana teritorijaSrbije, odnosno niz cifara je zamenio naziv op{tine, naseqei ulicu (ili deo ulice).

Kori{}ewem PAK-a po{iqke se nepogre{ivo usmeravaju iuru~uju primaocima u najkra}em roku.

Usluge:

• Pretra`ivawe adresnih podataka kori{}ewem programakoji se isporu~uje na CD-u (tzv. Pretra`iva~)

• Verifikacija i validacija adresnih podataka korisnika (usagla{avawe adresnih podataka korisnika sa Adresnimsistemom Po{te)

• Odr`avawe adresnih podataka• Konsultantske usluge — pomo} u izgradwi adresnog sistema

korisnika u okviru korisnikovog informacionog sistema• Dostavqawe georeferentnih koordinata za svaki ku}ni

broj u Srbiji.

• Usluge geografskog informacionog sistema — Geograf-ski Informacioni Sistem (GIS) predstavqa integraciju vi{ebaza podataka koji prostorno pokrivaju celokupnu teritorijuRepublike Srbije i koji su neophodni za funkcionisawe ikontrolu kvaliteta po{tanske mre`e, kao i upravqawe ter-itorijom sa aspekta Po{te kao javnog po{tanskog operatera.

Usluge:

• Isporuka podataka o prostornom polo`aju ku}nog broja• Isporuka podataka o prostornom polo`aju PAK-a• Generisawe alfanumeri~og podatka na osnovu prostornog

polo`aja ku}nog broja• Generisawe alfanumeri~og podatka na osnovu prostornog

polo`aja PAK-a.

30

• Internet services

PTT Net is one of the biggest and most important systems whichapply the most contemporary internet solutions by using the mostmodern and highest quality computer and communication equip-ment with the most reliable software solutions.

Capacities:

• Direct Internet access in Belgrade, Ni{, Kragujevac and Novi

Sad, with an overall throughput of 2 Gb/s

• Access points in 26 towns with more than 3,500 inbound lines

and 480 inbound SMIN lines

• Technical support 7 days a week

• Over 3,800 cable Internet users

• Over 6,000 ADSL users

• Reliable system for monitoring, network management and users

operation control

Services:

• Profi and Profi extra — Internet connection for legal entities

• Banner — Internet advertisement in PTT Net presentation

(www.ptt.rs)

• Profi mail — e-mail services for legal entities

• Registration of .rs domain for companies and natural persons

• Profi server — user server's permanent Internet access

• Profi Web — company presentation on PTT Net servers

Access:

• Profi plus — permanent user Internet connection

• Profi ISDN — uninterrupted user connection with permanent ISDN

• VPDN — Dial-up virtual private network

• VPN — Virtual private networks

• Cable Internet — via cable CDS infrastructure

• ADSL — Internet access up to 8 Mb/s. FLAT tariff — without

transferred data limit.

• Usluge Interneta

PTT Net je jedan od najve}ih i najva`nijih poslovnih sistemakoji primewuje najsavremenija internet-re{ewa koriste}i najmoderniju i najkvalitetniju ra~unarsku i komunikacionuopremu sa najpouzdanijim softverskim re{ewima.

Kapaciteti:

• Direktan pristup Internetu u Beogradu, Ni{u, Kragujevcui Novom Sadu, sa ukupnim protokom od 2 Gb/s

• Pristupne ta~ke u 26 gradova sa vi{e od 3.500 ulaznih li-nija i 480 SMIN ulaznih linija

• Tehni~ka podr{ka 7 dana u nedeqi• Preko 3.800 korisnika kablovskog interneta• Preko 6.000 ADSL korisnika• Pouzdan sistem za nadzor i upravqawe mre`om i kontrolu

rada korisnika

Usluge:

• Profi i Profi ekstra — povezivawe pravnih lica na Internet

• Banner — reklama na internet-prezentaciji PTT Neta(www.ptt.rs)

• Profi mail — e-mail usluge za pravna lica• Registracija .rs domena za firme i fizi~ka lica• Profi server — stalni pristup klijentovog servera In-

ternetu• Profi Web — prezentacija firme na serverima PTT Neta

Pristup:

• Profi plus — stalna veza korisnika sa Internetom• Profi ISDN — stalna veza korisnika sa permanentnim

ISDN-om• VPDN — Dial-up virtuelna privatna mre`a• VPN — Virtuelne privatne mre`e• Kablovski internet — preko kablovske infrastrukture KDS-a• ADSL — pristup Internetu brzinama do 8 Mb/s. FLAT tar-

ifa bez ograni~ewa u koli~ini prenetih podataka.

31

• E-business services

Centre for PTT e-business (CePP) is a multimedia contact centre

that offers e-services accompanied by the top protection of elec-

tronic transactions and information.

Capacities:

• Digital AVAYA telephone exchange, supporting Internet protocol,

with 9 ISDN/PRI links with capacity of 270 access lines

• Mobile telephony network connection and throughput of up to 10

SMS/s

• Direct communication with "Telenor" CPA platform and VASKO

platform of "Vip mobile" based on SOAP protocol

• Direct connection with MTS ("Mobile Telephony of Serbia") SMS

centre, based on SMPP protocol

• Direct link with "Telekom Srbija", capacity 2 Mb/s

• Direct link with "Postal Savings Bank", capacity 2 Mb/s

• Frame-relay connections towards customers, capacity 64 Kb/s

• Internet connection, capacity 2 Gb/s

• VPN, SSL connections towards customers

• PTT Intranet connection, enabling access to the automated post

office counters throughout the territory of the Republic of Serbia

• State-of-the-art Call Centre with 70 operators, accessible 24 h/7,

implemented via AVAYA Communication Manager Software

• Dynamic and static voice automated solutions (IVR) based on In-

teractive Intelligence (InIn) platform

• Usluge elektronskog poslovawa

Centar za elektronsko poslovawe Po{te (CePP) je multimedi-jalni kontakt centar koji pru`a usluge elektronskog poslovawauz vrhunski sistem za{tite elektronskih transakcija i podataka.

Kapaciteti:

• Digitalna AVAYA telefonska centrala, koja podr`ava inter-net-protokol, sa 9 ISDN/PRI linkova kapaciteta 270 pristupnih linija

• Veza sa mobilnim telefonskim mre`ama i protokom do 10SMS poruka/s

• Direktna komunikacija sa CPA platformom “Telenor” i VASKOplatformom “Vip mobile” zasnovana na SOAP protokolu

• Direktna veza sa SMS centrom “Mobilne telefonije Srbije” zasnovana na SMPP protokolu

• Direktan link sa “Telekom Srbija”, kapaciteta 2 Mb/s• Direktan link sa “Bankom Po{tanskom {tedionicom”, ka-

paciteta 2 Mb/s

• Frame-relay veze prema komitentima, kapaciteta 64 Kb/s• Veza sa Internetom, kapaciteta 2 Gb/s

• VPN, SSL veze prema komitentima• Veza sa Intranetom Po{te preko kojeg je omogu}en pristup

{alterima automatizovanih po{ta {irom Republike Srbije• Najsavremeniji Call Centar sa 70 operatera, dostupan 24 ~asa,

7 dana u nedeqi, implementiran preko AVAYA Communication

Manager Softwer-a

• Dinami~ki i stati~ki govorni automati zasnovani na Interac-

tive Intelligence (InIn) platformi

32

Services:

• Customer services

• SMS and MMS services

• Issuing the electronic certificates.

Customers can benefit from:

• Different communication channels with users (SMS, IVR, Web)

• Economic rental of equipment, HR outsourcing, application of

ready-made solutions

• Accessibility of services and technical support 24/7

• Reliable and multi-functional links to SMS/MMS mobile operator

centres ("Mobile Telephony of Serbia", "Telenor", "Vip mobile")

• E-business protection (digital certificates).

User services — Contact centre (Call Centre) and voicedevices (Interactive Voice Response — IVR)

Rental of:

• Operators services (Call Centre)

• Voice devices (IVR)

• Infrastructure.

For communication with its users, CePP provides a set of different:

• Communication channels (telephone, fax, e-mail, Web, combined)

• Types of communication (operators, voice devices, combined)

• Ways of communication (interactive, unilateral)

• Types of service tariff listing (commercial 0900, free 0800, at a

local call price 0700, standard tariff listing 011...).

Usluge:

• Korisni~ki servisi• SMS i MMS usluge• Izdavawe elektronskih sertifikata.

Klijentima su na raspolagawu:

• Razli~iti kanali komunikacije sa korisnicima (SMS, IVR,

Web)• U{tede putem iznajmqivawa opreme, kadrova, gotovih

re{ewa• Dostupnost servisa i tehni~ka podr{ka 24 ~asa, sedam dana

u nedeqi• Sigurne i multifunkcionalne veze ka SMS/MMS centrima

mobilnih operatera (“Mobilna telefonija Srbije”, “Telenor”,“Vip mobile”)

• Za{tita elektronskog poslovawa (elektronski serti-fikati).

Korisni~ki servisi — Kontakt centar (Call Centar) igovorni automati (Interactive Voice Response — IVR)

Iznajmqivawe:

• Operaterskih usluga (Call Centar)• Govornih automata (IVR)• Infrastrukture.

Za komunikaciju sa korisnicima CePP obezbe|uje razli~ite:

• Kanale komunikacije (telefon, faks, e-mail, Web, kombino-vano)

• Vrste komunikacije (operateri, govorni automati, kombino-vano)

• Na~ine komunikacije (interaktivno, jednostrano)

• Na~ine tarifirawa servisa (komercijalno 0900, besplatno0800, po ceni lokalnog poziva 0700, standardno tarifi-rawe 011...).

33

SMS (Short Message Service) and MMS (Multimedia Mes-saging Service) services:

• Commercial SMS — By sending an SMS message to the designated

short number (ex. 2222), the user makes inquiry and receives the

required information via SMS (inquiries regarding bank account/

credit cards, sending announcements, Internet vouchers, report on

postal item status, polling, parking space reservations...)

• Passive SMS (bulk) — The company initiates sending of SMS

messages towards its customers, in order to announce, inform,

advertise or perform any other marketing activity (reports on

monthly loan-related liabilities, advices on performed in-pay-

ment/out-payment, commercial and promotional messages...)

• MMS postcard — A mobile phone photographs (064/065) can be

sent as a printed postcard to any address in Serbia. MMS mes-

sage should be sent to number 2333 (using roaming service as

well) in the following format: "Name and surname, postal code,

town street and street number # message".

SMS (Short Message Service) i MMS (Multimedia Messag-ing Service) usluge:

• Komercijalni SMS — Korisnik slawem SMS poruke, naodre|eni kratak broj (npr. 2222), postavqa upit i kao SMS

odgovor dobija tra`enu informaciju (upit stawa nabankovnom ra~unu/kartici, slawe oglasa, internet-dopuna,upit statusa po{tanskih po{iqaka, glasawe, parking...)

• Pasivni SMS (bulk) — Firma inicira slawe SMS poruka premasvojim korisnicima u ciqu obave{tavawa, informisawa,reklamirawa i drugih marketin{kih aktivnosti (iznosmese~ne obaveze po kreditima, obave{tewe o upravoizvr{enoj uplati/isplati, reklamne i promotivne poruke...)

• MMS razglednica — Fotografija sa mobilnog telefona(064/065) mo`e biti poslata kao od{tampana razglednica nabilo koju adresu u Srbiji. MMS poruka se {aqe na broj2333 (i iz rominga) u formatu: “Ime i prezime, po{tanskibroj mesto ulica i broj # poruka”.

34

Digital certificates issuance

Serbian Post Certification Authority is the first official certification au-thority in the Republic of Serbia that issues qualified digital certifi-cates.

Qualified Post digital certificates are used for:

• Qualified electronic signing of data files and messages

• Electronic identification of Internet users.

Qualified digital signature has the same legal effect as an autograph(signature). It confirms the signatory's identity, integrity of electronicdocuments and prevents subsequent disclaimer of liability for thecontents of the document.

Scope of qualified electronic signature use:

• e-government

• e-banking

• e-commerce.

• Cable Distribution System services

Cable Distribution System (CDS) is a modern two-way optical coax-ial (HFC) network that, due to its bidirectional signal transmission,enables:

• TV and radio channel signal distribution (both satellite and earth

signals)

• Cable Internet distribution

• "Pay TV"

• Video surveillance...

Cable distribution system is characterised by:

• Quality

• Accessibility

• Compliance with regulations and standards.

Izdavawe elektronskih sertifikata

Sertifikaciono telo Po{te je prvo zvani~no sertifikacionotelo u Republici Srbiji koje izdaje kvalifikovane elek-tronske sertifikate.

Kvalifikovani elektronski sertifikati Po{te se koriste za:

• Kvalifikovano elektronsko potpisivawe datoteka i poruka• Elektronsku identifikaciju korisnika na Internetu.

Kvalifikovani elektronski potpis ima isto pravno dejstvokao i svojeru~ni potpis. Wime se garantuje identitet potpis-nika, integritet elektronskog dokumenta i onemogu}avanaknadno poricawe odgovornosti za wegov sadr`aj.

Poqa primene kvalifikovanog elektronskog potpisa su:

• elektronska uprava (e-government)

• elektronsko bankarstvo (e-banking)• elektronska trgovina (e-commerce).

• Usluge Kablovskodistributivnog sistema

Kablovskodistributivni sistem (KDS) je moderna dvosmernaopti~ko-koaksijalna (HFC) mre`a koja zahvaquju}i dvosmer-nom prenosu signala obezbe|uje:

• Distribuciju TV i radio kanala (satelitskih i zemaqskih)

• Kablovski internet

• “Pay TV”

• Video nadzor...

Kablovskodistributivni sistem odlikuje:

• Kvalitet• Dostupnost• Uskla|enost sa regulativom i normama.

35

CDS is the second biggest cable operator in the country, with morethan 100,000 residential subscribers, using CDS services in Bel-grade, Subotica, Smederevo, Novi Sad, Sokobanja ...

Key Accounts:

• Ministries • Agencies (Ratel, RRA...)• Telenor• Banks (Postal Savings Bank, CBS, EFG, Alpha...)• Hotels (Park, Hyatt, Casina, Sunce...)• JAT Airways• Educational institutions...

4.2. Service Volume and Structure

In the year 2009, 455.3 million services were provided 8.2% less, and5.0% less then in 2008. The total services decline tendency in com-parison to the planned and realised ones in the same period in 2008,represents an effect of the decreased scope of postal items services,which participate with dominant 61.4% in the entire services structure.

Fall of total economic activities (real fall of GDP for 3.0% — estima-tion for 2009), significantly affected the market, i.e. decrease of de-mand for postal services. The scope of services for the year 2009 hadbeen planned during the period before the global economic and fi-nancial crisis, so that the named influences could not be anticipated.

KDS je drugi po veli~ini kablovski operater u zemqi savi{e od 100.000 rezidencijalnih korisnika koji koriste usluge KDS-a u Beogradu, Subotici, Smederevu, Novom Sadu,Sokobawi...

Biznis korisnici:

• Ministarstva• Agencije (Ratel, RRA...)• Telenor• Banke (Banka Po{tanska {tedionica, NBS, EFG, Alpha...)• Hoteli (Park, Hyatt, Kasina, Sunce...)• JAT• Obrazovne ustanove...

4.2. Obim i struktura usluga

U 2009. godini ostvareno je 455,3 miliona usluga {to je za 8,2%mawe u odnosu na plan, a u odnosu na 2008. godinu za 5,0%. Tendencija pada ukupnih usluga, u odnosu na planirane i ost-varene u istom periodu 2008. godine, efekat je smawenog obimapismonosnih usluga, koje u strukturi ukupnih usluga participi-raju sa dominantnih 61,4%.

Pad ukupnih privrednih aktivnosti (realni pad BDP za 3,0% —procena za 2009. godinu), znatno je uticao na tr`i{te, odnosnosmawewe tra`we za uslugama po{tanske delatnosti. Obim usluga za 2009. godinu planiran je u periodu pre nastanka globalne ekonomsko-finansijske krize, tako da se navedeni uticaji nisu mogli predvideti.

1/2

1/3

1-2

1-3

1.

2.

3. 479

POZICIJAPOSITION in mill. statist. units

u mil. statist. jedinica

indeksindex

91,891.8

indeks 95,0

Nominalna razlikaNominal difference

-41

-24Nominalna razlikaNominal difference

XII

OSTVAREWE I XII- 2008.

OSTVAREWEREALISATION

I- 2009.I XII- 2009

PLAN I XII- 2009.PLAN I XII- 2009

REALISATION I XII- 2008

455455496496

479

1/2

index 95.01/3

1-2

1-3 -24

-41

OstaleOther

Nov~aneFinancial

Po{tanskePostal

0 50.000 100.000 150.0000 50,000 100,000 150,000

200.000200,000

250.000250,000

138.736138,736

31.85031,850

284.731284,731

Grafi~ki prikaz strukture usluga za period januar — decembar 2009. /Graphic illustration of service structure for the period January — December 2009

u hiqadama statisti~kih jedinica / in thousand statistical units

36

Pregled ostvarenih usluga- komparacija sa planom u 2008. godinom -

1 2 3 4 5 6 7 8 9

2.

3.

137.781

42.16743.796

496,111 479,508

134.967

3.290

21,8

100.0

7,0

30,5

8,7

768

0,6

0,4

0,1

61,4

455,317

31.850

138.736

37,943

2.654

11.561

23.274

56

171

227

8.271

40.606

94.361

2.668

1.912

785

297.009

3.162

95.594

42.187

1.967

308.637

39.476

279.283

2.046

2.735

667

99.260

90,5

91.8

72,7 75,5

95.0

97,2

105,2

102,8

102,5

107,0

85,0

94,0

100,7

93,6

103,8

86,5

104,0

86,8

REDNIBROJNO.

USLUGESERVICES PLAN

2009.I-XIIPLAN I-XII 2009

MESE^NIPROSEKMONTHLYAVERAGEI-XII 2008

I-XII 2008I-XII 2009I-XII 2009

%5/3

INDEKSIINDEXES

5/4

u hiqadama statisti~kih jedinicain thousand statistical units

1.314.534 284.731302.374 62,523.728 94,290,5

314,534 284,731302,374 62.523,728 94.290.5

PO[TANSKE

POSTAL

pismonosneletterpost

paketskeparcel

uputni~kemoney order

ekspresexpress

NOV^ANE

FINANCIAL

uplatein-payments

isplateout-payments

OSTALE

OTHER

UKUPNO

TOTAL

61.423,274297,009308,637 279,283 90.5 94.0

768 0.156785 667 85.086.8

0.41711,9121,967 2,046 107.0104.0

0.62272,6683,162 2,735 102.586.5

137,781 134,967 30.5138,736 11,561 102.8100.7

21.88,27194,36195,594 99,260 105.2103.8

3,290 8.740,60642,187 39,476 97.293.6

42,16743,796 7.031,850 2,654 72.7 75.5

496.111 479.508 100,0455.317 37.943 91,8 95,0

Pregled ostvarenih usluga / Overview of provided services— komparacija sa planom i 2008. godinom / compared to the Plan and year 2008 —

37

Monthly service flow chart

• Postal services

Postal services have a tendency of decrease for 9.5% in compar-ison to the plan, and 5.8% in comparison to the previous year, asan effect of the decreased volume of postal item services, whichin the structure of these services dominate with 98.1%, whereas theshare of the parcel, postal payment orders and express servicesmoves from 0.2% to 1.0%.

Mese~na dinamika usluga

• Po{tanske usluge

Po{tanske usluge bele`e tendenciju pada u odnosu na plan za9,5% i prethodnu godinu za 5,8%, kao efekat smawenog obimapismonosnih usluga, koje u strukturi ovih usluga dominiraju sa98,1%, dok se zastupqenost paketskih, uputni~kih i ekspresusluga kre}e od 0,2% do 1,0%.

januarJanuary

februarFebruary

martMarch

aprilApril

majMay

junJune

julJuly

avgustAugust

septembarSeptember

oktobarOctober

novembarNovember

decembarDecember

Po{t. usl.Post. serv.

Usl. nov~. pos.Financ. serv.

OstaleOther

23.20623,206

10.43710,437

1.7481,748

22.25922,259

10.90310,903

2.0202,020

27.97227,972

12.15212,152

2.1842,184

22.53022,530

11.54311,543

3.3103,310

22.77222,772

11.50211,502

2.3682,368

22.41722,417

11.60811,608

2.9022,902

22.62322,623

11.86911,869

3.9773,977

19.47419,474

11.49311,493

2.9402,940

21.72621,726

11.55611,556

2.2102,210

24.06824,068

11.69211,692

2.1972,197

25.10125,101

11.41311,413

2.2772,277

30.58330,583

12.56812,568

3.7173,717

35.00035,000

30.00030,000

25.00025,000

20.00020,000

15.00015,000

10.00010,000

5.0005,000

0u hi

qad

ama

stat

isti

~kih

jed

inic

ain tho

usan

d statistic

al u

nits

PismonosneLetterpost

PaketskeParcel

Uputni~keMoney order

Ekspres po{iqkeExpress mail

22.83222,832

4646

137137

191191

21.83221,832

4646

161161

220220

27.45927,459

7474

181181

258258

22.08422,084

5858

170170

218218

22.33422,334

5353

175175

210210

21.95921,959

4949

178178

231231

22.17122,171

6161

161161

230230

19.08019,080

3939

151151

204204

21.27421,274

5050

169169

233233

23.59823,598

5959

180180

231231

24.63124,631

6969

173173

228228

30.02930,029

6363

210210

281281

januarJanuary

februarFebruary

martMarch

aprilApril

majMay

junJune

julJuly

avgustAugust

septembarSeptember

oktobarOctober

novembarNovember

decembarDecember

30.00030,000

25.00025,000

20.00020,000

15.00015,000

10.00010,000

5.0005,000

0u hi

qad

ama

stat

isti

~kih

jed

inic

ain tho

usan

d statistic

al u

nits

Mese~na dinamika usluga / Monthly service flow chart

38

• Usluge nov~anog poslovawa

Usluge nov~anog poslovawa pove}ane su u odnosu na plan za0,7%, a u odnosu na 2008. godinu za 2,8%. U ukupnim nov~animtransakcijama uplate ~ine 71,5%, a isplate 28,5%.

• Ostale usluge

Obim ostalih usluga koje ~ine informati~ke, telekomunika-cione usluge i prodaja robe mawi je u odnosu na plan za 27,3%,a u odnosu na 2008. godinu za 24,5%.

• Financial services

Volume of financial services has increased by 0.7% compared to theplan, and by 2.8% compared to year 2008. In-payments are ac-counted for 71.5% and out-payments for 28.5% of the total financialtransactions.

• Other services

Volume of other services including information, telecommunicationservices and sale of goods is lower by 27.3% compared to theplanned figure, and by 24.5% compared to year 2008.

UplateIn-payments

IsplateOut-payments

7.3397,339

3.0983,098

7.7587,758

3.1453,145

8.7368,736

3.4163,416

8.1148,114

3.4293,429

8.2018,201

3.3013,301

8.3268,326

3.2823,282

8.4688,468

3.4013,401

8.2748,274

3.2193,219

8.2548,254

3.3023,302

8.3768,376

3.3163,316

8.2358,235

3.1783,178

9.1799,179

3.3893,389

januarJanuary

februarFebruary

martMarch

aprilApril

majMay

junJune

julJuly

avgustAugust

septembarSeptember

oktobarOctober

novembarNovember

decembarDecember

10.00010,000

8.0008,000

6.0006,000

4.0004,000

2.0002,000

0

u hi

qad

ama

stat

isti

~kih

jed

inic

ain tho

usan

d statistic

al u

nits

3131

159159

1.5581,558

3232

164164

1.8241,824

3434

185185

1.9651,965

2828

153153

3.1293,129

2626

160160

2.1822,182

2929

166166

2.7072,707

2929

165165

3.7833,783

2424

169169

2.7472,747

2525

169169

2.0162,016

2525

168168

2.0042,004

2424

150150

2.1032,103

2525

165165

3.5273,527

3.500

3.000

2.500

2.000

1.500

1.000

500

0

3,500

3,000

2,500

2,000

1,500

1,000

500

januarJanuary

februarFebruary

martMarch

aprilApril

majMay

junJune

julJuly

avgustAugust

septembarSeptember

oktobarOctober

novembarNovember

decembarDecember

Informati~keInformation

Telekomun.Telecommun.

ProdajaSale

u hi

qad

ama

stat

isti

~kih

jed

inic

ain tho

usan

d statistic

al u

nits

40

5. PO[TANSKI KAPACITETI I PO[TANSKA MRE@A

Poslovna mre`a Po{te Srbije je najve}a infrastrukturna i lo-gisti~ka mre`a u dr`avi u ~ijoj su funkciji za obavqawepo{tanske delatnosti, u decembru 2009. godine, bili anga`ovanislede}i kapaciteti:

• 1.503 po{te — od toga je 1.431, odnosno 95,2% po{ta radilo uPost-netu. Dostavu po{iqaka vr{ilo je 1.184 po{ta, 319 po{taobavqalo je samo {alterske poslove, a 111 i {alterskeposlove i isporuku po{tanskih po{iqaka

• 4.133 {altera — od toga 3.082 automatizovanih {altera• 3 glavna po{tanska centra• 17 po{tanskih centara• 1 izmeni~na po{ta• 3 po{te cariwewa• 211 ugovornih po{ta — od toga 201 ugovorna po{ta je u van-gradskim sredinama, a deset ugovornih po{ta u gradskim sre-dinama (fran{ize)

• 3.579 dostavnih rejona• 2.891 po{tanski sandu~i}• 1.400 vozila• 12 post-{opova• 83 biznis {altera.

Radna vremena po{ta uskla|ivana su sa potrebama korisnika,s jedne, i uslovima ekonomi~nog poslovawa Preduze}a, s drugestrane.U decembru 2009. godine broj jedinica po{tanske mre`e koje suradile subotom bio je 524, dok je nedeqom radilo 18 po{ta.Na grani~nim prelazima organizovan je neprekidan rad u ~etiripo{te, i to: dve u RJ PS “Subotica”, jedna u RJ PS “U`ice” ijedna u RJ PS “Vrawe”.

Dostupnost po{tanskih kapaciteta

Kapaciteti po{tanske mre`e predstavqaju jedinstvenostrate{ko preimu}stvo Preduze}a s obzirom na to da omogu}avajudostupnost servisa na tr`i{tu unutra{weg saobra}aja, ali is-tovremeno podr`avaju te`wu ka ekspanziji i globalnim inte-gracijama.U 2009. godini jedna po{ta opslu`ivala je u proseku 5.072stanovnika (evropski prosek je 4.354 stanovnika po po{ti).Prose~an broj stanovnika po {alteru iznosio je 1.845, aprose~an broj stanovnika po rejonu 2.130.

5. POSTAL CAPACITIES AND POSTAL NETWORK

The Post of Serbia business network is the largest infrastructure andlogistic network in the country, involving the following functional ca-pacities for the performance of postal activities (figures from Decem-ber 2009):

• 1,503 post offices — 1,431, of which i.e. 95.2% of post offices op-

erated in Post-net. Delivery of items is performed in 1,184 post of-

fices, 319 post offices perform only counter transactions, and 111

post offices perform both counter transactions and delivery of postal

items

• 4,133 counters — 3,082 of which are automated

• 3 main sorting centres

• 17 postal centres

• 1 office of exchange

• 3 customs post offices

• 211 contracted post offices — 201 of which in rural areas, and ten

contracted post offices in urban areas (franchises)

• 3,579 delivery zones

• 2,891 mailboxes

• 1,400 vehicles

• 12 Post shops

• 83 Business counters.

Post offices' working hours are adapted to customers' needs on onehand, and to Company's cost-effective operations on the other.In December 2009, 524 postal network units worked on Saturdays, and18 post offices worked on Sundays.Non-stop work is organised at border crossings in four post offices:two in postal traffic working units "Subotica", one in PT WU "U`ice"and one in PT WU "Vranje".

Accessibility of postal capacities

Postal network capacities represent a unique strategic asset of theCompany, considering the fact that they ensure service accessibility onthe domestic communication market, encouraging at the same time ex-pansion and global integration trends.

In 2009, one post office served an average of 5,072 inhabitants (Eu-ropean average being 4,354 inhabitants).Average number of inhabitants per counter was 1,845, and an aver-age number of inhabitants by region 2,130.

dostupnost kapaciteta po radnim jedinicamapo{tanskog saobra}aja

accessibility of capacities by postal trafficworking units

1 2 3 4=3/2 5 6 7=6/5 8 10=9/8

97

100

102

100

107

113

100

108

108

100

112

108

133

103

147

118

110

102

101

101

109

104

100

115

100

108

100

100

127

61 59 0

90 91 8

45 46 2

2

2

2

3132

45 45

3636

57

86

63

41

67

61

54

58 58

55

59

66

41

61

85

58

112112

11

11

16

2

31

13

5

2

4

11

5

4

18

1

19

97

1.520 207

1

8

1

97

71 70

29

7072

30

4343

74 71

3031

38 35

20 20

0

0

16

12

27

56

26

26

27

27

57

25

0 0

0

0 0

0

2

1

2

2

3

2

11

12

16

16

24

18

16

1

2

1

24

100

50

100

150

120

100

89

100

100

92

44

211 102 1.330 1.431

26

16

27

9

5

11

6

5

6

6

100

200

56

59

55

56

63

100

31

31

34

45

46

66

42

13

16

16

63

84

100

120

150

125

100

100 45

50

50

55

111

87

64

36

46

74

50

34

42

109

145

100

80

61

37

31

45

113 90

61 59

90

26

55 55

27

70

88

112

42

55

28 28

26

1818

27

56

9

97

101

102

97

100

100

102

99

97

100

99

97

102

100

100

96

97

97

92

100

98

99

96

104

100

100

99

97

100

1.503

RADNEJEDINICE

WORKING UNITS

PO[TEPOST OFFICES

2008.2008

2009.2009

INDEKSINDEX

UGOVORNE PO[TECONTRACTUAL POST

OFFICES

AUTOMAT. PO[TEAUTOMATED POST

OFFICESINDEKSINDEX

INDEKSINDEX

2008.2008

2009.2009

2008.2008

2009.2009

UKUPNOTOTAL 1081,520 207 211 102 1,330 1,431991,503

9761 59 0 0 0 61 5997

10090 91 8 9 113 90 90101

10245 46 2 2 100 4645102

10023132 1 50 313197

107245 45 2 4542100100

10023636 2 100 3434100

11257 58 11 16 5650145102

10886 85 11 12 74109 8099

13363 61 16 16 100 46 6197

10341 41 2 3 150 36 37100

14767 66 31 31 66100 4599

11861 59 13 5913 100 5097

11054 55 5 1206 5550102

10258 58 2 2 100 5655100

101112112 4 5 125 111 112100

101119797 11 100 87 88100

109571 70 6 120 64 7099

10442930 6 150 26 2797

100187072 8916 55 5597

10014343 1 100 4242100

1151974 71 6316 84 5596

10013031 2 200 28 2897

108838 35 245 63 2692

100120 20 1 100 1818100

10002727 0 0 27 27100

127165657 16 44100 5698

113122627 1892 161196

10802625 0 0 24 26104

Beograd centarBeograd centarBeogradski venacBeogradski venacZemunZemun

Pri{tinaPri{tina

VaqevoValjevo[abac[abacPan~evoPan~evo

SmederevoSmederevoPo`arevacPo`arevac

Novi SadNovi SadSremska MitrovicaSremska MitrovicaZrewaninZrenjaninKikindaKikinda

SomborSombor

SuboticaSubotica

U`iceU`ice^a~ak^a~ak

KraqevoKraljevoKru{evacKru{evac

KragujevacKragujevacJagodinaJagodina

ProkupqeProkuplje

BorBor

Zaje~arZaje~ar

Ni{Ni{LeskovacLeskovacVraweVranjePirotPirot

41

Po{tanska mre`a po radnim jedinicama po{tanskog saobra}aja / Postal network by postal traffic working units

42

1 2 3 4 5 6 7 8=7/2 9=7/3 10=3/2 11=6/3*100

46

91

59

36

58

85

31

45

97

112

70

29

43

70

61

41

55

58

66

59

27

26

56

71

30

35

20

26

1.503

269

201

137186

291

366

136

86

183

172

100

42

37

14

1

4

4

5

16

12

7165

239

88

61

147

134

67

328

197

3.0554.133

59

42

90

76

191 143

53

82

38

54

103 88

53

41

107 13

6

2

2

0

2

7

9

10

259

63

53

159

179

168

118

154

171

161

104

71

126 108

49

87

119

117

83

102

101

122

6

5

0

9

11

11

15

2

7

55

53

35

32

34

32

20

32

77

25

12

17

17

33

43

24

37

65

50

39

6

8

13

38

14

1

2

5

819 7.623.352

476.778

335.204

688.154

409.118

191.558

328.379

311.765

210.013

200.064

591.752

332.185

207.493

93.587

213.242

271.444

284.953

224.291

270.345

297.807

213.310

101.348

94.945

170.025

402.513

240.472

227.693

90.999

143.915

1.8455.072

2.439

5.669

8.016

6.506

4.550

5.535

2.167

2.530

3.164

2.107

1.651

1.507

1.912

1.342

1.664

1.609

2.157

1.901

1.666

1.686

2.050

1.318

1.647

1.702

1.804

1.471

2.442

1.704

1.909

1.916

2.200

2.365

1.3038.081

7.562

8.894

5.321

5.662

3.668

6.775

4.446

5.284

3.456

2.964

3.227

4.959

3.878

4.671

5.471

6.040

4.661

4.512

3.615

3.754

3.652

3.036

3

2

2

3

3

2

2

2

3

3

3

3

3

3

2

3

3

3

3

3

3

6

4

2

2

2

2

2

3

19,8

8,5

4,8

1,1

18,4

19,9

12,6

12,7

11,3

24,5

27,9

38,7

24,0

20,3

25,1

20,5

16,3

23,9

9,5

12,7

23,5

23,5

23,3

17,5

19,8

32,0

18,8

18,2

15,0

UKUPNOTOTAL

RADNEJEDINICE

WORKING UNITS

BROJPO[TANUMBEROF POSTOFFICES

UKUPNOTOTAL

BROJ [ALTERANUMBER OF COUNTERS

BROJ[ALTERAPO PO[TI

NO. OFCOUNTERSPER P.O.

POVREMENOZAPOSEDNUTI

OCCAS.OCCUPIED

STALNOZAPOSEDNUTI

PERM. OCCUPIED

NEZAPOSEDNUTIUNOCCUPIED

%SEDNUTIH

[ALTERANEZAPO

% OF UNOCCUPIEDCOUNTERS

BROJ STANOVNIKANUMBER OF INHABITANTS

UKUPNOTOTAL

PO[ALTERU

PER COUNTER

PO PO[TIPER

POST O.

59 269366 42 55 476,778 1,3038,081 6 15.0

1,503 3,0554,133 259 819 7,623,352 1,8455,072 3 19.8

91 201291 37 53 688,154 2,3657,562 3 18.2

46 137186 14 35 409,118 2,2008,894 4 18.8

36 100 167 32 191,558 1,9165,321 3 32.0

58 172 4134 34 328,379 1,9095,662 3 19.8

85 183 4147 32 311,765 1,7043,668 2 17.5

31 86 561 20 210,013 2,4426,775 3 23.3

45 136 1688 32 200,064 1,4714,446 3 23.5

112 12239328 77 591,752 1,8045,284 3 23.5

97 7165197 25 335,204 1,7023,456 2 12.7

70 126 108 6 12 207,493 1,6472,964 2 9.5

26 59 54 0 5 143,915 2,4395,535 2 8.5

20 42 38 2 2 90,999 4,550 2,167 2 4.8

35 90 82 7 1 227,693 6,506 2,530 3 1.1

30 76 53 9 14 240,472 8,016 3,164 3 18.4

71 191 143 10 38 402,513 5,669 2,107 3 19.9

56 103 88 2 13 170,025 1,6513,036 2 12.6

26 53 263 8 94,945 1,5073,652 2 12.7

27 41 653 6 101,348 1,9123,754 2 11.3

59 107 13159 39 213,310 1,3423,615 3 24.5

66 179 122 7 50 297,807 1,6644,512 3 27.9

58 168 101 2 65 270,345 1,6094,661 3 38.7

55 154 102 15 37 332,185 2,1576,040 3 24.0

41 118 83 11 24 224,291 1,9015,471 3 20.3

61 171 117 11 43 284,953 1,6664,671 3 25.1

70 161 119 9 33 271,444 1,6863,878 2 20.5

43 104 87 0 17 213,242 2,0504,959 2 16.3

29 71 49 5 17 93,587 1,3183,227 2 23.9

Beograd centarBeograd centarBeogradski venacBeogradski venacZemunZemunVaqevoValjevo[abac[abacPan~evoPan~evoSmederevoSmederevoPo`arevacPo`arevacNovi SadNovi SadSremska MitrovicaSremska MitrovicaZrewaninZrenjaninKikindaKikindaSomborSomborSuboticaSuboticaU`iceU`ice^a~ak^a~akKraqevoKraljevoKru{evacKru{evacKragujevacKragujevacJagodinaJagodinaProkupqeProkupljeBorBorZaje~arZaje~arNi{Ni{LeskovacLeskovacVraweVranjePirotPirotPri{tinaPri{tina

Dostupnost kapaciteta po radnim jedinicama po{tanskog saobra}aja / Accessibility of capacities by postal traffic working units

Od ukupno 4.133 {altera, u 2009. godini, 3.367 {altera je bilozaposednuto, dok je 819 {altera bilo nezaposednuto.

Out of the total number of 4,133 counters, 3,367 counters wereactive, while 819 counters were inactive in 2009.

Transport i prerada po{tanskih po{iqaka u unutra{wempo{tanskom saobra}aju

Op{ti red prevoza je uskla|en sa prihva}enim standardimakvaliteta Svetskog po{tanskog saveza i Rezolucijom 29/2004. izBukure{ta kojom je definisan minimum standarda kvalitetaprenosa koji je obavezuju}i za na{e Preduze}e u smislu is-puwewa kriterijuma kvaliteta.

Transport and sorting of postal items in domestic postaltraffic

General transport plan (GTP) is harmonised with adopted UPU qual-ity standards and Resolution 29/2004 from Bucharest, defining mini-mum quality standard regarding transmission of postal items. Thisstandard is binding for our Company regarding the fulfilment of qual-ity requirements.

MPC

GPCPC

PC

MAIN ORGANISATIONAL UNITS

OSNOVNI ORGANIZACIONI DELOVI

ORGANISATIONAL STRUCTURE OF POSTAL NETWORK FOR SORTING AND TRANSPORT OF POSTAL ITEMS

ORGANIZACIONA STRUKTURA PO[TANSKE MRE@E ZA PRERADU I TRANSPORT PO[TANSKIH PO[IQAKA

TRANSHIPMENT(RELAY) POINTS

PRETOVARNE TA^KE

SPECIAL ORGANISATIONAL UNITS

POSEBNI ORGANIZACIONI DELOVI

Kraqevo / Kraljevo

Beograd / Beograd Beograd / Beograd Beograd / BeogradBeograd / Beograd

Novi Sad / Novi Sad Novi Sad / Novi Sad Novi Sad / Novi Sad

Ni{ / Ni{ Ni{ / Ni{ Ni{ / Ni{

Novi Sad / Novi Sad

Ni{ / Ni{

Po`arevac / Po`arevac

Vaqevo / Valjevo

[abac / [abac

Sr. Mitrovica / Sr. Mitrovica

Subotica / Subotica

Sombor / Sombor

Zrewanin / Zrenjanin

Kikinda / Kikinda

Smederevo / Smederevo

Pan~evo / Pan~evo

Bor / Bor

Zaje~ar / Zaje~ar

Vrawe / Vranje

Pirot / Pirot

Leskovac / Leskovac

Prokupqe / Prokuplje

OFFICE OFEXCHANGE

IZMENI^NA PO[TACUSTOMS POST

OFFICES

PO[TE CARIWEWAFOREIGN

DEPARTMENTS

INOSTRANI ODEQCI

Kragujevac / Kragujevac

^a~ak / ^a~ak

U`ice / U`ice

Jagodina / Jagodina

Kru{evac / Kru{evac

Pri{tina / Pri{tina

43

Jedinice za preradu po{tanskih po{iqaka / Postal items sorting units

Postal items sorting unitsComparative review of number of lines, total capacity of vehicles andcovered distance on GTP and TP are shown in the following tables:

Remark: the table does not include distance covered

At the end of 2008, and aimed at GTP expenditures rationalisation andraise of quality in phases of transport and sorting of postal items, theGTP lines traffic regime was changed on Sundays and on holidays.By the GTP lines rationalisation in 2009, the covered distance is de-creased for 70,360 km compared to year 2008.

*ATP lines (motor coach transport) — 26 ATP lines — 1.177 km a day

(this mileage is not shown in the table)

TP unification has been performed in the year 2009 on the Enterpriselevel, as well as analysis of daily expenses with propositions for ra-tionalisation.

Jedinice za preradu po{tanskih po{iqakaKomparativni pregledi broja linija, ukupnog kapaciteta vozilai pre|enog puta na ORP i RP prikazani su u narednim tabelama:

U ciqu racionalizacije tro{kova ORP i podizawa kvaliteta ufazama prenosa i prerade po{tanskih po{iqaka, krajem 2008.godine, izmewen je re`im saobra}awa linija ORP-a nedeqom iu dane praznika. Racionalizacijom linija ORP u 2009. godinipre|eni put je umawen za 70.360 km u odnosu na 2008. godinu.

*Linije ATP (autobuski prevoz) — 26 ATP linija — 1.177 km

dnevno (ova kilometra`a nije prikazana u tabeli)

U 2009. godini izvr{ena je unifikacija RP na nivou Preduze}akao i analiza tro{kova dnevnica sa predlozima raciona-lizacije.

2009.

2009

2008.

2008

33

108,1

108.1

33

2.351.512

2,351,512

33

116,1

116.1

33

2.281.152

2,281,152

ORP KOMPARATIVNI PREGLED

COMPARATIVE GTP OVERVIEW

Broj linija ORP-aNumber of GTP lines

Ukupan kapacitet vozila na linijama ORP-a (t/dan)

Total capacity of vehicles in GTP lines (t/day)

Pre|eni put (km/godina)

Covered distance (km/year)

2008.

2008

2009.

2009

Pre|eni put (km/godina)

Covered distance (km/year)

Broj linija RP

Number of TP lines

RP KOMPARATIVNI PREGLED

COMPARATIVE TP OVERVIEW

267+30*

267+30*

9.043.056

9,043,056

266+26*

266+26*

9.052.584

9,052,584

44

Napomena: U tabeli nije prikazan pre|eni put na linijama za post-ekspres uslugu ,,danas za danas” / Remark: The table does not include distance covered by lines desig-

nated to the post express service "Today for today".

*Linije ATP (autobuski prevoz) – 26 ATP linija – 1.177 km dnevno (ova kilometra`a nije prikazana u tabeli) / *ATP lines (motor coach transport) — 26 ATP lines — 1,177

km a day (this mileage is not shown in the table).

Transport novca

Usluge transporta i obezbe|ewa transporta novca na teritorijigrada Beograda od 20. 11. 2009. godine poverene su ovla{}enompravnom licu za pru`awe ove vrste usluge “Progard”. Ovakvimna~inom organizacije transporta obuhva}eno je 146 po{tabeogradskih radnih jedinica.Za transport nov~anih dotacija i suvi{aka na teritoriji NovogSada, Ni{a, Pri{tine, Pirota i delimi~no Beograda koristese sigurnosni koferi:

Svi koferi koji su oslobo|eni realizacijom Ugovora o trans-portu novca na teritoriji grada Beograda, nakon servisirawa,bi}e raspodeqeni radnim jedinicama po{tanskog saobra}aja vanteritorije Beograda.

Me|unarodni po{tanski saobra}aj

Me|unarodni avionski po{tanski saobra}aj se u 2009. godiniodvijao preko aerodroma “Nikola Tesla”, a Izmeni~na po{ta11003 Beograd je u:- direktnim avionskim zakqu~cima otpremala pismonosne ipaketske po{iqke za 32 inostrane izmeni~ne po{te i

- direktnim povr{inskim zakqu~cima otpremala paketske i pis-monosne po{iqke za 39 zemaqa (od toga su se za 30 zemaqaotpremale u SAL zakqu~cima).

Planovi prevoza za avionske pismonosne i paketske po{iqke suizra|eni tako da je otprema za zemqe Evrope {est puta nede-qno (sem subote), a za ~etiri zemqe (Rusija, Nema~ka, Fran-cuska i Velika Britanija) otprema je svakodnevna. Otpremaavionskih direktnih zakqu~aka za vanevropske zemqe je pet ili~etiri puta nedeqno, u zavisnosti od transportnih mogu}nostii koli~ine po{iqaka. Tako|e, napravqen je i Plan prevozazakqu~aka za novouvedenu EMS uslugu i radno vreme u Izmeni~noj po{ti 11003 Beograd prilago|eno je planovima pre-voza.

Money transport

Services of transport and security of money transport on the territoryof Belgrade as of November 20, 2009, are entrusted to the authorisedlegal person for this type of service — "Progard". By this way of trans-port organisation, 146 of Belgrade postal working units have beencomprised. For transport of money subsidies and surpluses on the territories ofNovi Sad, Ni{, Pri{tina, Pirot and partly Belgrade safety suitcases areused, as follows:

All suitcases which were freed by realisation of Money Transfer Agree-ment at the territory of Belgrade city, after servicing, will be distributedto working units of postal traffic outside of Belgrade territory.

International postal traffic

In 2009, the international postal air transport was carried out via theAirport "Nikola Tesla" and the responsibility of the office of exchange11003 Belgrade is to:

- dispatch direct letterpost and parcel airmails to 32 foreign offices ofexchange

- dispatch direct letterpost and parcel surface mails to 39 countries(among which SAL dispatches were sent to 30 countries).

Transport plans for letterpost and parcel airmail foresee a six-times-a-week dispatch for the European countries (Saturday excluded), andseven days a week dispatch for four countries (Russia, Germany,France and Great Britain). The dispatch of direct airmails for non-Eu-ropean countries is five or four times a week, depending on the avail-ability of transport means and volume of items. Also, a DispatchesTransport Plan for the newly introduced EMS service has been madeand working hours in the Office of exchange 11003 Belgrade havebeen adjusted to the transport plans.

250

250

148

148

9

9

16

16

14

14

2

2

37

37

24

24

BROJ KOFERA U EKSPLOATACIJI PO RADNIM JEDINICAMANUMBER OF SUITCASES IN OPERATIONS BY WORKING UNITS BROJ KOFERA KOJI

NISU U FUNKCIJINUMBER OF NON-USED

SUITCASES

UKUPNOKOFERATOTAL

SUITCASES

BEOGRADCENTAR

BEOGRADCENTAR

ZEMUNZEMUN

NI[NI[

NOVI SADNOVI SAD

PRI[TINAPRI[TINABEOGRADSKI

VENAC

BEOGRADSKIVENAC

45

New direct letterpost and parcel dispatches have been introduced forthe countries where such justified needs existed. Contracts are renewed with air companies (JAT, OS-Austria, KLM) fordispatch of letterpost and parcel mails.

Construction and automation of postal centres

Project "Automation of technological processes of sorting of postalitems on the territory of the Republic of Serbia, construction of postalcentres Belgrade and Novi Sad and reconstruction of the Main PostalCentre Ni{" is a strategic project of basic activity of the Public Enter-prise of PTT Communications "Srbija".

Realisation of the Project represents a necessary step towards accel-erated modernisation of the technological process of sorting and trans-port of postal items, and a condition for the quality improvement ofpostal services, aimed at the establishment of a reliable and efficientpostal network.

General goals of the Project are: achievement of postal services qual-ity in accordance with the Law on Postal Services, rationalisation ofpostal network and logistic procedures, shortening of transport andsorting time of postal items for all delivery regions on the territory ofthe Republic of Serbia, contemporary technological concept and opti-misation of postal processes in MPC Belgrade, Ni{ and Novi Sad, in-formation and communication solution for data exchange betweensorting centres by using the existing IT network, installation of equip-ment for automated screening of the address block (installation of au-tomatic address reader), coding and sorting of postal items in MPCBelgrade, Ni{ and Novi Sad.

It is planned that complete Project of automation of postal-logistic sortingcentres should be realised in the period of the following 3 years, and thatin two directions: 1. construction and adaptation of the necessary objects,and 2. defining and acquisition of the necessary machines for automatedsorting.

Realisation of the Project of automation of postal-logistic sorting centresbegan in 2009 by creation of the necessary technical and technologicalconcept of the Complex of Main postal-logistic sorting centres Belgrade andNi{, while the concept creation for the Complex of the Main postal-logisticcentre Novi Sad (phase — adaptation of the existing object of the PTTgarage and annex) is currently in progress. Selection of the bidder for cre-ation of the construction technical documentation for construction of theMain postal centre Belgrade has been made. Deadline for creation of theconceptual and final designs is a bit more than three months, and their cre-ation is expected at the end of March 2010.

Uvedeni su novi direktni pismonosni i paketski zakqu~ci zazemqe za koje su postojale opravdane potrebe.Obnovqeni su Ugovori sa avio kompanijama (JAT, OS-Austrija,KLM) koje koristimo za otpremu pismonosnih i paketskihzakqu~aka.

Izgradwa i automatizacija po{tanskih centara

Projekat “Automatizacija tehnolo{kih procesa prerade po{tan-skih po{iqaka na teritoriji Republike Srbije, izgradwapo{tanskih centara Beograd i Novi Sad i rekonstrukcijaGlavnog po{tanskog centra Ni{” strate{ki je projekat bazi~nedelatnosti Javnog preduze}a PTT saobra}aja “Srbija”.

Realizacija Projekta predstavqa neophodan korak za ubrzanumodernizaciju tehnolo{kih procesa prerade i transportapo{tanskih po{iqaka i uslov za poboq{awe kvalitetapru`awa po{tanskih usluga, kao i agresivnijeg nastupa JPO natr`i{tu logisti~kih po{tanskih usluga radi uspostavqawapouzdane i efikasne po{tanske mre`e.

Op{ti ciqevi Projekta su: postizawe kvaliteta po{tanskih us-luga u skladu sa Zakonom o po{tanskim uslugama, raciona-lizacija po{tanske mre`e i logisti~kih tokova, skra}ewe vre-mena prenosa i prerade po{tanskih po{iqaka za sve dostavnerejone na teritoriji Republike Srbije, savremena tehnolo{kakoncepcija i optimizacija po{tanskih procesa u GPC Beograd,Ni{ i Novi Sad, informaciono-komunikaciono re{ewe za raz-menu podataka izme|u centara prerade kori{}ewem postoje}eIT mre`e, instalirawe opreme za automatizovano o~itavaweadresnog bloka, kodirawe i sortirawe po{tanskih po{iqaka uGPC Beograd, Ni{ i Novi Sad.

Kompletan Projekat automatizacije po{tansko-logisti~kih cen-tara prerade planirano je da se realizuje u periodu od naredne3 godine i to u dva smera: 1. izgradwa i adaptacija potrebnihobjekata i 2. definisawe i nabavka potrebnih ma{ina zaautomatizovano sortirawe.

Realizacija Projekta automatizacije po{tansko-logisti~kih cen-tara prerade u 2009. godini otpo~ela je izradom potrebnetehni~ko-tehnolo{ke koncepcije Kompleksa glavnih po{tansko--logisti~kih centara Beograd i Ni{, dok je za Kompleks Glavnogpo{tansko-logisti~kog centra Novi Sad (faza — adaptacija pos-toje}eg objekta PTT gara`e i dogradwa) trenutno u postupkuizrade. Izbor ponu|a~a usluge izrade tehni~ke dokumentacijeza izgradwu Glavnog po{tanskog centra Beograd je izvr{en. Rokza izradu idejnog i glavnog projekta je ne{to vi{e od trimeseca, a wegova izrada se o~ekuje krajem marta 2010. godine.

46

"Translation of address into address code" Project

In accordance with the implementation plan of the "Translation of ad-dress into address code" Project, the following activities were per-formed:• The action plan adopted by NIP has been completely realised, allplanned acquisitions and activities have been performed. Promotionof the Project is continuing in 2010, with an emphasis on natural en-tities;

• Cooperation with customers who implemented PAC has been con-tinued, and application of the defined sorting plan is being monitored;

• Work on implementation of address code has been continued withkey accounts, with whom an agreement has been achieved relatedto the application of PAC;

• At the end of 2009, strategic cooperation was realised with EPS,which should in 2010 enable collection of postal items of all com-panies for electric power distribution sorted by delivery post officesand regions along with application of PAC;

• Work with "Key Accounts" enabled items originating from Telekom,Infostan (Utility Company), EPS, Postal Savings Bank, CDS, MTSand some banks, to "skip" the sorting phase, which facilitates oper-ations in PCs for 40%.

"Development of geographic information system" Project

During 2009, an application was created for centralised input of GISdata: post offices, mail boxes, streets, districts, PACs and buildings.Aimed at creation of conditions for optimal planning of the postal net-work capacities and organisation of business processes in all phasesof postal items transport, the data from GIS are connected with otherdata used in the Enterprise (Post Base, PTT Statistics, SAP, Territoryand other).

Working units' coordinators have finished position vectoring of all postoffices, mailboxes and delivery regions on the map of Serbia, as wellas of 90% of PACs and 50% residential and business objects.

The GIS project is also being developed through cooperation with thirdparties — during 2009 161,605 of data related to spatial position of housenumbers have been delivered to "Telekom Srbija" and the City of Ni{.

"Automatic Vehicles Tracking" Project

System of Automatic Vehicles Tracking (ACT) has been in intensive usethroughout the year 2009 for tracking and control of 620 vehicles in tech-nological phases of postal items transport in accordance with prescribedprocedures.

Projekat “Translacija adrese u adresni kod”

U skladu sa planom implementacije Projekta “Translacija adreseu adresni kod” izvr{ene su slede}e aktivnosti:• U potpunosti je realizovan akcioni plan koji je usvojen odstrane NIP-a, sprovedene su sve planirane nabavke i aktivnosti. U 2010. godini nastavqa se promocija Projektasa akcentom na fizi~ka lica;

• Nastavqena je saradwa sa korisnicima koji su implementi-rali PAK i prati se primena definisanog plana sortirawa,

• Kontinuiran je rad na implementaciji adresnog koda sa ve-likim korisnicima sa kojima je postignuta saglasnost o pri-meni PAK-a;

• Krajem 2009. godine realizovana je strate{ka saradwa saEPS-om koja bi u 2010. godini trebala da omogu}i prijempo{iqaka svih privrednih dru{tava za distribuciju elek-tri~ne energije sortiranih po dostavnim po{tama i rejonimauz primenu PAK-a;

• Rad sa “velikim korisnicima” omogu}io je da po{iqke sa pri-menom PAK-a kao {to su po{iqke Telekoma, Infostana, EPS-a, Banke Po{tanske {tedionice, KDS-a, MTS-a i pojedinihbanaka “preska~u” fazu prerade {to rastere}uje rad PC-a za 40%.

Projekat “Razvoj geografskog informacionog sistema”

U toku 2009. godine kreirana je aplikacija za centralizovaniunos GIS podataka: po{te, po{tanski sandu~i}i, ulice, rejoni,PAK-ovi i zgrade. U ciqu stvarawa uslova za optimalno plani-rawe kapaciteta po{tanske mre`e i organizovawe poslovnihprocesa u svim fazama prenosa po{tanskih po{iqaka podaci izGIS-a povezani su sa ostalim podacima koji se koriste u Pre-duze}u (Baza po{ta, PTT Statistika, SAP, Teritorija i dr.).

Koordinatori radnih jedinica su na mapi Srbije zavr{ili vek-torizaciju pozicija svih po{ta, po{tanskih sandu~i}a idostavnih rejona, 90% PAK-ova i 50% stambenih i poslovnihobjekata.Projekat GIS-a se razvija i kroz saradwu sa tre}im licima —tokom 2009. godine “Telekomu Srbija” i gradu Ni{u isporu~enoje 161.605 podataka o prostornom polo`aju ku}nog broja.

Projekat “Automatskog pra}ewa vozila”

Sistem Automatskog pra}ewa vozila (APV) u 2009. godini in-tenzivno je kori{}en u pra}ewu i kontroli 620 vozila utehnolo{kim fazama prenosa po{tanskih po{iqaka na osnovupropisanih procedura.

47

By analysis of the ACT system application, it has been established thatthe covered distance in kilometres has been decreased for 8% with ve-hicles in the ACT system. In 2010, realisation of the third phase of the project is planned, i.e. spread-ing of the system on to the rest of 480 vehicles used in technology of in-troduction of new options (measurement of fuel quantity in the tank,connection of information between the vehicle and the driver, and other).

Motor pool and postal equipment

During the year 2009, 113 vehicles were purchased (43 delivery vehicles,32 cargo vehicles i 38 passenger vehicles, as well as 326 bicycles.

By the change of the motor pool structure, i.e. by orientation towardslight delivery-cargo vehicles, the Enterprise is enabled to continue withspreading of all types of services — not only of the post-express serv-ice, but also of all types of collection, transport and delivery of postalitems, as well as of new services in the form of offering of variouspostal-logistic packages.

On December 31, 2009 the Company motor pool had 1,400 vehicles:

Analizom primene sistema APV-a utvr|eno je da je pre|ena kilo-metra`a kod vozila koja su u APV sistemu smawena za 8%.U 2010. godini planirana je realizacija tre}e faze projekta,odnosno pro{irewe sistema na preostalih 480 vozila koja se ko-riste u tehnologiji i uvo|ewe novih opcija (merewe koli~inegoriva u rezervoaru, povezivawe informacija izme|u vozila ivoza~a i dr.).

Vozni park

Tokom 2009. godine realizovana je nabavka ukupno 113 vozila(43 dostavnih, 32 teretnih i 38 putni~kih), kao i 326 bicikala.

Izmenom strukture voznog parka, odnosno orijentacijom na lakadostavno-teretna vozila, Preduze}e je osposobqeno za nastavak{irewa svih vrsta usluga, kako usluge post-ekspres, tako i svihvrsta prijema, transporta i dostave po{tanskih po{iqaka, kaoi novih usluga u vidu pru`awa raznih po{tansko-logisti~kihpaketa.

Na dan 31. 12. 2009. godine vozni park Preduze}a imao je 1.400vozila:

48

%

109876542 31

10,75

4,84

2,96

3,82

3,90100,0

24,3

37,0

38,6

0,111,02

4,73

2,23

4,55

3,85

1

539

517

339

1.396

2

689

538

359

1.5885,11

3,28

1,86

6,72

9,50 0,1

100,0

43,4

33,9

22,6

1.258 100,0

314

402

540

2 0,2

25,0

31,9

42,9

2006.2006

2007.2007

2008.2008

2009.2009

VRSTA VOZILAVEHICLE TYPE

BrojvozilaNo. ofvehicles

Prose~nastarostAverageage

UKUPNOTOTAL

Teretna vozilaTrucks

Dostavna vozilaDelivery vehicles

Putni~ka vozilaPassenger vehicles

AutobusiBuses

11 12 13

%

BrojvozilaNo. ofvehicles

Prose~nastarostAverageage

%

BrojvozilaNo. ofvehicles

Prose~nastarostAverageage

%

BrojvozilaNo. ofvehicles

Prose~nastarostAverageage

11,8

5,23

3,75

4,25

4,45100,0

25,1

39,2

35,6

0,11

499

548

352

1.400

10.750.111.02 129.50 0.12 0.2 11.80.11

4.8438.64.73 5396896.72 43.4540 42.9 5.2335.6499

2.9637.02.23 5175381.86 33.9402 31.9 3.7539.2548

3.8224.34.55 3393593.28 22.6314 25.0 4.2525.1352

3.90100.03.85 1,3961,5885.11 100.01,258 100.0 4.45100.01,400

Average age of the motor pool has been increased for half a year andit reached 4.45 years per vehicle, which is within the tolerance limitsof the vehicle age/maintenance costs ratio.

During the year 2009, 496 transports went out of use, 84 of which ve-hicles, 406 mopeds and bicycles, the rest including trailers, tractors,fork lifts etc. During vehicle liquidation sales process 96 vehicles, 18trailers, 337 mopeds and bicycles and were sold. Donation of 21 ve-hicles to families with several children, who live in distant settlements,and to various other charity organisations, was delivered.

Postal equipment

In 2009 acquisition of parcel and letter-parcel scales was realised, aswell as of postal depots, steel strongboxes, archive lockers, PP lac-ing machines for postal items, palettes packing machines, table ma-chines for application of date-stamps, cashier and counter moneycounting machines, chairs for registrars, chairs with delivery tables,means for queuing lines (pillars and holders), money sorters and plas-tic containers for postal items transport, as well as acquisition of semifinished products (leads, rope, safety labels, PP laces).

The named equipment of postal technology were acquired in the func-tion of the planned renewal and improvement of postal technology, allaimed at more reliable functioning of the postal system.

Postal technology

Activities related to implementation of a new technological informationsystem Post-TIS have been continued in 2009. First modules relatedto collection of items and money transactions were made, a testingsystem was formed and technological testing was launched.

Planned activities related to changes of Post-net applications which sortour reserved and non-reserved service are realised, and business op-erations in post offices is being adjusted to the Law on Postal Serv-ices, as well as activities related to the change of the Post-netapplication which automates performance of contractual counters whichdo not have satisfactory communication link with the system. A seriesof improvements was introduced in the Post-net system (introductionof a new income item, connection of statuses assigned in the phaseof delivery with statuses in T&T, and other).

Prose~na starost voznog parka je pove}ana za pola godine idostigla je 4,45 godine po vozilu, {to je u granicama tole-rancije odnosa starost vozila/cena odr`avawa.

Tokom 2009. godine rashodovano je 496 transportnih sredstava,od ~ega 84 vozila, 406 mopeda i bicikala, a ostalo suprikqu~na sredstva, traktori, viqu{kari itd. U procesu likvi-dacije vozila prodato je 96 vozila, 18 prikqu~nih sredstava,337 mopeda i bicikala. Sprovedena je donacija 21 vozilaporodicama sa vi{e dece koja `ive u udaqenim naseqima iraznim humanitarnim organizacijama.

Po{tanska sredstva

Tokom 2009. godine realizovana je nabavka paketskih i pis-monosno-paketskih vaga, po{tanskih depoa, ~eli~nih kasa,arhivskih ormana, ma{ina za vezivawe po{iqaka PP trakom,ma{ina za pakovawe paleta, stonih ma{ina za `igosawe, blagajni~kih i {alterskih ma{ina za brojawe novca, stolica zakartiste, stolica uz dostavne stolove, sredstava za formiraweredova ~ekawa (stubi}a i holdera), klasera za novac iplasti~nih posuda za prenos po{tanskih po{iqaka, kao inabavka repromaterijala (plombe, kanap, sigurnosne zatvornice,PP trake).

Navedena sredstva po{tanske tehnologije nabavqena su u funkciji planirane obnove i unapre|ivawa po{tansketehnologije, a u ciqu pouzdanijeg funkcionisawa po{tanskogsistema.

Po{tanska tehnologija

Tokom 2009. godine nastavqene su aktivnosti na implementacijinovog tehnolo{ko-informacionog sistema Post-TIS. Napravqenisu prvi moduli koji se odnose na prijem po{iqaka i nov~anoposlovawe, oformqen je testni sistem i zapo~eto je tehnolo{kotestirawe.

Realizovane su planirane aktivnosti na izmeni Post-net ap-likacije kojom se razvrstavaju rezervisani i nerezervisani servisi poslovawe u po{tama uskla|uje sa Zakonom o po{tanskim us-lugama, kao i aktivnosti na izmeni Post-net aplikacije kojom se au-tomatizuje poslovawe ugovornih {altera koji nemaju zadovoqavaju}ukomunikacionu vezu sa sistemom. Sproveden je niz poboq{awaPost-net sistema (uvo|ewe nove stavke prihoda, povezivawe sta-tusa dodeqenih u fazi uru~ewa sa statusima u T&T-u i dr.).

49

In order to remove the noted omissions in realisation of the inward andoutward EMS service, activities have been performed related to in-creased and permanent control and education of the employees, whichresulted in raise of quality of the EMS service over the level requiredby the Postal Technology Centre of the Universal Postal Union. Ap-plicative changes have been performed by which intake of non-stan-dard and non-existing marks was eliminated, and permanent controlof work in the fields has been established.

In the context of preparations for provision of technical preconditionsfor inclusion of registered items into the Track&Trace tracking process,acquisition of two industrial bar-code printers was realised for the pur-pose of mass printing of bar-code stickers.

Activities of collection, recording, tracking and distribution of hand-heldmobile terminals to servicing have been organised in 2009 (117 ofhand-held mobile terminals were fixed and put into function).

U ciqu otklawawa uo~enih propusta u realizaciji EMS uslugeu dolazu i u polazu, sprovedene su aktivnosti na poja~anoj ipermanentnoj kontroli i edukaciji zaposlenih, koje su rezulti-rale podizawem kvaliteta EMS usluge preko nivoa zahtevanogod Centra za po{tansku tehnologiju Svetskog po{tanskog saveza.Izvr{ene su aplikativne izmene kojima je eliminisan unos ne-standardnih i nepostoje}ih oznaka i uspostavqena konstantnakontrola rada na terenu.

U sklopu priprema za obezbe|ivawe tehni~kih preduslova zaukqu~ivawe preporu~enih po{iqaka u proces pra}ewaTrack&Trace realizovana je nabavka dva industrijska bar kod{tampa~a za masovnu {tampu bar kod nalepnica.

Tokom 2009. godine organizovani su poslovi prijema, evidenti-rawa, pra}ewa i distribucije mobilnih ru~nih terminala kojise upu}uju na servisirawe (popravqeno je i stavqeno u funkciju117 mobilnih ru~nih terminala).

50

KVALITET PO[TANSKOG SAOBRA]AJA

QUALITY OF POSTAL TRAFFIC

6. QUALITY OF POSTAL TRAFFIC

Deadlines for postal items transport and delivery

Regarding the way of measurement of postal items transport and de-livery, the Enterprise has made a significant step forward in the year2009. The AMQM system was implemented (system for automaticmeasurement of postal items transport time) which consists of hard-ware (exciters, readers, transponders, servers) and software (two ap-plications for data processing and creation of reports) parts. Test-letterssending system with transponders is functioning through a network ofinternal panellists which cover the entire territory of the Republic ofSerbia.

In July 2009 the AMQM system started operating. The testing phasecomprised two months (July ¯ August), and in September the systemexploitation phase started. Data indicate that 1,500 to 2,000 test-let-ters can be found in the flow per month, mostly with transponders, andresults become better and better each month.

6. KVALITET PO[TANSKOG SAOBRA]AJA

Vreme prenosa i uru~ewa po{iqaka

U pogledu na~ina merewa vremena prenosa i uru~ewa po{iqakaPreduze}e je u 2009. godini napravilo zna~ajan iskorak napred.Implementiran je AMQM sistem (sistem za automatsko merewevremena prenosa pismonosnih po{iqaka) koji se sastoji od hard-verskog (pobu|iva~i, ~ita~i, transponderi, serveri) i softver-skog (dve aplikacije koje slu`e za obradu podataka i izraduizve{taja) dela. Sistem slawa test-pisama sa transponderimafunkcioni{e putem mre`e internih panelista koji pokrivaju~itavu teritoriju Republike Srbije.

Od jula 2009. godine AMQM sistem je startovao sa radom, testfaza je obuhvatala dva meseca (jul ¯ avgust), a od septembra jepo~ela faza eksploatacije sistema. Podaci pokazuju da semese~no u tokovima na|e od 1.500 do 2.000 test-pisama, prete`nosa transponderima, a rezultati su iz meseca u mesec sve boqi.

Prose~no vreme prenosa i uru~ewa test pisama po mesecima uformi D+broj dana

1,151.15

1,201.20

1,251.25

1,301.30

1,351.35

1,401.40

1,451.45

1,501.50

1,551.55

septembarSeptember

jul-avgustJuly-August

oktobarOctober

novembarNovember

decembarDecember

1,421.42

1,481.48

1,531.53

1,351.35

1,281.28

52

Prose~no vreme prenosa i uru~ewa test-pisama po mesecima u formi D+broj dana / Average time of test-letters transport and deliveryby months in the form D+number of days

Vreme prenosa i uru~ewa test pisama u roku D+1 danaPlanirani ciqevi za 2009. godinu u pogledu poboq{awa rokovaprenosa po{iqaka zna~ajno su prema{eni — planirano je da seu roku D+1 dan ostvari 50%, a ostvareno je preko 70%, dok jeza rok D+2 dana trebalo ostvariti 75%, a ostvareno je 92,16%uspe{nog uru~ewa.

Average time of test-letters transport and delivery by months in the

of test-letters transport and delivery in D+2 days Goals planned for 2009 regarding the improvement of deadlines for thetransport of postal items are significantly exceeded — it was plannedto realise 50% within the D+1 deadline, and over 70% was realised,while for the D+2 deadline 75% were supposed to be realised, andthere were 92.16% of successful deliveries.

68,46%68.46%

64,14%64.14%

68,61%68.61%

72,91%72.91%

77,80%77.80%

50%

55%

60%

65%

70%

75%

80%

jul-avgustJuly-August

septembarSeptember

oktobarOctober

novembarNovember

decembarDecember

92,25%92.25% 90,82%

90.82%

87,25%87.25%

94,96%94.96%

96,12%96.12%

100%

98%

96%

94%

92%

90%

88%

86%

84%

82%

80%jul-avgustJuly-August

septembarSeptember

oktobarOctober

novembarNovember

decembarDecember

53

Vreme prenosa i uru~ewa test-pisama u roku D+1 dana / Time of test-letters transport and delivery in D+1 day

Vreme prenosa i uru~ewa test-pisama u roku D+2 dana / Time of test-letters transport and delivery in D+2 day

If we take a look at the annual average results for the period 2006 —2009, which are given in the following table, it should be taken intoconsideration that in the course of the previous years the transporttime was being measured "manually", without transponders, with asmaller sample of test-letters, smaller number of panellists and differ-ent sending matrix, than it was in 2009.

Overview of speed and reliability of test-letters'

During the year 2009 the test-letters transport and delivery time wassignificantly improved, i.e. significant progress was made aimed at de-crease of the transport time and removal of the noticed system defi-ciencies. Increase in quality regarding speed and reliability of postalitems transport, began in the second half of 2008, and is permanentlyimproving since then. With the use of AMQM system, all this wasonly upgraded and improved.

Ostvarewe ciqeva u 2009. godini

Kada posmatramo prose~ne godi{we rezultate za period 2006 —2009. godine, koji su dati u narednoj tabeli, treba podsetiti daje prethodnih godina merewe vremena prenosa ra|eno “ru~no”bez transpondera, sa mawim uzorkom test-pisama, mawim brojem panelista i druga~ijom matricom slawa nego u 2009. godini.

Pregled brzine i pouzdanosti prenosa i uru~ewatest pisama po godinama

Tokom 2009. godine vreme prenosa i uru~ewa test-pisama jeznatno popravqeno, odnosno u~iwen je zna~ajan napredak u ciqusmawewa vremena prenosa i otklawawa prime}enih nedostatakasistema. Rast kvaliteta u pogledu brzine i pouzdanosti prenosapo{iqaka po~eo je u drugoj polovini 2008. godine i od tada sekonstantno poboq{avao, {to je u 2009. godini, sa kori{}ewemAMQM sistema, samo nadogra|eno i poboq{ano.

50%50%

70,18%70.18%

92,16%92.16%

75%75%

100%

D + 1D + 1

D + 2D + 2

90%

80%

70%

60%

50%

40%

30%20%10%

0%

2006.2006

2007.2007

2008.2008

2009.2009

GODINAYEAR

D+1 danD day+1

D+broj danaD number of days+

D+2 danaD days+2

30,96%30.96%

63,60%63.60%

35,13%35.13%

66,80%66.80%

2,49%2.49%

44,14%44.14%

74,04%74.04%

2,11%2.11%

70,18%70.18%

92,16%92.16%

1,42%1.42%

54

Ostvarewe ciqeva u 2009. godini / Realisation of goals in the year 2009

Pregled brzine i pouzdanosti prenosa i uru~ewa test-pisama po godinama / Overview of speed and reliability of test-letter’s transportand delivery by years

Safety of postal items

Safety analysis of domestic items was performed on the basis of the

receiving post offices data regarding the total volume of lost recorded

items, receiving and delivery post offices data regarding the total vol-

ume of rifled and damaged items, and working units and Division data

regarding the total number and sum amount of indemnities paid out

to the postal service customers.Overview of lost, rifled or damaged items in domestic postal traffic

Bezbednost po{iqaka

Analiza bezbednosti po{iqaka u unutra{wem po{tanskom sao-bra}aju izvr{ena je na osnovu podataka prijemnih po{ta o ukup-nom broju izgubqenih registrovanih po{iqaka, podatakaprijemnih i isporu~nih po{ta o ukupnom broju orobqenih io{te}enih po{iqaka i podataka radnih jedinica i Direkcije oukupnom broju i iznosu ispla}enih naknada {tete korisnicimapo{tanskih usluga.

Pregled broja izgubqenih, orobqenih ili o{te}enih po{iqaka

8

0

8

0

1.

2.

3.

4.

01

01

11

69

00

79

2008.

2008

2009.

2009

88

00

01

01

11

69

00

79

izgubqeno na 100.000 po{iqakalost per 100,000 items

orobqeno ili o{te}eno na 100.000 po{iqakarifled or damaged per 100,000 items

VRSTA PO[IQKE

TYPE OF ITEM

PREPORU^ENE PO[IQKEREGISTERED ITEMS

VREDNOSNA PISMAINSURED LETTERS

PAKETIPARCELS

EKSPRES PO[IQKEEXPRESS ITEMS

orobqeno ili o{te}eno na 100.000 paketarifled or damaged per 100,000 parcels

izgubqeno na 100.000 paketalost per 100,000 parcels

izgubqeno na 100.000 po{iqakalost per 100,000 items

orobqeno ili o{te}eno na 100.000 po{iqakarifled or damaged per 100,000 items

izgubqeno na 100.000 po{iqakalost per 100,000 items

orobqeno ili o{te}eno na 100.000 po{iqakarifled or damaged per 100,000 items

55

Pregled broja izgubqenih, orobqenih ili o{te}enih po{iqaka u unutra{wem po{tanskom saobra}aju / Overview of lost, rifled ordamaged items in domestic postal traffic

The table shows that on 100,000 of collected items, the number of lostregistered items, parcels and express items remained on the levelfrom the year 2008, while the number of the lost insured letters is de-creased. Also, for insured letters, parcels and express items, reduc-tion of number of rifled and damaged items is recorded, while theregistered items remained on the level from the year 2008.

In 2009, the total number of paid indemnities increased from 1,008 in2008 to 1,455, i.e. for 44%. Also, the total amount of paid indemni-ties increased from 1.2 million RSD (as it was in 2008) to 1.7 millionRSD in 2009. In the structure of paid indemnities registered itemsdominate (645 items, total paid amount of 312.2 thousand RSD) whichwere in the same dispatch, and which were, most probably, mistak-enly discarded along with manipulative documents.

Overview of paid indemnities by the type of items

Overview of paid indemnities by the type of itemsThe graph indicates that the greatest number of indemnities was paidfor the lost items 90.1%, out of which even 88.9% for the lost regis-tered items.

Iz tabele se uo~ava da je na 100.000 primqenih po{iqaka brojizgubqenih preporu~enih po{iqaka, paketa i ekspres po{iqakana nivou iz 2008. godine, dok je broj izgubqenih vrednosnihpisama smawen. Tako|e, za vrednosna pisma, pakete i eksprespo{iqke je zabele`eno smawewe broja orobqenih i o{te}enihpo{iqaka, dok su preporu~ene po{iqke na nivou iz 2008. go-dine.

Tokom 2009. godine pove}an je ukupan broj ispla}enih naknada{tete sa 1.008 u 2008. godini na 1.455, odnosno za 44%. Istotako, pove}an je ukupan iznos ispla}ene naknade {tete sa 1,2miliona dinara, koliko je iznosio u 2008. godini, na 1,7 milionadinara u 2009. godini. U strukturi isplata naknade {tete do-miniraju preporu~ene po{iqke (645 po{iqke, ukupno pla}eniznos od 312,2 hiqada dinara) koje su bile u istom zakqu~ku, akoje su, najverovatnije, gre{kom rashodovane sa manipulativnimispravama.

Pregled ispla}enih naknada za po{iqke po razlozima isplatePregled ispla}enih naknada {tete po vrstama po{iqaka

Iz grafikona se uo~ava da je najve}i broj naknada {teteispla}en za izgubqene po{iqke 90,1%, a od toga za izgubqenepreporu~ene po{iqke ~ak 88,9%.

0%

20%

40%

60%

80%

83,1%83.1%

90,1%90.1%

9,7%9.7% 3,4%

3.4%

6,5%6.5% 3,0%

3.0% 0,6%0.6%

1,0%1.0%

2,5%2.5%

100%

Izgubqene po{iqkeLost items

O{te}ene po{iqkeDamaged items

Orobqene po{iqkeRifled items

Zaplewene po{iqkeSeized items

2008

2009

Prekora~eweroka prenosa

Deadlineoverpass

56

Pregled ispla}enih naknada {tete za po{iqke po razlozima isplate / Overview of paid indemnities for items by the reasonsfor payment

In 2009, 49 indemnities were paid for the damaged items (out of which40 indemnities related to post-express items) and 39 indemnities forpost express items with the exceeded transport deadline. The numberof paid indemnities for items seized by UNMIK customs officials in-creased from 17 in 2008 to 37 in 2009, out of which 34 were postexpress items.

In 2009 total of 56 indemnities were paid on the account of the En-terprise for items in international traffic, whereas in 2008 only nine in-demnities were paid. Total amount of paid indemnities was 807.6thousand RSD. The greatest number of paid indemnities related to in-sured letters from Montenegro, which as transit items was sent toMacedonia.

Safety of items in domestic traffic is improved, while in the interna-

tional traffic it came to a significant setback of safety, above all due

to the insured items in transit through our country.

Tokom 2009. godine ispla}eno je 49 naknada {tete za o{te}enepo{iqke (od toga 40 naknada se odnosilo na post-eksprespo{iqke) i 39 naknada {tete za post-ekspres po{iqke za kojeje prekora~en rok prenosa. Pove}an je i broj ispla}enih naknada{tete za po{iqke zaplewene od strane Unmik carine sa 17 u2008. godini na 37 u 2009. godini, od kojih su 34 post-eksprespo{iqke.

Tokom 2009. godine ispla}eno je ukupno 56 naknada {tete nateret Preduze}a za po{iqke u me|unarodnom saobra}aju dok jeu 2008. godini bilo ispla}eno samo devet naknada. Ukupni iznosispla}ene naknade iznosio je 807,6 hiqada dinara. Najve}i brojispla}enih naknada odnosio se na vrednosna pisma iz Crne Gorekoje su kao tranzitne po{iqke otpremane u Makedoniju.

Bezbednost po{iqaka u unutra{wem saobra}aju je poboq{ana,dok je u me|unarodnom po{tanskom saobra}aju do{lo do znatnogpogor{awa bezbednosti, pre svega, zbog pisama sa ozna~enomvredno{}u u tranzitu preko na{e zemqe.

0,9% / 0.9%

9,1% / 9.1%

1,0% / 1.0%

88,9% / 88.9%

Vrednosni paketi / Insured parcels

Post-ekspres po{iqke / Post express items

Vrednosna pisma / Insured letters

Preporu~ene po{iqke / Registered items

57

Pregled ispla}enih naknada {tete po vrstama po{iqaka / Overview of paid indemnities by the type of items

Quality of money services

Quality of money services was improved in 2009 and it reflects in thefollowing:

• Complaints due to loss of money orders are eliminated

• Payments and discharges in post offices were executed without prob-

lems

• Reports on quality segments of money orders were created regularly,

in order to affect the quality of services to the maximum.

Most of the services are performed in automated post offices, whichenable a quality monitoring and management of money services:

• In 2009 there were 2,424 wrong payments by the Payment order,

which were recorded and solved, which is 0.05% compared to total

number of received payment orders. Out of the total number of

wrong payments, worker's mistake make about 17%, while the mis-

takes of the persons who made payments, closed accounts and

other make 83%

• 8,371 complaints have been recorded and solved (collection of bills

for key accounts) which makes about 0.15% out of the total num-

ber of collected bills in post offices.

Kvalitet nov~anih usluga

U 2009. godini unapre|en je kvalitet nov~anih usluga {to seogleda u slede}em:• Eliminisane su reklamacije usled gubitaka uputnica• Uplate i isplate u po{tama vr{ene su bez problema• Redovno su kreirani izve{taji o segmentima kvalitetanov~anih usluga u nameri da se maksimalno uti~e na kvalitetusluga.

Ve}ina usluga se obavqa u automatizovanim po{tama {toomogu}ava kvalitetno pra}ewe i upravqawe nov~anim uslugama:

• U 2009. godini bilo je 2.424 pogre{ne uplate Nalogom za up-latu, koje su evidentirane i re{ene, {to iznosi 0,05% uodnosu na ukupan broj primqenih naloga za uplatu. Od ukupnogbroja pogre{nih uplata gre{ke radnika ~ine oko 17%, dokgre{ke uplatilaca, uga{eni ra~uni i drugo ~ine 83%

• Evidentirana je i re{ena 8.371 reklamacija (naplata ra~una zavelike korisnike) {to iznosi oko 0,15% od ukupnog brojanapla}enih ra~una u po{tama.

58

7. REALISATION OF BUSINESS ACTIVITIES

During 2009, important activities were oriented toward amelioration ofpostal services and provision of conditions for introduction of the im-proved planned quality of letterpost, parcel, express and financial serv-ices, in the aim of meeting the customers' needs and increasing theCompany's profit.

The following activities were carried out:

• At the beginning of 2009, service of Takeover and delivery ofparcels in delivery post offices was realised with the "Avon"(takeover — unloading of "Avon" parcels from delivery vehicles, de-livery of the parcels at the Point and keeping for delivery within thedeadline, and in case of a non-delivery of a postal item, return ofthe parcel to "Avon"). This service was performed in 92 post officesand 27 postal traffic working units;

• Market research of parcel and express services in the country andin the region has highlighted an increased presence of competitorcompanies in this market segment, as well as the need for a moreflexible approach in creating and positioning the existing services.In that sense, the scope of parcel services was widened by intro-duction of the Business parcel service, which meant a swift trans-fer of a parcel with over 10 kg of weight and most up to 50 kg(parcel is taken over at the address of the consignor, and is trans-ferred and delivered to the address of the recipient on the follow-ing working day from the day of reception);

• Postal-logistic parcel service has been introduced. It comprises aset of services of marketing, transportation-logistic, postal, money,and information nature. By introducing this service, customer’s needfor a wide scope of logistic services is satisfied (orders sorting, prod-ucts ordering, transportation and storage of the products, commis-sioning, packing, equipping and transfer of parcels, creation offollowing documentation, as well as the returned parcels procedure).The application of the service began with the "Company of Text-books", and in the second half of 2009, cooperation was spread toother publishing houses;

• In order to improve operating technologies of the existing and in-troduction of new technologies in 2009 and in accordance with theLaw on Postal Services, verified international provisions, other pro-visions and general acts of the Enterprise, proposals for the Rule-book in the PE of PTT Communications "Srbija" have been created:on offering of parcel services, on handling of post express items indomestic postal traffic, on handling the EMS items in internationalpostal traffic, on handling defective postal items, on complaint pro-cedure and keeping of postal documents, on domestic orders flow,

7. REALIZACIJA POSLOVNIH AKTIVNOSTI

Tokom 2009. godine zna~ajne aktivnosti bile su usmerene ka unapre|ewu po{tanskih usluga i obezbe|ivawu uslova za ostvarivawe i poboq{awe projektovanog kvaliteta pismonosnih,paketskih, ekspres i nov~anih usluga, a u ciqu zadovoqewapotreba korisnika i pove}awa profita Preduze}a.

Sprovedene su slede}e aktivnosti:

• Po~etkom 2009. godine usluga Preuzimawe i isporuka paketau isporu~nim po{tama realizovana je sa “Ejvonom” (preuzimawe —istovar “Ejvonovih” paketa sa dostavnih vozila, isporuku paketana Punktu i ~uvawe radi isporuke do propisanog roka, kao i uslu~aju neuru~ewa, vra}awe paketa “Ejvonu”). Ova usluga seobavqala u 92 po{te i u 27 radnih jedinica po{tanskog sao-bra}aja;

• Istra`ivawe tr`i{ta paketskih i ekspres usluga u zemqi iregionu ukazalo je na poja~ano prisustvo konkurentskih kom-panija u ovom tr`i{nom segmentu i potrebu za fleksibilni-jim pristupom u kreirawu i pozicionirawu postoje}ih usluga.U tom smislu, asortiman paketskih usluga je pro{irenuvo|ewem usluge Biznis paket koja podrazumeva brz prenospaketa mase preko 10 kg, a najvi{e do 50 kg (paket se preuz-ima na adresi po{iqaoca, prenosi se i uru~uje na adresu pri-maoca narednog radnog dana od dana prijema);

• Uvedena je usluga Po{tansko-logisti~ki paket koja po-drazumeva pru`awe seta usluga marketin{kog, transportno-logisti~kog, po{tanskog, nov~anog i informati~kog karaktera.Uvo|ewem ove usluge zadovoqava se potreba korisnika za{irokim spektrom logisti~kih usluga (obrada poruxbina,naru~ivawe poru~enih proizvoda, prevoz i skladi{tewepreuzetih proizvoda, komisionirawe, pakovawe, opremawe iprenos paketa, sa~iwavawe prate}e dokumentacije, kao i pos-tupak sa vra}enim paketima). Usluga je po~ela da se primewujesa “Zavodom za uxbenike”, a u drugoj polovini 2009. godinesaradwa je pro{irena i na druge izdava~ke ku}e;

• Radi unapre|ewa tehnologije rada postoje}ih i uvo|ewa novihusluga u 2009. godini, u skladu sa Zakonom o po{tanskim uslugama,ratifikovanim me|unarodnim propisima, drugim propisima iop{tim aktima Preduze}a, ura|eni su predlozi Pravilnika u JPPTT saobra}aja “Srbija”: o pru`awu paketskih usluga, o postu-pawu sa post-ekspres po{iqkama u unutra{wem po{tanskom sao-bra}aju, o postupawu sa EMS po{iqkama u me|unarodnompo{tanskom saobra}aju, o postupawu sa neispravnim po{tanskim

60

on direct mail and domestic postal traffic, then a Rulebook for thePaid Reply service, while the Rulebook on postal items services isstill in the process of creation;

• Analysis of mobile terminals application in the technological processof collection and delivery of post express items has shown positiveresults in the form of resources engagement decrease of costs andtime needed for performance of working operations. The secondphase of application of mobile terminals has begun in the processof money services at the customer's address;

• In May 2009 on the express services market demand, a new serv-ice was introduced — Post express overall item which comprisesboth — collection and delivery of two to five items from the samesender (on the same address) for the same addressee (on the sameaddress) with a more favourable postal charge;

• Project of creation of the Web express application, which should en-able the express services users an efficient and comfortable processof service order via internet, is in the testing phase and its appli-cation in operative work is expected during the first quarter of 2010;

• At the beginning of July 2009, EMS service was introduced (ser-vice of express transfer of items in the international traffic) whencooperation was realised with countries in the region (Slovenia,Croatia, Macedonia and Montenegro). At the beginning of October,collection of EMS items started for destinations in 53 countries ofthe world, while in December cooperation was realised with the54th country — Bosnia and Herzegovina;

• In the course of 2009, specific contracts were closed about thetransfer of post express items which fulfil special requirements ofcustomers at delivery of items;

• Activities were realised on introduction of a new way of services ofWestern Union money orders. By a new technology which is in ef-fect as of October 1, 2009, continuity is provided in money collec-tion from abroad via Western Union money orders, but the serviceis also significantly improved because:

• the number of locations is increased from 127 to 1,206 of au-thorised post offices,

• sending of money abroad is enabled — for the first time in ourcountry without mediation of banks and obligation of opening aforeign currency account,

po{iqkama, o sprovo|ewu reklamacionog postupka i ~uvawupo{tanskih isprava, o unutra{wem uputni~kom prometu, o di-rektnoj po{ti u unutra{wem po{tanskom saobra}aju, zatimPravilnik za obavqawe usluge Pla}eni odgovor, dok je Pravil-nik o pru`awu pismonosnih usluga u postupku izrade;

• Analiza primene mobilnih terminala u tehnolo{ki procesprijema i dostave post-ekspres po{iqaka pokazala je pozi-tivne rezultate u vidu smawewa tro{kova anga`ovawaresursa i vremena potrebnog za obavqawe radnih operacija.Zapo~eta je i druga faza primene mobilnih terminala u pro-cesu pru`awa nov~anih usluga na adresi korisnika;

• U maju 2009. godine na zahtev tr`i{ta ekspres usluga uve-dena je nova usluga — Post-ekspres zbirna po{iqka koja po-drazumeva prijem i uru~ewe od dve do pet po{iqaka od istogpo{iqaoca (na istoj adresi) za istog primaoca (na istojadresi) uz povoqniju po{tarinu;

• Projekat izrade Web ekspres aplikacije, koja korisnicima ek-spres usluga treba da omogu}i efikasan i komforan procesupu}ivawa zahteva za uslugu putem Interneta, u fazi je testi-rawa, i wena primena u operativnom radu se o~ekuje u tokuprvog kvartala 2010. godine;

• Po~etkom jula 2009. godine uvedena je EMS usluga (usluga ek-spresnog prenosa po{iqaka u me|unarodnom saobra}aju) kadaje ostvarena saradwa sa zemqama u regionu (Slovenija,Hrvatska, Makedonija i Crna Gora). Po~etkom oktobra zapo~etje prijem EMS po{iqaka za destinacije u 53 zemqe sveta, dokje u decembru ostvarena saradwa i sa 54. zemqom — Bosnom iHercegovinom;

• U toku 2009. godine zakqu~eni su specifi~ni ugovori oprenosu post-ekspres po{iqaka koji ispuwavaju posebne za-hteve korisnika pri uru~ewu po{iqaka;

• Realizovane su aktivnosti na uvo|ewu novog na~ina pru`awausluga Western Union uputnica. Novom tehnologijom, koja je uprimeni od 1. 10. 2009. godine, obezbe|en je kontinuitet uprijemu novca iz inostranstva putem Western Union uputnica,ali je usluga i zna~ajno unapre|ena tako {to je:

• pro{iren broj lokacija sa 127 na 1.206 ovla{}enih po{ta,• omogu}eno slawe novca u inostranstvo — prvi put u na{ojzemqi bez posredstva banaka i obaveze otvarawa deviznihra~una,

61

• services of reception and sending are performed in the nationalcurrency — dinars,

• There is a possibility of paying out Western Union money ordersat the recipient's address.

The service is well accepted by customers and increase in turnover

is realised in comparison with the old working technology. For pro-

vision of conditions necessary for performance of these services, and

in cooperation with the National Bank of Serbia, law regulations in

the field of payment operations with foreign countries have been

changed;

• The money orders flow in 2009 was performed electronically, so

that apart from the decreased costs, complaints have also been

eliminated due to the physical loss of the money order in the trans-

fer process. Collection of money orders from legal entities is per-

formed electronically, so that the costs of collection are decreased;

• In 2009 there were 50 ATMs in function with the following services:

cash payout, account balance query, bills payment and prepaid

credit payment for users of mobile telephony and internet time for

PTT Net;

• Payment operations, i.e. payment of bills is one of the most mas-

sive money services of the Post which is conducted quickly, and ex-

penses for the payment operations are decreased due to consolidated

money transfer on the level of post offices and days. The most im-

portant partners are: Telekom, Infostan (Utility Company), Telenor

and organisational parts of EPS;

• At the end of 2009, there were 12 specialised Post shop counters

in function (sale of items and offering of certain services). Tempo-

rary Post shops are open during the "Serbia Open" tennis tourna-

ment and manifestation "Universiade 2009";

• In 2009 a commission sale of "shortened" assortment was launched

in post offices with presenters and glass showcases, which is cur-

rently being realised in 25 post offices, and another 50 are still

planned.

• usluge prijema i slawa vr{e se u nacionalnoj valuti — di-narima,

• mogu}nost isplate Western Union uputnica na adresi pri-maoca.

Usluga je dobro prihva}ena od strane korisnika i ostvaren jerast prometa u odnosu na staru tehnologiju rada. Zaobezbe|ewe uslova za vr{ewe ovih usluga, u saradwi sa Nar-odnom bankom Srbije, izmewena je zakonska regulativa izoblasti platnog prometa sa inostranstvom;

• Promet po{tanskih uputnica u 2009. godini vr{io se u elek-tronskoj formi, tako da su pored smawenih tro{kovaelimnisane i reklamacije zbog fizi~kog gubitka uputnice uprocesu prenosa. Prijem po{tanskih uputnica od pravnih licavr{i se elektronski, tako da su smaweni tro{kovi prijema;

• U toku 2009. godine u funkciji je bilo 50 bankomata na kojimase pru`aju usluge: isplate gotovine, upit stawa, pla}awera~una i dopune pripejd kredita korisnika mobilne tele-fonije i internet-vremena za PTT Net;

• Platni promet, odnosno naplata ra~una je jedna od naj-masovnijih nov~anih usluga Po{te koja se sprovodi brzo, atro{kovi platnog prometa su smaweni zbog objediwenogprenosa novca na nivou po{te i dana. Najzna~ajniji part-neri su: Telekom, Infostan, Telenor i organizacioni de-lovi EPS-a;

• Na kraju 2009. godine u funkciji je bilo 12 specijalizovanihpost-{op {altera (prodaja artikala i pru`awe odre|enih us-luga). Privremeni post-{opovi otvoreni su za vreme organi-zovawa teniskog turnira “Serbia Open” i manifestacije“Univerzijada 2009”;

• U toku 2009. godine pokrenuta je komisiona prodaja “skra}enog”asortimana u po{tama sa prezenterima i vitrinama, koja setrenutno realizuje u 25 po{ta, a u planu je u jo{ 50 po{ta.

62

8. REALISATION OF STRATEGIC OBJECTIVES

By strategic measures for 2009 startup, development or ending of thepreviously initiated projects was anticipated, contained in eight basicstrategic objectives which were realised in 2009 with a success rateof 76%.

• Enterprise restructuring — based on the defined restructuring pro-gram in 2009, organisational transformation was conducted of theWU of Publishing Industry into WU "Hybrid Mail" and WU "AutoService" into WU "Postal Transportation Logistics";

• Development of core activities — due to decreased financial poten-tials at disposal for investments into technical and technological de-velopment and realisation of the selected projects, courses ofdevelopment of the core activities in 2009, which comprised inten-sive investment activity, are realised in a slower dynamics from theexpected one, which affected the realisation of the other objectives.In that sense, finalisation of project activities in the function of au-tomation and modernisation of the existing resources has fallen be-hind, while projects in the function of increase of safety and securityof the existing resources are partly realised;

• Internal efficiency increase — most of the established strategic op-erations in the function of internal efficiency improvement are re-alised, such as: application of measures of internal reorganisationand rationalisation of business processes, establishment of the sys-tem of continuous improvement of services quality and improve-ment of the entire Enterprise performance. Part of the projectedactivities based on the investment support and development of tech-nical and technological base is not entirely realised — realisation ofthe Project of the Main postal centre is left out, which resulted inan incomplete rationalisation of expenditures of variable nature inthe phase of postal items sorting, decrease of number of sortingpoints and automation of the entire sorting phase;

• Basic service quality improvement — in 2009 numerous activitieswere either realised or launched in the function of postal processesquality improvement, especially of the postal items delivery processquality. Realisation of the projected activities in the field of intro-duction of integral quality system and complete standardisation ofbusiness processes has fallen behind, so that starting with 2010 aneed will arise for intensifying of activities related to the improvementof overall quality of the basic service;

8. REALIZACIJA STRATE[KIH CIQEVA

Strate{kim merama za 2009. godinu bilo je predvi|enozapo~iwawe, razvoj ili okon~awe ranije zapo~etih projekata,sadr`anih u osam bazi~nih strate{kih ciqeva, koji su u 2009.godini realizovani sa stopom uspeha od 76%.

• Restrukturirawe Preduze}a — na osnovu definisanog pro-grama restrukturirawa u 2009. godini izvr{ena je organiza-ciona transformacija RJ za izdava~ku delatnost u RJ“Hibridna po{ta” i RJ “Auto servis” u RJ “Po{tansko-trans-portna logistika”;

• Razvoj osnovne delatnosti — usled umawenih finansijskih po-tencijala raspolo`ivih za ulagawa u tehni~ko-tehnolo{kirazvoj i realizaciju odabranih projekata tokovi razvoja os-novne delatnosti u 2009. godini, koji su podrazumevali in-tenzivnu investicionu aktivnost, ostvareni su dinamikomsporijom od o~ekivane, {to se odrazilo i na realizaciju os-talih ciqeva. U tom smislu, izostala je finalizacija pro-jektnih aktivnosti u funkciji automatizacije i modernizacijepostoje}ih resursa, dok su delimi~no realizovani projekti ufunkciji pove}awa bezbednosti i sigurnosti postoje}ihresursa;

• Pove}awe interne efikasnosti — realizovana je ve}inapostavqenih strate{kih operacija u funkciji unapre|ewa in-terne efikasnosti kao {to su: primena mera interne reorga-nizacije i racionalizacije poslovnih procesa, postavqawesistema kontinuiranog unapre|ewa kvaliteta usluga ipoboq{awa ukupnih performansi Preduze}a. Deo projekto-vanih aktivnosti baziran na investicionoj podr{ci i razvojutehni~ko-tehnolo{ke baze nije ostvaren u celosti — izostalaje realizacija projekta Glavnog po{tanskog centra, usled ~egaje do{lo i do nepotpune racionalizacije tro{kova varija-bilnog karaktera u fazi prerade po{tanskih po{iqaka,smawewa broja preradnih ta~aka i automatizacije celokupnepreradne faze;

• Unapre|ewe kvaliteta osnovnog servisa — u toku 2009. godine realizovane su ili zapo~ete brojne aktivnosti koje su u funkcijiunapre|ewa kvaliteta po{tanskih procesa, naro~ito kvalitetaprocesa dostave po{iqaka. Realizacija projektovanih ak-tivnosti na poqu uvo|ewa integralnog sistema kvaliteta i pot-pune standardizacije poslovnih procesa je izostala, tako da }ese od 2010. godine javiti potreba intenzivirawa aktivnosti un-apre|ewa ukupnog kvaliteta osnovnog servisa;

64

• Basic service profitability increase — in 2009 preparatory activitieswere performed which will enable increase of profitability of thebasic service in the coming period. Special influence on decreaseof costs by service unit will have the introduction of the new Post-TIS applicative software which will entirely replace the Post-net ap-plicative software by the end of 2010, on which the counterapplication in all UPN is based. At the same time, development ofnew services which began in 2009 (hybrid mail, logistic services)will provide improvement of the commercial service, and thereforean overall increase of profitability of all postal services from the as-sortment of the Enterprise;

• Corporate culture development — improvement of the human po-tential is realised in the part which relates to development of em-ployees, while its realisation in the part of projected managementdevelopment has fallen behind. Corporate culture development ac-tivities in the domain of management development (corporate man-agement style development and development of entrepreneur likebehaviour of operative management) will be additionally intensifiedin the upcoming period;

• International integrations — international contracts are closed with au-thorised European JPO and with international postal organisations,along with active participation of the Enterprise in the work of spe-cialised bodies of Post Europe and UPU;

• Marketing development — primary marketing activities for 2009 werefocused on development of communication models with Key Ac-counts of postal services based on principle of long-term partner-ship relations and segmentation of the entire postal market.

• Pove}awe profitabilnosti osnovnog servisa — tokom 2009.godine izvr{ene su pripremne aktivnosti koje }e omogu}itipove}awe profitabilnosti osnovnog servisa u narednom pe-riodu. Poseban uticaj na smawewe tro{kova po jedinici us-luga ima}e uvo|ewe novog Post-TIS aplikativnog softverakojim }e se do kraja 2010. godine u celosti zameniti Post-netaplikativni softver na kom je bazirana {alterska aplikacijau svim JPM. Istovremeno razvoj novih usluga koji je zapo~eou 2009. godini (hibridna po{ta, logisti~ke usluge) obezbedi}eunapre|ewe komercijalnog servisa, a samim tim i ukupnopove}awe profitabilnosti svih po{tanskih usluga iz asor-timana Preduze}a;

• Razvoj korporativne kulture — unapre|ewe kadrovskog poten-cijala realizovano je u delu koji se odnosi na razvoj za-poslenih, dok je izostala wegova realizacija u deluprojektovanog razvoja menaxmenta. Aktivnosti razvoja korpo-rativne kulture u domenu razvoja menaxmenta (razvoj korpo-rativnog stila rukovo|ewa i preduzetni~kog pona{awaoperativnog menaxmenta) bi}e dodatno intenzivirane u nared-nom periodu;

• Me|unarodne integracije — zakqu~eni su me|unarodni ugov-ori sa ovla{}enim JPO Evrope i me|unarodnim po{tanskimorganizacijama, uz aktivno u~e{}e Preduze}a u radu speci-jalizovanih tela Postevropom i UPU;

• Razvoj marketinga — primarne marketin{ke aktivnosti za2009. godinu bile su usmerene na razvoj modela komunikacijesa velikim korisnicima po{tanskih usluga po principu dugo-trajnih partnerskih odnosa i segmentacije ukupnog po{tanskogtr`i{ta.

65

9. MARKETING STRATEGY AND ACTIVITIES

Marketing strategy of the Enterprise in 2009 had for its objective al-leviation of negative consequences of the world economic crisis, by fo-cusing on the activities which enable faster and more efficientcommunication with precisely defined target groups, above all the onesfrom the segment of business users of the Enterprise services, suchas: improvement of sale, personal sale and direct marketing, and alsoactivities of introduction of the quality system in the Enterprise.

On the corporate level, marketing activities were focused on reposi-tioning of the Post of Serbia in the customers awareness, and that by:

• Creation of a corporate marketing campaign

• Guesting of the Enterprise representatives in TV shows

• Advertising in printed media

• Use of the Internet marketing and Internet advertising

• Creation of a new corporate web-site

• Further broadening and strengthening of own potentials for adver-

tising (network of postal units and information infrastructure and En-

terprise's services) and their more active use for own promotional

needs. The given relates to improvement of possibility for advertis-

ing in post offices (increase of number of poster places, introduction

of enlightened poster places, advertising on plasma-monitors, dis-

play of flyers and printed promo materials), use of potentials of own

CDS (Post CDS) and internet provider (PTT Net), and

• Participation on fairs, specialised manifestations, by organisation of

promotions, as well as by improvement of personal sale activities,

above all in communication with business users — legal entities.

Marketing strategy for service assortments

Strategy of service assortment is based on postulates of increase ofservice quality and mutual intersection of various services with the ob-jective of creating new, more complex and more advanced servicesand service sets with added value. Marketing strategy for the serviceassortment is planned depending on the market, i.e. on the marketsegment where certain service or service set is competing.

9. MARKETING STRATEGIJA I AKTIVNOSTI

Marketing strategija Preduze}a za 2009. godinu imala je za ciqubla`avawe negativnih posledica svetske ekonomske krize i tokako fokusirawem na one aktivnosti koje omogu}avaju br`u iefikasniju komunikaciju sa precizno definisanim ciqnim gru-pama, pre svega iz segmenta poslovnih korisnika usluga Pre-duze}a, kao {to su aktivnosti: unapre|ewe prodaje, li~naprodaja i direktan marketing, tako i na aktivnosti uvo|ewa sis-tema kvaliteta u Preduze}e.

Na korporativnom nivou marketin{ke aktivnosti bile su us-merene na repozicionirawe polo`aja Po{te Srbije u svesti ko-risnika i to:

• Izradom korporativne marketin{ke kampawe• Gostovawem predstavnika Preduze}a u TV emisijama• Ogla{avawem u {tampanim medijima• Kori{}ewem internet-marketinga i internet-ogla{avawa• Izradom novog korporativnog veb-sajta• Daqim {irewem i ja~awem sopstvenih potencijala zaogla{avawe (mre`a po{tanskih jedinica i informati~ka in-frastruktura i servisi Preduze}a) i wihovo aktivnijekori{}ewe za sopstvene promotivne potrebe. Navedeno seodnosi na unapre|ewe mogu}nosti za ogla{avawe u po{tama({irewe broja plakatnih mesta, uvo|ewe prosvetqenih plakat-nih mesta, ogla{avawe na plazma monitorima, izlagawe letakai {tampanog promo materijala), kori{}ewe potencijala sop-stvenog KDS sistema (Po{ta KDS) i internet provajdera (PTTNet) i

• U~e{}em na sajmovima, specijalizovanim manifestacijama, or-ganizacijom promocija, kao i unapre|ewem aktivnosti li~neprodaje, pre svega u komunikaciji sa poslovnim korisnicima ¯pravnim licima.

Marketing strategija za uslu`ne asortimane

Strategija uslu`nog asortimana bazirana je na postulatimapove}awa kvaliteta usluga i me|usobnog ukr{tawa razli~itih us-luga sa ciqem kreirawa, novih, slo`enijih i naprednijih uslugai uslu`nih setova sa dodatom vredno{}u. Marketing strategija zauslu`ni asortiman planirana je u zavisnosti od tr`i{ta, odnosnotr`i{nog segmenta na kome odre|ena usluga ili uslu`ni setkonkuri{e.

68

Three out of four market segments where the Post of Serbia operates(defined in accordance with the principle "sender — recipient") are iden-tified as perspective. Those segments are "business customers (legalentities) — private customers (natural entities)"; "private customers —business customers" and "business customers — business customers".The only market segment where decline is recorded is segment "pri-vate customers — private customers". It is anticipated that such trendwill continue in the future.

In the segment "business — private customers" in 2009, accent wason further improvement and promotion of services such as: direct mail,catalogue sale and other, and that above all through the customers'days (presentation on the local level for legal entities — potential andexisting customers) and production and distribution of printed promomaterials (flyers and posters) in post offices all over Serbia.

The "business customers — business customers" market segment is themost dynamic and the fastest growing, with the most striking compe-tition. In this segment, the Post of Serbia performs business above allwith the services of Post express, but also with some new servicesfrom the field of parcel-logistic service. Post express services, like inthe previous period, are promoted through television, radio, flyers inpost offices and through presentations.

Marketing strategy in the only non-perspective segment "private cus-tomers — private customers" (except in the sub-segment of money-for-warding service) is based, first of all, on the conduct of marketingcampaigns for value-added services and that through broadcasting ofTV spots, printed material and displaying of posters in post offices, dis-playing of flyers on the counters, actions of sales improvement. Weare dealing here with modernised and advanced conception of tradi-tional postal services (mail transport, retail business on own or some-one else's behalf, sale of products in post offices, money services),the introduction and marketing of which is aimed at the active ap-proach to the technological substitution and activities of competition aswell as more efficient exploitation of the business units network. Theseservices are as follows: Post express, Post shop, Business counter,Serbian Lottery, Mass personalised printing, MMS postcard, DigitalCertificate, etc. In the sub-segment of money reception from abroadand sending money abroad, cooperation is realised with the companyWestern Union in the domain of "co-branding" and that through tele-vision, radio, daily newspapers advertising, PR activities, displaying ofpromo materials at the sale place and by conduct of sale improvementactivities.

Tri od ~etiri tr`i{na segmenta na kojima Po{ta Srbije posluje(definisana po principu “po{iqalac ¯ primalac”) identifiko-vana su kao perspektivna. To su segmenti “poslovni korisnici(pravna lica) — privatni korisnici (fizi~ka lica)”; “privatnikorisnici — poslovni korisnici” i “poslovni korisnici —poslovni korisnici”. Jedini tr`i{ni segment kod koga sebele`i pad je segment “privatni korisnici — privatni koris-nici”. Predvi|a se da }e se takav trend nastaviti i ubudu}nosti.

U segmentu “poslovni — privatni korisnici” u 2009. godini ak-cenat je bio na daqem unapre|ewu i promociji usluga kao {tosu: direktna po{ta, hibridna po{ta, katalo{ka prodaja i drugoi to, pre svega, putem korisni~kih dana (prezentacija nalokalnom nivou za pravna lica — potencijalne i postoje}e ko-risnike) i izrade i distribucije {tampanog promo-materijala(letaka i plakata) u po{te {irom Srbije.

Tr`i{ni segment “poslovni korisnici — poslovni korisnici” jenajdinami~niji, najbr`e rastu}i i sa najizra`enijom konkuren-cijom. Na ovom segmentu Po{ta Srbije posluje, pre svega, sa us-lugama Post-ekspresa ali i novim uslugama iz oblastipaketsko-logisti~kog servisa. Usluge Post-ekspresa, kao i u pro-teklom periodu, promovisane su putem televizije, radija, letakau po{tama i putem prezentacija.

Marketing strategija na jedinom neperspektivnom segmentu “pri-vatni korisnici — privatni korisnici” (izuzev podsegmenta us-luga slawa novca) bazirana je, pre svega, na sprovo|ewumarketin{kih kampawa za usluge sa dodatnom vredno{}u i toputem emitovawa TV spotova, {tampe i izlagawa plakata upo{tama, izlagawa letaka na {alterima, akcija unapre|ewa pro-daje. Radi se o modernizovanim i unapre|enim koncepcijamatradicionalnih po{tanskih usluga (prenos po{iqaka, “retail”poslovi u svoje i u tu|e ime, prodaja proizvoda u po{tama,nov~ane usluge) ~ije uvo|ewe i plasman ima za ciq aktivanpristup tehnolo{koj supstituciji i aktivnostima konkurencije iefikasniju eksploataciju mre`e poslovnica. To su usluge: post-ekspres, post-{op, biznis {alter, Lutrija Srbije, masovna per-sonalizovana {tampa, MMS razglednica, elektronskisertifikat i drugo. U podsegmentu prijema novca iz inos-transtva i slawa novca u inostranstvo ostvarena je saradwa udomenu “kobrendinga” sa kompanijom Western Union i to putemtelevizije, radija, ogla{avawa u dnevnim novinama, “pi-ar” aktivnosti, isticawa promotivnog materijala na mestu prodajei sprovo|ewem aktivnosti unapre|ewa prodaje.

69

Quality management

In 2009 the first phase of quality management system implementation(QMS) was realised in the Post of Serbia, by bringing a Decision onintroduction of quality management system (introduction of the Enter-prise top-management with SRPS ISO 9001:2008 requirements andbeginning of work on the first phase of QMS introduction).

Key accounts care

In the course of 2009, new sale system and key accounts care wereintroduced, i.e. monitoring, maintenance and improvement of goodbusiness relationship with key accounts by selection of the AccountManager for a certain customer through established regularcommunication along with permanent information delivery related tonew services, conditions of their use, etc.

Prices policy

Based on the obtained approval by the Government of the Republicof Serbia related to prices of reserved postal services and the Decisionof the Managing Board of the Enterprise regarding the prices of non-reserved postal services from January 6, 2009, application of the newPrice-list of postal services in domestic traffic and services of moneyoperation was launched.

Starting with macroeconomic parameters, input growth which affectsthe forming of postal services prices, market parameters, as well asprices of postal services of neighbouring countries and the EU coun-tries, the prices increased at average for 9.5%, and that:

• postal items services (at average for 9.7%), and • postal money orders (at average for 5.2%).

In the domain of commercial services, continuous monitoring of themarket and competitors' prices was conducted, aimed at further com-peting positioning, along with bringing of adequate measures for cor-rection of the existing prices.

Upravqawe kvalitetom

U 2009. godini realizovana je prva faza implementacije sis-tema menaxmenta kvalitetom (SMK) u Po{tu Srbije dono{ewemOdluke o uvo|ewu sistema menaxmenta kvalitetom (upoznavawetop menaxmenta Preduze}a sa zahtevima SRPS ISO 9001:2008 ipo~etak rada na prvoj fazi uvo|ewa SMK).

Briga o velikim korisnicima

U toku 2009. godine pristupilo se uvo|ewu novog prodajnog sistemai brige o velikim korisnicima tj. pra}ewu, odr`avawu iunapre|ivawu dobrih poslovnih odnosa sa velikim korisnicimaizborom Account Manager-a za odre|enog korisnika krozuspostavqenu redovnu komunikaciju uz konstantno obave{tavawe onovim uslugama, uslovima kori{}ewa usluga i dr.

Politika cena

Na osnovu dobijene saglasnosti od strane Vlade Republike Srbije na cene rezervisanih po{tanskih usluga i Odluke Up-ravnog odbora Preduze}a o cenama nerezervisanih po{tanskihusluga, od 6. 1. 2009. godine po~ela je primena novog Cenovnikapo{tanskih usluga u unutra{wem saobra}aju i usluga nov~anogposlovawa.

Polaze}i od makroekonomskih parametara, rasta inputa kojiuti~u na formirawe cena usluga po{tanske delatnosti,tr`i{nih parametara, kao i cena po{tanskih usluga susednihzemaqa i zemaqa EU cene su pove}ane u proseku za 9,5%, i to:

• pismonosnih usluga (u proseku za 9,7%) i• po{tanskih uputnica (u proseku za 5,2%).

U domenu komercijalnih usluga vr{eno je kontinuirano pra}ewetr`i{ta i cena konkurencije u ciqu konkurentnog pozicioni-rawa, uz dono{ewe adekvatnih mera za korekciju postoje}ihcena.

70

10. HUMAN RESOURCES

10.1. Total Number and Structure of Employees

Total number of employees in the Public Enterprise of PTT Communi-cations "Srbija" as of December 31st, 2008 was 15,087, which was 282or 1.8% less compared to the number on December 31st, 2008. Incomparison with the planned number for 2009, total number of em-ployees is less for 308 or 2.0%.

Full time employment is reduced for 3.0%, and part-time employmentis increased for 46.6%, which is a result of voluntary stimulated leaveof employees from the Enterprise (374 employees), as well as of in-clusion into the working process of executors who have been engagedfor a longer period of time without full employment.

The number of employees was significantly decreased by voluntarystimulated leave from the Enterprise, with a note that 84% of them lefttechnological job positions, which conditions engagement of new ex-ecutors aimed at non-disturbed development of the technological work-ing process.

10. KADROVI

10.1. Ukupna zaposlenost i struktura zaposlenih

Ukupan broj zaposlenih u Javnom preduze}u PTT saobra}aja “Sr-bija” na dan 31. 12. 2009. godine iznosio je 15.087, {to je za 282ili 1,8% mawe u odnosu na stawe 31. 12. 2008. godine. U odnosuna plan za 2009. godinu, ukupan broj zaposlenih je mawi za 308ili 2,0%.

Zaposlenost na neodre|eno vreme smawena je za 3,0%, a naodre|eno vreme pove}ana za 46,6%, {to je posledica dobrovo-qnog odlaska zaposlenih iz Preduze}a uz stimulaciju (374 za-poslena), kao i ukqu~ivawa u proces rada izvr{ilaca koji sudu`i vremenski period anga`ovani van radnog odnosa.

Dobrovoqnim odlaskom iz Preduze}a uz stimulaciju zna~ajno jesmawen broj zaposlenih, uz napomenu da je 84% oti{lo satehnolo{kih radnih mesta, {to uslovqava anga`ovawe novihizvr{ilaca u ciqu nesmetanog odvijawa tehnolo{kog procesarada.

Kretawe zaposlenih u toku 2009.godine

UKUPNOTOTALNeodre|eno

Indefinite time

VRSTA RADNOG ODNOSATYPE OF EMPLOYMENT

Odre|enoDefinite time

PREMA VRSTI RADNOG ANGA@OVAWAACCORDING TO JOB POSITION

31. 12. 2008.Dec 31, 2008

31. 12. 2009.Dec 31, 2009

ODNOSRATIO

nominalnonominally

2009/2008.2009/2008

procentualnoin per cents

15.01115,011

14.56214,562

-449-449

-3,0-3.0

358358

525525

167167

46,646.6

15.36915,369

15.08715,087

-282-282

-1,8-1.8

72

Kreatwe zaposlenih od 1997. do 2009. godine

15.000

15.050

15.100

15.150

15.200

15.250

15.300

15.350

15.400

15,000

15,050

15,100

15,150

15,200

15,250

15,300

15,350

15,400

jan.Jan.

feb.Feb.

mar.Mar.

apr.Apr.

majMay

junJune

julJuly

avg.Aug.

sep.Sep.

okt.Oct.

nov.Nov.

dec.Dec.

15,336 15,32915,320

15,29015,274 15,268 15,287 15,277 15,291 15,297 15,295

15,087

15.336 15.32915.320

15.29015.274 15.268 15.287 15.277 15.291 15.297 15.295

15.087

1997. 1998. 1999. 2000. 2001. 2002. 2003. 2004. 2005. 2006. 2007. 2008. 2009.1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009

17,515

18,08118,264 18,432

18,08317,906 17,955 17,974

16,495

15,211 15,249 15,36915,087

17.515

18.08118.264 18.432

18.08317.906 17.955 17.974

16.495

15.211 15.249 15.36915.087

14.000

14.500

15.000

15.500

16.000

16.500

17.000

17.500

18.000

18.500

19.000

14,000

14,500

15,000

15,500

16,000

16,500

17,000

17,500

18,000

18,500

19,000

73

Kretawe zaposlenosti u toku 2009. godine / Employment fluctuations during 2009

Kretawe zaposlenosti od 1997. do 2009. godine / Employment fluctuations from 1997 till 2009

Structure of employee

Ratio between employees in administration and employees in tech-nology of PTT is 1:6.2, or six employees in technology compared toone employee in administration:

Note: The employees of Postal Network and Postal Services Offices of work-

ing units are also incorporated in the technology, as well as the employees in

the Divisions for Postal Network and Services who are dealing with the or-

ganisation and functioning of technological operation process within PTT.

Odnos zaposlenih u administraciji i tehnologiji je 1:6,2 (na{est zaposlenih u tehnologiji dolazi jedan zaposleni uadministraciji):

Napomena: U tehnologiju su ukqu~eni i zaposleni u slu`bama za po{tan-sku mre`u i po{tanske usluge radnih jedinica, kao izaposleni u direkcijama za po{tansku mre`u i usluge, koji se bave orga-nizacijom i funkcionisawem tehnolo{kog procesa rada u Preduze}u.

0,6% / 0.6% Poslovodstvo / Management

13,2% / 13.2% Administracija / Administration

81,6% / 81.6% Tehnologija / Technology

Prate}e delatnosti / Supporting activities4,6% / 4.6%

94 / 94

693 / 693

1.984 / 1,984

12.316 / 12,316

UKUPNOTOTAL

PRATE]EDELATNOSTISUPPORTINGACTIVITIES

RJ PO[TANSKOGSAOBRA]AJA

POSTAL TRAFFIC WU

DIREKCIJEDIVISIONS

STRUKTURAPO ORGANIZACIONIM CELINAMA

STRUCTUREBY ORGANISATIONAL ENTITIES

15.08715,087

981981

693693

13.41313,413

100,0100.0

4,64.6

88,988.9

6,56.5

Broj zaposlenihNumber of employees

%

74

Struktura zaposlenih / Structure of employees

Out of total number of employees, 6,259 are women and 8,828 aremen.

In educational structure, more than half of employees have vocationalqualifications — 54.2% (technologic work places), while the university-level qualifications participate with 10.8%.

Od ukupnog broja zaposlenih, 6.259 zaposlenih su `ene dok jebroj mu{karaca 8.828.

U obrazovnoj strukturi, vi{e od polovine zaposlenih imasredwu stru~nu spremu — 54,2% (tehnolo{ka radna mesta), dokje u~e{}e visoke stru~ne spreme ostvareno na nivou od 10,8%.

STRUCTURE BY GENDERSTRUKTURA PREMA POLU

Number of employeesBroj zaposlenih

MenMu{karci

Women@ene

TOTALUKUPNO

%

6.2596,259

8.8288,828

15.08715,087

59,059.0

100,0100.0

41,041.0

Number of employeesBroj zaposlenih

EDUCATIONAL STRUCTUREOBRAZOVNA STRUKTURA

VSS 1

VSSSSS 4

SSSV[S 2

V[SVKV 3

VKVTOTAL

UKUPNOOther

OstaloKV5

KV

1.6321,632

484

484

1.4241,424

15.08715,087

119

119

3.2543,254

8.1748,174

9,49.4

10,810.8

3,23.2

100,0100.0

0,80.8

21,621.6

54,254.2

%

UKUPNOTOTAL

Preko 30Over 30

20 ¯ 3010 ¯ 2020 ¯ 3010 ¯ 20

Do 10Up to 10

Broj zaposlenihNumber of employees

STRUKTURA PREMA GODINAMA STA@ASTRUCTURE BY WORK EXPERIENCE

%

15.08715,087

2.1912,191

4.7544,754

4.3624,362

3.7803,780

100,0100.0

14,514.5

31,531.5

28,928.9

25,125.1

STRUKTURAPREMA GODINAMA @IVOTA

STRUCTURE BY AGE

Broj zaposlenihNumber of employees

%

UKUPNO

TOTAL

Preko 60

Over 60

41 ¯ 5031 ¯ 40Do 30Up to 30

51 ¯ 6041 ¯ 5031 ¯ 40 51 ¯ 60

12,912.9

32,432.4

21,321.3

32,032.0

1,41.4

100,0100.0

1.9391,939

4.8834,883

3.2183,218

4.8354,835

212

212

15.08715,087

75

1University degree 2College degree (2 or 3 years) 3Highly-skilled worker (4 years of vocational school) 4Four-year secondary education 53 years vocational school(skilled worker)

10.2. Education of Employees

In the course of 2009 educational activities, professional training andadvanced training of the employees in the Enterprise were realised,and that by engagement of: a) internal contractors — professional per-sons, employed in the Enterprise, and b) external contractors.

a) By engagement of professional persons employed in the Enterprise,the following trainings were organised and/or realised:

• according to special educational programs of the Enterprise suchas: sale skills — 19 employees, introduction to business — 443 em-ployees, training of couriers and drivers — 438 employees, and train-ing for introduction of the EMS service — 58 employees;

• risk management: 1. safety and health protection — 443 employeeswere comprised by this training, and 2. fire protection (legal obliga-tion of the Enterprise) — this training comprised 712 employees fromdivisions and independent departments and about 70% of employ-ees from postal traffic working units;

• training of employees for Western Union services (by contract) —1,832 employees were comprised by this training.

Apart from these trainings, special training programs were created:for supervisors and cashiers in UPNs, for UPN managers, for em-ployees in the Call Centre, for obtaining of sales and presentationskills, for obtaining of management skills, for business-like behaviourand communication in the function of quality and for marketing skills,and realisation of which is being planned for the course of the year2010.

b) By engagement of external contractors the following forms of em-ployee training were realised:

• sending of employees to expert advanced training (studies, trainingsand courses, seminars, vocational examinations and licenses) — 818employees were sent to expert advanced training, and

• education of managers for obtaining of management knowledge andskills — 72 managers in the course of 2009 were sent to expertseminars.

10.2. Obrazovawe zaposlenih

Tokom 2009. godine u Preduze}u su realizovane aktivnosti obra-zovawa, stru~nog osposobqavawa i usavr{avawa zaposlenihanga`ovawem: a) internih izvo|a~a — stru~nih lica, zaposlenihu Preduze}u i b) eksternih izvo|a~a.

a) Anga`ovawem stru~nih lica, zaposlenih u Preduze}u organi-zovane su i/ili realizovane obuke:

• po posebnim obrazovnim programima Preduze}a kao {to su: pro-dajne ve{tine — 19 zaposlenih, uvo|ewe u posao — 443 za-poslenih, obuka kurira i voza~a — 438 zaposlenih i obuka zauvo|ewe EMS usluge — 58 zaposlenih;

• upravqawe rizikom: 1. bezbednost i za{tita zdravqa — 443zaposlena su bila obuhva}ena ovom obukom i 2. za{tita odpo`ara (zakonska obaveza Preduze}a) — obukom je biloobuhva}eno 712 zaposlenih iz direkcija i samostalnih sektorai oko 70% zaposlenih iz radnih jedinica po{tanskog sao-bra}aja;

• obuka zaposlenih za pru`awe usluga Western Union (po ugo-voru) — 1.832 zaposlena su bila obuhva}ena ovom obukom.

Pored navedenih obuka sa~iweni su i posebni programi obuke:za kontrolore i blagajnike u JPM, za upravnike JPM, za za-poslene u Kontakt centru, za sticawe prodajnih i prezenta-cionih ve{tina, za sticawe menaxment ve{tina, za poslovnopona{awe i komunicirawe u funkciji kvaliteta i za market-ing ve{tine, a ~ija se realizacija planira tokom 2010. godine.

b) Anga`ovawem eksternih izvo|a~a realizovani su slede}i vi-dovi obrazovawa zaposlenih:

• upu}ivawe zaposlenih na stru~no usavr{avawe ({kolovawe,obuke i kursevi, seminari, stru~ni ispiti i licence) — 818zaposlenih je bilo upu}eno na stru~no usavr{avawe i

• edukacija menaxera za sticawe menaxment znawa i ve{tina —72 menaxera u toku 2009. godine upu}ena su na stru~ne seminare.

76

10.3. Social Security of Employees

In 2009, 1,741 employees exercised the right to be paid certain fi-nancial resources as solidarity and material assistances upon the fol-lowing reasons:

Pursuant to the Collective Agreement for PTT and Decision of CEO,the jubilee monetary rewards for 1,373 employees were awarded:

10.3. Socijalna za{tita zaposlenih

U 2009. godini 1.741 zaposleni ostvario je pravo na isplatu fi-nansijskih sredstava po slede}im osnovama solidarne i materijalne pomo}i:

Na osnovu Kolektivnog ugovora za Preduze}e i odluke gene-ralnog direktora, dodeqene su jubilarne nov~ane nagrade za1.373 zaposlenih:

OSNOVREASONS

BROJ ZAPOSLENIHNUMBER OF EMPLOYEES

le~ewe zaposlenoga ili ~lanova u`e porodice zaposlenogatreatment of long-lasting and difficult illness of employee or a member of employee's close family

preventivna rehabilitacija zaposlenogapreventive rehabilitation of employee

posmrtnina za zaposlenoga i ~lanove u`e porodice zaposlenogafinancial support for death case of employee or a member of employee's close family

naknada tro{kova za slu~aj smrti zaposlenog i ~lana u`e porodice zaposlenogacompensation of costs for death of employee and a member of employee's close family

pomo} zaposlenome za novoro|eno detefinancial support for employee's newborn child

pomo} za ubla`avawe posledica od elementarnih nepogodaaid for alleviation of natural disaster consequences

UKUPNO

TOTAL

202202

997

997

6666

13

13460460

3

3

1.7411,741

TOTAL

UKUPNO

BROJ ZAPOSLENIHNUMBER OF EMPLOYEES

JUBILARNE NAGRADEJUBILEE REWARDS

507507

388388

302302

176176

1.373

1,373

za 10 godina rada u PTT-ufor 10 years of service in PTT

za 20 godina rada u PTT-ufor 20 years of service in PTT

za 30 godina rada u PTT-ufor 30 years of service in PTT

za 35 godina rada u PTT-ufor 35 years of service in PTT

77

FINANSIJSKO POSLOVAWE

FINANCIAL OPERATIONS

11. FINANCIAL OPERATIONS

11.1. Business Performance Results

Income Statement

For the period from January 1 to December 31, 2009

11. FINANSIJSKO POSLOVAWE

11.1. Rezultati poslovawaBilans uspehaU periodu od 1. 1. do 31. 12. 2009. godine

Prethodna god. / Previous yearTeku}a god. / Current year

IZNOS / AMOUNT

u hiq. din. / in thous. *EUR u hiq. din. / in thous. *EUR

POZICIJA / ITEM

POSLOVNI PRIHODII.

A.A.

PRIHODI I RASHODI IZ REDOVNOG POSLOVAWA

OPERATING INCOME

REGULAR OPERATING INCOME AND EXPENDITURES

Prihodi od prodaje1.Sale incomePrihodi od aktivirawa u~inaka i robe2.Income from activation of yields and commodities

Pove}awe vrednosti zaliha u~inaka3.Increase of value of stock

Ostali poslovni prihodi5.Other operating income

Smawewe vrednosti zaliha u~inaka4.Reduction of value of stock

POSLOVNI RASHODIII.OPERATING EXPENDITURES

Nabavna vrednost prodate robe1.Acquisition value of sold goods

Tro{kovi materijala2.Costs of materialsTro{kovi zarada, naknada zarada i ostali li~ni rashodi3.Costs of salaries, compensation and other personal expensesTro{kovi amortizacije i rezervisawa4.Depreciation and provisions expendituresOstali poslovni rashodi5.Other operating expenditures

POSLOVNI DOBITAKIII.OPERATING PROFITPOSLOVNI GUBITAKIV.OPERATING LOSSESFINANSIJSKI PRIHODIV.FINANCIAL INCOMEFINANSIJSKI RASHODIVI.FINANCIAL EXPENDITURES

17.875.141

15.063.156

2.811.985

17.534.078

26.784

1.193.562

11.644.889

1.193.908

3.474.935

4.721.213

1.015.021

341.063

16.701.444

13.818.191

2.883.253

17.229.910

28.124

1.099.770

11.359.722

1.064.913

3.677.381

528.466

4.857.816

1.519.486

189,919

160,042

29,877

186,295

285

12,681

123,724

12,685

36,920

50,162

10,784

3,624

203,902

168,701

35,201

210,354

343

13,427

138,687

13,001

44,896

6,452

59,307

18,551

255.755 376.6062,717 4,598OSTALI PRIHODIVII.OTHER INCOME

80

Bilans uspeha u periodu od 01. 01. do 31. 12. 2009. godine /Income Statement for the period from January 1st to December 31st, 2009

81

Prethodna god. / Previous yearTeku}a god. / Current year

IZNOS / AMOUNT

u hiq. din. / in thous. *EUR u hiq. din. / in thous. *EUR

POZICIJA / ITEM

359.712

3.943.298

54.432

3.843.677

45.189

477.318

2.709.152

2.910

2.706.242

3,822

41,897

579

40,838

480

5,827

33,075

36

33,040

OSTALI RASHODIVIII.OTHER EXPENDITURESDOBIT IZ REDOVNOG POSLOVAWA PRE OPOREZIVAWAIX.PROFIT FROM REGULAR OPERATION BEFORE TAXGUBITAK IZ REDOVNOG POSLOVAWA PRE OPOREZIVAWAX.LOSSES FROM REGULAR OPERATION BEFORE TAXNETO DOBITAK POSLOVAWA KOJE SE OBUSTAVQAXI.NET PROFIT FROM BREAK OPERATIONSNETO GUBITAK POSLOVAWA KOJE SE OBUSTAVQAXII.NET LOSSES FROM BREAK OPERATIONS

INCOME TAXD.G. POREZ NA DOBITAK

3.888.866 2.706.24241,318 33,040PROFIT BEFORE TAXB.

B. DOBIT PRE OPOREZIVAWA

LOSSES BEFORE TAXC.V. GUBITAK PRE OPOREZIVAWA

Poreski rashod perioda1.Tax expenditures for the periodOdlo`eni poreski rashodi perioda2.Deferred tax expenditures for the periodOdlo`eni poreski prihodi perioda3.Deferred tax income for the period

MANAGEMENT EARNINGE.D. ISPLA]ENA LI^NA PRIMAWA POSLODAVCU

NET PROFITF.\. NETO DOBITAK

NET LOSSG.E. NETO GUBITAK

NET PROFIT PORTIONBELONGING TO THE MINORITY SHAREHOLDER H.@. NETO DOBITAK KOJI PRIPADA MAWINSKIM ULAGA^IMA

NET PROFIT PORTION BELONGING TO THE OWNERS OF THEPARENT COMPANY

Z. NETO DOBITAK KOJI PRIPADA VLASNICIMAMATI^NOG PRAVNOG LICA

I. ZARADA PO AKCIJIEARNINGS PER SHAREJ.

Osnovna zarada po akciji1.

I.

Basic earnings per shareUmawena (razvodwena) zarada po akciji2.Diluted earnings per share

Basic earnings per shareUmawena (razvodwena) zarada po akciji2.Diluted earnings per share

*Prera~un u evro ura|en je po prose~nom sredwem kursu za period januar ¯ decembar 2009. godine (94,1198) i za period januar ¯ decembar 2008. godine (81,9092)

*Translation into EUR was performed using the average mean exchange rate for the period January — December 2009 (94.1198) and for the period January — December 2008

(81.9092).

82

On the basis of financial report on the Income Statement regarding to-tally realised and accounted revenues and expenditures, as well as onthe balanced income tax for 2009, net profit amounting to 40.8 mil-lion EUR were established.

Balancing of total and basic income and expenditures categories

Na bazi finansijskog izve{taja Bilansa uspeha o ukupno os-tvarenim i obra~unatim prihodima i rashodima, kao iobra~unatom porezu na dobitak, za 2009. godinu, utvr|en je netodobitak u iznosu od 3,8 milijardi dinara.

Bilansirawe ukupnih i osnovnih kategorija prihoda i rashoda

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

11.

12.

13.

I.

II.

POSLOVNI PRIHODIOPERATING INCOME

POZICIJAITEM

u milionima dinarain million EUR

17.875,2189.91917.534,1186.295341,13.6244.721,250.1621.015,010.7843.706,239.378255,72.717359,73.822104,01.105

3.943,341.89754,40.57932,20.34186,60.9203.888,941.31845,20.4803.843,740.83822.884,3243.13918.995,4201.8213.888,941.31845,20.4803.843,740.83817,0%17.0%16,8%16.8%

14.

III.

IV.

POSLOVNI RASHODIOPERATING EXPENDITURESPOSLOVNI DOBITAKOPERATING PROFITFINANSIJSKI PRIHODIFINANCIAL INCOMEFINANSIJSKI RASHODIFINANCIAL EXPENDITURESFINANSIJSKI DOBITAKFINANCIAL PROFITOSTALI PRIHODIOTHER INCOMEOSTALI RASHODIOTHER EXPENDITURESOSTALI GUBITAKOTHER LOSSESDOBITAK IZ REDOVNOG POSLOVAWAREGULAR OPERATING INCOMENETO GUBITAK IZ POSLOVAWA KOJE SE OBUSTAVQA (a-b)NET LOSSES FROM BREAK OPERATIONS (a-b)

a) prihodi iz ranijeg periodaa) income from previous period

UKUPNI PRIHODITOTAL INCOMEUKUPNI RASHODITOTAL EXPENDITURES

NETO DOBITAKNET PROFIT

NETO DOBITAK ( )III-IVNET PROFIT (III-IV)

NETO DOBITAK / UKUPAN PRIHODNET PROFIT / TOTAL INCOME

POREZ NA DOBITAKINCOME TAX

POREZ NA DOBITAKINCOME TAX

DOBIT PRE OPOREZIVAWA / UKUPAN PRIHODPROFIT BEFORE TAX / TOTAL INCOME

DOBIT PRE OPOREZIVAWA ( - )I IIPROFIT BEFORE TAX (I-II)

DOBIT PRE OPOREZIVAWAPROFIT BEFORE TAX

b) rashodi iz ranijeg periodab) expenditures from previous period

Balansirawe ukupnih i osnovnih kategorija prihoda i rashoda / Balancing of total and basic income and expenditures categories

83

In 2009 the Enterprise operated in the zone of operating profit, wherethe operating income was realised on the level higher than operatingexpenditures for the amount of 3.6 million EUR.

Preduze}e je u 2009. godini poslovalo u zoni poslovnog dobitka,pri ~emu su poslovni prihodi ostvareni na nivou vi{em odposlovnih rashoda za 341,1 milion dinara.

0% 20% 40% 60% 80% 100%

Neto dobitak3.843,7Net profit

40.8

Porez na dobit45,2

Income tax0.5

u milionima dinarain million EURUkupan prihod

22.884,3Total income

243.1

Ukupan rashod18.995,4

Total expenditures201.8

1.

2.

3.

4.

u milionima dinarain million EUR

EFEKTI %EFFECTS %

POZICIJAITEM

POSLOVNI DOBITAKOPERATING PROFIT

FINANSIJSKI DOBITAKFINANCIAL PROFIT

OSTALI GUBITAKOTHER LOSSES

POREZ NA DOBITAKPROFIT TAX

NETO DOBITAK (1+2-3-4)NET PROFIT (1 2-3-4)+

3.843,740.838

45,20.480

158,41.684

3.706,239.378

341,13.624

100,0100.0

-1,2-1.2

-4,1-4.1

96,496.4

8,98.9

Efekti rezultata bilansiranih kategorija prihoda i rashoda i poreza na dobit na ukupan rezultat /Effects of balanced icome and expenditures categories’ results and income tax on total result

84

1/2

1-2

1-3

1.

2.

3.

POZICIJAITEM

I XII- 2009.OSTVAREWEREALISATION

I XII- 2009.PLAN

I XII- 2008.OSTVAREWE

indeksindex

99,299.2

1/3indeks 107,093.1

Nominalna razlikaNominal difference

Nominalna razlikaNominal difference

I XII- 2009

PLAN I XII- 2009

REALISATION I XII- 2008

17.875189.9

18.018191.416.701203.9

1/2

index 1/3

1-2

1-31.174-14.0

-143-1.5

u milionima dinarain million EUR

11.1.1. Income

In 2009 total income of the Enterprise balanced in the amount of243.1 million EUR are 9.9% less than the realised income in 2008.

tructure of total income

Operating income

Apart from negative effects of global economic-financial crisis, by strat-egy of the business policy and by efficient engagement of the entireproduction potential in the field of regular operation, the Enterprisehas realised 189.9 million EUR of operating income in 2009, which is0.8% less than planned, and 6.9% of the realised income in 2008.Structure of operating income

11.1.1. Prihodi

U 2009. godini ukupni prihodi Preduze}a obra~unati u iznosu od22,9 milijarde dinara ve}i su za 3,6% od ostvarenih prihoda u2008. godini.

Struktura ukupnih prihoda

Poslovni prihodi

Pored uticaja negativnih efekata globalne ekonomsko-finansi-jske krize, strategijom poslovne politike i efikasnimanga`ovawem ukupnog proizvodnog potencijala u oblasti re-dovnog poslovawa, Preduze}e je u 2009. godini ostvarilo 17,9milijardi dinara poslovnih prihoda, koji su mawi za 0,8% odplaniranih, a za 7,0% ve}i od ostvarenih prihoda u 2008. godini.

20,6%20.6%

1,3%1.3%

78,1%78.1%

FinansijskiFinancial

VRSTA PRIHODATYPE OF INCOME

UkupnoTotal

u milionima dinarain million EUR

OstaliOther

PoslovniBusiness

4.721,250.2

22.884,3243.1

287,93.0

17.875,2189.9

Struktura ukupnih prihoda / Structure of total income

85

Struktura poslovnih prihoda— januar — decembar 2009. godine —

POSLOVNI PRIHODI

OPERATING INCOME

100,0%100.0%

PO[TA

MAIL

74,9%74.9%

OSTALI PRIHODI

OTHER INCOME

3,8%3.8%

ZAKUPNINE

LEASES

13,9%13.9%

USLUGESPEC. DELATNOSTI

SPECIALACTIVITY SERVICES

0,3%0.3%

INFORMATI^KO -- TELEKOMUNIKACIONE USLUGE

INFORMATION &TELECOMMUNICATION SERVICES

7,1%7.1%

0

3.000

6.000

9.000

12.000

15.000

18.000

Ostvarewe2009.

Plan2009.

Ostvarewe2008.

u hi

qad

ama

dina

ra

Realisation2009

Plan2009

Realisation2008

in m

illion

EUR

020406080

100120140160180200

Struktura poslovnih prihoda za period januar — decembar 2009. godine /Structure of operating income for the period January — December 2009

86

Analiti~ki pregled poslovnih prihoda

— komparacija sa planom i 2008. godinom —

prijave upisa u evidenciju za akcijeapplications for sharestelegrafske uslugetelegraphic services

prodajasalesgovornice s posredovawemswitchboard operator payphonesostale (usl. faksa i pak.)other (fax and packing service)

ministarstva i fondoviMinistries and funds

banke i druge organizacijebanks and other organisations

Po{tanska {tedionicaPostal Savings Bank

1 2 3 4 5 6 7 8

4/2%

4/3

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

POZICIJAITEM

MESE^NIPROSEKMONTHLYAVERAGE

Po{tanske uslugePostal services

pismonosneletterpost

paketskeparcel

po{tansko-uputni~kepostal money ordersekspres po{iqkeexpress mail

u hiqadama dinarain thousand EUR

INDEKSIINDEXES

I-XII 2009.I-XII 2009

I-XII 2008.I-XII 2008

PLAN 2009.I-XII

PLAN I-XII 2009

8.021.00085,221

7.111.82986,825

7.505.40579,743

625.4516,645

42,042.0

93,693.6

105,591.8

Nov~ano poslovaweMoney transactions

ZakupnineLeases

KDSCDS

Ostali prihodiOther income

UKUPNOTOTAL

Usluge specijalizovanih delatnostiSpecialised activities services

PTT NetPTT Net

Informati~ke uslugeIT servicesUsluge elektronskog poslovawaE-business services

Ostale usluge u po{tiOther services within post office

6.758.00071,802

6.000.70873,260

6.402.70768,027

533.5595,669

35,835.8

94,794.7

106,792.9

164.0001,742

157.977 137.222 11.435 0,8 83,7 86,91,929 1,458 121 0.8 83.7 75.6

328.0003,485

324.392 344.271 28.689 1,9 105,0 106,13,960 3,658 305 1.9 105.0 92.4

771.0008,192

628.752 621.205 51.767 3,5 80,6 98,87,676 6,600 550 3.5 80.6 86.0

5.389.00057,257

4.998.411 5.728.740 477.395 32,1 106,3 114,661,024 60,867 5,072 32.1 106.3 99.7

18.018.000191,437

16.701.444 17.875.141 1.489.595 100,0 99,2 107,0203,902 189,919 15,827 100.0 99.2 93.1

941.0009,998

883.770 680.345 56.695 3,8 72,3 77,010,790 7,228 602 3.8 72.3 67.0

2.379.00025,276

2.137.598 2.478.926 206.577 13,9 104,2 116,026,097 26,338 2,196 13.9 104.2 100.9

108.0001,148

90.059 64.374 5.365 0,3 59,6 71,51,100 684 57 0.3 59.6 62.2

556.0005,907

546.856 694.716 57.893 3,9 124,9 127,06,676 7,381 615 3.9 124.9 110.6

219.0002,327

233.679 221.838 18.487 1,2 101,3 94,92,853 2,357 196 1.2 101.3 82.6

119.0001,264

128.669 131.072 10.923 0,7 110,1 101,91,571 1,393 116 0.7 110.1 88.7

117.0001,243

121.117 222.255 18.521 1,3 190,0 183,51,479 2,361 197 1.3 190.0 159.7

20.000213

18.875 32.610 2.718 0,2 163,1 172,8230 346 29 0.2 163.1 150.4

18.000191

31.990 23.681 1.973 0,1 131,6 74,0391 252 21 0.1 131.6 64.4

65.000691

52.017 32.622 2.719 0,2 50,2 62,7635 347 29 0.2 50.2 54.6

66.000701

65.604 58.557 4.880 0,3 88,7 89,3801 622 52 0.3 88.7 77.7

280.9703,430

169.0001,796

449.456 147.470 12.289 0,8 87,3 32,85,487 1,567 131 0.8 87.3 28.6

1.823.00019,369

1.679.497 1.764.159 147.013 10,0 96,8 105,020,504 18,744 1,562 10.0 96.8 91.4

1.979.00021,026

1.844.007 2.258.300 188.192 12,6 114,1 122,522,513 23,994 1,999 12.6 114.1 106.6

1.587.00016,862

1.474.907 1.706.281 142.190 9,5 107,5 115,718,007 18,129 1,511 9.5 107.5 100.7

Analiti~ki pregled poslovnih prihoda / Analytical review of operating income— komparacija sa planom i 2008. godinom / comparison with the Plan and 2008 —

87

Mese~na dinamika prihoda od usluga osnovne delatnosti

0

100.0001,000

200.0002,000

300.0003,000

400.0004,000

500.0005,000

600.0006,000

700.0007,000

800.0008,000

900.0009,000

574.9936,109

599.4026,369

686.8497,298

607.6076.456

600.1886,377

600.0426,375

606.6076,445

506.2915,379

596.0056,332

633.0526,726

661.6677,030

832.7028,847

434.3214,615

469.8584,992

504.6205,361

486.6325,170

473.8075,034

466.9964,962

488.7845,193

464.7354,938

473.0925,026

474.9365,046

469.5044,988

521.4555,540

10.635113

10.628113

12.697135

12.737135

11.913127

12.586134

14.633155

12.121129

11.132118

11.107118

11.731125

15.550165

u hi

qad

ama

din

ara

in tho

usan

d EUR

januarJanuary

februarFebruary

martMarch

aprilApril

majMay

junJune

julJuly

avgustAugust

septembarSeptember

oktobarOctober

novembarNovember

decembarDecember

Po{tanske uslugePostal services

Nov~ano poslovaweFinancial activities

Ostale uslugeOther services

4.82051

4.65649

7.31278

4.50848

4.03443

4.88452

3.41736

3.68339

5.84762

6.29967

5.91363

9.00196

93.420993

95.5701,015

104.6891,112

104.5311,111

105.6021,122

104.6961,112

95.5511,015

90.906966

92.259980

91.518972

92.203980

198.9362,114

205.5592,184

203.7312,165

206.0852,190

207.0122,199

205.7702,186

202.5912,152

211.4022,246

203.9372,167

203.7432,165

206.1322,190

210.3502,235

212.6142,259

39.979425

42.842455

40.895434

44.555473

36.688390

48.313513

72.103766

64.757688

91.558973

64.723688

73.163777

60.769646

0

50.000

100.000

150.000

200.000

250.000

500

1,000

1,500

2,000

2,500

u hi

qad

ama

din

ara

in tho

usan

d EUR

januarJanuary

februarFebruary

martMarch

aprilApril

majMay

junJune

julJuly

avgustAugust

septembarSeptember

oktobarOctober

novembarNovember

decembarDecember

Specijaliz. delat.Specialised activit.

Inf. telekom. usl.Inf. telecomm. serv.

ZakupnineLeases

Ostali prihodiOther income

Mese~na dinamika prihoda od usluga osnovne delatnosti / Monthly dynamics of income from basic operation services

Mese~na dinamika ostalih prihoda iz teku}eg poslovawa / Monthly dynamics from other income from current operations

88

Financial income

Financial income makes 20.6% in the total income of the Enterprise,i.e. nominally 50.2 million EUR.

Structure of financial income

The income collected on the basis of dividends, as for the participa-tion in the Telekom capital for 2008, is domineering in this structure.

Other income

In total income of the Enterprise, other income makes 1.3% or nom-inally 3.0 million EUR.

Structure of other income

Finansijski prihodi

U ukupnim prihodima Preduze}a finansijski prihodi u~estvujusa 20,6%, odnosno nominalno 4,7 milijardi dinara.

Struktura finansijskih prihoda

U ovim prihodima dominiraju prihodi napla}eni po osnovu di-vidende, na ime u~e{}a u akcionarskoj dobiti Telekoma za 2008.godinu.

Ostali prihodiU ukupnim prihodima Preduze}a ostali prihodi u~estvuju sa1,3% ili nominalno 287,9 miliona dinara.

Struktura ostalih prihoda

66,0%66.0%

27,0%27.0%

6,7%6.7%

Dividenda ¯ TelekomDividends ¯ Telekom

POZICIJAITEM

u milionima dinarain million EUR

KamateInterests

Pozitivne kursne razlikePositive foreign-exchange differences

3.117,633.1

1.275,813.6

312,63.3

0,3%0.3%

Valutna klauzulaCurrency clause

15,20.2

61,9%61.9%

38,1%38.1%

Napla}ena otpisana potra`ivawaCollected writedown receivables

POZICIJAITEM

u milionima dinarain million EUR

OstaloOther

178,31.9

109,61.1

Struktura finansijskih prihoda / Structure of financial icome

Struktura ostalih prihoda / Structure of other income

89

11.1.2. Expenditures

Total expenditures of the Enterprise balanced to the amount of 201.8million EUR are 14.7% less than the realised expenditures in 2008.

186.0 million EUR of operating expenditures was made in 2009, whichare less compared to the plan for 2.6%, and for 11.4% in comparisonwith the previous year.

11.1.2. Rashodi

Ukupni rashodi Preduze}a obra~unati u iznosu od 19,0 mili-jarde dinara mawi su za 2,0% od ostvarenih rashoda u 2008. go-dini.

Poslovni rashodi

U 2009. godini ostvareno je 17,5 milijardi dinara poslovnihrashoda, koji su mawi u odnosu na plan za 2,6%, dok su u odnosuna prethodnu godinu ve}i za 1,9%.

92,3%92.3%

5,3%5.3%

2,4%2.4%

PoslovniBusiness

VRSTA RASHODATYPE OF EXPENDITURE

u milionima dinarain million EUR

FinansijskiFinancial

OstaliOther

17.534,1186.3

1.015,010.8

446,34.7

UkupnoTotal

18.995,4201.8

1/2

1-2

1-3

1.

2.

3.

POZICIJAITEM

I XII- 2009.OSTVAREWEREALISATION

I XII- 2009.PLAN

I XII- 2008.OSTVAREWE

indeksindex

97.497.4

1/3indeks 101.988.6

Nominalna razlikaNominal difference

Nominalna razlikaNominal difference

I XII- 2009

PLAN I XII- 2009

REALISATION I XII- 2008

17.507186.0

17.981191.017.186209.8

1/2

index 1/3

1-2

1-3321-23.8

-474-5.0

u milionima dinarain million EUR

Poslovni rashodi Operating expenditures

Struktura ukupnih rashoda / Structure of total expenditures

90

POSLOVNI RASHODI

OPERATING EXPENDITURES

100,0%100.0%

AMORTIZACIJA

DEPRICIATION CHARGES

6,8%6.8%

TRO[KOVI ZAPOSLENIH

EXPENSES FOR EMPLOYEES

66,8%66.8%

NEMATERIJALNI TRO[KOVI

NON-MATERIAL EXPENSES

8,3%8.3%

MATERIJALNI TRO[KOVI

MATERIAL EXPENSES

18,1%18.1%

Struktura poslovnih rashoda

Ostvarewe2009.

Plan2009.

Ostvarewe2008.

u hi

qad

ama

dina

ra

Realisation2009

Plan2009

Realisation2008

in m

illion

EUR

0

30

60

90

120

150

180

210

0

3.000

6.000

9.000

12.000

15.000

18.000

Struktura poslovnih rashoda za period januar — decembar 2009. godine /Structure of operating expenditures for the period January — December 2009

91

— januar — decembar 2009. godine —

*Tro{kovi zaposlenih obuhvataju iznos od 48,7 miliona dinara, koji se odnosi

na doprinose za privredne komore.

Napomena: Poslovni rashodi prikazani su bez nabavne vrednosti prodate robe

(26,8 miliona dinara).

I.

II.

III.

IV.

87654321

374.000

708.000

190.000

232.000

116.000

335.000

504.900

11.455.974

697.260

20.000

470.000

98.740

468.600

662.500

16.880.974

3.007.90031,957

MATERIJALNI TRO[KOVIMATERIAL EXPENSES

548.0005,822

1. Odr`avawe Maintenance

17.980.974191,043

1.100.00011,687

179,356

12.153.234129,125

1.719.84018,274

2. Transport Transport3. Komunalije Utilities4. Telefonske usluge Phone services5. Reprodukcioni materijal Reproduction material6. Slu`bena ode}a Uniforms7. Zakupnine Leases8. Ostali Other

1. Bruto zarade Gross salaries

TRO[KOVI ZAPOSLENIH*EXPENSES OF EMPLOYEES*

NEMATERIJALNI TRO[KOVINON-MATERIAL EXPENSES

2. Ostala li~na primawa i naknade Other salaries and fees

1. Reprezentacija Entertainment costs

UKUPNI OPERATIVNI TRO[KOVITOTAL OPERATION EXPENDITURESAMORTIZACIJADEPRECIATION

UKUPNOTOTAL

2. Platni promet Payment operations3. Osigurawe imovine i lica Personal and property insurance4. Porezi Taxes5. Ostali Others 7,039

4,979

1,049

4,994

213

7,408

121,717

5,364

3,559

1,232

2,465

2,019

7,522

3,974

3.064.289 3.164.200 263.683 105,218,1 103,337,410 33,619 2,801 105.218.1 89.9

656.609 561.714 46.810 102,53,2 85,58,016 5,968 497 102.53.2 74.4

418.645

675.834

208.492

208.908

54.115

327.769

513.917

11.406.996

10.606.555

800.441

1.649.376

36.722

423.443

116.235

428.957

644.019

16.120.661

1.064.913

17.185.574

8,251

5,111

2,545

2,550

661

4,002

6,274

139,264

129,492

9,772

20,137

448

5,170

1,419

5,237

7,863

196,811

13,001

209,812

3,933763.807

32863.651

99.0107,9

2.14,4 113,0

370.176 30.848 99,02,177.088,4

8,115 676 107.94.4 98.4204.832

283.843

17.069

23.654

107,8

122,3

1,2

1,6

98,2

135,92,176 181 107.81.2 85.5

3,016 251 122.31.6 118.259.605

293.242

4.967

24.437

51,4

87,5

0,3

1,7

110,1

89,5633 53 51.40.3 95.9

3,116 260 87.51.7 77.9626.981

11.693.612

10.914.711

52.248

974.468

909.559

124,2

96,2

95,3

3,6

66,8

62,3

122,0

102,5

102,9

6,662 555 124.23.6 106.2

124,242 10,354 96.266.8 89.2

115,966 9,664 95.362.3 89.6778.901

1.455.574

19.247

481.090

100.234

266.314

588.689

16.313.387

1.193.908

17.507.294

64.908

121.298

1.604

40.091

8.353

22.193

49.057

1.359.449

99.492

1.458.941

111,7

84,6

96,2

102,4

101,5

56,8

88,9

96,6

108,5

97,4

4,5

8,3

0,1

2,7

0,6

1,5

3,4

93,2

6,8

100,0

97,3

88,2

52,4

113,6

86,2

62,1

91,4

101,2

112,1

101,9

8,276 690 111.74.5 84.7

15,465 1,289 84.68.3 76.8

204 17 96.20.1 45.6

5,111 426 102.42.7 98.9

1,065 89 101.50.6 75.0

2,830 236 56.81.5 54.0

6,255 521 88.93.4 79.5

173,326 14,444 96.693.2 88.1

186,011 15,501 97.4100.0 88.7

12,685 1,057 108.56.8 97.6

4/2%

4/3

POZICIJAITEM

MESE^NIPROSEKMONTHLYAVERAGE

u hiqadama dinarain thousand EUR

INDEKSIINDEXES

I-XII 2009.I-XII 2009

I-XII 2008.I-XII 2008

PLAN 2009.I-XII

PLAN I-XII 2009

*Expenses of employees comprise the amount of 517.4 thousand EUR, which refers to

the contributions for commercial chambers.

Note: Operating expenditures are shown without purchase value of sold goods (284

thousand EUR).

Analiti~ki pregled poslovnih rashoda / Analytical review of operating expenditures— komparacija sa planom i 2008. godinom / comparison with the Plan and 2008 —

92

Structure of operating expenditures lytical review of operating expen

Financial expenditures

In total expenditures of the Enterprise, financial expenditures make5.3%, and are balanced in the amount of 10.8 million EUR.

Mese~na dinamika poslovnih rashoda

Finansijski rashodi

U ukupnim rashodima Preduze}a finansijski rashodi u~estvuju sa5,3% i obra~unati su u iznosu od 1,0 milijarde dinara.

127.7961,358

216.0872,296

372.7043,960

172.4041,832

243.0972,583

248.2062,637

252.8032,686

256.3752,724

290.0723,082

226.6612,408

264.0412,805

493.9545,248

952.58810,121

945.07910,041

1.004.39310,671

1.020.08810,838

961.45110,215

1.069.63311,365

970.80410,315

949.88710,092

952.06210,115

961.75010,218

944.77710,038

961.10010,211

93.767996

122.8851,306

153.3411,629

114.0621,212

144.6141,536

104.5101,110

133.4651,418

115.2701,225

107.4301,141

106.2261,129

110.5031,174

149.5011,588

95.4081,014

95.1071,010

95.8391,018

96.3851,024

97.3061,034

97.6551,038

100.0101,063

100.4081,067

100.4641,067

100.8071,071

104.1811,107

110.3381,172

0

200.000

400.000

600.000

800.000

1.000.000

1.200.000

2,000

4,000

6,000

8,000

10,000

12,000

u hi

qad

ama

din

ara

in tho

usan

d EUR

januarJanuary

februarFebruary

martMarch

aprilApril

majMay

junJune

julJuly

avgustAugust

septembarSeptember

oktobarOctober

novembarNovember

decembarDecember

Materijalni tro{koviMaterial expenses

Tro{kovi zaposlenihExpenses of employees

Nematerijalni tro{koviNon-material expenses

Tro{kovi amortizacijeDepreciation expenses

Mese~na dinamika poslovnih rashoda / Monthly dynamics of operating expenditures

93

Other expenditures

Other expenses amounting to 4.7 million EUR make 2.4% in total ex-penditures of the Enterprise.

Struktura finansijskih rashoda

Ostali rashodi

Obra~unati ostali rashodi u iznosu od 446,3 miliona dinarau~estvuju sa 2,4% u ukupnim rashodima Preduze}a.

62,4%62.4%

37,6%37.6%

IV nenapla}enih potra`ivawaIV for unpaid claims

POZICIJAITEM

u milionima dinarain million EUR

OstaloOther

278,62.96

167,71.78

Struktura ostalih rashoda / Structure of other expenditures

69,3%69.3%

30,6%30.6%

0,1%0.1%

Negativne kursne razlikeNegative foreign-exchange differences

POZICIJAITEM

u milionima dinarain million EUR

KamateInterests

OstaloOther

703,57.47

310,93.30

0,60.01

Struktura finansijskih rashoda / Structure of financial expenditures

94

11.2. Finansijski polo`aj

3. Biolo{ka sredstvaBiological assets

Prethodna god. / Previous yearTeku}a god. / Current year

IZNOS / AMOUNT

u hiq. din. / in thous. *EUR u hiq. din. / in thous. *EUR

POZICIJA / ITEM

881,126 951,469

NEUPLA]ENI UPISANI KAPITALI.UNPAID SUBSCRIBED CAPITAL

84.301.06884.490.154

8,263

179,880

132,122

47,758

692,983

684,499

8,484

148,490

5,299

143,191

26,616

9,557

191,735

138,357

53,378

750,176

741,185

8,991

162,801

5,435

157,366

25,542

110,508

18,322

2,994

1,114,2701,029,617

101,563

12,771

2,242

846.781

16.987.937

12.258.599

4.729.338

66.466.350

65.669.701

796.649

14.424.363

481.570

13.942.793

2.263.073

9.791.149

1.623.332

265.239

792.327

17.248.494

12.669.049

4.579.445

66.449.333

65.635.802

813.531

14.238.559

508.103

13.730.456

2.552.135

9.738.784

1.224.574

214.963

98.725.43198.728.713

II. GOODWILLGOODWILL

III. NEMATERIJALNA ULAGAWAINTANGIBLE INVESTMENTS

IV. NEKRETNINE, POSTROJEWA, OPREMA I BIOLO[KA SREDSTVAREAL ASSETS, PLANTS, EQUIPMENT AND BIOLOGICAL ASSETS

1. Nekretnine, postrojewa i opremaReal assets, plants and equipment

2. Investicione nekretnineInvestment-related real assets

V. DUGORO^NI FINANSIJSKI PLASMANILONG-TERM FINANCIAL PLACEMENTS

1. U~e{}a u kapitaluShare in capitalOstali dugoro~ni finansijski plasmaniOther long-term financial placements

2.

B.B. OBRTNA IMOVINA

CURRENT ASSETS

II. STALNA SRED. NAM. PROD. I SRED. POSLO. KOJE SE OBUSTAVQAFIXED ASSETS FOR SALE AND ASSETS BELONGING TO CEASED ACTIVITIES

I. ZALIHESTOCKS

Potra`ivawaReceivables

1.

Potra`ivawa za vi{e pla}en porez na dobitakReceivables for surplus income tax paid

2.

Kratkoro~ni finansijski plasmaniShort-term financial placements

3.

Gotovinski ekvivalenti i gotovinaCash and cash equivalents

4.

Porez na dodatu vrednost i AVRValue added tax and balance brought forward

5.

IV. ODLO@ENA PORESKA SREDSTVADEFERRED TAXES

C.V. POSLOVNA IMOVINA

OPERATING PROPERTY

STALNA IMOVINAA.

AKTIVA

FIXED ASSETS

ASSETS

A.

III. KRATKORO^NA POTRA@IVAWA, PLASMANI I GOTOVINASHORT-TERM RECEIVABLES, PLACEMENT AND CASH

D.G. GUBITAK IZNAD VISINE KAPITALA

LOSS ABOVE THE AMOUNT OF CAPITAL

Bilans stawa na dan 31. 12. 2009. godine /Balance Sheet as at December 31st, 2009

11.2. Financial Position

95

Prethodna god. / Previous yearTeku}a god. / Current year

IZNOS / AMOUNT

u hiq. din. / in thous. *EUR u hiq. din. / in thous. *EUR

POZICIJA / ITEM

E.D. UKUPNA AKTIVA

TOTAL ASSETS

F.\. VANBILANSNA AKTIVA

OFF-BALANCE SHEET ASSETS

KAPITALA.

PASIVA

CAPITAL

LIABILITIES

A.

I. OSNOVNI KAPITALEQUITY CAPITAL

II. NEUPLA]ENI UPISANI KAPITALUNPAID SUBSCRIBED CAPITAL

III. REZERVERESERVES

IV. REVALORIZACIONE REZERVEREVALUATION RESERVES

V. NEREALIZOVANI DOBICI PO OSNOVU HOVUNGAINED PROFITS BASED ON SECURITIES

VI. NEREALIZOVANI GUBICI PO OSNOVU HOVUNCHARGED LOSSES BASED ON SECURITIES

VII. NERASPORE\ENI DOBITAKUNDISTRIBUTED PROFIT

VIII. GUBITAKLOSS

IX. OTKUPQENE SOPSTVENE AKCIJEPURCHASED OWN SHARES

B.B. DUGORO^NA REZERVISAWA I OBAVEZE

LONG-TERM PROVISIONS AND CHARGESI. DUGORO^NA REZERVISAWA

LONG-TERM PROVISIONSII. DUGORO^NE OBAVEZE

LONG-TERM CHARGESDugoro~ni kreditiLong-term credits

1.

Ostale dugoro~ne obavezeOther long-term charges

2.

III. KRATKORO^NE OBAVEZESHORT-TERM CHARGES

Kratkoro~ne finansijske obavezeShort-term financial charges

1.

Obaveze po osn. sred. nam. pro. i sred. posl. koje se obustavqajuCharges for assets for sale and assets belonging to ceased activities

2.

Obaveze iz poslovawaOperating charges

3.

Ostale kratkoro~ne obavezeOther short-term charges

4.

Obaveze po osnovu PDV-a i ostalih javnih prihoda i PVRVAT and other public revenue charges

5.

Obaveze po osnovu poreza na dobitakIncome tax charges

6.

IV. ODLO@ENE PORESKE OBAVEZEDEFERRED TAX CHARGES

C.V. UKUPNA PASIVA

TOTAL LIABILITIES

D.G. VANBILANSNA PASIVA

OFF-BALANCE SHEET LIABILITIES

1,114,270

8,601

6,456

3,918

28,748

9,301

71,948

71,948

100,695

87,826

8,774

928,921

832,677

1,029,617

10,086

1,114,270

8,192

1,029,617

10,086

471

8,192

1,004,120

901,169

9,456

2

359 4

93,499

110,150

81,251

81,251

28,899

7,822

9,443

7,811

3,823

98.725.431

725.850

98.728.713

967.169

45.189

98.725.431

725.850

88.966.011

79.844.443

837.817

8.284.078

9.759.420

7.198.962

7.198.962

2.560.458

693.021

836.658

692.052

338.727

824.766

619.106

375.662

2.756.568

891.845

6.898.978

6.898.978

9.655.546

8.421.566

34.400

194

841.364

89.073.167

79.844.443

98.728.713

967.169

8

335

*Prera~un u evro ura|en je na bazi sredweg kursa na dan 31. 12. 2009. godine (95,8888) i na dan 31. 12. 2008. godine (88,6010) / *Translation into EUR was performed

using the mean exchange rate as of December 31st 2009 (95.8888), or as of December 31st 2008 (88.6010).

96

Na bazi finansijskog izve{taja Bilansa stawa utvr|eni su imo-vina, obaveze i kapital Preduze}a sa stawem na dan 31. 12.2009. godine:

On the basis of the Balance Sheet financial report, assets, liabilities andcapital of the Enterprise are determined as of December 31st, 2009:

AKTIVAASSETS

u milionima dinarain million EUR

Stalna imovinaFixed assets

Obrtna imovinaCurrent assets

Ukupna aktivaTotal assets

Vanbilansna aktivaOff-balance sheet assets

84.490881.1

14.239148.5

98.7291,029.6

96710.1

0

50.000500

100.0001,000

Stalna imovinaFixed assets

u mil

ioni

ma

dina

rain m

illion

EUR

Obrtna imovinaCurrent assents

90,2%90.2%

9,8%9.8%

KapitalCapital

PASIVALIABILITIES

u milionima dinarain million EUR

ObavezeCharges

89.073928.9

9.656100.7

Ukupna pasivaTotal liabilities

Vanbilansna pasivaOff-balance sheet liabilities

98.7291,029.6

96710.1

Struktura izvora / Resources structure

97

11.2.1. Aktiva

Stalna imovina

Struktura stalne imovine

U strukturi stalne imovine Preduze}a dominiraju dugoro~ni fi-nansijski plasmani koji predstavqaju u~e{}a u kapitalu pravnihlica:

• 80% “Telekom Srbija” a. d.• 100% “Mobtel” p. d.• 29,72% “Banka Po{tanska {tedionica” a. d. i• 1,42% “Politika” a. d.

Nekretnine, postrojewa i oprema ~ine 20,4% stalne imovine saslede}om strukturom:

1. zemqi{te 3,3%2. gra|evinski objekti 47,9% sa otpisanom vrednosti 39,3%3. investicione nekretnine 26,6% sa otpisanom vrednosti 45,3%4. oprema 12,2% sa izuzetno visokim stepenom otpisa od 80,1% 5. avansi i osnovna sredstva u pripremi 10,0%, koja se sukce-

sivno prenose na osnovna sredstva u funkciji u okviru stalneimovine.

11.2.1. Assets

Fixed assets

The structure of fixed assets of the Enterprise is domineered by long-term financial placements which represent participation in the capitalof legal entities:

• 80% "Telekom Srbija" j.s.c

• 100% "Mobtel" p.c.

• 29.72% "Postal Savings Bank" j.s.c. and

• 1.42% "Politika" j.s.c.

Real estate, plant and equipment make 20.4% of the fixed assets withthe following structure:

1. land 3.3%

2. building structures 47.9% with write-off value of 39.3%

3. investment real assets 26.6% with write-off value of 45.3%

4. equipment 12.2% with extremely high write-off value of 80.1%, and

5. advances and fixed assets in preparation 10.0%, which are suc-

cessively transferred to the capital assets in function, within fixed

assets.

0,9%0.9%

78,7%78.7%

Nematerijalna ulagawaIntangible investments

POZICIJAITEM

u milionima dinarain milion EUR

Dugoro~ni finansijski plasmaniLong-term financial placements

7928.2

66.450693.0

UkupnoTotal

84.490881.1

20,4%20.4%

Nekretnine, postrojewa i opremaReal assets, plants and equipment

17.248179.9

Struktura stalne imovine / Fixed assets structure

98

Current assets

Current assets structure

The stocks are continually maintained at the optimal level and as suchmake 3.6% of the current assets.

Short-term receivables amounting to 26.6 million EUR refer to the fol-lowing:

• Current receivables from buyers in land on the basis of postal, in-

ternet and CDS services 52.4%;

• Receivables from the buyers abroad on the basis of services in the

international postal traffic 15.9%;

• Receivables from the employees (loan, December 2009) 26.1%;

• Other receivables as per various grounds (interest on time assets,

insurance, sick leave, maternity leave, etc) 5.6%.

Short-term financial placements amounting to 101.6 million EUR rep-resent term deposits for RSD and foreign-exchange funds with com-mercial banks.

The cash on the Enterprise’s accounts amounts to 12.8 million EURon the Balance Sheet day.

Obrtna imovina

Struktura obrtne imovine

Zalihe se konstantno odr`avaju na optimalnom nivou i kao takve~ine 3,6% obrtne imovine.

Kratkoro~na potra`ivawa u iznosu od 2,6 milijarde dinaraodnose se na:

• teku}a potra`ivawa od kupaca u zemqi po osnovu po{tanskih,internet i KDS usluga 52,4%;

• potra`ivawa od kupaca u inostranstvu po osnovu usluga ume|unarodnom po{tanskom saobra}aju 15,9%;

• potra`ivawa od zaposlenih (pozajmica, decembar 2009) 26,1%;• ostala potra`ivawa po raznim osnovama (kamata na oro~enasredstva, osigurawe, bolovawa, porodiqsko odsustvo i drugo)5,6%.

Kratkoro~ni finansijski plasmani u iznosu od 9,7 milijardi di-nara predstavqaju oro~ena dinarska sredstva i devizna sred-stva kod poslovnih banaka.

Gotovina na ra~unima Preduze}a na dan bilansirawa iznosilaje 1,2 milijarde dinara.

8,6%8.6%

3,6%3.6%

Gotovinski ekvivalenti i gotovinaCash and cash equivalents

POZICIJAITEM

u milionima dinarain million EUR

ZaliheStocks

1.22512.8

2152.2

5085.3

86,3%86.3%

Kratkoro~na potra`ivawa i plasmaniShort-term receivables and placements

12.291128.2

UkupnoTotal

14.239148.5

1,5%1.5%

PDV i AVRVAT and balance brought forward

Struktura obrtne imovine / Current assets structure

99

11.2.2. Liabilities

Resources structure

Capital

The capital participates with 90.2% in the structure of operating re-sources, showing extremely reliable parameter of financial resourcestructure of the Enterprise.

11.2.2. Pasiva

Struktura izvora

Kapital

U strukturi poslovnih izvora kapital participira sa 90,2% {topredstavqa izuzetno kvalitetan parametar finansijske struk-ture izvora Preduze}a.

90,2%90.2%

7,0%7.0%

2,8%2.8%

POZICIJAITEM

u milionima dinarain million EUR

KapitalCapital

89.073928.9

¯ osnovni kapital ¯ fixed capital

79.844832.78418.8

¯ rezerve ¯ reserves ¯ neraspore|ena dobit ¯ undistributed profit

8.42287.8-34-0.4

¯ nerealizovani gubici po osnovu hartija od vrednosti ¯ unrealised paper loss

ObavezeCharges

9.656100.7

¯ dugoro~ne obaveze ¯ long-term charges

6.89971.9

¯ kratkoro~ne obaveze ¯ short-term charges

2.75728.8

UkupnoTotal

98.7291,029.6

Struktura izvora / Resources structure

100

Charges

Total charges make 9.8% of the operating resources. In thestructure of total charges the long-term charges domineer with71.4%, and the short-term ones with 28.6%.

Obaveze

Ukupne obaveze ~ine 9,8% poslovnih izvora. U strukturi ukupnihobaveza dominiraju dugoro~ne obaveze sa 71,4%, a kratkoro~nesa 28,6%.

28.8

4.4

6.5

9.3

6.0

3.3

8.6

2.757

421

619

ITEMPOZICIJA

in million EURu milionima dinara

Short-term financial chargesKratkoro~ne finansijske obaveze

Hypo Alpe-Adria-bankHypo Alpe-Adria-bank

Raiffeisen bankRaiffeisen bank

1.892

571

318

8252.

Operating chargesObaveze iz poslovawa

3.

4.

Other short-term chargesOstale kratkoro~ne obaveze i PVR

TOTALUKUPNO

VAT and other public revenue chargesObaveze po osnovu PDV-a, ostalih javnih prihoda i PVR

61.0

10.8

January 15, 2008

January 15, 2014

January 15, 2021

January 15, 2009

1.

2.

HYPO ALPE-ADRIA-BANKHYPO ALPE-ADRIA-BANK

REIFFEISEN BANKRAIFFEISEN BANK

5.853

1.032

15. 1. 2008.

15. 1. 2014.

15. 1. 2021.

15. 1. 2009.

in million EURu milionima dinara

CREDITORSPOVERIOCI

grace periodgrejs period

maturity daterok dospe}a

grace periodgrejs period

maturity daterok dospe}a

Dugoro~ne obaveze / Long-term charges

Kratkoro~ne obaveze / Short-term charges

101

Nov~ani tokovi Izve{taj o tokovima gotovine- u periodu od 01. 01. do 31. 12. 2009. godine -

Prodaja akcija i udela (neto prilivi)1.Sales and stocks and shares (net inflow)

Ostali finansijski plasmani (neto prilivi)3.Other financial placements (net inflows)

Primqene kamate iz aktivnosti investirawa4.Interests receivedPrimqene dividende5.Dividends received

Pla}awa po osnovu ostalih javnih prihoda5.Payments based on other public revenues

Porez na dobit4.Profit tax

Pla}ene kamate3.Interests paid

Zarade, naknade zarada i ostali li~ni rashodi2.Salaries, salary compensations and other personal expenses

Isplate dobavqa~ima i dati avansi1.Payments to suppliers and given advances

Neto odliv gotovine iz poslovnih aktivnostiIV.Net outflow in operating activities

Neto priliv gotovine iz poslovnih aktivnostiIII.Net inflow in operating activities

Odlivi gotovine iz poslovnih aktivnostiII.Cash outflows in operating activities

Prethodna god. / Previous yearTeku}a god. / Current year

IZNOS / AMOUNT

u hiq. din. / in thous. *EUR u hiq. din. / in thous. *EUR

POZICIJA / ITEM

33,124

12,812

176

47,565

5,253

12,585

3,304

130,912

36,119

182,920

30,188

740

157,246

188,173

1,453

39,672

13,964

646

7

54,289

8,141

20,146

6,697

148,056

39,102

214,000

41,866

769

163,224

205,859

3.117.623 3.249.516

1.205.886 1.143.790

16.563 52.881

4.476.845 4.446.785

494.452

666.790

1.184.480 1.650.108

310.963 548.546

12.321.451 12.127.115

3.399.498 3.202.773

17.216.392 17.528.542

2.841.313 3.429.223

69.609 62.967

14.799.922 13.369.562

17.710.844 16.861.752

136.773

598

Prilivi gotovine iz poslovnih aktivnostiI.

A.A.

TOKOVI GOTOVINE IZ POSLOVNIH AKTIVNOSTI

Cash inflows in operating activities

CASH FLOWS IN OPERATING ACTIVITIES

Prilivi gotovine iz aktivnosti investirawaI.

B. TOKOVI GOTOVINE IZ AKTIVNOSTI INVESTIRAWA

Cash inflows in investment activities

CASH FLOWS IN INVESTMENT ACTIVITIESB.

Prodaja i primqeni avansi1.Sales and received advancesPrimqene kamate iz poslovnih aktivnosti2.Interests received in operating activitiesOstali prilivi iz redovnog poslovawa3.Other operating cash inflows

Prodaja nemat. ulag., nekret., postrojewa, opreme i biol. sred.2.Sales of intan. invest., real assets, plants, equipment and biolog. assets

Kupovina akcija i udela (neto odlivi)1.Purchase of stocks and shares (net outflows)

17,227 30,9341.621.384 2.533.804Odlivi gotovine iz aktivnosti investirawaII.Cash outflows in investment activities

11.3. Nov~ani tokovi 11.3. Cash Flow

Izve{taj o tokovima gotovine u periodu od 01. 01. do 31. 12. 2009. godine / Cash Flow Statement for the period from January 1st to December 31st, 2009

102

Kupovina nemat. ulag., nekret., postrojewa, opreme i biol. sred.2.Purchase of intan. invest., real assets, plants, equipment and biolog. assets

Ostali finansijski plasmani (neto odlivi)3.Other financial placements (net outflows)

Uve}awe osnovnog kapitala1.Increase of capital assetsDugoro~ni i kratkoro~ni krediti (neto prilivi)2.Long-term and short-term loans (net inflows)Ostale dugoro~ne i kratkoro~ne obaveze3.Other long-term and short-term liabilities

Otkup sopstvenih akcija i udela1.Redemption of own stocks and sharesDugoro~ni i kratk. krediti i ostale obaveze (neto odlivi)2.Long-term and short-term loans and other liabilities (net outflows)Finansijski lizing3.Financial leasing

Prethodna god. / Previous yearTeku}a god. / Current year

IZNOS / AMOUNT

u hiq. din. / in thous. *EUR u hiq. din. / in thous. *EUR

POZICIJA / ITEM

J. GOTOVINA NA KRAJU OBRA^UNSKOG PERIODACASH ON HAND AT THE END OF THE BALANCE PERIODK.

13,011

44

117

17,248

240,049

235,739

39,902

39,902

39,902

30,339

17,227

4,310

179

396

19,819

18,962

259,508

260,148

14,574

14,574

14,574

6,926

24,008

23,355

640

32.41510.980

1.623.332 1.553.159

52.458

405.638

22.593.327 21.256.079

22.187.689 21.308.537

3.755.551 1.193.733

3.755.551 1.193.733

3.755.551 1.193.733

1.912.9812.855.461

567.337

1.621.384 1.966.467

14.700

1.224.574 1.623.332

4.100I. NEGATIVNE KURSNE RAZL. PO OSN. PRERA^UNA GOTOVINE

NEGATIVE EXCHANGE DIFFERENTIALS BASED ON CASH ACCOUNTINGJ.

Z. POZITIVNE KURSNE RAZL. PO OSN. PRERA^UNA GOTOVINEPOSITIVE EXCHANGE DIFFERENTIALS BASED ON CASH ACCOUNTINGI.

@. GOTOVINA NA PO^ETKU OBRA^UNSKOG PERIODACASH ON HAND ON JANUARY 1stH.

E. NETO ODLIV GOTOVINENET CASH OUTFLOWG.

\. NETO PRILIV GOTOVINENET CASH INFLOWF.

D. SVEGA ODLIVI GOTOVINETOTAL CASH OUTFLOWE.

G. SVEGA PRILIVI GOTOVINETOTAL CASH INFLOWD.

Neto odliv gotovine iz aktivnosti finansirawaIV.Net cash outflows in financial activities

Ispla}ene dividende4.Dividends paid

Odlivi gotovine iz aktivnosti finansirawaII.Cash outflows in financial activities

Prilivi gotovine iz aktivnosti finansirawaI.

V. TOKOVI GOTOVINE IZ AKTIVNOSTI FINANSIRAWA

Cash inflows in financial activities

CASH FLOWS IN FINANCIAL ACTIVITIESC.

Neto priliv gotovine iz aktivnosti finansirawaIII.Net cash inflows in financial activities

Neto odliv gotovine iz aktivnosti investirawaIV.Net cash outflow in investment activities

Neto priliv gotovine iz aktivnosti investirawaIII.Net cash inflow in investment activities

*Prera~un u evro ura|en je po prose~nom sredwem kursu za period januar ¯ decembar 2009. godine (94,1198) i za period januar ¯ decembar 2008. godine (81,9092) /

*Translation into EUR was performed using the average mean exchange rate for the period January — December 2009 (94.1198) and for the period January — December 2008 (81.9092).

103

In the course of the entire 2009, the Enterprise has timely discharg-ing the current and other duties (towards the employees, suppliers,public revenues and banks — loans) from own liquid money assets.

Total money flows in the period January — December 2009 are illus-trated in the following table and chart:

Preduze}e je tokom cele 2009. godine blagovremeno izmirivaloteku}e i ostale obaveze (prema zaposlenima, dobavqa~ima,javnim prihodima i bankama — krediti) iz sopstvenih likvidnihnov~anih sredstava.

Naredna tabela i grafi~ki prikaz ilustruju ukupne nov~anetokove u periodu januar — decembar 2009. godine:

Sa aspekta aktivnosti, prilivi i odlivi realizovani su:

235.7

240.0

4.3

17.2

0.1

13.0

in million EURu milionima dinara

22.187,7

ITEMPOZICIJA

22.593,3

405,6

1.623,3

6,9

1.224,6

NET OUTFLOWNETO ODLIV

Opening balancePo~etno stawe

CASH AT THE END OF THE PERIODGOTOVINA NA KRAJU PERIODA

Currency differentials + net inflowKursne razlike + neto priliv

Total inflowsUkupni prilivi

Total outflowsUkupni odlivi

-5.000-50

0

5.00050

10.000100

15.000150

20.000200

25.000250

PrilivInflow

OdlivOutflow

Neto nov~ani tokNet money flow

u mil

ioni

ma

dina

rain m

illion

EUR

Ukupni nov~ani tokovi u periodu januar — decembar 2009. godine / Total money flows in the period January — Decembar 2009

104

The realised inflows and outflows from the aspect of activities are pre-

sented in the following table:

11.4. Investments

For investments funding in 2009, money assets were allocated in theamount of 12.9 million EUR, i.e. only 31.3% of the planned assets,which is 2.5% less in comparison with the previous year.

Structure of investments- January — December 2009 -Review of implemented investments

11.4. Investicije

Za finansirawe investicija u 2009. godini izdvojena su nov~anasredstva u iznosu od 1,2 milijarde dinara, odnosno svega 31,3%od planiranih sredstava, {to je i u odnosu na prethodnu godinuvi{e za 12,0%.

Struktura investicionih ulagawa— januar — decembar 2009. godine —

235.7

240.0

35.63.349,9

39.9

-4.3-405,6

100.0

100.0

39.9

39.9

16.6

-4.3

30.3

17.2

47.5

7.2

20.2

5.3

182.9

188.2

76.2

79.8

u milionima dinara / in million EUR

ITEMPOZICIJA

TOTALUKUPNO

22.187,7

22.593,3

3.755,5

100,0

100,0

3.755,5

3.755,5

16,6

-405,6

2.855,4

1.621,4

4.476,8

7,2

20,2

494,5

17.216,4

17.710,9

76,2

79,8INFLOWSPRILIVI

OUTFLOWSODLIVI

NET INFLOWNETO PRILIV

NET OUTFLOWNETO ODLIV

NET MONEY FLOWNETO NOV^ANI TOK

1.

2.

3.

4.

participation in %u~e{}e u %

participation in %u~e{}e u %

AKTIVNOSTIFINANSIRAWA

FINANCINGACTIVITIES

POSLOVNEAKTIVNOSTI

BUSINESSACTIVITIES

AKTIVNOSTIINVESTIRAWAINVESTMENTACTIVITIES

OpremaEquipmentTransportna sredstvaTransportation meansKDSCDSPTT objektiPTT buildingsPo{tanski projektiPostal projectsKancelarijski name{tajOffice furnitureGPCMPCLegalizacija objekataLegalisation of objects

51,6%51.6%17,0%17.0%20,0%20.0%9,2%9.2%0,7%0.7%1,0%1.0%0,3%0.3%0,2%0.2%

Sa aspekta aktivnosti, prilivi i odlivi realizovani su:

Struktura investicionih ulagawa u periodu januar – decembar 2009. godine /Structure of investments for period January – December 2009

The realised inflows and outflows from the aspect of activities are pre-sented:

105

In the structure of investments equipment procurement domineers with51.6%, CDS (equipment and network contraction) makes 20.0% andtransportation means 17.0%, while on all other investments 11.4% ofmoney assets was spent.

Assets invested in investments financing participate with 6.8% in thetotal operating income of the Enterprise.

Pregled investicionih ulagawa— komparacija sa planom i 2008. godinom —

U strukturi investicionih ulagawa dominiraju ulagawa unabavku opreme 51,6%, KDS (oprema i izgradwa mre`e) 20,0% itransportnih sredstava 17,0%, dok je za sve ostale investicijeutro{eno 11,4% nov~anih sredstava.

Sredstva ulo`ena za finansirawe investicija u~estvuju sa 6,8%u ukupnim poslovnim prihodima Preduze}a.

2,125

537

16,591

4,144

2,762

4,011

2,975

3,389

319

74

41,203

2,231

6.

5.

4.

3.

2.

1.

1 2 3 4 5 6 7 8

%5/3 5/4

8.

7.

2,699

15,937

2,451

6,370

1,106

1,762

1,609

1,208

1,786

164

16

13,214

2,425

685

2

1,180

97

6,649

678

1,831

2,495

791

2,187

130

27

12,880

2,571

854

39

9.2

0.7

51.6

5.3

14.2

19.4

6.1

17.0

1.0

0.2

100.0

20.0

6.6

0.3

55.5

18.0

40.1

16.4

66.3

62.2

26.6

64.5

40.7

36.2

31.3

115.2

31.7

0.2

48.1

104.4

61.3

103.9

155.1

65.5

122.4

79.1

166.9

97.5

106.0

124.8

ORD.No.

REDNIBROJ

MPCGPC

ITEMPOZICIJA

PLANI-XII 2009

PLAN- 2009.I XII

I-XII 2008I XII- 2008.

I-XII 2009I XII- 2009.

INDEXESINDEKSI

in thousand *EURu hiqadama dinara

procur., appl. and legalisat. of softwarenabav., uvo|. i legalizac. softvera

PTT BUILDINGSPTT OBJEKTI

POSTAL PROJECTSPO[TANSKI PROJEKTI

EQUIPMENTOPREMA

computersra~unarska

postalpo{tanska

telecommunicationtelekomunikaciona

otherostala

TRANSPORTATION MEANSTRANSPORTNA SREDSTVA

OFFICE FURNITUREKANCELARIJSKI NAME[TAJ

TOTALUKUPNO

CDSKDS

LEGALISATION OF OBJECTSLEGALIZACIJA OBJEKATA

1.500.000 173 3.707 0,3 0,2

200.000 200.800 111.027 9,2 55,5 55,3

50.500 9.094 0,7 18,0

1.561.500 521.725 625.854 51,6 40,1 120,0

390.000 90.620 63.795 5,3 16,4 70,4

260.000 144.305 172.336 14,2 66,3 119,4

377.500 131.769 234.870 19,4 62,2 178,2

280.000 98.929 74.431 6,1 26,6 75,2

254.000 56.102 80.422 6,6 31,7 143,3

319.000 146.287 205.810 17,0 64,5 140,7

30.000 13.419 12.197 1,0 40,7 90,9

210.000 198.654 242.024 20,0 115,2 121,8

7.000 1.322 2.535 0,2 36,2 191,8

3.878.000 1.082.380 1.212.248 100,0 31,3 112,0

Pregled investicionih ulagawa / Review of implemented investmentsÄ komparacija sa planom i 2008. godinom / comparison with the Plan and 2008 Ä

*Prera~un u evro ura|en je po prose~nom sredwem kursu za period januar — decembar 2009. godine (94,1198) i za period januar — decembar

2008. godine (81,9092) / Translation into EUR was performed using the average mean exchange rate for the period January — December 2009

(94.1198) and for the period January — December 2008 (81.9092).

Bele{ke / Notes

Bele{ke / Notes