Special delivery concerns

[postality]

Had a special delivery today for an address towards the end of my duty, i turned up at the guys house at 2:30 to find him on the phone chasing it up and very worried.
It was his passport and when he traced it online it showed as being delivered before 1pm, he in turn contacted passport office who also said it was showing as being delivered and must be with a neighbour.

I apologised and explained that i would never have left a special with a neighbour and advised him to make an official complaint.
My point is that my office is scanning specials every day as delivered on time regardless wether they have been or not, this is the third time ive had this kind of complaint and im getting a bit pissed trying to explain that i have no time to break off and do them before 1pm to customers and managers alike..

Our performance figures show a high 90's % success rate on specials which I know is bollocks when it comes to time delivered...

Are the management wrong to be doing this? surely they must be fiddling it , and what can I do about it? not just for me but for my full office, our most expensive product being treat like it dont matter, it stinks.

Advice appreciated

[clashcityrocker]

I assume you are still using paper and pen.
We'll all have PDAs by the end of the year and it will cease to be an issue.

[DGP1]

I take it you where using pen and paper?

You are right that management shouldn't be scanning in specials as delivered before 1pm without them being delivered but they do because they can and it gets the DSM from shouting at them in the daily conference call.

[clashcityrocker]

You are right that management shouldn't be scanning in specials as delivered before 1pm without them being delivered but they do because they can and it gets the DSM from shouting at them in the daily conference call.

It isn't managers that do the scanning, it is normally the PHG/locker staff.
If you deliver a SD at 11am but don't tell them until 14.30 when you get back off delivery, if they confirm it as delivered then it will show up as a failure on the system. When it isn't.

[postality]

You are right that management shouldn't be scanning in specials as delivered before 1pm without them being delivered but they do because they can and it gets the DSM from shouting at them in the daily conference call.

It isn't managers that do the scanning, it is normally the PHG/locker staff.
If you deliver a SD at 11am but don't tell them until 14.30 when you get back off delivery, if they confirm it as delivered then it will show up as a failure on the system. When it isn't.

What about when it is a failure?
sometimes pen and paper sometimes PDA depends if its in my bag..

The issue though is that the customer has an uncomfortable hour or 2 thinking his special has gone missing.

also when the customer rightly tries to claim compo or complain they have no case as item is being shown as delivered on time

[Pat Ostman]

You are right that management shouldn't be scanning in specials as delivered before 1pm without them being delivered but they do because they can and it gets the DSM from shouting at them in the daily conference call.

It isn't managers that do the scanning, it is normally the PHG/locker staff.
If you deliver a SD at 11am but don't tell them until 14.30 when you get back off delivery, if they confirm it as delivered then it will show up as a failure on the system. When it isn't.

What about when it is a failure?
sometimes pen and paper sometimes PDA depends if its in my bag..

The issue though is that the customer has an uncomfortable hour or 2 thinking his special has gone missing.

Why does it depend if the PDA is in your bag?

[postality]

You are right that management shouldn't be scanning in specials as delivered before 1pm without them being delivered but they do because they can and it gets the DSM from shouting at them in the daily conference call.

It isn't managers that do the scanning, it is normally the PHG/locker staff.
If you deliver a SD at 11am but don't tell them until 14.30 when you get back off delivery, if they confirm it as delivered then it will show up as a failure on the system. When it isn't.

What about when it is a failure?
sometimes pen and paper sometimes PDA depends if its in my bag..

The issue though is that the customer has an uncomfortable hour or 2 thinking his special has gone missing.

Why does it depend if the PDA is in your bag?

if pda isnt in my bag i'll get a signature on a card, if it is ill use pda

[DGP1]

You are right that management shouldn't be scanning in specials as delivered before 1pm without them being delivered but they do because they can and it gets the DSM from shouting at them in the daily conference call.

It isn't managers that do the scanning, it is normally the PHG/locker staff.
If you deliver a SD at 11am but don't tell them until 14.30 when you get back off delivery, if they confirm it as delivered then it will show up as a failure on the system. When it isn't.

What about when it is a failure?
sometimes pen and paper sometimes PDA depends if its in my bag..

The issue though is that the customer has an uncomfortable hour or 2 thinking his special has gone missing.

Why does it depend if the PDA is in your bag?

if pda isnt in my bag i'll get a signature on a card, if it is ill use pda

Why would you not have a PDA with you, you take it with you when you have anything to be signed for, I don't understand why you don't do that.

[TrueBlueTerrier]

could be a pairing with 1 PDA - bit of an own goal by RM if you have concurrent loops that have signature required items.

[DGP1]

You are right that management shouldn't be scanning in specials as delivered before 1pm without them being delivered but they do because they can and it gets the DSM from shouting at them in the daily conference call.

It isn't managers that do the scanning, it is normally the PHG/locker staff.
If you deliver a SD at 11am but don't tell them until 14.30 when you get back off delivery, if they confirm it as delivered then it will show up as a failure on the system. When it isn't.

The managers give OK for this to happen anyway, it seems that the OP has a PDA but doesn't use it all the time which means that the locker staff shouldn't be doing anything about specials while the OP is out and only scanning in returns if they come back.

[motch]

I'd rather use Pen and Paper when i can get away with doing just that. The PDA's are heavy and are they safe to use? 100%? where's the health reports on these.

[postality]

You are right that management shouldn't be scanning in specials as delivered before 1pm without them being delivered but they do because they can and it gets the DSM from shouting at them in the daily conference call.

It isn't managers that do the scanning, it is normally the PHG/locker staff.
If you deliver a SD at 11am but don't tell them until 14.30 when you get back off delivery, if they confirm it as delivered then it will show up as a failure on the system. When it isn't.

What about when it is a failure?
sometimes pen and paper sometimes PDA depends if its in my bag..

The issue though is that the customer has an uncomfortable hour or 2 thinking his special has gone missing.

Why does it depend if the PDA is in your bag?

if pda isnt in my bag i'll get a signature on a card, if it is ill use pda

Why would you not have a PDA with you, you take it with you when you have anything to be signed for, I don't understand why you don't do that.

Ok
1 Only have 1 pda between 2 if buddy needs it he takes it
2 as nearing end of delivery it's usually ran out of charge

No mystery mate

[clashcityrocker]

What about when it is a failure?
also when the customer rightly tries to claim compo or complain they have no case as item is being shown as delivered on time

The paper has the time he signed.
That is all the proof he needs to claim compensation.

[postality]

What about when it is a failure?
also when the customer rightly tries to claim compo or complain they have no case as item is being shown as delivered on time

The paper has the time he signed.
That is all the proof he needs to claim compensation.

Good i encouraged him to do so

[motch]

Is the postie at fault if the special gets there after 1pm? as manager would say he told postie to cut off deliver/try to deliver Specials before 1pm and them return to walk as normal. When postie cuts off (at end of duty) manager could just say posties not quick enough too.