It is you, our people, who make this company such a special part of British society, and your dedication is what sets us apart from the rest of the industry. Thank you for all that you do.
We all agree it has been a difficult time and we need to work together to bring back the pride, team spirit and great service that Royal Mail is famous for.
To do that, we need to all pull together as a team, as well as working with our unions. We have held productive discussions with the leadership of CWU recently about how important it is to improve quality of service and get Royal Mail back to growth.
The time to act is now. Christmas is the most important time of the year for Royal Mail. It is the time when our customers rely on us most and they have trusted us for 500 years. All eyes are on us.
It is more important than ever that we jointly deliver a brilliant Christmas for our customers.
We are taking action to enable our teams to deliver a Christmas to be proud of.
We are pleased to announce a new, one-off discretionary quality of service incentive scheme with the ability for operational employees to earn up to an additional £500 each. The incentive will be designed to ensure that operational teams locally are all pulling together to deliver a great Christmas for our customers.
This one-off discretionary incentive scheme is in addition to the existing Christmas bonus. It will be payable to operational employees across Royal Mail, subject to certain national and local quality performance metrics being met. Separate arrangements will be put in place for Parcelforce, International and Fleet.
To help the units achieve our quality of service targets we are recruiting more people faster than ever before to ensure that every unit is resourced as it should be. We are also putting all our leadership focus on providing our units with the support needed during the important peak period.
We will set out the full details of the one-off incentive scheme and eligibility criteria in further communications in the next week.
Let’s jointly work together to get our offices ready for peak so we can delight our millions of customers, grow our business, and ensure that everyone shares in our success.
Martin Seidenberg, Group CEO, International Distributions Services
Grant McPherson, Chief Operating Officer
Details of the quality of service incentive scheme this Christmas
Christmas is the most important time of the year for Royal Mail. It is the time when our customers rely on us most.
This is why last week we announced a new, one-off discretionary peak quality of service incentive scheme for operational employees to earn up to an additional £500 each. As promised, we are now pleased to be able to share the details of the scheme and eligibility criteria.
What is the scheme about?
The incentive is designed to deliver great quality of service over the peak period of 2023 and will reward units that go above and beyond for our customers.
This one-off discretionary incentive scheme is in addition to any existing Christmas supplements and payments so is a real opportunity to increase your earnings at the same time as delivering a great peak performance.
HOW WILL IT WORK?
Each operational unit across the business will work towards a weekly target designed to improve quality of service every week from 13 November up to and including 23 December 2023
98% USO delivery point coverage
Either 93% or 95% Combined tracked products (T24/T48) (depending on which week of the campaign it is)
The incentive will work on an ‘accumulator’ basis, meaning each week your team has another opportunity to hit the target and bank the incentive payment for that week. Working together as a team will be vital to success. These payments can add up to £500 across the course of the incentive period.
The weekly payments will be weighted differently depending on your operational function, but as an example, this table shows how it will work in Delivery:
Delivery
Clean links.
https://www.myroyalmail.com/sites/defau ... livery.pdf
https://www.myroyalmail.com/sites/defau ... livery.pdf
Processing, Collections and Local Distribution
Clean links.
https://www.myroyalmail.com/sites/defau ... ing_v2.pdf
https://www.myroyalmail.com/sites/defau ... essing.pdf
National Line haul, Parcel Hubs and Network Hubs
Clean links.
https://www.myroyalmail.com/sites/defau ... e_haul.pdf
https://www.myroyalmail.com/sites/defau ... ution_.pdf
*Engineering teams aligned to a Mail Centre or Parcel Hub will be measured against the Mail Centre catchment area performance, as will Mail Centre LA and Production Control so should select the Processing links above. Central Engineering and other support teams not attached to a unit will be measured against the national performance (e.g. the National revisions team) and should select the National Linehaul links above.
WHO IS ELIGIBLE FOR THE PAYMENT?
All frontline and support operational colleagues up to level 6 who work in the operations function under the Chief Operating Officer:
Delivery
Processing including Collections and Local Distribution
National Linehaul, Parcel Hubs and Network Hubs
Engineering will be aligned to their Mail Centre, parent unit or national performance. In addition, Fleet, International and Parcelforce have their own variation of the incentive which is based on slightly different performance measures.
Let’s work together to deliver a brilliant Christmas for our customers.
Grant McPherson
Chief Operating Officer
