Communication Workers Union Memo
OUR REF: DATE: TO:
MB/600/20/nj 13th July 2020
Mark Baulch Assistant Secretary
National Joint Statement - Customer Service Point opening hours/ Coronavirus Review Process
As was reported in LTB 335/20, in relation to the above, we have undertaken the first review of CSP opening hours as part of the commitment within the National Joint Statement. In line with the review process, Royal Mail has shared the relevant data and having had further discussions Nationally in this regard, the main salient points from this review meeting are outlined below;
• While there has been some slight movement in the decline of First Time Deliveries from previously 98.2%, the FTD rate remains at 97.7% across the whole UK which is still above the FTD rate experienced pre the Covid -19 Lockdown and revised opening hours.
• Week on week, particularly Monday / Tuesday there has been a decline in collections, particularly since the extension of Saturday opening hours, whereas, Thursday has shown to be the busiest weekday (22%) followed by Friday (21%) with Saturday (31%) the busiest. Therefore, as outlined within the Joint Statement, this aspect will be monitored in further ongoing reviews and the requirement to increase hours at the back end of the week will be monitored, as the next increase to opening hours.
• While there was an increase in parcels of 1.7% last week received into CSP’s, 57% of those were then re-deliveries.
• Whilst the last week or so has seen slight increases in the number of items needing to be booked in using the system, these overall numbers are still significantly lower than those experienced before Lockdown.
• The data shows that in very large offices there are c124 items per day collected, approximately 26 per hour, and in large offices it is 66 per day (25 per hour). Medium to small offices it is c40 items daily (15 per hour), and small to micro offices is 11 items per day.
• There have been around 50 complaints logged from customers nationwide in relation to CSP’s, we have requested that a further breakdown of the nature and details of these complaints is provided for the further ongoing review process going forward.
• We have also raised the issue of people queuing outside of the CSP which is causing difficulties and is creating the potential for irate customers and our members to face the brunt of this. We have informed Royal Mail that we would provide evidence of this through images captured and sent into CWU HQ from Branches, and the likely increase of this as more people return to work as a consequence of the lockdown measures being eased.
• Royal Mail have confirmed that they will raise these issues with the Customer Experience Team in order to get something onto the RM website to encourage customers to get to CSP’s as early as they could, otherwise customers may experience a queue and may not be able to pick up items as a result of the time spent waiting in line.
• We have once again pushed Royal Mail to extend opening hours of CSP’s now, as the restricted hours are making this position worse and in our view are also increasing risk for the potential of cross contamination for customers.
As the data outlined and shared with us is on a National basis, management will deal with any requests from individual offices for extended opening hours and will make a judgement based on evidence or necessity within that locality over and above the National review process, as there may be local factors which the National data does not pick up. We would request that where Branches are facing difficulty in this regard, that they also highlight any issues with the Outdoor department in order for us to also raise these Nationally and provide the necessary assistance.
Therefore, to summarise the position at this stage and based on the current data trends and analysis which has been provided as outlined above, and also despite our opposition, Royal Mail on a National basis do not feel that there is a need to extend opening hours at this point.
We will continue to review this data again next week along with the added points we have raised with Royal Mail and would therefore request that any issues being experienced within CSP’s are progressed by Branches in line with the Joint Statement.
For any enquiries please contact the Outdoor Department at: email@example.com