Customer & You Programme - Enquiry/Callers’ Offices

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No. 635/13
Ref: 530


Letter to Branches






To: Branches with POSTAL Members

Dear Colleague

Customer & You Programme - Enquiry/Callers’ Offices

We have recently been in dialogue with Royal Mail regarding a project called Customer & You which involves improvements and uplifts to Enquiry/Callers’ Offices, both in terms of the way they operate and their overall layout and design. These uplifts also include the employee welfare facilities in Delivery Offices.

The rationale behind these changes was activated following a survey of customers regarding their overall experience when using the customer services associated within Enquiry/Callers’ Offices and the general environment.

As a consequence of the feedback received Royal Mail has introduced the Customer & You project which is designed to transform Enquiry/Callers’ Offices and the overall customer experience, including the physical environment and the supporting operational processes and tools including safety, to meet the anticipated future requirements. Initially there are 101 offices which have been selected for inclusion in this project. These offices are currently poor performing offices with low ratings and the truth of the matter is that by improving these offices the overall rating for Royal Mail will increase significantly.

A list of those offices is attached, and the following criteria will be taken into consideration when determining the elements of work to be undertaken at each of the offices.

Not every unit will necessarily receive a building uplift – it will be gauged on a “needs” basis considering factors such as building lifespan, enquiry office conditions, a visual conditions survey (VCS) and welfare conditions.

Anything that is deemed to be a safety issue will be ‘repaired’ as a matter of urgency.

Any site that does qualify for an uplift the earliest this would start is January 2014.

Every Enquiry Office (circa 1400) will receive module 1 customer experience training by the end of March 2014, training will then be expanded into modules 2 to 5 as the operational processes are deployed.

Each of the 101 offices will deploy standard processes and tools by the end of March 2014 where this does not coincide with the deployment of any indoor revisions or property work


The remainder of the estate will deploy process and tools from March 2014 to March 2016 on a phased basis.

We have agreed with Royal Mail to continue to meet on a regular basis to review the ongoing position and understand the impact of the project on each of the offices.

However it is important that Branches and CWU Representatives make contact with their respective managers at local level to arrange to meet and discuss in more detail the implications of this project for their enquiry/callers’ offices, including all elements of Health & Safety.

Due to the large amount of documentation associated with this project we will be sending a further LTB containing a link to the website so that Branches and Reps can access all the documentation.

Branches will be kept informed accordingly via further LTBs.

Any enquiries to Bob Gibson’s Office, quoting reference 530
Email address: hnutley@cwu.org

Yours sincerely

Bob Gibson
CWU Assistant Secretary

13LTB635.doc

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HUDDERSFIELD DO.