Quality of Service Results for 2021-22

[POSTMAN]

https://www.royalmailgroup.com/en/press ... e-2021-22/

Quality of Service Results for 2021-22

Today we issued our full year Quality of Service results for 2021-22.

We delivered 81.8 per cent of First Class mail the next working day and 95.4 per cent of Second Class mail within three working days.
This is clearly disappointing, and well below what any of us would have wanted.

The COVID-19 pandemic has been a once in a generation crisis. You have played a crucial role keeping the country connected in difficult circumstances, and there is no denying that our quality of service was impacted significantly by the ongoing pandemic.

But we know that we need to do more to improve our performance. This is what our customers expect.

I have spoken to many teams in recent weeks about quality of service, and I can see from the daily data I look at that that things are improving. But we still have some way to go as you can see.

First Class mail

FY 2020-21 - 74.7%
FY 2021-22 - 81.8%
Last week of April 2022 - 86%
Target - 93%

Second Class mail

FY 2020-21 - 93.7%
FY 2021-22 - 95.4%
Last week of April 2022 - 97%
Target - 98.5%

To get back to our best we must continue to put the customer first. We need to focus on the basics, such as clearing offices daily.

Our ongoing transformation programme has brought about a lot of necessary change to the business. We need to transform our delivery model in order to optimise our network for parcels, in line with changes we are seeing in the market. We are also changing ways of working with a simpler structure, smaller team sizes, less administrative work and greater local accountability on areas such as quality.

Our customers have a choice about which service to use – let’s make it easier for them to choose Royal Mail.
Thank you for your efforts to move our quality of service in the right direction again. Let’s keep going.

You can read the report here. https://www.royalmailgroup.com/customer ... ce-reports

KEY POINTS

Royal Mail today issues its Universal Service Obligation (USO) Full Year Quality of Service report for 2021-22 for First and Second Class mail.

Royal Mail notes that the full year outcome on Quality of Service for First and Second Class mail was materially impacted by the exceptional ongoing effects of the pandemic and COVID related self-isolation, which made delivering our usual standards of service very challenging.

During the financial year 2021-22, Royal Mail delivered 8 per cent of First Class mail the next working day (74.7 per cent in 2020-21). 94.8 per cent of First Class mail was delivered within two working days

In the same period, Royal Mail delivered 95.4 per cent of Second Class mail within three working days (93.7 per cent in 2020-21).

At the peak of Omicron, absence levels were double what Royal Mail would expect to see at that time of the year pre-pandemic, reaching over 15,000 people off in January 2022.

We know that our performance needs to improve and, as we return to more normal ways of working, some of the steps we have taken to address the issues are bearing fruit.

As of the last week of April, Royal Mail was delivering more than 86 per cent of First Class mail the next working day and more than 97 per cent of Second Class mail within three working days.

[POSTPERSON50]

Ofcom didn't conduct an investigation into the Royal Mail performance in 20/21 due to the pandemic. Royal Mail knew the same would apply the following year, which gave them licence to forget the USO obligation, save on the overtime and cut corners across the business.

[oypostie]

Don't seem to see any mention of the recruitment freeze and deliveries deliberately failed

[POSTPERSON50]

Royal Mail have milked the covid excuse as a perfect cover story against bad management from the top down for over 2 years. Deliveries not going out for weeks in parts of the country is inexcusable, no amount of absence or lack of van sharing justifies that. 20 full trays and a dozen packet bags not touched under the frames for weeks because they decided that it wasn't important enough. It counts as one failure on the report. But that same walk number failing every day on the report highlights that major problem, so the managers switch up the failed walk numbers to cover it up

[postieblueshirt]

I've spoke to many teams!! Oh give it a rest man...

[POSTPERSON50]

While we deliver the vast majority of mail safely and on time, a number of factors have impacted our service levels during the period, including the ongoing impact of the pandemic and Covid-related self-isolation and absence.

While we deliver the vast majority of mail safely and on time, a number of factors have impacted our service levels during the period, including the ongoing impact of the pandemic and Covid-related self-isolation and absence.

While we deliver the vast majority of mail safely and on time, a number of factors have impacted our service levels during the period, including the ongoing impact of the pandemic and Covid-related self-isolation and absence.

Copy Paste Repeat

[CharlesG]

Next year it will be renamed the quality of non service results
Also as many are aware all failures are not always recorded on end of day reports so just imagine if the quality was recorded in totality and with honesty.
Managers scorecards will get marked down with under performing quality on USO so its not in their interests to give a true picture.

Quality of service in our DO was hampered FAR more with the decisions of top management to run units on shoestring budgets and not recruit new recruits to replace staff that left the business.

Covid gave a green light for failure, it was common place in most areas. No one cared about quality of service.

[Judgee]

Two separate weeks holidays I had during the pandemic I came back to almost complete weeks worth of mail, only the tracked went out. On the rare occasions I took my day off that too was all left in the frame or not even thrown up!

If this was the standard across the country then I am surprised the figures are even as good as they are!

But the tracked did go out every day to cover up Royal Mails failings! Even though all mail is equal... but some mail is more equal than others!

[POSTPERSON50]

Next year it will be renamed the quality of non service results
Also as many are aware all failures are not always recorded on end of day reports so just imagine if the quality was recorded in totality and with honesty.
Managers scorecards will get marked down with under performing quality on USO so its not in their interests to give a true picture.

Quality of service in our DO was hampered FAR more with the decisions of top management to run units on shoestring budgets and not recruit new recruits to replace staff that left the business.

Covid gave a green light for failure, it was common place in most areas. No one cared about quality of service.

Agreed. No checks are made on what is being reported as daily failures. The picture is far worse. Why would an area manager require his units to declare failures when nobody will check anyway? They stick to recording a low threshold of failures, just about acceptable. Nobody reports what is left in the unit overnight. The early report is supposed to pick up yesterday's failures, but why bother with that when the office is now full of today's mail.

[SpacePhoenix]

But the tracked did go out every day to cover up Royal Mails failings! Even though all mail is equal... but some mail is more equal than others!

The "priority order" is (at least in MCs)

SDs > Tracked > Packets > Mech Mail > Manual Letters & Flats

It's been that way for many years

[Judgee]

Not according to Royal Mail on the London news last month "all items are treated equally!

[POSTPERSON50]

But the tracked did go out every day to cover up Royal Mails failings! Even though all mail is equal... but some mail is more equal than others!

The "priority order" is (at least in MCs)

SDs > Tracked > Packets > Mech Mail > Manual Letters & Flats

It's been that way for many years

Door to doors. You must deliver 20% a day we are told, conduct action will follow as it is live mail. Oh but wait, if we say leave all of them undelivered for a full week it's okay.

Very rare any DTD items are declared as undelivered on the intended week. We don't want the customers cancelling the contracts, let's keep it quiet.