Quarterly Quality of Service Report to Postcomm and Consumer

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OVERVIEW OF QUALITY OF SERVICE PERFORMANCE
QUARTER 3 2009/10
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This report is produced in accordance with Conditions 4.6(a), 4.6(b), 4.9(a), 4.9(c), 4.9(e) and Condition 5 of Royal Mail’s Licence.

The Annex to Condition 4 of the Licence details twelve Scheduled Services and Standardised Measures. Each of the twelve (apart from Special Delivery) has four performance bands, with the consequences of performance in each band explained in the Licence.

The Quarter 3 reporting period for all measures except European International Delivery was 7 September 2009 – 6 December 2009 (13 weeks).

The Quarter 3 reporting period for European International Delivery was 1 October 2009 – 6 December 2009.

The Cumulative year to date period for all measures except European International Delivery was 23 March 2009 – 6 December 2009 (37 weeks).

The Cumulative year to date period for the European International Delivery measures was 1 April 2009 – 6 December 2009.

Following the strong performance in Quarter 1, ie 23 March 2009 – 7 June 2009 (in which the full-year Licence Standards were beaten for the three Business / Bulk Groupings, Retail First Class, Retail Second Class, Standard Parcels, European International Delivery, the two USO Standards for Delivery and Collections, and the Standard for Correctly Delivered Mail) the performance in Quarter 2 and Quarter 3 was affected by industrial action. In Quarter 2 there was a series of localised industrial action in several of Royal Mail’s Operational Regions which affected incoming mail to all the Regions. The localised action continued in Quarter 3 and culminated in two bouts of national UK-wide strikes over 5 days in October. Strikes were withdrawn following a national agreement signed on 5 November.

As a consequence of the industrial action, in Quarter 3 the full year Licence Standards were achieved for only the European International Delivery measure and the Standard for Correctly Delivered Mail.