Collections Visibility:Access Barcode Collections Agreement

[Geezer]

Letter to Branches

No. 803/10 Ref. 532 540 Date: 17th September 2010


To: Branches with POSTAL Members

Dear Colleague,

Collections Visibility – Access Barcode Collections Agreement + PDAs

Branches will be aware of the Access Barcode Collections Agreement (ABC) negotiated by Billy Hayes in 1994. For some time now we have been having problems with Regions/Divisions taking different approaches to collections and also placing different interpretations on the ABC agreement which has led to IR problems on numerous occasions.

As part of the Collections Visibility initiative which is due to be rolled out from October this year, and will involve the extended use of PDAs (Postal Digital Assistants) for collections (they are currently used on delivery as a means of obtaining a signature etc) we have renegotiated the ABC agreement which quite frankly had become outdated and meaningless in the current environment.

The new agreement reflects the advance in technology that the old agreement did not and enables the successful deployment of Collections Visibility using PDAs, resulting in a uniform system for measuring quality of service for collections to all areas of the country. This new approach to collections is a Regulatory measure and supports the provision of the Universal Service Obligation (USO) for collections and the removal of Planned to be Unscanned (P2BU) collection points, which is essential in ensuring compliance to the regulatory requirements which Postcomm want in place by the end of March 2011.

The existing opticon scanners will be steadily withdrawn from service and will be replaced with PDAs. Everyone expected to use the PDAs will be given full training on how to use the new software. Where problems arise then individuals will be given counseling and re-training where necessary.

All aspects of the operational roll out including health & safety, training and any technical issues will be jointly monitored and evaluated at national level on an ongoing and regular basis.

Attached to this document is the revised agreement ‘Collections Visibility Deployment Approach’ and for information purposes the comms associated with the new agreement and roll out, which we have agreed. A further LTB will be issued next week containing all the relevant Health & Safety and training documentation associated with the national deployment.


Any enquiries to Bob Gibson’s Office, quoting reference 532/540
Email Address: hnutley@cwu.org

Yours Sincerely

Bob Gibson
CWU Assistant Secretary


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COLLECTIONS VISIBILITY DEPLOYMENT APPROACH

(Collection Point Barcode Scanning using PDA’s)

This new approach agreed between Royal Mail and the CWU supersedes the ABC agreement reached in 1994 between the two parties.

The aim is to enable the successful deployment of Collections Visibility using PDA’s to all areas of the country and as a result introduce a uniform system for measuring quality of service for collections.

It is recognised that collection point scanning is a Regulatory measure and supports the provision of the Universal Service Obligation (USO) for collections and that the removal of Planned to be Unscanned (P2BU) collection points is essential in ensuring compliance to the regulatory requirements.

Both parties recognise the importance of doing this jointly and to assist this process the following is agreed:

1. Full consultation will take place with the respective CWU Area and Local Representatives prior to roll out. A presentation will also be given to Senior Field Officials, with Distribution/Delivery Representatives receiving a full briefing where appropriate prior to the roll out. The roll out programme will also be communicated to CWU Senior Field Officials and CWU Headquarters.

2. Full training will be given on the introduction of Collections Visibility (PDA’s) to all staff that will be required to use the new equipment. The Area Distribution and Delivery Representatives will also receive this training. For those people that are already using PDAs for Delivery they will be trained on the collections element if they undertake collection duties and for those people that are new to PDAs they will be given all of the required modules for their role.

3. In most circumstances the downloading of collection barcode data will be automatic from the PDAs. However drivers will need to ensure that the data has been sent when they reach the end of their route and highlight any issues upon return to the office.

4. It is anticipated that the roll out of this new approach may be accompanied by a small number of human errors associated with the use of new and unfamiliar equipment. Where these occur the appropriate manager will discuss the matter with the individual member of staff concerned. This will take the form of a counselling session and an offer of further training where appropriate. Where this occurs individuals may be accompanied by a CWU representative or friend if they so wish.

5. The Collections Visibility (PDA’s) system is intended to support collection staff. Once the system is fully embedded, for those employees who are still unable to complete the operation in accordance to the agreed standard, Royal Mail will support their development to achieve the standards through counselling and retraining where appropriate. In incidents where employees are found to be deliberately not performing in accordance with the standards, such incidents will be dealt with in line with the Conduct Code.

6. The use of Test Letters on collection routes will continue to be used to protect the integrity of the scanning process and to support Quality of Service measures.

7. The roll out of Collections Visibility (PDA’s) will be reviewed nationally by Royal Mail and CWU at intervals of 3 months and 6 months after the system as been installed fully to identify any issues that may require improvement or resolution.


15th September 2010


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let’s talkabout

Collections Visibility – Questions & Answers

These questions and answers on collections visibility explain why we are releasing the collections software onto the PDAs and what this means for the business.

Q. Why do we need to physically scan the collection points?
A. Our Regulator’s auditors are unhappy with collection points that do not receive a physical scan when they are cleared. We call these points ‘planned to be unscanned’ or P2BU. They need to be removed by March 2011 or we face significant fines. Saying we have cleared the collection points on time is not acceptable and we now need to physically scan to say we have collected.

Q. Have you engaged with the CWU in relation to this project?
A. Yes both Royal Mail and CWU recognise that this is good for the business, providing greater visibility to the Regulator of collection points being cleared and avoiding substantial fines.

Q. Why don’t we buy more Opticon scanners instead of using the PDAs?
A. After the success of PDAs in deliveries, we want to introduce them into collections. The Opticons are now old technology, they break and are unreliable. We don’t have enough spares to replace failing ones, so more routes are being switched over to P2BU. Also, if we purchased more Opticon scanners, drivers that deliver and collect would have to take out 2 devices which makes no sense.

Q. Why has it taken longer to release the collection software onto the PDAs?
A. Time taken between software releases is used to develop new software and to rigorously test it. We need to get it right and reduce the chances of glitches in the technology.

Q. Who will be our Unit Champion, responsible for training and support?
A. Ideally this will be the Workplace Coach but in instances where they are not available it has yet to be decided though everyone will have the opportunity to show an interest in the role. You may already have a Workplace Coach, a Unit Manager, Line Manager or somebody that has a real interest in technology and training and would like to make this valuable contribution to their unit. More details about this role will be released in late July/early August.



Q. What training will I receive?
A. If you are already a PDA user for deliveries and you do collections as well you, will be trained by the Unit Champion on how to use the new Collection features and any changes to the Safe System of Work.
If you are new to PDAs then you will be given full training on;
• how to use the PDA for collection scanning
• the Safe System of Work
• logging on and off
• satellite navigation
• using the PDA as a communication tool.

Q. How will the collection route be downloaded onto the PDA?
A. PDAs will receive the route by scanning a unique 10 digit barcode (similar to Delivery Walk barcodes) that will download the route from the Collections Management Database (CMD). Drivers must remain in the unit whilst the download is taking place, so the WiFi connection makes it quicker to complete the download - about a minute.

Q. What happens if my unit is shut when returning from the collection route?
A. Ensure all collection scans have left the PDA before completing your collection. If there are any points which could not be collected, the correct reason code must be entered against the failure(s).
The battery must then be removed to maintain the charge and the PDA secured out of sight in the vehicle.
The following morning, the PDA must be collected from the vehicle by a nominated person when the office opens to put it on charge ready for delivery.

Q. When will this unit get the new software to scan collection points?
A. Exact roll out plans will be developed over the next few weeks by the Regional Collections Visibility Deployment Manager with the Regional Leadership Team and the CWU.

Q. What changes to the base data are required?
A. To effectively deploy Collections Visibility each office must ensure that the following is in place:

• Day routes are broken down into smaller routes which reflect when vehicles return to the unit
• Saturday routes that contain ‘Planned to be Unscanned’ (P2BU) are broken down into collection points which drivers clear as part of their delivery/collection
• P2BU collection point times show the actual time that the collection point is cleared.
(Note: These local routes will remain as P2BU until the new system goes live.)


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let’s talkabout

Collections Visibility

Collections Visibility is the introduction of collection scanning software onto Postal Digital Assistants (PDAs). Postmen and women will be given full training on how to use the new software. The project will provide a better service to our customers and ensure we meet the regulator’s requirements.

Why are we doing this?

• Due to the success of PDAs in deliveries we want to introduce them into collections
• To replace Opticon scanners with better and more reliable PDAs
• To meet regulatory requirements to remove all Planned to be Unscanned (P2BU) routes
• To provide you with modern and quality tools in line with our people’s, our customer’s and the business’ requirements
• To move to one scanning device for both deliveries and collections
• To move to a single technology platform

How will the process work?

• The deployment process has six phases. This has been agreed with the CWU
• Regional Collections Visibility Deployment Managers have been appointed to deliver the change in your Region
• All collection drivers will be fully trained to use the new software by a Unit Champion in your office
• The Unit Champions have not been appointed yet and everyone will have the opportunity to show an interest in the role, although ideally it will be the workplace coach.
• Training materials will be provided to support you
• The training will be complete within 2 weeks of the software being deployed in your unit
• Redundant ABC/Opticon scanners will be removed from service at the end of the 2 week period
• Planned to be Unscanned (P2BU) routes will cease to exist with all collection points receiving a physical scan with the PDAs
• You will be able to take your ABC/Opticon scanner out on your first day to use with your PDA if you feel you need to
• Following the deployment there will be a review in your unit



What does it mean to you?

• As many as 70% of our collection drivers will already use PDA’s on delivery
• Existing and new users will be identified for their different training needs
• Safe Systems of Work will be in place for the use of PDAs on collections
• The PDAs have Satellite Navigation to help you on unfamiliar routes
• Your PDA username and PIN number will be ‘roaming’. This means it can be used on any PDA in any office
• For drivers that perform collections as part of their delivery, you will be able to scan delivery items and collection points using the same PDA
• Data will download via GPRS (where there is a signal) as the collection route progresses
• If you spot a lead to win business you can report it using your PDA as part of the Watch & Win scheme
• Training and familiarisation details will be shared with you before the roll out

How does it work?
• The collection route itinerary will automatically be downloaded onto the PDA when you take it from the locker and scan the collection route barcode
• As you scan each collection point on your route, they will clear from the screen to help you keep track of which ones you have left to do
• You can enter reason codes for collection failures whilst at your collection point. This will save time when you return to the locker and hand back your PDA
• The PDA will prompt you if you try to scan a final box visit early. This will help ensure you do not clear the box early and maintain quality of service

What does this mean for our customers?

• Better and more consistent customer service
• Improved integrity of our scanning with our Regulator (Postcomm)
• Ensures final post box clearances are made at the correct time and not made early
• A reactive tool to meet ad-hoc needs
• A more professional image for Royal Mail
• More robust and reliable equipment
• In line with our competitors


When will it happen in my office?

The roll out will take place from October 2010 to February 2011. We will aim to train everyone in the same office in two weeks of the software being released onto the PDAs.
Between now and then we are working on the CMD database to identify the times P2BU collections are actually done and we need your help to do this.
We are working with the CWU throughout this change and you will be kept informed of any proposals and changes to your work.

What happens now?

• We need your assistance in gathering accurate data for P2BU points by confirming what time the Saturday collection points are actually cleared. If we don’t get this accurate then we will report poor performance when we go live in the office.
• A Unit Champion will be appointed to receive full training to enable them to train collection drivers
• A Regional deployment plan will be developed and discussed with you

Keeping you informed

The plan for this office will be displayed for everyone to see. It will show the timescales for each of the phases. Any other relevant information will also be posted on this notice board.
Any questions?

If you have any questions or concerns then please speak either to myself or the Regional Collections Visibility Deployment Manager, <INSERT NAME HERE>, who can be contacted on <INSERT PHONE NUMBER HERE> or email <INSERT EMAIL ADDRESS HERE>.