Revised Agreement -Deliver to Neighbour/First Time Delivery

[TrueBlueTerrier]

No. 385/14
Ref: 530
Date: 16th June 2014
To: Branches with POSTAL Members

Dear Colleague,

Revised Agreement - Deliver to Neighbour / First Time Delivery

Branches will be aware of the debates and updates at this year’s annual conference about the services currently being offered by competitors of Royal Mail regarding first time delivery of parcels.

We have identified in recent discussions with Royal Mail an opportunity off the back of an existing agreement ratified by the Postal Executive in September 2012 to be able to offer a similar, if not better, service than that being offered by competition.

Whilst first time delivery rates of competitors are generally high and in some cases higher than those of Royal Mail their definition of delivery is not the same as Royal Mail’s and we have no intention of lowering the standards of delivery provided by our members to that of the competitors. This is an area where our members can give Royal Mail the edge on competition through the quality of the service being provided.

We have therefore revised the existing agreement (attached) and placed the emphasis on delivering first time wherever possible but retained the discretion of the delivery OPG. Branches and Representatives will note that the date of the agreement is 2nd May 2014. This is when the document was agreed with Royal Mail. The Postal Executive endorsed the agreement on the 7th May 2014 and we have recently agreed a release date for this including supporting documentation and WTLL sessions etc following further discussions with Royal Mail.

The revised agreement is straightforward to avoid confusion and should not present our members who will be expected to carry out this service with any problems other than where they believe their safety is at risk or the security of the item(s) is at risk. The existing agreement has been deployed with very few operational problems being raised with the department since its introduction.

There is no definitive National Deployment date for this revised service as some offices are already operating this system successfully but as stated above there are dates for communications including WTLL sessions now in place and these will begin being rolled out and briefed into all delivery units week commencing 23rd June 2014.


The revised service will also remain subject to review under the auspices of the Safety, Customer Service and Quality Strand of the Integrated Delivery Programme where we will be able to assess the operational impact the revised service has had on delivery times, enquiry offices, redeliveries and complaints etc. How we might use PDAs to help us increase first time delivery success going forward is also part of the ongoing discussions with Royal Mail regarding ‘Service View’.

The P739 has been amended to cater for the service and stickers have also been supplied (attached).

We believe that the introduction of the revised service is a necessity at a time of increasing competition and this along with other new initiatives will help to offer sound alternatives to the services being offered by competitors and we fully support its national deployment.

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

Yours sincerely

Bob Gibson
CWU Assistant Secretary - Outdoor

[TrueBlueTerrier]

ROYAL MAIL & CWU NATIONALLY AGREED GUIDELINES

FIRST TIME DELIVERY - DELIVERY TO NEIGHBOUR


Introduction
The continued growth in the UK home-shopping market and customers’ expectations for greater delivery convenience means we need to improve customer experience by improving our first time delivery success. Delivery to Neighbour was launched nationwide in September 2012 after a successful trial.
Convenient or First Time delivery is becoming a critical competitive lever in this market and Delivery to Neighbour provides Royal Mail with an opportunity to provide a more reliable first time delivery rate than our competitors.
Most of our competitors attempt delivery to neighbour. In Royal Mail we have the advantage of outstanding in-depth local knowledge and we should use this to achieve higher success rates to help retain work and provide a platform to obtain more contracts as a consequence of an improved first time delivery service.
The investment in time to undertake Delivery to Neighbour means that customers get their items quickly and conveniently, resulting in higher customer satisfaction driving competitive advantage for Royal Mail versus other carriers. By offering the best service in the final mile, Royal Mail can win and hold more parcel volume, which helps to protect more high quality and well-paid jobs.

Royal Mail and CWU are fully supportive of the deployment of this revised initiative and believe it will have a positive impact on the service, our customers and parcel volumes going forward.

Service Outline and Operational Processes
.
Delivery to Neighbour will enable delivery OPG’s to deliver items that cannot be successfully delivered first time, to a neighbour instead.
A neighbour will be considered to be a person who lives within close proximity to the original address. They may be a next door neighbour or someone who lives sufficiently close by.
Delivery OPG’s will be free to use their initiative to decide which neighbour an item shall be left with, based on their local knowledge and experience.
If an appropriate neighbouring address is identified by a delivery OPG, they will ask the neighbour to take receipt of the item on behalf of the addressee. If the neighbour agrees to do so, the Delivery OPG will record the neighbouring address onto the P739 delivery card, and will then post this at the original address. Royal Mail Signed-For 1c and 2c items will require a signature from the receiving neighbour.
If an item cannot be delivered to a neighbour, for example
if there is no answer,
if the delivery OPG believes there is no appropriate alternative address where an item can be left, or
the neighbour refuses to sign for a RM Signed-for 1c or 2c item
then the item(s) should be returned to the Delivery Office in the normal way.




Opt-Out for Customers
Customers will still be able to opt out, this will include those who are having items delivered to them and neighbours who do not want to take things in. These customers will continue to be responsible for displaying an Opt-Out sticker on their letterbox or window or somewhere that is clearly visible to delivery staff
To do this the customer must contact Royal Mail Customer Services by telephone or by using the dedicated website that has been set up. A range of communications are being utilised to inform customers of the Opt-Out process.

Customers opting out will retain the option of collecting their items from their local delivery office. In addition the Opt Out customer must not be asked to accept an item for their neighbour. Delivery staff must therefore return the item to the delivery office using normal Undeliverable processes.

Trial product Specification
Packets, Tracked, and Recorded Signed for products are all included in the service.
Special Delivery and International items requiring a signature are not part of the service and normal operational processes will continue to apply to these items.

The process
Delivery OPG’s will continue to have the sole responsibility to decide if, when, and where, it is appropriate to deliver to a neighbour. However alternative delivery addresses should always be attempted except where the delivery OPG has reviewed or risk-assessed the alternative neighbour delivery options and has significant concerns over either their own safety, or the security of the item.
Any complaints arising as a consequence of the delivery OPG’s decision will be brought to the attention of the individual and CWU rep to find a mutually acceptable solution. Both parties recognise that there will be some additional walking involved in a second attendance call and returning to the original address with the P739, where this is not possible within existing duty time this may result in individuals having to extend beyond their scheduled finish time. Any extended delivery as a consequence of providing this service will be dealt with using normal local procedures.

Service Review
The provision of this enhanced service will remain under review as part of the Integrated Delivery Programme (IDP) going forward and will fall specifically under the remit of the Safety, Customer Service and Quality Strand, and will include the time necessary to carry out this service and any consequential impact on delivery times, enquiry offices, redeliveries and complaints etc. Consideration will also be given to other alternative means of improving customer service such as dedicated parcel deliveries within the delivery office structure, and how we might use PDAs to help us increase first time delivery success.

All information/data will be shared with the CWU and jointly analysed as part of the ongoing IDP.



Signed……………………………….. Signed………………………………………
Jane Hooper - Royal Mail Bob Gibson - CWU


Date: 2nd May 2014

[TrueBlueTerrier]

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[ebbzie]

So where is the extra time coming from to allow this?

[fishtank]

Both parties recognise that there will be some additional walking involved in a second attendance call and returning to the original address with the P739, where this is not possible within existing duty time this may result in individuals having to extend beyond their scheduled finish time.

So Gibbo......Now we're introducing service standards and operational procedures without any attempt to use the planning tools to resource the job what's next?

Here's another hundred houses, this may result in individuals having to extend beyond their scheduled finish time?

Prep 6 duties before you go out, this may result in individuals having to extend beyond their scheduled finish time?

Any extended delivery as a consequence of providing this service will be dealt with using normal local procedures.

The facts are simple, it takes more time, even an idiot can work that one out and if it takes more time it should be part of the delivery planning process and properly resourced and until it is there will be no buy in from staff.

A farce, a poorly handled capitulation by an outdoor secretary who seems not only to lack the backbone anymore but also seems to be sliding further away from the reality of the job every day and a complete misjudgement by the business who as usual think they can do something on the cheap with the help of a bit of intimidation endorsed by the union.

[Cut Off King]

Both parties recognise that there will be some additional walking involved in a second attendance call and returning to the original address with the P739, where this is not possible within existing duty time this may result in individuals having to extend beyond their scheduled finish time.

So Gibbo......Now we're introducing service standards and operational procedures without any attempt to use the planning tools to resource the job what's next?

Here's another hundred houses, this may result in individuals having to extend beyond their scheduled finish time?

Prep 6 duties before you go out, this may result in individuals having to extend beyond their scheduled finish time?

Any extended delivery as a consequence of providing this service will be dealt with using normal local procedures.

The facts are simple, it takes more time, even an idiot can work that one out and if it takes more time it should be part of the delivery planning process and properly resourced and until it is there will be no buy in from staff.

A farce, a poorly handled capitulation by an outdoor secretary who seems not only to lack the backbone anymore but also seems to be sliding further away from the reality of the job every day and a complete misjudgement by the business who as usual think they can do something on the cheap with the help of a bit of intimidation endorsed by the union.

I don't think you understand Fish, the CWU have a "Can do attatude" towards Moya's new Ideas....( it's much easier than standing up to her, and they know whatever they agree to, the SUB's will still keep rolling in as the CWU is merely an insurance policy incase you get your collar felt by the management )

[Lounge Lizard]

"Delivery OPG’s will continue to have the sole responsibility to decide if, when, and where, it is appropriate to deliver to a neighbour. However alternative delivery addresses should always be attempted except where the delivery OPG has reviewed or risk-assessed the alternative neighbour delivery options and has significant concerns over either their own safety, or the security of the item."
"alternative delivery addresses should always be attempted" even when the nearest house is a mile away ?
Have they not considered rural duties ?
And we pay £3 a week for the CWU to agree carp like this, and then insult us by telling us what a good deal it is.

[Cut Off King]

Its funny how this plan ( to add more work, but no extra time ) could be approved quickly, But the incentive bonus scheme ( to add more £££ ) that should have been in play in April is still nowhere to be seen !

[hans solo]

f**k and off cwu

[malcolm3011]

f**k and off cwu

That is why i have come out of the CWU, what a waste of time and money they are, they seem to agree to everything RM want and they are about as useful as a chocolate teapot

[johnnystorm]

Interesting post mate.
I hope you are a person of high Morale standing and any further pay rises we get you will decline. Perhaps you should go and work for DPD or TNT..See how hard they work for crap money.If delivering to neighbour is a problem then don't do it. Sorry,you will need to grow a pair and get a back bone first...the Cwu is better without people like you..selfish!

[slinder123]

joined 2013 posts 1 says it all