Collection on Delivery of eBay Returns from Argos stores

[TrueBlueTerrier]

To: Branches with POSTAL Members

Dear Colleagues,

Collection on Delivery of eBay Returns from Argos stores

We were recently advised by Royal Mail that they had won a new contract with eBay to collect their returns from Argos stores, making the “click and collect” option available to eBay customers. Specifically, to provide a capability for eBay return items to be collected whilst on delivery from Argos stores.

As a result we have finalised a terms of reference for the collection of eBay return items to be collected by OPGs whilst the delivery is made to the particular store.

It is envisaged that the number of items will be around 20k items nationwide for Q3 2014/15, increasing to 25k for Q4 and 31k for Q1 2015/16 and the typical impact in servicing the 700 Argos stores – from circa 650 Delivery Offices will be 3 items per DO per week, although fall to earth will vary across the country.

Where items due for collection on delivery are either too large or too heavy for the HCT or the appropriate delivery method being used, the OPG will notify the DOM (by PDA text facility, training given) of the need for a van collection and the items are held at store until the following day, which is in line with the contract arrangements.

Full training on the collection of the new products will be given and we have agreed the volumes will be monitored through Q3 and Q4 with a particular focus on fall to earth with information shared with the CWU locally and via the National Integrated Delivery Programme – Steering Group, with a formal review three months after Go-Live as part of the overall evaluation of the approach.

We believe this should be seen as a positive step towards Royal Mail offering new products and services which will hopefully enable new contracts to be won and win a greater market share going forwards.

The agreed TOR is attached as well as the list of offices affected by this new initiative.

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

Yours sincerely


Bob Gibson
CWU Assistant Secretary – Outdoor

[TrueBlueTerrier]

Background

Royal Mail has recently won a new contract with eBay to collect their returns from Argos stores which will make the “click and collect” option available to eBay customers. Specifically, to provide a capability for eBay return items to be collected whilst on delivery from Argos Stores.

Aims
Provide a fit for purpose collection on delivery service from 700 Argos stores for ebay seller return items
Through collection on delivery, satisfy the contract terms, and provide the most cost effective operational solution
Secure £600k pa new revenue
Further enhance our service provision for ebay, the UK’s largest Parcels customer (currently worth £25mpa for Royal Mail) to underpin further growth opportunities with ebay

Scope of Plan

Provide collection on delivery service to 700 Argos stores – from circa 650 Delivery Offices
Forecasted volumes are modest at 20k items nationwide for Q3 2014/15, increasing to 25k for Q4 and 31k for Q1 2015/16
Typical impact will be 3 items per DO per week, although fall to earth will vary
Plan is underpinned by a bespoke Operational specification, Standard Operating Procedures and safe System of Work statements
Impacted staff will receive training and face to face briefings
Operational specification provides for best fit options for Collection on Delivery according to volume and weight – where a collection is not feasible for a foot delivery (volume, volumetric, and/or weight), this will default to a van collection the following day.

Process Overview
Argos receive returned items from ebay customers with T48 Return label affixed, if not already labelled by the customer, then Argos staff will apply the T48 Returns label
Collection made on Delivery as and when there are items for delivery to the store (assuming average call rate of 3 times per week)
Collection point barcode scanned by delivery postperson using PDA on ad-hoc collection mode
On a foot delivery where are multiple items, or too large or too heavy items for the HCT, the postperson will notify the DOM (by PDA text facility) of the need for a van collection and the items are held at store until the following day
Where items can be collected by foot deliveries then items are accepted and returned to DO at the end of the walk (no scans, no documentation required) – equally van deliveries return items to the DO at the end of the walk
Where Delivery Offices are Collection Hubs, items are placed in Tracked York for onward connection to Mail Centre
Where DO is not a Collection Hub, items are bagged and labelled as Tracked items and then despatched on next available outlet
NB: The QofS clock on Return items starts on Outward MC scan – items are then processed as T48 thereafter.


Resource impact

Minimal impact, typically one route per DO assuming an Argos store exists within catchment area.

Communications and Training

Delivery Director briefings and CWU engagement package
Operational Specification and SOP to underpin collection and return process and service levels
Briefing materials to support DSM & DOM’s
Briefing materials to support face to face briefing of impacted staff
Training and support materials to support impacted staff on operational process, SOP and PDA functions (collection barcode scanning, text facility)
Training to be delivered by DOM and/or Workplace coaches

Timescales

Contract went live on 29th September – initial small volumes being serviced through BAU ad-hoc collections
Deployment of collection on delivery for these items will commence 10th November 2014

Key Milestones

Activity
Date
Delivery Director overview briefings
w/c 20th October 2014
CWU engagement 1
w/c 20th October 2014
DSM briefing packs issued
w/c 20th October 2014
CWU engagement 2
w/c 20th October 2014
TOR agreed and presented to PEC
w/c 20th October 2014
DOM briefings
w/c 27th October 2014
Frontline Comms and Training materials issued
w/c 27th October 2014
Frontline Comms and Training to impacted staff
w/c 3rd November 2014
Go-Live
w/c 10th November 2014


Review

Volumes will be monitored through Q3 and Q4 with a particular focus on fall to earth with information shared with the CWU locally and via the National Integrated Delivery Programme – Steering Group


The process will be formally reviewed three months after Go-Live as part of the overall evaluation of the approach.



Signed ……………………………… Signed………………………………….
Gary Burgess, Royal Mail Bob Gibson, CWU


Date 21st October 2014

[Cut Off King]

No mention of the extra time needed to perform this extra work......

Without collection on delivery, delivery to neighbour and lapsing, I'd never be able to fill my time