Letter to Branches
To: Branches with POSTAL Members
Dear Colleague
Customer & You (CAY) - Commercial Initiatives/Service Point System
Included in and in addition to the Integrated Delivery Programme, the department has continued to deal with a number of initiatives alongside those wider discussions as part of the CAY programme.
One of those initiatives is the Booking in Tool, now known and rebranded as Service Point System, which in essence is a computerised system enabling all P739’s and surcharge items to be input into the system by the name and address of the customer, which in turn prints out and allocates a specific number to the item which is then stored in numerical order in a racked system.
When the customer arrives to collect their item the OPG serving simply searches for their name or postcode in the computer system, which immediately provides the item number in the racking system for the item to be identified, collected and presented to the customer.
This process had been rolled out in around 104 offices and has been a huge success in terms of the reduced time taken to serve customers and in addition helps with the day to day running of the operation and handling of items being returned. In addition it can detail the number of attendance calls that have been unsuccessful on specific delivery routes, which in turn helps to identify time needed to undertake Delivery to Neighbour.
The difference between the initial 104 offices and the further roll out to an additional 260 offices is that the system has now been formally professionalised through IT and there is now a standardised industrial process in place which will help with its functionality. The additional offices selected for use is based on footfall and customer complaints in a bid to improve the overall customer experience when having to attend an Enquiry Office to collect items. The excel file embedded in the attached document contains 257 offices as there are 3 still to be determined. These units will be communicated in due course.
All training requirements will involve the use of Workplace Coaches in deploying the training to individuals. In addition we have also agreed to regularly review the outputs of the phase 2 roll out so that we are in a position to maximise roll out across as many locations as possible in the future.
Any enquiries to Bob Gibson’s Office, quoting reference 530
Email address: hnutley@cwu.org or Mstewart@cwu.org
Yours sincerely
Bob Gibson
CWU Assistant Secretary – Outdoor
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Customer & You (CAY) - Commercial Initiatives/Service Point
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TrueBlueTerrier
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Customer & You (CAY) - Commercial Initiatives/Service Point
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TrueBlueTerrier
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Re: Customer & You (CAY) - Commercial Initiatives/Service Po
Customer & You Programme – Joint Statement on Service Point System
Background
The Customer and You (CAY) programme is a Delivery Office improvement programme that will create a modern and welcoming professional environment for customers and staff in our Customer Service Points – the rebranded name for our enquiry offices.
The CAY programme focuses on key strands:
People – Up-skilling our Enquiry Office staff in customer service
Process – Introducing a standard way of working in Enquiry Offices and trialling new initiatives
Property – Introducing new Delivery Office Design standards which will improve welfare provision, completes any backlog of maintenance and will test various commercial initiatives to establish a blueprint for our Customer Service Points of the future.
Involvement
Royal Mail & CWU nationally commit to jointly working together to bring about the successful introduction of the programme and all its initiatives. The role of Local managers, CWU representatives and employees will also be important and they will be fully involved in each model office to enable the same successes.
Before the introduction/trial of initiatives linked to the programme full engagement of the CWU Nationally will be done through the monthly strategic involvement meetings of the Safety, Customer Service and Quality Strand of the Integrated Delivery Programme.
Furthermore it is also acknowledged that the Integrated Delivery Programme has elements of work contained within all the Strand Groups that will potentially have an impact on the CAY programme, when such aspects occur this will be discussed either at the full IDP Steering Group Meeting or at the monthly strategic involvement meetings of the Safety, Customer Service and Quality Strand of the Integrated Delivery Programme.
Service Point System
The Service Point System (SPS) formally known as the Booking in Tool is currently being deployed to the highest impacting 104 units. This was completed in November 2014.
A further programme of activity is planned for the period Feb – June 2015 to deploy to circa 260 units that have high complaint numbers. These units will be deployed in the same manner as the current 104, but have the new industrialised version and not the current excel version. The existing 104 will also be upgraded as part of the migration to the new version.
It is recognised that there is no Standard Operating Procedures within Customer Service Points for the storage and booking in and out of Enquiry Office items. The CAY programme will use technology to standardise and enhance the process and to assist with introducing a standard way of working for all offices in the future. This will improve the time taken when customers arrive to collect their item.
The time taken in the current process is unknown therefore both parties agree to undertake a formal study via Industrial Engineers who will visit a selection of Delivery Offices to ascertain the time taken and understand the impact going forwards, providing the appropriate planning values.
This study will not delay deployment of the new standard processes including the Service Point System into the current programme of units. The full list of offices planned for the next phase and the expected date is attached at Annex A. In addition a step by step guide will be produced to assist with the rollout and its use, as well as the relevant training measures for deployment, which will involve the use and support from Workplace Coaches.
Summary
The SPS initiative will have timescales attributed with regular reporting mechanisms put in place and feedback back to the monthly strategic involvement meetings of the Safety, Customer Service and Quality Strand of the Integrated Delivery Programme. Full consultation with the CWU Nationally will take place to review the outputs from the introduction of phase 2 on the Service Point System to discuss and agree next steps. During the wider CAY programme there may be further initiatives, including commercial trials and these will be discussed / agreed jointly prior to deployment.
Martin Taylor Bob Gibson
Head of Performance Imp Assistant Secretary
Royal Mail Communication Workers Union
January 2015
Annex A
Background
The Customer and You (CAY) programme is a Delivery Office improvement programme that will create a modern and welcoming professional environment for customers and staff in our Customer Service Points – the rebranded name for our enquiry offices.
The CAY programme focuses on key strands:
People – Up-skilling our Enquiry Office staff in customer service
Process – Introducing a standard way of working in Enquiry Offices and trialling new initiatives
Property – Introducing new Delivery Office Design standards which will improve welfare provision, completes any backlog of maintenance and will test various commercial initiatives to establish a blueprint for our Customer Service Points of the future.
Involvement
Royal Mail & CWU nationally commit to jointly working together to bring about the successful introduction of the programme and all its initiatives. The role of Local managers, CWU representatives and employees will also be important and they will be fully involved in each model office to enable the same successes.
Before the introduction/trial of initiatives linked to the programme full engagement of the CWU Nationally will be done through the monthly strategic involvement meetings of the Safety, Customer Service and Quality Strand of the Integrated Delivery Programme.
Furthermore it is also acknowledged that the Integrated Delivery Programme has elements of work contained within all the Strand Groups that will potentially have an impact on the CAY programme, when such aspects occur this will be discussed either at the full IDP Steering Group Meeting or at the monthly strategic involvement meetings of the Safety, Customer Service and Quality Strand of the Integrated Delivery Programme.
Service Point System
The Service Point System (SPS) formally known as the Booking in Tool is currently being deployed to the highest impacting 104 units. This was completed in November 2014.
A further programme of activity is planned for the period Feb – June 2015 to deploy to circa 260 units that have high complaint numbers. These units will be deployed in the same manner as the current 104, but have the new industrialised version and not the current excel version. The existing 104 will also be upgraded as part of the migration to the new version.
It is recognised that there is no Standard Operating Procedures within Customer Service Points for the storage and booking in and out of Enquiry Office items. The CAY programme will use technology to standardise and enhance the process and to assist with introducing a standard way of working for all offices in the future. This will improve the time taken when customers arrive to collect their item.
The time taken in the current process is unknown therefore both parties agree to undertake a formal study via Industrial Engineers who will visit a selection of Delivery Offices to ascertain the time taken and understand the impact going forwards, providing the appropriate planning values.
This study will not delay deployment of the new standard processes including the Service Point System into the current programme of units. The full list of offices planned for the next phase and the expected date is attached at Annex A. In addition a step by step guide will be produced to assist with the rollout and its use, as well as the relevant training measures for deployment, which will involve the use and support from Workplace Coaches.
Summary
The SPS initiative will have timescales attributed with regular reporting mechanisms put in place and feedback back to the monthly strategic involvement meetings of the Safety, Customer Service and Quality Strand of the Integrated Delivery Programme. Full consultation with the CWU Nationally will take place to review the outputs from the introduction of phase 2 on the Service Point System to discuss and agree next steps. During the wider CAY programme there may be further initiatives, including commercial trials and these will be discussed / agreed jointly prior to deployment.
Martin Taylor Bob Gibson
Head of Performance Imp Assistant Secretary
Royal Mail Communication Workers Union
January 2015
Annex A
All post by me in Green are Admin Posts.
Any post in any other colour is my own responsibility.
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My sharing of news articles should not be interpreted as an endorsement or condemnation of any particular viewpoint or the issues presented. I share them solely for informational purposes.
Any post in any other colour is my own responsibility.
If you like a news story I posted please click the link to show support Any news stories you can't post - PM me with a link
My sharing of news articles should not be interpreted as an endorsement or condemnation of any particular viewpoint or the issues presented. I share them solely for informational purposes.
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Surreypostie
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Re: Customer & You (CAY) - Commercial Initiatives/Service Po
we used to have a similar system in our office, all returns were input into a pc and given a number and stored on a shelf in numeric order. They scrapped it to save money. Funny how the good systems come back and some executive somewhere will probably get a slap on the back for original thinking.