Redirection Card Trial & Terms of Reference

[TrueBlueTerrier]

To: Branches with POSTAL Members

Dear Colleague,

Redirection Card Trial & Terms of Reference

As part of the ongoing work being undertaken by the Integrated Delivery Programme, the Improving Customer Experience Strand has undertaken further work regarding Redirection complaints as they are one of the highest complaint categories with over 62,000 complaints registered against the product in 2014/15.

To date the trend has continued and currently the figure for complaints this current year sits at 13,000. Therefore we have looked at the way design changes can be made to assist frontline OPGs, and where possible make it easier for them to undertake the task.

As such we now want to test and understand if the re-designed Redirection suite is an improvement on the existing cards, labels, and wallets and whether the changes being made to ensure the Redirection card and special instructions are as clear and concise as possible for OPGs going forward.

Please note there is no change to the operational process – this is a cosmetic change to improve clarity, usability of the cards and wallets in an endeavour to make it easier to action redirections, improving accuracy and therefore reducing customer complaints.  

The trial will be conducted in 8 Delivery Offices, which have been selected as a result of their current performance figures for customer complaints and will start w/c 13th July. The training for frontline OPGs on the use of the Redirection pack will be undertaken by Workplace Coaches and through a WTLL brief.

Following this we will review the trial after 3 months to understand whether the redirection pack was successful both in terms of the use by the OPG and whether customer complaints have been reduced, in order to agree the next steps.

Any enquiries to Bob Gibson’s Office, quoting reference 530/230.05
Email address: hnutley@cwu.org or Mstewart@cwu.org

Yours sincerely

Bob Gibson
CWU Assistant Secretary

[DGP1]

The main problem is people getting shifted from one duty to another and after they put the post in they don't do the redirections.......the person doing the delivery doesn't do them so they fail...........best way to avoid is to put people on their own duty and have them do everything themselves.

[POSTMAN]

Nothing to do with cards or wallets is it,just bad managing in offices especially when it comes to lapsing ect.
It really is not that hard to do redirections.

[Bishbashbbosh]

Nothing to do with cards or wallets is it,just bad managing in offices especially when it comes to lapsing ect.
It really is not that hard to do redirections.

Bad management? I wasn't aware managers were meant to do the redirections?

[2pints]

There is no exuse for it.Even if you are a rserve shifted from duty to duty you should always ask the question or check to make sure redirecions are done.

[glenfiddich]

There is no exuse for it.Even if you are a rserve shifted from duty to duty you should always ask the question or check to make sure redirecions are done.

Even if your delivery is due out at 9.05 and your start time is 9.00

[Bishbashbbosh]

There is no exuse for it.Even if you are a rserve shifted from duty to duty you should always ask the question or check to make sure redirecions are done.

Even if your delivery is due out at 9.05 and your start time is 9.00

That is a problem you need to make your manager aware of. The cost of redirection complaints to the business is massive, and if you were paying for the service but you mail was going to someone else in you old house (even worse an ex from a bad breakup) I'm sure this excuse wouldn't exactly make you feel any better?

[brockleylion]

Complaints will go down as whistl are no longer in the market however with so many packet delivery firms on the market they will carry on without redirecting as they never have and probably never will. My concerns are largely with the customer complaint folks who seem to have a mantra of customer right postman wrong until the opposite Is proven. But generally the more we rush the job the more mistakes we will make this job is not a race it is a service we offer our customers,the odd mistake excusing.

[claretandblue]

we had a problem 3 generations of a family with the same surname got a redirection for part of the family, it was impossible to do it properly without knowing the names of the people staying, this would be a big improvement on not entire family moves, who's gone and who stays.

[enskied]

Nothing to do with cards or wallets is it,just bad managing in offices especially when it comes to lapsing ect.
It really is not that hard to do redirections.

Bad management? I wasn't aware managers were meant to do the redirections?

No. But managers are meant to ensure that redirections are done on duties that are being lapsed. At ours four or more people are prepping a single lapsed duty and then being rushed off by managers to get their own duty done and bagged. No wonder at all that complaints are up.

[hampshireman]

To: Branches with POSTAL Members

Dear Colleague,

Redirection Card Trial & Terms of Reference

As part of the ongoing work being undertaken by the Integrated Delivery Programme, the Improving Customer Experience Strand has undertaken further work regarding Redirection complaints as they are one of the highest complaint categories with over 62,000 complaints registered against the product in 2014/15.

To date the trend has continued and currently the figure for complaints this current year sits at 13,000. Therefore we have looked at the way design changes can be made to assist frontline OPGs, and where possible make it easier for them to undertake the task.

As such we now want to test and understand if the re-designed Redirection suite is an improvement on the existing cards, labels, and wallets and whether the changes being made to ensure the Redirection card and special instructions are as clear and concise as possible for OPGs going forward.

Please note there is no change to the operational process – this is a cosmetic change to improve clarity, usability of the cards and wallets in an endeavour to make it easier to action redirections, improving accuracy and therefore reducing customer complaints.  

The trial will be conducted in 8 Delivery Offices, which have been selected as a result of their current performance figures for customer complaints and will start w/c 13th July. The training for frontline OPGs on the use of the Redirection pack will be undertaken by Workplace Coaches and through a WTLL brief.

Following this we will review the trial after 3 months to understand whether the redirection pack was successful both in terms of the use by the OPG and whether customer complaints have been reduced, in order to agree the next steps.

Any enquiries to Bob Gibson’s Office, quoting reference 530/230.05
Email address: hnutley@cwu.org or Mstewart@cwu.org

Yours sincerely

Bob Gibson
CWU Assistant Secretary

Don't disagree with the aim of improving RE-direction performance. But, the sample group is too small. Eight DO's out of what (1000+)?

Process Improvement is a good thing (though not so much in RM). But if I did an improvement project, I could not recommend a change in process on such a small sample. In fact the change rolled out to all DO's on this sample level, could have a negative effect.

Just my thoughts.