LTB170/16 Royal Mail: Multichannel Customer Experience (MCE) - Launch of New Government Contract - Royal Mail Identity Verification Service

[TrueBlueTerrier]

LTB170/16 Royal Mail: Multichannel Customer Experience (MCE) - Launch of New Government Contract - Royal Mail Identity Verification Service

No. 170/2016

16th March 2016

ROYAL MAIL: MULTICHANNEL CUSTOMER EXPERIENCE (MCE) – LAUNCH OF NEW GOVERNMENT CONTRACT – ROYAL MAIL IDENTITY VERIFICATION SERVICE

Dear Colleagues

I would like to advise Branches of the successful launch of the new Royal Mail Identity Verification service which commenced on Wednesday 9th March. This service is part of GOV.UK Verify, and involves Royal Mail (as one of several companies chosen by GOV.UK Verify) providing secure identity checks in order for individuals to access Government digital services.

Branches can access a press article which provides a background to this new service by using the following link:

http://www.postaltechnologyinternationa ... wsID=78308" onclick="window.open(this.href);return false;

Further information can also be found on the Royal Mail website:

http://www.royalmail.com/personal/identity-verification" onclick="window.open(this.href);return false;

Key Effects of New Work for MCE Members

• MCE will manage the live support for individuals who need help verifying their identity with Royal Mail.

• Help could be anything from simple enquiries like “my passport has expired, what do I do?” to explaining how an account can be closed or dealing with individuals who are not able to be verified by Royal Mail.

• This support will be provided through the newly created Royal Mail Identity Verification service team based in the Bangor and Stoke Contact Centres.

• The team will provide support 08.00 – 22.00 Monday to Friday, 08.00 – 16.00 Saturday and Sunday and all Bank Holidays excluding Christmas Day and Boxing Day.

I would like thank members in the Bangor Unit for their flexibility and for taking on this new work which entails weekends, Bank Holidays and Evenings. Thanks also go to our members in Stoke as the contingent support office. Early indications are that the launch was successful and customers are being dealt with swiftly and efficiently.

Finally, as a consequence of the new work, we have been able to get 12 Agency workers made permanent.

Any queries in relation to this LTB should be directed to Lea Sheridan on 020 8971 7361 or lsheridan@cwu.org.

Yours sincerely


Andy Furey
Assistant Secretary