RMC : RMtv : Cutting out complaints - how vital it is we scan properly at the doorstep

[yellowbelly]

I know it wouldn't solve the problem completely or for all items but what happened to the GPS co-ordinates/map being
available on the RM Track and Trace site which was supposed to be available from last year (LTB 278/20)?

viewtopic.php?f=7&t=96212

I've checked two tracked parcels I've had within the past week and no map or GPS indication on the website.

[claretandblue]

The GPS certainly isn't accurate, i delivered one to a house in a cul-de-sac, the GPS showed it as being delivered to the house behind it on a different avenue.

[POSTMAN]

https://www.myroyalmail.com/news/2021/04/dont-deny-them

Denial of receipt is the biggest cause of complaints we receive – but it’s within our power to reduce them. In this week’s RMtv, we heard how colleagues in Northallerton are doing just that. Now read the thoughts of Oswestry delivery office manager Mark Robinson, who has helped successfully cut denial of receipt complaints in his office over the last year. Alongside the ‘scan at the door, not before’ mantra – take advantage of his top tips and help bring better results across the business…

‘We have seen complaints overall go down in this office but one of the issues we have had throughout the year is with denial of receipt. That is one of the key focuses I’ve had as delivery office manager over the last year to get on top of and drive those denial of receipt complaints down.

‘I think it’s really easy to stop denial of receipt complaints if we just do the things we’re supposed to do.

‘Firstly, it’s important that every item we receive gets each scan it is due – be that in the mail centre, when it gets to the delivery office – the ‘ready to deliver’ scan – and then the scan on the doorstep.

‘Secondly, it’s important that colleagues understand that each item should only be scanned right at the doorstep – nowhere else. So, not in the van at the beginning of a loop, for instance.

‘My key advice is to scan the item before doing anything else. That’s before the knock on the door, or before writing a P739 card out. If the item is scanned first, the postie has to do something else with it before moving. I find that’s a really good way of making sure they get the scan.

‘Lastly, there is a camera function on the PDA. Colleagues should use it to take a picture of where they have left the item. That is so good for customers to be able to see what the item has been.

‘People are paying for the scan. They are paying that little bit extra to see where the parcel is and to see it in the pipeline. As soon as that isn’t done, we’re not actually providing the service they’re paying for.

‘From a managers’ perspective it’s about having processes in place to make sure items receive the right scans inside the building in the morning, analyse the information available to us and, where we see things not working, try and put things in place to make sure they do function properly. And I talk through each complaint I get with the individual postie involved, too.

‘In summary, for our posties, scan the item at the door – nowhere else – scan the item before you do anything – such as knock on the door or write a P739 card out – so you don’t forget to do the scan, and use the camera to take a picture. That will help reduce denial of receipt complaints.’

[chickenwittle]

https://www.myroyalmail.com/news/2021/04/dont-deny-them

Denial of receipt is the biggest cause of complaints we receive – but it’s within our power to reduce them. In this week’s RMtv, we heard how colleagues in Northallerton are doing just that. Now read the thoughts of Oswestry delivery office manager Mark Robinson, who has helped successfully cut denial of receipt complaints in his office over the last year. Alongside the ‘scan at the door, not before’ mantra – take advantage of his top tips and help bring better results across the business…

‘We have seen complaints overall go down in this office but one of the issues we have had throughout the year is with denial of receipt. That is one of the key focuses I’ve had as delivery office manager over the last year to get on top of and drive those denial of receipt complaints down.

‘I think it’s really easy to stop denial of receipt complaints if we just do the things we’re supposed to do.

‘Firstly, it’s important that every item we receive gets each scan it is due – be that in the mail centre, when it gets to the delivery office – the ‘ready to deliver’ scan – and then the scan on the doorstep.

‘Secondly, it’s important that colleagues understand that each item should only be scanned right at the doorstep – nowhere else. So, not in the van at the beginning of a loop, for instance.

‘My key advice is to scan the item before doing anything else. That’s before the knock on the door, or before writing a P739 card out. If the item is scanned first, the postie has to do something else with it before moving. I find that’s a really good way of making sure they get the scan.

‘Lastly, there is a camera function on the PDA. Colleagues should use it to take a picture of where they have left the item. That is so good for customers to be able to see what the item has been.

‘People are paying for the scan. They are paying that little bit extra to see where the parcel is and to see it in the pipeline. As soon as that isn’t done, we’re not actually providing the service they’re paying for.

‘From a managers’ perspective it’s about having processes in place to make sure items receive the right scans inside the building in the morning, analyse the information available to us and, where we see things not working, try and put things in place to make sure they do function properly. And I talk through each complaint I get with the individual postie involved, too.

‘In summary, for our posties, scan the item at the door – nowhere else – scan the item before you do anything – such as knock on the door or write a P739 card out – so you don’t forget to do the scan, and use the camera to take a picture. That will help reduce denial of receipt complaints.’

We do all this already , it doesn’t stop customers saying they haven’t received it and having to prove your innocence to your manager.

[HTPostman]

A question for those with a bit more knowledge of technology than me: if for example I’m on a rural where signal is poor (sometimes I have no signal at all), and I scan that parcel at Mrs Smiths, when I have signal again and it sends the data does it show it as being delivered where I pressed submit or does it show as being delivered where I had signal again (which could be a few miles down the road)?

I’ve had a few parcels where I’ve scanned on the doorstep and can say with 100% certainty I pressed submit but then a non receipt complaint comes in and I’m told tracking shows it as being delivered a few streets away.

[fb1969]

GPS doesn't need a mobile signal, as long as it can "see" the sky the scan location will be recorded.

[sorefeet17]

The same old issues with RM, top management come up with new ideas how we should do things... first time delivery, deliver to neighbour, try not to bring anything back, then they are telling DOM's to make sure there's no overtime.
Most customers like us leaving a parcel on the doorstep or somewhere around the property, RM unofficially like us doing this as it drives up efficiency, but neither want to be responsible for when it goes wrong.
They all want their cake and eat it but we are the fall guys with no cake.

[yubin282]

In flight redirections -

How about telling customers that leaving things with a 'neighbour' doesn't mean across the road on a different street on another posties delivery and 150 metre round walk.

[fb1969]

And don't put "enclosed front porch" when your front door opens straight onto the pavement. Amazon may leave it, but I won't!

[chickenwittle]

And don't put "enclosed front porch" when your front door opens straight onto the pavement. Amazon may leave it, but I won't!

Also they may well have an enclosed porch but how can I leave the parcel if the porch is locked and all the windows are locked too. Also I never ask a neighbour unless the customer has officially designated one.

[EdRush]

Often scanning on the doorstep is not practicable.
I can think of numerous 'doorsteps' on my walk which are not easily accessible

Especially with large/bulky and numerous items, it is safer and better for joint/lower back health to scan the items on a raised surface like the back of the van were the packets are loaded

It should be encouraged to use our discretion over this 'doorstep scanning' rule to prevent injury or unnecessary strain