RMCtv : Quality of service results for the second quarter - not where we need it to be

[POSTMAN]

Quality of service results for the second quarter – not where we need it to be

We’ve reported our second quarter Quality of Service results to Ofcom.

In the second quarter of the year leading up to 26 September 2021, we delivered:

· 82.4 per cent of First Class mail the next working day, against a target of 93 per cent
· 95.7 per cent of Second Class mail within three working days, against a target of 98.5 per cent

Now, at our busiest time of the year, we’re taking steps to make improvements.

‘As we approach our crucial Peak period, our overall quality performance is not where we need it to be, even taking into account factors such as absence and vacancies, which we know have had an impact,’ said Shiona Rolfe, South service delivery director.

‘We don't have a problem everywhere – we know many offices are performing well. So, one area of focus is to intensively support the small number of units that need additional help to improve their quality results and equalise performance across our network.

‘Our delivery performance taskforce is working closely with high-impacting offices to identify and fix the barriers that are preventing them from achieving their potential. It is early days but initial reports are promising.

‘Earning the trust of our customers takes hard work but it can be lost in a split second. For all our operational sites quality excellence requires consistency each and every day, so we can never take our eye off the ball. Talking to your teams frequently about your office's quality performance can really make the difference and ensure we are all taking steps to improve.’

[POSTMAN]

Shiona Rolfe, the voice of reason...she knows her Onions, etc etc etc...
RMCtv : Revision farce? You are doing it wrong. Shiona Rolfe, Service Delivery Director explains

[Clappedoutpostie]

But what is the quality of service numbers for the Tracked and Specials though. Give us those numbers and you never know there might be a pattern.

[fb1969]

"Earning the trust of our customers takes hard work but it can be lost in a split second."


We, the posties, earned that trust and you, the managers, have pissed it up the wall.

I've given up giving a s**t thanks to disrespectful bollocks like this that you keep coming out with.

[postieblueshirt]

We're taking steps to make improvements....eh no your not we the frontline give 110% everyday if its failing its on you...

[Haditup]

Management failure,
Why not just admit you’ve dropped the biggest mistake in Royal Mail History?
Bad Revision during a Pandemic!

Another hefty fine and another one lingers ,hope the third quarter improves.

[SpacePhoenix]

Revision clusterfucks? They should have at least waited until the new year even if the revisions would still have been absolutely s**t.

Realistically what options are there, the only two I can think of are:

* Employ more staff in deliveries
* Move all delivery staff back to 39hrs

Probably also improve the training of newbies in DOs. Wouldn't surprise me if the training for newbies in DOs after the mandatory "ass covering" H&S stuff is, here's the frame, here's the work, get on with it

[Chelseablue]

The huge problem is the staff were not listened to by the manangement or the erm amateur so called planners ! Second time around now that the jobs are a disaster they are still not coming to us for any guidance at all and going ahead with more disasterous ideas , it all beggars belief !! The union just agreeing with it too , ! So disrespectful esp to staff whos did these jobs for years.

[WASD]

"Earning the trust of our customers takes hard work but it can be lost in a split second."


We, the posties, earned that trust and you, the managers, have pissed it up the wall.

I've given up giving a s**t thanks to disrespectful bollocks like this that you keep coming out with.

Exactly my thoughts.

I'm not remotely fussed if the share price plummets when the packets gravy train grinds to a halt

[sindba]

It's all gonna be ok lads, the "delivery performance taskforce" is on the way to fix everything!

What's the betting that after weeks wandering round the office, these highly paid galaxy brains come up with the answer: "bring back lapsing"

[2yearpostie]

We are already lapsing. Hers an idea, get some bloody staff and make sure they dont go home after doing 2 loops in 5 hours.

[Kenfandango]

As a relative newbie the problems as I see it are...
Newbies not trained properly
Routes longer than even experienced postie's can handle (our most senior postie regularly brings a loop back as they've added a 45-90 minute section to his route, he claims that previously he had never brought letters back)
Most of the managers don't seem to have ever been a postie, so they have no idea what it's like
Tracked and specials considered more important than life itself.
Managers often don't know who, if anyone, is covering walks. I've been asked several times if I'll take the tracked for another route because they've got no-one on them
Part time staff getting in to find nothing prepped

[Norfolk 'N' Chance]

New starter here too... Two 6 day weeks in a row for me so far. Out of that 1 day of shaddowing (basic training) which in fairness to the guy who was showing me was very useful, but really just covered the essentials and not much else.

Im only doing tracked items, mainly LAT's and tracked items left at the DO by others. Im covering around 100 - 120 miles per day, and its circa 40 to 75 items a day mainly rural addresses. For me the RoN app is very variable in its accuracy. Many times its way off and thats if you can find them at all. I waste a lot of time trying to find the actual property and once its dark its even worse. Hence Ive taken a few tracked items back knowing that they have failed, however I feel that the tools for the job have failed me.

For one farm, at the position RoN announced i was at delivery point, I had to drive 50m back to the main Rd, continue down the road about a quarter of a mile, turn left, up a lane about another quarter of a mile, left onto a different farm, through their land and out the back of their farm and follow a track about a mile back towards the direction I was at originally to get to the place. No way Id have found it without the help of locals. Other times its spot on.... no rhyme or reason to its inaccuracies!

Many times even when resorting to google maps, the lack of any mobile signal makes it difficult to find the delivery address that way either.

Im hoping that the RoN updates that go live on Monday improve things!

[ted_e_bear]

New starter here too... Two 6 day weeks in a row for me so far. Out of that 1 day of shaddowing (basic training) which in fairness to the guy who was showing me was very useful, but really just covered the essentials and not much else.

Im only doing tracked items, mainly LAT's and tracked items left at the DO by others. Im covering around 100 - 120 miles per day, and its circa 40 to 75 items a day mainly rural addresses. For me the RoN app is very variable in its accuracy. Many times its way off and thats if you can find them at all. I waste a lot of time trying to find the actual property and once its dark its even worse. Hence Ive taken a few tracked items back knowing that they have failed, however I feel that the tools for the job have failed me.

For one farm, at the position RoN announced i was at delivery point, I had to drive 50m back to the main Rd, continue down the road about a quarter of a mile, turn left, up a lane about another quarter of a mile, left onto a different farm, through their land and out the back of their farm and follow a track about a mile back towards the direction I was at originally to get to the place. No way Id have found it without the help of locals. Other times its spot on.... no rhyme or reason to its inaccuracies!

Many times even when resorting to google maps, the lack of any mobile signal makes it difficult to find the delivery address that way either.

Im hoping that the RoN updates that go live on Monday improve things!

Totally unrelated to this topic but I noticed in passing some of your previous posts prior to getting a job, just wanted to say congratulations and by the sound of it you're earning plenty and in an office with rurals so will be great to see different aspects of the job.

[olilew]

I cannot believe the regulator is letting RM get away with these failures up and down the country on a daily basis. They should be taken to account. I think there is a political agenda behind this regarding the USO. Tory bezzies looking after each other again!