LTB 513/21 - Quality of Service for all Royal Mail USO and Commercial Products

[POSTMAN]

https://www.cwu.org/ltb/ltb-513-21-qual ... -products/

LTB 513/21 – Quality of Service for all Royal Mail USO and Commercial Products
No. 513/21

29th November 2021

Dear Colleagues,

Quality of Service for all Royal Mail USO and Commercial Products

Earlier this month, RMG and CWU agreed two significant interventions to address the growing concerns regarding the operational challenges affecting Quality of Service, one was Post Implementation Reviews of Structural Revisions and the other was regarding targeted Quality of Service Activity.

Below are quotes from these important initiatives;

‘Both Royal Mail and CWU fully recognise the sheer scale of the structural revision activity that has taken place this year. Both parties reinforce that the key principles of the Revision and the PIR process is to ensure all units adhere to efficient, fair and achievable workloads for all delivery staff, whilst also ensuring that the Delivery specification and USO are achieved, along with all new products and services.’

‘In line with the Joint commitments along with the aims and objectives contained within the Pathway to Change Agreement both Royal Mail and CWU are fully committed to working together in order to ensure that there is Excellent customer and Quality of Service in all delivery units. Both Parties are also fully committed to ensure that service levels are achieved for all products and services and there is also full USO compliance in place’.

‘we have now agreed a National Terms of Reference for the activity, which fully involves the CWU in the process and ensures that any issues or changes are dealt with in line with our agreements including the IR Framework’.

In addition, RMG are taking all necessary steps to improve and speed up recruitment and fill vacancies.

So to be absolutely clear;

Royal Mail Group is committed to the USO and the delivery, collection and processing of letters, packets and parcels with equal status of importance and where we are experiencing challenges it is important that any required contingencies are agreed locally and must include all commercial and USO products and not priorities T24 and T48 parcels.

It is also very important to state (consistent with our Pathway to Change Agreement) that RMG are privileged to be the UK’s USO provider, obligated to deliver to every single address in the UK without favour and continues to see letters as an important part of our future and fully recognises that the USO letters market has a wider social and economic value to UK society.

We fully appreciate the fantastic efforts of the workforce in meeting customer and societal needs throughout the Covid-19 pandemic and the major change programme we have commenced but it really is important to ensure that we continue to work together to deal with the ongoing operational challenges we face and plan for the best possible service to customers across all of our products.



Terry Pullinger

DGSP (Postal)

Communications Workers Union



Achim Dünnwald

Chief Operations Officer

Royal Mail Group

Any enquiries in relation to the content of this LTB should be addressed to the DGS(P) Department or appropriate occupational National Officer.

Yours sincerely,

Terry Pullinger

Deputy General Secretary (Postal)

[POSTMAN]

Simon Thomson

Team - an update for you - letters are as precious as parcels - parcels are as precious as letters - as I said at the half year results - we love being the USO provider - and are focussed, via our revisions process, in making sure there is fair workload for all…..

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[clashcityrocker]

Ha Ha Ha Ha Ha Ha

We fail everything possible except Special Deliveries.
We fail more letters than parcels.
We fail more non Tracked than Tracked.

The USO has gone, long gone.

[worktotime]

what a complete joke , us posties told r/m and the cwu that trying to bring in a revision at this time of the was like them slitting there own throats but never mind , but they did it anyway just to please the shareholders and increase the share price , so well done for that , so some people are lucky to get mail 2 or 3 times a week , standard parcels just being left for days in yorks on deliverys and posties being told just to deliver tracked parcels , oh well once the task force has sorted the delivery labels everything will be sorted , there deluded the lot of them

[ted_e_bear]

Same..can't believe I just read this, it's clear to a lot of us that the uso is unofficially gone, walks left in except for tracked items, how much longer can they keep on lying about it or is there a plan to get the service back to it's pre covid level.

[SpacePhoenix]

The order of priority is:

SDs > Tracked > Parcels > Mech Letters (Also flats if a MC has a FSM) > Manual Letters and Flats

It's been that way for many years

[sindba]

Do these people live in a parallel universe?

The USO is finished. Offices are failing mountains of stuff every day, and it won't get better because the disastrous revisions have caused it.

To reiterate, for the thickos at RM/ CWU: the failed revisions are the CAUSE of USO failure, not the bloody solution to it!

[smok3y666]

Our office is failing everything except specials. What a crock.

[CharlesG]

The order of priority is:

SDs > Tracked > Parcels > Mech Letters (Also flats if a MC has a FSM) > Manual Letters and Flats

It's been that way for many years

You can add :
Postbox collection
Redelivery
Consumer collections

I sometimes ask my DOM if can only do one thing out of a tracked parcel, redelivery or consumer collection which one has priority? He looks stumped then i laugh and usually end up failing all three. The joys of Royal Fail

[daveyeff]

aye what a load of clarts. pressure started Monday, they've stopped all the days off as they are supposed to be fully covered. (everybody's in). yet loops are left in on loads of duties to get the pkts done. DOM says he can't bring in people cos he doesn't have the vans to put people in, he was only allowed 1 hire van as ''senior management'' have said no hire vans to be brought in as budget for the area is overspent by 1100 hours. the place is a total shambles. quality of service is non-existant, what happened to open docket at xmas?

[hans solo]

packets on our 2 duties only today
ALL mail 1st class included to be left wheres their uso company going down the shithole

[fb1969]

I must have been hearing things today as a manager went down the aisles saying "concentrate on the Tracked". Then when an extra York of packets appeared for our round we were to take back mail if we had to fail anything.

How many more lies will this company come out with.

[wazer]

Out of 75 fittings only 6 were completed. Letters,small packets etc etc.just left. No vans no extra staff .tracked and specails get done. Wot im reading from RM and CWU that most things are fine.Must b just our office then.lol.

[Manboat]

Strange goings on, it was totally flip turned in our office today and we failed loads of parcels including tracked and were told to take all mail out as a priority, thought it would of been nationwide and possibly linked to last nights telly about our mail failures but I’m confused now

[daveyeff]

well they got us in the middle of the floor today to tell us to leave what mail you needed to leave in order to get all the specials and tracked done, then normal packets. there was loads of duties left the whole frame of mail in. they said they couldn't authorise overtime as senior management where 'holding the purse strings' and their budget wouldn't allow. so someone asked the DOM why was it 'open docket' at the local mail centre and not the D.O.s. to which he replied 'mail cenres are mail centres and their budget had nothing to do with him, he was only doing as he was told. the thing with that though is, the mail centres will be clearing every day as they have unlimited overtime to get the stuff out, but the D.O.s haven't, so its all starting to mount up at the D.O.s cos we can't clear as they won't pay overtime and its creating a bottleneck of packets and mail. in a few days its going to be carnage in the D.O.s. the rep reckons there is a disagreement in. so theres at least another 7 days. its just s**t management.