RMCtv : Following the announcement of the changes to the CSP hours, I have tried to pick up most of the comments / questions below.

[POSTMAN]

Head of Delivery Infrastructure Programm

Following the announcement of the changes to the CSP hours, I have tried to pick up most of the comments / questions below.

How the hours were determined- there were two criteria used to set the new hours. Firstly weekly volume of undelivered parcels being collected through the CSP (to determine category) & secondly an hour by hour analysis of the footfall (to remove unproductive hours). We know the profile won’t follow exactly for every office in each category but we do have to manage within the 6 categories for standardisation and system constraints, so unfortunately can’t currently leave hours completely open to local teams to decide.

Back Office work - we know closing the window does not necessarily remove all the work because you still need to book in, sort redelivery items etc. That is why you need to work with your COM and local CWU Rep to align the hours to cover remaining work efficiently. This is covered in the Joint Statement.

Posting / Access work - we are aware that the process we used for the hours does not pick up access customers dropping off mail. If you feel your account customer volumes in this area could seriously affect revenue retention by the hours proposed please raise this with your COM.
Signs - we are in the process of ordering new slats for the signs. They will take 5-6 weeks to arrive and you will need to fit them locally. I’ll issue instructions or a video for anybody unsure how to do this. We didn’t order in advance to avoid regret spend on any changes once the hours were issued to units.

Welsh Signs - Apologies for the mistake previously. We did issue a new Thursday slat to all affected offices. If you don’t yet have one displayed please let me know asap so we can include again in the sign order this time.

Long term CSP role - we do need to acknowledge that volumes of undelivered items collected by the customer are falling and are forecast to continue to do so. We know customers want items delivered to them and we are working on different ways to increase First Time Delivery (target 98%) or take undelivered items back through an automatic redelivery attempt. These ideas will be subject to trial / pilot involving the CWU. Plus more customers are chosing redelivery rather than coming in to collect items. However we are also aware that the CSP has a lot of different functionality such as back office organisation, stock control and servicing different products like account customer access. So, we plan to undertake a full review in the autumn and this would be something we would happily take input on from people who work in CSPs as suggested somewhere in the comments. We have yet to agree the scope of this work with the CWU but they are aware and we will be working with them on this over the rest of the summer.

I hope that helps.

LTB here...
LTB 317/22 – Royal Mail Customer Service Points (CSP) – Review of Opening Times
&
RMCtv : Grant McPherson : Responding to customer demand in our Customer Service Points

[Cucumber]

Regarding changing these hours, they struggle to staff ours a lot of the time even with several full time people working in that area of the office. Genuinely didn't think there was that much, if any, meat on the bones to pick at.

[BigSacks]

From an out on the street delivery point of view, at a time when they want to maximise efficiency and introduce clocking in to account for every minute, then forcing multiple redeliveries over 2 and 3 days is playing right into our hands

Another ill-thought through, back-slapping because it looks like it might save a few quid until it backfires, pile of bullshit.

Don’t worry though, as this guy will be off to his next paper-shuffling role in a couple of years with a lovely backhander whilst we clean it up.

[greengiant]

A review in the autumn.

Meanwhile those working in CSP who have had their hours cut, will have been dismissed / IHR'd out the door if they were working in the CSP on health grounds...

[trev69]

A review in the autumn means even more hours to be taken out of csp opening hours!!

[BONCE1]

Probably being stupid here but how does it save Royal Mail money? You still need someone on site? Process Specials etc

[Acca Dacca]

Probably being stupid here but how does it save Royal Mail money? You still need someone on site? Process Specials etc

The hours would be cut rather than gone completely

[wallan]

Planing Application for a New Delivery Office for Brighton & Hove , Plans do not include a CSP

[TopperGas]

Planing Application for a New Delivery Office for Brighton & Hove , Plans do not include a CSP

Meanwhile Amazon and InPost parcel locker boxes seem to be opening everywhere, pretty soon even most small towns will have them. What are we going to offer to the residents of Brighton 3 failed delivery attempts and your parcel will then be returned to the sender?

[Woody Guthrie]

What are we going to offer to the residents of Brighton

Local Collect.

[world class male]

we have an overtime king who can also do the "locker" job, and quite often is needed early in the week for the late openings and let a few cover their duty then by fri still bust the hours so can't do a double, then they just lob the bigger lapsing plan on regardless of how busy it is

this shower are absolutely clueless at running the place, adhoc every single day

[Cucumber]

Is it possible that people normally working the CSP on a Monday but are now in a group 5 or 6 (8am-10am opening hours) will be told that will be their day off every week?

[BigSacks]

Planing Application for a New Delivery Office for Brighton & Hove , Plans do not include a CSP

Meanwhile Amazon and InPost parcel locker boxes seem to be opening everywhere, pretty soon even most small towns will have them. What are we going to offer to the residents of Brighton 3 failed delivery attempts and your parcel will then be returned to the sender?

After a few attempts they’ll be able to request another redelivery(so getting their item about 5 days after they want it-what about that crucial midnight-next day turnaround Simon?)

Or go to their local DO on that one hour window where they are actually open.

Team-I’m feeling curious-why do we keep getting rid of our Unique Selling Points?
I’m shutting callers offices and getting in lower paid lower knowledge staff to deliver parcels instead of the guys who know to take them to family members/favoured neighbours etc.

Won’t be happy until we’re thought less of than Hermes.
As by then there will be another cushy board position available in another company stupid enough to employ them.

[Andy51]

Public already complaining today when they saw the new times sorry Royal Mail don’t Care i wanted to say

[Fannybaws]

A slow slippery road to doing what DPD do. If customer isn't in they take the parcel to a local drop off shop and customer has to pick it up themselves.

They call it being good for the environment. I call it greenwashing and just another way to save money on processing it when it goes back, getting stored then redelivered the next day.