Delivery to Neighbour – Bespoke P739 “With your Neighbour” Card – Trial

Delivery to Neighbour – Bespoke P739 “With your Neighbour” Card – Trial

Branches will be aware of the National Agreement covering “First Time Delivery – Delivery To Neighbour” and the ongoing work of the Safety, Customer Service & Quality Strand within the Integrated Delivery Programme. As a consequence of this ongoing work we have seen the first time delivery rate rise to approximately 91% on a National basis.

Additionally as part of the ongoing work further initiatives have been explored to support a further increase in 1st Time Delivery in a way which can assist front line OPGs, and where possible make it easier for them to undertake the task. As a result we have agreed to trial the use of a Bespoke P739 “With your Neighbour Card” in 6 Delivery Offices (Harlow DO, Brentwood DO, Enfield DO, St Albans DO, Northolt DO, and Braintree DO), who have been selected as a result of the current performance figures, a mixture of good and bad for 1st time delivery. The trial is due to commence at the end of March 2015.

The aim of the trial will be to:

  • Understand whether the bespoke P739 card makes it easier for OPGs to complete on Delivery.
  • Understand and record the number of Delivery to Neighbour attempts / transactions which take place and the associated time being taken to perform the tasks, this will be captured locally and through the use of Industrial Engineers.
  • See if the bespoke P739 card saves time for OPGs to complete on delivery.
  • See if there is an increase in Delivery to Neighbour as result of the bespoke P739.
  • See if there is any adverse effect on customer, quality and performance measures.All training for front line OPGs on the use of the bespoke P739 card will be undertaken by Workplace Coaches and through WTLL briefs in advance of the trial.The process will be kept under review in the IDP Strand to monitor the success rate of first time delivery / D2N and also to enable any findings to be fed into the ongoing discussions around next steps.

Any enquiries to Bob Gibson’s Office, quoting reference 530

Email address: hnutley@cwu.org or mstewart@cwu.org

Yours sincerely

Bob Gibson

CWU Assistant Secretary

ROYAL MAIL & CWU NATIONALLY AGREED TERMS OF REFERENCE

 

Delivery to Neighbour – Bespoke P739 “With your Neighbour” Card

Background

Further to the revised Nationally Agreed Guidelines for First Time Delivery – Delivery to Neighbour released in June 2014 which confirmed that where no opt out exists and it’s safe and secure to do so, Delivery to Neighbour should be attempted every time a customer is not in.

As part of the ongoing work being undertaken by the Safety, Customer Service & Quality Strand of the Integrated Delivery Programme, further methods have been explored to increase 1st Time Delivery in a way which can assist frontline OPG’s, and where possible make it easier for them to undertake the task.

Aims

 

It is in the best interests of all parties for our customers to receive the best possible customer experience and that, where possible, we ensure delivery first time, every time. As such the aim of the trial is to explore the process of completing a bespoke P739 “With your Neighbour” card which details that the customer’s item has been delivered to a neighbour and showing the address of the neighbour where the item has been left.

  • To understand whether the bespoke P739 card makes it easier for OPG’s to complete on Delivery.
  • To understand and record the number of Delivery to Neighbour attempts / transactions which take place and the associated time being taken to perform the tasks, this will be captured locally and through the use of Industrial Engineers
  • Whether the bespoke P739 card saves time for OPG’s to complete on delivery.
  • Whether there is an increase in Deliver to Neighbour as result of the bespoke P739.
  • Whether there is any adverse effect to customer, quality and performance measures.

The trial of the bespoke P739 “With your Neighbour” card will be carried out in line with the Nationally Agreed Guidelines for Delivery to Neighbour.

Locations / Timescales

 

The trial will be conducted in 6 Delivery Offices, who have been selected as a result of the current performance figures for 1st time delivery and will start w/c 23rd March. The training for frontline OPG’s on the use of the bespoke P739 card will be undertaken by Workplace Coaches and through a WTLL brief.

    • Harlow DO
    • Brentwood DO
    • Enfield DO
  • St Albans DO
  • Northolt DO
  • Braintree DO

The trial will be initially for 3 months, after which time we will evaluate the findings against the KPIs and agree the next steps.

Summary / Review

The outputs from the trial will be reviewed regularly at the SCSQ Strand to understand whether there is an improvement in the success rate of 1st time delivery and Delivery to Neighbour, to enable discussions around the next steps following the trial.

In addition the outputs will also feature in the current discussions around the changes to future technology such as the PDA and whether this process has been factored into the software of the devices, and it will also help produce a planning value for the average time likely to be taken for undertaking D2N, which is currently being assessed by Industrial Engineers.

Any lessons learned or outputs from the review will be fed back to the wider IDP steering group.

Martin Taylor                                        Bob Gibson

Head of Performance Imp                       Assistant Secretary

Royal Mail                                            Communication Workers Union

March 2015      Click on link  With your neighbour card

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