Sunday Services – Enquiry Offices (Customer Service Points) 

Further to LTBs 528.15 and 561.15 discussions have continued with Royal Mail regarding the above and have been subject to frequent meetings and fairly lengthy discussions. A number of the initiatives included in the national agreement were previously going to be trialled and we took the decision to ‘cut to the chase’ and include them in the agreement. Those initiatives are the Payment Card and Point of Sale, Self Serve Post & Go Kiosk, Local Collect, and Royal Mail Parcel Acceptance which in our opinion can only enhance the service at Enquiry Offices and hopefully promote growth. We saw no point in delaying the deployment of these initiatives via a trial as we can iron out any issues in light of experience and on an ongoing basis. In addition there will be a programme of professionalising Enquiry Office staff to support these new initiatives, and with an increased focus on providing first rate customer service there is a need for reliable and proficient resourcing to meet the demand in Enquiry Offices. However no employee will be compelled to work on a Sunday in an Enquiry Office and any individuals who opt to cover this commitment on a Sunday will do so voluntarily.

 

There was an issue around the scope of the programme and we have now agreed to go with a Monday to Sunday review. This will mean that Units who are currently open on a Sunday or due to open on a Sunday will need to look at their opening times right across the week so that they are aligned to customer demand. These reviews will be supported nationally through the provision of information following analysis of customer footfall data from the SPS system with the intention to move towards a general standardisation of opening times at all Enquiry Offices that meet certain criteria and fall within certain parameters. In many units there will probably be little change except for the introduction of Sunday opening. Units who are not due to open on a Sunday will also be subject to a similar review and general standardisation referred to above as part of a subsequent phase of deployment. As things move forward the Service Point System (SPS) will provide information/data that will accurately identify the footfall at Enquiry Offices and will enable more informed decisions to take place regarding opening times.

 

Branches will also wish to note that national terms and conditions for working on Sundays have been maintained in the national agreement. Particular attention should be paid to annex A which deals with resourcing and remuneration.

 

A considerable amount of debate centred on the deployment being absorbed by delivery units and we have now agreed that the deployment will be based on what can realistically be achieved, supported by factual data/information and demonstrable evidence to support either parties position. It is not solely about absorption neither is it solely about investment, it is about a balanced approach and what can actually be done to make the necessary changes via agreement, that is fair and manageable and provides the service required.

 

 
COMMUNICATION WORKERS UNION 

URGENT INFORMATION FOR MEMBERS

 

 

 

 

 

 

 

It should also be noted that the opening times of Enquiry Offices (Mon – Sun) will have no impact on the agreed efficiency of the unit or the optimisation of delivery routes.

 

Full consultation with the CWU Nationally will continue to take place to review the outputs from each element of the agreement and discuss and agree any necessary changes. We will also continue to explore opportunities for further initiatives; including commercial trials and these will be discussed and agreed nationally with the CWU prior to any deployment.

 

We believe that the agreement provides a sensible and pragmatic solution that is in line with CWU policy and continues to support our joint aspirations in terms of growth, dealing with competition and our member’s terms and conditions. Deployment of the Sunday Opening (see attached) is scheduled to take place from January to March 2016 and Units are asked to engage early to enable discussions to be completed in time to meet this schedule.

 

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

Email address: mstewart@cwu.org

 

Yours sincerely

  

Bob Gibson

CWU Assistant Secretary

 

                            

Slow Manoeuvring Training Course Trial & Terms of Reference 

Branches will be aware that the 2012 Joint Statement on the RTA Procedure and Driver training committed Royal Mail and the CWU to improving the safety of our drivers and the public. We recently became aware of a trial that has been taking place in a Delivery Office, regarding Slow Manoeuvring Training, and on receiving this information we immediately requested a ToR to cover a trial.  

 

Discussions have taken place and we have now agreed a TOR for a trial to take place. We are satisfied that ToR covers our concerns and that we can progress the trial to 5 other offices. These are: Derby DO (East Region) not confirmed yet, Thornbury DO (West Region) commenced this week, Perth DO (North Region) commenced this week, Plymouth Distribution (West Region) not confirmed yet and London South East (Parcelforce) due to commence this week.

 

There is currently no course offered where all drivers in a unit are coached on slow manoeuvring that is customised to take account of the specifics of an individual yard.

 

The course duration is 2 hours, and 6 drivers will be coached during each session. The course is designed specifically to address issues at an individual site, and the content is customised according to the identified risks, through collision history and site inspection, which will include driver feedback where appropriate. This ensures that the course is relevant to the drivers in the locality.

 

The course material will be constructed specifically for each site, and courses will be scheduled to suit the operation. The course will not be used as a substitute for Induction or Post-Collision training.

 

The performance of the unit before the course deployment, and after the courses are completed, will be measured. This will demonstrate the successes, or otherwise, and inform whether this approach should be further deployed.

 

Progress of the courses, and measurement of success, will be reviewed at the Road Safety Joint Working Group, which currently meets regularly, and has representation from Royal Mail functions and the CWU.

 

Any enquiries to Bob Gibson’s Office, quoting reference 230, Email address: mstewart@cwu.org

 

Yours Sincerely

​ ​

Bob Gibson

RE: Conduct Code Booklets

 

We have now received a batch of booklets from the printers and are in the process of dispatching a number to each Branch.

We have also attached to this LTB, the PDF version, in case you wish to print additional copies, and keep an electronic copy.

We do have some spare copies should Branches require extras. Please let us know the numbers by emailing to the address below.

Any enquiries should be addressed to PTCS department, quoting reference PTC/RE/sn/414 Email address: djeffery@cwu.org

 

Yours sincerely

Peter Donaghy                                                        

Policy Advisor

Click on the link to view

2015 conduct code booklet

Door to Door – Delivery Method Change Trial & TOR 

Further to LTB’s 531/15 and 560/15 we have been in ongoing discussions with Royal Mail regarding D2D, looking at ways to expand the product including revised ways of working and delivering the items. We have now modelled some different scenarios/methods and agreed that 3 of them will be trialled, of which 2 are CWU proposals.

 

The trial will initially commence in 2 Delivery Offices, Bath DO and Troon DO. We are still attempting to agree a third Delivery Office and this will be notified as soon as possible.

 

The postcodes have been chosen due to their above average levels of D2D. The intention of the trial is to identify a viable method to reduce the overall costs of the product which will enable Royal Mail to compete for more contracts, increasing volume/workload and revenue. The CWU proposals also provide more scope for ‘Bespoke’ contracts and growth in this particular area which is becoming more popular.

 

The following adjustments to the current delivery method describe the methods that will be trialled to determine an alternative delivery method to reduce the number of unaddressed ‘Cold Calls’ while remaining simple to operate, easy to control, within the current D2D Product Specification and producing good QofS results.

 

1. 16.7% (1/6th) Collate, Prep and Deliver Warm calls each day Monday to Saturday. Roll over pending calls remainder of the week until Saturday. (Troon)

 

2. 100% Collate, Prep and Deliver Warm calls Monday, Roll over pending calls remainder of the week until Saturday. (Pending)

 

3. 20% Collate, Prep and Deliver Warm calls Monday, 80% Collate, Prep and Deliver Warm calls Tuesday, roll over pending calls remainder of the week until Saturday.(Bath)

 

Note: There are several variations to the above that can be adopted to enhance flexibility in delivering new bespoke items and this will form part of the National discussions.

 

Alternative Control Methods will also be tested during the trial:

 

1. Pending D2D items (those left for delivery on a following day) left in the frame

 

2. Pending items not placed in the frame, but instead the DP noted on a sheet    

 

Both methods will be studied/measured by Industrial Engineers to establish time taken. Work aids will be produced for each delivery, detailing time required for each method.

 
COMMUNICATION WORKERS UNION 

URGENT INFORMATION FOR MEMBERS

 

 

 

 

Further discussions have also addressed our concerns regarding the complexity of the method for recording the delivery points that have not been delivered using the warm call method and with regard to this the trial will commence with a small number of routes in each site rather than the whole unit. This will allow both parties to fully understand the work involved, how people take to the change in methods, allows time to take in their views and see how managers are able to manage this. It should also help protect both the product and wider QofS by having a limited number of routes affected in the first phase.

 

It is anticipated that the trial and data gathering exercise will take approximately 6 weeks;  

 

The trial will commence on 21st September 2015 and will conclude on 31st October 2015. However during this period consideration will be given to extending the trial period if enough data/information is not available.

 

The trial will be jointly reviewed at the end of the agreed timescales (31st October 2015) to determine the viability of the alternative methods taking into account any H&S implications.

 

Consideration will also be given to extending the trial to other sites including the potential implications of changing current methods. The review will also discuss and consider any changes required going forward to support growth and employee reward.

 

In addition to the trial discussions have also taken place on the subject of the D2D product and the need to put more focus and activity into this area, and a meeting is being arranged with Market Reach and product managers to discuss this in more detail. The intention here is to re establish a National D2D Forum.

 

Some communications material has been produced that will be shared in due course to take CWU input, so that we can jointly position the work we are doing on D2D as a product and seek input from employees in the units.

 

A separate initiative will be jointly undertaken to understand and identify the declining volumes that some geographical locations are experiencing. This will be done by asking volunteers in those locations to count or collect the D2D items they receive so that the numbers can be recorded and investigate if they are new contracts or contracts previously handled by Royal Mail.

 

Whilst we have now agreed a trial and a number of methods to be trialled we would still like to identify any other suitable alternative methods being used in the field that deals with managing the delivery of D2D and also incorporates no ‘cold calling’. CWU representatives are therefore invited to send any alternative methods to the Outdoor Department for consideration.

 

The overall objective of this trial and our continuing engagement on this subject is to fully understand the wider unaddressed market so that we can jointly grow this product.

 Any enquiries to Bob Gibson’s Office, quoting reference 230.03

Email address: mstewart@cwu.org

                                                                                   

 

Yours Sincerely

​​

Bob Gibson

CWU Assistant Secretary – Outdoor

​
                                                                                   

 

Driving Simulator Training Trial – Terms of Reference 

Branches will be aware that the 2012 Joint Statement on the RTA Procedure and Driver training committed Royal Mail and the CWU to improving the safety of our drivers and the public. Subsequently Royal Mail approached the department to trial Driving Simulator Training, which is being provided by a company called the Transline Group.  

 

The training is being proposed on the basis of drivers enjoying the innovative approach of the simulator which provides an opportunity to be coached and for drivers to practice their driving skills, as well as experiencing the potential consequences of risky driving; and all in a safe environment. It should also be noted that participating in this trial is voluntary.

 

The objective is to improve driver skills, hazard perception and driving styles, to improve safety performance.

 

The trial of the Driver Simulator will take place at Rochdale DO, which is a High Impacting Unit in the NW England Delivery Director area. All drivers at the unit will be released for training on the simulator in groups of 4 over half-day sessions.  

 

Whilst we recognise this is entirely voluntary, we would encourage our members to become involved in the trial as it meets with our expectations in regard to the safety of our drivers and other road users. The course is designed to be entirely supportive to the driver and does not include any pass/fail assessment. The performance data will remain confidential. The feedback and performance data will be jointly reviewed, and where the information proves successful, then any further roll-out will be progressed through Joint agreement.

 

Progress of the courses, and measurement of success, will be reviewed at the Road Safety Joint Working Group, which currently meets regularly, and has representation from RMG and the CWU.

 

Any enquiries to Bob Gibson’s Office, quoting reference 300.02

Email address: mstewart@cwu.org

 

Yours Sincerely

​​

Bob Gibson    

 

 Sunday Services Delivery – National Agreement

 

Discussions have continued with Royal Mail through the summer regarding the above which was separated out of the overall discussions to concentrate on the delivery aspect whilst other talks concentrated on the Enquiry Offices. The trial of Sunday Deliveries within the M25 area was designed to improve the weekend service provision for customers, defend current volumes and provide opportunities for growth and the potential for new products.

 

Whilst there has been some problems with the Sunday Deliveries it is now agreed to maintain this service within the M25 on a revised operational basis with responsibility transferring to the Eastern Region.

 

The new national agreement is based on a CWU option that was placed before Royal Mail back in May, and whilst it is not entirely in line with that option we believe it is sufficient and will enable the Sunday Delivery Service to continue. There has been a further rationalisation of the number of delivery routes to try and make the operation more cost effective. It should also be noted that Special Delivery items are not included, however T48 items are included. The option we have agreed provides a more centralised control which should prove to be more efficient.

 

Nationally agreed terms and conditions have been maintained and we believe that the continuation of this service will enable us to examine other delivery services that can be provided going forward.

 

Full accountability of the Sunday operation will move to London Central and its management hierarchy i.e. Sunday Manager, DOM, DSM and DD. Delivery routes as defined in the attached agreement will operate out of London Central (CL Routes), with remaining routes run from Mail Centre’s acting as satellite hubs (MC Routes). Plant Weekend Managers will be responsible for handing staff their work, vehicles and equipment on arrival at the unit.

 

All pre-work and any operational issues on the day will initially be dealt with by the Sunday delivery manager at London Central. The Sunday delivery operation is planned on the basis of 750 items and will be performed between 0800-1800hrs (7 Hour attendances) depending on location and resource options. Duty structures and routes will be agreed in each of the locations. Individuals performing conveyance between MCs will be paid any additional hours required. Delivery routes will include T24 & 48 products and will run 52 weeks per year unless agreed otherwise.

 

 

 

 
COMMUNICATION WORKERS UNION 

URGENT INFORMATION FOR MEMBERS

 

 

 

 

Whilst the operation will become business as usual at the sites included the Sunday Delivery Service will remain under the auspices of the JWG and will provide regular updates to the Integrated Delivery Programme. This will include exploring further opportunities for growth and possible extension to other areas of the UK.

 

The agreement is expected to go live on the 11th October 2015 and will be formally reviewed in 12 months; no changes will be introduced without the agreement of both parties during this period.

 

Any enquiries to Bob Gibson’s Office, quoting reference 530 Email address: mstewart@cwu.org

 

Yours Sincerely

​

Bob Gibson

CWU Assistant Secretary – Outdoor

​

 

New Commercial Initiatives – Locker Banks 

As part of the ongoing work of the Integrated Delivery Programme, a review of the ongoing Commercial Initiatives has taken place and to improve the experience of Relay customers an evaluation of locker banks situated outside Enquiry Offices and on Royal Mail property at Nottingham North DO will take place.

 

Dedicated locker banks will be installed which can be accessed securely externally that will provide Relay customers with the facility to collect items outside of the Enquiry Office opening times as well as provide options to remove this activity from the Enquiry Office reception area. The locker bank is planned to be installed by October 2015 and the trial will last 6 months.  

 

The trial is designed to see if it will help support improved customer experience and ease of access for Relay customers, end to end tracking of items, plus support a continued commercial relationship with existing and new Relay customers. Training and support will be given by the Customer Experience Commercial team, which will be agreed with the relevant National CWU parties before the trial commences. This will include all SSOW/Security Measures & Health and Safety standards being agreed.

 

A local joint working group consisting of Managers and CWU Reps will be set up to ensure the Locker Banks can be successfully deployed. The local working group will enable the development of learning during the trial and help identify any issues requiring clarification or further investigation. Regular reporting mechanisms from the Local Working Group will be put in place and feedback will be provided to the monthly strategic involvement meetings of the Improving Customer Experience Strand of the Integrated Delivery Programme.

 

The trial will be formally and jointly reviewed throughout the period and at the six month completion. Further analysis will also take place to consider further opportunities for retail customers.

 

Any enquiries to Bob Gibson’s Office, quoting reference 530 Email Mstewart@cwu.org

 

Yours Sincerely

​​​​​​​​

Bob Gibson

                     

MR  PAUL MALONEY BRANCH CHAIR BIRMINGHAM DISTRICT AMAL
 

I writing to inform branches that Paul Maloney, Chair of the Birmingham Amal Branch, and his wife Jackie were recently involved in an extremely violent assault which has left both with serious multiple injuries. Paul is in an induced coma and is fighting for his life.

 

Many colleagues, particularly those in the Midlands will know just how well liked and respected Paul is as a senior representative, friend and work colleague. I know that this tragic series of events has shocked everyone who knows Paul and this has naturally caused a great deal of upset for many of our representatives.

 

The Branch Secretary Steve Reid has asked me to convey his thanks to all those individuals who have contacted him over the last week with messages of support and offers of help to Paul’s family and dependants.

 

Branches have asked if they can offer some financial support to help them during this terrible time and we are advised that if any branch or individual would wish to make any kind donation of this nature they can make cheques payable to the Birmingham District Amal Branch, care of Steve Reid, Branch Secretary, CWU Office, 47 Summer Lane Hockley, Birmingham B19 3TH.

 

Our thoughts are with Paul, Jackie and the family and we all desperately hope that in the coming days their present condition improves.

 

If you have any enquiries on this LTB, these should be addressed to the General Secretary’s Office at gsoffice@cwu.org quoting the reference GS1.1/LTB 585/15.

 

Yours sincerely

 

​​​ ​​

 

Dave Ward​​​​​​

General Secretary