National Terms of Reference – Royal Mail Application Digitalising Something for You Cards and Redelivery Trial
Branches and Representatives will be aware of the number of projects relating to delivery related trial activity as Royal Mail bid to compete in the Parcels market, and improve the service provision for customers by improving the final mile experience for the customer through digital/mobile applications.
As a result we have agreed to trial a process to digitalise the customer journey for P739 (Something for You Cards) and Re-delivery. The trial will run from 23rd January to 18th February 2017 inclusive and be undertaken at Kingston upon Thames & Surbiton, Newbury, Peckham, Glasgow 13 & 14, Chester, Ringwood and Chesterfield Delivery Offices.
The trial will take place in the following manner and explore:
The trial will utilise Royal Mail Group Employees in place of the receiving customer as “participants” to test the process and gather learning.
The trial will have an impact on Customer Service Points. There is no change to the delivery process.
Participants that have an item undelivered with a barcode will automatically receive an email with an electronic version of the P739 attached. The e739 is triggered by the unable to deliver scan.
The Participant on visiting the Customer Service Point will show the electronic P739 on their mobile phone and provide identification as per the standard operating procedure in order to collect their item.
The Trial will also include digitalisation of the re-delivery process. Participants will be able to request a redelivery via the Royal Mail Application which will appear on CLEO/SPS for action.
We have agreed that Colleagues working in Customer Service Points and Workplace Coaches within the selected trial delivery offices will be invited to input to training, communication and support aids to inform further expansion.
A joint formal review will take place at the end of February 2017 by RM and CWU Nationally taking full account of all experiences and the feedback gathered in the trial units jointly from CWU/RM. Any wider roll out beyond the trial units will not be introduced without further joint discussion and national agreement.
Any queries to the content of the above please contact the Outdoor Department reference 530
Email address: firstname.lastname@example.org
CWU A/Assistant Secretary
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LTB 755/17 – National Terms of Reference – Royal Mail Application Digitalising Something for You Cards and Redelivery Trial