RMCtv : Quality of Service for the third quarter to 4 December 2022

[POSTMAN]

Grant Says

Quality of Service for the third quarter to 4 December 2022

Today we announced our latest Universal Service Obligation Quality of Service (QoS) scores. In the third quarter of the year leading up to 4 December 2022, we delivered 78.6 per cent of Second Class mail within three working days. We delivered 54.1 per cent of First Class mail the next working day with 74.9 per cent of First Class mail delivered within two days.

While the majority of mail is delivered on time, nine days of industrial action has significantly lowered our performance during this period, on the back of high absence levels.

Since that time, there have been steady weekly improvements in QoS through January and February 2023. Recent performance levels are the highest we have seen since last summer.

But whilst our QoS performance has been improving slowly, we are not where we need to be.

We must focus on restoring the high standards of service our customers expect to receive.

Delighting our customers is what will lead to the growth of our business and growth is the best way for us to get efficiencies in a network of our scale and make ourselves more competitive. We cannot shrink to greatness.

Clearly, agreeing a deal with the CWU and bringing this dispute to an end is critical. But so is modernising our network and ways of working so that we can more effectively manage the changing mix of mail in our mailbags. Like postal authorities around the world, we have to make changes to adapt to the reality of significant structural declines in letter volumes - which have declined by 25% since the pandemic - alongside growing demands for parcel deliveries.

Let’s make Royal Mail number one again by doing the basics well, every day, everywhere. Getting the fundamentals right is the foundation upon which we can get those crucial improvements in quality and grow. I truly believe we have the team to do it.

We have made solid progress and I thank you for your efforts to achieve that. I know these are some of the most challenging times we have faced. But we must change our collective mindset so we put our customers first. If we do not deliver what our customers want, they will simply go somewhere else.

I look forward to seeing the great things you will all do in the next quarter.

[scotchy1962]

Hmmm Grant i am afraid that any of the problems that you mention are not really mine or the rest of my postal colleagues problem, you employ us all on contracts of various lengths and i and the rest do as we are instructed for that period. Some of us do overtime and some of us dont want any overtime. We all would like a settlement to this dispute and perhaps if the upper management hadnt been on such a vanity project trying to break the CWU we would be in a much better place but we are where we are. Now if we still cant get all the mail out everyday and still fall short of the USO perhaps you and your "Team" could take a look at the revisions and perhaps think again about why exactly you are failing because it sure aint our fault.

[enskied]

54% of first class at Christmas .

Half or there about. Disgusting.

And that is the positive spin.

[Ozzvaldo]

I'll tell you what has also affected quality of service apart from industrial action, Grant.....the deliberate understaffing of DOs by RM and the refusal to allow those who were willing to work on their rest days to do so (in my office, anyway). Funny that you didn't mention that.

We were last on strike on December 24th, but that hasn't stopped my unit from failing multiple deliveries every day since.

[funkflex55]

Putting mail in a bag or tray so the frame is clear and then taking it back to the office because the work load was impossible is not delivering the mail. These figures are not true.

[Barnacle]

They banned overtime. This had the immediate effect of causing mail and untracked parcels to stack up.

They caused the failure of the USO. They did.

[worktotime]

i can see there quality going down the pan even more when all there revisions are slung in , but heho we all have start and finish times .

[antthepost]

We have been failing mail everyday since mid last year due to being understaffed. A couple of weeks ago RM management solved the understaffed problem by ripping a round out off the office and splitting it between 3 duties,[ 2.15 - 2.30 hrs extra to each duty]. Im sure that move will help with there mail failing each day, CLUELESS

[postieblueshirt]

hang your heads in shame.were not failing the uso lol lol lol

[enskied]

" on the back of high absence levels"

Well you make me sick .

[TopperGas]

Does anybody really care, OFCOM don't seem interested (why aren't they seeking an explanation for all the failings they must know what's going on at RM?) and the public generally don't seem to care if post is delivered or not on a daily basis.

[gil]

Who cares anymore certainly not management another stick to beat us with you failed because of covid strike action and extremely inept management sorry ROGUE managers use whichever excuse you like

[enskied]

Who cares anymore certainly not management another stick to beat us with you failed because of covid strike action and extremely inept management sorry ROGUE managers use whichever excuse you like

I do. I actually care about the mail.
Got my job hanging by a thread caring about it.
So far so good.

[JKSmudge]

Hmmm Grant i am afraid that any of the problems that you mention are not really mine or the rest of my postal colleagues problem, you employ us all on contracts of various lengths and i and the rest do as we are instructed for that period. Some of us do overtime and some of us dont want any overtime. We all would like a settlement to this dispute and perhaps if the upper management hadnt been on such a vanity project trying to break the CWU we would be in a much better place but we are where we are. Now if we still cant get all the mail out everyday and still fall short of the USO perhaps you and your "Team" could take a look at the revisions and perhaps think again about why exactly you are failing because it sure aint our fault.

This sums it up perfectly

[Mr Rush]

We must focus on restoring the high standards of service our customers expect to receive.

We? We? I sure hope that's the Royal We.