LTB 438/21 - Royal Mail & CWU National Joint Statement Displaying Preferred Names Via the Royal Mail App

[POSTMAN]

https://www.cwu.org/ltb/ltb-438-21-roya ... -mail-app/

LTB 438/21 – Royal Mail & CWU National Joint Statement Displaying Preferred Names Via the Royal Mail App
No 438/21

12th October 2021

Dear Colleagues,

Royal Mail & CWU National Joint Statement Displaying Preferred Names Via the Royal Mail App

As Branches and Representatives will be aware, as the market leader in the UK, Royal Mail intends to lead the market in consumer (i.e. receiving) customer experience. Improvements in technology among Royal Mail’s competitors in the postal sector is leading to increasing customer expectations over the information provided regarding their inbound mail. There is also an increasing trend amongst consumers in mobile consumption of Royal Mail’s information, access to services and demand for speed and greater personalisation.

‘Postie in Your Pocket’ (PIYP)

This initiative seeks to improve ‘user experience’ aiming to put trust at the doorstep at the heart of consumers’ interaction with Royal Mail.

The new Royal Mail App will make the top customer needs ‘user-friendly’ with the key initial changes being:

A redesigned homepage to offer a personalised and more intuitive experience
Display the name of the customer, their local CSP and today’s Delivery OPG, as many of our competitors do today
Inform a customer of Tracked items today, their Estimated Delivery Window and who will be delivering them
A more secure registration journey which validates the user

Sensitivity Regarding Displaying The Name Of Who Is Delivering A Tracked Item

Royal Mail and the CWU are acutely aware that not every Delivery OPG and Delivery Colleagues may want their name or want the first name they use to register for a PDA log-in. to be displayed.

Therefore, within the Settings screen of the PDA there is the ability to change the name to be displayed as a preferred name and also the ability to opt-out altogether. In the event that the Delivery colleague opts out the words ‘Your Postie’ will appear in the new Royal Mail App used by consumers. It is jointly recognised that the final decision of choice in this regard will be determined by the individual Delivery OPG, recognising also that individual’s circumstances and experiences may change over time. Therefore, this decision will be maintained for any individuals who may wish to change what name or registered user name is chosen and displayed on the App. This will also be extended for any other similar products and services in the future.

Use of data

No new data will be collected beyond a preferred name.
Preferred names and opt-out choices will not be used for any other purposes in line with our agreements.
The new Royal Mail App will not display progress of an item or of a Delivery Officer (e.g. as competitors show; “you are delivery #29 and we are currently on #26”). To confirm there will be no route “real time” visibility for customers of items or OPG’s whilst they are performing their delivery routes.
Royal Mail and the CWU re-confirm fully to those joint commitments to the use of data, individual’s rights, privacy for individuals and the use of technology which are set out in section (17. Data Usage) of the Guiding Principles National Agreement and section (2.5 Technology) within the Key Principles-Pathway to Change National Agreement.

Review/ Summary

Royal Mail and the CWU both understand the importance of being able to offer consumers a first-class digital experience to enhance the trust that already exists on the doorstep. Both parties will continue to review any operational impacts or individual’s experiences through the launch of the App at a National Level with all information and any data being shared with the CWU in order to fully undertake the review. The new Royal Mail App will be available for download from 22nd October 2021.

In addition, Royal Mail will continue to work jointly with the Union going forward with any further enhancements, developments or changes to the App going forward, subject to National Discussions and joint rollout.

Further, any issues or difficulties experienced from this service within the locality, will be raised to the signatures of this Joint Statement Nationally for resolution and subject to the IR Framework.

Any queries to the content of the above please contact the Outdoor Department reference 230.03, email address: njones@cwu.org

Yours sincerely,

Mark Baulch

CWU Assistant Secretary



]

[clashcityrocker]

Can we all be called Liam if we want to?

[twoloops]

Hopefully when you opt out its for good & not every time you login, I don’t admit to being a postman to strangers, I’m embarrassed

[ssdd]

I've got dibs on Knox Overstreet as my preferred name.
You can have Knox Gently if you like...

[POSTMAN]

I think we should use Bob for the guys and Sue for the girls, in honor of RMC.

[tomtallis]

[oypostie]

So they know who's going to deliver the lapsed duties, what duties are out on overtime etc, etc......
another disaster on the way When will they actually check what they are proposing with people who are actually doing the job

[ssdd]

You can opt out, so it just shows "Your Postie will deliver......".

[CharlesG]

Does anyone have specifics of how this will work in practise..
How will customer know if its van driver OR postie delivering their tracked parcel? Would van driver / postie have to scan their own tracked parcels?

I know some DO’s are doing this already but cant find much info on this.

Also giving the customers a 30minute window is going to be impossible some days.

[POSTMAN]

Senior Operations Solutions Manager

PDA display names

The current PDA upgrade will help to ensure that a single, first name only is displayed with a capital first letter. Spaces and most special characters will no longer be able to be used.

If you don't want to display a single, first name them please simply opt out using the current tick box or new toggle on the settings page. This will default your display name to 'Your Postie'.

All Royal Mail colleagues are super and are heroes but none are comic book superheroes ... or computer game or cartoon characters ... or football scorelines.

These will be opt-ed out centrally.

Thank you for your understanding!

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