RMCtv : Grant McPherson : Responding to customer demand in our Customer Service Points

[wdo1256]

We will therefore be changing opening hours based on the number of customer visits in quarter four of 2021/22. This will also be based on the size of the CSP - the category file has been sent to managers today. This will take effect from 8 August.

Royal Mail has pulled a fast one using figures/data from Jan 22 to Mar 22, surely the figures from oct 21 to Dec 21 should be taken into account.

Lots of CSP points have had their hours reduced due to the data above, which means that full time duties will be lost forever.
Also staff are going to be given two weeks notice of lost of their duty and hours of attendance being changed.

It may not effect you know but is this the future or the way staff are going to be treated ?

Also a CSP is not only for picking up parcels, when deliveries do not go out (lapsed walks) it is the only place that customers can pick up their mail. parcel collections and tacked returns to name a few.

Lets face it Shareholders 1st, Staff 2nd and Customers 3rd.

[Clappedoutpostie]

Aaah, the old 'It's not as bad as it could've been' spiel. We'll be hearing that in a couple of months too I feel. But that's what
negotiations are all about I suppose.....

Yes that old chestnut. You do have to wonder why the union are talking to them about anything like this at the moment, it should just be lumped in with all their other “change” that is in dispute.

[wallan]

Create the demand , CSP,s should not only be for Collecting Items , they should also be Available for Posting Items
We did , we had The Latest Posting Facility In The Area

Do you mean you weighed items and sold the postage?
Otherwise as far as I know they have always been available for posting items.

From my experience at least 50% of the people who pass through the CSP would be very happy if we started selling stamps.

Yes we Sold Stamps ,

I have checked with the them Manager 16 years ago were taking in more than £200,000 a year
We were a MC / DO , with Sunday Collections / Despatches
We were open M-F 0700 - 2100 , Sat 0700 - 1900 , Sun 1100 - 1600

[TOWER1]

I have already advising customers regarding safe place nomination etc and preparing for said policy of reducing pick up hours at the office.
Most have already nominated places for me to leave . With safe place photos and note in door stating "as agreed".
In readiness for the "Golden Quarter"
Surprised the union not very vocal about this.
It will make the round longer, but then, cut offs will increase.

[Surreypostie]

As a postman, at work when my deliveries are made. How do I ever get to the local office to collect any items that have been docketed for me if they are only open when I am at work? No point simply bringing it back tomorrow as I won't be there tomorrow either. Typical money saving exercise, no thoughts for the customer at all.

[greengiant]

I have already advising customers regarding safe place nomination etc and preparing for said policy of reducing pick up hours at the office.
Most have already nominated places for me to leave . With safe place photos and note in door stating "as agreed".
In readiness for the "Golden Quarter"
Surprised the union not very vocal about this.
It will make the round longer, but then, cut offs will increase.

The union are giving the impression they are fighting to save posties terms and conditions. Hence the next ballot.

Yet here they are, agreed to cutting of hours in CSP points, which could well impact a lot of staff who work in the CSP as part of equality act redeployments. "What's that? You aren't well enough to go on delivery? Consider yourself dismissed on capability grounds then."

[Acca Dacca]

As a postman, at work when my deliveries are made. How do I ever get to the local office to collect any items that have been docketed for me if they are only open when I am at work? No point simply bringing it back tomorrow as I won't be there tomorrow either. Typical money saving exercise, no thoughts for the customer at all.

They will be wanting more people to use Local Collect too

I deliver to a post office and am getting more and more parcels to deliver Local Collect to be collected from it

[SpacePhoenix]

As a postman, at work when my deliveries are made. How do I ever get to the local office to collect any items that have been docketed for me if they are only open when I am at work? No point simply bringing it back tomorrow as I won't be there tomorrow either. Typical money saving exercise, no thoughts for the customer at all.

They will be wanting more people to use Local Collect too

I deliver to a post office and am getting more and more parcels to deliver Local Collect to be collected from it

Our local post office wouldn't be handle very many Local Collect items, don't think it'll be too long before some post offices refuse some or all of the Local Collect items

[ted_e_bear]

As a postman, at work when my deliveries are made. How do I ever get to the local office to collect any items that have been docketed for me if they are only open when I am at work? No point simply bringing it back tomorrow as I won't be there tomorrow either. Typical money saving exercise, no thoughts for the customer at all.

They will be wanting more people to use Local Collect too

I deliver to a post office and am getting more and more parcels to deliver Local Collect to be collected from it

I thought the caller's office was actually a "jewel in our crown" advantage over every other parcel firm that use corner shops etc, seems I was mistaken RM don't appear to care about offering the best service anymore.

[SpacePhoenix]

As a postman, at work when my deliveries are made. How do I ever get to the local office to collect any items that have been docketed for me if they are only open when I am at work? No point simply bringing it back tomorrow as I won't be there tomorrow either. Typical money saving exercise, no thoughts for the customer at all.

They will be wanting more people to use Local Collect too

I deliver to a post office and am getting more and more parcels to deliver Local Collect to be collected from it

I thought the caller's office was actually a "jewel in our crown" advantage over every other parcel firm that use corner shops etc, seems I was mistaken RM don't appear to care about offering the best service anymore.

Over time more and more DOs are likely to be located away from the area that they cover, probably on industrial estates where they can't be reached by public transport. There's got to be loads of DOs what can't handle a 17tonner bringing the work from the MC, as time goes on my gut feeling is that RM will want all DOs to be able to handle 17tonners

[fb1969]

We apparently own "trust on the doorstep" by the CEO is doing a brilliant job of pissing that up the wall with the millions of late delivered letters over the last year.

[Martin Walsh]

It was a judgement call for the CWU whether we secured an agreement on the changes to CSP for Monday - Saturday and Sundays.

Be in no doubt Royal Mail we’re going to announce this without agreement.

We took a decision to engage and we have reduced the CSP savings by 19% and close to 3000 hours.

The reality is that footfall has fallen in CSPs. Remember 99% of items in a CSP are now recorded by PDAs. Based on quarter 4 data first time delivery rates are at 95.8.

Simon Thompson would love to cut all CSPs hours as it costs 60 million. This is why they want to pilot in the Doncaster area that every parcel that cannot be delivered on the first day automatically goes out the second day to be delivered and only then the 739.

In terms of these latest proposals

1. Royal Mail wanted to close 168 CSP which had less than 10 items per hour that is once customer every 6 minutes. By negotiating with Royal Mail we save 88 of those offices by changing the formula to 7 mins.

2. There were 64 CSPs who fell 2 categories meaning a significant reduction in hours. A lot of these were work has been lost to Amazon , again we were able to modify the hit on these offices.

So the judgement call was do we engage and reduce the Sunday closures and modify the impact on the CSP units who fell two categories or did we allow Royal Mail to close them in any case ?

[k979aaa]

Do you think Grant McPherson gives a flying f**k these people are the scourge of the nation and the customer gets what Easyjet Ryanair and Lion air service google it look at the record here it is https://en.wikipedia.org/wiki/Lion_Air# ... troversies It is no wonder cheep flights and cheep mail go hand in hand. The very same people like Cozier are at BT and others who fled the ship are doing quite nicely Alan Leighton, Moya Greene , Rico Bach and now we have some punk who f****d up the test and trace app which cost the taxpayer £37 billion pounds sorry for saying this but it is TRUE and they think they are better and more deserving than us all in a cost of living crisis!

[ted_e_bear]

Let's look at it from a different perspective, we have a "manager", a Dom or is it now Com support Phg type person, so what's the issue with keeping the CSP open for whatever time the DO is open, there's always someone in the building and it can't be that difficult for them to pause whatever YouTube video or mobile game they're playing to break off and go hand a parcel over.

The point I'm making is why do we actually need to limit the opening hours when there's always someone available to attend to a visitor, it's not like a shop where there has to be a person sat there all day.

[Woody Guthrie]

So the judgement call was do we engage and reduce the Sunday closures and modify the impact on the CSP units who fell two categories or did we allow Royal Mail to close them in any case ?

Well it's a bit more complicated than that Martin.
By agreeing these closures the union has actually cut the feet from the offices most affected leaving them with little chance of putting up a fight at local level.

Perhaps that was the plan?

After all we don't want any local issues getting in the way of the bigger picture do we?

The bottom line is while Royal Mail are attacking members from all directions and the union is thumping the tub this joint agreement/mitigation /capitulation call it what you want looks a little out of kilter with the surrounding landscape.

It just doesn't sit well with the members Martin, it really doesn't, it's yet another mess that local reps will have to explain and clean up.