Courier October 2012 - myroyalmail

2 October 2012 courier@abcomm.co.ukMoyaMy ViewGreeneThe best way tomake sure RoyalMail is successful– and provide asmany jobs aspossible – is todeliver reallywellMOYA ON DELIVERING…FOR OUR PEOPLEI want Royal Mail to be recognisedamong The Times Best Companiesto work for. Our employee opinionsurvey this year showed we aremaking progress in many areas. Westill have a lot to do. Work is underway locally to address some of theissues you raised. We are alsofocusing on improving how werecognise and reward people,developing better workingrelationships and keeping you betterinformed. More on page 10.FOR our CUSTOMERSDelivering Christmas and beyondChristmas is always a vital time ofyear for us. As you know, we are seeinga significant shift to online retailing.This is good for our business as we haveseen a rise in parcels traffic. So, how weperform this Christmas is more importantthan ever. Get it right and customers willcontinue to use us. Get it wrong, and thereare plenty of rivals snapping at our heels towin the business.The best way to make sure Royal Mailis successful – and provide as many jobsas possible – is to deliver really well. Weplan throughout the year to ensure we’rein shape to take the extra load at Christmas.We are recruiting many more peopleto ensure we handle our full festive mailbag.Every day counts up to the big day.Cracking Christmas – pages 8 and 9. I knowI can count on all of you to deliver Christmasacross the UK.Putting customers firstDelivering to neighbours will really help usdeliver more parcels first time. I know thisway of working is a major change. It will takea little time to settle down. I also know fromthe feedback I get that some of you are worriedyou won’t have time to do this, and youwant to return items to the office.Before you do that, please rememberthat if we are to be the best delivery companyin the UK, we need to deliver parcelsfirst time, every time.We trialled this new way of operating,and more than 90% of people were satisfiedwith our approach. Put yourselves intheir shoes. They don’t want the inconvenienceof going to their local delivery office.More regulatory reformWe have achieved greater regulatory freedomon many fronts. But we need more,and urgently. Phase two of what we are askingfor includes a better deal on access mail,which now accounts for nearly half the UK’saddressed mail. I know many of you are concernedabout this issue. You write to me, andraise it during site visits.Maintaining a high-quality network thatcan reach every UK address six days aweek comes at a cost. It has to be paid for.We are working with customers to makesure we can get a commercial return thatbetter covers the cost involved in deliveringthis mail, see cover story.As you know, TNT is now delivering inparts of London. We believe there is nosafe level of direct delivery competition. Ifcompanies can bypass us completely and‘cherry pick’ profitable urban parts, howare we to cover the cost of being able toreach other, more remote places?I am all for fair competition, but the UKalready has one of the most liberal accessregimes anywhere. If the Universal Service,on which the UK depends, is to beprotected, more reform is urgently needed.I will keep you updated.get in touch with moyaThere have been more than 4,500 enquiries toMoya’s Just Say It feedback channel since itstarted a year ago this month. You have askedabout our plans for the future, transformationand the changes that affect you, as well as yourideas to improve the way we do things and bringin revenue. Moya says: ‘Your personalmessages have given me a great insight into thepeople who work for this company and whatconcerns you each and every day.’To get in touch, email Justsayit@royalmail.comor write to Just Say It, Freepost.We know from customers there areareas where we sometimes let themdown. One of the biggest causes ofcomplaints continues to be our P739‘Something for you’ cards. We’vemade some progress but we are notreducing complaints in this area fastenough. It is crucial we get this right ifwe are to capitalise on parcelsgrowth. Chester is among manyoffices raising its game, see page 6.I read your feedback to the P739wrap around Courier, highlightingthis issue. There were really goodsuggestions that I have asked ourcustomer experience team to followup on. We will keep you updated.IN THE COMMUNITYYou support more charities throughour Payroll Giving scheme than anyother company. Thanks to yourgenerosity we hold a Guinness WorldRecord. It’s such a simple scheme andis tax efficient, so yourmoney goes further. Asan extra incentive, forevery new personsigning up to supportour charity of the year,Prostate Cancer UK,we’ll match yourdonation up to£100,000 every year until June 2014and give an extra £10, see page 19.MEET THE TEAMgot aEditor-in-chief: Mark GloverEmail: mark.glover@royalmail.comAB editor: Lisa MobleyEmail: courier@abcomm.co.ukstory?contactusDeputy editor: Jo GurmanContact theCourier teamat ABPublishing on020 79225670Address: Courier24-26 GreatSuffolk Street,LondonSE1 0UEwin!Win an ipad and ipod!– see page 20AdvertisingIf you are a business looking toadvertise in Courier, please call020 7441 4769 to discusssuitability, availability and rates.DistributionTo notify HR of a change ofaddress, employees should emailHRSC.Personal.Data@royalmail.com or write to The HR ServiceCentre, Pond Street, SheffieldS98 6HR.Pensioners should write toPensions Services Centre, POBox 500, Chesterfield S49 1WX.

For daily news, visit myroyalmail.com Watch weeklyFollow us on @RM_COURIERtOctober 2012 3guest EDITOR’S CoLUMNJustin Hardstaff, flats lead engineer atHeathrow Worldwide Distribution CentreTraining... Sue explains how WCM is developing peopleVisual... Tim presents the environment workAt the heart... Keith says working conditions are betterSafety first... Andy explains the Medway safety workNOW I’VE seen how seriouslyeveryone takes producingCourier, I am impressed.I’d never given any thoughtto how it was made before.People think it all comes frommanagers, but it’s actuallya good thing that it’s doneexternally.I was especially interestedin the letters page. Mostof the people writing in areOPG grade – postmen andwomen – and it’s sometimesdisappointing when repliespass the buck back to theletter writer. It would be somuch better for morale ifthe reply then led to peopleworking together towards apossible solution.I really liked the new WorldClass Mail ‘Jargon Buster’as a lot of people still don’tunderstand what WCM is allabout. (See WCM supplementin employee copies.)I was also involved in theMovember story (see the fourpagepull-out inside), whichwas really important to me.Of course, we have ourin-house charity too. There’sa great story about the dadwho asked the Rowland HillFund for money to help buy hisdisabled son a computer. A realfeel-good story. (See page 19.)I also gave the team someideas about layout andpictures, which they havelistened to.All in all, it was reallyinteresting to be part of theprocess.Fancy filling the guest editor’s chair?Email courier@abcomm.co.uk or call020 7922 5670Medway makes its markIn just 38 weeks from beginning buildingwork, Medway mail centre officiallyopened last month and is now processingaround 15 million items a week.Staff at the new site in Rochester, Kent,reduce risks before they turn into accidents.’Environment pillar member Tim Hydesays: ‘We use very visual reminders forpeople to understand how we can reducewaste and get people to do their bit for thewelcomed chief exec Moya Greene,environment.’Operations and Modernisation managingdirector Mark Higson and local MP MarkReckless for a tour of the facility.‘This site is showing leadership in thetransformation process,’ said Moya.Keith Tomlinson, plant manager, says:‘Medway mail centre is now at the heart ofmail processing in Kent, giving us anoperational network fit for the future, withbetter working conditions for our people todeliver a high level of service to customers.World Class Mail (WCM) is central to howOpening... MP Mark and Moya reveal the plaquethe mail centre operates.’Andy Gill is the WCM Safety deputy pillarlead and CWU safety rep. He says: ‘Weshowed Moya the work that has been goingon to predict the three highest risks, andeducate new staff and train people how toPeople Development pillar lead SueWillmott says: ‘We use the WCM principlesto train people to find solutions to problemsand improve their working environment.’Of course, it’s been difficult to close ourmail centres in Canterbury, Dartford,Maidstone and Tonbridge, with the workmoving to Medway. But, with the numberof items we have to deliver dropping, wehave to process mail more efficiently,and that means closing mail centres wherenecessary.In fine voice... our choirStill singingOur choir that starred in BBCshow Sing While You Work is tocontinue.‘We have been through an incrediblerollercoaster ride for threemonths,’ says logistics director TimBarber.‘From a difficult start as a group ofcolleagues from around our Bristolsites who weren’t even sure how tosing the various partsof a choir, we havebecome a polishedunit. The key ingredientfor us was that wehad specific goals,which we pursuedtogether; we wantedto win the contest,but also to know thatwe had given everythingwe had andperformed to the bestof our abilities.‘I am so proud tohave been a part ofthis team of extraordinarypeople from anextraordinary organisation.We have shown what a groupof people with a strong common goalcan produce. For me, I’ve made a lotof friends for life and have a challengefor the future.’The choir has a new goal – to raisemore than £25,000 for our charity ofthe year Prostate Cancer UK, whichRoyal Mail will match, in the next 12months.Share yourgolden momentsWe’re looking to wrap up all your London2012 memories.What made you most proud about ourinvolvement in London 2012? Do you have afavourite gold medal stamp, and why? Haveyou been snapped at one of the gold postboxes?Did you play a part yourself?We’d love to hear from you (no more than 75words).Email courier@abcomm.co.uk or write toCourier 2012 memories, 24-26 Great SuffolkStreet, London SE1 0UE.

Royal Mail Group proudly supports Movember6 October 2012 email courier@abcomm.co.ukCause forcomplaintMo-re info and upload your pics at www.myroyalmail.comWith Christmas almost upon us (yes, it’s that time again already folks), it’s more importantthan ever that we’re delivering great customer serviceBlitzing... Paul in the new officeDid you know thatevery customer complaintwe receivecosts us the equivalentof processingand delivering 64First Class itemsfree?Not to mention theimpact on our brandand reputation.Andy Hughes, Opscustomer experiencemanager, says: ‘There’sa lot of great work acrossthe country to preventcomplaints from happening.But coming intoour very busy Christmasperiod, we cannotafford to take oureye off the ball, especiallywith the increasein packets todeliver.’The top three operationalcomplaints (redirections,improper useof P739 ‘Something foryou’ cards and misdeliveries)make up 66%of all complaints we receive.While redirectioncomplaints are downon last year, we need tofocus on reducing bothP739 and misdeliverycomplaints.Andy adds: ‘Getting itright first time can makea massive difference tothe customer experienceand avoid any dissatisfactionby deliveringour service promises.’Professional... Sharon likes the changesComplaints areblitzed at ChesterLabels offer sticky solutionby Ben hallas part of our continued drive to reduceredelivery complaints and improvecustomers’ experience, we’veintroduced a new redelivery label.It’s Royal Mail branded and clearlyidentifiable for colleagues and customers. Itwill be used nationally, replacing various locallabels and the orange roundel currently used.A trial of the new label received positivefeedback from colleagues and led to a reductionin customer complaints.Liverpool North delivery office postmanNeil Hewitt says: ‘Since using them I haveLabel conscious... Neil uses the new labelhad next to no complaints or problems.‘Now it’s only a matter of me writingthe date on and placing the sticker. Everyonecan clearly see these labels and theyallow me to do my job effectively, easily andquickly.’Last year we dealt with 2.8 million redeliveryrequests, with 11% of all complaintsrelating to redelivery.‘The label, which must be used togetherwith the correct redelivery processes, is asimple visual solution to a major problemthat has caused a high level of customer dissatisfactionand complaints,’ says new productresolution manager Andy Chatburn.Chester delivery office used to geta high number of customer complaintsabout items not being availablefor collection or redelivery.Most were based on the organisation ofthe enquiry office.Complaints have been reduced by sortingitems alphabetically by street, with thehouse number/name highlighted in brightcolours, and Special Delivery/Trackedand standard letters all filed separately.Postwoman Sharon Jones says: ‘Itcompetitor watch• CFH Docmail‘s Local Post has nowcollected, sorted and delivered100,000 letters since October 2011,using five electric bicycles to delivermail for businesses needing deliveryto 14 postcode areas in Bristol and12 in Bath. They plan to introducethe service to other towns and citiesin south-west England and southWales, with Swindon and Cardiffnext. The company ultimately aimsto roll the service out throughoutthe UK.means we serve customers more professionallyand quickly.’Postman Paul Willis says: ‘The improvementswere a team effort, also includingcolleagues Alison Broomhall,Linda O’Donnell, Philip Cook and LisaDavidson.‘Customers’ perception of us has improved;it’s difficult to actually quantify,but there is less tension in the office andfewer queues, which ultimately improvestheir experience.’• CitySprint, one of the UK’s largestprivately owned same day couriercompanies, saw a 15% drop involumes during the OlympicGames, but had a good earlysummer, with the wettest Juneon record persuading consumersto stay indoors and shop online.The company’s website shows thatduring the summer, Fridays werethe most popular day of the weekfor shoppers to opt for same-daydelivery.

For daily news, visit myroyalmail.com Watch weeklyFollow us on @RM_COURIERtOctober 2012 7New to the newsLights, camera, action...Felicity films her firstprogramme in BristolYou’ll spot a new face joining theRMTV presenters in the comingweeks…Felicity Shaw worksin the enquiry officein Plymouth.Tell us about your time at Royal Mail.Well, I have worked in processing andrevenue protection and now I am in theenquiry office in Plymouth.Best bit?Doing the media training for RMTV! Ifeel really privileged doing this.What do you think is good aboutRoyal Mail?It’s exciting working for Royal Mail becauseit is moving forward. The highsare getting items to the customer. Wego out of our way for them becausethey have spent their hard-earnedwages on things, and we want to deliverthem.How would you describe yourself?I try to make the most of everything.I have three children, and I work sixdays a week while my mother looks afterthem. I enjoy the job and get a lotof satisfaction from it. I just want to bethe best I can and set a good example.What did you think when you wereasked to appear on RMTV?I was so excited. It’s been everythingand more than I expected it to be. Ithink the current RMTV presenters doa great job.Great job... Felicity joinsour other two presenters,Laura Craig and Mick CumbersThat’s handy... many hands madelight work of this team-building taskApprenticesgo for goldIT’S TOUGH being an engineeringapprenticethese days – but thereare so many rewards, includingthe prestigiousGold Duke of Edinburgh’sAward (DofE).To achieve the top honour,they will have to undertakea programme ofphysical exercise, learn anew skill, and take part inexpedition and residentialactivities.Sixteen recruits beganthe programme last month,helping us develop futureleaders by building theirconfidence and skills.Josh Lane and MarkSimpson told Courier aboutthe experience so far.Josh says: ‘We’re reallyenjoying the DofE part of ourtraining and there are lots ofchallenges ahead, learningnew skills and volunteering.’Mark says: ‘You shouldn’tunderestimate the hardwork involved in the GoldDofE award. I’m especiallylooking forward to more ofthe team-building activities.’Christine Tyler, talent andsuccession manager, says:‘Our apprentices are alsogetting involved in planningfundraising ideas for ourcharity of the year, ProstateCancer UK.’

8 October 2012 October 2012 9WE WILL again be operating dedicatedpacket hubs, to process the hugeamount of parcels we expect to handlethis Christmas.The first ones will begin operating from5 November.There will be eight hubs at Bathgate,Bolton, Glasgow, Greenford, Peterborough,Swansea, Swindon and Tamworth.Separating a big proportion of packetsprocessing from the everyday networkis the best way to handle the increasedIt’s only October, we hear you cry! But we’re already cranking up our Christmas plans to make sureeverything is hunky dory when the festive frenzy gets going. Here’s how we’re...crackingThat’s dedicationBathgateGlasgowBoltonvolume that Christmas brings. We areexpecting to see another rise this year inhow many packets we handle. More andmore people now shop online, especiallyat Christmas.Nearly 50% of our annual revenue lastyear came from this growth area.Of course, more packets can causeproblems if customers are not in toreceive their item. We can now deliver toneighbours any items that are too big fora letterbox or need a signature. More infoon pages 4&5.It is essential that we fill out our ‘Somethingfor you’ (P739) cards correctly andprocess any items that go back to deliveryoffices correctly. Turn to page 6 for more onthis.We’ll also be doing early and eveningdeliveries, and delivering at weekends,once the Christmas rush is in full swing,keeping enquiry offices open longer forcustomers to collect items, and usingextra vehicles.15 December wasour peak day lastyear, when wehandled 149 millionitems – our averagedaily mailbag is58 millionchristmasJustthejobCustomers receiving PensionCredit, Employment and SupportAllowance or Incapacity Benefit canbuy First and Second Class stampsthis year at 2011 prices between6 November and Christmas Eve.We recognise that Christmas is thebusiest time of year for social mail andthe lower price will be a big help formany customers.We’ve done a door drop to everyhousehold. But here’s the know-how ifyou get asked any questions:• The lower price stamps are for peopleon Pension Credit, Incapacity Benefit,Unemployability Supplement or Employmentand Support Allowance only• They will cost 46p for First Class and’Tis the season to be recruitingextra staff.We’re taking on up to 20,000 seasonalworkers this year to work in our packethubs and the normal operation, providingjobs for people at this time of year.Recruitment was opened up tofriends and family of employees firstback in September. The temporaryworkforce will be in place from mid-November, providing valuable jobswhile the economic climate is tough.The price is right36p for Second Class• Eligible customers can buy a maximumof 36 stamps – these can be all 1st class,all 2nd class or a mixture of the two• The stamps can be bought at all PostOffice branches across the UK• Customers must present proof thatthey get the specified benefits. Thisshould be a letter from the Departmentfor Work and Pensions (DWP), or SocialSecurity Agency in Northern Ireland,such as the annual uprating letter orthe award notice letter. Alternativelycustomers could present a Post OfficeCard account statement. The letteror statement must state the relevantbenefits and be dated within the past12 months.The last postYour handy guide to recommended lastposting dates for Christmas 2012UKFirst Class Thursday 20 DecemberSecond Class Tuesday 18 DecemberSpecial Delivery Saturday 22 DecemberInternationalAirmail:Asia, Far East, Australia, New ZealandWednesday 5 DecemberSouth & Central America, Caribbean, Africa, Middle EastFriday 7 DecemberEastern Europe, USA, Canada Monday 10 DecemberWestern Europe Wednesday 12 DecemberSurface mail:Most international surface mail should have been postedby now, but there’s still time for customers to send itemsto Europe:Eastern Europe, Greece, Cyprus, Turkey, Malta and IcelandTuesday 6 NovemberBack for more... Bob in the 2011 hubWestern Europe Wednesday 12 DecemberTamworthPeterboroughSwanseaSwindonGreenfordThe Good Hub GuideOur packet hub in Peterborough processedFIVE MILLION items last Christ-preparations are going really well. We’ll have‘We started recruitment in September, andmas, making it one of our busiest.around 500 seasonal workers this year, upBob Coleman managed the operation and from 440 in 2011.is back for more.‘It’s the flow of the mail around the hub‘On one day alone last year we had 1,200 that makes it such a success as it minimisesYorks in the building,’ he says.the time it takes for a packet to go through‘It’s going to be even busier this year. the process.’46p36p

For daily news, visit myroyalmail.com Watch weeklyFollow us on @RM_COURIERtOctober 2012 15It’s a long storyLonger... Paul and one of the new trailersby Hilary RobertsonWhat’s 15.65 metres long, carries110 Yorks and will help us cut our carbonemissions?Our new, longer double-deck trailers, ofcourse. We are trialling 45 of them in partnershipwith the Department for Transport (DfT).Each trailer helps us carry more items withthe same amount of fuel and over the samenumber of miles.Richard Wiggins is head of technical servicesfor our fleet. He says: ‘Our double-deck trailerfleet has reached more than 500. Each newtrailer carries 110 Yorks, whereas the smallerones carry 75. This cuts our CO 2emissions, buthas given us challenges, especially in terms ofnew skills required, and also maintenancewhere in some cases they don’t fit in our sites,so we will use external partners to support us.’Network transport systems and compliancemanager Paul Grey is working with theDfT. ‘We were given permission to run 45trailers that were 2.05 metres longer than theexisting ones. It made sense to make themdouble-deckers at the same time,’ he says.Every mile‘We carried out yard risk and route riskassessments at identified sites, before beginninga train the trainer programme that willhelp our drivers towards their certificate ofprofessional competence. Now we’regetting these extra-long trailers into operation,we have to report every mile of everyrun, including what they’re carrying and anyincidents or near-misses. The DfT is veryinterested in how this trial progresses andwhat that means for carbon emissions, lorrymiles and accident rates.’Paul Hampson, head of networkdistribution planning, says: ‘The trailers arepart of the Network 2012 annual efficiencyreview alongside a further 80 double-deckersthat each carry 98 Yorks.’For technician Paul Dursley at Bristol mailcentre, the new trailers bring both challengesand opportunities.‘If they are used to their full capacity, theywill bring benefits to the business,’ he says.‘The command steer rear axle helps them hugthe road better round corners and whenreversing. The only issue we have is that wehave to maintain them outside in the elements!’Carbon cut– it’s officialWe have been awarded the Carbon TrustStandard for reducing our carbon footprint.This accreditation is widely considered as theworld’s leading certifier of carbon footprint reductionfor businesses. We are one of the firstcompanies to go through a secondcertification process. We gotour first certificate in 2008,and can continue to usethe prestigious logo topublicly recognise ourcommitment to theenvironment.Mark Cavill, nationalcarbon and environmentAchievement...Mark Cavillmanager, says: ‘Theachievement recognises thehard work of everyone involved, includingFacilities Management, Logistics, GroupProperty and Operations as a whole, who havedelivered the savings through many projects.’We’ve measured our carbon footprint overthe last five years and had it independently auditedby the Carbon Trust, achieving a 4.7% reductionin emissions since 2010.We did this by making energy efficiency improvementsin buildings, increasing our fleet andfuel efficiency, and through World Class Mailtechniques in our facilities.Join CSMA Club and…Wina Vauxhall Corsaworth over £14,000!CSMA Club eligibility extends to Royal Mail Group employeespast and present.Join today for just £17 a year!CSMA Club gives you access to over 50 benefits and savings, including……and so much more!Join before 30 November 2012 and not only will you get access to exclusive Clubbenefits and savings, you’ll be entered in to a prize draw to win a new Vauxhall Corsa SXi!Call 0800 247 1225 or visit csmaclub.co.uk/royalmailgroupImage is for illustrative purposes only. CSMA Club is a trading name of Motoring & Leisure Services Ltd. Our registered office is at Britannia House, 21 Station Street, Brighton, East Sussex, BN1 4DE. Motoring & Leisure Services Ltd is regulated by the Financial Services Authority, registerednumber 308988. For various legal regulatory and service requirements, your calls may be monitored or recorded. R41-1N-Sep12-RoyalmailgroupRoyalMail Win Corsa HP Ad AW.indd 1 24/09/2012 14:56

Royal Mail Group proudly supports Movember16 October 2012 email courier@abcomm.co.ukContainyourselfA switch from rigidstackable containers(RSCs) to Yorks acrossour entire operation is infull swing.This is a more efficientway of working as the RSCspreviously had to be takenoff the vehicles when theyarrived at mail centres fromregional distribution centres,and the products emptiedout and loaded into Yorks.This is one of severalchanges from mid-Octoberincorporated into the 2012national workplan review.Another major change isan operational four-dayposting to delivery target forEconomy (previously Mailsort3) mail.Customer sorted mail –Mailsort – has become Business,Advertising, Publishingor Economy mail, dependingon customers’ specific needs.Look out for the revisedNational Workplan postersand ask your manager formore info.Easy to use... Regu is happywith the new mandatorypaperwork for collectionsRathbonePlace driver ReguRajoo says: ‘The newprocess is easy to useand only takes two extraseconds. It’s giving thebusiness much moreinformation about thetype of mail I’mcollecting.’Mo-re info and upload your pics at www.myroyalmail.comPapertrailLosing out on money fromPostage Paid Impression (PPI)mail could be a thing of thepast. It is now mandatory forcustomers to supply us withacceptable documentationwhen posting PPI mail or itwon’t be accepted.Steve Peirson, collectionsintegration manager, says: ‘We had1,500 volunteer unit championsdelivering the training in theircollection hubs. We’ve retrained26,000 frontline people, includingcollection drivers, managers andenquiry office teams, on whatpaperwork is needed for eachpayment method. There’s also atraining video, interactive guides,pocket guides for PPI documentationand a PDA handbook for everydriver.‘Our Information Systems teamworked with external suppliers toupdate PDAs with new softwarethat takes our drivers through theprocess for scanning the barcodeon the firm’s correct paperwork.This will help our drivers to easilycheck the paperwork and makesure we get fairly paid for the workwe do. We’ve also trained ourregional distribution centres,Logistics network and Post OfficeLimited outlets.’For a project with such a widereach across our business units, itwas delivered on time in less than ayear, and to budget.Steve adds: ‘It was a fantasticachievement for everyone involvedto deliver this training to a veryhigh standard.‘In the run-up to launch, our drivers,Revenue Protection and CustomerExperience teams worked togetherto help customers understand andpresent the right paperwork.’www.partnersprogramme.co.ukROYAL MAIL EMPLOYEE BENEFITCorsa Limited Edition 1.2i 16v VVT 3dr£175per month60 month term ◊Customer Deposit£2233^FinanceCOMPANY LOGIN: RMGROUPOFFER SHOWNINCLUDES:VAUXHALL DEPOSITCONTRIBUTION£750+ASSOCIATEPARTNERSDISCOUNT£1167Offers end 17 December 2012 so to find out more about our great Partners Programme offers, simply visit partnersprogramme.co.uk and use the company login: RMGROUP.Call the Partners helpline on 0844 875 2448 or visit your nearest Vauxhall retailerwww.partnersprogramme.co.ukWARRANTY 100,000 MILEModel shown: Corsa Limited Edition 3dr. Finance subject to status. Terms and conditions apply. Applicants must be 18 or over. Guarantee/Indemnity may be required. Flexible Finance supplied by either Vauxhall Motor Finance RH1 1SR or Vauxhall Finance, PO Box 6666, Cardiff, CF15 7YT.Offer applies to private individuals, Vauxhall Partners and small businesses 1-24 (purchase only excluding B2B). All other customers are excluded. Offer available on orders or registrations before 17th December 2012. ◊Term can be from 24-60 months. ˆCustomer deposit shown afterVauxhall contribution. Terms and conditions apply. Vauxhall Partners includes all employees and pensioners of nominated companies and their nominated eligible Vauxhall relatives. Vauxhall Partners process/savings include Vauxhall Partners discount savings and additional customersavings (incl. VAT) where applicable, number plates, delivery, Vehicle Excise Duty and a first registration fee. Excludes fuel and insurance. We reserve the right to change or withdraw any aspect of the Vauxhall Partners Programme without prior notice. Prices correct as of 02/10/2012.Official Government Test Environmental Data. Fuel consumption figures mpg (litres/100km) and CO 2 emissions (g/km). Corsa Limited Edition 1.2i 16v VVT 3dr: Urban: 39.2 (7.2), Extra-urban: 62.8 (4.5),Combined: 51.4 (5.5). CO 2 emissions: 129g/km.

For daily news, visit myroyalmail.com Watch weeklyFollow us on @RM_COURIERtOctober 2012 17Protectingour revenueProtectingour revenueLoss leaders... CFC team members Mick Walton, Zar Bhatti,Mick Canavan, Neil Burns, Simon Parsons, Lesley Pashley-Baker and Christian WittwerThe eagle eyes of the CFC (Culler Facer Canceller)team at Doncaster mail centre have saved us from aloss of more than £1,500.Lesley Pashley-Baker, work area manager, says: ‘Wereceived 1,996 letters that were addressed to the USA buthad no postage paid. The items were found in collectionsand would have lost the business £1,576.84 at 79p each.It’s thanks to the CFC team that this was discovered andthe loss in income saved.’Christian Wittwer, CFC operator, was one of the teamwho found the mail. He says: ‘You get to know whatdoesn’t look right and it was easy to spot these. Therewas no docket, which there should have been if it wasprepaid, and although that sometimes gets separated, Icould see straight away that it looked suspicious.’THat was the month that was on myroyalmail.comWhat you may have missed on your employee website...How we glitter with TwitterRoyal Mail now has 24,600 followers onTwitter – up 960 in a month. Our customerslove the fact that they can tweet usabout letters and parcels delivery, and weget lots of compliments.Talk about Olympic royaltyLord Coe was pictured withone of our special London2012 stamps and a goldpostbox, alongside DavidGold, our appropriatelynamed head of Public Affairs.His team has been atall the major party conferencespromoting our work.Pensions win prizesOur pension scheme scooped twotop accolades at the ProfessionalPensions Awards.The Royal Mail Pension Plan wascrowned winner of ‘Best Administration’and joint winner of ‘Pension Scheme Trusteeof the Year’.The awards were collected by Gerry Degaute,chief executive of Royal Mail PensionsTrustees Limited, and Duncan Codling,head of pensions and severance.Gerry (pictured left) says: ‘The standardof all the nominees was very high andwe’re extremely proud to gain recognitionfor the Trustee Board, as well as the administrationteam in Chesterfield for all theirRecognition... our scheme was a winnerhard work on behalf of our members.’Scanwith yoursmartphoneto read thefull story onmyroyalmail.comTime to celebrate achievementsWe have launched an interactivetimeline to trace ourhistory through the centuries.We’re a world leader in postalinnovation and that’s whatour timeline ‘Royal Mail Heritage’celebrates. It has soundtoo, so make sure you haveyour volume turned up!Got a smartphone?Scan the codes to catch up on what you’ve missedPurchasing power... (from left) Peter Hodgkinsonfrom award sponsor BravoSolutions, Andrew Smith andMitul Shah from our procurement team and host Miles JuppA good buyA prestigious procurement prizewas winging its way to the teamwho helped set up our new parcelsdeal in China (see last Courier).The procurement team won the snappilytitled Chartered Institute of Purchasingand Supply International PurchasingProject of the Year award (phew!).They worked closely with our Internationalteam on the project.

Royal Mail Group proudly supports Movember18 October 2012 email courier@abcomm.co.ukMo-re info and upload your pics at www.myroyalmail.comContactsHow to get in touchBullying & HarassmentHelpline0800 587 4777Speak Up(whistleblowing)Report a breach of ourlicence or legal obligationsto a confidential externalhotline.Call 0800 097 1131 or visitwww.intouchfeedback.com/royalmailDisability Helpline0800 028 6142 or emaildisability.helpline@royalmail.comPensions HelplinePostline 5456 4545or 0114 241 4545(employees)0845 603 0043 (pensioners)Human ResourcesRoyal Mail business units:Postline 5456 7100 or 0845606 0603/0114 241 8890HELPEmployee assistanceservice for free advice.Call 0800 688 8777Security HelpdeskTel 020 7239 6655 or emailsecurityhelpdesk@royalmail.comRoyal Mail UniformsHelpline0800 731 5137email royalmail@dimensionscorporatewear.co.ukQuestions/ideas toMoya GreeneEmail Justsayit@royalmail.comOr write toFreepost Just Say Itwatch&winPO Box 613, BarnsleyS73 3BBFreephone 08000 32 1144email watch&win@royalmail.comCharity fundingsupportEmail royalmail@charitiestrust.orgTel 0151 284 1221Property & FacilitiesHelpdesk(reporting building faults)0844 800 9191SpringboardDevelopment programme forwomen in non-managementgrades. For more information,call Rose Jolliffeon 01788 514666 (Postline5430 4666) or email rose.jolliffe@royalmail.comRevved up... speedking Brian in actioncourt inthe actJohn Paul HODSON, a postman fromPrestwich delivery office, stole cash, giftcards and DVDs and delayed 4,376 postalpackets and 69,395 Door to Door postalitems. Hodson pleaded guilty to two chargesof theft and one of intentional delay at BoltonCrown Court on 22 August 2012. He receiveda sentence of nine months’ imprisonment oneach charge to run concurrently.Allan David GUYETT, a postmandriver from Crewkerne delivery office whoMateer’s a Manx marvelTHIS biker has been areal rev-elation this year.Newtownabbey motor mechanicBrian Mateer enjoyedhis most successfulManx Grand Prixever, after 20years racingbikes.‘I developeda love of bikeracing from ayoung age,’ hestole postal packets containing cash andhome shopping products, appeared atSouth Somerset Magistrates’ Court on 10August 2012. He pleaded guilty to twocharges of theft and was sentenced to 16weeks’ imprisonment suspended for twoyears, together with a community order of240 hours’ unpaid work. Royal Mail received£300 costs and £80 compensation.Aimar WAJAD, a customer advisor atStoke customer service centre, acceptedsays. ‘It was dad’s hobby, too,and I love the speed and excitementof it. I keep my twobikes running and the technicalside fascinates me. Thisyear has been my best ever onthe Isle of Man, including thepre-TT race, finishing no lowerthan fourth in any of myevents.’Brian came third in thePost Classic and SuperTwinclasses.A round-up of convictions across the country. Phil Gerrish, director of investigations,says: ‘As our third case this month shows, it’s not always postmen and women withdirect access to mail who commit offences. All cases of theft and fraud will beinvestigated, and prosecuted, without exception. The courts take offences againstRoyal Mail very seriously, as the sentences show.’false compensation claims for reimbursementfor postal packets said to have been lost inthe postal system. At Stoke-on-Trent CrownCourt on 25 June, he pleaded guilty to onecharge of fraud and one of obtaining bydeception in failing to declare a previousconviction. He received a total sentence ofnine months’ imprisonment. Four membersof the public also pleaded guilty to conspiringto defraud Royal Mail and receivedsuspended sentences and unpaid workorders of up to 100 hours each.

For daily news, visit myroyalmail.com Watch weeklyFollow us on @RM_COURIERtOctober 2012 19GivingmoretoourCharity ofthe YearGaining control… Jake and Robert with the new computerComputer brings controlby Hilary RobertsonLlangollen postman RobertDavies asked the RowlandHill Fund for help in buying aspecial computer for his sonJake, who has quadriplegiccerebral palsy.‘The Tobii Eye Gaze computergives Jake a “voice” for the first time,’says Robert. ‘It cost us £12,000, so the£1,500 we got from Rowland Hill reallymade a difference. Jake and histwin sister, Ella, are nine and he is dependenton us for all of his needs,from eating and moving to playing.’Jake’s condition affects thewhole of his body and means hecannot bear or transfer weight, sit,walk or talk. He is in a wheelchairand he can’t pick up anything orcontrol an item placed in his hand.Operating his new computerwith eye movements only, Jake isgradually gaining more controlover his life. Robert says: ‘He is ahappy boy with an infectious smileand very sociable. He loves watchingany football match on TV and,considering what he has to dealwith in his everyday life, he copesvery well.’Just call for Fund helpThe Rowland Hill Fund supports RoyalMail Group staff, pensioners and dependentsin times of need.The fund helps with money for a variety ofneeds, including general household items,rent, mortgage, council tax and utility billarrears, home and heating repairs, hospitalexpenses and disability aids.It can be hard to admit you need help, butjust make the call (0800 6 888 777), followthem on Twitter (@rowlandhillfund), liketheir Facebook page (Rowland Hill Fund) orvisit www.rowlandhillfund.orgWe will be giving ProstateCancer UK an extra£10 for every new persondonating to the charitythrough our Payroll Givingscheme.We already match the payrolldonations for the charity– up to £100,000 every yearuntil June 2014. It is the firsttime we have done this.Because it is tax-efficient,every £1 you give costs 80pif you are a basic rate taxpayer.What does your money buy?Prostate cancer is the most commoncancer in men in the UK. Butthere are not enough specialistnurses. That means 250,000 menNearly £2.5 million wasdonated last year – and weare Guinness Book of Recordholders for the most charitiessupported through aPayroll Giving scheme.We have now made it easyto sign up online via www.myroyalmail.com. The extra£10 donations from the companyfor new sign-ups will bemade until March 2013. So,please act as soon as you canfor Prostate Cancer UK tobenefit.living with the disease are gettinga second-class service.Just 350 people giving £10 amonth will pay for a specialistnurse to support prostate cancerpatients for a year.1 MONTHFREE*when you join in Octoberon a 12 month contractMore reasons to joinDaviD LLOyD LeisuRe• Joining fee discount• Reduced monthly membership• Free access to all clubs in the UK and EuropeFind out more, call 0844 848 4737or visit davidlloyd.co.uk/employeeofferEnjoy corporate membership FOR Less!Terms and conditions apply. Facilities fees, classes and membership contracts vary by club. Certain activities may incuradditional fees. *One month free when you join by 31 st October 2012.5675 Oct Corp Mem Ad 141.5x260mm.indd 1 20/09/2012 12:09

Royal Mail Group proudly supports Movember20 October 2012 email courier@abcomm.co.ukgeneralCourierterms & conditionsUnless otherwise stated, thefollowing terms and conditionsapply: 1. Prize drawsand competitions are openonly to Courier readers whoare UK-based Royal Mail employeesover the age of 18 orUK-based Royal Mail pensioners.2. Closing date forreceipt of entries is Friday 30November 2012 (unless otherwisestated). Only one entryper person. No third party orbulk entries. Entries must includeentrant’s name, homeaddress and contact detailssuch as telephone number oremail address. 3. No responsibilitycan be accepted forentries incomplete, delayed,wrongly delivered, damagedor not received for any reason.Proof of posting is not proof ofreceipt. 4. Prizes must be acceptedas offered and aresubject to availability. No cashalternative or cash differencewill be offered and prizes arenot transferable. Values ofprizes correct at time of goingto press. 5. Winners will benotified by post 28 days afterclosing date. 6. Winners ofprize draws are the firstnames drawn at random orthe first correct entry drawn atrandom by an independentperson after the closing date.7. If a prize is not claimedwithin three months of theclosing date, a redraw willtake place. 8. Promoter’s decisionis final. No correspondencewill be entered into. 9.Entry implies acceptance ofthese rules. 10. The promoterreserves the right to substitutea prize of equal or greater value,if necessary. 11. Winners’details are available 28 daysafter closing date. Send anSAE marked Prize Draw/Competition Results to Courier,AB Publishing Ltd, 24-26Great Suffolk Street, LondonSE1 0UE. 12. Winners may berequired to take part in publicityfor promotions. 13. Promoteris Royal Mail Group Ltd,100 Victoria Embankment,London EC4Y 0HQ. 14. NeitherAB Publishing Ltd orRoyal Mail are responsible forany third party direct marketingor third party offers or services.15. Prize supplier maywant to contact you directly formarketing purposes. If youwould like to unsubscribe frommarketing mail, please contactprize supplier directly. If you donot want to receive further informationfrom the prize supplierand you enter by post,please write ‘no’ on your postalentry. If you do want to receiveinformation from the prize supplierand you enter by email,please write ‘yes’ in the subjectline of your email entry.Our prize isan OlympusVG-170featuring 14megapixels,5x wideopticalzoom,720p HDmovie and7.6cm/3.0”colour LCD.■ Send yoursnaps tocourierphotos@abcomm.co.uk orpost toCourier photocompetition,24-26 GreatSuffolk Street,London SE10UE. Pleaseinclude yourhomeaddress.win!You’ve been framedWall’s well that ends well for MarkCullen, mail screener at Heathrow WorldwideDistribution Centre. Mark sent us thiswinning snap from the Great Wall of China.Jeff Chatterton from Canterbury mailcentre is pictured trying to keep warm andcatching up on Courier in Icy Strait Point,Alaska. Wonder why it’s called that?Pete Jones, postman from Dorset, sent his photofrom Tlos. ‘It’s an ancient city in Turkey, built ona mountain top around 2000BC – long beforeRoyal Mail or letters were conceived! It certainlywouldn’t have had a postcode!’ says Pete.Pete Western, postman from TunbridgeWells delivery office, took a breather at thefinish line of the Bupa Great North Run, whichhe ran for Macmillan Cancer Support, raisingmore than £500.‘The picture shows me and many of the55,000 runners who took part, making it oneof the biggest mass participation runningevents undertaken,’ says Pete.Jeff ChattertonMo-re info and upload your pics at www.myroyalmail.comWin apple goodies!Do you fancy a super slickiPad 3 and Classic iPodtogether worth around£775, just like Alan White(pictured) who won the lastcompetition? You now haveanother chance to win thesefantastic prizes, thanks toRoyal Mail’s Simply CashPlan provider, Simplyhealth.WINner!Pete JonesPete WesternPete WesternMark CullenDon’t forget how Simplyhealth couldhelp ease your everyday healthcare bills:• A Simply Cash Plan costs from just £2.25 aweek• You can claim up to £70 towards dental billsand up to £70 towards optical costs, each year• You can also receive money back on complementarytreatments like physiotherapy andchiropody, and much more!For more details on the Simply Cash Plan or tojoin, call free on 0800 731 3486 quoting LA0027.You can also visit www.simplyhealth.co.uk/royalmail or speak to your Simplyhealth representativeon site.win!Win your winterwardrobeWinter’s definitely on the way,so it’s the perfect time for somenew cold weather togs courtesy ofCourier.We’ve got five £200 vouchers forclothing retailer Next to give away.All you have to do to be in witha chance of winning is answer thequestion below and send your entry tocouriercompetitions@abcomm.co.ukputting Next competition in the subjectbox, or send your answer on a postcardto Next competition, 24-26 Great SuffolkStreet, London SE1 0UE by 30 November2012. Please remember to includeyour home address in case you win!Q. Parka and pea are bothtypes of what?For your chance to win an Apple64GB iPad and a Classic iPod, simplyemail your full name, contact telephonenumber and office location, byFriday 30 November 2012, to makemeawinner@simplyhealth.co.ukThe winning entry will be drawnby Friday 7 December 2012 and thewinner will be telephoned by a memberof the Simplyhealth team.Simplyhealth is a trading name of Simplyhealth Access,which is authorised and regulated by the FinancialServices Authority. Simplyhealth Access is registeredand incorporated in England and Wales, registered no.183035. Calls may be recorded and monitored fortraining and quality assurance purposes.For full terms and conditions please visitwww.myroyalmail.comThe one4all CrosswordBag yourself a £10 One4all gift cardin our crossword competition16814152 3 4 5101112 1379NameHome AddressPostcodecluesWe have 10 £10 gift cards up for grabs. Once again you’ll find some helpwith your answers to this issue’s crossword within the pages of this issue ofCourier. Post your entry to October crossword, 24-26 Great Suffolk Street, London SE10UE to arrive by 30 November 2012. See above left for full terms and conditions.Across1. And 1 Down. This set ofstamps celebrates Britishspace exploration (5,7)4. Shaving equipment (5)6. Unfit to be eaten (8)7. Square root of four (3)8. Being able to leave itemswith ________ is a majorstep towards improving ourcustomer service (10)10. Atoms that have anelectric charge (4)12. QI presenter (3)13. The _____ Express, aTom Hanks movie (5)15. People who ruin thepleasure of others (11)Down1. See 1 Across2. Drink taken before a meal(8)3. Moment of suddenrevelation (8)4. One of our dedicatedpacket hubs (6)5. Tied sporting matches (5)7. We are trialling 45 ofthese in partnership with theDepartment for Transport (8)9. Dead body (6)11. Curved path of aspacecraft (5)13. Head of the CatholicChurch (4)14. Their next President willbe Obama or Romney (3)July/August’s answersAcross 1 Swiss. 4 Gouda.7 Unsettled. 8 Era. 9 Dylan.10 Easey. 11 Battled.14 Skate. 16 Lunch.17 Rowing. 18 Sir.Down 2 Wendy Walker.3 Stewart. 4 Gold Medal.5 Understands. 6 Aviary.12 Lie. 13 Thor. 15 Tow.

For daily news, visit myroyalmail.com Watch weeklyFollow us on @RM_COURIERtOctober 2012 21Talking the talkfrom the archiveby Ben HallSpaced outWe’re celebrating Britishspace exploration with sixnew stamps now out.The Space Science set featuresspectacular images of the Sun,All the images are taken from missionsconducted by the EuropeanSpace Agency, who worked closelywith us to choose the content.Philip Parker, head of stampsprobes that have taken theseimages, from designing the specialisedinstruments and camerasto their construction and operation.The stamps are a tribute to them.’Venus, Mars, Saturn, Titan strategy, says: ‘British scientists,(Saturn’s largest moon) and the universities and industry have More at www.royalmail.Lutetia asteroid.played major roles in all the com/spaceThe Post Office was at theforefront of emerging telephonictechnology in theearly 20th century.The British Postal Museum& Archive (BPMA) ispresenting a talk by DavidHay, head of heritage at BTGroup, exploring promotionof the telephone and telegraphservice by the PostOffice.Between 1925 and 1928it invested around £1 milliona month in the telephonenetwork as it beganthe roll-out of automaticexchanges, enabling subscribersto make local callsdirectly without involvingan operator.This investment, accompaniedby mass-producedtelephones, cut the cost ofcommunicating by phone.The talk explores PostOffice’s attempts to marketthe telephone to the widerBritish public, focusing onCall to arms...an exampleof Post Office promotionthe organisation’s first PRofficer Sir Stephen Tallents,who was instrumental inmodernising the perceptionof the Post Office to customersand employees.The Ringing the Changeevent takes place on Thursday8 November from 7pm to8pm, at the Phoenix Centre,London WC1X 0DL.Tickets cost £3 or £2.50for concessions (60+). Call020 7239 2570 or emailinfo@postalheritage.org.ukto book a place.phone: 084 50 57 57 50email: sales@affinityvehicleleasing.comor log in: royal password: MAILwww.affinityvehicleleasing.comFANCY A CRAZY DEALON A NEW CAR?0%FINANCENODEPOSITNOINTERESTCHARGESNOWARRANTYISSUESNOFINALBALLOONPAYMENTNOBRAINERVAUXHALL CORSA SXI 3 DOORINCLUDES FREE METALLIC PAINTTypical Dealer FinanceAffinity Leasing Special OfferDeposit £2780 Deposit £0.00Term 60 months £179.00 Term 48 month £199.99Total payable £13520 Total payable £9599.52Saving with Affinity over dealer £3,920.48Prices are based on customer maintenance. Other mileages and payment profi les available upon request. Underwriting subject to status. A documentation fee of £180+vat is payable on order. The images are forillustration purposes only. Stock available but is limited these rates are on a fi rst come fi rst served basis. The above fi gures are correct at the time of print.

For daily news, visit myroyalmail.com Watch weeklyFollow us on @RM_COURIERtOctober 2012 21Talking the talkfrom the archiveby Ben HallSpaced outWe’re celebrating Britishspace exploration with sixnew stamps now out.The Space Science set featuresspectacular images of the Sun,All the images are taken from missionsconducted by the EuropeanSpace Agency, who worked closelywith us to choose the content.Philip Parker, head of stampsprobes that have taken theseimages, from designing the specialisedinstruments and camerasto their construction and operation.The stamps are a tribute to them.’Venus, Mars, Saturn, Titan strategy, says: ‘British scientists,(Saturn’s largest moon) and the universities and industry have More at www.royalmail.Lutetia asteroid.played major roles in all the com/spaceThe Post Office was at theforefront of emerging telephonictechnology in theearly 20th century.The British Postal Museum& Archive (BPMA) ispresenting a talk by DavidHay, head of heritage at BTGroup, exploring promotionof the telephone and telegraphservice by the PostOffice.Between 1925 and 1928it invested around £1 milliona month in the telephonenetwork as it beganthe roll-out of automaticexchanges, enabling subscribersto make local callsdirectly without involvingan operator.This investment, accompaniedby mass-producedtelephones, cut the cost ofcommunicating by phone.The talk explores PostOffice’s attempts to marketthe telephone to the widerBritish public, focusing onCall to arms...an exampleof Post Office promotionthe organisation’s first PRofficer Sir Stephen Tallents,who was instrumental inmodernising the perceptionof the Post Office to customersand employees.The Ringing the Changeevent takes place on Thursday8 November from 7pm to8pm, at the Phoenix Centre,London WC1X 0DL.Tickets cost £3 or £2.50for concessions (60+). Call020 7239 2570 or emailinfo@postalheritage.org.ukto book a place.Phone: 084 50 57 57 50email: sales@affinityvehicleleasing.comor log in: royal password: MAILWWW.affinityvehicleleasing.comFANCY A CRAZY DEALON A NEW CAR?0%FINANCENODEPOSITNOINTERESTCHARGESNOWARRANTYISSUESNOFINALBALLOONPAYMENTNOBRAINERVAUXHALL CORSA SXI 3 DOORINCLUDES FREE METALLIC PAINTTypical Dealer FinanceAffinity Leasing Special OfferDeposit £2780 Deposit £0.00Term 60 months £179.00 Term 48 month £199.99Total payable £13520 Total payable £9599.52Saving with Affinity over dealer £3,920.48Prices are based on customer maintenance. Other mileages and payment profi les available upon request. Underwriting subject to status. A documentation fee of £180+vat is payable on order. The images are forillustration purposes only. Stock available but is limited these rates are on a fi rst come fi rst served basis. The above fi gures are correct at the time of print.

Royal Mail Group proudly supports Movember22 October 2012 email courier@abcomm.co.ukMo-re info and upload your pics at www.myroyalmail.comMore of your fundraising stories, including two very different ways to raise cash for our charity partner Prostate Cancer UKFitting tribute... Mark with theflower named after SusanRecord couldhit the wallUp for the challenge... Robert, picturedhere at the top of Snowdon, istackling Hadrian’s WallFlower of remembranceMark Gilbert has paid tributeto his late wife Susanby having a flower namedafter her.‘She was a really keen gardener,’says Mark, deliveryoffice manager in Slaithwaite. ‘Sowhen she became ill, I thought itwould be a nice tribute to have aflower in her name.’Mark went to Halls of Heddon,a renowned plant nurseryin Newcastle, to arrange theproduction of a new type ofdahlia for his wife. ‘It’s a vibrantbright yellow, which wouldhave suited Susan,’ says Mark.After Susan passed away inMarch this year, Mark contactedHalls of Heddon to checkon the plant’s development. Hewas delighted to discover theyhad enough stock to put theSusan Gilbert dahlia in their2013 catalogue – and name itas their charity plant of the year.Now, whenever one ofthe plants is sold, £1 of it goesto Susan’s chosen charity,Kirkwood Hospice. ‘She’d havebeen absolutely delighted withthat,’ says Mark.Speedy Robert Forster hopesto break the Guinness World Recordfor the fastest Hadrian’s Walltrek, raising heaps of cash forour charity of the year, ProstateCancer UK.Robert, postman at Tweedaledelivery office in Telford, says: ‘I’mtackling the challenge in February2013.‘The current record standsat 31hrs 5mins to complete the84-mile (134km) trek, startingin Wallsend and finishing in Bownesson-Solway.‘This equates to an average speedof 2.7mph – a figure that I reckon isbeatable by a postman!’Funk solebrothersRoll over Strictly ComeDancing, we’ve got our ownmighty movers.Five posties from our St Albansdelivery office took to the dancefloor recently to raise money forProstate Cancer UK.The resulting video, available toview on YouTube, captures theirunique interpretations of the workof Michael Jackson and JamesBrown.Mike ‘Snake Hips’ Izzard, whoorganised the event, says: ‘Weknow we’re not professional dancers;it’s just five blokes having alaugh and trying to raise money fora good cause.‘One of my dear friends hassuffered from prostate cancer,You can donateto Robert’s challengeat www.justgiving.com/Roberts-Hadrians-Wall-Challenge or through PayPalby sending to frstrrbrt@yahoo.co.ukBest foot forward... the charity dancers including Mike, far leftso it’s a cause that means a lot tome. We could have just grownmoustaches for Movember, but Iwanted to do something a bit moreentertaining.’Joining Mike on the dance floorwere Rob Edwards, Clive Littlechild,Stuart Perlmutter and MickeyWren, with Barry Block on cameraduties.To view the video, go to You-Tube and search ‘Postie dancein aid of prostate cancer’, whereyou’ll also find the link to donate.ivAppealing… Gina andColin hope to self-fundher cancer treatmentColin seekslife-saving drugPort Talbot postman Colin Hermanis helping friends and familyto raise money for his wife Gina’slife-saving cancer drugs.‘We were devastated to discover thatGina’s cancer had spread and was notresponding to the available treatment,’says Colin.‘Her consultant told us about a newdrug – Ipilimumab or ‘Ippy’ – that’s notcurrently available in Wales.‘We’re so thankful to friends andfamily who have started fundraising tohelp us pay for this ourselves.’The total cost of the drug is £72,000and ongoing fundraising is makinginroads into that sum.You can help at ginaherman.ippyappeal@hotmail.com.Stoke-ing up supportColleagues in Stoke on Trentare helping raise funds for thecare and treatment of Euan Bould,son of Lynn Bould from the StokeHanley delivery office.‘So far, we’ve raised more than£11,000,’ says John Smith, Stoke deliverymanager.‘Lynn was told in May that herfour-year-old son Euan had cancerin his kidney. Three days later he wassent for a full body scan, which alsodiscovered scarring on his lungs, andhe’s having treatment at BirminghamChildren’s Hospital.’Local businesses and Royal Mailcolleagues in the Stoke on Trent areaSupport... Lynn and Euanhave set up several different fundraisingevents.‘I’d like to thank Kevin Lathamand Colin Stirling especially, for dedicatingso much time and effort to organisingeveryone,’ adds John.

For daily news, visit myroyalmail.com Watch weeklyFollow us on @RM_COURIERtOctober 2012 23Money-saving offers and help when you need it Key: Employees only Employees and pensionersCARSAffinity LeasingUp to 45% off a new car.User name: royal Password: MAILTel: 0845 057 5750Visit: www.affinityvehicleleasing.comBlackcircles TyresSave money on new tyres and car servicing.Quote: EDROYAL215.Tel: 0845 620 2000Visit: www.blackcircles.comHollyfield BenefitsDiscounts on car servicing,tyres or repairs. 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24 October 2012Royal Mail Group proudly supports MovemberMo-re info and upload your pics at www.myroyalmail.comemailcourier@abcomm.co.ukletterboxAll letters printed win a £25 One4All gift card, with a £50 gift card for eachmonth’s star letter. We do try to include as many publishable letters aspossible, but due to space we are unable to publish all of them.Milesmore wearI’d just like to ask when Royal Mail will realisethat, since the new delivery methods came in,shoes wear out quicker than the 12 monthsexpected? My delivery is by no means thelargest in my office, but I walk around six toseven miles a day, then do a collection (it’sa hybrid duty). I am finding that the CATtrainers are lasting around six months.The CAT trainers are now very much beyondwhat I would class as safe to use, but I have nochoice as I’m not going to use my own shoeswhen I should be able to exchange my oldpair of CATs for a new pair.I ask Royal Mail to seriously considerthat the one-year expected life bereduced to six months for offices. After all,Make it personalWe put too much onus on postal workers forpreventing dog attacks, when part of the problemis the cultural attitude towards the relationshipbetween postal workers and dogs. Staff willrecount anecdotal evidence of customerslaughing off their dog’s aggressive behaviour: ‘It’spar for the course’, ‘He won’t bite’, etc.Royal Mail and CWU are raising awareness ofthe dangers of aggressive dogs in the media, butwhat about a more direct and personal strategy?A campaign presented by the very people itaffects, targeted at local customers who can makea link between dangerous dogs and their postman/woman, and hopefully evoking an emotionalattachment, could help the message hit home.Therefore, how about a campaign ofmessages posted on the back or side of ourvehicles and/or postboxes highlighting the dogawareness issue?Chris Meighan, postman, Wear ValleyLucia Howe, safety training andcommunications manager, replies:This sounds a great idea. However, the particular message youare talking about communicating is quite tricky and could offendresponsible dog owners.We took advice from Kathryn Mcnamara in the brand andmarketing team, who explained that it is actually quite difficult toput messages on our vehicles or postboxes and, unfortunately,they do wear away and off.The logistics of placing messages on vehicles and maintainingthem is only one aspect.We first need to review the results of the main external dogawareness media campaign we did earlier this year. This wasfocused on letting our customers know how they can help us toreduce dog attacks, and took place across radio, newspaper andtelevision from July. Once we know the results, we can then lookat the next campaign.At the moment, we are looking to pilot a new external customerleaflet to use with homeowners.the welfare of my feet is paramount to myability to do the job safely and correctly.John McCarthy, Totton delivery officeJulie Brown, uniform and print supplyadvisor, replies:I agree with you about the CAT trainers not lasting.We are planning to trial two new types of longer-lastingwaterproof trainers in the next couple of months. You arewelcome to be part of the team putting these new trainersto the test for us. (Julie has contacted John and he’s now onthe trial team – Ed.)If the new trainers prove a better match for our people’sneeds, they are likely to be available for all staff to order fromSeptember 2013.Losses add upAbout five years ago, I was told by aRoyal Mail revenue manager which itemsshould be surcharged. Insufficient postage,reused stamps and envelopes, unofficialredirections, Sellotaped stamps andopened and resealed RTS items were beingcharged, but recently many of these itemsare now returned without a charge.Has the policy changed and, if so, why?On a daily basis, I was sorting out£30-£40 worth of charges, but now therevenue area is only charging about£10 worth. This loss of revenue for thebusiness does add up over time.Bimba Kasturiratne, EC deliveries,LondonRichard Wardle, national head ofrevenue protection, replies:The business has clear standards on which items canbe surcharged and those that cannot, in accordancewith our terms and conditions.However, these can be very specific, and ourRevenue Protection teams need to use their expertiseas the processes to follow can be different dependingon the channel, product or service. It is vital that allour customers pay correctly, and if they do not, wesurcharge them according to our standards to recoverthe money and protect the bottom line.It is everyone’s responsibility to help protect ourrevenues, and it is excellent that you and many otheroperational colleagues help us to do that on a dailybasis. Please speak to your local revenue protectionmanager or team, who will be able to give you guidanceon which items we are allowed to surcharge, and pleasecontinue to identify areas where you believe we haverevenue losses. As you point out, these revenues really doadd up, and I would urge anyone who has concerns thatcustomers are incorrectly paying to ask their local revenueprotection teams.• Eagle-eyed team – page 17belt upFollowing your article on seatbelt safety,could you please advise on a situationthat has recently come up?At a recent team brief, we wereinformed by our delivery office managerthat seatbelts are to be used at all times,no exception. When it was pointed outthat the law states that a delivery driverdoes not have to put on a belt if the stopsare shorter than 50 metres, the reply wasthat it was business practice and we wouldbe disciplined if we did not comply.Could you please advise on whatlaws the company works by? We workunder enough pressure complying withthe legalities of the country, but is thereanother set of laws that we need toadhere to under the banner of “businesspractice”?Peter Brooker, New Romney delivery officeSue Cuddihey, head of safety forLogistics, replies:The Highway Code states that you MUST wear a seatbeltin cars, vans and other goods vehicles if oneis fitted.However, you are correct in that exemptions arefind solution to wet woeThe meter mail postboxes in my area let inwater when it rains.Clearly these meterboxes are a baddesign, and should never have beenrequisitioned. They appear to let water inalong the bottom of the swivelling hatch,and it seems the circular shoot just channelsit right down upon the mail.Also, at the bottom of the box inside (formingthe floor where the mail sits) there is a horizontalmetal plate where the water just gathers.LETTERBOXLETTERBOXEmail courierletters@abcomm.co.uk,write to Courier letters,24-26 Great Suffolk Street,Emailcourierletters@abcomm.co.ukwrite to Courier letters,24-26 Great Suffolk Street, LONDONSE1 0UEplease make your letter no morethan 100 wordsTEXT COURIER TO 80800(MAX 160 CHARACTERS)Please include your home addresswith your letterallowed for the holders of medical exemption certificatesand those making deliveries or collections in goodsvehicles when travelling less than 50 metres (approx162 feet).But the benefits of wearing a seatbelt are welldocumented,with evidence showing that wearing themsaves lives and reduces the risk of serious injury in anaccident. Royal Mail cares about the safety of its drivers,so our core standard, which you can find in the driver’shandbook, is that drivers should wear seat belts at alltimes while the vehicle is being driven.This applies to all individuals in the vehicle, whereseatbelts are provided. There are no exemptions to thisrule for Royal Mail drivers.The hatch needs a fundamental redesign.I’m no engineer, but I think something alongthe lines of a clothes recycling bin hatchmight work.Do we have a programme to replacethese meterboxes or to modify their hatchdesign? I do hope so!Stephen Collings (pictured), postman,RedhillShaun Buttress, asset supply chainmanager, replies:From time to time we do get issues with water coming in,most of it down to the seal failing if the box is facing theprevailing weather.On the subject of when the drum is open, yes you willget some water coming in, but only when the drum isopened and closed, so you just need to make sure thedrum is locked at night and is not sticking open duringoperational periods.The issue with water pooling on the base plate is watertension, but your description suggests that the base platemay not be fitted in the correct position.We did indeed look at clothes lockers when we weredesigning the business box, but they let water in. Thecurrent design was mainly due to the size of aperture thecustomer wanted after extensive trials.I have asked the regional asset planner to raise a job sothat Romec can have a look at the specific box and see ifthe issues you have raised can be resolved.starletter