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.