Courier April 2013 - myroyalmail

THE ROYAL MAIL NEWSPAPERAPRIL 2013Our stamps celebrate10 Great Britons withanniversaries thisyear.See page 17.comWHO’S THE GREATEST?OFCOM TOPROTECTTHE USOOFCOM HAS confirmed how it willprotect the Universal Service in theface of growing direct delivery competition.It will monitor all participants. It couldcall on them to deliver a minimum numberof days a week and in a specific geographicarea.Ofcom has also announced it will notchange the scope of the Universal Service.We’re proud to deliver the six-days-aweek,one-price-goes-anywhere postal service.Ofcom’s commitment to this level ofservice is great news.Read more details about Ofcom’sannouncements and what theymean for us on pages 4&5THE NURSEWILL SEEYOU NOWSTUART LITTLE IS THE FIRST PROSTATE CANCER UKSPECIALIST NURSE – AND HIS APPOINTMENT IS ALLTHANKS TO YOUR FANTASTIC FUNDRAISINGMeet Stuart on page 20

email courier@abcomm.co.ukWatch weekly For daily news, visit myroyalmail.com t@RM_COURIER April 2013 3The Universalservice:Courier looks at some of the key areas of recent debatearound gaining access to external capital and the protectionsin place for our customers. These are the facts.One-price-goesanywhere,six-days-aweekserviceThis is protected by law. The Universal Service,including six-days-a-week collection and delivery,is enshrined in statute. The basic requirementscan only be changed if voted for by both Housesof Parliament.Ofcom made it clear in March that, followinga review of the needs of consumers andbusinesses, it has no plans to make changes tothe scope of the Universal Service.Our quality of service standard is99.9%of delivery routes completed each dayStamp pricesOur stamp prices areamong the best value inthe EU. In five of the sixweight steps for FirstClass and Second Classmail, the cost of UKstamps are ranked inthe bottom half of priceswhen compared withother EU countries. Insome cases, the UK isthe cheapest.It’s pure speculationto suggest that stampprices could reach £1in the next few years. In2013 there was no increase in the price of FirstClass or Second Class stamps for letters.Our quality of service standard is99.9%of access points served each dayVAT exemptionThis would apply regardless of whether wewere in public or private ownership. Similar VATexemptions are in place for Universal Serviceproducts in Germany, Austria and the Netherlands.In these countries, the national postal operator isprivately owned.Rural areasWe are honoured to deliverto more than 29 millionaddresses across the UK.We’re legally obliged todeliver to every address,whether urban or rural,under the minimumrequirements of theUniversal Service. Theseare defined in law andcannot be changed unlessvoted for by both Houses ofParliament.Daily deliveries to ruralareas wouldn’t be reduced inthe event of gaining access toexternal capital.Our quality of servicestandards are amongthe highest of any majorEuropean country.thefactsFree post forHM ArmedForcesFree post to HM Armed Forcesdoes not depend on Royal Mailremaining in public ownership.We are very proud to delivera free of charge service toour armed forces undertakingoperations.The Ministry of Defencefully reimburses Royal Mail forprovision of these services.Supporting smallbusinessesWe’re very proud to provide the Universal Serviceand of the role we play in the economy.Our services used by small businesses areprotected by law. The PostalServices Act 2011 and the EUPostal Services Directive requireuniversal postal service prices tobe affordable. Last month, Ofcomfound that our services wereaffordable to small and mediumsized businesses. We provide greatvalue for money.Our quality of service standard is93%of First Class mail delivered next working dayArticles for the BlindWe’re proud to provide the Articles for the Blindscheme, which we spent £6.2 million on in2011/12.The service, which provides free postage forblind or partially sighted people, is protected as aminimum requirement of the Universal Service inthe Postal Services Act.A change to the scheme can only happen if itis voted for by both Houses of Parliament.Our quality of service standard is99.9%of Special Delivery up to 10kg deliveredby 1pm next working dayOur heritageWe want to combine the best ofthe private and public sectors.Our business strategy is to ensurea sound and sustainable UniversalService for the benefit of everyonein the UK.The Government included anadditional safeguard in the PostalServices Act 2011 to ensure theQueen’s head remains on stampsregardless of who owns thecompany.We maintain 115,000 distinctivered postboxes across the UK.We made a number ofcommitments on these withEnglish Heritage in 2002. Thisincluded repainting postboxesevery three years, or more oftenif required.

Did you4 April 2013 know… the VAT exemption that applies to First and Second Class mail would apply regardless of whether Royal Mail was in public or private ownership.email courier@abcomm.co.ukWatch weekly For daily news, visit myroyalmail.com @RM_COURIER April 2013 5Direct delivery competitionOfcom Confirmed how it will protect theUniversal Service in the face of growing directdelivery competition.This comes after we expressed concern in January thatOfcom’s draft guidance didn’t provide the clarity needed.Stephen Agar, director of regulated business, says: ‘Wewelcome this acknowledgement from Ofcom of its duty,powers and willingness to act to protect the UniversalService if required.’Ofcom is committedto protecting the sixdays-a-week,one-pricegoes-anywherepostalservicesix-days-a-weekOur regulator, Ofcom, has made a number ofimportant announcements about safeguarding theUSO, direct delivery and postbox provision...Ofcom safeguards the USOOfcom announced that it will not changethe scope of the Universal Service.The Universal Service is enshrined in law underthe Postal Services Act 2011.We highlighted the importance of customerchoice to Ofcom, and our commitment to the sixdays-a-week,one-price-goes-anywhere service, inour response to its consultation in December.one-price-goes-anywhereLifeline... we serve remote businesseslike Over the Garden Wall on Scotland’sArdnamurchan peninsula, wherepostman Ritchie Dinnes collectsOfcom will actively monitorall direct delivery marketparticipants*, as well astracking developmentsin the market and anyprospective risks to thefinancial stabilityof the UniversalService.Ofcom could askpostal operatorsto deliver aminimumnumber of daysa week.The regulatorcould also ask for aspecific geographicarea to be covered.*threshold is 2.5 million letters and large letters per quarterOfcom found that nine out of 10consumers consider the currentservice levels meet their core needsfor a postal service.Our networkhas morethan115,000postboxesPostboxprovisionofcom said we provide enough postboxes to meetconsumers’ needs.The regulator is proposing new rules on the densityof postboxes. Its new standard would call for 98% of UKaddresses to be within a half-mile straight-line distance of apostbox. We comply with the new criteria.Ofcom confirmedwe already provideenough postboxesand comply withthe new criteria.The UK has the highestlevel of provision persquare kilometre ofany Western Europeannation.BIGinterviewStephen, are letters still important?Letters are very important to us. Ourletters business made £4.6 billion inthe 2011/12 financial year, and inthe first half of this financial year themoney we made from letters actuallyincreased slightly due to our priceincreases, even though volumes fell.Our letters and parcels strategiesgo hand in hand. Delivering all mailwell and getting paid properly forwhat we do is key. It helps protect asmany good-quality jobs as possible.We’ll be delivering letters andparcels together for many years tocome.But aren’t letters declining?Yes, they are. At the half year, lettervolumes were down 9%. We expectedthat.But we shouldn’t forget that lettersprovide a substantial profitstream for Royal Mail. They are cashgenerative for the business.How are we managing the decline?It’s key that we get the right pricefor what we do. But we have tobe very mindful of the competitorsout there. That’s not just thelikes of TNT, UK Mail and DHL.The competitors are also ITV,Microsoft, Google and even the internet.That’s because companiescan choose to communicate withtheir customers in an increasing varietyof ways.We also have to make mail easierto use. And we have to keep customerpromises. If we say mail willget there in a certain time, it has toget there. If we can’t be trusted todeliver, then our customers won’tuse mail.What changes have we made tomake letters profitable?I’ve mentioned the price rises weput in last year. Our regulatory freedom– which we worked very hardtlettersstillmatterCourier caught up with Stephen Agar to hear more aboutour letters strategy and why letters are very important.to achieve – is enabling us to get areasonable price for our letters.But most importantly we’ve madeAccess mail profitable. That was reallyimportant. The price rises weintroduced to Access traffic meansthat we are now making a reasonableprofit on this important traffic.It’s important that we deliver all mailwell.How are we doing on winningbusiness back?We’ve been working hard to growour business. It is starting to pay off.You’ll have seen that we wereawarded a significant contract byBritish Gas to collect, sort and deliverits statement mail to its customers.That’s because we are trusted toprovide a great service and we havea great reputation in the market.How are we doing on marketingmail?Marketing mail is big business for us.In 2011/12, it contributed revenueof more than £1 billion.Door to Door plays to ourstrengths. We’re the only companythat delivers unaddressed items toall 29 million homes in the UK. However,the market is very competitive,so it’s vital that we deliver every singleitem.We launched MarketReach lastyear to take advantage of new opportunitiesfor marketing mail.How far away are we from beingable to track letters throughour system?Mail is a very mature technology.The invention of the postage stampwas an incredible innovation in itsday. The introduction of postcodesand all the technology around sortingletters were also revolutionary.But the system we’re looking tobuild now – whereby, with a 2D barcode,we can effectively track lettersas they go through the pipeline – isdefinitely a game changer.By using the investments we havealready made in automation, we willbe able to give our customers transparentinformation on how we’reperforming. It will drive accuratebilling and allow us to get fairly paid.But, most importantly, we will beable to develop additional services toadd value to the letters we carry andtherefore keep our customers in mail.What’s your final message tocolleagues?We may live in a digital age, but wewant to keep mail relevant and keepour customers using mail. So wecan’t afford to let them down.Therefore, every letter is importantand every letter matters: whetherit’s statement, marketing mail, Accessmail, a magazine, a catalogueor Door to Door. If we keep deliveringfor our customers then our customerswill keep posting.

Did you6 April 2013 know… our stamp prices are among the best value in Europe. In some cases, the UK letter stamp price is the cheapest in the European Union.Help usStar turn... Andyprepares to be filmedhelp victimsIT’S EASY for you to reportsuspected ‘scammail’ (see box).These are items sent byprofessional fraudsters designedto trick the recipientinto handing over moneyfor goods, services or benefitsthat are never delivered.Victims are usually targetedbecause they are elderly orvulnerable.As well as making it easierto report, our security teamin Scotland is working on atrial with Fife Trading Standards.If it’s a success, it couldbe extended to other offices.Representatives visitedKirkcaldy delivery office tosee how we work and thepracticalities of identifyingwhat is or isn’t ‘scam mail’.They’ll return in May to talkto staff at Kirkcaldy and Glenrothesabout the issue andwhat to look out for, usinggenuine local examples.Kirkcaldy delivery officemanager Eddie Smeatonsays: ‘We’re really pleased tobe chosen for this partnershipwith Trading Standards.Staff have told me about potential“scam mail”, but theyWhat to dodidn’t really know what to doabout it. We’re keen to learnmore so we can help tacklethe issue.’Tony Marsh, Group securitydirector, appeared onthe BBC’s Inside Out programmetalking about ourrole in clamping down on‘scam mail’.Tony says: ‘We work with anumber of agencies, such asthe Metropolitan Police, AdvertisingStandards Authorityand Trading Standards, andwe cancel contracts wherefraud is confirmed. Wehave cancelled 10 contractsand accounts in the lasttwo years, including a bulk“scam” mailing and threeSmartstamp accounts thatwere being used for inheritancefraud scams.‘But we want to be moreproactive in identifying“scam mail”, and we needyour help. If you have anyconcerns about items you’redelivering, let us know, andwe can act. We hope thatby making it easier to report,and through initiatives likethe trial in Fife, we can helpto stop more fraudsters.’If you suspect ‘scam mail’, or a customer tells you they havereceived some or that they are a victim, you should reportthe details to the Security Helpdesk on 020 7239 6655.Members of the public can call 08456 113 413, emailscam.mail@royalmail.com or send any items they think are‘scam mail’ plus the details to PO Box 797, Exeter EX1 9UN.Hazard learningbrought to lifeby Lisa mobleyA new e-learning approach is beingtrialled to help keep employeessafer on walks – Sky Sports style!The 40-minute online programme,called Delivering Safely, follows twopostmen, with a Sky Sports-stylerunning commentary by experts inthe ‘studio’. It flags up different hazardsthey could come across, froma dog on the loose to slip, trip andfall hazards. It explains what to doin each case, and that walk hazardcards should be filled out as part ofour Walk Risk Assessment Platform(WRAP).Rob Kruck and Andy Smith, postmenat Northampton delivery office,are the stars of the show. Rob says:‘We have 44 years’ experience betweenus. I’m happy to be involvedin something this important, and weWALK THIS WAYLook out for Road Safety Awareness Week activitiesin May.They are timed to coincide with the UN’s global RoadSafety Week on 6 to 12 May, and will focus on pedestriansafety.Mike Stockton, head of our Zero AccidentProgramme, says: ‘With a fleet of more than 37,000vehicles and 90,000 drivers, we’re well aware ofour responsibility to the communities we operatein. Road safety is quite rightly a top priority.‘On a daily basis, our drivers are involved in potentiallyhazardous situations involving other road users, with pedestriansin particular being vulnerable. It is important thatyou as drivers do all you can to help keep these pedestrians,and yourselves, safe.’were able to use our local knowledgeto help the team find the rightlocations for different scenarios.’Andy says: ‘This was a good refresher,as when you’ve been workingfor so long you can slip into badhabits. It will be really useful for thepostmen and women of the future aswell, so I’m proud to play a part in it.’Greenford area safety rep PeterClements says: ‘Many accidents outon deliveries could be prevented.‘This is a really lively, engagingway of encouraging people to workcorrectly. It covers every potentialscenario you can think of.’Delivering Safely is being trialled ata few delivery offices for new joinersand people who have been involvedin an accident. Once complete, it willbe introduced nationally in conjunctionwith the unions over the next 18months.• Make sure you know the speed limitsand observe them – remember thecorrect speed may be much lower thanthe legal limit• Drive slowly in residential areas, nearschools or bus stations and in anysituation where there are likely to bepedestrians• Always remain patient when apedestrian is crossing the road andnever gesture to a pedestrian to crossthe road as there may be othervehicles approaching that you can’tsee• Always give way to pedestrians on, orabout to step on to, a pedestriancrossingSafety savvy... Peter,Andy and RobDave Joyce, national health andsafety officer with the CWU, says:‘Whatever staff are doing on delivery,they should make sure they don’t putthemselves at risk, or take any chancesthat could affect their safety and wellbeing.‘This new training gets that messageacross.’What to do• Be particularly aware of children, whomay not realise the dangers of the road• Pedestrians, especially children, canbe hidden behind parked vehicles andmay emerge suddenly• If a bus is stationary, it is likely thatsome passengers may have steppedoff and could cross the road. Passwith extreme care, bearing in mindthat children or the elderly might findit difficult to assess the dangersbefore stepping out from behind thebus• If driving at night in towns or cities, beaware of the greater possibility ofencountering people who have beendrinking alcohol.

email courier@abcomm.co.ukWatch weekly For daily news, visit myroyalmail.com t@RM_COURIERApril 2013 7record to celebratethe machines to distribu-Royal Mail Special Deliveryby hilary robertsonOn board... Charlietion). People don’t deviatefrom those walkways. sees the safety messagesmakes sure everyoneGatwick mail centreis celebrating an ‘We have producedGuaranteed by 9amentire year with zero more than 1,000 visuals toaccidents.reinforce the safety messageunder WCM, taken‘It’s a fantastic journey,and we’re not finished employee suggestions onyet,’ says postman and board and worked withWorld Class Mail (WCM) contractors.’Safety pillar champion Charlie was originallyRoyal Mail Special DeliveryCharlie Suddell.a CWU safety rep and he‘One of our biggest applied for the WCM Safetyrole for a six-month se-Guaranteedsuccesses was creatingby 1pmclear colour-coded walkwaysaround our pro-doing it for 14 months,condment. ‘I’ve now beencessing area. We have and I’ve really got to gripsgreen routes for pedestriansand a separate blue such an achievementwith the task,’ he says. ‘It’sParcelforce Worldwidetoroute the tugs (manuallyoperated vehicles a year; the entire teamhave had no incidents foristhat transport work from very proud.’express9signed, sealed, deliveredexpress10Our new Royal Mail protection requirementsSigned For is a good and gives customers reassurancethat their parcelchoice for smaller customers,such as online has reached its destination.traders, who need to It provides compensationexpressAMknow that their parcel cover up to £50, proof ofhas arrived safely. receipt and proof of delivery,including a signatureHome shopping is increasinglypopular and that can be checked onlinethese customers rely on us or through our new mobileexpress24to send and receive their website.parcels – according to the Nick Landon, managingdirector of our par-Ofcom user needs survey,57% agree they are morelikely in future to ordergoods that will be deliveredby post.We have launched RoyalMail Signed For (replacingRecorded Delivery) andmade improvements forour customers at the samecels business, says: ‘Othercompanies are positioningthemselves to win a biggershare of the growing parcelsmarket. But customerswill continue to chooseRoyal Mail if we consistentlydeliver the service theyhave paid for.’time, including a newlabel. The service meetsonline marketplace sellerAs easy as 1,2,3…Royal Mail Signed For isRead moreWCM success storiesin your supplementwith employeecopiespart of our updated parcelservice ranges. Consumersand small businesses cannow choose from threetypes of service: 1 Guaranteed2 Confirmed 3 Standard.The Confirmed serviceis Royal Mail SignedFor.ContractcustomersBusiness contract customerscan also choose fromthree types of service: 1Guaranteed 2 Tracked 3Standard.The simplified rangesmean customers canchoose the best servicefor their needs, whethertheir item is urgent,requires proof of deliveryor a standard untrackeddelivery.Royal Mail Signed For1st Class As I have a keen personal interest in journalism,it was really good to get the chance to watch theCourier newsroom at work and contribute to theeditorial process.It was interesting to watch the evolution of thepage drafts en route to becoming finalised copiesready to be printed, and to see the process thattakes a story from the mouth of a footman such asmyself to the pages of the Courier.It was good to see the paper highlighting theRoyal MaildangersSignedof prostate cancer, and ofForignoring therisks and potential signs, in the interview withProstate Cancer UK nurse Stuart Little. It is, ofAdam Pigott, postman, SheffieldSouth-West delivery office2nd Classguest EDITOR’S CoLUMNGood signsby Lisa mobleyStaff at Loughborough delivery officehave worked hard to reduce customercomplaints about Signed Foritems.All of the staff were briefed on the importanceof following the correct process whendealing with Signed For mail. New GoldenRules, such as ‘always get a signature’, weredisplayed on all delivery fittings. One PointLessons were also produced followingWorld Class Mail techniques and displayedin prominent positions to highlight the keyprocesses to follow.John Fitzgerald looks after undeliverablecourse, a very worthy cause, and the fact that itwas being brought to people’sWhat'sattention like thatincluded:was a welcome sight. There’s nothing manly abouthiding from cancer.It was also interesting to note the disparitybetween the official Royal Mail agenda –modernisation making things easier, less regulation,and so on – and my own day-to-day•experiencesProofofof deliverbeing a postman, shared by many of my colleaguesI’m sure.I must say I felt for my fellow posties as I spentthe day in the warmth and comfort of the Courieroffice while the snow drifted down past the window!What's included:• Full tracking• Choice of 9am,or 24 hour deli• Proof of deliver• Includes compeAccuracy is key... John isamong staff at Loughboroughdriving down complaintsitems brought back to the enquiry office. Hesays: ‘We now record every Signed For itembefore it’s taken out on delivery, and again ifit’s brought back to the office.’The team also keeps an eye out for anyRoyal Mail Signed For items among mail thatcan’t be delivered, such as returned mail. Ifthey spot any, they’ll pull it out and scan it.John says: ‘It’s vital that we can provewhat has happened to every item, such asattempted delivery. Sometimes people bringin a P739 for an item they’ve actually haddelivered – we need to be able to show whathappened.‘It’s important to the customer that we getthe process right at every step.’Fancy filling theguest editor’s chair?You’ll enjoy an expenses-paidtrip to the Courier office inLondon to see how it’s puttogether, and a sneak previewof the pages before they goto press. Email courier@abcomm.co.uk or call 020• Choice of next7922 5670or 3 day delive

8 April 2013Did youknow…online retailers can’t do their business without companies like us. We’re the onlycompany that delivers to 29 million addresses.Staff are settling in to new rolesat Tyneside mail centre. All collection,Access and Mailsort work hasmoved to Tyneside from Teesside,which no longer handles any processing.Mail from Darlington willmove across in summer, when thesite will shut.We’re closing some mail centres andmoving work to other sites because offalling mail volumes.A series of one-to-one discussions wereheld with every member of staff as partof the Clear Choice programme, whichhelps people decide whether to accepta new role within the business or leave.Emma Barrow, communications managerfor the mail centre strategy team,says: ‘As a result of the programme, 95%of people got their first choice.‘Even so, we recognise that the changeshave a huge impact on people affected.Some understandably don’t want tomove, or are unable to. Everyone leavingus is offered support with finding suitablevacancies, retraining and CV writing.’Everyone affected had the chanceto visit Tyneside before making theirdecision about whether to move. Theycould take a look around the site andget a feel for different roles in taster sessions,hosted by workplace coaches.Retraining and financial help withtransport are available for people whomove.The strategy also brings changes furthersouth, with the last work havingmoved from York to Leeds in February,and Bradford completing its move intoLeeds mail centre by the summer. Manypeople have already moved to Leeds,as featured in Courier in October.In London, Rathbone Place deliveryoffice is closing soon, with work movingto Mount Pleasant mail centre, which isbeing modernised.Look out for an update on thesechanges in a future issue.On the moveDelivery RevisionModernisation– the story so farcase studyMoving story… Gavinis settling in at TynesideGavin Conway was a part-timereserve postman at Teesside mail centre foreight years. He’s now working in the revenueteam at Tyneside.‘I was devastated when I heard Teesside wasgoing to close,’ says Gavin. ‘It was only threemiles from home, and the hours suited me.‘But I ran my own business for more than 20years, so I know that change has to happensometimes for a business to progress.‘I had three options – switch to deliveries,which I didn’t fancy doing, move to Tynesideand travel 41 miles each way to and from work,or take redundancy. Given how difficult thisprocess is and the number of people affected, Ithink the Clear Choice programme handled itreally well. You wouldn’t get offered options andso much support at a lot of companies.‘Moving to Tyneside was my first choice, andI’m really happy here. The first role I wasoffered here finished at 10pm but, given thetravel time, I wanted something earlier. Thechance of a 5-9pm shift in revenue came up,and it was something completely different, so Itook it. It was great that the company was soflexible with me. I got comprehensive trainingfor the role and it’s a fantastic team.’Good timingSaving more than 600 hours a week without anyjob losses was the highlight of the successful deliveryrevision at Manchester Central delivery office.They have made changes to better process and deliverthe changing mail mix of fewer letters and more parcels.More than 800 offices have introduced new deliveryequipment as part of our modernisation programme.Although revised routes meant fewer people wereneeded to deliver mail, alternative roles were found forpeople as collections and delivery drivers, which helpedmaintain staff morale during the changes. And, accordingto delivery office manager Graham Roberts, the indoorand outdoor revisions brought efficiency improvementswithout adversely affecting customer service.Mail now moves through the office more efficientlyand arrives sorted to walk order, saving preparation time.‘The indoor changes have had a huge impact on efficiency.Where it used to take more than three hours toprepare a walk, it now takes about an hour,’ says postmanGary Baxter.By using staff engagement initiatives such as Big Picture,the team managed to drive improvements in theenquiry office, creating a cleaner working environmentand making it easier to locate parcels when customerscome to collect them.Number oflightweighttrolleys31,094Number of vans11,490Number of PDAs49,732Number ofCompact SequenceSorters (CSS) toput mail in exactwalk order574Fullymodernised units860and countingNumber of highcapacitytrolleys2,856Number ofIntelligentLetterSortingMachines66(Figures as at end of March 2013)Cheeky savingson a new bikewith HalfordsCycle2workIn addition to Tax and NationalInsurance savings, you cansave even more with Halfordsin-store offers and get a freebike care plan.For a great deal visitwww.cycle2work.net/employeesUsername: rmguser Password: rmgbenefitOr call 08450 77 88 50Terms and conditions apply.

email courier@abcomm.co.ukWatch weekly For daily news, visit myroyalmail.com t@RM_COURIERApril 2013 9Customer cornerCaring colleagues...Linda Baker from thewarehouse team withCatherine and GerryScan with yoursmartphone toread the fullarticle onmyroyalmail.comHelping hands... Gerryand warehouseWarehousing firstby hilary robertsonment manager for our warehousing Catherine McCrohan, head of individualgiving at Breast Cancer Care,and ecommerce business, says: ‘WeOUR ALL-ROUND service to are thrilled to have won the warehousingand fulfilment contract for Breast sibility to operate as efficiently as pos-says: ‘As a charity, we have a respon-Breast Cancer Care means we arenow distributing the publicationsit produces.At our Ross-on-Wye warehouse,there’s a whole team providing customerservices, handling online, postaland phone enquiries and warehousing.Gerry Farwell, business develop-Cancer Care’s online shop, mail ordercatalogue and client support publications.The charity now knows exactlyhow much stock it has, exactly whereits customers’ orders are and has all theinformation it needs to sell and fulfileven more, which is great for us too.’sible. It became clear in the competitiveprocess for warehousing that RoyalMail’s values fitted well with our own.‘The team at Royal Mail is alreadythinking of exciting new ways for us tohave the maximum impact on the peoplewe are here to help.’‘Mail is morale’A British soldier,training localsecurity personnelin Afghanistan, haspraised our postmenand woman as ‘theunsung heroes’ ofBritain.Major Clive Hunt,from the Royal Artillery,took time out frommentoring membersof the Afghan NationalArmy to pen a note tochief executive MoyaGreene praising theservice we provide toAfghanistan-bound... AndyWright, British Forces Postthe Armed Forces onOffice head of mails, andthe front line.chief customer officer MikeLike other membersNewnham at RAF Northolt,where mail is sortedof the Armed Forces,Major Hunt relies on Royal Mail deliveries to keep in touch withloved ones.He says: ‘To all your posties, thank you! Come rain or shine,365, we rely on you more than you will ever know.’The soldier is leading a team of seven servicemen stationed ina remote base in north Afghanistan.He went on to say: ‘Keep it up. We really do appreciateyour efforts, from the UK to Afghanistan and back again to ourfamilies.‘Your service is vital to us because, in short, mail is morale.There is nothing like getting a letter or parcel from home.‘It raises smiles and morale; even if on the delivery you don’tget one, you are pleased for those who do.‘The parcels contain, in the main, the small things that makelife a little easier: sweets, toiletries (expensive to get out here andrare!), magazines, DVDs, mementos from home/wives/girlfriends/parents, plus everyday nick-nacks.‘Most parcels also contain stuff you can share with your mateswhen they don’t get a parcel.‘My last one had an Easter egg in it. Yes, it survived – just. Butit only lasted 30 seconds when the team got hold of it.‘Posties are the unsung heroes of the country.’Your dream teamsOur expert team of football pundits hasspoken.They’ve sifted through all the entries we receivedfor our Dream Team competition in February’sissue, and chosen 11 worthy winners.We ran the competition in honour of our footballhero stamps, which are out in May.Among the panel was Sheffield postman AdamPigott, who was in the Courier office as guest editorfor this issue (see page 3). He says: ‘It was great funto take part in the competition judging.‘As a passionate football fan, I enjoyed seeing otherpeople’s views on the greatest British players of all time.The best thing though was getting the chance to spreada bit of springtime cheer to 11 of my fellow posties.’The top team pickers who will be off to a matchcourtesy of Courier are:David Greasley from Edzell. Dream team: Banks,Cohen, Byrne, Blanchflower, Charles, Moore, Matthews,Law, Taylor, Haynes, Best.DJ Hakes from Northampton. Dream team:Banks, Armfield, Charles, Moore, Edwards, Robson,Mackay, Baxter, Best, Law, Charlton.Wayne Roberts from Manchester. Dream team:Jennings, McGrain, Sansom, Ratcliffe, Hansen,Mackay, Souness, Reid, Robertson, Rush, Allen.Peter Billingham, retired, Bridport. Dreamteam: Banks, Young, Charles, Moore, Edwards,Blanchflower, Baxter, Haynes, Matthews, Lawton, Best.Graham McEwan from Glasgow. Dream team:Shilton, Millar, Butcher, Moore, Souness, Gerrard,Beckham, Best, Lineker, Dalglish, Giggs.Malcolm Webster from Belvedere, Kent. Dreamteam: Banks, Charles, Hunter, Moore, Cole, Bremner,Lampard, Charlton, Lineker, Law, Best.Graham Lynn from Grimsby. Dream team:Southall, McGrain, Wilson, Souness, Hansen,Moore, Johnstone, Ball, Dalglish, Gascoigne, Best.John Munday, retired, Northampton. Dreamteam: Banks, Armfield, Charles, Moore, Bale, Charlton,Mackay, Edwards, Best, Greaves, Dalglish.Eric Murphy from Leamington Spa. Dreamteam: Banks, Armfield, Moore, Wright, Blanchflower,Charlton, Dalglish, Best, Giggs, Law, Dean.Brian White from Poole. Dream team: Swift,Young, Cole, Edwards, Charles, Moore, Charlton,Best, Greaves, Law, Bale.Philip Hinchey from HR. Dream team: Banks,Neal, Cole, Mackay, Moore, Beckham, Giggs, Charlton,Best, Dalglish, Lineker.Who will win the FA Cup? Follow us on Twitter@RM_Courier and tell us your prediction with the #FACupand we’ll pick five correct winners, who will each win a2013/2014 football shirt of their choice.Dream job… Sir AlexFerguson, David Beckham,Fabio Capello, Roy Hodgsonand Harry Redknapp (akaGary Moss, guest editorAdam Pigott, AnthonyNaughton, Duncan Mills andBen Hall from the Courierteam) choose the winnerswin!

Did you10 April 2013 know… Nine out of 10 customers consider Royal Mail a core part of the community – particularly in rural communities.email courier@abcomm.co.ukWatch weekly For daily news, visit myroyalmail.com t@RM_COURIER April 2013 11deli very reportTheSomething for youTime: 10.50am Date: 8 April 2013Name: Mr Paul RubyAddress: Briar Cottage19 The GarthSunderlandPostcode: SR1 1ZZYour item:Special DeliveryInternational item Number of items:Calm and collected...Hilary collects her parcelGuaranteed Letter 1Most people’s experience of usis when we deliver to them. Theway we do it has a major impacton what they think of us. So theCourier team dusted off our creditcards and ordered stuff online tosee how well it would be delivered.We know it’s not an exact science,but our experiences did highlightsome points. We asked Paul Smith,customer experience operationsimprovement manager, to assessthe P739 ‘Something for you’cards we received, with someencouraging results.cartoon cornerUseful... Rob’s P739got a good reviewSpecial Delivery item – deliveredby Coventry City NorthThe recipient was out, and aP739 card was left saying the itemwas at the delivery office. SpecialDelivery items aren’t meant to beleft with a neighbour, so the postmangot this right.Paul says: ‘A well-completed card. Theonly minor errors are the postcode of theaddressee and the walk duty initials andduty number are missing. It’s also goodto see a P3756 label (which shows that aP739 cardhas beenleft) usedon theitem, fullycompletedwiththedutyGood experience... Lisavisits Coventry City Northnumber and initials.’Postman Rob Clarke says: ‘I’m glad mycard got a good review and I’ll make a noteof the comments – that’s a useful reminder.It’s really important to fill in all the informationas it makes the whole process easier forthe customer and at the enquiry office.’When we visited the enquiry office,everything ran seamlessly. There were twostaff on duty dealing efficiently with a shortqueue, and the item was located quicklyand we were asked for a signature.Cathy Clarke (no relation to Rob!)served our mystery shopper, Courier editorLisa Mobley.‘I don’t normally work in the enquiryoffice but am helping out, and it’s certainlyopened my eyes to some of theincorrect P739 forms we get back,’ saysCathy.Eye-opener... Cathyserves in the enquiry officeeBay order and redelivery –delivered by GranthamThe item could have been leftwith a neighbour, but wasn’t. It’simportant that we try to deliveras many items as we can firsttime by leaving them with neighbours,unless the customer hasopted out of the scheme.However, the P739 card impressesPaul: ‘The card is filled in well. Myonly possible criticism is that I can’tread the time clearly, but that couldbe down to personal handwriting.Another good point is that the walkduty has tried to help the enquiry officestaff by stating the item is ‘white’,which is a great help when identifyingitems when customers call to collect.’Our mystery customer, reporterTracey Davies, opted for redeliverybut was out again when theitem was redelivered. PostwomanAlison left another P739 card.Impressed... Tracey with thewell-completed cardsAlison says: ‘It’s important to be asaccurate as you can when filling outthe card to make it easier for staff tofind the item quickly.‘I always try to add any extra informationthat I think would be useful tothem, including the colour. I alwaysmake sure I fill in the attempted redeliverysection on the card as it showsthe customer that we are doing whatthey asked. It’s good customer service.’The parcel arrived in the next redeliveryslot complete with the correctredelivery sticker and two P739notice stickers.Tracked order – delivered by HitchinThe item couldn’t be left with aneighbour. Instead, a P739 card wasleft.Paul says: ‘A decent enough card, butthe walk duty has not completed theirinitials or duty number. As the item isTracked, they have not completed theitem reference number at the bottom ofthe front of the card.‘The walk duty should have advisedthe customer that the item requires asignature, as well as it being too largefor the letterbox.’Reporter Hilary Robertson was ourmystery customer for this one. She says:‘When I received the card, I went onlineto check the tracking information.It told me the parcel was at Stevenagedelivery office. However, I knew that,since our Hitchin office closed last summer,parcels have to be collected fromBrookers, our local hardware shop thatnow holds the post office. I collectedthe parcel there without any problems,and didn’t even have to queue for verylong.’perfect P739 – how to fill it inRoyal Mail is a trading name of Royal Mail Group Ltd. Registered in England and Wales. Registered number 4138203. Registered office at 100 Victoria Embankment, LONDON, EC4Y 0HQ.////Your item is:waiting for you at your local Delivery Office (see reverse of card)in your official Safeplacewith your neighbour atItem number(s):Delivery officer’s initials and duty number:Your item is waiting for you at your local Delivery Office at:OMRoyal Mail Tracked ®Royal Mail Signed ForRoyal Mail Service CentreChippendale House9 Mary StreetSunderlandSR1 3NHTel: 0845 6 112313What to do next:• Collection from Delivery Office: Either you or a nominated personcan collect the item. Please leave 6 hours before collecting.Please bring this card and proof of the addressee’s ID, such asa valid passport; driving licence; credit or debit card; bank orbuilding society cheque book or an official photo ID card.• Redelivery or Local Collect ® service: You can arrange for us toredeliver the item to your address or to an alternative local addressfree of charge. Unfortunately, we can’t redeliver Special Delivery or Royal Mail Tracked ® items to an alternative address. Or you canhave your item taken to a local Post Office ® branch for a small feefor you to pick up using our Local Collect ® service*.To arrange a Redelivery or Local Collect ® service visit:www.royalmail.com/redelivery* visit royalmail.com for pricesPlease note: we will keep items for a period of 18 calendardays before returning them to the senderIf you are deaf or hard-of- hearing and have access t oatextphone,please call 08456 000 606.www.royalmail.com/redeliveryParcelPerishable itemcould not be delivered because:a signature is required it’stoo large//®//unable to gain accessplease note this was an attempt to redeliver as requestedPaul’s summaryAG 4314 0078 6GBDM 177HOURS:MON, TUE, THU, FRI7.30am – 6.00pmWED ONLY7.30am – 8.00pmSAT7.30am – 2.00pm‘Overall, not a bad performance atall. It shows that we get it rightmost of the time.‘But we do need everyone to remember to deliverto neighbours. It’s a great way of delivering abetter service to our customers. It’s what ourcustomers have been asking for, so it’s importantthat we give them what they want.’P739Apr 13 gRoyal Mail, the Cruciform and the colour red are registered trade marks of Royal Mail Group Ltd. Somethin for you ©Royal Mail Group Ltd 2013. All rights reserved.

12 April 2013Did youknow…if we lose or damage a Royal Mail Signed For item, we may be liable for compensation of up to £50.Bullying &HarassmentHelpline0800 587 4777Speak Up(whistleblowing)Report a breach ofour licence or legalobligations to aconfidential externalhotline.Call 0800 097 1131or visitwww.intouchfeedback.com/royalmailDisability Helpline0800 028 6142 oremaildisability.helpline@royalmail.comPensions HelplinePostline 5456 4545or 0114 241 4545(employees)0845 603 0043(pensioners)Human ResourcesRoyal Mail businessunits:Postline 5456 7100 or0845 606 0603/0114241 8890HELPEmployee assistanceservice for freeadvice.Call 0800 688 8777Visit www.rmghelp.co.ukSecurity HelpdeskTel 020 7239 6655 oremailsecurityhelpdesk@royalmail.comContactsHow to get in touchQuestions/ideasto Moya GreeneEmail Justsayit@royalmail.comOr write toFreepost Just Say Itwatch&winPO Box 613, BarnsleyS73 3BBFreephone 0800032 1144Emailwatch&win@royalmail.comCharity fundingsupportEmailroyalmail@charitiestrust.orgTel 0151 284 1221Property& FacilitiesHelpdesk(reporting buildingfaults)0844 800 9191SpringboardDevelopmentprogramme forwomen in nonmanagementgrades.For more information,call Rose Jolliffe on01788 208208(Postline 5926 8208)or email rose.jolliffe@royalmail.comShift into Sportswww.shiftintosports.compasscode: post2012Feeling FirstClasswww.feelingfirstclass.co.ukpasscode: FFC1Royal MailUniformsHelplineRoyal Mail on site0800 731 5137gymsEmail royalmail@ www.dimensions-royalmailfitness.corporatewear.co.uk co.ukprocedures at all times.’CSIS POSTBOX LANDSCAPE MASTER Included_Layout 1 06/12/2012 10:33 Page 1On course for successValuable help... Summer, Nicola andMorissa have benefited from POOBIcourt in the actOur regular round-up of convictionsacross the country. Mick Smith,investigation team manager, says ofthe Alice Hall and Rebecca Scott case(see right): ‘With the help of the police,we will rigorously pursue members ofthe public who target our mail and stealfrom us. Our frontline colleagues can bea huge support to our investigations bybeing vigilant, reporting any suspiciousbehaviour and applying correctNICOLA BRADNICK says she’d struggle toput her daughters through university withouthelp from the Post Office Orphans BenevolentInstitution (POOBI).POOBI offers bursaries for employees who wouldotherwise struggle to pay for their family’s education.Twenty bursaries of £1,200 a year for up tothree years are available in 2013, to help fund afirst degree or equivalent course.Nicola, postwoman at Coventry North deliveryoffice, applied for a POOBI bursary for bothher daughters’ university studies.She says: ‘Morissa is studying zoology at DerbyUniversity and Summer is studying psychologyand criminology at Coventry University. It wouldhave been such a struggle to fund both of them.I saw an article about POOBI in Courier andapplied.‘The bursary has helped so much withAhamed MohammedBADURDEEN, a Christmascasual who stole a mobile atSouth Midlands mail centre,received three months’imprisonment after pleading guiltyto theft by video link atNorthampton Magistrates’ Court.Members of the publicAlice May HALL and RebeccaDorothy SCOTT stole a pouchfrom a postman in Sidcup. Theypleaded guilty to theft inJanuary 2013 at WoolwichCrown Court. Hall received a12-month community serviceorder, 150 hours’ unpaid workand a curfew and electronictag. Scott received a six-monthprison sentence, suspended fortwo years, and a curfew.Jabur HISAN, a postmanfrom Great Barr delivery officewho delayed and destroyedpostal packets, pleaded guilty tocriminal damage and intentionalexpenses such as books. I don’t know what we’ddo without it.’The bursaries don’t need to be repaid.Students must provide evidence of registrationand academic performance.POOBI offers a similar scheme to familiessupporting a young person through vocationaltraining such as an apprenticeship.POOBI was set up by Post Office staff in 1870. It relieson subscriptions from employees and pensioners andthe interest and dividends earned from its financialassets, together with support from the Civil ServiceInsurance Society Charity Fund.Find an application form and more information atwww.poobi.org or send a self-addressed label toPOOBI (Bursaries), 2nd Floor, Royal Mail Islingtondelivery office, 5 Almeida Street, London N1 1AA.delay at BirminghamMagistrates’ Court on 5 February2013. He was sentenced to sixmonths’ imprisonment.Martyn PLATTS, apostman from Wombwelldelivery office, stole postalpackets. Platts pleaded guiltyto theft, intentional delay andcriminal attempt at SheffieldCrown Court on 28 February2013, and received 12 months’imprisonment.SAVE UP TO25% OFF*HOME INSURANCE forRoyal Mail Group peopleand their partnersWe believe in giving youvalue for money andquality cover withoutthe EXTRA costs.POLICY TYPE CSIS - Clearchoice LV - Home SAGA - EssentialBuildings Limit £500,000 £1,000,000 £500,000Contents Limit £60,000 £15,000 to £150,000 £50,000Home Emergency Cover INCLUDED Extra ExtraMonthly Payments Interest Free 0% APR Extra 22.8% APR Extra 22.9% APRAdministration Fees FREE Extra ExtraCall 0845 6077444 or visit us online www.csis.co.uk/royalmail(*available to new customers only. Based on your personal risk and claims information)NOWTHAT’SWORTHCOLLECTINGCivil ServiceInsurance SocietyCSIS competitor analysis. Conducted November 2012.CSIS is authorised and regulated by the Financial Services Authority. Underwritten by Royal & Sun Alliance Insurance plc (No:93792).

email courier@abcomm.co.ukWatch weekly For daily news, visit myroyalmail.com t@RM_COURIERApril 2013 13Careering aheadThumbs up... Craigsays the websiteis straightforwardDo you know where to find outabout job opportunities in the business?All our internally advertised vacanciescan be found at www.royalmailgroup.com/myjobYou can access it from any laptop,computer or mobile device.You can search for a specific job youhave heard about, look at all the jobs inyour area or search by role type or businessunit. You can also set up job alerts tobe notified when a new job that matchesyour criteria becomes available.World Class Mail (WCM) championsupport Martyn Norman, based at Glastonburydelivery office, applied for hisrole on the site. He was previously apostman at Taunton. He says: ‘The applicationprocess was easy. I would recommendthe website to anyone who wantsto progress in their career. It is definitelyworth it.’Craig Sampson, at Cardiff North deliveryoffice, adds: ’The website is pretty straightforward.You are kept updated on yourprogress every step of the way, and I got avery swift response to my application.’Recommended... Martyn rates the siteKindle surpriseA head startfor treatmentNatalie Walker was delighted with the results of treatmentgiven to her son Callum thanks to a grant from TheRowland Hill Fund.Natalie was a postwoman at Darlington for five years, where herhusband John and dad Kevin Boyle still work.She says: ‘Callum needed a special helmet to correct a distortionof his skull. I have no doubt that without the grant for the treatment,he would still have the problem.‘Callum is in nursery now and doing very well, despite the ongoingHirschprung’s diseasehe suffers from.He spends a coupleof days every monthin hospital to dealwith his health issues,but he is a lovely,happy boy and hardlyever lets things gethim down.’Happy family… Kevin, Natalie,Callum, John and Jack WalkerDo you or someone you know need help?The Rowland Hill Fund supports Royal Mail Group staff, pensionersand dependants in times of need. Call them on 0800 6 888 777 thenchoose option 4, or visit www.rowlandhillfund.orgHealth kickOur health fairroadshow is making itsway around the countryagain, offering colleaguesthe chance tomeasure their wellbeingand discover newways to improve it.Staff can get their eyes tested,check their blood pressureand weight, have a fullhealth report on body fat andBMI and metabolic age by abody analyser.There are also stalls fromhealth and wellbeing organisationsincluding SlimmingWorld, Vision Express,Halfords, Prostate CancerUK, NHS Stop Smoking andQuadrant Catering.Feeling the pressure... Maxinehas a blood check fromKevin DuffyHome Counties North mail centre postwoman MaxineNewell says: ‘The health analysis was really helpful andgave me some useful exercises for the future too.‘The report gave me much more information than going tothe doctors and just having my blood pressure tested does.’In the next 18 months, the health fair aims to visit every site.Winning smiles... Trevor and Derwinwith delivery office manager Jacqueline LennoxCompetition among delivery staff is beingencouraged by Northern Ireland’s Watch&Winteam. They’ve been promoting the employeereward scheme and encouraging everyone tofind new business leads and customers by offeringKindles as prizes.Derwin Campbell and Trevor Kennedy from BelfastEast delivery office were two of the winners.Derwin says: ‘I saw a competitor delivering to abusiness and completed a Watch&Win card. I wasdelighted to win.‘I think Watch&Win helps everyone because it securesnew business and gives us job security.’Trevor says: ‘I took details of parcels delivered tomy home and my family’s homes from competitors.I sent an email to Watch&Win advising the name ofthe company posting the items. I was happy to win aKindle and it’s a nice surprise for my wife’s birthday!’Fancy cashing in through Watch&Win? Call 08000 32 11 44or email watch&win@royalmail.com for more informationSpectacular eventsfor Royal MailemployeesCSMA Club will be hitting the road in 2013bringing some of the UK’s most excitingnational events to a location near you.Here’s a just taste of what’s to come!CSMA ClubBIG WEEKENDSaveup to33%16 - 18 August, Thruxton Circuit,AndoverCSMA Club’s own summer motoring festival• Adult tickets from £7.50• Free karting and 4x4 sessions• Kids 15 and under are freeSaveup to10%SILVERSTONE CLASSIC26 - 28 July, Silverstone Circuit,NorthamptonshireThe world’s biggest classic motor racing festival• Save up to 10% on public prices• Exclusive VIP hospitality area• Live Music and family entertainmentPAGEANT OF POWER14 - 16 JuneCholmondely,CheshireGREAT YORK SHOW9 - 11 JulyGreat YorkshireShowground, HarrogateSaveup to20%Saveup to11%BRISTOL BALLOON FIESTA8 - 11 AugustAston Court Estate, FREEBristolRoyal Mail employees can join CSMA Club for just £18 a year and save up to 30% on entry to national eventsVisit: csmaclub.co.uk/royalmailgroup Call: 0800 856 7711 Quote ‘RMEVE’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. R22-1N-Mar13-Courier13_0040_Courier 1/3pg_FINAL.indd 1 14/03/2013 14:23

14 April 2013Soap-er way to raise moneyCast and crew from ITV soap Emmerdale pitched theirfootie skills against a team from York delivery office to raisemoney for a local hospice.Postman Andy Day organised the event, including kitsponsorship and prizes donated by local businesses.Andy says: ‘There was really bad snow on the day, so someof the actors couldn’t get here, but we did have two of theshow’s stars and some crew who made it.‘It was a fantastic day, despite the weather. We raised£3,000 for St Leonard’s Hospice – and it was a 3-1 win to us!’Fundraising day a sweet successFooty fundraisers… DarylBateson and Jade Hessayfrom York delivery office withJames Hooton (who playsSam Dingle), Luke Roskell(who plays Sean Spencer)and Jack Downham (whoplays Noah Sharma)Generous staff at Loughboroughdelivery office raised £730 for ComicRelief.Homemade cakes and sweet treatswere sold alongside cups of teaand coffee for £1. A small‘café’ was set up in the enquiryoffice for customersto buy a drink and slice ofcake.Thumbs up... ChrisPlowright was amongthose joining inHowever, the rafflewas the highlight of theRinging up the total... Sheffield staff on callWhat a Relief!People from our HR Services teams inWolverhampton, Chesterfield and Sheffieldjoined friends, family and colleaguesfrom Chester vehicle service centre toDid youknow…day, with ticket sales raising around£400. Among the top prizes was aweek’s holiday in a static caravan,which one of the team donated.Late shift supervisor John Fitzgeraldsays: ‘The bake sale and rafflewere a great success and we weredelighted with the amount we raised.‘I’d like to thank everyone who wasinvolved, including colleagues whomade cakes and family members whohelped run the event.’Our team covered one of the 150pledge centres across the UK, set up atour HR Services site in Sheffield. Theyanswered 70 phone lines from 6.45pmto midnight and processed more than£63,000 of donations. Sheffield colleaguesthemselves raised £570.take donations for Comic Relief 2013.CSIS COURIER HALF PAGE 2013_Layout 1 21/03/2013 11:26 Page 1we are proud to deliver a free of charge service to our armed forces undertaking operations.It’s a government decision, whether Royal Mail is under public or private ownership.More of your fantastic fundraising feats for a variety of good causes, including Prostate Cancer UK, our charity of the yearSilence is goldenChatterbox Tony Rossmanaged to keep quiet atwork for a whole week.The Nottinghamdelivery driver’ssponsored silence raised£420 for ProstateCancer UK, which will bematched by thecompany.Tony says: ‘People arealways telling me to stopbeing so noisy, so Ithought I’d take up theoffer for a worthy cause.Thank you to everyonewho contributed.‘Obviously I stilltalked to customers, butI was quiet all the time Iwas in the office. It wasso hard! There wereplenty of times I reallyhad to bite my lip.’Wheeling in to town… Rhys,Sonny, Bill Bailey, James and MarkBike ride fits the billComedian Bill Bailey, who’s a Prostate Cancer UKambassador, dropped in to congratulate four fundraisersas they completed a gruelling bike ride.Sonny Ram, James Barton, Mark Thompson and RhysBradley – aka The Wheel Thing – are all on our graduatescheme. They decided to cycle 180 miles from Cardiff toProstate Cancer UK’s HQ in London.‘Before this, we cycled to work, but that was about it,’says Sonny. ‘We had to do three months of training. Itwas hard, but we’ve raised £1,200 so far, which thecompany will match.’The cyclists set off from Cardiff at 9am on Thursday androlled into Hammersmith at 11.30 the following morning.Shhhh… Tony surprised colleagues the morning after hissponsored silence by dressing up as mime artist Marcel MarceauRunning upthe totalNovicerunnerSaraDimmerraised£1,740forProstateCancer UKafter battling herway around a 13-milecourse.The recruitmentadviser completed theAdidas Silverstone HalfMarathon in an impressivetime of 2hrs 18mins.She had never runfurther than six milesbefore.Sara says: ‘I was reallynervous before the race,but I enjoyed every stepand it was an amazingexperience.‘A massive thank you toall my colleagues, friendsand family members whosponsored me.’In July, Sara will takepart in another halfmarathon, and she hopesto run in the 2014 LondonMarathon for ProstateCancer UK.No Gimmicks! & No Confusion!Just leading the way with great value Motor InsuranceCivil Service Insurance SocietyFor Royal Mail Group and their partnersour features and benefits include:• Free monthly direct debit option• Cover if you are hit by an uninsured driver• Inclusive roadside breakdown cover...experience the differenceCall our UK based Sales Team on:0845 6077444www.csis.co.uk/royalmailDirect debit option is subject to status. 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email courier@abcomm.co.ukWatch weekly For daily news, visit myroyalmail.com t@RM_COURIER‘She smiled when she saw me andI knew I’d done the right thing’flying highIan McAndrew may be a postman on the Isle of Wight bytrade, but his work with the RAF has landed him a starringrole in the air force’s Official Annual Review 2013.MY other life‘Back at home...Kathleen with GerrardOne weekend each month, I join the 4624(Movements) Squadron at RAF Brize Nortonin Oxfordshire. I am responsible for the loadingand unloading of cargo to and from aircraft.As an RAF movements reservist, I was asked to provide aninsight into my role in the squadron by featuring in a Day in theLife article.I joined the reservists as I wanted to try something completelydifferent. It’s a great way to meet a lot of different people fromall walks of life. There is great camaraderie within the squadronwhen everyone gets together once a month.The senior aircraftsman role requires specialist knowledge ofprocesses and equipment. I completed a two-week residential militaryskills course at RAF Halton and further on-the-job training.Reservists can be deployed worldwide, and I will soon spendthree months supporting operations in Afghanistan.I’m proud to be going on tour and I’m looking forward to theexperience.ADVERT 20/3/13 15:17 Page 1DELIVERING A great service toour customers day in, day out,our postmen and womentend to notice anythingout of the ordinary.Gerrard Goring, fromWoolton delivery office,has a 93-year-old customer– Kathleen Pellick – on hiswalk, and he noticed somethingunusual about herhouse one day.‘Normally, she leaves herporch door unlocked and I leaveher mail on a unit so she doesn’t haveto bend to pick it up,’ he says.‘I realised that the lights and TV wereon but there was no sign of her. I rang thedoorbell and knocked, and then heard agroan come through the letterbox.’Worried, Gerrard called the police, andtogether they managed to force the dooropen. ‘She’d had a fall upstairs and hadbeen there overnight. She smiled when shesaw me. I was made up that I’d done theright thing.’As a result of Gerrard’s action, the womanwas able to return home from hospital underthe care of social services. She now hascarers visiting twice a day.April 2013 15THat was the month that was on myroyalmail.comWhat you may have missed on your employee website...Scaling the heightsDaniel Carter, based at Rathbone Placein London, is climbing Jebel Toubkal inMorocco, North Africa’s highest mountain(4,167m/13,671ft) in winter conditions. It’sall in aid of our charity of the year, ProstateCancer UK.Sophie celebratesA postbox painted gold to mark the achievementsof British equestrian Paralympicmedal winner Sophie Christiansen has nowbeen adorned with an official plaque as well.Sophie’s postbox is uniquely situated on thecampus of her university, Royal Holloway.Raising money, helpingfamiliesStuart Cant, automation maintenance engineer atHeathrow Worldwide distribution centre, hasa son with several disabilities. In September,Stuart will be swimming 2.4 miles, cycling 112miles and running 26.2 miles all in one go, toraise money for the disability charity Scope.Got a smartphone?Scan the codes to catch up on what you’ve missedcongratulationsColleagues who are celebrating 40 years’ service:• Stephen Baguley, North West regionaldistribution centre• Trevor Banks, East London vehicle operationscentre• Stephen Brearley, Stockport delivery office• Stephen Castle, Southwark delivery office• Alan Cook, Knowle delivery office• David Cowen, Blaydon-on-Tyne delivery office• Thomas Cunningham, Evesham delivery office• Trevor Drury, Moortown delivery office• Alan Fenn, Glasgow contact centre• James Ferguson, Aberfoyle delivery office• Ian Fraser, Winchester delivery office• Kenneth Gray, Whitehaven delivery office• Bob Hamnett, Bramhall delivery office• George Johnston, Perth distribution office• Frank Jones, Barnsley delivery office• Mervyn Jones (50 years), Bangor delivery office• Balbir Lall, Mount Pleasant mail centre• Derek Masters, Uckfield delivery office• Paul McGreevy (50 years), West Londondelivery centre• Mark McGuinness, Ramsgate delivery office• Brian Milne, Edinburgh mail centre• David Morris, Scottish distribution centre• Neil O’Flaherty, Dover delivery office• John O’Malley, Edinburgh South delivery office• Christopher Scott, Batley delivery office• Duncan Stewart, Arbroath delivery office• William Stringfellow, Preston mail centre• Robert Walker, Wakefield delivery office• Michael Williams, Chelmsley Wood delivery officeExclusive to Royal Mail Employees & Their Families

16 April 2013Did youknow…the substantial majority of the parcels growth will be in Royal Mail’s core networkgeneralCourierterms & conditionsUnless otherwise stated, thefollowing terms and conditionsapply: 1. Prize draws andcompetitions are open only toCourier readers who are UKbasedRoyal Mail employeesover the age of 18 or UKbasedRoyal Mail pensioners.2. Closing date for receipt ofentries is Friday 24 May 2013(unless otherwise stated). Onlyone entry per person. No thirdparty or bulk entries. Entriesmust include entrant’s name,home address and contactdetails such as telephonenumber or email address. 3.No responsibility can beaccepted for entries incomplete,delayed, wrongly delivered,damaged or not receivedfor any reason. Proof ofposting is not proof of receipt.4. Prizes must be accepted asoffered and are subject toavailability. No cash alternativeor cash difference will beoffered and prizes are nottransferable. Values of prizescorrect at time of going topress. 5. Winners will be notifiedby post 28 days after closingdate. 6. Winners of prizedraws are the first namesdrawn at random or the firstcorrect entry drawn at randomby an independent person afterthe closing date. 7. If a prizeis not claimed within threemonths of the closing date, aredraw will take place. 8. Promoter’sdecision is final. Nocorrespondence will be enteredinto. 9. Entry implies acceptanceof these rules. 10.The promoter reserves theright to substitute a prize ofequal or greater value, if necessary.11. Winners’ details areavailable 28 days after closingdate. Send an SAE markedPrize Draw/Competition Resultsto Courier, AB PublishingLtd, 24-26 Great SuffolkStreet, London SE1 0UE. 12.Winners may be required totake part in publicity for promotions.13. Promoter is RoyalMail Group Ltd, 100 VictoriaEmbankment, London EC4Y0HQ. 14. Neither AB PublishingLtd or Royal Mail are responsiblefor any third partydirect marketing or third partyoffers or services. 15. Prizesupplier may want to contactyou directly for marketing purposes.If you would like to unsubscribefrom marketingmail, please contact prize supplierdirectly. If you do not wantto receive further informationfrom the prize supplier and youenter by post, please write ‘no’on your postal entry. If you dowant to receive informationfrom the prize supplier and youenter by email, please write‘yes’ in the subject line of youremail 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.Alan TownsendYou’ve been framedThings to remember when gettingready for your wedding. Weddingdress – check. Suits – check. Flowers– check. Buttonholes – check.Best man – check. Copy of latestCourier – check!Shane Pulling is pictured on hiswedding day in Cuba, with fellowSherborne postie and best man GlennNathan slightly distracted by the latestnews in the background. That takes someplanning – a worthy winner!We hope Adam Pujdak, part-time postmanat Teddington, doesn’t get the humptoo much about not winning this time. Buta great photo of Adam and trusty steedfrom the Pyramids.We head to the Angkor Wat complex inCambodia next, the world’s largest religiousmonument, where Alan Townsendfrom Truro mail centre is showing one ofthe Buddhas an issue.Damian Waterhouse, postman at WestPark, Plymouth, is also a Territorial Armysoldier. He’s pictured catching up onCourier at the Royal Logistical Corps SkiChampionships at Ruhpolding, Germany.And Ian MacRae, postie and deputymanager at Tain, Scotland, is pictured atSensoji Temple in Tokyo, Japan. ‘It wasthe trip of a lifetime,’ he says. ‘I backpackedfor 10 days. It was an adventure Ihad wanted to do since leaving university,and I finally got to do it just before my40th birthday.’Damian WaterhouseShane Pulling & Glenn NathanAdam PujdakWINner!Ian MacRaewin!get a springin your stepIt’s spring – although you’dnever know it from the weather.But you could be doing a verydifferent sort of chilling outcourtesy of Courier.Four lucky winners will get thechance to rejuvenate themselvesthis spring with a relaxing spa breakworth up to £200.To be in with a chance of winning,simply answer the questionbelow, and email your answer tocouriercompetitions@abcomm.co.uk putting Spa competition in thesubject box, or on a postcard to Spacompetition, 24-26 Great SuffolkStreet, London SE1 0UE. Please rememberto include your name,home address and a contact number.Entries need to be in by Friday24 May 2013.Q: Which British spa townis home to the bestpreservedRoman bathsin the world?The one4all CrosswordBag yourself a £10 One4all gift cardin our crossword competitionNameHome addressPostcodecluesWe have 10 £10 gift cards up for grabs. Once again you’ll find some helpwith your answers to the crossword within this issue of Courier. Post yourentry to April crossword, 24-26 Great Suffolk Street, London SE1 0UE to arrive by24 May 2013. See above left for full terms and conditions.Across5. This roadshow is offeringcolleagues the chance tomeasure their wellbeing (6,4)7. Attorney (6)8. Damon Albarn’s group (4)9. Vientiane is this Asiancountry’s capital city (4)10. Competition involving agroup of sports teams (6)11. A very small amount (4)12. Rugby code (5)13. Musical about an orphanand her dog (5)14. Strong-flavoured Italiancheese (10)Down1. Public discussion about anissue (6)2. Politician in the 10 GreatBritons line-up (5,6)3. Prince of Wales (7)4. Football manager in the 10Great Britons line-up (4,7)6. Composer in the 10 GreatBritons line-up (7)8. Weapon for shootingarrows (3)10. Area in an airport forpassengers (6)13. Tool similar to an axe withan arched blade (4)February’s answersAcross4 Oven. 6 Pride And. 7 Dens.10 Ejector Seat. 11 Sun. 12Film Unit. 15 Car. 16 Website.19 Bow. 20 Movember.Down1 Prejudice. 2 Edict. 3Lanolin. 4 Odds. 5 Etna.8 Eels. 9 St Andrews. 13Uni. 14 Ice. 15 Cub. 16WCM. 17 See. 18 Tub

email courier@abcomm.co.ukWatch weekly For daily news, visit myroyalmail.com @RM_COURIER April 2013 17Best ofBritish Telegram talesThe telegram messenger boy was ished with the decrease in telegrams asone of the most popular positions in the 1970s andthe Post Office’s history.1980s passed.Around 65 million telegrams were Although thedelivered every year in the 1930s, time of themostly by foot or on bicycle.telegram hasWith parental approval, boys under gone, the British17 were allowed to be trained to operatePostal Museum &motorcycles – an opportunity that Archive (BPMA)proved incredibly popular with the has preserved ayouth of the time.bright red BSAThey would go on to operate some Bantam, a vivid reminder of theof the most iconic machinery in Post times, which can be seen at theOffice history, including the BSA Museum of the Post Office in theBantam and Raleigh Supermatic. Community, at Blists Hill VictorianThe need for motorcycles dimin-Town, Shropshire.LateststampsStamps out on 16 April celebrate10 Great Britons whose birthday anniversariesfall in 2013.They include football legend Bill Shankly,composer Benjamin Britten, actor PeterCushing, former prime minister DavidLloyd George and actress Vivien Leigh.Completing the line-up are journalistand broadcaster Richard Dimbleby, fashionphotographer Norman Parkinson, archaeologistand anthropologist Mary Leakey,politician and civil rights campaigner JohnArcher and cookery writer Elizabeth David.There’s a presentation pack about theirlives written by journalist Nigel Fountain.Andrew Hammond, managingdirector of our stamps and collectiblesteam, says: ‘We hope the stamps will serveas a lasting tribute and encourage peopleto remember these people’s significantcontributions to our Great British way oflife.’www.royalmail.com/greatbritonstOwn a set of four postcards featuringphotographs, original artwork of a GeneralPost Office poster and a souvenir telegramspecially produced by the BPMA for just£2.50, with free postage and packaging justfor readers.Order online at www.postalheritage.org.uk/postcards (enter discount code CRMSSR13from the archiveat checkout), by phone on 0207354 7272, or post by sendinga cheque made payable to‘Postal Heritage Services Ltd’to BPMA Product Sales, Room309, 5 Almeida Street, LondonN1 1AA.Offer valid until 31 May 2013.Specialreaderofferwww.partnersprogramme.co.ukLOGIN: RMGROUPROYAL MAIL EMPLOYEE BENEFITFinance finance *Corsa Energy 1.0i 12v ecoFLEX 3dr£139 per month **with £750 Vauxhall deposit contributionOffers end 1 st July 2013 so to find out more about our great Partners Programme offers, simply visit: partnersprogramme.co.uk and use the login: RMGROUP,call the Partners helpline on 0844 875 2448 or visit your nearest Vauxhall Retailer.www.partnersprogramme.co.ukWARRANTY 100,000 MILEOfficial Government Test Environmental Data. Fuel consumption figures mpg (litres/100km) and CO2 emissions (g/km). Corsa 3dr Energy 1.0i 12v ecoFLEX:Urban: 44.1 (6.4), Extra-urban: 65.7 (4.3), Combined: 55.4 (5.1). CO2 emissions: 120g/km.*Available on selected models only, at participating Retailers. Refer to www.vauxhall.co.uk/offers or contact your local Vauxhall Retailer for details. Finance subject to status. Terms and conditions apply. Applicants must be 18 or over. Guarantee / Indemnity may be required. Financesupplied by either Vauxhall Motor Finance RH1 1SR or Vauxhall Finance, PO Box 6666, Cardiff, CF15 7YT. Offer will apply to Vauxhall Associate Partners only. All other customers are excluded. Offer available on orders or registrations before 1 July 2013. **Corsa £2,585 customerdeposit (after deduction of Vauxhall contribution) followed by 60 monthly payments of £139. Vauxhall Partners includes all employees and pensioners of nominated companies and their nominated eligible relatives. Vauxhall Partners discount is in addition to all other retail offers,and is applicable to the vehicle, factory fi tted options, number plates and delivery. We reserve the right to change or withdraw any aspect of the Vauxhall Partners Programme without prior notice. Vauxhall Lifetime Warranty covers lifetime ownership of first registered keeper,100,000 mile limit. Terms and conditions apply. Correct at time of going to press 07/03/2013.

letterboxParcels vpacketsCARSAffinity LeasingUp to 40% off a new car.User name: royal Password: MAILTel: 0845 057 5750Visit: www.affinityvehicleleasing.comHollyfield BenefitsDiscounts on car servicing, tyres orrepairs. Annual membership required.Quote: rmail01.Tel: 0845 130 6001Visit: www.roadserve.co.ukVauxhall Associate PartnersProgrammeDiscounts on a wide range of newVauxhall vehicles.Quote: RMGROUP.Visit: www.partnersprogramme.co.ukHEALTHbenenden healthHealthcare from £1.80 a week.Tel: 0800 414 8242Visit: www.benenden.co.uk/courierCS HealthcareBuild a healthcare plan to suit you.Tel: 0800 917 4325Visit: www.cshealthcare.co.ukSimplyhealthHelp with medical, optician and dentalcosts.Quote: CRO100.Tel: 0800 731 3486.Visit: www.simplyhealth.co.uk/royalmailROYAL MAIL PRODUCTSRedirection and KeepsafeTwo months’ Keepsafe and up to twoyears’ Redirection – free.To apply: Ask your managerSmilers stampsGet 10% off sets of Smilers (paperand telephone orders only).Quote: 11JHA.For more info, visit: www.royalmail.com/smilersSHOPPINGApple Employee PurchaseProgrammeUp to 17% off some gadgets.Visit: http://store.apple.com/uk/go/eppstore/royalmailstarlettersJOINTwinnersAfter reading Nick Landon’s contribution inyour February issue, I would like clarification onRoyal Mail products.I deliver letters, packets and very occasionally a parcel,although my colleagues in vans deliver a few more.Mr Landon informs us that packets are no more andthat we handle parcels. Royal Mail deciding to rebrand itsproducts is not in itself a problem as long as it is introducedwholesale and with clarity.My point is, I leave P739 cards advising customers thatthere is a ‘packet’ for them at the office, and Royal Mail has apricing structure that includes ‘letters, packets & parcels’.If Royal Mail only wants to deliver parcels and the oddletter, they should re-fashion the P739 cards and withdrawpackets from the pricing structure.Philip Padgett, postman, NewarkBunches flowersSave 10% on blooms by post.Quote: RMAILTel: 0800 626 249Visit: www.bunches.co.ukCycle2workSave tax and NI on a new bike.Username: rmguser. Password:rmgbenefit.Tel: 0845 077 8850Visit: www.cycle2work.net/employeeseFloristSave 15% off flowers with eFlorist.Quote: RM12Tel: 0808 161 1380Visit: efloristatwork.co.ukJoe BrownsGet 15% off men’s and women’sclothing.Quote: MAR916.Tel: 0113 270 6655Visit: www.joebrowns.co.ukKaspersky LabInternet security products for up to50% less.Quote: Royalmail25.Visit: www.kaspersky.co.uk/royalmailChangeon thecards?I’ve read in Courier thatwe are now meant to beusing ‘parcels’ as that’s whatcustomers are familiar with.Nick Landon went one stepfurther by stating we nolonger talk about packets.Does this mean Stroudoffice is using old stock P739cards, as we talk daily about‘packets’ to our customerseach time we deliver thesecards?I agree with using the wordparcels instead of packets, butif so, we need to remove allreference to the word fromour stationery.Rob, Stroud delivery officeNick Landon, MD of ourparcels business, replies toboth letters:We have indeed changed our productrange and pricing structure for parcels,as you’ll have heard. The changes camein on 2 April. Read more about this onpage 7.We have printed a new P739 card thatsays parcel instead of packet, togetherwith the rebranded Royal Mail Signed Forservice, which launched this month aspart of the parcels product changes.The new card was introduced on 2April and is being phased in, as andwhen stocks need replenishing, butwe don’t like to waste money so we’llreplace them as soon as the currentstock runs out.Money-saving offers and help when you need itKey: Employees onlySport & LEISUREAirport Parking & HotelsA 10% discount on parking at majorUK airports.Quote: RMAIL.Tel: 0844 871 7521.Visit: www.aph.com/rmailcottages4you10% off holiday lets.Quote: STAF10.Tel: 0845 268 1335Visit: http://www.cottages-4-you.co.uk/royalmailCSMA ClubDiscounts on leisure retreats, liveevents and motoring benefits.Visit: www.csmaclub.co.uk/royalmailgroupDavid Lloyd LeisureGym membership and free trials.Tel: 0844 848 4737Visit: www.davidlloyd.co.uk/employeeofferEnglish HeritageFree entry for colleagues and family toImage-consciousWhile I appreciate the need to save money,why do we have to hire plain white vans to fillgaps in our fleet?My delivery office has two at present.Customers don’t see the company image and Idon’t feel like I represent Royal Mail deliveringmail and parcels in a non-distinctive vehicle.Brian Williams, postman, Dunblanedelivery officeRichard Wiggins, head of commercial, Fleetand Maintenance Services, replies:We use hire vehicles for short-term fleet needs, suchBands on the runJust read your article “Reuse your bands.” Touse them once would be a bonus, but to usethem twice would be a miracle!The bands provided are of such lowquality, the suppliers must be rubbing theirhands that the Royal Mail buyers are sogullible.By the way, I take great pride in my walkbeing clear of spent bands, collecting any“strays” daily. I have reported the waste ofmoney to my line manager, but news neverseems to flow upwards.David Baxter, Slaithewaite delivery office,HuddersfieldPrice bandsOn reading in the February Courier about the10% reduction in rubber band use, it broughtback memories of when I (now retired) used towork in Accounts Payable more than 10 yearsago.I still remember one particular company,called Imporient, that Royal Mail paid asignificant amount to in a single financialyear just for rubber bands.It would be interesting to know how muchis now being spent on rubber bands.Christopher Jones, retired employeeEmployees and pensioners280 English Heritage sites by showinga work pass.Quote: EHCORPRM13.In addition, staff can claim 15%discount at English Heritage onlineand onsite shops.Visit: www.english-heritage.org.uk/support-us/corporate/corporatemembershipor intranet for a list offree-to-visit sites.HoseasonsDiscounts on holidays.Quote: mail.Tel: 0844 561 8502Visit: www.hoseasons.co.uk/royalmailHovertravel50% discount off standard adult andchild period returns, day returns andsingle tickets.Tickets only available on day ofpurchase at Hovertravel terminals.Company ID (Royal Mail pass)required to receive discountedfares. Discount eligible for the staffmember plus one and subject toavailability.Merlin EntertainmentUp to 55% off entry to topUK attractions.Quote: Royal Mail.Tel: 0871 222 4001as covering unserviceable vehicles or until a newpurpose-built red fleet vehicle is available to replacevehicles that have been written off. Hire vehicles oftenfill the gap while new programmes are being deployedor at times of seasonal demand such as Christmas.We are continuing to invest in new red fleet, andover the coming months you will see a substantialnumber of new replacement vehicles brought intoservice. This includes increasing the number ofreserve vehicles, and the first of these was deliveredin March.We are also looking at how we can replace vehiclesthat are written off faster – exploring a mixture of newvehicle financing and delivery options (that minimiseour spend) that would further increase the number ofvehicles that proudly feature our brand.Royal Mail on site gymsVisit: www.royalmailfitness.co.ukRoyal Mail Sports FoundationHelp with sports kit and training.Please email for further information.Tel: 0845 600 9665Email: sportsfoundation@royalmail.comShift into SportsContract-free, discounted fitnessfacilities.Quote: post2012.Visit: www.shiftintosports.com/royalmailgroupSUPPORT FOR YOUChildcare Voucher SchemeSave up to £904 per parent, per year.Quote: S462321D.Tel: 0800 612 9015Visit: www.kiddivouchers.comDisability HelplineFor disability-related issues.Geoff Hibberd, senior procurementmanager, assets and clothing, replies:David, it’s great to hear you are one of the manypostmen and women who take pride in keeping yourwalk clear of dropped bands. It is through your effortsthat we have managed to reduce the amount thecompany spends on replacing them. We could makefurther savings and improve our environment if everyonedid the same.Samples of the bands are tested to check they meetour specification and should all be suitable for reuse.There are two sizes of bands, and breakages can beprevented by using the right size band for the bundle.Christopher – we spend less now than we have inrecent years, but it’s still a lot – all the more reason tomake sure we reduce littering!Tel: 0800 028 6142 or throughRNID Typetalk and BT Text Direct.Email: disability.helpline@royalmail.comFeeling First ClassVisit: www.feelingfirstclass.co.ukPasscode: FFC1HELPFree 24-hour independent andconfidential advice for colleagues.Tel: 0800 688 8777Visit: www.rmghelp.co.ukPOOBIFinancial help for hard-pressedemployees with children.Tel: 020 7239 2295Visit: www.poobi.orgRowland Hill FundFor those in financial hardship.Tel: 0800 688 8777Visit: www.rowlandhillfund.orgVolunteer/fundraiser supportFor colleagues raising charity cash orvolunteering.Tel: 0151 284 1221All letters printed win a £25 One4All gift card, with a £50 gift card for eachmonth’s star letter. We try to include as many publishable letters aspossible, but due to space we are unable to publish all of them.Snow jokeOn Saturday 23 March, Leek Road, Stoke,we were informed that there would be nodeliveries.I’d walked to work and when I got homeI walked my dog. I had no problem walking.The majority of posties would have preferredto have gone out on delivery as opposed tobeing kept in the office until 1.10pm.It’s easier to walk on snow than on ice.On the Monday when there would bedouble mail, the snow would by then be ice.Why don’t management stop deliveriesin heavy rain? Mail gets soaked, visibility ispoor etc.The public complain about Royal Mailenough as it is, yet we give them morereasons to do so.John Isaac, Leek Road delivery officeShouldering the loadIt’s two years since we had our deliveryrevision at Littlehampton delivery office, andwe are now being told in team brief sessionsthat we can carry bags on our shoulders.Does this mean the revision that wasbrought in to take weight off our shouldersfor health and safety reasons has nowended? If this is the case, does this mean wewill soon be getting bikes back?I look at all Royal Mail publications andcannot see a single article about now beingable to carry bags on shoulders, so wouldlike to have some clarification on thismatter.I would also like to bring up a point aboutthe Walk Risk Assessment Platform (WRAP).Nearly two years after the revision we donot have the WRAP information on quite afew of the walks in our office. How has thishappened? We were told that our safetycomes first!Gary Burgess, postman, Littlehamptondelivery officeRichard Moor, delivery revisionprogramme manager, replies:One of the primary objectives of the deliverymodernisation programme is, as you say, to takeweight off the shoulders of our people throughnew delivery methods like the high capacity andlightweight trolleys. The change is vital as it helpsus deliver the increasing volume of parcels, our keygrowth area, in a safe and secure way.Once an office has deployed the new methods,they should always be used. New delivery roundsare planned on the basis of using the appropriatemethods – so reverting to other approaches will notbe as effective or efficient, and does not represent thesafest option.Walk Risk Assessments are a core ‘business asusual’ standard. They are reviewed and updated aspart of the revision process, but all offices must havethe appropriate risk assessment documentation inplace and maintain it. For individual delivery walks,this may be a standalone document or incorporatedas part of the walk log documentation. Any personperforming a delivery needs to have access to the riskassessment and walk log information associated withit, so they can deliver safely and securely.I will pass on the points you have raised, but pleasecontinue to work with your local delivery and safetyteams to ensure standards are met and maintained.Shaun Davis, Group director of safety,health and wellbeing, replies:It’s about being responsible employers and valuing ourpeople’s safety.Walking to work and walking the dog is differentto using a trolley or handling mail. Footpaths androadways are usually cleared or salted or havealready had traffic going through, so snow is less ofan issue – this is not always the case when walkingup the path to a customer’s property.Managers must take individual decisions based ona local risk assessment. There’s no one size fits all asconditions will be different at different locations. Ofcourse we ask managers to be sensible, as you say, butwe don’t take chances – we err on the side of caution.Safety is our number one priority.Our focus is the safety of our people while deliveringmail. The severe weather risk assessment is not justfor use in snow and ice – it can be used for a variety ofweather conditions, for example in sun, heavy rain andhigh winds. So while mail may get wet, the priority is tolocally assess whether it is safe to make the journey.No time tokeep upRoyal Mail andParcelforce are so farbehind thecompetition intechnology that theyhave not got ‘severalyears’ to bring in 100%tracking on parcels, asNick Landon suggestswill be needed in February’s Courier.If I order anything online and one ofthe competition delivers it, I’m sent anemail telling me which day it will arrive,and sometimes given an hour slot forthat delivery.If Royal Mail delivers it, I receivean email that says it will be deliveredin three to five days. The longerthis disparity goes on, the less likelycompanies will use Royal Mail to delivertheir goods.Alan Bishop, retired employeeNick Landon, managing director ofour parcels business, replies:Parcelforce Worldwide already tracks all parcelsand has text messaging and email capability thatmatches the best of the competition. In RoyalMail, we already have this with Royal Mail Trackedand will have on Special Delivery this year.For the rest of our parcels, we handle as manyas every other UK carrier put together, so it will takesome time to design and build the systems that cancope with that many parcels.We also deal with far more customers thanother carriers; Hermes, for example, has around120 business customers, whereas we havehundreds of thousands of customers we will needto convert to using the new systems.However, we’re starting now and will do this asquickly as possible. In the meantime, we are stillgrowing faster than the market. Tracking all parcelswill help us to grow even faster, but we want tomake sure that our systems are right first. We’llonly get one chance to impress our customers; it’sall too easy to lose customers by rushing new ITdeployment, as many other carriers have found out,so we will do this in a controlled way.LETTERBOXEmailcourierletters@abcomm.co.ukwrite to Courier letters,24-26 Great Suffolk Street,LONDON SE1 0UETEXT COURIER TO 80800(MAX 160 CHARACTERS)Please include your homeaddress with your letterYou said,please make yourletter no more than100 words and aboutone clear topicthey actedFollowing your feedback we will update you on some of theissues you’ve raised in previous lettersIn the driving seatGlaisdale postman Brian Wagstaff asked abouttorn drivers’ seats in a lot of vans.Head of commercial, Fleet and MaintenanceServices, Richard Wiggins provides an update:‘The wear is from the constant loading/unloading on the seat cushion from the highnumber of stops and starts.‘We have advised all our vehicle service centresabout the issue and how to test for it – not justrips and tears, but also foam in the seats that’sbecome flattened and offers reduced support.‘We’ve made sure that our suppliers haveparts available for any affected vehicles, andthat our maintenance checks specificallyinclude this when vehicles come in for aservice.’Keep on improvingIn December 2012, our star letter included a suggestionfrom Nottingham postman Adie Jackson. Adie suggestedcarrying cards telling customers about our Keepsafeservice that postmen and women could pop through thedoor of properties where mail is left unattended.Basirat Bello, regulated services product manager,says: ‘This is a great idea and I am keen to action it.We are putting it into early development this month,although what comes out of this project might vary fromthe original suggestion. It’s early days, but it is beingtaken forward and we’ll be able to feed back once theidea goes before the Operations Change Control board.’Assessing the awardsIn the January 2013 issue, Ian Barnesfrom Sheffield mail centre wrote into praise the National Safe DrivingAwards scheme we’re piloting with theRoyal Society for the Prevention ofAccidents (RoSPA). It’s being trialled atseveral locations in the West region.Lisa Durrant, head of fleet safetyand compliance, West region, says: ‘Wewant to demonstrate real benefits overa period of time, so at this point we’restill at the pilot stage. I’ll be looking atthe benefits and statistics, and takingfeedback from drivers, in the comingmonths, so Courier will keep youupdated on progress.’Ragout to come

Men willoften sticktheir heads inthe sand whenit comes totheir healthLit tle can make alot of differenceStuart Little is the first specialist nursethat our charity partner Prostate Cancer UKhas funded thanks to your generosity. He’saiming to make a big impact…How does it feel to be the first Prostate CancerUK nurse?It’s really exciting. I’m looking forward to providingcare and support for men across Glasgow.What do you think about the fundraising workof Royal Mail people?It’s fantastic that staff have really got behind the fundraisingdrive to support Prostate Cancer UK.Tell us about yourself…I’ve been a nurse since 1987. I’ve worked in variousroles including oncology, as a specialist nurse inHIV/AIDS, working predominantly with refugeecommunities. I have also supported people with addictions.What will your new role involve day-to-day?I’ll be working in various locations across the city soI reach men and their families affected by prostatecancer in their local communities. I will also workhard to raise awareness about the symptoms ofprostate cancer. We really want to ensure men getadvice and treatment as soon as possible. If canceris diagnosed at an early stage, treatment is oftensimpler and more likely to be effective.How can you make a difference?One of the most important skills a nurse can have isthe ability to listen to what an individual needs. Mymain priority is to give plenty of time to men andtheir families to find out what they really want andwhere. I hope to help improve the service that menare currently being offered.What would you say to men who think thiscancer won’t affect them?Men will often stick their heads in the sand when itcomes to their health, and hope a problem will justgo away. But prostate cancer is the most commoncancer in men, and often there are no symptoms.We also know that when there are potential signs ofsome other kind of prostate problem, some men stillput off going to see their doctor.So I would urge men to find out more about theirprostate and what can go wrong – check out ourwebsite at www.prostatecanceruk.org. Talk to yourGP if you have any concerns. It’s really importantthat men – and women – start thinking and talkingabout this disease as that’s how we can all startmaking a difference.We’ve raisedmore than£800,000for Prostate CancerUK since staffchose them asour charity ofthe year.Anita’s Magic prizeby LISA MOBLEYLucky Anita Frecknall, manager at Horshamdelivery office, enjoyed a behind-thescenesvisit to DJ Neil Fox’s breakfast showat Magic FM.Neil spoke to Courier in our Movember-themed issueabout his personal experience of prostate cancer,which claimed his father’s life. He offered avisit to his radio show as a competition prize, andAnita’s entry was picked out of the hat.Anita says: ‘I’d never done anything likethat before, and it was really interesting to seewhat goes into making a radio show.‘Neil wasreally nice.He chattedto me forages aboutwhat we do.It was a brilliant experience.’Neil says: ‘I was happy to help. The fundraisingRoyal Mail staff are doing for Prostate Cancer UK isphenomenal.’Anita got a surprise celebrity encounter toowhen she met 80s crooner Alexander O’Neal, whoarrived to record an interview for the show.‘I couldn’t believe it!’ she says.Courier chums… Neil and AnitaRay says know the riskFormer England goalkeeper Ray Clemence is oneof English and European football’s mostdecorated goalkeepers. He shares his story…‘I was diagnosed with prostate cancer in 2005after a conversation with the England physio.‘I mentioned that I wasn’t able to pee at mynormal speed and never really felt that I’d emptiedmy bladder properly.‘I was given a Prostate Specific Antigen (PSA)blood test and my levels were slightly raised, but sixmonths later the levels had increased, and twobiopsies confirmed that I had prostate cancer.‘I decided to have the prostate removed followedby six weeks of radiotherapy. I also had hormoneinjections for two years.‘My treatment was successful, but in November2011 I suddenly felt awful and I had a terrible painin my groin. I went back to the specialist and backon the hormone treatment.‘Unfortunately, at a check-up in November 2012I discovered the cancer had returned, and I am nowundergoing a six-treatment course ofchemotherapy.‘Now I’m supporting Prostate Cancer UK’spartnership with The Football League to make sureeveryone connected to football – the players, thefans, the staff and the managers – knows aboutprostate cancer.‘Nothing is too embarrassing if it saves your life.’A full version of this article appeared in ProstateCancer UK’s first issue of Progress magazine. You canread the full interview on myroyalmail.comTo find out more about the football partnership, visitprostatecanceruk.org/football