Royal Mail Courier Summer 2021 by Linney

We’re changing. And it’s working.

Update | Inspire | Celebrate

REINVENTING ROYAL MAIL

@myroyalmailuk

myroyalmail.com

@myroyalmailuk

A fresh look and hi-tech upgrade for the new era

SUMMER 2021 Results round-up

Our future

Destination: St Ives

Our focus on growth, trust and customers

New PDA put through its paces

The coastal postal crew on G7 duty

WIN! Luxury night in Falmouth worth £350

AMAZING FEELING

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Full details about the scheme can be found at mybundleplus.myroyalmail.com. The benefit is available to current, permanent Royal Mail Group employees only, subject to eligibility and availability. The Dining Out Gift Card Prize Draw: terms and conditions apply, please visit zenith.co.uk/prizedraw for more details.

SUMMER 2021

WELCOME SUMMER 2021 COVER Claire Gratrix from Ellesmere Port Delivery Office, in Cheshire, photographed for Courier on Friday 28 May 2021. Claire’s wearing the new female Royal Mail uniform and carrying one of our new PDAs.

GET IN TOUCH Share your feedback and stories. CALL 0800 7922 5673 EMAIL courier@linney.com WRITE Courier, Linney Create, Adamsway, Mansfield, Nottinghamshire NG18 4FW TEAM Paul Smith – Editor at Royal Mail Damon Parkin – Editor at Linney Create PRINTING PCP, Haldane, Halesfield 1, Telford, Shropshire TF7 4QQ MAILING MAMS, 4 Middleton Grove, Leeds LS11 5BX DISTRIBUTION To notify HR of a change of address, employees should email HRSC.Personal.Data@royalmail.com or write to The HR Service Centre, Pond Street, Sheffield S98 6HR Pensioners should write to: Pensions Services Centre, PO Box 5863, HRSC, Pond Street, Sheffield S98 6AB ADVERTISING To advertise in the next edition of Courier, email royalmailadvertising@linney.com for details of availability, suitability and rates. Courier is delivered to c.145,000 homes four times a year.

Trust and teamwork will power positive change Team, I’m writing this three weeks since our full year results were announced. We had a very positive reaction to what we said we’d do; it’s now down to us all to do it. We’re making super progress. Quality is now back on track to be where we want it to be. Over half of our delivery offices have already hit the year-end Quality of Service First Class target – thank you. Our CWU agreement implementation is also going very well. We’ve already implemented 109 of the planned 1,286 revisions. Fairness is at the core of this – soon you can be much more confident that the workload is evenly spread. We’ve accelerated parcel automation and are working with suppliers to pull forward installation. But it’s not just about new equipment, it’s also about improving our ways of working. The team in Swindon can sort 92,000 parcels per shift. It would be great to see this performance everywhere. On automation, we need to go faster than we’ve ever gone before. I was in Bristol with the local mayor on the day we launched our first fully electric final mile delivery office. We’re committed to around 3,000 additional electric vehicles. Terry Pullinger from the CWU joined me to meet the team in Bootle,

FAIRNESS IS AT THE CORE OF OUR AGREEMENT IMPLEMENTATION.

I met our award-winning technology team in Chesterfield and visited the stamps and collectibles team in Edinburgh. And many more brilliant teams besides. I look forward to meeting more of you across the UK. We’ve returned to the FTSE 100 for the first time since December 2018, following a significant rise in our share price over the last 12 months. That’s a big sign of confidence in you. But all of this is worthless without trusted relationships everywhere. So, I’m very pleased that 66,413 of you took part in The Big Trust Survey. Thanks for sharing your honest views. An overall Trust score of 62 demonstrates there’s work to do. I want us to get to an average score of 70 this year. Did you know that 400 of our offices are already at 70+, with a good number scoring over 90? We can do it. We just need to do it everywhere. Unfortunately, there’s an enormous difference between the very best and the least good sites. There’s a big opportunity to share learnings between teams so we can all move forward together. Together we’re reinventing Royal Mail for the next generations. Our tools for the job are changing. Our ways of working are changing. Our relationships are changing. We’re changing. And it’s working. SIMON THOMPSON CEO Royal Mail

Some photographs in this edition were taken before the business implemented the standard to wear face coverings indoors.

myroyalmail.com

THIS ISSUE

AT A GLANCE

Welcome The key difference between this issue and our spring edition is the rising prominence of Workplace – and I’m delighted with the response to our new Courier group. Our collaboration platform and social media tool is taking off in a big way – and that includes the Courier group. Search Courier in Workplace to share your thoughts about the magazine and submit stories. Find out more about Workplace, including how to access your account, on page 43. Also, throughout this magazine, look out for the Workplace icon pointing towards extra content. Of course, for Courier, the conversation starts right here with this, our summer issue. There’s plenty to flick through, before picking up your smartphone to tell us all about it on the new Workplace Courier group. Indeed, this issue is very much about the new as we demonstrate that ‘We’re changing. And it’s working’.

10 NOW AND NEXT A review of our financial results and a focus on a future built on trust, growth and our customers.

40 A CHANGE IS AS GOOD AS ARREST Meet a pair of postiepolicemen swapping their rounds for the beat.

DES

Safely enjoy the summer sun and happy reading!

TION: ST IVES IT NA

DESTINATION: ST IVES

PAUL SMITH Editor paul.smith9@royalmail.com

Summer 2021

URIE

2 R SUM MER

Meet the coastal postal crew on G7 duty in Cornwall.

JOIN THE WORKPLACE CHAT Workplace is connecting colleagues across Royal Mail – from the CEO to our frontline. Join the thousands of Royal Mail people already communicating, debating and collaborating. Visit myroyalmail.com/workplace to find out more and download the Workplace by Facebook app to get started. And join the Courier group to comment on our stories – or share your own.

26 DAWN OF A NEW PDA Bradford postie and Courier correspondent Chris Robbins hits his round with a new handheld device – and delivers his verdict.

36 SOMETHING FOR YOU Win a luxury Falmouth break, Paul McCartney Special Stamps and One4all gift cards.

WIN!

25 SURF’S UP Discover how Royal Mail Relay’s helping surfwear brand Saltrock grow sales – and enjoy an exclusive Courier discount.

35 A POST PANDEMIC WORLD The Postal Museum appeals for our mementoes and memories of Royal Mail life in lockdown.

USING QR CODES Use your smart device’s camera to scan codes throughout this edition of Courier for more features and interviews.

iPhone users with iOS 11 or later Open your camera app, frame the QR code and tap the link. Earlier versions of iOS may require a QR reader app.

Android users If your device doesn’t have a builtin QR reader, download and open a QR reader app and point your camera at the code.

C OUR IE R S UMME R 2 0 2 1 C OUR IE R S UMME R 2 0 2 1 C OUR IE R S UMME R 2 0 2 1 C OUR IE R S UMME R

I TOOK THE PDA FOR A TEST RUN. I WAS READY TO POUNCE, WITH HARSH CRITIQUE DANGLING FROM THE TIP OF MY TONGUE.

Uniformly excellent Delivery colleagues across the South West and South Wales are now able to place their new uniform orders – joining thousands of postmen and postwomen in Yorkshire and the West Midlands who have already completed their order capture. The Royal Mail ‘Performance Wardrobe’ range features male and female fits. It’s the first uniform upgrade for more than a decade and is based on extensive research and feedback from our people. From July to November, a further 70,000 colleagues from across the country can apply – ahead of orders being open for indoor and fleet teams, drivers and engineers at the start of 2022. The new uniform can be ordered on the People app, through your line manager or by visiting https://detail.dimensions.co.uk/Royalmail

Courier Editorial Panel Chris Robbins Bradford Delivery Office Kamil Sterniczuk Stafford Delivery Office Laura Cornish Mossley Hill Delivery Office Paul Stewart Hedge End Delivery Office Read our panel’s contributions throughout this edition, online at myroyalmail.com and on Workplace. Want to be part of the Courier team? Email courier@linney.com

COURIER CATCH-UP Browse previous issues at myroyalmail.com/ courier or by scanning the QR code. This edition will appear online around three weeks after it’s been delivered. myroyalmail.com

LIVERPOOL. TUESDAY 18 MAY, 2021 For millions of people around the world, Liverpool is the birthplace of The Beatles. My delivery office covers L18 – the Penny Lane postcode. For me, Liverpool is home. And everyone’s welcome. It feels like the world in one city. There’s a richness of culture, coupled with a relaxed sense of tolerance and mutual respect. Liverpool is both proud and humble. It’s something of a paradox. But this is a city that’s suffered and a city that’s boomed. It’s down-to-earth, but knows its worth. And, today, it feels like we’re booming again. Laura Cornish Mossley Hill postwoman. and Courier Editorial Panel member. Read more from Laura about working as a Liverpool postie on Workplace.

Summer 2021

SUMMER 2021

THE BIG PICTURE

myroyalmail.com

GOOD TO KNOW

ROUND-UP Fairness at heart of SISO roll-out The launch of a new digital attendance tool will make signing in and out of our workplaces easier – while building trust and driving fairness across the network. The ‘Scan In, Scan Out’ (SISO) system has previously been trialled in PRDC, Greenford and Warrington mail centres and is already operating in Windsor, Maidenhead, Sandbach, Northwich, Slough and St Helens delivery offices. “Instead of manually signing in and out, colleagues scan their Royal Mail ID card on a console at the start and end of their duty,” said SISO project manager Zac Churcher. The SISO roll-out is part of our Pathway to Change agreement. We recently agreed the deployment principles jointly with the CWU. Shakeel Salman, a postman at Queen Elizabeth Delivery Office in Windsor, said: “With paper sign-in sheets, we had to queue. Now, with SISO, we just tap and go.”

SIGN OF THE TIMES

THE GAS IS GREENER

SHPOCK OF THE NEW

Royal Mail is in The Times Top 50 Employers for Women list for the eighth successive year.

We’ve added 29 gaspowered HGVs to our fleet as part of our commitment to reduce emissions.

We’ve been chosen as the UK delivery partner for online second-hand marketplace, Shpock.

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There’s something new on the cards New P739 ‘Something for you’ cards are cutting customer confusion and our time on the doorstep. The iconic white and red card now has fewer sections, making it quicker to fill out on walks, and gives greater prominence to the address and simple details about items left with a neighbour or in a safe place. Karen Burch, from Pulborough Delivery Office in West Sussex, was part of a trial and is impressed with the final result. “It’s certainly much simpler now,” she said. “It’s quicker to complete and, as we know, every second

Postal recall

WATCH NOW Scan the QR code to watch One Year On.

Summer 2021

Something for you

Royal Mail Signed For

redelivery

to: > Your address or a neighbo ur. > A local Pos t Office ®*.

Royal Mail people from across our operation – and at every level – have been reflecting on an extraordinary period in the history of our business for a documentary. One Year On features CEO Simon Thompson alongside posties, workshop technicians, operational managers and union reps, sharing memories of key moments in the life of Royal Mail during the pandemic.

.... ........................................ ........................................ :...................... Name:......... ode:........................... .................................. Postc .......... .......... .......... .................... Address:......................... to Use the Royal Mail App ries Total items: rearrange your delive About your item(s): hours. and find our opening started. get Letter Parcel Scan the QR code to : er/other information Item reference numb nteed Special Delivery Guara

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in your Safepl ace:

counts when out on delivery.” Details that would have been included in the removed fields can now be added to the ‘Other information’ box if required. As part of the month-long trial across five delivery offices, colleagues were invited to share feedback before a final version was approved for national roll-out.

WHAT’S CHANGED? Scan the QR code to watch operations development director Ricky McAulay discussing the changes on Workplace.

GOOD TO KNOW

ROUND-UP

ART OF THE CITY

Postie Steve a poster star York postman Steve Ralph is among 11 key workers celebrated on artwork displayed across the city. Steve, based at Birch Park Delivery Office, joins a teacher, doctor, street cleaner and others on posters honouring local heroes of the pandemic. The Guardians of York exhibition is a collaboration between a local gallery and an acclaimed street artist known as The Postman. Steve appears in his Royal Mail uniform in a portrait that also features key words he used to sum up feelings of pandemic life during an interview with the artist. “It’s humbling to be part of a project that puts Royal Mail shoulder-to-shoulder with key workers who are out there every day saving lives,” said Steve.

Forum for change Make your opinion count by taking part in a project encouraging you to speak openly about our business and your role. The next Employee Forum, in July, is a chance to help shape the future direction of Royal Mail. Scan the QR code to find out more.

SHARE YOUR STORY Search Courier on Workplace and let us know what you’re up to.

Visit myroyalmail.com for the latest news myroyalmail.com

THE BIG STORY

NOW AND NEXT AUTOMATION FOR THE NATION Parcel sort machines in action at Jubilee Mail Centre in Hounslow.

We’re changing... and Building trust on the doorstep and among ourselves will help us build on encouraging results, allowing us to invest in and grow the business, helping existing customers and winning new ones. We’re not out of the woods yet, but we’re making a start. Here’s how… The business is transforming, giving us the opportunity for growth Closing the gap Growing parcel volumes demonstrate our need to deploy more automation. Currently, we only sort 33% of parcels automatically. We must reach the industry benchmark of 90% as soon as we can and our new hubs will add around 15% when they start operating in 2022 and 2023. Our challenge is to close the rest of the gap within our existing operations.

That’s why we’ve committed to invest in nine more parcel sorting machines (PSMs) in eight mail centres by June 2022, helping bring us closer to 50% of parcels sorted automatically. These will join the 16 mail centres already running 20 machines, moving us closer to 30 PSMs by the end of 2021/22, with four others already being built. Tyneside Mail Centre’s our next to go live. Workplace coach, Jill Campbell, and CWU area processing rep, Tom McCarrell, believe Tyneside is the perfect choice for a PSM. “It’ll be amazing when it starts operating as our parcel growth is immense,” says Jill.

DID YOU KNOW? When we deliver a parcel by foot, our environmental impact per delivery is around 70% less than the next best competitor.

FUEL FOR THOUGHT Bristol East Central Delivery Office now operates our first fully electric final mile fleet. 12

Summer 2021

FUTURE SORTED Tyneside Mail Centre’s Jill Campbell and Tom McCarrell. Tom is exempt from wearing a face mask. Tom adds: “Without a PSM, we’d struggle to handle the amount of mail we’re getting through the door from Amazon. So, in terms of reacting to customer needs in the North East, it’s a massive plus.”

The journey to zero emissions We’re making a series of changes to reduce our environmental impact – something our business customers also want from us. As part of our continued drive to reduce emissions, Bristol East Central Delivery Office has introduced our first fully electric final mile fleet. Its 23 diesel delivery and collection vans have been replaced by fully electric equivalents. And we’ve announced around 3,000 electric vehicles for delivery offices in areas introducing low emission zones.

Trust Growth

Customer

Results

it’s working Going green: good for our business and the planet Marvin Rees, Mayor of Bristol “Businesses need to set an example to other businesses, showing that you can be green, you can decarbonise and you can build nature into your business model in a way that allows you to continue to be successful.” Ben Watts, area delivery rep, Bristol and District It’s the right thing to do. The targets of going carbon neutral in Bristol will only be achieved by big companies like ours going green.” Simon Tovey, postman “The electric van is pretty spacious, which is helpful when you’re loading and unloading, and much quieter.”

MEDICAL MARVEL Our Pharmacy2U same-day operation in action.

Delivering new products and services for our customers We’re innovating to deliver more of what our customers need. We must do more to retain existing customers and win new business. We’ve made a start.

Instant pain relief Our partnership with Pharmacy2U has never been more crucial given the coronavirus pandemic. The online pharmacy ships half a million parcels a month with Royal Mail and has grown by more than 70% in the last year, as people stayed at home and relied on the post for their medication. Now we’ve launched a same-day delivery service together, which aims to give customers a speedy, convenient and secure way to order and receive medicine from the comfort of their own home. It will initially focus on some postcode areas in Yorkshire, which is where the company is based. Chief commercial officer, Nick Landon, says: “This is instant pain relief for those customers. Moving faster means we win more traffic from the competition and grow our business more. That’s our aim.”

Pharmacy2U CEO, Mark Livingstone, adds: “Everyone’s lives are all about getting what they want, as quickly as they can, within a convenient environment and with the very best clinical accuracy. That’s what we’ll offer with Royal Mail.”

Giving customers what they want With the UK’s largest ‘Feet on the Street’ network of over 85,000 postmen and women, we already have the lowest reported CO2e emissions per parcel among major UK delivery companies. That’s a major factor for customers choosing Royal Mail. “Most of our deliveries are made by foot and you can’t get much greener than that,” adds Nick Landon. “If we can help companies share with their customers how green our deliveries are, they’ll buy and ship more items with us.” THG is a technology platform taking brands direct to consumers across the world. It raised £1.6 billion in revenue last year and ‘green’ deliveries are a priority for the business, according to its chief financial officer John Gallemore.

myroyalmail.com

THE BIG STORY

NOW AND NEXT Thank you for being part of it

Building trust on the doorstep  – and with each other We can only deliver on our ambitions with trusted relationships everywhere. Feedback from our Big Trust Survey allows everyone in the business to move forward together and we’re now working collectively to build and deliver local, joint action plans: • WE GO ECO THG’s John Gallemore is on a sustainability mission. “Royal Mail measures postcodes by carbon footprint, which allows retailers like us to override certain rules and parameters that we have in our systems so we can give you more volume, in the areas where you’re more effective,” says John. “We recently developed THG Eco. We can now recycle all of the plastic we generate and have also bought a reforestation supply chain. “We’re looking at partners like Royal Mail and asking: how can you work with us to make these types of solutions happen?”

Parcel Collect We’ll make our doorstep Parcel Collect service easier to use – an estimated collection window, removing restrictions on the number of parcels collected and testing label-free options for customers without a printer. We’re exploring other changes to make it even easier, such as removing the need for packaging altogether.

Summer 2021

66,413 took part

(and our trust index is 62%)

Key areas of focus: • A fantastic 80% of you feel proud to work for Royal Mail Group – that’s four more than the UK benchmark • A huge 81% of you feel trusted to do your job • Just under half of you say you feel valued – focusing on this will be key to improving trust • Only 44% of you feel involved in decisions that affect you and your work •

44% agree there is open and honest communication

• 41% trust the senior leadership of the company

WE WILL OWN TRUST AT THE DOORSTEP BY BEING BRILLIANT FOR CUSTOMERS, HAVING TRUSTED RELATIONSHIPS EVERYWHERE AND BY GROWING OUR BUSINESS. Simon Thompson, CEO

Trust Growth

Customer

Results

Delivering results we can build on Our full year results for 2020/21

Day in the Life

Working with our unions

By the end of October, we’ll have reduced our delivery office managers’ workload from 212 tasks to under 20 – giving them more time to spend with their team and focus on customers.

We’re making good progress implementing the changes we agreed with the CWU last year and will complete our revision activity over the next few months. We’ve also jointly agreed a new productivity measure to make us more consistent, which will help the business grow. CWU’s deputy general secretary (postal), Terry Pullinger, is pleased with the progress being made. “It’s very much aligned to where the CWU is coming from, which is to reinvent this great public service,” says Terry. “We’ve never understood why the business couldn’t be built upon, couldn’t grow, couldn’t be one of the leading players. Our aspiration is to be the best and the biggest. “The agreement had something like 72 commitments that we’ve had to deliver in a short period of time – while still having to do the day job and while we’re still operating in Covid-19 arrangements. I think it’s a massive example of why things are different this time.”

BETTER DAYS AHEAD Anna Limbert took part in the DOM Day in the Life project. Sale delivery office manager Anna Limbert trialled our Day in the Life project with impressive results. “There are hundreds of tasks on a DOM’s list – health and safety, people, finance and much more,” says Anna. “We’ve stripped all of that back so that we can spend that time on the floor with our people because too many tasks end with the manager being sat in the office. I do feel trusted, that the business is genuinely listening and things are beginning to change.”

PLEASING PROGRESS Terry Pullinger says the CWU shares Royal Mail’s aspirations.

highest

revenue growth since IPO

Parcels revenue now greater than letters for the first time

59% of revenue

38 12

Parcel revenue up

% .7 .5 %

Total letter revenue down

Adjusted operating profit of

£344 million

194 UP

Re-entered the

FTSE 100

on 28 May – our first time in the UK’s leading index since December 2018

SCAN AND WATCH Reflect on how far we’ve come with this film highlighting our last 12 months and looking ahead to the future.

DOORSTEP DELIGHT We’re planning to make Parcel Collect an even better service.

JOIN THE CONVERSATION Head to myroyalmail.com/workplace to find out how myroyalmail.com

LANDON CALLING Our chief commercial officer reflects on Royal Mail’s unique status and looks to a future packed with potential.

WITH five different Royal Mail roles in the past eight years, Nick Landon is certainly an advocate for change. Our chief commercial officer, self-deprecating by nature, has had to adjust to life in the spotlight following a string of Royal Mail firsts and key product changes that the media and customers have been quick to respond to.

Summer 2021

THE BIG INTERVIEW

FURTHER & FASTER

NICK LANDON

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INNOVATION COLLABORATION

Two maiden UK drone flights, our first national TV advert for five years, a new parcels collections service, Sunday deliveries and and supporting the Queen’s Green Canopy, marking Her Majesty’s Platinum Jubilee year – and plenty more besides. Importantly, there’s much more to come. “I’ve been here 27 years and I’ve had more than 30 jobs in that time,” says Nick. “I must get bored quickly! You just can’t stand still; you must always look and move forward. Positive change is what defines winning companies and that’s the journey we’re on. But it’s one that we’re only at the start of. We’re making huge strides but there is lots more we can do.”

myroyalmail.com

Look back to move forward First, it’s appropriate to reflect. It’s 18 months since the first UK lockdown, a seismic shift that granted Royal Mail colleagues key worker status. “The way we’ve kept big chunks of the UK working throughout the pandemic, no one else could have stepped in to do that,” says Nick. “Just thinking about how it impacted everyone’s individual lives – suddenly being trapped in the house with a bunch of kids screaming every day, for example, while on the phone talking to colleagues and customers. It must have been so stressful for millions of people. To be able to go online and order a new toy, book or film to keep the children occupied, or a trowel and packet of seeds as people rediscovered their gardens – I think it genuinely kept people healthy in body and mind. “People were worried about how they would get their medication, but we stepped up again and allowed them to order online for a safe home delivery. We delivered and collected hundreds of millions of test kits and items of protective equipment, connecting up all of the surgeries, the care homes, the places where the UK was most under pressure.

Peter Wood, Customer, Liverpool PETER: After Sunday deliveries and drone technology, where does Royal Mail go from here to build upon market share and stand out from the competition? Sunday deliveries, for instance, only put Royal Mail on level pegging. NICK: We’ve some natural advantages we want to leverage. Nobody else has a foot delivery network as big as ours. That means straight away we are far greener than any other network – we think three or four times greener than the nearest greenest competitor we have. Making sure we stand out as being the greenest choice is so important to big customers and individual consumers. We’re going to become even greener. In terms of additional features, we’ve a whole heap planned for our product set this year – a big part will be how we roll out barcoded stamps and the additional service features that come with that. Watch this space for the exciting new launches coming later this year.

Royal Mail is an amazing blend of history and the future. “It underlined how important we are to keeping the UK moving and what a special thing we do.” All of this is vital to Royal Mail moving forward and being able to provide the changes the industry and our customers need from us. We’re heading into a parcelsled future, full of innovative new products and services – all delivered in a more environmentally friendly way. “Royal Mail is an amazing blend of history and the future,” adds Nick. “We’ve been here for 500 years. We were the first postal organisation in the world. Many of the innovations that have rolled out across the distribution world came from Royal Mail. It was a postal executive who built the first computer in Bletchley Park. We invented text messaging. We had the first autonomous electric vehicle running under London with Mail Rail. The list is almost endless. Postcodes, stamps… they feel like ancient history now but were amazing firsts. Our opportunity to do things that touches everyone in the UK is unique. And that, I think, is something that everyone should be excited about.”

GREEN FOR GO Colleagues at Belfast’s Northern Ireland Mail Centre plant an indigenous tree in support of The Queen’s Green Canopy.

Summer 2021

THE BIG INTERVIEW

NICK LANDON Family: Me, my wife and four pugs

Chris Robbins Courier Editorial Panel member and Bradford postman CHRIS: Are drones taking over? NICK: Definitely not. Drones are big, quite noisy and expensive to operate. We don’t expect them to work for most of our deliveries. Where it makes sense for Royal Mail and our people is in the most remote parts of the UK. Our Isle of Mull trial saw us test delivery by drone to a lighthouse with no road going to it. The postie has to walk for 30 minutes, off road, to get to one address, which is incredibly inefficient. Where we can replace that part of a journey with a drone flight it’s better for everyone. Our second trial was the Isles of Scilly, where we currently use expensive flights, that are often cancelled due to fog and bad weather so mail doesn’t get to the islands at all. If it’s a healthcare item – something to help with Covid-19, perhaps – that could be a real issue. We’re testing whether we can replace that flight with a drone that is less prone to interruption from bad weather and provides a better service for customers and that would have no impact on our people.

Film: I’ve got hundreds of favourites. I watched Delicatessen recently, which is one of my favourites Music: I grew up in the 80s. I ask Alexa to play 80s medleys and I’ll sing around the garden or the house, as I work Spare time: I love old cars and I have a couple of those to potter around with

myroyalmail.com

THE BIG INTERVIEW

NICK LANDON Moving up A career with Royal Mail wasn’t in the plan for a young Nick Landon. Graduating in Bristol with an industrial design degree, his first foray into work was running a small business making furniture. Then he found people don’t buy furniture in the summer holiday period, so he searched for a temporary role. “I went to work in the claims centre in Bristol,” he explains. “It was part of a group service function at the time. I was inputting claims. When I started, for at least five minutes, I was the most junior person at Royal Mail. At the end of my three months they said they’d like to keep me on and then later asked me to run the team and then the department!” Two years later, Nick was helping reprogramme its systems, ‘increasing productivity by 1,000 per cent’. It was then, as a junior manager, he had his first formal talent assessment and was told he may have the potential to one day be on the Executive Board.

It’s the fastest pace of change I can ever remember – and all during a worldwide pandemic! While that seemed a distant prospect at the time, it looks like they were right. Before that came a long period with Parcelforce Worldwide, first helping to design and implement its network as it made some changes to move from significant loss into healthy profit, before moving on to product development and marketing. “We’d been losing £1 million a day and, by the time we’d finished, we were the most profitable carrier in the UK and growing market share,” explains Nick. “I worked with a brilliant team across commercial and operations as we did this, turning Parcelforce around from a business that was going to be shut down. “We had no barcodes on items, were a loss-making business, we weren’t structured enough in our operation, without PDAs or automation. We changed it all to be a modern, digitised, parcelfocused business. Then, eight years ago, as we completed the journey we had set out to do in Parcelforce, I was asked to do the same with Royal Mail, beginning with drafting and agreeing a new parcels strategy and accelerating our journey to turn Royal Mail into a parcels business and force to be reckoned with.”

Summer 2021

Laura Cornish Courier Editorial Panel member and Liverpool postwoman LAURA: What’s the most important thing our customers tell us? NICK: A reliable service. That’s the biggest driver of satisfaction, of net promoter scores, and of reduction in customer complaints. Their number one ask is to just deliver an item when we say we will. I have to add a second. And, again, it’s a practical thing entirely in our gift. What gives customers the most confidence is knowing where their item is. We must use the right scan. If we scan something as ‘delivered’ and it hasn’t been, that immediately generates a call, which costs us a lot. It can wipe out all the profit on that delivery round for the day. So, make sure we’re scanning everything where we are supposed to and are picking the right scan type.

THE EXTRA MILE Preparing a drone for take-off at Perranporth Airfield.

FLIGHT PATH A drone is loaded with 100kg of medical supplies and Covid-19 test kits and vaccinations – along with online retail purchases – at Cornwall’s Perranporth Airfield ahead of its 60-mile flight to St Mary’s on the Isles of Scilly as part of our trial of UAV (unmanned aerial vehicle) deliveries.

Pace of change After eight years leading the company’s parcels business, Nick has some pride in what has been achieved. But that inability to stand still means he’ll keep pushing for more. “Two years ago, we passed the threshold of more than 50% of the UK revenue coming from parcels, rather than letters. It seemed almost impossible when we originally said we were going to do that. It has been an amazingly rewarding and exciting journey. “After the management restructure changes last year, I was asked to take ownership of our International, Letters and Parcelforce businesses to bring it all together and make it more efficient by all parts using the same core systems. That’s what we’re delivering now. “In the last year we’ve seen unbelievable revenue and volume growth. It’s the fastest pace of change I can ever remember,

with a constant stream of new services helping us to reinvent Royal Mail for the next generations – and all during a worldwide pandemic! “It’s down to our people across the organisation. From Parcel Collect rolling out, through the inflight redirection changes, Covid-19 test kits, trialling drones, introducing Sunday deliveries in Royal Mail for the first time and developing same-day solutions. What an unbelievable year, in which we have delivered so much. And we’ve come out of it in a really strong position, which gives us a great stepping stone for the future. “And, as I’m sure Simon Thompson would say, it’s much easier to have a conversation with all of our stakeholders about how we’re going to grow, than it is about how we’re going to shrink the number of roles. Maintaining that growth moving forward is incredibly important.”

Terry Johnson Postman, Burnley TERRY: Why aren’t we doing more to advertise our products and services. I look at Parcel Collect – that’s really taking off – we should be shouting about it. NICK: It’s a great question and I agree we should be doing everything we can to promote this service. It’s one we can be really proud of. We ran our first major national advert for five years to promote Parcel Collect and, while we were doing that, the volume almost doubled. We’ve tested a door-drop in three areas and saw another 25% uplift. We’ve grown this service really fast, which is great. We are really keen to continue to grow it and expect it will be a big part of our future product offering.

myroyalmail.com

OUR BUSINESS

STAMP OUT SCAMS

Fighting the fraudsters

Stamp Out Scams aims to help customers stay safe online. Lancashire postwoman Laura Craig reveals the real-life cost of fake messages. You know there’s something amiss when you’re approached at the garden gate by a customer attempting to pay you for a missed delivery. And imagine discovering that one of the customers on your round has been duped into sharing personal information, such as passwords and bank details. Scammers are on the prowl and the risk is on the rise. Customers across the country have been receiving fraudulent texts, emails and calls requesting money for missed deliveries. For some, it can be hard to tell what’s real and what’s not. Falling victim to such an attack can be emotionally distressing. So, it’s important we do everything we can to help our customers avoid being scammed. Our new Stamp Out Scams initiative improves our ability to monitor, investigate and disrupt scams that use the Royal Mail name. It will also give customers a better

Laura’s lowdown With customers seeking peace of mind from our frontline colleagues, Laura reveals scam-tackling tips to share on your round. • If a customer is uncertain of a parcel’s location, advise they should always track it through the Royal Mail website or app. • We will only contact customers with a delivery status update if they’ve ordered an item being delivered by us using one of our Tracked services. We might contact them to let them know we’re holding onto an item

Summer 2021

chance of staying safe online by helping them identify messages that claim to be from Royal Mail or Parcelforce but are actually from scammers pretending to be us. Postwoman Laura Craig, from Barnoldswick Delivery Office in Lancashire, has seen the reality of the threat first-hand. She’s being quizzed about it by concerned customers several times a week. One even shared their bank details by phone – resulting in a fraudulent payment. “It’s scary because the scams can be quite believable,” said Laura. “They’re well-written and customers trust the Royal Mail name, so it carries a real danger. “With parcel volumes increasing, there’s a greater threat from scamming, especially for older customers who might not order online as often as they have during the pandemic.” These fraudsters are trying to lure customers into giving them personal

that has a custom fee applied. In that case, we’ll also put a ‘Fee to pay’ card through their door. If we can’t deliver because they’re out, we’ll leave a P739 ‘Something for you’ card. • Never share bank or credit card details or passwords – explain that Royal Mail will never ask for these under any circumstances. • Advise customers with any suspicions to check out guidance at royalmail.com/ help/scam-protection and report a scam using reportascam@ royalmail.com

information, or making a fraudulent payment. A link in an email or text message takes them to a website which could download a virus or steal personal information. Over the telephone, the approach is more direct, with sensitive information such as bank details often requested. “I’m proud of our reputation as the most trusted delivery company in the UK,” added Laura. “I have a really good rapport with my customers and I want to look out for them.”

LAURA AND ORDER Laura’s behind Royal Mail’s mission to tackle online scams. Scan the QR code for her film about scamming.

SUMMER 2021

JAMIE STEPHENSON WRITES

Fleet of foot The Parcelforce operations director on how innovation is fuelling the journey towards a faster, more efficient operation and a Shorter Working Week.

We’re exploiting technology to close the gap and compete commercially with our rivals.

ROAD TO TRANSFORMATION We’re driving efficiencies and cutting the period ‘from handbrake to handbrake’.

It’s a big summer ahead for Parcelforce as we work together to turn a corner on the road to a profitable and sustainable future. Our strong relationship with CWU and our recent investments in innovation are key to delivering value to our business, quality improvements for our customers and, importantly, enhanced conditions for our people. Every role and all functions – that’s around 6,000 of us across 57 Parcelforce operational locations – will be touched by changes that drive efficiencies and help us meet our commitments on pay and a Shorter Working Week. At the heart of our mission is optimisation of our own ‘red fleet’ and a reduction in our reliance on the casual ‘owner drivers’ – be that temporary agency or courier resources. That involves deploying new technology that helps us to identify and apply improvements. Parcelforce Route Analytics (PRA) educates and updates our routing based on data from previous visits to advise our drivers where to deliver at each location. It’s about more accurately predicting our time to the doorstep and is a souped up

version of outdoor actuals, which is in use at Royal Mail. It allows us to ultimately provide customers with a more precise ETA. Every day is different, so having a clear understanding of the time in transit and how long we need to spend at each location (we call it ‘from handbrake to handbrake’) allows us to optimise our routes, increase our efficiency and improve customer experience. This is critical to us remaining relevant and competitive. Our Parcelforce Route Balancer (PRB) helps us manage day-to-day variations by calculating the time taken for journeys and the workload of delivery and collection activities. It means we’re able to share the work more effectively among our own people before allocating items to agencies or contractors. Parcelforce is recognised and valued by customers, so having our own people delivering regularly to the same customers drives familiarity and builds that all-important trust on the doorstep. So, this year we’re exploiting technology to close the gap and compete commercially with our industry rivals. For those Parcelforce people who’ve been with us for decades, I understand that this is a massive cultural shift. In fact, it’s our most significant change programme since Parcelforce downsized as part of Project Apollo 20 years ago. We are working very closely with the CWU to deliver our roll-out plans of smarter tech across our operation this summer, which will be the driver for our Shorter Working Week across our depots. Thank you to everyone across Parcelforce for supporting this critical period of change. Change of this scale is never easy but change we must to remain competitive and to build a sustainably profitable Parcelforce, long into the future. myroyalmail.com

THERE’S PLENTY HAPPENING ACROSS OUR BUSINESS – AND BEYOND. PULL OUT AND PIN UP THIS 4 US Independence Day 5 5-11 Dog Awareness Week 6

😜 😍👍 17 July World Emoji Day

8 8-11 Goodwood Festival of Speed 9 Bournemouth Pride 10 Bristol Pride Wimbledon Ladies’ Final

😉 😆

11 Euro 2020 final, Wembley Wimbledon Men’s Final

🎾

AUG

JUL

Share your stories, photos and films on our social media channels using #RMCourier

CLEAN FLEET DAY

Bangor Delivery Office has launched a weekly Clean Fleet Day. Every Tuesday, the crew jet-wash and vacuum their vans. It was delivery line manager Stephen Childes’ idea. “Clean Fleet Day really makes us take ownership of our vehicles,” says Stephen. “The pandemic has taught us to work in a clean environment – inside and outside our vans.” Launch your own Clean Fleet Day and share your stories and images in the Workplace Courier group.

12 Bank Holiday (N Ireland)

17 17-25 World Matchplay darts, Blackpool

3 3 July-7 Aug British & Irish Lions tour of South Africa

15 World Youth Skills Day

15-18 The Open Championship, Royal St George’s

18 Formula 1 British Grand Prix, Silverstone 19 20 Eid 21 22

WISH YOU WERE HERE EXHIBITION Saucy seaside postcards evoking memories of childhood holidays are among miniature works of art on display at The Postal Museum. From romance to war, the museum’s exhibition explores the role the postcard has played in connecting people for over 150 years. It runs throughout 2021. Visit postalmuseum.org for more details.

23 23 July-8 August Tokyo Olympic Games

1 Yorkshire Day

24 Northern Pride

27 27-31 Glorious Goodwood Festival

28 29 30 International Day of Friendship 31

2 Bank Holiday (Scotland)

7 8 9 Islamic New Year 10 11

6-30 rgh d E inbu l iv t s Fe a Fringe

SUMMER 2021

SEP

HANDY THREE-MONTH PLANNER AND LET US KNOW HOW YOUR TEAM’S GETTING INVOLVED 30 Sep

HEIDI’S NET GAIN

POOBI’s been serving up support for Wimbledon wannabe Heidi Crncan. The 13-year-old tennis star is ranked seventh in Great Britain for female players in her age group. Dad Tim, an IMP operator at North West Mail Centre, benefited from a POOBI Rising Stars bursary for Heidi’s equipment and coaching. Find out how POOBI could support your young family members at Poobi.org

4 Leicester Pride 5 International Day of Charity 6 7

8 International Literacy Day 9 999 Day 10 World Suicide Prevention Day

12 International Youth Day

11 Last Night of the Proms

12 Great North Run

13 13-17 Project EDWARD (Every Day Without A Road Death) week of action

12-22 WorldPride, Copenhagen and Malmö

14 Premier League season starts 15

29 World Heart Day

30 No Time to Die released

15 Yom Kippur starts

16 17

16-19 Isle of Wight Festiva l

18 19

17 17-21 London Fashion Week

21 World Alzheimer’s Day

24 24 August–5 September Tokyo Paralympics

22 Autumnal Equinox

UK PRIDE 2021

Pride in London returns to the capital’s streets on 11 September. The UK’s biggest Pride is among scores of LGBTQ+ events taking place across the country this year. Scan the QR code for details of Pride activities around the UK. Getting involved? Post your images on Workplace and tag in the Courier group.

27 The Beatles: Get Back released 28 29 29-30 Notting Hill Carnival 30 Summer Bank Holiday 31

27-29 Reading & Leed s Festiva l

23 International Day of Sign Languages

Bi Visibility Day

24 24-26 Ryder Cup, USA

21-26 RHS Ch e Flower lsea Show

LONG-SERVICE LANDMARKS Congratulations to Royal Mail people across the UK marking their 40th and 50th anniversaries with our business. Visit myroyalmail.com/longservice or scan the QR code for a roll of honour celebrating the dedication of our long-serving colleagues.

PICTURE PERFECT Share snaps from your working day for the chance to win an iPad.

WIN!

Anto O’Hara, postwoman from Narberth Delivery Office, was our May winner with this photograph. Get shooting and posting for a chance to win in July.

Monthly prize up for grabs

See page 43 for details of how to join Workplace

Head to Team Royal Mail and use #PicturePerfect with your image and a short description to take part 653383_RM_Picture Perfect_194x123mm_V2.indd 1

09/06/2021 14:01

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TRUST ON THE DOORSTEP

OUR CUSTOMERS

Relay crew making waves Surfwear brand Saltrock’s head of logistics Carl Priscott on how Royal Mail Relay helps this ocean-loving business get the wind in its sales. Our story began 30 years ago when brothers Angus and Ross Thomson started designing, printing and selling T-shirts out of the back of an Austin Allegro in a North Devon garage. I teamed up with them through our shared love of surfing. We now operate a network of 40 stores spanning the south coast – from St Ives in Cornwall to Worthing in East Sussex – offering a clothing range dedicated to family fun and coastal adventures. Five years ago, we recruited Royal Mail Relay to provide a bespoke distribution service to our shops, which would keep our people where they could have their biggest impact – talking to customers on the shop floor. As keyholders for all of Saltrock’s retail outlets, Royal Mail Relay crews handle the complete process – collecting stock from distribution sites in secure vehicles and delivering to every store, out of hours, five days a week. The Royal Mail Relay operation, under the guidance of its south west operations manager Chez Bondonno, is critical in allowing our teams to be 100% focused on delivering a

WATCH Scan the QR code to view the Royal Mail Relay story on Workplace.

Number cruncher

585

Royal Mail Relay colleagues

A loss rate of less than

1 in 250,000 items handled

great customer experience. It removes hassle, reduces operating costs, drives efficiencies and generates more sales. Not one box has been lost since we’ve been working this way. The service is one seamless, bespoke network and would be a big win for any business. While Royal Mail also handles collections and deliveries for our online store, our retail outlets account for 80% of revenue, so it’s important we get this bit of our business right. We’re a strong holiday brand – we encourage tourists to come to the beach locations where we’re based and feel like they’re fitting in with the local scene. We’re passionate about what we stand for and want our people to be spending their time talking to customers about our story. Relay means we can do just that.

ROYAL MAIL RELAY IN ACTION Our out-of-hours dedicated distribution operation delivers to thousands of customer sites – including high street retailers, financial services companies and government. The 24/7 service covers the entire UK and operates through a dedicated network of 10 regional processing hubs, supported by seven discrete local collection and delivery depots. We have access to the largest and best-placed pick-up network in the country, with 1,400 locations available.

EXCLUSIVE DISCOUNT Courier readers can enjoy 20% off their first order over £30 by using the code ROYAL20 at saltrock.com

99%

of deliveries made on time under our Quality of Service targets

BOARD MEETING Relay driver Dave Harrison at Saltrock’s Newquay store.

myroyalmail.com

TAKING ACTION

YOUR VIEW

A PDA in the life

Courier Editorial Panel member Chris Robbins test-drives one of our new handheld devices and delivers his verdict ahead of this autumn’s national roll-out. It’s good. The new PDA is good! I’ve been fairly critical of the old devices. But, let’s be honest, we all have. They crash and they drag and they’re heavy and they’re awkward. And, at times, they’ve genuinely embarrassed me. You’re stood at some doorway in your fluorescent orange coat, hood wrapped around your face, rain dripping from your nose. The PDA decides to die. You have to tell your customer: “Oh, sorry. Just wait outside with me in this horrendous downpour while I spend five minutes rebooting my zapper.” No thank you.

I DROPPED IT. OOPS! BUT IT EMERGED UNSCATHED.

I took the new improved version for a test run and I’ll admit it: I was impressed. Of course, given my experience with the old PDAs, I was sceptical. So, I was ready to pounce, harsh critique dangling from the tip of my tongue. But no, I’ve got nothing. It’s good. To get a bit technical, it has eight times more RAM than the old PDA. Basically, it means it will work eight times better and eight times faster. I can vouch for this. On my test round, I compared it to the old one. It’s just so much faster! This newfound pace will speed up indoor work, too. It’s small enough to fit in your pocket without feeling like you’re concealing a house brick, but it’s also durable. I accidentally dropped the prototype. Oops! It emerged unscathed. 28

Summer 2021

AN ALL-ROUND PERFORMER Chris heads out with his new device.

The upgrade lowdown: new PDA in numbers HEIGHT

155mm (was 166mm) WIDTH

74mm (was 84mm) BATTERY LIFE

14 hours (was 10 hours) MEMORY

32GB (was 1GB) FRONT CAMERA

5 megapixels (was 1.3 megapixels) REAR CAMERA

13 megapixels (was 8 megapixels) Key improvements PDA feedback has dominated Your View since its launch. We’re responding with a multi-million pound investment in new PDAs, which will deploy in the core Royal Mail network this autumn and Parcelforce from January 2022. The new device features enhancements based on feedback from Royal Mail colleagues.

FEEDBACK FROM THE GROUND LEFT TO MY OWN DEVICES Chris checks out the features on the new PDA.

Colleagues trialling our new PDA have been sharing feedback on the Facebook group Trusted by Posties.

And it’s just so pretty. Aesthetically and ergonomically, it’s far superior to the old model. The only two (very minor) cons I could determine were that the new design will take a bit of getting used to and that I didn’t get a chance to test it in the rain. As we know, a splatter of rain was the old model’s arch-nemesis, but I’m told it will be less of a problem now. All in all, I was a happy postie. It’s good.

I had the pleasure of trying the new model on delivery. It’s much more streamlined and lightweight. The software was quick – no standing on the doorstep like an idiot! Really impressed. Looking like a really positive move in the right direction. Lydia Purkis Honestly, it’s a breath of fresh air compared to the current model. Mark Angier

CURRENT PDA

● Up to 14 hours’ battery life ● Improved memory and hard drive capacity for a far more efficient performance ● Lighter, shorter and thinner ● Improved WiFi reception and faster internet speeds ● Enhanced cameras ● Updated maps ● New Android 10 Operating System

NEW PDA

My old PDA crashed twice while I was out testing the new one – which didn’t crash once. Thinner and lighter than what we have now. Hopefully we can do some live collection tests so we can get to see what it’s like. Also, the laser is much better and picks up barcodes easier. Colin Love

JOIN THE WORKPLACE CHAT What do you think? Are you looking forward to your new PDA? Get involved in the conversation on the PDA User Group. Search ‘Your new Personal Digital Assistant’ on Workplace. myroyalmail.com

OUR FUTURE

INNOVATION CENTRE

Virtual Royal-ity HR manager Matt Fox encounters young inventors and engineers on a mission to transform Royal Mail as he embarks on a voyage of discovery through our Innovation Centre. A year ago, this was an empty Wiltshire warehouse attached to Swindon Delivery Office. Today, it’s a hub of hi-tech hustle and bustle. Welcome to the Royal Mail Innovation Centre. Here’s where we’re reinvigorating research and development to reinvent Royal Mail for the next generation of customers and colleagues. Six smart, young university interns are injecting ideas and energy into our transformation journey. They’re experimenting with Virtual Reality headsets that recreate working environments and robots that replicate repetitive sorting tasks. They’re also equipped with good old-fashioned toolboxes – because innovation isn’t always about complex quantum physics. Sometimes it’s simply about good quality engineering. “Our competitors are innovating and we need to overtake them,” says head of innovation Alan Harrison. “So, we’re focused on developing concepts that help us handle expanding parcel volumes and increased demand.”

THROUGHOUT HISTORY, WE’VE BEEN INNOVATORS. WE’RE REVIVING THAT SPIRIT OF INVENTION. DOUBLE VISION James Baker and Alan Harrison are the forward-thinking duo heading up our innovation projects. 30

Summer 2021

PULLING POWER Jude experiments with the Tug Bot.

This doesn’t mean replacing people with machines, Alan insists. “It’s about releasing them from some of our repetitious and unproductive routines to carry out more valuable tasks and drive productivity.” The project’s main architect is Royal Mail’s chief engineer and fleet director James Baker, who joined the business as an engineering apprentice at Guildford Mail Centre over 30 years ago. “It’s the art of the possible,” says James. “Throughout history, we’ve been huge innovators. We’re reviving that spirit of invention.”

JOY OF SACKS Oliver and George working on prep frames that hold mailbags – making sorting simpler.

Collaborative Robot Interns Venecia Benevides and Osian Morris are developing the Collaborative Robot, affectionately known as ‘Cobot’. “Musculoskeletal problems associated with lifting and repetitive strain are a big issue for our people,” says Venecia. The Cobot is a robotic arm, with multiple functions, currently programmed to load and unload mail trays, removing much of the risk of injury. “These robots carry out repetitive activities so people can focus on other tasks – keeping them safe and our operation efficient.”

CALL TO ARMS Venecia, Osian and Cobot.

The Tug Bot Jude Coates is an engineering technical manager overseeing work on container-moving concepts. The Tug Bot is a bespoke robot which can autonomously move yorks and other containers to destinations around a site. “Our containers are custom-made for us, so they’re not industry standard,” says Jude. “We need a bespoke robotic solution to move them.” Jude values the refreshing approach the centre’s interns bring to problemsolving. “Sometimes we need a fresh pair of eyes as they look at things differently from those of us who have worked here longer.”

GET INVOLVED Have an idea for an innovation with the potential for positive impact on the future of Royal Mail? Email innovation@royalmail.com or comment when you find this story on the Courier Workplace page.

Format 2 Prep Frame The brainchild of Bournemouth postman, John Charmin. George Holiday and Oliver Hart are working on a concept that uses hooks to hang mailbags around a standard prep frame, so the postie has enough space and can sort parcels directly into sacks. It’s a simple solution demonstrating that not all innovations need to be hi-tech. The frame will be trialled in John’s home office in Bournemouth.

myroyalmail.com

DESTINATION:

ST IVES

SUNSEEKERS AND WORLD LEADERS With President Biden in town for the G7 Summit and staycation tourists flocking to the Cornish coast, it’s a summer like no other for St Ives Delivery Office. As the sun rises over St Ives, there’s the typical hustle and bustle you’ll encounter in every delivery office. But this is no standard May morning on the Cornish coast – and St Ives is no ordinary seaside resort. “Once you’re out there, it’s stunning. It’s one of the best places in the world,” says postman Gerry Rooney. This summer, St Ives will be welcoming holidaymakers from all corners of the UK. Staycation’s the new vacation as Covid-19 travel restrictions lift. And US President Joe Biden is among the VIP visitors jetting in for the G7 Summit in Carbis Bay.

Summer 2021

The St Ives Delivery Office team is on a mission to keep the mail moving with the spotlight – and, hopefully, the sun – well and truly shining.

Postcard walk St Ives is the picture-perfect jewel in Cornwall’s tourism crown. With sun, sea and surfers in abundance, it’s a dream destination. But for Christine Woodhead, the resident postwoman in the centre of St Ives’ picturesque fishing harbour and seaside town, it’s all in a day’s work. She began life in St Ives working in a small print gallery before forging a Royal Mail career spanning more than 20 years. Christine’s round takes in everything iconic about St Ives, delivering to the vast array of hospitality venues with spectacular sea views, as well as independent shops and holiday homes nestled on the famous cobbled streets. “I get to see the phenomenal sights of St Ives every day and I’m lucky to call it home,” says Christine. “The beaches are fantastic, it’s a beautiful place and everything is here waiting for us on our doorsteps. If you’ve got a family, I can’t think of a better place to be.” The pandemic’s been tough for those who rely on tourism for their livelihoods. But as we head

A DREAM DELIVERY John Cranston (above) and Christine Woodhead on their scenic St Ives rounds.

towards summer’s peak, it’s set to be a bumper few months of sunshine for holiday-starved Brits heading here. “As a postie, things haven’t changed a great deal for us, but so many people have been badly affected,” adds Christine. “This holiday season is a chance for businesses to rebuild. For the Cornwall tourism industry, it’s one of the biggest, most important summers ever.”

myroyalmail.com

The St Ives Delivery Office team has had daily briefings in the run-up to the event, familiarising itself with the Royal Mail Stay Calm initiative to cope in the face of any local demonstrations and holding refresher training to identify any suspicious or dangerous mail coming through the system.

IT’S A CHALLENGING AND CHAOTIC TIME. BUT WE’LL DO WHAT WE NEED TO DO. VIEW FROM THE SUMMIT John Cranston is part of our coastal postal team delivering in Carbis Bay during the G7 gathering of world leaders.

Summer 2021

Gearing up for G7 A mile along the coastline in Carbis Bay, postman John Cranston is anticipating the arrival of the biggest show in town. In the coming days, the eyes of the world will be on this quaint seaside village as it hosts the 47th G7 Summit. Preparations have been vast and complex, with the police on red alert and highlevel security the order of the day – befitting the first high-profile gathering of global leaders for almost two years.

“The key is to be vigilant,” says John, who regularly delivers to Carbis Bay Hotel and Estate, the summit venue. “It’s inevitable that such a major and unique event will have an impact. So, it’s important that we stay aware and keep security at the front of our minds. “It’s a challenging and chaotic time, everything is magnified. But in true Royal Mail style we’ll do what we need to do.” Disruption has included a no-go area immediately surrounding the summit venue with residents and businesses at 150 addresses informed that, for the week of the event, mail needs to be collected from the St Ives Customer Service Point. “We pride ourselves on delivering a high level of customer service, no matter how busy things become,” says deputy manager John Hodges. “We knew the enormity of the G7 and focused on what could happen. The preparation has been extremely detailed, with no stone unturned.”

DESTINATION:

ST IVES

Embracing the creative culture ROCK STAR Postie and author Martin Yelland’s part of the thriving cultural community.

Postman Martin Yelland is the delivery office’s resident artist in a county rich in creative heritage. He’s published two children’s wildlife books with his wife Zoe. The first, Choughs & Chums, was published for his four-yearold son Noah, while the second, Kerra the Kingfisher, is for his second-born Ruan, aged two. Martin’s the author and photographer; Zoe’s the illustrator. His fascination with nature was stirred five years ago while surfing off the west coast of Ireland. The waves went flat and while he sat on the shore, a heron caught his eye. He’s been hooked ever since, capturing wildlife shots with his camera and penning his stories. His next release, Badger Bill, is published at Christmas. “Cornwall is a great place to appreciate wildlife and it’s the perfect spot to nurture your creative instincts.”

Pandemic praise

SCAN THE QR CODE to find out more about Martin and Zoe’s books.

It’s that can-do approach that’s earned the St Ives team regular plaudits. The team landed a Royal Mail CEO Best Small Delivery Office award in 2019 and won praise early in the pandemic from St Ives councillor Linda Taylor. Royal Mail delivered a leaflet to residents detailing lockdown support – with no charge to the local council. “All of a sudden, we went into

lockdown and faced a huge challenge to keep people informed,” explains Linda. “Royal Mail’s immediate reaction was so positive. “The leaflets were delivered to every household within two to three days. This was so vital, especially for the elderly population, and there was never a suggestion that Royal Mail would charge for this. It was a fantastic gesture.”

myroyalmail.com

MY STORY

DOG AWARENESS WEEK

Learning to live without fear An attack left Tim Murray frightened of dogs – including his own. The driver based at Plymouth’s Parcelforce depot recalls his long journey back to physical and mental health. Often, when I’m asleep, I hear a dog bark and I dream I’m being attacked again. I’d been aware of a dog at the property for a long time – but not of the breed or nature. I gave the owner a thumbs up as I spotted him in a nearby field walking two dogs – a Jack Russell and a pit bull-type dog. I was delivering a parcel and, as he made his way to the gateway to collect it, the larger dog paced up and down the fence line until he found a hole big enough to escape. It dawned on me that this dog wasn’t trained – and that it was about to attack. The owner called his name. But it was too late. The dog had already bitten my hand. I was in a world of pain and shock, attempting to defend myself with my steel-capped boots, trying to keep the dog at bay. But the damage was done. I was the owner of a playful sprocker spaniel puppy called Mylo. I began avoiding him in fear of him jumping up or nibbling me. He would cuddle into me, bring me toys and not leave my side. It’s taken me over a year to enjoy the sight of another dog.

Attack the facts Dog attacks on our people dropped by around 30% during the pandemic, driven by a change in operating procedures and less contact at the doorstep. A reported increase in pet ownership during lockdown could lead to an increased dog risk for our posties now. Any new dogs should be entered on our WRAP (Walk Risk Assessment Platform) database. Dog Awareness Week runs from 5 July. Look out for updates and advice on RMtv, myroyalmail.com and Workplace.

I had an operation on the tendon in my hand and was in hospital for several days. I was told to avoid work for a week and only undertake light duties for six weeks. Here’s a tip from one postie to another if you’re concerned about an encounter with a dog at an address you’re delivering to: write ‘Dog at large’ on the item and keep hold of it, take a photo of the dog and report it to management – the owner will complain about non-delivery and the reason can be explained to them. In my case, the owner was cautioned and ordered to keep his dog under control. He was basically given a ‘DOGBO’ – an ASBO for dog owners. The police said it wasn’t in the public interest to investigate. Now, the dog owner has to visit a delivery office to collect parcels – although he still receives letters in a postbox at the end of his driveway that posties access from the security of their van. I often drive past and see the dog in a window. STAY SAFE Step back from the door Avoid petting any dogs on your route Check your walk log or route for dogs, place a yellow sticker on the frame to indicate a dog issue – and keep stickers up to date ACTION AVOID PROCEDURES: Avoid all dogs Value yourself – don’t take risks

PUPPY LOVE Mylo attempts to comfort Tim in the days after the attack. 36

Summer 2021

Observe – be vigilant for dogs and hazards Inform others of the hazard Defend yourself from attacks

THE POSTAL MUSEUM

COVID-19 AND THE POST

Artefacts of life The Postal Museum curator Joanna Espin reveals some of the memories and mementoes shared by the public for its Covid-19 and the Post collection – and invites Courier readers to submit their own. Each item of mail delivered during the pandemic is a window into a personal story of separation, told during the national experience of lockdown. They are private accounts of a shared, public experience and the repeated messages of love are hopeful symbols of resilience. Our Covid-19 and the Post collection explores the changing significance of the post during the pandemic through letters, greetings cards, parcels and packaging. What surprised me most, and humbled me deeply, was how willing people have been to share such treasured items. Many of the greetings cards sent during lockdown and collected by The Postal Museum are handmade.

Your objects and tales Communication has been more important than ever over the past year. And we’re not just talking about letters. Posties like Paul – perhaps like you, too – have been spreading optimism and demonstrating resilience by singing, wearing fancy dress,

“A ‘missing you’ card with three home-made friendship bracelets from my 11-yearold niece.” The trend for home-made cards isn’t limited to close family correspondence. The blue card below was sent to a family’s local postie, Paul.

playing doorstep games and through many other community-spirited activities. In return, many of you have received cards and gifts of gratitude, along with messages of support posted in windows – even chalked on pavements. Were you one of them? The Postal Museum would welcome your donations of cards, letters, posters, photographs, video and audio footage.

We’re inviting frontline Royal Mail people to share their lived experiences from the year when postal workers became key workers. GET INVOLVED Share your story at wecollect@postalmuseum.org

“A simple picture of my daughter’s dog, drawn by our seven-year-old granddaughter, who wrote: ‘This is Beany, he misses you! I love you! Martha, XOX’. It means everything to my wife and me. It proves that children were as emotionally caught up in the pandemic as grown-ups.”

myroyalmail.com

BREAK TIME

SOMETHING FOR YOU

Win!

WIN!

Night of 4-star luxury on the Cornish coast*

Sir Paul McCartney and King Arthur stamp sets

Enjoy an overnight stay at Falmouth’s only 4-star hotel and explore the delights of this captivating corner of Cornwall. We’ll treat you to a night at The Royal Duchy, one of Cornwall’s top spa hotels*. Its indoor pool, fabulous position on the Falmouth seafront and sun terrace with stunning views across the bay to Pendennis Castle make for a relaxing overnight retreat. For the chance to win a short luxury break worth almost £350, just tell us in less than 30 words which story you’ve enjoyed most in this issue of Courier – and why. Email couriercomp@linney.com using ‘Hotel’ in the subject line. Include your name and address – along with your job role and location. Entries must reach us by Friday 23 July and may be published in a future edition.

WIN! One of 10 £10 One4all Gift Cards

CROSSWORD 1

6 7 9

SPRING 2021 ANSWERS: ACROSS 5. Warrington 6. Air Hub 7. Sky 8. Flower Show

12. Crucible 14. CAA 15. Sisters 16. Peg 17. Ace

DOWN 1. Daniel Craig 2. Dilute 3. Aga 4. York

9. Robert 10. Heel 11. Waddle 12. Case 13. Cats

Post your entry to Courier Crossword, Linney Create, Adamsway, Mansfield, Nottinghamshire NG18 4FW or take a photo and email it to couriercomp@linney.com by Friday 23 July.

ACROSS 6. Young seaside males would have made a song and dance about Saltrock (5,4) 7. Howzat? Plumb in front! (initials) (1,1,1) 9. Baby’s noise maker (6) 10. Nincompoop puts his foot in the creamy dessert (4) 11. Treat served up at Wimbledon (10) 13. On course for a transatlantic Cup confrontation (5) 15. Once around the clock (4) 16. Kits, cats, sacks and wives galore coming from the seaside (2,4) 17. Stephen’s oily cooking method (3) DOWN 1. German horse quickens pace with stoppered glass container (8) 2. Double shoot-out success propelled this team to Euro 2020 (8) 3. Nothing tenor Alfie can do with woodwind instrument (4) 4. Capital of Norway (4) 5. Super, punch or goldfish (4) 8. Costner turns protector in 1992 romantic thriller (9) 10. At the numerical Scottish bridge without you (5) 12. Where crime-fighting postie Shane delivers the mail (6) 14. Abominable creature (4)

Name Postcode

Summer 2021

CONGRATULATIONS to Marc Prince and Kristian Hasler, the winners of our spring edition competition – notonthehighstreet gift vouchers.

Home address 38

A UK music icon and a legendary king are among the figures featured in new collections of Special Stamps. We’re saluting Sir Paul McCartney’s recordbreaking career with a set of stamps and souvenirs celebrating eight classic solo and Wings albums. And 10 stamps with beautiful new illustrations interpreting key moments from the Legend of King Arthur are among collectibles honouring enduring tales and key characters. We’re giving away 10 sets of stamps from both issues. Email couriercomp@linney.com using ‘Stamps’ in the subject line. Include your name, address and contact number. Entries must reach us by Friday 23 July. Discover more stamps, souvenirs and gifts – including recent collections celebrating the Wars of the Roses and classic British science fiction – by visiting royalmail.com/shop or scanning the QR code.

*Stay needs to be taken within 12 months of being drawn. Dates are subject to availability. Excludes Bank Holiday weekends. Includes bed and breakfast. Excludes travel costs.

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CELEBRATE THE SUMMER OF SPORT

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BREAK TIME

MAILBAG Readers share tales of Royal Mail life and reflect on stories from the spring edition of Courier. Pioneers, crusaders, rebels and reformers The feature about postwomen of the past brought back memories of my wife Margaret’s grandmother, Eleanora Hornsey (pictured), who worked in the Bracebridge area of Lincoln during the First World War. What an awful time it must have been, delivering heartbreaking news from the front. Steven Thompson Retired postman, Lincoln

Isle of flight The long road back to health Martin’s story touched me as I’ve had Covid-19 and my father-in-law died from it on Christmas Eve. Martin’s recovery is amazing. Emma Spurr Customer service advisor, Dearne

Let’s hear it for the mail females As one of the few female vehicle technicians within Royal Mail, it’s great to hear that we’re growing the number of women in our workforce. Victoria Heffernan Technician, Guildford Workshop

Summer 2021

I enjoyed the story highlighting the innovation we’re exploring for the benefit of our business and customers. Matthew Martin Senior lawyer, Royal Mail Legal, Sheffield

Ballad of a rock star postie A novel based on Chris Robbins’ roller-coaster life, from rock star to postman – via a near-death experience – sounds like an amazing read. Let’s hope it’s published soon. David Lester Driver, West London

OLYMPICS

ROUND TRIP David Jones, postman, Shirley

I’m hoping that, once Covid-19 is out of the way, Simon Thompson visits other DOs and doesn’t stay London-centric – there is life outside of the Metropolis. NEW COURIER Carl Ashley, postman, Kidsgrove

I’m really impressed with the new Courier. A better size and more engaging. I enjoyed having a read this morning. Marina Lussich, senior corporate development and strategy manager

I now save the Courier wrap alongside the magazines on my Royal Mail shelf at home!

Sporting summer

Simon Thompson, CEO

Yes, I will, David – it’s already in the planning. IN THE AIR TONIGHT Gilly Van Rossen, head of air operations, distribution

Incredibly proud of our Air Team. It was great to see the Stansted article in the new-style Courier.

JOIN WORKPLACE Frontline users without a Royal Mail email address were sent a username and password for Workplace in their w/c 22 March 2021 payslip. Weekly paid employees should also receive a reminder in payslips on 20 May 2021. Visit myroyalmail.com/workplace for instructions.

#myroyalmailround... DAVE STAR, BARNSTAPLE I spotted this lamb squeezing through a gate and running towards the main road while I was delivering to a farm. I returned the escapee to its mother.

Paul Stewart, Courier Editorial Panel member, Hampshire postman and London 2012 Gamesmaker It’s Friday 27 July 2012. Leaving the Olympic Park after my first shift as a Gamesmaker at the London Olympics and walking back through Westfield Stratford, I encounter cheerful people talking, laughing, embracing each other and waving the flags of many different countries. London 2012 has arrived. That summer of sport was a great time for London and the UK. It even got people speaking to each other on the Underground. Arriving for my first shift on the day of the opening ceremony – dressed top-to-toe in the memorable purple top, cream trousers and grey shoes – I could sense that something big was happening. I was on the transport team, directing delegates leaving the Olympic Park to their hotels or other venues. I met many interesting people from all around the world, who wanted to share stories of what they’d seen – from Jess Ennis on the track to Tom Daley in the pool, or what medals Team GB had won in the Velodrome. I just felt part of London 2012. The whole of the Gamesmaker family was so friendly. Although I never came across any fellow Royal Mail workers, I’m sure many of them were involved – we love to be at the heart of the action! When I wasn’t working a shift, I had tickets for various events and was outside the stadium in the Olympic Park for ‘Super Saturday’. I’m looking forward to the delayed Tokyo 2020 Olympics this summer. And, who knows, maybe I’ll apply for a Gamesmaker role for Paris 2024. JOIN THE WORKPLACE CHAT Were you a London 2012 Gamesmaker? Find my post on the Workplace Courier group and share your memories of a great summer.

EURO 2020

DESMOND JOHNSTON, TOMB STREET DELIVERY OFFICE, BELFAST My 13-month-old granddaughter Freya’s found my mailbag and rain jacket.

Nick Morgan, Postman, Kilmarnock I’ve written and released a track called Our Moment for Scotland’s Euro 2020 campaign. It’s an indie pop anthem with a nostalgic undertone which I hope will resonate with fans. It’s my first single and I’m aiming to create a feeling of hope, excitement and nostalgia. Search for ‘Nick Morgan Our Moment’ to watch the music video or scan the QR code to listen on Spotify. And look out for my album soon!

SHARE YOUR STORY There’s a £20 Amazon gift card for the writer of every letter or #myroyalmailround post we publish. Write to us at Courier Letters, Linney Create, Adamsway, Mansfield, Nottinghamshire NG18 4FW or email courier@linney.com

EDITORIAL PANELLIST

Join the Courier conversation in our Workplace group. Here’s a flavour of the debate.

MAKING A DIFFERENCE

VOLUNTEER HEROES

Letter of the law We crack the case of a dynamic duo leading double lives as posties and police officers. “You see perfectly young, healthy people relying on a single piece of apparatus to breathe. It’s scary stuff.” Postman Shane Clarke is reflecting on his role as a volunteer emergency response ambulance driver serving on the NHS frontline while the country’s medical teams grappled with a lifethreatening virus. Away from his day job of delivering mail, Barnet postman Shane is no stranger to dealing with critical situations. Stationed at Victoria as a special constable for the London Metropolitan Police, he drives highspeed police response cars in pursuit of vehicles involved in criminal activities. He’s clocked up 18,000 hours of voluntary service over the past eight years and, in 2018, won a Met Excellence Award for Special Constable of the Year. So, Shane was ready to answer the call when the NHS appealed for police officers to drive ambulances to support the national effort in January. “I didn’t hesitate,” he says. “It was vital to help the NHS. The volunteering scheme allowed more ambulances to be out on the road at a critical time.”

Summer 2021

Shane was one of 85 officers – 15 of them specials – involved in the operation, working four 12-hour shifts a week for 10 weeks between January and March. Each police response driver was paired with a paramedic or a clinician which meant that fewer paramedics needed to drive, enabling them to focus on their specialist skills. The operation saved many lives. “I worked on plenty of call-outs where people could have died if we’d reached them any later – so time was of the essence.” With London declaring a state of emergency, hospitals were at breaking point and NHS staff worked tirelessly to meet increased demand during the pandemic. “I’ve seen first-hand the impact it’s had and the hard work of our NHS to keep control of the virus,” adds Shane. “Hospitals were full, with beds taking up space in the corridors. It’s sad knowing that there were people we delivered to hospital who never left. Every person you take to hospital is someone’s friend and someone’s relative; it felt very real.” Now, back to his normal duties with the Met, Shane has fond memories of a testing time and would be happy to step up again. “I loved the whole experience. It was at a time of great need for the country. The NHS was under severe pressure and it felt like our efforts made a huge difference.”

NCY EMERGE T CALL-OU

for the olunteer Do you v r spare es in you cy servic in emergen ory the re your st time? Sha r group. ce Courie Workpla

Officer and a gentleman

TOP OF THE COPS Shane was the Met’s Special Constable of the Year.

When he’s not pounding the pavements delivering to the doors of his neighbours, Accrington postman Gareth Munroe has been supporting his community during the pandemic by serving as a special constable for Lancashire Constabulary. Police work is certainly never dull. I’ve been involved in drugs raids and big football matches. It makes you acutely aware of what’s going on around you and I’ve used that to good effect as a postie. A few weeks ago, I witnessed an assault six doors up from where I was delivering. My policing instincts kicked straight in – I called the crime through and ended up giving a detailed witness statement. I’ve also found drugs in packages going through the postal network. I’m often aware of current police intelligence issues, and can highlight them to Royal Mail managers so that my delivery colleagues can have that extra vigilance out on the round. We come across all sorts of people in the police and it only stands you in good stead. You could be dealing with someone who is having a mental health crisis, an elderly person who wants to report something to us, or groups of kids up to no good. This is what makes it so interesting and why I love it. For me, a good job is defined by going home and feeling like I’ve made a difference. I get a real buzz out of helping people and it’s something I can achieve whichever uniform I’m wearing that day.

DRIVEN TO SERVE Gareth divides his time between the red and blue crews.

I WITNESSED AN ASSAULT SIX DOORS UP FROM WHERE I WAS DELIVERING. MY POLICING INSTINCTS KICKED IN.

myroyalmail.com

THE POSTAL MUSEUM

BACKSTORY

BACK AND FORTH Edinburgh, 1934. A postman checks a bag label from the back of a Royal Mail van in the shadow of the Forth Bridge. Photograph courtesy of The Postal Museum. Royal Mail colleagues are entitled to a free ticket to The Postal Museum – including a ride on Mail Rail. For current opening hours, visit postalmuseum.org

Summer 2021

is now at Royal Mail tform a l p t c e f r e p The es to for colleagu

e t a c i n u comm orate ab l l o c &

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