The danger of one-size-fits-all
Using new technology to innovate
Traditional layout questioned
Some good design ideas
An alternative to window tabs
Marketing devalues documentation
Royal Mail package delivery
Improving a process
The card used to indicate a time of between 2 and 4 hours before a parcel could be collected or redelivery/redirection arranged. Recently, that time jumped to no less than 48 hours. Seen graphically, you get the scale of this hike :
My regular postman explained that the increase was linked to vehicle movements. They might be able to degrade their efficiency to maybe 24 hours, but 48 hours is hard to understand.
Of course, whilst I may be away from home, a number of my neighbours may not. But it is rare, it seems, for the Royal Mail to use them to take in a parcel. The 'Link' delivery company who also regularly deliver to my road are more proactive in finding someone to receive a parcel. They also automatically attempt redelivery the next day.
The miracles of the Internet allow me to order a book on Amazon.co.uk at 17:00 and receive it the very next morning. But if I am out, I then have to wait a minimum of an additional 48 hours. But this assumes that I can arrange to be in on the redelivery date. In theory, this could be all day, as no redelivery time can be specified. So I tend to arrange for collection from my nearby Post Office. I still have to wait 48 hours, but now have to pay for the privilege. Until recently, there was a 50p charge, presumably to cover Post Office counter staff costs. But now, the charge has been hiked to Ј1.50 :
There seems to be a total lack of forward, long-term thinking in the Royal Mail mindset. If they were to design their delivery process better, then they could minimise the impact on their customers, whilst still achieving a better financial situation.
If the postman still has no luck delivering, he should be given the latitude to ask any visible street residents if they can take in the parcel. If so, he can ask if they would be happy to take in parcels for that customer or others at future times. He would record this on his device for future use. This would start to cultivate a sense of community that would serve to help not only the postman, but the rest of the street.
Underlying this suggestion is a need for a dynamic, empowered, purposeful approach to the business of postal delivery. The improved percentage delivery rates should more than cover the extra time spent trying alternative delivery addresses. More importantly, by cutting out the 48 hours delay, and possible redirection cost, quality and customer satisfaction should feed a positive message back to the senders and increase business.