TERMS OF REFERENCE BETWEEN PARCELFORCE WORLDWIDE AND THE CWU REGARDS PHOTO DEPLOYMENT ON DELIVERY
No: 287/2021
For the Immediate Attention of All:
Postal Branches
Parcelforce Regional Organisers
Parcelforce Representatives
Dear Colleagues
TERMS OF REFERENCE BETWEEN PARCELFORCE WORLDWIDE AND THE CWU IN RELATION TO THE DEPLOYMENT OF PHOTO ON DELIVERY
Branches and representatives will be aware that since the start of pandemic in March 2020 signature on delivery has been suspended in Parcelforce. However, 95% of Parcelforce deliveries require a signature and since this approach has been adopted delivery denials have increased by over 50% leading to a significant increase in compensation claims.
During this period other carriers have developed the use of photo on delivery and have reported a significant reduction in customer enquiries, complaints and compensation claims.
The ongoing Covid-19 related restrictions have increased the need for PFW to develop contactless delivery options, which provides proof of delivery and improves the safety of Parcelforce drivers and customers. Equally, there is a growing demand from posting customers to provide evidence that their consignments have been delivered.
Discussions have therefore been taking place with PFW in regard to pilot activity relating to a photo on delivery process, which can be used instead of a signature being required at the point of delivery. A Terms of Reference has now been concluded and endorsed by the Postal Executive, a copy of which is attached for information.
Colleagues will note that subject to the required technological changes being made to the PDA’s the pilot activity is anticipated to commence at Cleveland Depot on the 12th July 2021 and will be jointly monitored via the Table of Success Joint Working Group process, to enable analysis of the outputs from the activity.
Subject to JWG recommendation and National sign off the remaining depots would then adopt the new process from week commencing 19th July 2021.
Depots will be fully briefed on the changes including the following:
Confirmation of the new delivery process and reasons for the change. Drivers will receive training on the new process and using the PDA to capture the photo.
Clarification that photos should be taken of an open door and the parcel only. Photographs should not include an identifiable image of the customer and additional care should be taken in this regard where the parcel is accepted by a customer who may be a minor.
Details that photos will need to be taken for all deliveries to the addressee/neighbour. This is not a requirement at Post Offices.
Confirmation of how to deal with any customers that refuse for an image to be taken at the address (these will be treated in the same way as customers who refuse to sign for items)
The document acknowledges that there may be instances where a customer refuses, or objects to having their photo taken and includes protection for PFW drivers in such circumstances.
Subject to JWG recommendation and National sign off the remaining depots would adopt the new process from week commencing 19th July 2021.
Any enquiries in relation to this LTB should be addressed to Davie Robertson, Assistant Secretary, email: dwyatt@cwu.org quoting reference: 111.06
Yours sincerely
Davie Robertson
Assistant Secretary
TERMS OF REFERENCE BETWEEN PARCELFORCE WORLDWIDE AND THE CWU IN RELATION TO THE DEPLOYMENT OF PHOTO ON DELIVERY
Background
The Table of Success processes have established a structure that strengthens the partnership approach and involves the CWU in the widest set of business issues. Building on this way of working together, the following Terms of Reference support the implementation of changes to help the business deal with delivery enquiries and potential customer claims.
Introduction
Since the start of pandemic in March 2020 signature on delivery has been suspended, with drivers instead entering XP1 in the signature field on the PDA. Since this approach has been adopted delivery denials have increased by over 50%. During this period other carriers have developed the use of photo on delivery and have reported a significant reduction in customer enquiries, complaints and compensation claims.
The ongoing Covid-19 related restrictions have increased the need for PFW to develop contactless delivery options, which provides proof of delivery and improves the safety of Parcelforce drivers and customers. Approx. 95% of PFW deliveries should be signature on delivery and feedback from the PFW commercial team is that they want to introduce photo on delivery at the earliest point, in order that PFW Customer Service advisors can respond to queries from customers who claim that they have not received their parcel. Equally, there is a growing demand from posting customers to provide evidence that their consignments have been delivered.
Subject to the required IT solution being finalised PFW will introduce photo on delivery, to replace signatures, it is currently anticipated that this will take place from 19th July 2021. The photo will assist in dealing with customer enquiries. Initially the photo will be provided to posting customers upon request only. Customer Service advisors will access the image via PDA front-line. Future phases of the project will aim to add the photo to the dashboard so that customers can self-serve.
Pilot Activity
Pilot activity associated to the introduction of the Photo on Delivery initiative will take place in line with our established Table of Success processes via the Resourcing Joint Working Group format.
The change will be deployed to the devices in the last two weeks in June in switched off state.
The process will initially be deployed at Cleveland Depot from week commencing 12th July 2021 and will be monitored for one week by the JWG.
The JWG will collect feedback from depots on the pilot activity and tailor support to address any business or employee concerns that are identified.
It is currently anticipated that the other depots will then adopt the new process from week commencing 19th July 2021, subject to JWG recommendation and National sign off.
Proposed Introduction of Photo on Delivery
We will ensure that depots are fully briefed on the changes, including:
Confirmation of the new delivery process and reasons for the change. Drivers will receive training on the new process and using the PDA to capture the photo.
Clarification that photos should be taken of an open door and the parcel only. Photographs should not include an identifiable image of the customer and additional care should be taken in this regard where the parcel is accepted by a customer who may be a minor.
Details that photos will need to be taken for all deliveries to the addressee/neighbour. This is not a requirement at Post Offices.
Confirmation of how to deal with any customers that refuse for an image to be taken at the address (these will be treated in the same way as customers who refuse to sign for items)
Once the depots/wider business has been fully briefed a change will be deployed to the PDA which after the item has been scanned, will replace the signature with a photo screen.
When the photo on delivery function is introduced, we will jointly monitor via the Table of Success Joint Working Group process, the following:
Actual time taken to take photos; the initial assessment is that it takes no longer than signature. It has been agreed however that should additional time be required it will be added to the current PV’s, although current PV’s will not be reduced as a result of the introduction of this initiative.
Improvement to customer enquiries, obtaining feedback from Customer Experience
Customer feedback
Feedback from depots and identify any improvement opportunities
It is acknowledged that on occasions drivers may get challenged by customers on taking a photo. Where that is the case, we will ask drivers to politely advise the customer that they are requested to take a photo as proof of delivery, but where the customer refuses items will be returned to sender.
It is jointly recognised, that there could be instances where a customer may object or refuse to allow the driver to take a photo. It is also recognised that with SOP’s adjusted due to current social distancing arrangements Drivers may not be able to retain the parcel. Should this arise then under no circumstances should the driver become involved in a confrontation with the customer. The driver should however report the incident to the De-briefer on return to the depot. The driver will not be held responsible for the customer behaviour in such circumstances.
Any questions of interpretation, implementation or application of this Terms of Reference shall be referred to the signatories as a matter of urgency and will be dealt with inside the provisions of the appropriate industrial relations framework.
Jamie Stephenson Davie Robertson
Parcel Operations Director CWU Assistant Secretary