Red X marks the spot

Enhancements to PDAs are set to go live later this month on 29 July as part of revenue protection’s campaign to ‘put paid to unpaid mail.’

The changes come in a drive to strengthen our acceptance controls at mail handover points.

To ensure that we control access into our network and are paid for all the work we do, all PPI posting documentation must be scanned whenever we accept account customers’ mail. This also ensures that mail required for sampling by revenue protection does not slip through the network unchallenged.

The enhancements mean that PDA users will be automatically alerted when a customer’s PPI account mail is required for sampling, making the Red X process quicker and easier and lightening the load for our busy collections colleagues. This is one of the reasons why scanning all posting documentation is so important.

The PDAs are being enhanced to:

• Be more intuitive for the user when collecting PPI account mail
• Read personalised customer barcodes contained on PPI posting documentation
• Trigger a Red X alert that will identify instantaneously on the PDA when the customer’s barcode on their documentation has been scanned, informing you that revenue protection wish to sample this particular customer’s mail – known as Auto Red X
• Produce a pop-up screen when you select Manual Red X on the PDA, allowing you to provide revenue protection with an indication of what they should be looking for when sampling the mail
• Allow revenue protection to track Red X scans via a new reporting dashboard, which will refresh every 15 to 30 minutes after the scan has been made.

Mail presented by PPI customers without posting documentation at a business collection or customer service point must be politely rejected and colleagues should complete a P6587 card for the customer and line managers.

When collecting from a Post Office branch, we are contractually obliged to collect the PPI mail even if the PPI documentation is unavailable. Remember to Red X this mailing for revenue protection to check.

The enhancements to PDAs come as part of a programme of improvements to collections, including scanning paperwork at enquiry offices, Post Office branches and mail centre receptions. The changes are designed to ensure that we get paid for all the work that we do and will further protect our revenue.