Adding value to customers

We have finished deploying PDA Outdoor Actuals - the technology that is designed to ensure colleagues have a fair and balanced workload.

As users move around their walks, the technology records their PDA’s position and gives us vital information on our outdoor operation.

Business transformation director, Post & Parcels UK, Ian Jones, went out with Rugby postman, Tim Dawson, to show how the technology is adding value to customers and our people.

‘One of the biggest complaints categories we have in the business is denial of receipt, with customers saying that their item wasn’t delivered,’ said Ian.

‘The beauty of this technology is that we’re able to demonstrate that you’re on the doorstep and you have handed the items over and scanned them at that point in time.‘

Mail processing unit manager, Simon Kirkland, said: ‘A good benefit to the customer is that I’m going to be able to see what time we’re delivering into each area and build the duties around that to make sure that customers get their items on time, every single day.

‘I can also then use this information to create fairer deliveries to make sure that everyone is able to complete their duty within the time.’

Steve Molloy, delivery leader for the South Midlands and East Anglia, said: ‘What’s really fundamental is that our managers have that weekly resource meeting using the PDA Actuals. That’s the way we drive the resourcing to demand.’