Red all about it

Following the introduction of the Auto Red X alert to PDAs last year we saw a sharp decline in the handover of Red X customer mail to Revenue Protection. 

There has been a focus on the Red X process over the last few months and we are now starting to see a positive impact on performance, but we are still significantly below target.

Following feedback from our operational colleagues we are making some further enhancements to the PDAs which will make it easier to identify Red X mail. These enhancements are due to go live from 29 April through to 18 May.

Operational colleagues remove items that are contractually required for sampling or thought to be at risk of non-payment from the pipeline and place them in bags attaching a Red X label for ease of identification in the mail centre. These bags are handed over to Revenue Protection for sampling.

To enable this to happen, all PPI posting documentation barcodes must be scanned when we accept account customers’ mail.  When the barcode of posting documentation is scanned from a customer required by Revenue Protection for sampling, the PDA produces an Auto Red X alert and the barcode turns red.

This message is not always being actioned and customers’ mail required by Revenue Protection for sampling is not being Red X’d. As a result, it is being lost in the pipeline.

To prevent this from happening, the following enhancements to the PDA are being made:

• A new tone will be added to the PDA in addition to the barcode turning red 
• A pop-up screen will appear asking for confirmation that the Red X alert has been seen and that the mail has been segregated for Revenue Protection
• The PDAs will also have an out of date Red X alert which will notify the user if their PDA has an out of date Red X file.