Collections Revisions Process

1. Collections Revisions Process Local Revision Workshop Successfully Deploying Collection Revisions and Sustaining the Change

2. Introduction • It is jointly accepted that the best way to deliver this change effectively is with the support of the workforce. • Delivering this change requires a transformation in collections, which will include improving safety performance and a culture of safety embedded in working practices. • This will be underpinned by fair and transparent planning systems, processes and revision tools, ensuring that everyone has a productive workload that is safe, fair, and manageable. • It means creating a revised role for Collection employees through the introduction, where possible of hybrid duties, a better work-life balance, and by continuing to provide reasonable levels of take home pay.

3. Overview Collection Revisions Daily Performance Mgt Relationships Recap

4. The agreement formalises the six-phase revision approach and national tools • The deal formalises the new six-phase approach • The process is underpinned by; • ‘National planning and measurement systems and revision tools’, specifically; CMD, CPR, CRT, RNM and UTR Workload Tool • Full and systematic involvement of the CWU

5. Why are we here today? • Both Royal Mail and CWU have recognised in the Agreement that successful change needs full and meaningful involvement of all key parties • This workshop is designed to ensure that both local management and CWU are positively and actively involved in the revisions process right at the very start throughout the planning, negotiation, implementation and review • The ideas and plans we will develop today and going forward will help you deliver a better revision

6. What are we committed to? • Positive engagement between the CWU and Royal Mail and a firm commitment to appropriate negotiation, consultation and communication on all collection revision issues • Early CWU involvement at all levels • Joint training on the relevant parts of this agreement • CWU reps and Royal Mail managers playing an active part in any involvement process and the deployment of agreements • CWU reps being able to play an active role in Work Time Listening and Learning sessions • Appropriate release will be given to allow CWU reps to fulfil their role in the process and consult with members • Royal Mail and the CWU commit to the sharing of all information / data

7. Safety is our number one priority • There is nothing more important than keeping our employees safe and engendering a safety culture at the very heart of everything we do. • Royal Mail and the CWU commit themselves to continuous improvement on safety standards to drive accidents in this business as close to zero as is reasonably possible • At each stage of the collections revisions process, our safety obligations are made clear, ensuring people are trained and understand safe ways of working (WPQ2 and 3)

8. Overview Collection Revisions Daily Performance Mgt Relationships Recap

9. The revision process will be the core of the radical transformation in Collections - 24 WKS - 12 WEEKS 4 + WEEKS 6 + WEEKS Indicative timings PLAN CATCHMENT PREPARE PREPARE PEOPLE PREPARE DATA THE REVISION PH 1 PH 2 PLAN PH 3 PH 4 Duties Agreed with CWU PH 5 DEPLOY PH 6 MAINTAIN DATA SUSTAIN MANAGE PERFORMANCE

10. The 6-phase process is supported by a suite of planning tools Responsibility Pre-revision Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 Phase 6 Collection Management Database Duty Manager (opt) Unit Manager Road Network Maintenance Collections Performance Report Duty Modelling Tool (opt) Unit Readiness Assessment Collection Routing Tool Planning Under The Roof Workload Tool (opt) (WIP) Local Planner & PMO Revisions tracker

11. What’s going to happen next? • Over the course of the next few hours, we are going to go on a whistle-stop tour of the collection revisions process. • It is designed to provide an overview of all the phases of activity and tools which support the process. • When it actually happens in your unit, we are committed to positive engagement throughout • You don't need to understand all the detail now - this will come as you go through the revision process • The door is open to delve into these activities and tools as the process evolves in your unit via active involvement

12. Where are we now…? Pre-revision - 24 WKS - 12 WEEKS 4 + WEEKS 6 + WEEKS Indicative timings PLAN CATCHMENT PREPARE PREPARE PEOPLE PREPARE DATA THE REVISION PH 1 PH 2 PLAN PH 3 PH 4 Duties Agreed with CWU PH 5 DEPLOY PH 6 MAINTAIN DATA SUSTAIN MANAGE PERFORMANCE

13. Pre-revision preparation is essential to ensure a ‘smooth’ revision • Three core activities • People preparations • Ensures we develop an effective engagement plan • Data preparations • Ensures an accurate baseline is established • Workplan preparations • Ensures mail despatch and local distribution times are clarified

14. Overview Geographical information tools which provide the capability to maintain accurate collection route characteristics utilising information provided by Ordinance Survey; specifically Geographic base maps Collection point information Road network Provides an interface for administrators to manually update base information Vital Statistics Nothing new Regional Champions set up to up-skill collection units (including senior CWU representatives) Inputs Validation of collection points and associated road network Outputs Existing routes, sequenced correctly and CMD route cards in use It is essential to keep on top of data maintenance – various tools support this

15. The unit readiness assessment provides a snap-shot of data accuracy pre-revision Overview • Tool which provides an assessment to verify that the systems and data in the unit accurately reflect the current operation and undertake any remedial action required. • Initiated 6 – 10 weeks before start of revision Vital Statistics • Excel based questionnaire Inputs • Collections Management Database • Collections Performance Reporting (office performance) • RCS & Establishment Docket • Volume counts Outputs • Unit readiness assessment • Corrective actions (as required)

16. Where are we now?…phase one and two - 24 WKS - 12 WEEKS 4 + WEEKS 6 + WEEKS Indicative timings PLAN CATCHMENT PREPARE PREPARE PEOPLE PREPARE DATA THE REVISION PH 1 PH 2 PLAN PH 3 PH 4 Duties Agreed with CWU PH 5 DEPLOY PH 6 MAINTAIN DATA SUSTAIN MANAGE PERFORMANCE

17. Phases one and two of the revision set the objectives and establishes a baseline WHO? WHAT’S IT ABOUT? SUPPORT AVAILABLE • Objectives, targets and plans • Collection Revision Intranet and Managers Guides inc: • Supporting documentation and communication material • Terms of reference • Impact on MC arrival profile • Workload driven by volume DOM P PLAN PHASE ONE CWU • Foundations – data gathering & checking • Updated CMD, RNM, APlus • volume counts entered • road speeds verified • collection points positioned DOM P PLAN PHASE TWO CWU

18. Where are we now?…phase three and four - 24 WKS - 12 WEEKS 4 + WEEKS 6 + WEEKS Indicative timings PLAN CATCHMENT PREPARE PREPARE PEOPLE PREPARE DATA THE REVISION PH 1 PH 2 PLAN PH 3 PH 4 Duties Agreed with CWU PH 5 DEPLOY PH 6 MAINTAIN DATA SUSTAIN MANAGE PERFORMANCE

19. Phase 3 produces optimal routes; an input to phase 4 duty design SUPPORT AVAILABLE WHO? WHAT’S IT ABOUT? • Collection Routing Tool • Under the Roof workload tool • MC arrival profile • Revise office routes DOM P PLAN PHASE THREE CWU • Duty Builder Tool • Agree the office duties DOM P PLAN PHASE FOUR CWU * - only applicable for WS revisions

20. Collection Routing Tool and Under The Roof workload tool Overview • Under the Roof Workload Tool is used to: • Generate a workload for the consolidation of identifiable business mail at the collection hub • Collection Routing Tool provides a tool for optimising collection routes within specific parameters • Provides specific functionality for both side servicing and corner routing • Dependent on accurate base data to support optimisation process Vital Statistics • New, but not brand new, some changes to adapt to new ways of working • Learning & Development training product available for new planners going forward Inputs • Pegasus planning parameters Outputs • Optimised collection routes • Sequenced routes into CPT ready for implementation

21. Collection Routing Tool • Placeholder for CRT demo

22. Recap • Inputs to the process are critical • Poor quality master data will lead to poor quality routes • Data which influences route optimisation • APlus address points – for POL and Firms • Box locations • Road network information • Volume count information

23. The duty modeller allows us to piece all work elements together into a duty set Overview • The tool is designed to consolidate, in a visual way, all the duty information required • Uses workload from Collection Routing Tool • Produces an integrated duty set matching workload to duties, covers rotation duties, RCS subhead hours and office line-charts • Can be used to develop optimised but flexible duty models Vital Statistics • Brand new tool Inputs • Outputs of Collection Routing Tool • Ancillary workload – UTR Tool • Mail despatch times Outputs • Line charts for each duty • Headcount impact and perf summary • Inputs into BAU tools

24. Duty Modeller – what does it look like? • Line chart builder It’s easy to see balanced duties and variable spans

25. Duty Modeller – what does it look like? • Duty summary example

26. Where are we now?…phase five and six - 24 WKS - 12 WEEKS 4 + WEEKS 6 + WEEKS Indicative timings PLAN CATCHMENT PREPARE PREPARE PEOPLE PREPARE DATA THE REVISION PH 1 PH 2 PLAN PH 3 PH 4 Duties Agreed with CWU PH 5 DEPLOY PH 6 MAINTAIN DATA SUSTAIN MANAGE PERFORMANCE

27. Deployment and review WHO? WHAT’S IT ABOUT? SUPPORT AVAILABLE • Deploy the agreed new duties • Re-pick for whole office prior to first section • Guide to deploying by section • Training • Way Forward Agreement & MTSF DOM DEPLOY PHASE 5 CWU • Post- revision management • PIR templates • Sustainability guides e.g. • Weekly meetings • Daily reviews DOM P DEPLOY PHASE 6 CWU

28. Overview Collection Revisions Daily Performance Mgt Relationships Recap

29. Where are we now?…post deployment - 24 WKS - 12 WEEKS 4 + WEEKS 6 + WEEKS Indicative timings PLAN CATCHMENT PREPARE PREPARE PEOPLE PREPARE DATA THE REVISION PH 1 PH 2 PLAN PH 3 PH 4 Duties Agreed with CWU PH 5 DEPLOY PH 6 MAINTAIN DATA SUSTAIN MANAGE PERFORMANCE

30. Post-revision deployment continuous improvement will be part of life • As part of the Generic Operational Transformation agreement; • Royal Mail and the CWU aspire to the company being an efficient and effective world class business with engaged and motivated staff. • To achieve this it is essential that systems and processes are in place to help staff be as productive as possible and to continually monitor performance on a day to day basis.

31. Key to sustaining the change is effective performance management WHAT’S IT ABOUT? WHO? SUPPORT AVAILABLE • Continuously improving • The following key areas should be analysed using CPR and manual checks: • Arrival Times • Failed Collections • Late Collections • Early Collections • Route Reliability • Route Capacity • Customer Complaints/Feedback • Driver Feedback • Platform Operation • UTR operation where deployed • Mail Centre Clearance - focus particularly on the Main • Despatch volumes DOM C&DSM MANAGE PERFORMNACE

32. Overview Collection Revisions Daily Performance Mgt Relationships Recap

33. Transforming relationships and modernising culture • Royal Mail and the CWU recognise past adversarial industrial relations and poor employee relations have not assisted either party achieve their objectives and has increasingly damaged customer confidence. Both parties also accept that unless there is a radical improvement in relationships at all levels then the business cannot succeed. Against this background Royal Mail and the CWU recognise that transforming relationships and modernising the culture is key to the sustainability and success of the business. • A new relationship cannot develop overnight and it will take commitment and time from everyone to build trust and confidence. Real progress will only be achieved by creating momentum through practical and credible first steps.

34. Exercise: Action plan • Those credible first steps can start today • In your unit groups, think about; • where we’ve come from and where we’re going • the commitments you can make together today to some practical and credible first steps towards transforming relationships • Capture these practical and credible first steps for display in your unit

35. Overview Collection Revisions Daily Performance Mgt Relationships Recap

36. Our processes and tools are underpinned by robust guidance – you’re not alone • Our planning process is designed to be open and involving with tools which are fit for purpose and straight-forward • Guidelines on what to plan, how to plan and what to say are available via the Collections Revisions Intranet – you’re not alone

37. Ongoing Support • To provide the necessary support throughout this transformation process both parties will jointly review and monitor deployment progress and work together to ensure that all learning points are picked up and shared on an area, regional and national basis as revisions are rolled out, to provide support and guidance to locations as they move into revisions and ensure as far as possible a smooth transition as we continue to deploy change. • Best practice in this area will be jointly discussed and shared at regional and national level and will be used as a source of information to assist others.