For daily news, visit myroyalmail.com January 2012 1For daily news, visit myroyalmail.com January...

January 2012 1For daily news, visit myroyalmail.com.com

September 2012the royal mail newSpaper

Avoid tAx! (legally)

Our guide tO payrOll giving On page 15

x =

Support proState

Cancer uK by getting involved

in this year’s Movember campaign.

The annual global facial fundraiser encourages

men to grow a moustache throughout November to raise

awareness of the disease and cash to fight it.

Every penny you raise will be matched by the company,

with all the money going to our Charity of the Year –

Prostate Cancer UK – which is supported by the

Movember charity in the UK.

To ensure the money Royal

Mail staff raise is matched penny for

penny, YOU MUST REGISTER via our

employee website at www.myroyalmail.com.

Simply click on the Movember panel and enter

your details. You’ll then be redirected to

the Movember website for lots more useful

information and advice on growing a tash and

raising loads of cash.

by Mark Glover

moGrow a

and raise

some douGh!

to help you drum up support, we’ve included a sponsorship form inside this issue of

Courier

Plenty more fun for men

And Women – PAge 15

2 September 2012 [email protected] September 2012 3Watch WeeklyFor daily neWs, visit myroyalmail.com FolloW us on @rM_couriert

all Four of us had an insightful day with the courier team preparing this issue of the paper, focusing on royal Mail’s contribution to london 2012, for print.

We’ve all been involved in the Games in some way, so we were keen to see how courier would cover it.

there is so much olympics and Paralympics coverage that it’s difficult to point you to that one ‘must-read’ item, although what caught my eye the most (Phil) was the section on page 7 about how the gold medal stamps were made and the wonderful turnaround time for their completion. We may deliver post with stamps on, but do we stop to think about the planning behind them?

the article that stood out for me (Maura) was around the success of the ticket deliveries (page 8). this was something most staff were involved with, whether they were working in mail or distribution centres, or directly delivering to individual customers – everyone could see how they helped make it happen.

the timeline of events set around a track and field stadium was a page i (James)

recommend you take a look at for its impressive design.

as the olympics and Paralympics are now over for us, this issue provides an excellent overview of key events.

the designer, amie, who showed me (Simon) how she goes about creating the pages also explained how much research goes into the design, especially the gold postboxes map. if amie went head-to-head with lord coe

in a pub quiz about gold medal athletes, i think she’d win hands down. sorry seb!

and don’t forget the gold stamp wallchart with this month’s edition. enjoy!

Fancy filling the guest editor’s chair?

Email [email protected] or call 020 7922 5670

Phil kybert, postman, Bournemouth (torch bearer), Maura campbell, network and distribution manager, croydon (Games Maker), James lawless and simon McGee, postmen, involved in planning in london

guest eDItORs’ COLuMN

29Stamp of approval

34Paralympic

Goldpostboxes

Our gold medal stamps and gold postboxes for Team GB and ParalympicsGB athletes proved popular with you lot, as well as helping to promote our involvement in London 2012. 59 43

Olympic

Goldpostboxes

Paralympic

Goldmedalstamps

Olympic

Goldmedal stamps

First past the post… Grahamclarihew in lossiemouth with the first

stamp and box for rower heather stanning

keeping up withthe Joneses… steve thomasis in Flint fortaekwondo champ Jade Jones

second helping… Bruce young with sir chris hoy’s second stamp and box in edinburgh

Murray magic… John elliott with andyMurray’s stamp and gold postbox in dunblane

Great scott… kenny Mckayin Peebles with showjumperscott Brash’s postboxand stamp

canoe believe it… Glen cooperin Westhill with the stamp and postbox in honour of slalom champion tim Baillie

3London 2012: stories of our stamps

Lucky staff won a competition to carry the stamps on the ‘Our Greatest Team’ victory parade through London. More pictures and stories at www.myroyalmail.com

parade of championS

First Paralympic gold... John arden and stevedawson with sarah storey’s stamp and box in disley

splash of colour... Markrichards, steve vincent

from romec and evan davies with elliesimmonds’ stamps and box in swansea

ashleigh elmes from Plymouth with double olympic champion Mo Farah and one of his stamps

Wojciech trafidlo from cardiff with Paralympic swimmer

Jonathan Fox and his stamp

Moya is keen to hear from you through the Just say it channel. Moya will reply to all who take part. to get in touch, email [email protected] or write to Just say it, Freepost

get in touch with moya

MOYA ON DeLIVeRINg…

FoR ouR PeoPLe Dog attacks on postmen and

women are coming down. But the number is still unacceptably high. We will do all we can to minimise the risk to our people from dangerous dogs. The independent inquiry set up by our chairman Donald Brydon will come up with recommendations to address the issue further. Judge Langley has been visiting offices and talking to our people to get your views, more on page 13.

FoR ouR cuStomeRS We are vital for many businesses.

Big and small, they rely on us to reach their customers, whether it’s advertising their products and services or collecting and delivering their goods. One such firm is Goodnesse, featured on page 17. Thanks to the eagle eye of their postman Martin Coote (pictured below), we are meeting all their needs. We all have a part to play in spotting opportunities and building a commercial future for our business.

in the community We want Movember to be one of

the biggest fundraisers in Royal Mail’s history. Work is well under way to support those of you who want to take part in this annual global event. More details are on the front and page 15. The company will match every penny you raise to support our Charity of the Year, Prostate Cancer UK.

TeaM Royal Mail deserves a gold medal for our fantastic performance during the london 2012 olympic and Paralympic Games.

Keeping the stamp presses rolling and painting our boxes gold involved a monumental effort across our business, with teams working around the clock. Thank you also to the Romec engineers who did a great job turning our postboxes gold.

It was great to see many of our colleagues (pictured) who put in such an amazing effort take part in the victory parade in London – showing off our magnificent stamps.

We did an impressive job continuing to deliver in places where the Games had such a big impact. Thank you for all your efforts.

What’s your favourite stamps story from London 2012? I’d love to know, and see them appear in Courier. Email [email protected] with ‘stories of our stamps’ in the subject box.

ChRiSTMaS PlanninGOur attention now turns to Christmas. Months of planning go in to ensuring we are in the best possible shape to deliver the na-tion’s huge festive mailbag.

This Christmas is one of the most impor-tant ever for us as the number of parcels we handle keeps growing. It’s vital that we deliver a high-quality experience for all our customers this Christmas.

It matters not just to them, but to all of us. Our future as a business and major employer depends on keeping and winning new business.

lookinG aheadWe will soon be halfway through the finan-cial year. We will publish our interim results later this year in the usual way, but I can tell you our position continues to improve. We are beginning to see the benefits of April’s stamp price rises, though it is too early to know the full effect.

It’s also almost six months since new rules regulating how we operate came into effect. So, it’s a good time to think about where we are on regulation.

I’m pleased that Ofcom gave us new com-mercial freedom, but we’re not quite where we need to be. There are still a number of key issues that stop us competing on a level playing field.

For example, other companies cherry pick the most profitable urban areas. And we still have to give one month’s notice of any changes to terms and conditions or prices of products, even where there is over-whelming customer support.

These are areas that are very important for the business.

Medal-winning perforMance

Moya GreeneMY VIew

We did an iMpressive job continuinG to

deliver in places Where the GaMes

had such a biG iMpact. thank you

for all your efforts.

Win DaviD LLoyD HeaLtH cLub membersHips – see page 20Deputy editor: Jo Gurman

Meet tHe teAM gOt A stORY?

CONtACt us

address: Courier24-26 Great Suffolk Street,London SE1 0UE

Contact the Courier team at AB Publishing on 020 7922 5670

aB editor: Lisa Mobleyemail: [email protected]

editor-in-chief: Mark Gloveremail: [email protected]

win! ADVeRtIsINgif you are a business looking to advertise in courier, please call 020 7441 4769 to discuss suitability, availability and rates.

DIstRIbutIONTo notify HR of a change of address, employees should email [email protected] or write to the hR Service centre, Pond Street, Sheffield S98 6hR. Pensioners should write to Pensions Services centre, Po Box 500, chesterfield S49 1wX.

on parade… more than 40 colleagues joined the ‘our Greatest team’ parade to show off our gold medal stamps

what’s your favourite stamps moment? email us!

share your favourite stamps story from london 2012 – [email protected]

if courier designer amie went head-to-head with lord coe in a pub quiz about gold medal athletes, i think she’d win hands down!

Send us a snap of you with one of our gold postboxes and you could win a prize! Send them to [email protected] or

Gold pictures, 24-26 Great Suffolk Street, London SE1 0UE and the best pictures

will win a £25 One4All gift card.

King is queen... proud parents of track cycling medallist Dani King, Hamble

Velodrome victor... Peter Kennaugh, track

cycling gold medallist, Onchan, Isle of Man

Sister act... Emma Trott, sister of track

cycling double gold medallist Laura Trott,

and canine companion, Cheshunt

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Riding high... equestrian legend Nick

Skelton, mayor Lennox Cumberpatch

and the local town crier with

Nick’s gold postbox, Bedworth

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Field of dreams... family of Paralympic discus champ Aled Davies, Bridgend

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Paws for a picture... Richard Brown with daughter Samantha and pooches Roxy and Ruby at Ellie Simmonds’ postbox, Swansea

Seeing double... boxer Nicola Adams

with her postboxes, Leeds

Pleased as punch... boxer Anthony Joshua,

and postman Roo Rawal, Watford

Brush with fame... the mayor and mayoress help paint double dressage champion Charlotte Dujardin’s postbox, NewentMane attraction... our postbox proves popular with staff (and dogs) from the stables used by team dressage champion Laura Bechtolsheimer, Ampney St Peter

Ace result... Andy Murray with his postbox, Dunblane78

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Surely they’ve got to be among the stars of London 2012 - our gold postboxes! Kids, dogs, all the family, even the athletes themselves couldn’t wait to get a pic with their special box

1 & 2. Heather Stanning & Helen GloverRowing: Women’s PairsLossiemouth, Penzance

3 & 4. Bradley Wiggins Cycling: Road Men’s Time TrialChorley & Eccleston

5, 6 & 7. Tim Baillie & Etienne StottCanoe Slalom: Men’s Canoe Double (C2)Aberdeen, Aberdeen & Bedford

8. Peter WilsonShooting: Shotgun Men’s Double TrapSherborne

9, 10 & 11. Sir Chris Hoy, Jason Kenny & Philip HindesCycling: Track Men’s Team SprintEdinburgh, Bolton: Churchgate, Manchester

12 & 13. Katherine Grainger & Anna WatkinsRowing: Women’s Double ScullsAberdeen, Leek

14, 15, 16 & 17. Ed Clancy, Geraint Thomas, Peter Kennaugh & Steven Burke Cycling: Track Men’s Team PursuitHuddersfield, Cardiff, Isle of Man, Colne

18. Victoria PendletonCycling: Track Women’s KeirinStotfold

19, 20, 21, 22, 23 & 24. Andrew Triggs Hodge, Pete Reed, Tom James & Alex GregoryRowing: Men’s Fours Hebden, Stroud, Nailsworth, Chiswick, Wrexham, Cheltenham

25 & 26. Sophie Hosking & Katherine CopelandRowing: Lightweight Women’s Double ScullsWimbledon, Stockton-on-Tees

27, 28, 29, 30 & 31. Dani King, Joanna Rowsell & Laura TrottCycling: Track Women’s Team PursuitHamble, Carshalton, Cheam, Cheshunt, Harlow

32. Jessica EnnisAthletics: Combined Women’s HeptathlonSheffield

33. Greg RutherfordAthletics: Field Men’s Long JumpMilton Keynes

34. Mo FarahAthletics: Track Men’s 10,000mIsleworth

35 & 36. Ben AinslieSailing: Finn Men’s Heavyweight DinghyRestronguet, Lymington

37 & 38. Andy MurrayTennis: Men’s SinglesDunblane, Wimbledon

39, 40, 41, 42, 43 & 44. Nick Skelton, Scott Brash, Peter Charles & Ben MaherEquestrian: Jumping TeamAlcester, Bedworth, Peebles, Alton, Bentworth, Elsenham

45. Jason KennyCycling: Track Men’s SprintBolton: Deansgate

46. Alistair BrownleeTriathlonHorsforth

47, 48 & 49. Carl Hester, Laura Bechtolsheimer & Charlotte DujardinEquestrian: Dressage TeamSark, Ampney St Peter, Enfield

50. Laura TrottCycling: Track Women’s OmniumCheshunt

51. Sir Chris HoyCycling: Track Men’s KeirinEdinburgh

52. Charlotte DujardinEquestrian: Dressage IndividualNewent

53. Nicola Adams Boxing: Women’s Fly WeightLeeds

54. Jade JonesTaekwondo: Women’s under 57kgFlint

55. Ed McKeeverCanoe Sprint: Men’s Kayak Single (K1) 200mBradford-on-Avon

56. Mo FarahAthletics: Track Men’s 5,000mTeddington

57. Luke CampbellBoxing: Men’s Bantam WeightHull

58. Anthony JoshuaBoxing: Men’s Super Heavy WeightWatford

59. ‘Rowers’General recognition of rowersHenley

60. Sarah StoreyCycling: Track Women’s C5 PursuitDisley

61. Jonathan FoxSwimming: Men’s 100m Backstroke S7St Stephen

62. Mark ColbourneCycling: Track Men’s C1 PursuitTredegar

63. Hannah Cockroft Athletics: Track Women’s 100m T34Halifax

64 & 65. Neil Fachie & Barney StoreyCycling: Track Men’s B 1km Time TrialAberdeen & Disley

66. Richard WhiteheadSwimming: Men’s 200m, T42Lowdham

67. Natasha Baker Equestrian: Championship Test Grade IIUxbridge 68. Sarah StoreyCycling: Track Women’s C4-5 500m Time TrialPoynton

69. Ellie SimmondsSwimming: Women’s 400m Freestyle, S6Aldridge

70, 71, 72, 73 & 74. Pamela Relph, Naomi Riches, David Smith, James Roe and Lily van den BroeckeRowing: Mixed Coxed Four, LTAMix4+Weston Turville, Marlow, Aviemore, Stratford upon Avon & Oxford

75. Aled Davies Athletics: Field Men’s Discus Throw, F42Bridgend

76 & 77. Anthony Kappes & Craig MacLeanCycling: Track Men’s Ind.B SprintChapel-en-le-Frith & Grantown-On-Spey

78. Jessica-Jane ApplegateSwimming: Women’s 200m Freestyle, S14 Great Yarmouth

79. Sophie ChristiansenEquestrian: Mixed Individual Championship Test, Grade IaSunningdale

80, 81, 82 & 83. Sophie Christiansen, Lee Pearson, Deborah Criddle & Sophie WellsEquestrian: Team ChampionshipMaidenhead, Bagnall, Trull & Lincoln

84. David WeirAthletics: Track Men’s 5,000m, T54Wallington

85. Natasha BakerEquestrian: Freestyle Test, Grade IILocation to be confirmed

86. Ellie SimmondsSwimming: Women’s 200m Individual Medley, SM6Swansea

87. Mickey BushellAthletics: Track Men’s 100m, T53Telford

88. Danielle BrownArchery: Women’s Individual Compound, OpenSkipton

89. Heather FrederiksenSwimming: Women’s 100m Backstroke, S8Leigh

90. Sophie ChristiansenEquestrian: Mixed Individual Freestyle Test, Grade IaEgham

91. David WeirAthletics: Track Men’s 1,500m , T54Wallington

92. Sarah StoreyCycling: Road Women’s C5 Time TrialEccles

93. Oliver HyndSwimming: Men’s 200m Medley, SM8Kirkby in Ashfield

94. Helena LucasSailing: Single-Person Keelboat, 2.4mRPortland

95. Sarah StoreyCycling: Road Women’s Individual C4-5 Road RaceMacclesfield

96. Josef CraigSwimming: Men’s 400m Freestyle, S7Jarrow

97. Hannah CockroftAthletics: Track Women’s 200m, T34Halifax: Mount Tabor

98. David WeirAthletics: Track Men’s 800, T54Location to be confirmed

99. Jonnie PeacockAthletics: Track Men’s 100m, T44Doddington

100. Josie Pearson Athletics: Field Women’s Discus, F51/52/53 Hay-on-Wye

101. David StoneCycling: Road Mixed T1-2 Road Race Rawdon

102. David WeirAthletics: Men’s Marathon, T54Location to be confirmed

PAinting the uk gold

Locations correct at time of going to press – some locations still to be chosen by athletes

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We set up a dedicated website at www.goldpostboxes.com so people could find their nearest gold postbox

win!

‘Can’t you see I’ve got a job to do?!’Postie sees red over gold box

6 September 2012 [email protected] September 2012 7Watch WeeklyFor daily neWs, visit myroyalmail.com FolloW us on @rM_couriert 6 London 2012: stories of our stamps

Our wOrk to tell the world about the stamps and postboxes didn’t go unnoticed by the Char-tered Institute of Public relations.

Rachel Miller from the organisation said: ‘I tweeted shortly before midnight yester-day, which is quickly becoming known as Super Saturday, say-ing: “Well done to the comms and social media team @Royalmailstamps. How busy have you been today?! Great to see the gold medallists immor-

talised”. I received a reply at 11.51pm: “Won’t lie, it’s been a busy one! Actually, still is!”

‘The feed from @royalmail-stamps is particularly good, with responses to questions about how busy the stamp designers must be and how they’re keep-ing going, being met with the reply “lots of coffee”.

‘The company has an im-pressively quick turnaround producing the new stamps and has also filmed a YouTube video showing the process. I applaud the fact they included

postie Mick Cumbers talking on behalf of the company as well as Andrew Hammond, MD Stamps and Collectibles.’

Our stamps and gold postboxes for GB champions helped us get more positive local and national media coverage than all the official sponsors combined. Gold medals to our stamps and PR teams!

Tweet success

Rower Tom James @TomJames2012Can’t believe this! [In reply to a picture of the gold postbox in his hometown]

Chris Hoy @chrishoyLove the fact that every GB gold medallist gets a postbox in their hometown painted gold, such a great idea!

Clare Balding @clarebalding1My favourite moment so far – Kat Copeland mouthing “we’ve won the Olympics. We’re going to be on a stamp tomorrow”

Greg Rutherford @GregJRutherfordThe two postboxes in Milton Keynes look amazing! Also a roundabout to be named after me :O#AMAZING

Richard Whitehead @MarathonchampNow this is an AMAZING photo! My mum & dad and their new new postbox; it’s gold BTW!

Sarah Storey @MrsSarahStoreyMy second gold postbox has been painted in Poynton, Cheshire! Can’t wait to see pictures :-) thank you @royalmailnews

Natasha Baker @NBakerParaRiderMy stamp number 2!! LOVE IT!!!!!!

Jonathan Fox @JonathanFoxGBMy local postbox is being painted #GOLD love it!

Presenter Claire Balding paid tribute to us for getting an envelope with no address details on to her – pictured below with her tweet.

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making a spLash

starring role... Mickintroduced the clips on youtube

Dedicated followers

BBC1 North ran a news piece from Hannah Cockroft’s gold postbox in Halifax. A member of the public, standing next to the gold box, said: ‘I think it’s really good that they’ve painted the postbox. We came here especially to see it.’

BBC Oxford reported from Lily Van Den Broecke’s gold postbox, where Lily’s father, Floris, was filmed at the painting, and a neighbour said: ‘It’s wonderful to see the postbox painted gold, a real honour.’

share your favourite stamps story from london 2012 – [email protected] 7London 2012: stories of our stamps

stampede!

Don’t forget your souvenir wallchart inside this Courier featuring all our Team GB and ParalympicsGB gold medal stamps. If you’d like an extra copy so you can display both sides, email [email protected] with your name and address, putting wallchart in the subject box

We don’t know if you spotted them (where have you been?), but we produced a stamp for every gold medal winner at London 2012. Team

GB and ParalympicsGB’s outstanding performances meant our stamps team had to put in its own marathon performance. They’re a little

weary and their families just about recognise them again, but they’ve lived to tell the tale…

‘we had to rewrite virtual-ly every rule about stamp design, print and distribu-tion,’ says Philip Parker, head of stamp strategy.

‘We’ve been developing and testing the gold medal stamps concept for the last 18 months to reduce the whole production timescale from the normal 24 months to 24 hours.’

In preparation for the Games, hundreds of thousands of self-adhesive stamp sheets were pre-printed with details in gold like the Queen’s silhou-ette, the London 2012 Olympic or Paralympic Games logo and the stamp value, ready for the

final images to be overprinted.Each time a gold medal was

won, the London team selected a photo from Getty Images, the offi-cial photographic agency for the Games, plus other professionals’ photos for the Paralympics.

‘We didn’t know what num-bers to expect,’ says Philip (pictured back row, white shirt).

‘In Beijing, Team GB won 19 golds and ParalympicsGB 42, and we had no idea what effect the home crowd would have.

‘Winning 29 and 34 gave us an amazing challenge, and the public reaction far exceeded our expectations.’

Weary but proud... the london members of our stamps team

Mick Fletcher, senior product manager for stamps and collecti-bles, says: ‘We have many unsung heroes in our handstamping teams at Birmingham, Cardiff, Mount Pleasant, South Shields and Tallents House. Some customers request that their special records of a mo-ment in time are handstamped, and some first day covers require it if the stamp position means they can’t go through the machine.’

Cancelling many first day covers to make them collectible is down to robert hutchison, machine operator: ‘I make sure that every one goes out perfectly. It matters to customers that the envelope is pristine and there’s no ink smudges.’

Dispatch operator Craig Cockburn says: ‘It’s been well-organised but very busy. We’ve had back-up when we needed it and we all made sure that what we sent out was how we would want to receive it ourselves.’

Marcus James, head of design and editorial, based in Old Street, London, says: ‘The challenge was daunting, as there was no room for failure. The commitment and good hu-mour across all teams has made this a truly memorable experi-ence, and we’re all extremely proud and honoured to have been part of it.’

Neil waggott is head of custom-er service and fulfilment at Tall-ents House, Edinburgh. He says: ‘My team deals with all orders on stamps and collectibles, and this summer has seen huge effort and commitment from all of them. Our weekly figures for special orders went off the scale – our calls quadru-pled and web orders increased by tens of thousands.’

Once approved by Games organis-ers LOCOG, files were prepared by

the production team and sent to six printers around the UK, who over-printed the image and text. Even with medal wins like Mo Farah’s late into a Saturday evening, the stamps arrived at 517 designated Post Office branches the following morning in more than 90 vehicles. Mo’s stamp was on sale on Sunday morning just 12 hours after his win.

Mike Nelson is one of the production operators using the stamp affixer that places stamps precisely on to the first day covers. He says: ‘We had to be so flexible. Whereas normally we’d run a whole batch at a time, we had to do smaller batches of each set to fulfil customer orders.’

Customer service adviser Janette Cunningham in Edinburgh says: ‘Customers were so excited and wanted to be certain they would get their stamps and first day covers without us running out. It’s the busiest I’ve ever known it.’

Putting the stamps into special packets is down to machine opera-tors like James walker, who says: ‘We had to work longer hours, but we know that customers appreci-ated what we achieved. What we assemble here goes to people all over the world, and that makes us very proud.’

The teams at all the handstamp centres worked extra shifts to get orders through quickly while also maintaining our high level of customer service. Craig Thomson is pictured at Tallents House, making sure that each customer’s first day cover had the correct postmark placed carefully in position.

You can order Team GB

and ParalympicsGB stamps and collectibles at www.royalmail.com/

goldmedalstamps until 31 December

2012


JOIN Our growing band of Twitter followers at @rM_Courier and you could win a complete set of Olympic and Para-lympic gold medal stamps.

Follow us and tweet @RM_Courier with #winstamps by 5 October. The competi-tion is open to current and retired Royal Mail employees only, and we’ll pick five winners from among our new followers.

Win all the stamps!win!

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Rik Bennett, Perranporth – ‘I got off the coach and just shouted: “Come on Truro, make some noise!” and the crowd went wild. I’ve never seen so many people in one place. I felt like a rock star and it was really emotional to see my five children cheering me on.’

8 9London 2012: in your words London 2012: in your words

Lighting the wayGetting the nation behind the Games was in no small part down to the Olympic torchbearers, and several of them were our employees.

John Hacking, Leyburn – ‘It was one of the most special days in my life. To find myself having my photo taken with Lord Coe at the end was just the icing on the cake – and the sun shone!’ Photo credit: London 2012

Allan Coldicott, Stratford upon Avon – ‘It’s so hard to put into words how fantastic the experi-ence was. I’m the longest serving member of the local athletics club, having been with them for 30 years. I never expected to do anything like this, so doing it in my hometown was great.’

Pauline Eastment, St Athan – ‘I had an absolutely mind-blowing day and was on a high the whole time, determined to enjoy every minute of it. I jogged the 300 me-tres as slowly as I could to make it last as long as possible. In fact, the security guy asked me to speed up a bit! I will never forget it and feel really honoured to play just my small part in the Olympics!’

Phil Kybert, Bournemouth – ‘A customer nominated me from my previous job because of the work I did on curbing anti-social behaviour. I also chair a local youth football club. It’s all about putting something back into the local community. I’ve taken the torch to the local scout group and other groups; everyone’s been pleased to see it.’

Roger Smitheram, Hayle – ‘The crowds in Newlyn were immense and I had an amazing and memorable day supported by all my family and friends. It was a day to remember. We were shown how to light the next torchbearer’s flame with what is known as the Olympic Kiss. As I was just about to light Bryony’s torch, we spontaneously kissed, and then Bryony kissed the policeman beside her – we had the first real Olympic Kiss!’

Mike Russell, Peterborough pensioner – ‘Carrying the Olympic flame was a fantastic experience, especially at my time of life. I have previously carried the Queen’s message at three Commonwealth Games, on one occasion with a police and Royal Mail escort.’

Ann Burrows, Stockton-on-Tees – ‘Being nominated to carry the torch was a great honour and it was a marvellous day. The atmosphere was amazing and everyone seemed to get behind us.’

Dave Hoskin, Bodmin – ‘I was asked if I could run an extra leg with the torch in Bugle as one of the torchbearers was absent. All I could reply was: “I will take it to Plymouth if you like!” It was great to see friends and family along the way, including a group with their very own banner.’

Icing on the cake

Beyond expectations Mind-blowing

Customer nominatedOlympic kiss

Rock star

Going the extra mile

Marvellous day

Pension power

SPECTAToRS couldn’t have got to their chosen events without us.

Our Princess Royal Distribution Cen-tre (PRDC) in north London processed 1.8 million envelopes containing tickets sent out in the first two tranches of ticket orders, and colleagues at Manchester mail centre did the same with up to 250,000 ticket deliveries sent out by Ticketmaster.

Manchester postman Tommy Wall says: ‘It was a completely different way of working, in a secure area. We were processing up to 9,800 a day and it’s great to know we helped people go to the Games.’

Virginija Svelniene, pallet machine driver at PRDC, volun-teered to join the Olympics sorting shift. She says: ‘I was so excited when I heard we’d won this contract!

‘To be involved with the Olympics in any way was fabulous.’

PoSTMEn and women joined our London plan-ning team in the run-up to, and during, the Games, helping to com-pile delivery and collection plans for all 106 delivery offices in the capital.

James Lawless covered south-east London, based at Greenwich delivery office.

‘From a delivery per-spective, the Olympics went better then we could have hoped for, particularly

on the Torch Relay days,’ he says.

‘We were expecting a higher level of disruption and were pleased when the relay went through each area on time and maintained its momentum.

Simon McGee, who also covered south-east London, adds: ‘Extensive plans were put in place and we followed them to the letter, helping us achieve the full universal service obligation with minimum disruption to customers.’

STRATfoRD colleagues put in a gold medal per-formance of their own at the olympic and Para-lympic Games.

At Stratford collection hub, the team ensured everyone was kept up-to-date with information con-cerning their operations.

Driver Ayub Mangerah collected from three points at the Olympic Park, while colleague Yakub Makardam collected from two in the athletes’ village.

Ayub says: ‘Everything went smoothly and I think that was down to the plan-ning. It was very busy and a big challenge but great ex-perience and a once-in-a- lifetime opportunity.’

Yakub adds: ‘I really en-

joyed the experience and everything seemed to go according to plan. I saw lots of the athletes and had my photo taken with some of them.’

Collection hub manager Mark Maxwell says: ‘We had a very successful Games. I’d like to thank staff for all their hard work.’

Postman Doug Mowatt, from Stratford delivery office, has been delivering to the Olympic Park throughout its construction. He says: ‘At times, I had to de-liver in a hard hat, boots and protective clothing.’

During the Games, Doug had to deliver all over the site. ‘I had eight different passes round my neck at one time!’ he adds. ‘It’s not been a normal job but I’ve loved every minute.’

Stratford shines

ouR oLyMPiCS director Mark Thomson admits he’s lost for words on how well we handled the Games.

‘Operationally, I’ve been gobsmacked day in, day out,’ he says.

‘It’s been as close to business as usual as we could have got. I’ve had fantastic feedback from our major business cus-tomers, and not a single complaint from the public.

‘It was all in the planning – we planned for every possible scenario.’

We also helped to get people to the Games by delivering the tickets.

‘We got countless tweets from specta-tors about how impressed they were with the ticket delivery service,’ says Mark.

Then there’s the gold medal stamps and gold postboxes.

‘The coverage we got was manna from heaven,’ says Mark.

‘I watched live on TV as Gary Lineker presented a giant gold medal stamp to Helen Glover and Heather Stanning, the first gold medallists, and then Brad-ley Wiggins. You can’t buy that! I couldn’t believe what I was seeing.’

Sales of the stamps were nearly a fifth above what we hoped. In fact, we be-came an integral part of people’s enjoy-ment of the Games.

‘After Sydney 2000, Australia Post was voted fourth most popular sponsor – but it hadn’t even been a sponsor! I

wanted to achieve the same effect,’ says Mark.

‘The stamps and gold postboxes took on a momentum of their own. We even had requests to paint them where win-ning horses were born!

‘London 2012 has been billed as the well-planned, happy Games – I think we brought the feel-good factor to the party.’

‘Gobsmacked’

Publicity you can’t buy… Mark with dame tanni Grey-thompsonat stoke Mandeville hospital, birthplace of the Paralympics

by LiSA MoBLEy

by Jo GuRMAn

London delivers

helping people get to the Games...tommy was involved

Park life... doug (left) and yakub

Perfect planning... James and simon

goLden ticket

A DEDiCATED olympic customer ticketing team at our Plymouth contact centre handled 50,000 calls from customers.

Business customer service manager Sam Hewitt says: ‘We started with a team of 24, but we soon had around 50 people answering calls or working behind the scenes.’

Most people just wanted reassurance about their precious tickets arriving safe and sound, especially if they’d moved house or were away.

good caLL

CuSToMERS loved our email and text notifications to tell them that their Lon-don 2012 tickets were being delivered. Many of them took to Twitter to tweet our praises.

The success of this IT project was down to the efforts of our Customer Solutions team in Group Technology. Step on to the rostrum, guys, and let us hang a gold medal around your necks.

aLL on track



Just the ticket... virginija processes the precious tickets at Prdc

service with a smile… the ticketing team

SCAn THE QR CoDES To

READ THE fuLL SToRiES onLinE

technologytriumph... simondodd led the it work to set upthe notificationsto customers

10 London 2012: in your words

Just the ticketSome lucky staff got to experience the Olympics opening ceremony or live events first-hand as a thank you for their exceptional work on our modernisation programme.

Steve Gorman (right, with brother Tony) from Brighton delivery office says: ‘The experi-ence was absolutely out of this world. It exceeded all my ex-pectations. The sense of occa-sion and the impact of the mu-sic was sensational.’

Bill Holden, postman from Norwich mail centre, says: ‘The ceremony was fantastic, and what you saw on TV was only a fraction of the experience. World Class Mail is a team effort and I couldn’t have been this lucky without the support, knowledge and advice of many colleagues.’

Jill Campbell, machine operator and workplace coach at Tyneside mail centre, says: ‘Being at the open-ing ceremony was absolutely fantas-tic. We were five rows from the front, right next to a group of former medal winners. My favourite bit was when they hoisted the Olympic flag. It was really emotional.’

Lloyd Cochran, postman at Paisley delivery office, says: ‘My girlfriend Linda and I were lucky enough to be sitting next to the past Olympic medal winners and the main stage. My highlight was the high standard of the singers, who hugely exceeded my expectations. The biggest cheer of the night was given to Muhammad Ali, who I was really pleased to have seen.’

Lynne Semper-Scotney from our Peterborough hub won a ticket to the athletics. She says: ‘It was an experience I will have for the rest of my life. We were so lucky to see Mo Farah and Usain Bolt. The whole stadium was shouting for Mo.’

alan Willis, engineering team coach at Preston mail centre, says: ‘It was absolutely amazing – a once-in-a-lifetime experience. The atmos-phere was electric and you really couldn’t take your eyes off the arena. My favourite bit was when the green pastures gave way to the industrial landscape. I also liked how the Olympic flame was lit. Totally un-expected and a really nice touch to let the upcoming athletes do it.’

maria Sereno, deputy manager and Autonomous Maintenance World Class Mail pillar lead at South Mid-lands mail centre, says: ‘It was the most amazing experience and will stay with me for the rest of my life. The view I had was exceptional and the choreography was breathtaking.’

We helped make it happen!Volunteers have been integral to the Olympic and Paralympic Games since they were first used at London 1948. At London 2012, some of our staff were officials, some welcomed visitors and athletes, and others found more innovative ways to get involved!

Sajith Ismail, Stratford deliv-ery office, pictured with open-ing ceremony director Danny Boyle – ‘There were members of the royal family and Michelle Obama so close to me. It was great to be part of the drama. My family were very proud. I was dressed to look like one of the workers from the past. It took nearly 20 rehearsals.’

vinod Bhundia, Romford mail centre – ‘I was one of 10,000 volunteer performers who got the chance in a life-time to perform in front of the royal family and all the VIPs from around the world. I still can’t believe I took part in the world’s biggest sporting event.’

alastair Smith, Aireborough collections driver, road cycling marshal – ‘I had a memorable experience. Alexander Vinok-ourov, gold medal winner in the road race, shook my hand after the time trial.’

11London 2012: in your words

Binu Sebastian, Blackburn, Manchester driver – ‘I was driving around Manchester in an Olympic Games vehicle picking up lines-men, referees and other VIPs from the airport, training centres and matches. It was amazing.’

Jimmy Hann (centre), Antrim postman, pre-training camp host – ‘It was good to work with athletes from different countries, and I met Taoufik Makhloufi, who went on to win the gold medal in the 1,500m.’

Barry Holland, Gatwick post-man, bus shuttle driver – ‘It was a fantastic experience. I helped move VIPs and athletes to and from the Copperbox for the hand-ball events. Everyone was very friendly and down to earth.’

David Johnson, Porthmadog post-man, poolside at Aquatics Centre – ‘We monitored warm-ups and swim-downs. I was poolside when Rebecca Adlington won bronze in her 800m Freestyle.’

Kishor Kanji, HWDC postman, Heathrow ambassador – ‘I had a very good experience meeting, greeting and welcoming Chinese, Australian, Russian and Swedish athletes and lots of tourists. It was a very happy once-in-a-lifetime expe-rience, but also lots of hard work!’

martin Grogan (third left), Billeri-cay postman, responsible for football equipment in Manchester – ‘I’ve worked with the England team and on events like the World Cup and European championships. I’ve met lots of the players and it was really enjoyable.’

Kevin matthews, Dartmouth postman, sailing physiotherapist – ‘Nothing prepared me for how I felt when I was actually there treat-ing sailors, and meeting celebrities including Lord Coe, Ben Ainslie and Nick Dempsey. I have fantastic memories.’

Peter muwonge-matovu, HWDC postman, Heathrow ambassador – ‘It was inspirational to be part of this exer-cise and to meet such interesting people.’

ceremony starsSajith and Vinod took part in Danny Boyle’s spectacular opening ceremony

tony Woodward, Jubilee mail centre postman, was featured on TV when he cycled down part of the time trial route after the race: ‘It made sense to use one of the bikes we’ve got to get through to postboxes when roads are closed. The crowds were cheering me on and even police and stewards were clapping!’

Bob Silver, Quality and Service Integrity team, volunteer with St John Ambulance – ‘We dealt with several calls, including a six-year-old who cut his leg open. I also did a duty with the police to cover for regular officers on loan to London.’

Steve Harris, Southampton late shift manager, safety officer at Greenwich Park for Olympics and Paralympics – ‘LOCOG asked me because of my work as chief steward at Southampton FC, as I already had the required qualification.’

maura Campbell, distribution man-ager, Croydon, tennis first re-sponder – ‘I ended up with sore feet, got wet, and hot, but I man-aged to get Tson-ga’s match ball and the ones used in the Men’s Bronze match! Not too many inju-ries to deal with, mainly blisters.’

Paul taylor, people transition manager, Greenford, ExCeL driver – ‘As part of the driving team I was based at ExCeL and was privileged to play my part in delivering a won-derful Olympic Games.’

matthew Witt, newmarket, delivery man-ager, track athletics official – ‘I rang the lap bell for mo Farah’s 5,000m race and was the main judge on the finish line when Jessica ennis won her gold medal.’

Goncalo menezes, Brentford postman, table tennis – ‘It was an amazing experience, dealing with all the athletes and being a table assistant in some matches. I was on tv! I’m proud of being part of this extraordinary event.’

Bob Hale, Bath, postman, BmX referee – ‘I met several famous people while referee-ing and watched Shanaze reade as she was doing well in the heats. the whole thing was so exciting.’

A secret weapon in the medal tally for Team GB came from Cath Barrett, postwoman at Preston mail centre. She owns the horse Glen Gold, ridden by Sam Murray to silver medal success in the modern pentathlon.

Cath (pictured riding Glen Gold) says: ‘Glen trialled in April this year and was awarded a place. The horses are matched to competitors at random, so it was a fantastic feeling that he was ridden by a British rider, especially when she came second.’

Chris maddocks, Tiverton postman, former Olympics race walk competitor and now com-mentator – ‘It was an honour to commentate on three Olympic walks for NBC. It was nice go-ing back to a world I knew as an Olympic competitor, this time as a journalist.’ Chris has a new autobiography out at www.race walkuk.com/book

Sunil Patel (far right), London delivery planner, was at the media centre – ‘I saw many famous faces. I was buzzing the whole time I was at the Olympic Park, and we had our photo taken with Lord Coe.’

abimbola oshikoya,delivery revisions plan-ner in London, Para-lympics Games Maker – ‘The Paralympics were great – if those athletes can do it with their disabilities, why can’t everybody? It was a real eye-opener.’

Share your favourite stamps story from London 2012 – [email protected]

Share your favourite stamps story from London 2012 – [email protected]

12 September 2012 September 2012 13

Biting Back – on the BBc

Great call of chinaWe announced a new venture with a chinese logistics company last month to deliver parcels from china to europe, including the uK. editor-in-chief Mark Glover caught up with Mark Thomson, managing director of our International business, to tell us more…

So, what’s the deal in china, Mark?Our European parcels business GLS has joined forces with a leading national Chinese company called ZJS Express. We will trade in China as Euro Business Parcel, offering Chinese businesses a competitively priced, fully-tracked, business-to-business delivery proposition enabling them to reach a huge number of customers across Eu-rope.

Why china in particular?China’s logistics market is growing at around 11% a year, whereas in the UK and Europe it’s much slower. Stats show that China has surpassed the US to become the EU’s largest trading partner. Chinese exports to the EU have grown almost 50% in the last five years, accord-ing to trade data from the European Commission. Revenues are expected to grow by around 20%, according to state predictions. We’re targeting emerging markets and have to have a presence in China or we will be missing a trick.

Tell us about ZJS...They have invested in a nationwide pick up and delivery system that reaches places where competitors struggle to go. Together with GLS’s

reach into 42 European countries, it’s a power-ful combination. Parcelforce Worldwide will act as the UK delivery arm. With established net-works, we don’t need huge capital investment.

But isn’t the chinese market really com-petitive? How will we stand out? We’ve spotted a niche market. Customers want reliable delivery to Europe within 3-5 days with-out paying a premium price for a faster service. We’re targeting small to medium-sized business-es in China with the catchphrase “the speed you need at the price you want.”

Why is this move im-portant to Royal Mail?The alliance between GLS and ZJS is part of our overall parcel strategy. As letter volumes continue to fall, we are focused on generating profitable rev-enue streams in parcels and marketing mail. In the last financial year, our par-cels business grew by 6% and accounted for 48% of

Group revenues, generating £4.2 billion. Our projections see China as helping to push that revenue beyond 50% in the next few years. De-veloping our business in this way will also make us attractive to potential private investors, look-ing to explore growth opportunities.

How long has the deal taken and what’s been involved?It has taken some time. China is a large and complex country, and doing busi-

ness there requires patience and persever-ance as well as being sensitive to cultural issues. Building relationships is crucial to doing business in China. Our relationship with ZJS was carefully nurtured over many months. We under-went a programme of cross-cultural training led by a specialist to help better understanding and effective working for everyone. They were very interested in how Royal Mail operates, for example adopting a reward and recognition scheme similar to Watch & Win.

Where next after china?We see this move as the start of much bigger activity internationally, looking to grow our busi-ness in other emerging markets in a similar way, using our existing network and partnerships.

IT’S 107,000 accident-free hours and counting for the project to trans-form Leeds and Tyneside mail centres.

That impressive record helped the project win the prestigious Regional Health and Safety Award category in the annual Association for Pro-ject Safety awards last month.

‘The way we shared infor-mation between all the par-ties was key,’ says Jonathan Barrington, safety controller at Leeds.

‘Everyone who works here was involved. We put up boards to update people in reception and across the site.

‘We introduced contrac-tors Wates to our World Class

Mail ways of working. They already had their own proce-dures for reporting things like near misses, but they chose to follow ours.’

Wates also adopted a yellow card system for any of its contractors who did not conform to the strict health and safety standards. Anyone breaching standards on as-pects such as wearing the right personal protective equip-ment was warned, and if they offended again they weren’t allowed back on site.

They also held a safety briefing for all workers at 8am each day, and an end-of-day huddle before every-one headed home.

Targeting international growth market as part of our overall parcel strategy

THe fIRST Logistics recognition event saw exceptional teams and individuals crowned winners in the Best of the Best awards.

Judges whittled down more than 200 nomina-tions from Logistics Operations, Fleet & Mainte-nance Services (F&MS), Facilities Management, Manual Data Entry Centres (MDECs) and the sup-port functions in HR, Finance and Quality & Service Integrity. There were four categories in what will

now be an annual event. Dave Lees, administrator, ops support at our Na-

tional Distribution Centre, was joint winner of Col-league of the Year. He says: ‘I was very surprised to win given the calibre of the nominees.

‘I feel really privileged to be among the first win-ners, and it was a fantastic occasion.’

More than 120 people attended the event at the Belfry, which also recognised staff celebrating 40 years’ service in 2011-12 and colleagues who made exceptional contributions to the business.

Safety savvyBest of the Best

The Best of the Best winners:

Rising Star of the Year – Craig Fellows (Fleet), Daniel Langdon (Plymouth MDEC), Danny Moore (Processing) and Paul Allen (Network)

Colleague of the Year – Dave Lees (NDC) and Suzanne Delve (North West regional distribution centre)

Team of the Year – Hemel Hempstead vehicle service centre

Manager of the Year – Diane Bulmer, Plymouth MDEC

PoSTWoMan debbie dun-ning talked about the psy-chological effect of a dog at-tack when she was inter-viewed on BBC South Today.

The local news team dropped in on Shirley delivery office to help highlight the dan-ger dogs pose to our postmen and women.

Presenter Alexis Green spent several hours talking to staff.

Debbie says: ‘My bite was quite nasty and there was a psy-chological effect – even though I have a dog myself, I became quite nervous of them when out on my round. It’ll be good if this piece on the BBC helps to get the message across.’

Postman Carl Grant adds: ‘I was happy to be interviewed. I don’t know if it will make the public change the way they keep their dogs, but if it raises awareness of the issue, then that’s a good thing.’

Paul Watford, delivery of-fice manager, demonstrated our posting pegs. He says:

‘The piece highlighted the 537 admissions to hospital in the south of England from dog attacks. That doesn’t even include those treated at A&E. Summer holidays are one of the worst times for dog attacks, so this feature on BBC South Today was great timing.’

It’s a wrap… Paul, Alexis and Debbie

ReTIRed High court Judge Sir Gordon Langley, who is leading an independent in-quiry to come up with rec-ommendations to reduce the risk of dog attacks, visited cardiff north delivery office and Home counties north mail centre to talk to staff.

Sir Gordon heard colleagues talk about the new process the team has introduced using our safety management programmes and World Class Mail (WCM) techniques. This has seen acci-dents at Cardiff North reduced from nine in 2010 to zero in 2011.

Postman Matthew Lewis told him: ‘The process we have been through means that every possi-ble risk has been identified. We all have posting pegs and we know not to put hands into letterboxes.’

Postman Anthony Tooher explained why he thought dogs were sometimes aggressive: ‘They’re usually just trying to de-fend their property and see you as a threat. It can be the owners who make their dogs aggressive, but 99% of customers do listen when we talk to them and often do what is needed.’

WCM safety pillar lead Craig Sampson took Sir Gordon out to a property to give him a clearer

picture of the risks. On the day, even stepping near the door provoked frenzied barking.

Sir Gordon saw first-hand how intimidating it can be for a postman or woman to deliver items through the letterbox or ring the doorbell to hand-deliv-er a package at a property with an aggressive dog.

‘I am encouraged to see Royal Mail taking action and stopping delivery where it is simply not safe to do so,’ he says. ‘I don’t think there’s a lot of disagreement about the need for change, but it’s the detail of licensing, chipping, training and so on that needs clarifying.’

‘Sir Gordon was very easy to talk to,’ says postman Phil eide, who suffered a dog bite nearly two years ago.

‘He asked good ques-tions and listened to what I had to say. I explained that the problem isn’t always the big or “dangerous” dogs, but the medium-sized,

ordinary dogs.’Phil suffered a dog bite in

his finger when he pushed a letter through a customer’s letterbox.

‘By communicating with the customer and immedi-ately starting to use a posting peg, we were able to reduce the risk of it happening again,’ says Phil.

The inquiry has finished gathering evidence and is now drafting conclusions.

It is hoped the inquiry will report later this year.

SEE MoRE WoRLD CLASS MAiL

SuCCESS SToRiES iN

THiS iSSuE’S iNSERT

WiTH EMPLoYEE CoPiES oF CouRiER

Fact-finding mission... secretary to the inquiryRobert Alnutt, Sir Gordon (centre) and Matthew discuss the process

Customers want reliable delivery to Europe within 3-5 days without

paying a premium rate for faster

service.

We see this move as the

start of much bigger activity

internationally.

langlEy inquiry quizzEs Cardiff

CASE STuDY

WHAT HAPPENS NExT...

China in their hands... Mark Thomson and ZJS president Zheng Ruixiang

Safetyfirst...

Jonathancollected

the award

Sharing experiences... Philwas bitten by a dog

by HILaRy RoBeRTSon

Recommendations... our chairman Donald Brydon

set up the inquiry

Safer... posting pegsare among our toolkit


Upload photos of your mous-tache to myroyalmail.com during Movember and see if it’s ‘hot’ or not. our employee website will stage ‘tash of the titans’ – a game where we pit moustach-es against one another to see which ones people rate the best.

It’s all in the name of raising awareness and as much money as we can during the month-long

global fundraiser. Royal Mail will match every penny you raise – but only if you register via myroyalmail.com so we can track the money our people raise.

Women can also get involved. Become a Mo Sista and support the men in your lives (they don’t have to work for us) by encouraging them to take part and raising as much money as you can. You can put up with that

tickly feeling for a month, can’t you? But if not, you could take part in a sponsored run or organise a fundrais-ing event instead.

Simply log on to myroyalmail.com for more info – then get growing your tash and raising your cash.

If you don’t have access to the internet, you can request a paper registration form by calling a dedicated phoneline: 0151 284 1221.

last but not least

Grow a Tashand raise some cash

Arthur Spurling worked for Royal Mail for 25 years, ending up as motor transport auditor for Scotland and Northern Ireland before he retired in 1994. Two years ago, he was diagnosed with prostate cancer, and he has just been given the all-clear...

‘I found out two days before my wife and I were going to New York for a wedding,’ says Arthur.

‘I’d had a bladder problem, which turned out to be just an infection, but they asked if I had any other problems, so I mentioned the time it took me to go to the loo (my waterworks). They gave me a rectal examination. I then had a blood test to check my PSA levels (prostate specific antigen) – 5.5, higher than normal. They booked me in for a biopsy the next week.

‘I was concerned. Who thinks they might get cancer? I certainly didn’t – to me, cancer meant dying.

Treatments

‘Two days before the trip, the specialist nurse told me they’d found cancer of the prostate, but there are several treatments available if it’s caught in time. They said to enjoy the holiday and come back to the hospital when I got back.

‘They gave me loads of pamphlets about the treatment options. One I disregarded immediately was brachytherapy, where radioactive isotopes are inserted into the affected area. I’d done military training as a nuclear, biological and chemical warfare officer – I thought there’s no way I am having that. But there were plenty of other options to think about.

‘Our friends’ daughter, a doctor, was

marrying another doctor, so nearly every guest at the wedding was a doctor. I got chatting to an oncologist. I asked which treatment he’d recommend – he said brachytherapy. He said he treated a former president who had lived for more than 20 years since his treatment and was still alive at 80. But brachytherapy was still a no-no for me.

Coincidence

‘Then my wife was leafing through the in-flight magazine on the plane, and there was a feature about brachytherapy. This was all too much of a coincidence! It made up my mind for me.

‘Back home, I had further counselling with the excellent specialist nurse. I asked him how common this cancer is in men, and he said almost every man over 60 will have prostate cancer to some degree.

‘The brachytherapy involved staying in hospital overnight with a general anaesthetic and 132 beads of iodine radioactive isotopes inserted into the prostate.

‘On 18 August this year, I was told my PSA is now down to 0.2 and there is no sign of cancer. All other areas – including the physical side of married life! – are fine too.

‘It just takes one blood test to determine prostate cancer. All of us men can have a blood test at our GP or Well Man clinic.

‘Prostate cancer is slow-growing and has no pain – it’s definitely a secret cancer. If you can’t pass water like you used to, or you get out of bed more than normal to go to the loo at night, just ask to get your PSA levels tested. Do it before it’s too late to treat. Please don’t be too frightened. That one small question could save your life.’

80p £100x =

Challenge Cup-winning War-rington Wolves rugby league player lee Briers was guest of honour at the opening of a

new state-of-the-art gym at Warrington mail centre.

Installed and run by contractor Energy Fitness Professionals, the fully equipped facility is open to all mail centre employees and colleagues from nearby delivery offices.

For just £3.50 a week, members have unlimited use of the gym, get a full fitness assessment and per-sonal exercise programme. Fitness classes and treatments will become available.

‘I’ve been pestering the site manager about the gym for ages, so I’m delighted it’s now open,’ says distribution driver Lee Campbell.

’I’ve already had my assessment and am looking forward to using the free weights and the running machines here to keep my fitness levels up.’

Gym and Tonic

Royal Mail is refurbishing gyms and renewing

equipment as part of an improvement programme to encourage staff to stay active.

It will also be running national inter-gym

competitions, and the next one will be an

individual ‘Olympics’. We’ll keep you posted.

52 weeks

Meet your matchof CoUrse, we don’t just limit our charitable support to one month – we help our people all year round.

Whether it’s for our Charity of the Year programme or another good cause close to your heart, the company can help.

here’s hoW...Through our Charity of the Year programme 2012-14, the compa-ny is matching every penny em-ployees raise for Prostate Cancer UK up to £1 million. Once we hit the £2 million mark, the company will match the money employees raise – again up to £2 million – for

Alzheimer’s Society and Whizz-Kidz.

Through the community sup-port scheme, staff can apply once a year for up to £200 in matched giving for any registered charity or good cause. You can also apply for grants up to £200 to help stage a fundraising event.

You can also donate through payroll giving. If you pledge £1 from your pay every week, it will cost you 80p; or if you pledge £4 from your salary each month, it will cost you £3.60 (based on those paying 20% tax).

The business will automatically match any donation you make

to Prostate Cancer UK. So, if you pledge £1 a week, we will do the same. This means that while only 80p is deducted from your pay, over the course of a year the charity will receive more than £100 from you.

and get inforMation

aBoUt payroll giving By

sCanning this Code

sCan With yoUr

sMartphone to see fUll details

of MatChed giving at Myroyal

Mail.CoM

Arthur’s storyHave you, or a loved one, experienced prostate cancer? If you’d be willing to share your story with readers, email [email protected] or call 020 7922 5670

by Ben McCorMiCk

by lisa MoBley

the weight is over... lee Briers (left) and lee campbell tone up in the gym

planning, attention to de-tail and good communication were key factors in seaford’s successful delivery revision.

The team there is now shar-ing vans and using trolleys to deliver more packets and fewer letters. Many offices have now introduced the new delivery methods as we step up the pace of change across the business.

Being the last delivery of-fice in its sector to introduce the changes, Seaford had the benefit of learning from other revisions in the area.

Delivery office manager Tim Hill had seen the revision

deployed at nearby Eastbourne delivery office, so knew what worked well in ensuring as smooth a transition as possible.

Tim spent a lot of time checking the data to make sure each walk was mapped out correctly.

Postman John Hamlet thinks this helped people at the office adjust to the changes.

‘No one really likes change, but we were told why it was happening at team briefings and most of us are reasonably happy now the new methods have had a chance to bed in,’ he says.

‘While there are still one or two things to iron out, on the whole, everyone’s adjusted to the new way of working.’

oUr final intelligent letter sort-ing machine (ilsM) has been in-stalled at south Midlands mail centre.

The 66th iLSM marks the end of a £127m project that has seen all the machinery delivered and fitted without incident.

Julie Barrett, iLSM-trained post-woman, believes the new ma-chine will be crucial to the centre’s ongoing ability to handle high vol-umes of mail.

‘We are currently dealing with a lot of diversions from elsewhere and having the iLSMs really helps,’ she says.

‘It’s great to work in an envi-ronment where we’re getting this kind of brilliant equipment to use.’

Anna Sargent, mail centre man-ager, says: ‘The machine arriving was an integral part of the centre’s development and all six of our iLSMs are critical parts of the ongoing transformation process here.

‘From day one this site has been all about integration with technology,

and these machines give us a higher capability to process mail while using less machinery.’

‘The final iLSM being installed at South Midlands is a neat bookend to mark the end of the project; the site is home to the first fully operational iLSM, and the last one,’ says iLSM project manager Richard Stratford.

Work is almost com-plete on the new Beeston delivery office.

All colleagues, who pre-viously worked in a make-shift area in Nottingham mail centre, will move into the purpose-built ex-tension from November.

CWU area rep Frank Bolger says: ‘It’s great for the centre and good recognition for the hard work of the staff whose

futures are now secured.’Delivery office man-

ager Philip Rice is also enthusiastic about the change, which has been in the works for two years.

‘For all of us covering Beeston, this new office will be amazing,’ he says.

‘Having a self-con-tained unit will allow us to keep it tidy, improve safety and reduce accidents and complaints.’

The delivery office will have segregated park-ing, space adequate for future delivery revisions

or flow changes, welfare facilities and administra-tion accommodation.

Nottingham mail cen-tre will also undergo extensions as part of the project, scheduled to be completed in March 2013.

Busy bees

compleTely sorTed

(Figures from April 2009 to end of August 2012)

Number of high capacity trolleys

1,767 Number of lightweight trolleys

27,569

Number of vans

9,286 Number of PDAs

16,088

Delivery revisions – the story so far

Fully modernised units

667and counting

MODeRNIsAtION WAtcH

in the picture... seaford’s John hamlet loads up the van

Groundbreaking... doug neil, Geoff Warburton, tony sutton, Frank Bolger, tariq hussain, ricky Mcaulay and calvin dipper

by Ben McCorMiCk

by Ben hall

close inspection... david Bryan, anna sargent, cliff callow, chris Phoenix, Michael Mcnally, vaughan Weller and John Mckinley

Machine milestone... the final ilsM arrives


Perth performs

DiD you know we produce 25 million operational labels every month?

As part of our moderni-sation project, that job has been consolidated in two sites – improving efficiency and helping to secure 18 jobs.

Labels were previously printed at 47 mail centres and two regional distribu-tion centres, but the print-ers were coming to the end of their working lives.

Print sites manager Stuart Chatman says: ‘All the mail centres have suc-cessfully transferred print-ing to the two new sites – based in Sheffield and

Peterborough – over the last eight months.

‘Not only has this move safeguarded jobs at both sites, but it has made

our label printing more efficient, with all labels now sent out within five days, and reduced the amount of stock we store.’

What are our competitors doing?

•Hermes couriers have recently launched a new collection option. If customers don’t have time to wait in for the courier to call, they can opt to avoid courier collections and have the parcel dropped off at a local store.

•APCOvernight has been named as one of Britain’s top-performing private companies in the Sunday Times Profit Track 100 listings, measuring growth between 2008 and 2011. APC Overnight’s 55% growth over the period is attributed to restructuring and efficiency savings.

•UKMail Group has picked up another National Health Service mail contract for its hybrid mail service imail – a combination of electronic and physical items. It will be delivering more than a million sensitive items each year for Maidstone and Tunbridge Wells NHS Trust.

Television presenter Tim Lovejoy is a fan of our gold postboxes and was pictured with one, alongside RMTV producer Adilla Immambocus, in south-west London.

Colleagues at Hull City delivery office, along with three ex-professional footballers, are cham-pioning the use of a Body Composition Analyser machine, which is touring the north-east as part of our health fairs roadshow.

Colleagues across the south-east celebrated their long service with a special event at Ling-field Racecourse. Collectively, the group has achieved a whopping 4,630 years’ service.

Lovejoy ‘loving’ our postboxes

Ex-footballers help Hull get healthy

South East celebrates long service

THaT was THe monTH THaT was on myroyalmail.com

what you may have missed on your employee website...

Postman Michael Fleming was joined on his delivery round in Blairgowrie by John Swin-ney, Perthshire North MSP and Scottish cabinet secretary for finance, employment and sustain-able growth.

MP gets first class experience

CoLLEaguES could be singing their way to star-dom in a new BBC series Sing While You Work.

It’s masterminded by Gareth Malone, who was behind the successful series The Choir.

He helped establish and nurture a Royal Mail choir including postmen and women, drivers, warehouse staff, administrators and directors in the Bristol area.

They will sing head-to-head against choirs from other organisations includ-ing the NHS.

Hallatrow postwoman Penny Barr says: ‘It was amazing, mad, tiring, surprising and really emo-tional. The singing gave me goosebumps.

‘It was also really inter-esting to see our organisa-tion from everyone else’s perspective.’

Logistics director Tim Barber adds: ‘I’d never sung in public before, except when doing karaoke! It was more technical than I thought.

‘What surprised me was how powerful a force we became through our skills development and working together.’

The series is on BBC2 on Thursdays at 9pm until 25 October.

Label conscious

COMPeTITOr WATCH

Print works... shirley Minns printsbundle labels at Peterborough

I’d never sung in public before, except when doing karaoke!

WE juSt missed our target for First Class mail in the latest Quality of Service results.

92.9% of First Class mail was delivered the next working day, against a target of 93%.

However, we delivered 98.6% of Sec-ond Class mail three working days after posting, beating the 98.5% target set by our regulator. We also exceeded our Standard Retail Parcels 90.0% target, with a 97.1% performance.

The highest First Class stamped and metered mail performers were in the Perth (PH) postcode, with a 97.0% perfor-mance, with Carlisle (CA) and Llandrin-dod Wells hot on their heels with 96.7%.

The UK has one of the toughest sets of quality targets in Europe.

Got a smartphone?scan the codes to catch up on what you’ve missed

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tHE intErnEt is enabling many small businesses to grow by selling to custom-ers without the need for a shop. But they still rely on a trusted supplier to deliver their goods.

Last year’s financial results show that parcels now account for 48% of our Group revenues, which is set to grow if we can get this part of our operation right.

Woking collections driver Mar-tin Coote is doing his bit. He’s been collecting from Goodnesse – the company behind ohso pro-biotic chocolate. They rely on us to provide regular subscribers with their healthy probiotic treat.

BooSting BuSinESSMartin says he has seen an in-crease in the number of packets going out.

He adds: ‘After the first few days, I realised they had other post that they weren’t giving to me, so I explained that I can take anything that is going out. So now I regularly take stand-ard post and even Priority mail, as well as their increasing num-ber of packets. I think that helps them out in the afternoons.’

One of the directors of Good-nesse, Andrew Marten, says: ‘Probiotics is a growth market in the UK and around the world. We’re the biggest retailer of pro-biotic chocolate and are looking to spread wider in the UK and globally.

‘We only began trading on 1 January 2012 and already we are sending out 2,500 packets by First Class mail every month. That figure is growing and we’re expecting to reach 30,000 packets by the end of the year.’

PoPuLar ProDuCtWith coverage in magazines and newspapers across the UK, ohso chocolate is reaching more people every month. Andrew says: ‘Our customers are choc-olate lovers, often those who want to lose weight or want a healthy lifestyle.’

We’ll have to convince them of the power of a door drop too!

Andrew Williams is Royal Mail’s sales manager looking after Goodnesse. ‘It’s an exciting new business and we’re pleased they came to us for distribution,’ he says.

‘Subscribers drive their prod-uct and they need to rely on our services to grow their business.’

CuSTOMer COrNer

For Goodnesse

sake!sweet success... Martincollects a packed mailbagfrom Goodnesse director andrew

Hitting tHe rigHt noteon song... the choir in action and (inset) choirmaster Gareth Malone

by HiLary roBErtSon


A judo club has won a prestigious accolade thanks in no small meas-ure to postman Neil Anderson.

Neil, from Woolton delivery office in Liverpool, is senior club coach at AYAC judo club in the city, which was nominated for the Club of the Year ti-tle by the British Judo Association.

‘We’re one of only 25 clubs nomi-nated out of more than 800 across the country, and only six in the north-west,’ says Neil.

‘It’s a fantastic achievement for the club.’

Neil’s been doing judo for 22 years. He is a black belt second dan and the county coach for Merseyside.’

■ bowling ’em overBirkeNheAd delivery office has a champion in its midst – postman robbie Fitzpatrick won the isle of Man Crown Green Bowls Festival af-ter 20 years of trying.

Robbie says: ‘I’ve been striving to win this for so many years. It’s the biggest crown green tournament and I was really pleased to beat former winner Dave Jackson 21-14.’

Every week, Robbie plays for Wirral teams and also drives to Yorkshire to play in the Yorkshire leagues. ‘This is a sport I love,’ he says. ‘This latest win fulfils a major dream of mine.’ Proud… robbie with his prized cup

among the best… councillor liam robinson, neil, British Judo association official Jean knowles and local MP luciana Berger celebrate the club’s nomination

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Offi cial Government Test Environmental Data. Fuel consumption fi gures mpg (litres/100km) and CO2 emissions (g/km). Vauxhall range (excl. Ampera): Urban: 14.4 (19.6) - 67.3 (4.2), Extra-urban: 27.4 (10.3) - 91.1 (3.1), Combined: 20.6 (13.7) - 80.7 (3.5). CO2 emissions: 324 - 94g/km.

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ABerGAveNNy delivery office postman roger dommett may never do an easier day’s work in his life.

He struck gold straight away on the Watch&Win reward scheme. Roger filled in a spotter’s card to recom-mend a designer clothing company, W M Nicholls, that could benefit from de-livering with us.

Before he even received his scheme welcome pack, Roger had been entered

into the normal monthly prize draw for submitting a qualified lead, and was pulled out as a winner.

Delighted Roger says: ‘This took five minutes of my time, and now I’m £250 richer. It was beginner’s luck, I sup-pose.

‘I’d heard that a few colleagues in my office had submitted leads so I thought I would give it a go.

‘I’ve got a few more ideas of companies I might recommend, but I’ll be keeping my eyes open for potential leads as well.’

reflecting on success... roger won rapid rewards

Welsh dragon makes flying start

Vital Capitao MAKENGO, a postman at East London distribution centre, stole 25 postal packets containing business cheques. Makengo pleaded guilty to three charges of theft at Basildon Crown Court on 27 July 2012 and was sentenced to 13 months’ imprisonment on each charge, to run concurrently.

Craig PRIDEY, a postman from Lymington delivery office who stole postal packets containing cheque books, pleaded guilty to two charges of theft at

Southampton Crown Court on 9 July 2012. He was sentenced to four months’ imprisonment.

Robert Edward Oneyebuchi UMERAH, a postman from Orpington delivery office, stole more than 500 postal packets, including items containing cash, DVDs and computer consoles. He pleaded guilty to three charges of theft at Bromley Magistrates’ Court on 17 August 2012 and was sentenced to six months’ imprisonment on each charge, to run concurrently.

court in the actOur regular round-up of convictions across the country. Phil Gerrish, our director of investiga-tions, says: ‘If you act dishonestly and steal or interfere with the mail then you will be caught and prosecuted. It affects our customers and it harms our reputation. The courts see it as a major breach of trust in a highly respected and vital organisa-tion. There is a high chance you will go to prison.’

BUllYING & HARAssMENt

HElPlINE

0800 587 4777

sPEAK UP

(wHIstlEBlOwING)

Report a breach of our

licence or legal obligations

to a confidential external

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royalmail

DIsABIlItY HElPlINE

0800 028 6142 or email

disability.helpline@royalmail.

com

PENsIONs HElPlINE

Postline 5456 4545

or 0114 241 4545

(employees)

0845 603 0043 (pensioners)

HUMAN REsOURCEs

Royal Mail business units:

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606 0603/0114 241 8890

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It wasn’t all about the olympIcs thIs summer, as these other sportIng greats show!

erith poStMAN Craig edwards has become the London middleweight box-ing champion after knock-ing out the defending champion in a record 33 seconds.

Craig says the fight was amazing and was surprised he won. ‘I believed I could win but I didn’t expect to win like that! Everyone in the stadium was on their feet and I think they were a bit shocked as well.’

Having started boxing at a gym in Islington with his uncle

at 16, Craig moved to Finch-ley ABC where, he says, he was moulded and fast-tracked to become a pro.

‘The Olympics have defi-nitely inspired me,’ says Craig. ‘I trained alongside Anthony Joshua (who won gold in the men’s super heavyweight box-ing) at Finchley ABC. What he has achieved is amazing and I hope it inspires others to get into the sport.’

Watch Craig’s fight on YouTube: www.youtube.com/watch?v=6B8AXJ4vhSg

AGe proved no barrier for Glasgow postman Andrew McLinden, who stormed to vic-tory in the over-60s category of the world championships half-marathon in Finland.

Andrew, 61, completed the course in 1hr 20mins – more than a minute ahead of his nearest rival.

‘With a couple of miles left, a few people told me I had a healthy lead,’ says Andrew, who’s the top-ranking British athlete. ‘It was a great feeling crossing the line. It’s nice to be a world champion – even at my age!’

THe flying scoTsman

It’s a knockoutPic

tur

e: J

aS

on

Ste

el

■ club classby GAry MoSS

Miles better... andrew is a world champion


Across3. We will trade in this country as Euro Business Parcel (5)6. And 2 Down. British swimming sensation at the 2012 Paralympics (5,8)8. It shows tiredness or boredom (4)10. Mark, our Olympics director (7)11. Drawer for money (4)12. Brass instrument (6)13. Sword used in Olympic and Paralympic fencing (4)15. Work is almost complete on this Nottinghamshire delivery office (7)17. And 7 Down. These helped to promote Royal Mail’s involvement in the 2012 Olympic and Paralympic Games (4,9)

18. See 11 Down19. Country that won most gold medals at the 2012 Olympic Games (3)

Down1. 2012 has been the _____ summer of sport ever (4)2. See 6 Across4. Cyclist who now has a record six Olympic gold medals…(3)5. …and the British sailor who has won a gold medal at the last four Olympic Games (7)7. See 17 Across9. Boxer who lit the flame at the 1996 Olympics in Atlanta (3)11. And 18 Across. Shakespeare

play which was the inspiration for the opening ceremony of the 2012 Paralympics (3,7)12. Silvery-white magnetic metal (6)14. This New York island used to be an entry point for immigrants (5)16. Dutch cheese (4)

We have 10 £10 gift cards up for grabs. Once again you’ll find some help with your answers to this issue’s crossword within the pages of this issue of Courier. Post your entry to September crossword, 24-26 Great Suffolk Street, London SE1 0UE to arrive by 19 October 2012. See above left for full terms and conditions.

7 9

19

32 4 51

8

6

10

12

13

11

14

15

17

16

18

Name

Home Address

Postcode

Bag yourselF a £10 one4all giFt card in our crossWord coMpetitionThe one4all Crossword

June’s answersacross 5 Joseph. 6 oath. 7 cancer uk. 8 Burgess hill. 12 prostate. 14 appeal. 16 dickens. 17 salad. doWn 1 usa. 2 update. 3 Joseph. 4 the killers. 5 Jailbreak. 9 gape. 10 stolid. 11 images. 13 rada. 15 pea.

clu

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Our prize is an Olympus VG-170 featuring 14 megapixels, 5x wide optical zoom, 720p HD movie and 7.6cm/3.0” colour LCD.

You’ve been framed

■ Send your snaps to courierphotos @abcomm.co.uk or post to Courier photo competition, 24-26 Great Suffolk Street, London SE1 0UE. Please include your home address.

Unless otherwise stated, the following terms and conditions apply: 1. Prize draws and competitions are open only to Courier readers who are UK-based Royal Mail employees over the age of 18 or UK-based Royal Mail pensioners. 2. Closing date for receipt of entries is Friday 19 October 2012 (unless otherwise stat-ed). Only one entry per person. No third party or bulk entries. Entries must include entrant’s name, home address and contact details such as tele-phone number or email ad-dress. 3. No responsibility can be accepted for entries in-complete, delayed, wrongly delivered, damaged or not re-ceived for any reason. Proof of posting is not proof of re-ceipt. 4. Prizes must be ac-cepted as offered and are subject to availability. No cash alternative or cash difference will be offered and prizes are not transferable. Values of prizes correct at time of going to press. 5. Winners will be notified by post 28 days after closing date. 6. Winners of prize draws are the first names drawn at random or the first correct entry drawn at random by an independent person after the closing date. 7. If a prize is not claimed within three months of the closing date, a redraw will take place. 8. Promoter’s de-cision is final. No correspond-ence will be entered into. 9. Entry implies acceptance of these rules. 10. The promoter reserves the right to substitute a prize of equal or greater val-ue, if necessary. 11. Winners’ details are available 28 days after closing date. Send an SAE marked Prize Draw/Competition Results to Couri-er, AB Publishing Ltd, 24-26 Great Suffolk Street, London SE1 0UE. 12. Winners may be required to take part in public-ity for promotions. 13. Pro-moter is Royal Mail Group Ltd, 100 Victoria Embank-ment, London EC4Y 0HQ. 14. Neither AB Publishing Ltd or Royal Mail are responsible for any third party direct market-ing or third party offers or ser-vices. 15. Prize supplier may want to contact you directly for marketing purposes. If you would like to unsubscribe from marketing mail, please contact prize supplier directly. If you do not want to receive further information from the prize supplier and you enter by post, please write ‘no’ on your postal entry. If you do want to receive information from the prize supplier and you enter by email, please write ‘yes’ in the subject line of your email entry.

GENERAL COURIER

TERMS & CONDITIONS

Win a three-month membership* at your local David Lloyd club!

In today’s busy world, it’s no wonder that health and fitness sometimes take a back seat. That’s why David Lloyd is giv-ing THREE people the chance to win a three-month membership at their local David Lloyd club.

Whether you’re a keen sports enthu-siast already or a more laid-back leisure seeker who likes to take a dabble now and again, there’s a place that offers a ha-ven of health and fitness activities under one roof – providing a plethora of time-tabled classes to slot into your busy life.

David Lloyd Leisure offers something for everyone, whether it’s gentle exercise you’re after or working up a sweat. Each David Lloyd club runs a full programme of classes and training sessions catering for a broad range of tastes and abilities – you can pick from high-energy, holis-tic, strength and conditioning, or dance classes.

Simply visit www.davidlloyd.co.uk/royalmail to enter the competition – you will receive a complimentary day pass to experience your local David Lloyd club.

The David Lloyd Leisure Group oper-ates 80 clubs in the UK and a further 10 clubs across Europe, with some 12,500 exercise machines and 10,000 exercise classes each week, 700 tennis courts, 180 badminton courts and 140 squash courts, and more than 150 indoor and outdoor swimming pools.* Terms and conditions apply – please see website for full details

Helping you get HealtHy

it’s an Olympics special this issue!Winner Paul Simons was lucky enough to watch Mo

Farah’s 5,000m victory at the Olympic Stadium. But Paul, postman at Oldham delivery office and one of Courier’s previous guest editors, took a spot of light reading with him in case the sporting action wasn’t enough.

Dave Hoskin, postman at Bodmin delivery office, took a well-earned rest after he had run with the Olympic torch through Bugle, Cornwall.

Torchbearer Pauline Eastment, postwoman at St Athan, paused for pictures outside the Millennium Centre, Cardiff Bay, shortly after completing her leg of the Olympic Torch Relay in Barry. We like her clever use of Courier!

And Graham Clarkson from Medway mail centre caught up with Courier on a break from his Games Maker driving duties in the Paralympic Games.

Paul Simons

WINNer!

Dave Hoskin

Smart moveYOu cOuLD be

enjoying all the mul-timedia benefits of a

smart tV courtesy of courier.We have five Samsung Smart TVs

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a chance of winning one is answer the following question and send your answer to couriercompetitions@ abcomm.co.uk putting TV competi-tion in the subject header, or on a postcard to TV competition, 24-26 Great Suffolk Street, London SE1 0UE by 19 October 2012. Please in-clude your name, contact number and home address with your entry.

Q: WHo iS Widely credited WitH

inventing televiSion?

win!

POstaL artistry was a keen and successful pursuit for MacDonald Gill.

He redesigned the iconic logo for the General Post Office (GPO) in 1934, one of the first examples of branding.

The Brighton-born mural painter, architect, letterer and graphic artist was also an accom-plished decorative mapmaker.

He created an elaborate, complex map of mail steam-

ship routes in 1937, including a wealth of cartographic infor-mation and typography.

It depicts the Royal Mail steamship routes that carried most of the UK’s international mail during the 1930s, framed by illustrations of transport links through which the post would pass.

The British Postal Museum & Archive (BPMA) has a re-production of the map for sale. It comes folded in a wallet, accompanied by an introduction by BPMA curator Julian Stray.

UNFORGETTABLE YEAR AHEAD

Our finaL Olympic and Paralympic stamps are on sale on 27 september.

‘Memories of london 2012’ are four stamps reviewing iconic moments from both the olympic and paralympic games.

one of the stamps highlights the role of the 70,000 games Makers, featuring a group of volunteers, in their distinctive purple and red

uniforms, with the iconic

olympic stadium in the background.the paralympic games feature

on two stamps, with images from the opening ceremony and paralympicsgB procession into the stadium.

the fourth stamp shows a scene from the closing ceremony of the olympic games.

THANks FOR THE mEmORiEs

traDitiOnaL breeds of British cattle feature in the latest in our British farm animals series of Post & Go stamps.

Out on 28 September, the stamps showcase six breeds, including Aber-deen Angus and Highland.

GOiNG LOGO from tHe arcHive A good moo-veget your copy of Macdonald gill’s Map of Mail steamship routes

from the BpMa for £9.99 (+£3.50 postage

and packaging within the uk).

visit wwwpostalheritage.org.uk/page/publications -steamshipmap, call 020 7239 5125 or send a cheque made payable to ‘postal heritage services’ to: product sales, the British postal Museum & archive, Freeling house, phoenix place, london Wc1X 0dl.

ReadeR

offeR

visit royalmail.com/memories

Pauline Eastment

Graham Clarkson

win!


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CSMA Club Discounts on leisure retreats, live events and motoring benefits. Visit: www.csmaclub.co.uk/royalmailgroup

David Lloyd Leisure Gym membership and free trials.Tel: 0844 848 4737Visit: www.davidlloyd.co.uk

English Heritage Free entry for colleagues, one adult guest and up to six children to 280 English Heritage sites by showing a

work pass, plus discounts on holiday cottages (quote: HROYAL); on prints at www.englishheritageprints.com (quote: CRPT815); and at shops (quote: EHCORPRM12).Visit: www.english-heritage.org.uk/corporatemembers or intranet for a list of free-to-visit sites

Fitness First Money off membership at more than 170 Fitness First health clubs. Tel: 0870 898 8080 Visit: www.fitnessfirst.co.uk

Hoseasons Discounts on holidays. Quote: mail.Tel: 0844 847 1296Visit: www.hoseasons.co.uk/royalmail

Hovertravel 50% discount off standard adult and child period returns, day returns and single tickets.Tickets only available on day of purchase at Hovertravel terminals. Company ID (Royal Mail pass) required to receive discounted fares. Discount eligible for the staff member plus one and subject to availability.

Merlin Entertainment Up to 55% off entry to top UK attractions. Quote: Royal Mail.Tel: 0871 222 4001

Mygolfpass Discounted golf in UK and Europe.Visit: www.mygolfpass.com/rmgroup

Royal Mail Sports Foundation Help with sports kit and training. Please email for further information.Tel: 0845 600 9665Email: [email protected]

Shift into Sports Contract-free, discounted fitness facilities. Quote: post2012.

Visit: www.shiftintosports.com/ royalmailgroup

Wightlink Up to 20% ferry discount to the Isle of Wight for yourself, car and passengers or up to six travelling companions on foot. Tel: 0871 376 1000 quoting account number 200336 and your photo ID number. Payment by credit/debit card at time of booking and photo ID to be shown when collecting the tickets

SUPPORT FOR YOUChildcare Voucher Scheme Save up to £904 per parent, per year. Quote: S462321D. Tel: 0800 612 9015 Visit: www.kiddivouchers.com

Disability Helpline For disability-related issues.Tel: 0800 028 6142 or through RNID Typetalk and BT Text Direct. Email: [email protected]

HELP Free 24-hour independent and confidential advice for colleagues. Tel: 0800 688 8777

POOBI Financial help for hard-pressed employees with children. Tel: 020 7239 2295 Visit: www.poobi.org

Rowland Hill Fund For those in financial hardship. Tel: 0800 688 8777 Visit: www.rowlandhillfund.org

Volunteer/fundraiser support For colleagues raising charity cash or volunteering. Tel: 0151 284 1221

Help for little HarbourKeith Routcliffe, work area manager at exeter mail centre, ran the Plymouth half-marathon for Little harbour, a new children’s hospice in St Austell. ‘i raised £542 and Royal Mail gave me an extra £200 of match-funding,’ says Keith. ‘it was an honour to go to the hospice and collect my certificate.’

MONEY-SAvING OFFERS AND HELP wHEN YOU NEED IT Key: Employees only Employees and pensioners

hospice helper… keith tackled a half-marathon

HitcHin delivery office manager Phil chester was one of a team of four who raised nearly £3,000 for Macmillan cancer Support in the Longest Day golf challenge.

‘We played two rounds on two courses, starting before 5am,’ says Phil. ‘We walked around 28 miles in the day and each hit 340 golf shots. In the end, we scored a total of 330 points, 42 under par for our handicaps.

‘We are all so grate-ful to our sponsors who made the day possible and all our friends and col-leagues who generously dug deep into their pockets for such a worthy cause.’

tee totallers… Phil (left) and therest of the chesfield chappies

midway through their challenge

Fundraising to a tee

cHeSter-baSeD Hr investigator neil Donovan cycled 325 miles from London to Paris to raise cash for ac-tion Medical research.

‘This is definitely the hardest thing I have ever attempted,’ he says. ‘We cycled more than 14,600ft of ascents – equivalent to half of Everest.

‘On the way to Paris we rode through the Valley of the Somme and stopped at a num-ber of First World War memorials, which were very poignant. After reading and seeing first-hand what those people went through, the cycling didn’t seem quite so hard.’

An added bonus for Neil was arriving in time to see the final stage of the Tour de France as Bradley Wiggins won.

‘I have had some wonderful support and to date I have managed to raise more than £1,500 for Action Medical Research, most of which has come from my colleagues at Royal Mail, along with match funding from the business.’

frencH connection

ecstatic… neil celebrates arriving at the eiffel tower

intrePiD Lisa rohan is swapping Kent for Kilimanjaro to raise cash for Pros-tate cancer UK. She’ll tackle the chal-lenging trek up the 20,000ft mountain in tanzania in January.

‘I’m 43 and have never done anything like this before! But I’m looking forward to tak-ing it on,’ says Lisa, from Tonbridge delivery office’s book room. ‘As well as training, I’m organising several fundraising events, and it would be great to have as much support from friends and colleagues as possible.

‘I wanted to raise funds for prostate can-cer as I work in such a male-dominated envi-ronment. It’s great that I’ll also be able to get

match funding from Royal Mail up to £2,500.’Prostate Cancer UK is our Charity of the

Year, so penny for penny match funding of up to £2,500 per person per year is available. Currently there are 250,000 men living with prostate cancer – it’s the most common can-cer in men in the UK.

If you would like to sponsor Lisa, go to her sponsorship page at www.sponsorme.co.uk/lisaro han/kilimanjaro-trek.aspx and gift aid any donations so we can raise another 25p per £1 for the charity.

Conquering Kilimanjaro

Mountain to climb… lisa is training hard

Scan with your smartphone to

donate

More of your fundraising feats, including a tough challenge in aid of our charity partner prostate cancer uK

Phone: 084 50 57 57 50

Prices include vat, are per month, with £0 deposit and are for 4 year fi nance at 5,000 miles a year. OTHER DURATIONS AND MILEAGES CAN BE QUOTED ON REQUEST. This is vehicle fi nance on a Personal Contract Purchase fi nance, where you have the option to buy at the end but are under no obligation to do so, contact us for full details

including optional fi nal purchase prices. Underwriting is subject to status: if you have had fi nancial problems in the last 5 years please inform us: we may be able to help you. A documentation and ordering fee of £216 is payable at time of order. The above fi gures are correct at time of print.

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24 September 2012

letterboxAll letters printed win a £25 One4All gift card. We do try to include as many publishable letters as possible, but due to space we are unable to publish all of them.

[email protected]

The wraparound P739 feature on the latest Courier was quite interesting and useful. I sincerely wish that Work Time Listening and Learning sessions covered this sort of thing in depth more often.

Most of the customer complaints that our office justifiably receives about P739s are a result of lack of training and foresight. Regrettably, doing the job quickly (and therefore cheaply) is too often viewed as being preferable to doing it carefully and properly – this is a fact of Royal Mail life in many locations and no amount of World Class Mail initiatives will change it, unfortunately.

I do, however, take issue with a couple of points in your feature. I don’t doubt that occasionally compensation is paid as a result of P739 complaints, but this is surely very rare, and it is typically misleading of you to give this such great prominence. You are correct, however, to highlight the effect that poor performance has on all our reputations.Peter White, postman, Hampshire

Thank you for the feedback. This is one of many cascades we have done to the frontline on the subject and to help units in training and guidance on P739 process and completion, especially for new entrants or as a refresher.

The P739 Intervention Pack, on our Customer Experience SharePoint site on the intranet, provides in-depth detail and understanding of the P739 process. These are very useful for Work Time Listening and Learning, and we have recently

filmed a RMTV feature on this as well. I will ensure that your office and sector managers are fully

aware of the P739 Intervention Pack and RMTV film, and will offer further support on how to cascade the information in your unit.

There is quite a focus on P739 cards and complaints at the moment. I’m sure many customers think the brown cards we deliver without knocking and the red ones are the same thing. This is causing confusion and extra complaints.

We often deliver the brown cards that say ‘Unfortunately there is a fee to pay.’ Could a bold statement be clearly printed on the card to mention to the customer that the postman does not have the item with them, or redesign them to look totally different?

On many occasions I have been halfway down a street, only to have an angry customer come out wanting me to come back and explain to them where the item is and why I haven’t knocked on the door!Andrew Hunt, postman, Basingstoke

A valid point. In most instances of us leaving a P739 ‘Something for you’ card or P4605 ‘Fee to pay’ card, the customer recognises the difference by the different colours. However, I have forwarded this suggestion to the product manager so our branding can be reviewed when the cards are next due to go for a reprint.

P739s – your views aired

I read your letter about ‘bad timing’ when delivering P739s to time locked premises, and the response from Brian Thorley. In 27 years as a postman I have never heard of the 18 days of trying to deliver a packet to a time locked building.

I am also confident a lot of my colleagues haven’t heard about this either given conversations that have cropped up over the years.

Fairly recently a driver had told me he couldn’t deliver an item to a flat due to the time lock, and when he brought the item back to the office was told by a manager to put a “kill off” sticker and endorse it as “unable to gain access”. Consequently, the recipient of this item never received it and had no knowledge for a long time as to what had happened to their item. I too have been told to do this with letters that I could not gain entry with. We have regular and informative Work Time Listening and Learning sessions, but I and my colleagues do not recall this ever being mentioned.

Does this same scenario of 18 days apply to posties who cannot gain access with letters? If so, can you tell me how a postie would be expected to go to a tower block if the buzzer system was not

working for a long time? The postbag would be really heavy after a few days, let alone 18.Neil Rixon, postman, Leagrave

Brian Thorley, operations and product specification manager, replies:Following the letter and reply, we received a number of queries regarding the correct procedures if you are unable to deliver mail to occupants in time locked premises.

We therefore ran an Ops Focus communication in the week beginning 27 August reminding delivery office managers of the correct procedures when Royal Mail delivers to such buildings.

Clear instructions for delivering to time locked premises can be found in our Controlled Entry Systems Operational Procedure.

Anyone who is unclear about what actions they should follow should contact their manager as soon as possible and ask them to provide coaching and guidance for this particular situation.

Our mailbag was brimming with comments after our wraparound (pictured) on P739 ‘Something for you’ cards last issue. Here’s a selection – unless indicated, replies come from Andy Hughes, operations customer experience manager.

The lighTs are on... sPeed v qualiTy

Time To communicaTe

Here’s an easy way to improve ‘Something for you’ cards and customer satisfaction.

Currently, P739 cards say: Please leave ____ hours before collecting.

We fill in some figure here, which we have to work out at every delivery stop where there is no answer. And we must also remember to write the current time on the other side of the card, or the number of hours will tell the customer nothing. This is not a good system!

It would be far better if the P739 said: Your item will be ready to collect Mon/Tues/Wed/Thur/Fri/Sat at _________ am/pm.

If a postie is not going to return to the office in time for a customer to collect the item that day, he/she can quickly circle the next working day. (This works, whatever public holidays are ahead). Best practice would also be to put in the opening time -– typically 7am – of the delivery office.

If a postie is returning to the office in time for the customer to collect that day, he/she

can easily circle the current day, and enter the time that the item will be available. It’s easy to do, and very clear and simple for the customer, who can see immediately when the item is ready to collect.

Another idea would be to add a DO NOT BEND item on the P739.

It would be helpful for the caller’s office staff if there was a tick box on the P739 indicating this, and it will save the conscientious postie from having to write “DO NOT BEND ITEM” on the card.Stephen Collings, postman, Redhill

These are excellent suggestions. We are limited in the amount of information that can be provided on the cards, but there is currently a project looking at this type of idea, and in particular standardising the time in which undeliverable mail can be made available for collection. I have passed your suggestions to the team looking at the redesign so they can be considered for inclusion, along with the other good ideas that have come as a result of the wraparound.•Ed:Courierwillkeepyoupostedonanychanges

ideas on The cards

mixed messages

London 2012: send us your

favourite stamps moment – contact

details above

leTTerBoxemail [email protected], wriTe To courier leTTers, 24-26 greaT suffolk sTreeT,

leTTerBoxemail [email protected]

wriTe To courier leTTers,

24-26 greaT suffolk sTreeT,

london se1 0ue

Please make your leTTer no more

Than 100 words

TexT courier To 80800

(MAX 160 CHARACTERS)

PlEASE inCludE youR HoME AddRESS

wiTH youR lETTER

Many times I’ve needed to obtain a signature and the doors and windows are open, the lights are on, the TV/stereo is on, you can occasionally see children moving about inside. So I stand in the doorway and ring the doorbell a few times (which probably doesn’t work), I

knock on the door a few times, I shout ‘Hello!’ many times at varying volumes. I walk around the property to see if I can attract someone’s attention, but with no success. So after five minutes I eventually give up and write out a P739 card, knowing the customer is present.

Guess what? Five minutes later the customer is chasing me down the street waving the card like a declaration of war, their face contorted with

rage, shouting ‘Oi postie! I AM IN!’ Despite my best attempts to explain what had happened, they simply sign for the item, snatch it from my hand and stomp back home, satisfied that once they’ve called my delivery office to complain then they’ve succeeded in sorting the problem that they’ve read in the papers about dodgy postmen. Chris Hubbard, postman, Shipdham

We do recognise that the vast majority of our postmen and women perform their role in the correct way, including following the P739 ‘Something for you’ process correctly.

However, P739 complaints continue to increase and have now become the single biggest cause for our customers to complain to us, especially regarding customers saying they were in.

It is important that we continue to work in the correct way, and follow our internal processes correctly at all times. As long as we do, then any customer complaints relating to P739s can be dealt with in the knowledge that all our staff are following the correct process for items that are too large or require a signature on delivery.

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