Improved delivery service with Delivery Scanning.
Delivery Scanning, recently introduced in Mails Operations, more than ticks the innovation and quality customer service boxes for An Post.
We have the distinction of being the first national postal service in the world to equip all of our foot, cycle and van delivery staff with scanning equipment. The state of the art scanners simplify the process of recording the delivery status of barcoded items and ensure speedy availability of information for customers.
The electronic system is being introduced on a phased basis to staff on 4,200 delivery routes countrywide and replaces a paperbased recording system. Postal Operatives scan the barcode on delivery and, where necessary, ask the customer to confirm delivery by signing on the scanner screen. The delivery status of bar-coded items is available to customers on www.anpost.ie within two hours of delivery.
Delivery Scanning was launched in June, with excellent co-operation from staff, in Athy, Athenry, Boyle, Carrick-on-Suir, Castleblayney, Clonakilty, Listowel, Nenagh, Roscommon, Youghal as well as Dublin 1, 14,17 and 24. Phase 2 of the rollout commenced in September and it is planned to have all offices ‘live’ by the end of the year. A training video, produced by Mails Operations and the Training and Development Unit, is being used in tandem with practical demonstrations and ongoing support to familiarise staff with the new system.
Track and Trace Manager, Ray Stewart says while Mails Operations staff are the end users of the system, Delivery Scanning has been a truly crossfunctional project. “Mails Operations has worked closely with Purchasing, IT, Training and Development, Customer Services and Sales and Marketing as well as our own staff at the front line to get this up and running,” he said.
Delivery scanning has been used by our owner-drivers for parcel delivery for many years. However, the growth of online and catalogue shopping has made the availability of real-time information on the delivery status of all types of bar-coded mail a must have business requirement for our larger mailers. Tracking information is essential to keep their customers and themselves informed as to the whereabouts of mailed products. The availability of delivery information on barcoded items for all addresses, whether in Dublin 1 or in Connemara is of significant advantage when we are tendering for large business contracts.
An extremely practical additional feature of the scanners is the inclusion of a mobile phone, with pre-programmed contacts for local management, Customer Services, local fleet services and the emergency services.
Feedback from staff on the new system has been extremely positive. Athy was the first DSU to have the system installed. Postal Operative Eddie Martin is full of praise for the new equipment. “It’s really very simple to use and the delivery information is available so quickly, it’s great for our customers. And it’s really handy to have the scanner and mobile phone in the one device making communication so much easier for us all,” he said.
Liam O’Sullivan, Mails Operations Director, said that selection of an appropriate scanning system took into consideration the particular needs of foot and cycle Postal Operatives, while making sure that the system met all our requirements for ease of use, speedy availability of customer information and timely reporting. “We selected the most advanced device on the market which is slim, light and easy to handle. Thanks to the help of our IT colleagues and several months of field trials by staff we’re confident that we now have the best available solution – something which simplifies information gathering and which will give us an edge in this highly competitive market,” he added.