Tag: Postwatch

Postwatch: Meeting of the Counters Advisory Group

The Postwatch Counters Advisory Group convened today (Tuesday 11th September) for the fourth time this year. The group comprises a wide range of stakeholders with an interest in the future of the post office network and the needs of its customers.

The group’s aim is to promote the views, concerns and interests of all consumers and in particular people with disabilities, the elderly, those on low incomes and people who reside in rural areas.

The session enabled Postwatch and Post Office Ltd to update stakeholders on the plans for public consultation and how customers will be informed of proposals. Members recognized the continuing challenges facing the network and will continue their work on post office issues in the coming year.

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Web post can save the planet and cut costs

First there was VOIP – the revolutionary new way to make cheap phone calls over the internet. Now there’s POIP – or post-over-internet-protocol – which promises to slash the cost of sending business letters.

A new company called Viapost has opened its doors and is advertising its services directly to small firms.

Founded by serial entrepreneur Ben Way, 27, Viapost will charge only 24p to deliver a one sheet letter the next day to anywhere in the UK – and it will pay for the stationery and ink.

advertisementViapost’s chief executive Simon Campbell, 28, said: “We are doing for the postal market what Skype has done for the telephone market. It’s so simple in many ways: it’s cheaper, it’s faster and it’s greener.”

Like Skype, firms register on the site, download the free software and add credit to an account, which is then accessed on a pay as you go basis.

Viapost has developed the software and has partnered with printing centres around the country so that letters can be printed close to where they are to be delivered. The firm still uses the Royal Mail’s postmen to deliver the letters to people’s homes.

Mr Campbell said the firm would have 10 printing centres in major cities like London, Manchester, Leeds and Glasgow to start with. The target is 30 for full national coverage.

At the same time, Viapost is planning international expansion. “We are talking about sending a letter to Hong Kong that will arrive tomorrow and only cost you the price of a local stamp,” said Mr Campbell. “We want to go into the deregulated German market and the States. Within three years we are looking at handling over three billion items a year.”

Mr Campbell said large companies like banks and utilities were particularly interested by the environmental savings that could be made.

Carbon Planet, an Australian firm that conducts carbon audits, has just inspected the firm. “They found our processes will reduce 75pc of the carbon footprint of sending a letter,” said Mr Campbell, who is a serial entrepreneur having set up four businesses in the last six years.

Mr Way said he came up with the idea two years ago when he first read about the proposed deregulation of postal services.

“The more I looked into it the more excited I got,” he said. “I have to say that Viapost, if it’s a success, is the biggest project I have worked on in my life. It’s a GBP 5bn industry.”

Mr Way made his name developing a search technology called Waysearch, which later became a business-to-business product called Pulsar.

The business went bust during the dot.com crash, but he has bounced back and is now involved in eight ventures via his intellectual property development firm Rainmakers and in his role as chief innovations officer of Bright Station Venture’s GBP 100m venture capital fund.

Viapost has assembled an impressive board, all of whom have invested in the company. The non-executives include Chris Moss, founder of directory assistance service 118118, advertising guru MT Rainey, former Microsoft UK board director Natalie Ayres and David Bland, the former south east chairman of consumer champion Postwatch.

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Viapost service to challenge postal operators

Royal Mail and other postal operators will face a new competitive challenge next month, with the launch of a service that promises to cut the cost of business mail and reduce the carbon emissions of sending letters through the post.

Viapost will allow customers to e-mail letters to distribution centres around the country, where they will be printed out, folded and sorted before being handed over to local Royal Mail distribution centres for final delivery to the recipients.

Although Royal Mail will deliver for Viapost over “the final mile”, the new service is likely to take business from its collection and sorting business where t has already lost a large share of the market to competitors such as TNT Post and UK Mail.

The state-owned operator is currently locked in negotiations with the postal union over its modernisation plans, with a deadline of Tuesday for reaching agreement to avoid further strikes.

However, the new service will also pose a threat to Royal Mail’s competitors, since it could prove attractive to the large business mailers that have already switched to private-sector providers but want to reduce their carbon footprint.

The Viapost regional centres will be much closer to the 70 Royal Mail access points that take in post for final delivery and using them will reduce carbon emissions associated with mailings by up to 60 per cent.

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Lost post drives Royal Mail's compensation bill to GBP 1 m a month

Royal Mail is paying out more than GBP 1million a month in compensation for its failures – including settling vast numbers of claims for lost and damaged items.

More than 800 claims a day are paid out for letters and packages that have been lost. There are another 80 a day for damaged parcels and 150 per day over delayed items.

The GBP 13.6 million annual bill to settle claims represents the tip of the iceberg of Royal Mail failings because the company has become notorious for refusing to pay up over complaints.

It received complaints and compensation claims for 651,582 lost items in the 2006-07 financial year, yet paid out on only 311,005.

The Federation of Small Business claims the decline in services has reached crisis point and is damaging the economy.

Royal Mail’s GBP 13,623,473 compensation bill for 2006-07 is likely to rocket in the current financial year because of industrial action by the Communication Workers Union, according to reports to the federation.

The consumer body, Postwatch, has in the past accused Royal Mail of “cheating” customers by failing to pay proper compensation when items are stolen.

It emerged in June that Royal Mail auctions up to 75,000 items a year that have been lost in the post and not reunited with their owners.

Lost items cause more complaints than any other issue dealt with by Postwatch. Another major problem is damaged parcels.

For lost items, Royal Mail customers can claim compensation up to 100 times the cost of a first class stamp or the market value, whichever is lower. Compensation for damaged goods is awarded at the same rate, but not for glass or ceramics.

The company said that complaints and compensation claims fell in 2006-07 and were around 200,000 fewer than the year before.

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Royal Mail posts first loss in six years

Royal Mail slipped into the red for the first time in six years on its first and second- class and bulk business mail, incurring an operating loss of GBP 12m last year after a profit of GBP 197m in 2005-06.

Royal Mail’s operating costs were up GBP 181m at GBP 5.97 bn, despite shedding 6,300 jobs. The postal operator is likely to use the figures, which were submitted to Postcomm, the regulator last month, to press home its demand for an easing of price controls.

In its report, Royal Mail argued that it was suffering from a shrinking market as competition intensified and customers sought cheaper products that had not been anticipated by the regulator when it set its last price regime only 15 months ago.

The company is making an average loss of 5.6 p on each stamped item, amounting to GBP 185m for the year. It also lost GBP 61m on its bulk business mailing services. Its doorstep deliveries on behalf of other bulk mail operators that collect and sort the mail themselves doubled to over 2.4bn items under the new competitive regime introduced in 2006.

Royal Mail’s results also show that it made a slight profit, of GBP 27 m, on those services covered by its universal service obligation. This undermines the argument put forward by some of the company’s supporters that it is hamstrung by its duty to deliver mail to every address in the country at a standard rate.

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