Jersey Post Case Study
Gain competitive advantage
Generate new revenue streams
Create cost savings
Improve the customer experience
Streamline supply chain processes
First Time Delivery the combination of increased choice and improved customer communications is helping Jersey Post to reduce the number of undelivered parcels, with first-time deliveries now up to 96%. This has contributed to an annual decline (2016 to 2017) in counter collections from Jersey Post’s headquarters of almost 50%.
Customer Service the number of incoming calls received by Jersey Post regarding undelivered parcels reduced during Christmas peak from 100 in 2015 to just 10 in 2016 as a result of improved visibility and reduction first-time failure rates. During 2017, there was an annual reduction in incoming redelivery (18%), Ship2Me (55%) and business (15%) calls as the availability of parcel information improved.
Customer Satisfaction 23% increase in the number of residents describing Jersey Post’s delivery network as very good and 10% increase in those rating the service provided by postal workers as being very good since the start of the project.
Connectivity SmartTask POD is integrated with seven partners including Royal Mail, Parcelforce, UK mail, Yodel, Fed-ex – so Jersey Post can share tracking data with a range of different business systems.
Streamlined Processes continued enhancement of the item tracking and proof of delivery technology is helping to simplify and automate processes and procedures that had previously used paper-based or manual systems. For example, average customs clearance has reduced from 5-7 to just 2-3 working days.
Improved Productivity Following a recent contract win, Jersey Post is processing up to 4,000 additional parcels a month without the need for any additional labour. In fact, Jersey Post has been able to handle a 21% increase in parcel traffic since 2015, without the need to increase workforce headcount.
Cost Savings As a result of automating operational processes, Jersey Post has been able to reduce Average Unit Cost by 54%
Jersey Post recognised that it did not have the sufficient infrastructure in place to take full advantage of the growth in Internet retailing. Online shoppers are increasingly demanding a delivery service that includes added elements such as real-time visibility of the progress of orders and greater choice of where and when purchases are delivered.
With around 50 per cent of delivery rounds still using a paper-based system and not having the means of capturing electronic proof of delivery, Jersey Post recognised the need to extend track-and-trace capabilities across its entire network. Meanwhile, the company wanted to enhance its offering to customers to gain a competitive advantage and generate new revenue streams, while creating cost-saving opportunities and automating existing processes.
As Royal Mail’s sole on-island delivery partner they had traditionally utilised equipment provided by the Royal Mail Group (RMG) for tracking RMG deliveries however this equipment was ageing and RMG began working with Jersey Post to look at strategies that would remove the need for dedicated RMG equipment.
Jersey Post teamed up with Skillweb to develop an advanced parcel management solution that would provide the infrastructure to take full advantage of the growth in Internet retailing. This has provided added visibility and control; helped expand delivery choice for the customer, and streamlined supply chain processes.
Initially, SmartTask POD was deployed on Honeywell Dolphin CT50 mobile computers to replace an outdated system that used bulky handheld devices and could not be upgraded with the latest technologies. This has been rolled out across 124 delivery routes that are serviced by a team of 160 postal workers to provide added visibility of all parcel deliveries for both the recipient and business partners.
SmartTask POD is providing consistent tracking events across its network, making it possible to share the whereabouts of a parcel in real-time to customers through a web portal or application on a smartphone. Furthermore, the system is being used to underpin the deployment of new innovations to enhance final mile delivery and streamline operational processes.
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Jersey Post has undertaken a major change project to ensure that it is able to continue to offer a sustainable post office without the need for government subsidy. In recent years, higher margin letter traffic has reduced and been replaced with lower margin parcel volumes. Therefore, the organisation as a whole has needed to adapt its operation and leverage technology in order to ensure improved, more efficient service without escalating costs where margins are typically lower.
The initiative, underpinned by mobile workforce and item tracking software SmartTask POD, was designed to enhance its offering for recipients and business partners, so that it could:
- Gain competitive advantage
- Generate new revenue streams
- Create cost savings
- Improve the customer experience
- Streamline supply chain processes