Jersey Post continues to improve service levels

Since January 2017, Jersey Post has delivered improved quality of service measures across all nine of its performance targets.

The Channel Islands Regulatory Authority (CICRA) has announced that as a result of demonstrable improvements in service targets since the beginning of 2017, Jersey Post will no longer be required to report quarterly performance results.

Jersey Post monitors service levels based on nine key delivery targets. Earlier this year, Jersey Post confirmed that the 2016 results demonstrated a failure to meet three of its nine quality of service targets. These service issues related to mail that should be delivered the next working day after it had been posted:

• In the UK to a Jersey address;
• In Guernsey to a Jersey address;
• In Jersey to a Guernsey address.

Whilst Jersey Post recognised that the 2016 performance was disappointing, the service issues experienced were in areas reliant on transportation services provided by Royal Mail between the UK and Jersey.

Despite the external factors affecting these service targets, Jersey Post believed improvements could be made to the way in which it processes mail, and the company introduced several key changes in 2017 to ensure service levels improved. These included the introduction of a larger mail aircraft to ensure more mail can reach Jersey Post early in the morning for processing and delivery that day. In addition, Jersey Post also pushed back the start and release times for delivery officers to ensure all first class and priority mail is sorted and out for delivery the same day.

For the last three quarters, Jersey Post has continued to meet all nine of its service targets with an above target performance of 97%.

Tim Brown, Jersey Post Chief Executive, said, “We are obviously delighted with today’s announcement and very pleased to be able to demonstrate that the changes we implemented at the start of the year have impacted so positively on our performance targets. Service levels are something we take incredibly seriously, especially as we approach our busiest and most important time of the year.”

Jersey Post will continue to report annually to CICRA on service performance and targets.