GSP 24-20 Retail
27/July/2020
Description
I wish to update you regarding business developments in An Post Retail, the challenge presented by COVID-19 and the impact for our members.
Impact of COVID-19
Similar to the Mails & Parcels business, COVID-19 has impacted greatly on Retail and our members working at Post Offices. Working collaboratively with An Post senior management, the Union has ensured the necessary Health & Safety protections are in place, thereby enabling maintenance of services to customers, assisting the vulnerable and, of course, securing pay and employment of our members. An ongoing decline in service transaction levels at the counter was accelerated to a very worrying drop of 43% initially, with some evidence of an improved position in recent times, with the most recent week showing a drop of 13% year-on-year .
The change by government to double welfare payments, every two weeks, practically halved footfall. While necessary at the time, apart from the financial impact on the Company, the continuation is most negatively impacting on customers, many of whom have found it extremely difficult to manage their finances. In recent days a decision has been by government to restore weekly payments to approximately 35% of Social Welfare claimants which, although welcome, there is an urgent need for restoration of the option of weekly payments for all customers.
Work Measurement
Under the agreed work measurement process, 37 Branch offices were redesigned since 2017, with agreed staffing levels introduced locally. The Company now intends to conduct a further review of staffing requirements at all Branch offices. This will result in a further redesign of some offices on a phased basis. Also it was agreed that the offices still yet to be redesigned through the application of Work Measurement, i.e. GPO Dublin, Andrew Street, Tallaght, Blanchardstown, Clonakilty, Mallow and Waterford (currently in process) will be progressed based on changes agreed to the Work Measurement process.
The Clerical Sub-Group of the NEC has agreed the following changes to the process that previously applied:
Accelerate the design process using the same methodology, as follows:
- Transaction baseline November, January, and February
- Desktop analysis 1 day
- Local engagement 1 week
- Implementation of revised baseline
- Review within 2 weeks
- Address staff impact in tandem
In the case of the GPO Dublin, the time taken for local engagement will be a number of weeks given the complexity of the operation there.
Absence Cover
The agreed interim arrangements for absence cover at Branch Offices will be extended until the end of November 2020. This arrangement suspended the agreed automatic cover requirement, replacing it with the required absence cover being in place in order to maintain customer services in the context of the reduced footfall arising from COVID-19.
Business Development
Notwithstanding the serious business challenges faced by Retail, the Company is continuing with major capital investment for its key strategic initiatives. Concept Stores at Andrew Street Dublin, Cork and Limerick are at an advanced stage. A suite of new products and financial services are being developed with planned introduction this year. The Company has confirmed to the Union that it will invest €200,000 in external staff training. There are also plans for the reintroduction of a Customer Plus style programme, including reward based initiatives, the Brand Ambassadors and plans to roll-out a front of house Sales Support element to one or more clerical roles, in conjunction with the introduction of self-service kiosks, at 19 offices, initially, by year end.