The Delivery: Issue Five

ISSUE FIVE 04/20

CELEBRATING THE WOMEN OF JERSEY POST

ISSUE FIVE 04/20

INTERNATIONAL

WOMEN’S DAY International Women’s Day is a global day where we get the opportunity to celebrate the achievements of women in our families, our workplace and across the world.

The role models who have supported us and inspired us in our lives.

It is also a day where we get to reflect on how we are doing in terms of creating a more gender equal workplace and world.

Every year the event has a call for action and this year the theme was #EachforEqual. The message is that we each have a role to play in achieving equality. Our individual actions, conversations, behaviours and mindsets can make a difference.

To mark this year’s event, Jersey Post created a #EachforEqual video.

This was a celebration of the many incredible women that keep Jersey Post moving every day. To see so many women in our organisation contributing across all areas of our business made me incredibly proud to be a part of the Jersey Post team.

The challenge for us all in 2020 is to keep driving this agenda forward.

To make sure that we are doing everything we can as individuals to treat all our colleagues equally and making Jersey Post a place where everyone feels welcome.

“ If we each play our part, then together we can make change happen.”

Sue Barton Non-Executive Director

ISSUE FIVE 04/20

Women’s Refuge IWD Breakfast On Friday 6th March, a few of our female members of staff attended the annual International Women’s Day Breakfast at The Royal Yacht Hotel, hosted by Jersey Women’s Refuge.

It was an inspiring morning which spoke about the importance of the Each for Equal campaign, as well as the Women’s Refuge own campaign; Refuse Abuse. In participation of this campaign, everyone was encouraged to write ‘NO’ on their hand and take a photo, supporting the message of Refuse Abuse.

Inspiring speeches were given by Deputy Louise Doublet and last year’s International Woman of the year, Ana Goncalves, and this year’s Woman of the Year award winner was announced.

The award went to the incredible Cheryle Raphael, for her amazing work chairing the After Breast Cancer charity, whilst going through her own battle with cancer.

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In-house celebrations Also on Friday 6th March, we hosted a tea and cake morning for all staff in the canteen at Rue des Pres and at Broad Street. We were thrilled to see so many members of staff – both male and female – get involved and write their own pledges to help move us closer to equality.

Example pledges:

“ I will make sure my children do gender-equal chores” “ We will fight for equality as Union reps” “ I will not ignore casual sexism”

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IWD Q&A Michelle Le Blond Postal Worker What do you enjoy most about your job?

Diversity – no two days are the same. The people I work with, the customers you meet and being your own boss on the road.

What accomplishment are you most proud of?

Working hard so I can enjoy living my lifestyle, not relying on anyone financially. Being a good friend and listener.

What makes you tick?

Always being busy and having something to do, socialising with friends and enjoying this lovely island.

Sonia Ferri Senior Marketing Manager What do you enjoy most about your job?

I really enjoy preparing and executing campaigns. I love seeing our creative campaigns come to life and measuring and reporting on their effectiveness. We are so much more than a postal service now and it’s great that I can focus on different areas of the business. hat accomplishment are you most proud of?

W My proudest achievement so far is probably managing to finish university with a first-class honour’s degree, and also getting on the property ladder, which we all know is not easy in Jersey!

What makes you tick?

Working hard and having some fun along the way. I always want to do a good job, so I can look back and be proud rather than saying to myself, I could have done that better!

hat women inspire W you and why?

My mum & gran, they always taught me to be kind and considerate and to treat people how I would like to be treated. Also, Pippa Funnel for winning the Rolex Grand Slam for three day eventing.

If you had one key piece of career advice for women, what would it be?

Whatever career you choose, just go for it. Life is too short. Don’t be put off by negative comments.

What women inspire you and why?

I think Emma Watson is a really good example of someone who inspires me, especially when it comes to gender equality. She’s now not just recognised as Hermione Granger from Harry Potter, but someone who strongly believes in women’s rights. She is a UN Women Goodwill Ambassador, and she launched the HeForShe campaign a few years ago which encourages men to speak up and be allies for women’s rights too.

How can our male colleagues be allies for equality?

See no difference between men and women in the workplace and if something isn’t fair, call it out. If someone is good at their job, it shouldn’t matter if they are a man or a woman. Give credit where credit is due.

If you had one key piece of career advice for women, what would it be?

Always be yourself! If you’re unsure of something, don’t be afraid to ask questions, and make allies, both female and male, who believe in you, who you believe in and be on each other’s team!

ISSUE FIVE 04/20

Rachel MacKenzie Philatelic Marketing Manager What do you enjoy most about your job?

I enjoy being in a creative environment and working with lots of extremely talented artists, photographers and designers based all over the world.

Seeing our initial ideas and concepts brought to life and made into real stamps is exciting!

What makes you tick?

Books, travel, food but most of all people. I love people.

I think you can learn something from everyone and I really enjoy listening to different people’s stories, ideas and outlooks.

What women inspire you and why?

I admire women who are confident in their ideas and opinions and brave enough to do what they enjoy.

I can think of two examples – the first one’s a bit niche.

I visited a champagne cave in France a few years ago called La Maison Pommery and the story behind it really stuck with me. The owner, Alexandre Pommery, had died in 1858, leaving his wife, Madame Pommery a widow with a young baby. It was unusual for women to be heading up a business at this time but Madame Pommery made the decision to take over her husband’s wine business. Confident in her judgement (and her palate!), she made some really bold decisions.

Up until that time, Champagne had been very sweet

Sue Stubbs Counters General manager What do you enjoy most about your job?

I really enjoy working with the Team at Broad Street and the diversity of the customers that visit the Post Office – no two days are the same.

What accomplishment are you most proud of?

I did a 90 day alcohol free challenge back in August last year; continued this and still alcohol free. I do miss red wine and gin sometimes though.

What makes you tick?

I’m very much a morning person! Enjoying cooking, kayaking and creating art out of pebbles and sea glass.

What women inspire you and why?

There are so many inspirational women: Sheryl Sandberg, largely because of her quote “What would you do if you weren’t afraid?”

but Madame Pommery preferred it dry; she basically invented Brut champagne. It was a brave move and a huge success!

As well as being a brilliant businesswoman, Madame Pommery was also a good employer. She set up the first pension fund for her workers, and funded an orphanage and a nursery in Reims. She was also very interested in art and donated pieces to the Reims Museum and the French state. She was a strong, confident, intelligent woman and a real trailblazer. There’s lots more to her story if you wanted to look it up – I was in complete awe!

My second example is JK Rowling – I always wanted to be a children’s author when I was at school (I still do if I’m honest!) JK Rowling has inspired a whole generation of young (and old) readers and her idea for Harry Potter and Hogwarts was genius – I wish I’d had it!

How can our male colleagues be allies for equality?

I think it’s really important to listen. We know that often men and women think differently and have different approaches to situations but that’s not to say one way is superior to the other. Everyone has something to offer and I think male colleagues can help by creating a positive, environment where women feel confident to share their ideas and put their opinions across without fear of being interrupted or dismissed.

I also think it’s important that male colleagues don’t leave women to battle on for equality by themselves.

It needs everyone to be aware. If male colleagues see something unjust, they should call it out too.

Really think about that and apply it to some challenging and scary situations.

Oprah Winfrey as well, ”Everyone makes mistakes” and she openly admits when something hasn’t gone as it should.

How can our male colleagues be allies for equality?

Men can be great advocates for women at work. I think gaining an understanding of the issues we face, would better help.

How can businesses level the playing field to create an environment in which everybody thrives?

Having equal opportunities across the organisation, both for men and women; creating an environment where this is possible. Jersey Post does well in this area. 

ISSUE FIVE 04/20

Jodie Swinburne Postal Operative What do you enjoy most about your job?

Helps keep my fitness up and getting daily exercise, plus the bonus of getting to pet loads of animals.

What accomplishment are you most proud of?

8 years of being in the mechanic trade, very useful life skills to have.

What makes you tick?

Summer! I just want to be in the ocean as much as possible doing loads of activities - and hanging out with dolphins is a massive bonus. I definitely hibernate in winter!

Maxine Dunn Head of Commercial Finance What do you enjoy most about your job?

The diversity, no one day is the same, which is unusual in a finance role.

What accomplishment are you most proud of?

Qualifying as an Accountant, ACCA. I am proud of what I achieved throughout my travelling years, it was not quite the norm in my day, the world seemed much bigger and more difficult to navigate.

Without using the “found myself” quote, it formed me as a person and taught me that anything is possible if you put your mind to it.

I had twins at the age of 45 and maintained my career, it’s a balance act but feel it is an accomplishment.

Oh and I can’t forget the 10k run I did this morning, never in my wildest dream did I think I could run this far, without stopping anyway. To you fellow runners, it may not seem much, but it’s a personal accomplishment to me. I have gone from never running to running regularly. I love it. Just need to speed up now!

What women inspire you and why?

My mum. She has worked hard her whole life to make me & my brother happy, she’s a strong inspirational woman, I’m so proud of all she does for us and for everyone else.

If you had one key piece of career advice for women, what would it be?

Pursuing a career in what some will refer to as a ‘man’s world’, don’t let that get you down.

There’ll be tough challenges ahead, but the rewards & experience make it all worthwhile.

What makes you tick?

Achievements; I set goals regularly even day to day tasks, it motivates me, I love to get things done.

People make me tick, I love to socialise.

My family and friends, they are very important to me.

What women inspire you and why?

My mum, she made a difference!

I am inspired by the women who make a difference in the workplace whilst managing a family too. This goes to say that in some cases this is made possible by the support of husband, proving equality at its best.

In my earlier years I heard the saying, there is always a strong woman behind every successful man, maybe we can turn this around and recognise the advantages of equality.

How can our male colleagues be allies for equality?

The decision-making positions, held by men, need to share the responsibility and actively participate.

Whilst recognising talent not gender, we need to ensure that opportunity is made available to all. This may be how it is presented, making it appealing to all genders.

Identify those who are passionate about equality, utilise these people to promote the benefits and more importantly to highlight the disadvantages and impacts of gender inequality. Invest in these people, send them to events so they gain inspiration and share their passion so to embed within the business culture.

ISSUE FIVE 04/20

ISSUE FIVE 04/20

ISSUE FIVE 04/20

CEO

UPDATE “ In these unprecedented and worrying times, I wanted to extend my thanks and appreciation to each of you for the work you are doing.”

Your work is enabling Jersey families and businesses to continue to operate, to work from home, to self-isolate. You are proving a key service to the island for which it will owe you a debt of gratitude.

In providing this service, it is fundamental to us that we protect your health and welfare as much as possible, following up to date advise from the Government which, as you know, has been rapidly changing. It is also essential for you to follow this advice to safeguard you, your family and friends. All are important.

Over the past few weeks, we have heard about an increasing number of cases and the first cases of people losing their lives to the virus. Sadly, these figures are still yet to increase. This is and will be shocking and upsetting, and each a personal tragedy to their family and friends.

How we face up to these challenges, how we support each other, and our community, will define us in the future, making us who we are. Continuing to provide a service to the community through this will be hard but necessary.

“ I am incredibly proud of you all and honoured to work with you.”

Take care of yourself and your family.

Tim Brown Chief Executive

ISSUE FIVE 04/20

WISHING ALL OUR STAFF A

HAPPY EASTER! Thank you to everyone who has agreed to donate their Easter egg to the hospital workers, to thank them for the fantastic work they are doing through COVID-19.

ISSUE FIVE 04/20

OPERATIONS UPDATE Operations are coping well with the situation.

We split the morning shift to reduce the number of people in the building at any one time thus facilitating the 2m rule.

Staff numbers are reduced due to the number of people classed as vulnerable and we are covering these duties with overtime. Volumes are holding up.

Almost all businesses are closed and many have opted for redirections to a nominated residential address. Some have opted for a digital scanning service which is being managed by our Vaiie business. Retail and Counter Services have moved to reduced hours and are also rotating their staff to reduce the numbers in Broad Street and Rue des Pres at any one time. Customer Care are operating with one person in Rue des Pres with all others working from home.

Our main on island logistics customers continue to be busy and we are seeing volumes increase to around Christmas levels. This is despite the increased surcharges on international flights. Philatelic are also seeing increased orders for new products and an increase in online purchasing.

We have convened a Covid-19 Contingency Planning Group that meets 3 times per week. In addition, I attend the Tactical Coordinating Group or TCG, for short, which began meeting in January. TCG is chaired by the Chief Fire Officer and includes senior officers from the emergency services, operations directors and officials from across Government departments, communications, infrastructure and supply partners. Its role is the on-the-ground management of the multiagency operational response to the emergency.

ISSUE FIVE 04/20

Tim Brown, our CEO, attends the Strategic Coordinating Group – or SCG – which is chaired by the Director General for Justice and Home Affairs. SCG includes most Government Directors General, the chiefs of the emergency services, prison, customs and immigration, and senior representatives of critical infrastructure and supply chain partners and key advisers, where appropriate.

It takes overall responsibility for the multi-agency management of the emergency and establishes the policy and strategic frameworks for the whole Island. SCG and TCG both meet at least twice a week and will convene at short notice when necessary.

Niall McClure Managing Director, Postal and Logistics

ISSUE FIVE 04/20

COVID-19 UPDATE

As you will be aware, Jersey Post has been classified as an essential business and there is an expectation that mail and parcel deliveries will continue as normal throughout the coronavirus outbreak.

We are in an unusual situation where all non-essential workers are being asked to stay indoors at home but we are allowed and expected to be out and about performing the important postal service. Those of us who are going to work should continue to practice social distancing rigorously and otherwise act responsibly.

At Jersey Post, we are providing a vital mail and prescription delivery service to the island. A huge amount of work has gone in to ensuring that this core activity continues. Thank you to everyone throughout the organization that has helped to make this possible from the Operations Managers, to the support function staff both in Jersey and in the UK, to those who willingly volunteer to help wherever they can. But especially the operational staff in the sorting office and counters who have demonstrated amazing willingness to adapt, be flexible and co-operate with the changes we have had and will continue to have to make. It is only due to the

exceptional commitment of postal staff, who provide an essential front-line public service, we are continuing to maintain collection and delivery services, keeping people connected and businesses moving.

It feels like we have come a long way in such a short space on time. But there is an even longer way to go. We all need to be able to last the journey.

Please also follow the simple instructions from the Government about frequent hand washing, keeping at least two metres away from other people, and staying at home unless you are an essential worker, or under the very limited circumstances that the Government has allowed.

Please play your part in keeping yourself, your friends, family, colleagues and neighbours safe: stay at home, comply with the restrictions, follow the medical guidelines and help save lives.

ISSUE FIVE 04/20

IT Update Our IT department has been working incredibly hard to help us adapt to the current situation. There has been a big drive to support flexibility for the workforce, not only with home working but also moving people and operations to create safe social distancing in our operations.

They have completed desk moves in the office to help comply with the 2m social distancing rule, installed new video conferencing facilities across the business and helped around 100 members of staff to work remotely. They have set Customer Care call centre up to work remotely and set up call forwarding so those of us working from home can receive calls straight to our mobiles if needed. They have dealt with 300 requests for help, extended their support hours and held weekend surgeries in order to support people setting up their devices and set up a crisis website with important information and company news. This covers just some of the extra measures they have undertaken to keep us running as best we can.

One of the requests that has come out of the Health and Safety group working on Covid-19 was that all staff were to be given email addresses.

IT have therefore bought and setup Office F1 licenses for everyone and created a postal processing group to allow them to be emailed as a group.

Please make sure you activate your new account by signing in through office.com Username: firstname.surname@jerseypost.com Password: JerseyPost2020!

Call Service desk 01534 616777 for support

The team have worked at a phenomenal pace and they have drafted in Ben Wolstenholme, who had worked with us previously, on a temporary basis.

Robin Longley joined us on the 23rd March as a new employee and has had a baptism of fire but coped fantastically. In general, the whole IT team have continued to support the business whilst switching on ASOS returns, getting the new scanning product ready with Vaiie and delivering the reporting and billing for the new prescription service. We are truly grateful for their hard work and support at this time.

Next week, IT will be assigning all Office 365 email users a license to the Advance Treat Protection addon. This tool gives us greater email security by using intelligence tools to stop different types of email attacks like Phishing (where an attacker tries to trick you into handing over personal or company data/ information) and spoofing (where an email is faked from a different organisation leading it to be falsely trusted).

Our out of hours and emergency home working telephone number is extension 799 or 01534 616799. This will get the best response to support you when needed.

ISSUE FIVE 04/20

WHAT WE HAVE DONE IN RESPONSE TO COVID-19 Postie Postcards We’ve delivered postcards to every home in the Island, giving customers the options to display them in their windows, in order to let their postie know that they are happy for a parcel to be left outside the door.

This initiative has been rolled out successfully with other postal networks and aims to limit any contact our posties have with the customers when delivering to homes. When they see the postcard, the Postie knows that it’s ok to leave the parcel outside and walk away without any contact.

Business2Home Directory Our new Business2Home directory is designed to support businesses that have had to adapt their business models and are now delivering their services to the community.

In these challenging times when the Island’s community is pulling together, we’re seeing local businesses adapting to deliver their supplies and services directly to homes. Given the current environment with enforced social distancing, home-schooling and remote-working, the need to get products and services delivered to the door is more necessary than ever before.

Business2Home is a one-off brochure that will be delivered to every Island household to help get information about these products and services to our community. Any business or charity that wanted to tell Islanders that they will ‘deliver’ their product or service, was able to sign up to be in the brochure free of charge.

ISSUE FIVE 04/20

Vaiie online portal for remote workers

Other new measures include:

Vaiie has partnered up with Safelink to give all organisations in Jersey and Guernsey a branded secure portal with 500MB of free storage.

• The postponement of a price increase scheduled for March 26 for at least three months to help islanders through the coronavirus pandemic

With governments, regulators and police releasing warnings about the increasing regularity of phishing scams and email interception, the Islands’ business community is increasingly conscious of the heightened data security risks accompanying these uncertain times.

• The introduction of social distancing at Post Offices to safeguard customers and staff

As more employees are working remotely amidst the Covid-19 outbreak, we recognise the critical nature of keeping business flowing, without compromising on the requirement to keep data secure and locked down.

• New signing procedures no longer requiring the customer to sign for mail deliveries requiring a signature

Any organisation, in any industry, whether sharing documents with colleagues or clients, can benefit from a secure sharing platform that is easily accessible via a web browser. Vaiie and Safelink’s business portal gives businesses an ‘on-brand’, online site with 500MB of free storage for three months which allows secure B2B and B2C exchanges such as the transfer of large files, document sharing, digitally signing documents and sending secure emails. All data remains in Jersey and Guernsey.

#connectingjersey Postcards We’re also delivering to each household a pair of postcards that they can write and send for free.

There is a ‘Thank you’ postcard that can be sent to a local frontline worker to let them know their hard work is appreciated, and a ‘Thinking of you’ card to help people stay connected to those they care about while social distancing.

• Hands-free capturing of customer details directly, avoiding the need for customers to handle counter equipment such as signing pads and pens

• The introduction of split shifts to reduce the spread of COVID-19 while continuing to deliver mail and parcels for Islanders • Broad Street and Rue Des Pres Post Offices remain open to cater for Islanders and businesses • We are posting daily updates on social media to keep islander’s informed of any changes to our operations

ISSUE FIVE 04/20

SOCIAL DISTANCING

2m

Those of us who are going to work must continue to practice social distancing rigorously.

As you will know, we have split shifts to make this as easy as possible for everyone, but please help us to help you and keep a distance of 2 metres between yourself and your colleagues at all times.

The postcards we have now distributed should help us immensely in this practise, by allowing customers to consent to us knocking on their door or ringing the bell and leaving their delivery on the doorstep.

Social distancing is an essential measure to help us flatten the curve of the spread of the virus, to give our hospital and healthcare workers the best chance of having enough capacity to tend to everyone who needs treating to the best of their ability.

If there is not a postcard on view and you need to knock on the door or ring the bell, please remember to step back from the door whilst waiting for the customer.

When out on your rounds, please remember to continue practising social distancing whenever possible.

We have asked customers to keep their distance if they see a postie coming towards their door and advised them we will sign their parcels and letters for them.

Please be vigilant in these measures to help keep yourself and islanders safe.

ISSUE FIVE 04/20

Number of daily cases

FLATTENING THE CURVE

Without protective cases Healthcare system capacity

With protective cases

Days since first case

While social distancing We understand that social distancing will have a big impact on everyone’s daily routines.

You may find your mood and feelings are affected and you may feel low or worried, have problems sleeping and you might miss being around other people.

There are simple things you can do that may help, to stay mentally and physically active during this time, such as: • • • • •

take a walk or exercise in the fresh air, ensuring you stay 2 metres away from other people do your gardening keep in touch with your family and friends via phone or Skype/ FaceTime stay healthy – prepare some well-balanced meals spend time doing things you enjoy – this might include reading, listening to or watching your favourite radio or TV programmes, or other indoor hobbies • access Jersey’s Library’s FREE online e-books, audio books, newspapers and magazines from gov.je/library.

You can access using your smart phone, iPad or computer* • use the opportunity to learn a new language or skill. * If you haven’t used the services before, registration using your Jersey Library Card is straight forward, but if you have any difficulties you can call: 448700 or email: je.library@gov.je for assistance.

For people schooling children at home, we are happy to help with people personal or children’s IT issues plus help with Parental Controls on devices.

ISSUE FIVE 04/20

HOME WORKING DISPLAY SCREEN EQUIPMENT GUIDANCE: A general guidance for working from home and remotely accessing, using equipment provided by Jersey Post, or using your own computer, during the current Covid-19 outbreak.

For those of you who are working at home, the risks associated with using display screen equipment (DSE) must be controlled as best as possible.

There is no increased risk from DSE work for those working at home temporarily.

ISSUE FIVE 04/20

Follow the below guidelines to help with computer and mouse positioning, screen height and posture.

1: Ensure a comfortable keyboard position: Make sure that you have enough room for the keyboard, hands and wrists.

3: Screen height: User’s eyeline should be in line with the top of the computer screen.

5: Table/chair, positioning: As far as possible ensure that you are able to carry out your work sitting in a comfortable position, with correct posture.

4: Furniture: Ensure that you have enough space for all the necessary equipment, paperwork etc.

2: Mouse position: position the mouse right beside the keyboard, so you are not stretching to use it

There are some simple steps you can take to reduce fatigue and the risks from display screen work: • breaking up long spells of DSE work with rest breaks (at least 5 minutes every hour) or changes in activity • avoiding awkward, static postures by regularly changing position • getting up and moving or doing stretching exercises • avoiding eye fatigue by changing focus or blinking from time to time

ISSUE FIVE 04/20

SOCIAL MEDIA Thank you to all our postmen and women for doing a great job you’re all appreciated, thanks.

Thanks for your help and all your staff are doing a great job.

Stay safe!

Please stay healthy all of you and don’t take risks, you are all superheroes

lous You’re doing a fa bu much job thank you very fe sa ay st & take care

Well done everyone.

Always a friendly and helpful service, called to perform above and beyond. Keep it up.

@jsypost you keep us sane #Thankful stay well

Than k yo u Je rsey Post yo u are all g job doing an am azin

Fa bu l ou se r vic s e

nk Just want to say a quick tha rk. wo d har r you for all you For those of us in danger, you keep us supplied and rld . con nec ted to the out side wo You are much appreciated.

I spray my door handle and gate with detail each morning. I’ve told my postie to leave my post on the porch if he feels safer.

Thanks for all the work you guys are doing.

We ll done all at Jer sey Post

T ha n k yo u fo r continuin g t o de live r ma il . It ’s r e ally appr e ciat ed.

We ll do ne Je r s e y Po s t You are ! doing a fa nt a st job. It is ic ver y m u app r e c ch iate d . T h a n k yo u!

Excellent initiative, helping local businesses.

Well done!

Thank you to our fabulous posties, trinity area.

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COMMENTS s ay t e d t o t he n a w t Ju s o ut t o Ru e s h o ut e g t he u h a ho’s o n w y d la you n g Se jo u r d u Mo n

Thank you to all the wonderful staff doing everything they can for us all. Much appreciated.

in Big shout out to Domin ic Cauva from Jer sey Post! He alw ays p goe s abo ve and beyond to hel … s! sse ine individual s and bus s Thank you Dom and all postie working to delive r to us in this tou gh time!

to the love ly H uge thanks e all doing postie s, you ’r , and alw ay s a ste rling job o. with a smil e to

Thanks to all postal workers. Your service is appreciated. Stay safe.

We ll done t o all our postie s out the r e for contin uing t o de live r ou r po s t , I a lso a nti ba c t e rial wipe our d oor ha ndle and le t t e r b ox e ac h d ay

r s e y Po s t Thank s Je live r uing t o de for contin ls pa r c e ou r mail &

Keep up the good work and thank you!

Thank you for everything you’re doing

A shout out to @jsypost Postie for Mont Cochon who offered to help my over-70s relatives with their shopping.

Many thanks from afar.

Tha n k Pos t ; yo u Je r se y a co n g r e at s i s t e n t l y se r vic e.

Well done Jersey Post and all the posties, you’re doing a great job x

I agr ee, tha nks guy s, doing a gre at job .

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CUSTOMER SURVEY We’ve received the results of our 2020 survey. 4,438 responses were received and overall we’ve maintained or improved our high levels of customer satisfaction.

Whilst there are some common themes raised for consideration, the general comments were extremely positive; many thanking Jersey Post for the hard work and steady service, and with particular praise for the efficiency, manners, smile and good humour of the Posties in spite of one of the wettest winters in a long time.

Well done everyone!

Customer satisfaction

88% 94% 87% Rate the post office network as very good, or good.

Rate their postal worker as very good, or good.

Rate the overall service as very good, or good.

Up by 1% from 2019

Consistent with 2019

Consistent with 2019

What do customers consider a priority from their postal service?

10%

8%

Early morning delivery

Other

39% 43% Consistency of delivery time

Keeping costs low

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RESULTS Common themes for us to consider 1

2

Saturday deliveries

24/7 lockers

A recurring theme as many customers see parcels delivered on a Saturday and don’t understand why letters can’t be delivered also.

People really love the ease and convenience of the 24/7 lockers, but not all seemed to know they were now free. Some commented on finding it hard to get heavy items out of higher level lockers.

The locker bank at the new Vielle Ecole development in St Martin was mentioned positively by several people.

3

4

SecureDrop Signature

Rue des Pres

Was a service unfamiliar to many of the respondents.

As a pick up point was raised as an issue by the elderly and those who don’t drive.

Who got a mention?

What was said?

The postmen and those working in my local post office (Red Houses Co-op) are all very friendly and helpful.

We love our Trinity postmen, Alex, Simon and I can’t remember the other name! Always so cheerful, even when out in that horrible weather!

Our service is excellent and reliable.

Our postmen and women are very helpful and friendly.

The postmen that deliver post around The Willows are always friendly and helpful.

The postman that delivers to me is very helpful when I see him, he helps me up with my shopping Secure Drop is the best innovation Jersey Post has introduced.

Big thank you from my household.

Your guys and ladies at the Rue des Pres collection point are great; always so helpful!

The postmen/women are a bit special with their friendly attitudes (A GREAT BUNCH OF PEOPLE) We receive EXCELLENT service from all your Posties.

Thanks very much!

Good news with your going Greener with your electric vans.

Well done!

I would like to congratulate our postmen on their outstanding service in all weathers!

The postmen that deliver around Belle Vue are just great, very helpful and always smiling. They always ask how I am.

ISSUE FIVE 04/20

WORLD-FAMOUS COMPOSER FEATURES ON JERSEY STAMPS The 250th birth anniversary of Ludwig van Beethoven has been celebrated on our latest set of six stamps and a Miniature Sheet, issued on 26 March 2020. A prominent figure in the transitional period between the classical and romantic musical eras, Beethoven is remembered as one of the greatest composers of classical music ever to have lived.

Created by Hat-Trick Design, the stamps have been designed around some of Beethoven’s most famous compositions, with each design incorporating a portrait of the composer, a letter or number signifying the name of the musical piece, an excerpt from the musical score and a key musical instrument from the piece. The BTHVN logo, which appears in the top left of each stamp, was created by the Beethoven Anniversary Society, an affiliate of Beethoven-Haus Bonn, and will feature on stamps worldwide as part of the anniversary celebrations.

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“ We were really excited about this project from the start,” comments Gareth Howat, Creative Director at HatTrick Design.

“Working with the Beethoven-Haus Bonn, which houses the world’s most significant Beethoven collection was great as they have an amazing archive of images and musical texts.

Beethoven is often viewed as a revolutionary artist, so this was an opportunity for us to have a more contemporary take on his influence.

The brief was to use portraits from the archive, but we were keen to break away from the way they have been used in the past and produce something fresh.

We wanted the designs to make use of really vivid colours to reflect the richness of the music, and the stamps were printed using a six colour hexachrome process to add real punch.”

In addition to the stamps and Miniature Sheet, we have issued 250 limited edition souvenir coins featuring an iconic portrait of Beethoven on one side and Beethoven’s beloved Broadwood piano on the other. The portrait,

by Joseph Karl Stieler, shows Beethoven working on the manuscript for Missa solemnis, widely regarded as one of the composer’s greatest achievements. We have also issued 200 limited edition 12” transparent vinyl records featuring a selection of Beethoven’s compositions.

The record features a beautiful gatefold cover designed in the style of the stamps and containing a set of stamps and a Miniature Sheet.

Born in Bonn in Germany in 1770, Beethoven was taught to play the clavier and violin from a very young age by his father who was a singer. Beethoven moved to Vienna in Austria in his early twenties where he lived for the rest of his life. His influence continues to be felt around the world today, including in Jersey where the Jersey Symphony Orchestra has performed a number of his works over the years.

Our Beethoven stamps are now available to buy from all branches of Jersey, whilst philatelic stamp products such as Miniature Sheets, First Day Covers and Presentation Packs are available from the our offices at Broad Street, St Helier and Rue Des Pres, St Saviour on issue day.

All items can be ordered now at www.jerseystamps.com or by telephoning the Jersey Philatelic Bureau on: 00 44 (0)1534 616717.

ISSUE FIVE 04/20

CHATBOT UPDATE

We introduced Chatbot on to our website at the beginning of January, designed to help customers with basic tasks, for example, tracking an item or directing them to an application page to sign up for a service.

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The main reason we embarked on this was to reduce contact into the call centre and to be able to serve more customers with frequent simple requests, without the need to speak to an agent when technology exists to make the transaction simple and painless.

The Chatbot has received over 2,000 conversations with our customers during 2020.

One of the most frequent calls the Customer Care Team received was a track and trace enquiry. This has been the Chatbot’s most popular conversation with our Customers, holding over 60% of the total conversations and therefore a huge contributor to the reduction of calls received.

Due to the successful implementation of our Chatbot, it will soon be looked to further develop the way our customers interact with Jersey Post and our Customer Care Team with the addition of Live Chat. This will allow our customers to speak directly to a member of the team through the Chatbot in order to answer more difficult queries in an efficient and timely manner and will therefore continue to save time for the team whilst simultaneously creating a better and more seamless experience for the customer.

The Customer Care Team are daily monitoring the types of conversations our customers having with the Chatbot and are updating and adding additional conversations where necessary to better help the customer going forward. Above all the benefits and time savings generated from the Chatbot, most importantly it has allowed for a much greater customer experience. Jersey Post’s customers can now have enquiries answered 24/7 with complete ease. They have an additional platform to log requests, sign up for products and services, track their inbound and outbound items and much more.

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ECO ACTIVE MEMBERSHIP RENEWED

In February, the States Assembly voted unanimously to support the Carbon Neutral Strategy. Our continued membership of Eco Active represents our ongoing commitment to managing our impact on the environment.

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ECO - HVO FUEL You will be aware that we have an ongoing programme of replacing our diesel vehicle fleet with electric vans. This is in recognition that Jersey Post has one of the largest fleets on the island and hence a large carbon footprint.

We continue to make good progress with this programme with 75 of our 120 vans now electric.

We have a new initiative aimed at reducing the CO2 and other emissions from our remaining diesel fleet.

A number of European fuel refineries such as UNI, Total and Neste have developed and are producing a second generation biofuel known generally as HVO. This is chemically very similar to fossil diesel and has a 100% paraniffic petrochemical structure. It has none of the drawbacks experienced with first generation FAME or UCOMe biodiesel fuels.

The chemical purity of HVO improves combustion efficiency thus substantially reducing soot, NOx and SOx emissions. It also has a 90% reduction in net CO2 emissions compared to fossil diesel. It has been on trial in a number of European countries over the past few years and is now commercially available.

Jersey is the 11th country to access HVO for general commercial use.

In Jersey HVO is being marketed by Rubis as RD100 (Replacement Diesel). It is currently approximately 50% more expensive per litre than conventional diesel.

The governments of the first 10 countries who have introduced HVO have made subsidies available by way of tax or duty incentives. The Jersey government is currently considering its stance on the matter and we are hopeful that it will follow suit.

We have been running a trial using HVO / RD100 in 6 of our diesel vans to verify performance etc. While the trial has had to run on a reduced basis due to the current situation, early feedback is that the larger vehicles are running much smoother, so it is looking positive.

Our proposal, should the trial prove successful, would be to use HVO / RD100 as a transition fuel to replace diesel whilst we continue our transformation from a fossil fuelbased fleet to an all-electric fleet.

Further updates on the trial will be issued in due course.

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ECO - REDUCING YOUR MEAT INTAKE In the last 50 years, the number of people on the Earth has doubled, but the amount of meat we consume has tripled.

Deforestation to make way for livestock, along with methane emissions from cows and fertilizer use, creates as much greenhouse gas emissions as all the world’s cars, trucks and airplanes. Meat rearing practices risk mass extinctions of other animals, as well as spawn significant pollution of streams, rivers and, ultimately, the ocean.

Meat production also consumes incredibly high volumes of water. For example, 15,000l of water are used to produce just 1kg of beef. In contrast, it uses under 1,000l of water to produce 1kg of most fruits and vegetables.

Scientists have warned that huge reductions in meat eating are required if the world is to stave off dangerous climate change, with beef consumption in western countries needing to drop by 90%. Consumption of pork, milk and eggs will also need to decline sharply.

Switching to a meat-free diet is one of the biggest ways you can cut your personal carbon emissions - with vegans having the lowest carbon emissions of all diet types.

If everyone in the world turned vegetarian, we could cut our emissions by 60%, which increases to 70% if everyone were to turn vegan.

Vegetarians don’t eat any meat, but vegans avoid all animal products, including meat, dairy and honey.

They also avoid wearing wool, leather or silk and avoid using cosmetics that contain animal traces.

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More than 800 million people in the world live in food poverty and we don’t have the resources to feed an ever-growing population an animal-based diet.

Having a plant-based diet is the best way to ensure there’s enough food to go around.

As well as the benefits to the planet, ridding your diet of meat has considerable health benefits too. A plantbased diet, which includes more fruits, vegetables, grains, beans, legumes and nuts, is rich in fibre, vitamins and other nutrients. And people who don’t eat meat generally eat fewer calories and less fat, weigh less, and have a lower risk of heart disease than non-vegetarians do.

Even reducing meat intake has a protective effect.

Research shows that people who eat red meat are at an increased risk of death from heart disease, stroke or diabetes. Processed meats also increase the risk of death from these diseases.

Making the switch Switching to a meat-free diet can seem like a daunting task, but the best advice is to just take it slow.

Start with one meat-free day a week You could partake in Meat-free Monday, which is a growing trend founded in 2009. It’s an easy way to increase the amount of plant-based foods in your diet and can be a stepping-stone to a bigger change. We have also introduced more vegetarian and vegan options to the canteen menu to help encourage our staff to reduce their meat intake.

Explore new recipes There are a huge range of vegetarian and vegan recipes to experience – with many available for free online - and taking the leap into a meat-free lifestyle isn’t nearly as scary as irreversible damage to our planet.

Do some research It’s a good idea to do your own research before choosing to make the switch. There are various vegan documentaries available on Netflix, and The Vegan Society and Veganuary are both great online resources. Veganuary, which started to encourage people to go vegan for the month of January, now offers vegan starter tips all year round.

The NHS website also has a lot of advice on staying healthy as a vegan, including information on how to make sure you still get the right nutrition. Vegan Youtube channels and blogs can also be helpful.

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SPOTLIGHT: ROBIN LONGELY Robin has joined the business at our most challenging time. While his long-term role will be as Operational Support Specialist, he is currently helping us out in the interim by acting as a Service Desk Analyst too to help us through this busy time.

Name: Robin Longely Department: IT Title: Operational Support Specialist Where have you joined us from?

I was previously working in electronic design research for Renishaw, a British engineering firm specialising in measurement, motion control, spectroscopy, and machine tool products. I have always been massively passionate about Engineering and applied technology.

Before moving to the rock, I was living in Exeter in Devon, having studied at University there quite a few years ago!

Are you originally from Jersey?

I am nearly a Jersey Bean, but not quite yet! I have just moved to the Island with my wife, who comes from a Jersey family. However, I have spent every summer holiday in Jersey for the last decade, and finally decided to make the move after years of talking about it! I love that Jersey is so similar to my hometown in Cornwall.

What do you love most about living on the island?

It would definitely be the welcoming community spirit of the Island. Everyone knows everyone, which is such a lovely change after coming from a city. We live in St. Brelade so I really love walking over the sand-dunes and watching the sunset at St. Ouen. In the summer, nothing beats walking out to Corbiere and having a pint of Liberation whilst staring out at the light house.

What’s your favourite thing about working in IT? I love the challenge of finding a solution and fixing things. There is nothing more frustrating than something that doesn’t quite work right and being able to solve a problem for someone always feels great. There is also so much exciting innovation happening in the Island at the moment with Digital Jersey. It is a great time and place to be working in IT. Even though we are experiencing a very sad health crisis at the moment, I really hope it will provide a chance to think about the ways we use IT in the future and lead to some beneficial changes. Nothing stands still in IT, and it is a sector which always keeps you on toes learning new things.

How are you finding it working during the Covid-19 outbreak?

It has been OK. I have taken over the dining room table and turned it into a home office. My wife wasn’t too happy the other day when she caught me soldering some electronics components together on the coffee table! However, I do miss the office environment with colleagues. Sometimes working on your own can be a little too quiet!

What’s the no.1 thing you are missing during the lockdown?

I will miss my family. We were planning on having family over soon from the UK and it looks like they will need to put their trip off for a few months.

ISSUE FIVE 04/20

WHAT’S NEW New Starters We’d like to give a warm welcome to our recent new starters: Maria Rodrigues

Tim Quigley

Steven Howarth

Postal Operative - Counters

Logistics

Postal Operative

Bernard Manning

Jane Miles

Jane Davies

PM Processing

Senior Product Manager

Postal Operative

Robin Longley Operational Support Specialist

Rewards & Recognition Congratulations and thank you to all our recent R&R winners:

Harry McNamara

Ruth Stubbs

For helping a customer with a 20kg parcel by taking it in his van to RDP rather than having the customer carry it.

For going the extra mile to help a customer who had left a non-postal item in a post box.

Carl Weeks

Ben Jones

For going out of your way to support your colleagues.

For going above and beyond to help the business by coming in early on a stormy morning to deliver 11 yorks of heavy philatelic stock to Benham.

Aaron Bentley For always offering to help on a round when it’s busy.

Jake Ropers

For always helping out Customer Care and making their lives so much easier.

For going above and beyond to help the business by going back up to the airport to unload the airmail that was delayed, with half the normal staff.

Ian Wheeler

Marie Skelhorn

Ken Harries

For going the extra mile to help a senior citizen who had locked themselves out of their house.

Nick Millar For going the extra mile to help the business by helping deliver some retained mail even though you had already finished your round.

For going above and beyond to help the business by going back up to the airport to unload the airmail that was delayed, with half the normal staff.

QUIZ For a chance to win a pair of cinema tickets, please send your answers to India Cook in Marketing or email newsletter@jerseypost.com

1. Which book did Mary Shelley write when she was 19?

2. Which artist painted The Scream?

3. In which city did Romeo and Juliet live?

4. What is the name of the winged horse in Greek mythology?

5. How many Oscars did the Titanic movie get?

Good Luck!

Last month’s answers: 1. Belgium 2. Bhutan 3. The UK

4. British Guiana one-cent magenta stamp 5. George Washington

Congratulations to last month’s winner, Nobby Martin!

Your prize will be ready for collection once the cinema reopens.

Do you have any ideas, achievements or suggestions you’d like to tell us about? Let us know by emailing newsletter@jerseypost.com!