We refer to Ms Susan Meehan’s letter, “Did SingPost investigate case fully?” (Jan 27, online).
We take feedback seriously. The area manager and service quality manager were involved in the investigation, including a thorough questioning of the postman, who was certain he was unable to get through the intercom and assumed it was not working.
Our records showed that he had delivered a registered article successfully to another unit in the same condominium on the same day. We are sorry for the inconvenience caused.
We have in place processes that ensure feedback is investigated properly and objectively, as well as identify gaps and track corrective actions. There are standard operating procedures for registered articles and constant reminders to postmen.
We enforce this via regular checks on our staff’s delivery performance.
With the “last mile” being dependent on labour, consumer needs getting more sophisticated and delivery points continuing to grow, we will explore the use of technology for last-mile delivery.
We take feedback seriously. The area manager and service quality manager were involved in the investigation, including a thorough questioning of the postman, who was certain he was unable to get through the intercom and assumed it was not working.
Our records showed that he had delivered a registered article successfully to another unit in the same condominium on the same day. We are sorry for the inconvenience caused.
We have in place processes that ensure feedback is investigated properly and objectively, as well as identify gaps and track corrective actions. There are standard operating procedures for registered articles and constant reminders to postmen.
We enforce this via regular checks on our staff’s delivery performance.
With the “last mile” being dependent on labour, consumer needs getting more sophisticated and delivery points continuing to grow, we will explore the use of technology for last-mile delivery.
