First Sort Customer Guide

FirstSort Customer Guide

Contents

1.0

Overview

3 3 4 4 4 5 5 6 6 6 7 7 7 7 7 7 7 7 8 8 8 8 8 9 9 9

1.1

FirstSort service summary

2.0 2.1 2.2 2.3 2.4 3.0 3.2 4.0 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.1 1 3.1

Entry qualifications Minimum volumes Addressing standards

Suitable fonts and print formats

Item dimensions & weight

Whistl set up

FirstSort indicia

Return addresses and undeliverable mail

Whistl set up Mailing items Mail sequence

Flexibility

Non-machineable items

Paper weight

Sealing

Window envelopes

Address

Address block

Clear zones

Window envelopes

4.12 5.0

Printing

Consumables

5.1

Trays & tray labels

5.2 6.0 6.1 6.2 6.3 6.4

E-Dockets and Collection Receipts

Collection process Collection times

1 1 1 1 1 1 1 1 1 1 1 1 12 12 12 13 13 14 15

Collection time re-arrangements

Customer health and safety procedures

Unloading and handover

6.5

Contingency

7.0

Procedures for handling non-compliant postings

7.1

Collections

7.2

Documentation

7.3 7.4

Addressing standards

Post presentation

Appendix A Recommended machine-readable fonts

Appendix B Envelope specification

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1.0 Overview

1.1 FirstSort service summary Day 0-1 • Regional next day mail collected from customers • Mail delivered to Whistl sortation centre • Mail machine sorted – split between regional vs. national according SSC Regional mail - Trays of sorted regional mail delivered to Royal Mail IMC - RM local sortation National mail - National mail sorted on a 2-3 day pass - Bags of national mail delivered to the Whistl radial hubs - Bags of national mail handed over to RM IMC Day 1 • Regional mail delivered by the Royal Mail Day 1-2 • National Mail delivered to the RM IMC Day 2-3 • National Mail delivered by the Royal Mail

FirstSort offers customers a competitive and flexible next-day service by sorting machine-readable letters automatically. This next day service will be delivered on the 1st working day (Mon-Sat) after the day of collection for selected regions. Mail items destined for other areas will be delivered within 2-3 working days.

Summary of Premium regional services

Format weight bands

Service

Large (Letter C4)

Letters (DL/C5)

Packets

0-100g 101-250g 251-500g 501-750g

FirstSort

Y

N

N

Y

N

N

N

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2.0 Entry qualifications

2.1 Minimum volumes The minimum volume customers must reach prior to utilising Whistl’s FirstSort service is 250 mailing items per mailing, per collection. 2.2 Addressing standards Customers must also ensure that each mailing item is addressed to its recipient so that the address is visible and legible at all times. Failure to meet required standards will result in Whistl taking action in accordance with the Procedures for Handling Non-compliant Postings (see section 8 of the Customer Guide). Customers must ensure that the Addressing Standards set out in section 2.2.1 are met.

2.2.1 Post addressing Customers must take into account changes to postcodes and other address information and ensure that new records are accurate (e.g. quarterly updates). Cleaning address data should not be a one- off activity, it should be an ongoing process. The best way to ensure the accuracy of address files is maintained is to link databases to Royal Mail’s Postcode Address File (PAF®) using one of the third party products based on PAF®. PAF® contains over 27 million UK addresses including 1.7 million business addresses and 1.7 million postcodes, which Royal Mail continually update to maintain accuracy. 2.2.2 The elements of an address To meet the required address standards each address includes one premise element, one thoroughfare element, one locality element and the postcode as a minimum. Other elements may be included. If there is no thoroughfare element contained in PAF® this need not be included.

To fully explain these requirements, each element is described here:

J Bloggs

A Posting House

Organisation Sub-building Building name Building number

South Wing Bell House

Premise elements

B-25 Bell Complex

The Mews

Dependent thoroughfare

Thoroughfare elements

300 Western Road

Thoroughfare

Otterley Hedge End OXFORD OX4 5ZZ

Double dependent locality

Location elements

Dependent locality

Posttown Postcode

Postcode elements

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i) Premise elements Customers must include at least one of these four elements, so that a single delivery point is defined. Customers do not have to include all the premise elements (unless the premise elements used do not sufficiently describe an address), even if they are included in PAF®. ii) Thoroughfare elements PAF® will give one of three possible combinations: • No thoroughfare – no need to include anything in this part of the address. • A thoroughfare but not a dependent thoroughfare – include the thoroughfare. • Both a dependent thoroughfare and a thoroughfare – include the former. If space allows customers can also include the thoroughfare, though it’s not compulsory. iii) Locality elements Customers must include at least one locality element, even if they are included in PAF®. The first letter(s) of the posttown must always be in capital letters, e.g. Milton Keynes. The posttown can also be printed in capital letters (uppercase), e.g. BIRMINGHAM on a line on its own. iv) Postcode The address of all mailing items must contain a full and accurate postcode. The postcode must generate an address from PAF® that can be matched to the minimum requirements above (at least one premise element, one thoroughfare element and one locality element). The postcode must always appear in capital letters on its own as the last line of the address. The postcode must NOT be:

Two spaces must be included between the two parts of the postcode. The first part i.e. OX4 is the outward code, the second i.e. 5ZZ is the inward code. 2.3 Suitable fonts and print formats Comprehensive testing has been completed by our machine supplier, and a list of recommended fonts has been provided. See Appendix A for details. To achieve maximum read rates, only certain fonts can be used and the print quality must be of a high standard. E.g. using typefaces that are more unevenly spaced than others, printing labels on a dot matrix printer or on a printer that is running low on ink may cause the item to be rejected by our sortation machines, which means having to resort to manual sortation causing delay and affecting the rate charged. 2.4 Item dimensions & weight Any item defined as a letter can be sent through Whistl provided it meets the following requirements. The below specifications relate to the letter (DL and C5) envelope:

Minimum

Maximum

Length (mm)

140

240

Height (mm)

90

165

Thickness (mm)

0.25

5

Weight (grams)

2

100*

• Printed on the same line as the town or county. • Underlined or punctuated.

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3.0 Indicia for FirstSort Whistl’s sortation machines can only accept blank envelopes without the Whistl indicia, and this will be printed as it is sorted through the sortation machine. Customers must still indicate on the tray card that they need to have the FirstSort indicia sprayed onto the mail piece. Mailing items will only be accepted at Whistl DSA Centres if they bear an indicia approved by Whistl. The indicia cannot be used to access retail end-to- end services or for any other purpose than as set out in the Agreement and this Guide 3.1 FirstSort indicia Envelopes should be white or light coloured and free from graphics or print, so that the indicia will show up on the mail piece when it is sprayed on. 3.2 Return addresses and undeliverable mail Customers must ensure that every mailing item is clearly marked with a return address. Return addresses that are pre-printed on the reverse side an envelope must be within the 40mm zone from the top of the mail piece, but not in the Royal Mail return mail mark zone – an area 40mm x 40mm from

the top left of the reverse side of the envelope. Return addresses that are pre-printed on the front of an envelope must NOT interfere with the indicia zone and extend no lower than 28mm from the top edge of the envelope. The return address must also be no closer than 12mm to the delivery address.

It is recommended that that the return address is always preceded with ‘Return Address’.

Any undeliverable mail will be returned to the UK return to sender address, detailed on the mailing item. The return address should consist of: • PO Box Number (optional). • The Customer Reference Number. This is optional, each customer has one or more unique four digit identification numbers ascribed to them e.g. one number may denote a promotional mailing, one may denote a transactional mailing. • The customer name (fixed element of the address). • Post town (fixed element of the address). • PO Box Postcode (fixed element of the address). Any alterations to this format should be clarified with a Whistl Account Manager. It is the responsibility of customers to ensure compliance with the return address format and position on the envelope.

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4.0 Mail presentation

4.3 Flexibility

Mail must be presented in the mail trays provided by Whistl. Envelopes must be placed in the trays un- banded and should all be facing in the same direction and the correct way up. Trays should not be overfilled as it makes handling difficult and can cause envelopes to stick.

Items must be flexible enough to bend into an ‘S’ along the longest edge. The ‘S’ test indicates when a mail piece is too stiff to be safely processed without being damaged by the equipment or damaging the equipment. 4.4 Non-machineable items The following are classed as non-machineable and cannot be processed under the FirstSort service. • Polywrap, plastic or window envelopes without plastic film. • Inflexible objects such as coins, pens and keys. • >5mm thick per item. • Heavier than 100g per item. 4.5 Paper weight • Envelopes – 70gsm minimum. • Postcards – 200gsm minimum with a minimum thickness of 0.25mm thick. 4.6 Sealing Each item must be well sealed, taking care to avoid using too much gum or excess water which could result in envelopes sticking together. • Metal clips or staples must not be used. • The items must be sealed on all sides. 4.7 Window envelopes Requirements for addresses to be read through a window are as follows. • The window position must be at least 15mm from the left hand edge of the envelope and at least 18mm from its bottom edge.

In the case of letters mail should be placed with the address the right way up and sitting upright

Note: mail in trays cannot be double stacked.

4.1 Mailing items Customers must ensure wherever possible that mailing items of a similar weight, shape or size are securely placed in Whistl trays. The number of mailing items in each tray will depend on the nature of the mailing items, size and thickness.

Mailings that are presented must be separated according to format and service:

• Letter. • If mail needs to be sprayed with an indicia or return address. 4.2 Mail sequence FirstSort mail should be presented in a geographically random order. This maximises throughput of the process and minimises risk of delay. The easiest way ensure mail is in random order is to stack the ‘print file’ by surname in alphabetical order.

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4.10 Clear zones

• The maximum gloss value of the window material should be 150 when measured at 60° in accordance with ASTM 2457 standard test method for specular gloss of plastic films. • The window haze should not exceed 75% in accordance with ASTM D1003 standard test method for haze of plastic films. • The item inside the envelope must fit securely and not move around and the address must always be fully visible. • The window should not infringe any of the clear zones on the mail piece. See Appendix B for the optimum mail template. 4.8 Address • All lines of the address must be justified left. • The extremities of the address block must be at least 5mm away from the edge of the label or window. • Excessively skewed addresses cannot be read. The Whistl sortation machine can only tolerate a maximum skew of plus or minus five degrees from the horizontal. • Punctuation should be avoided e.g. don’t put commas or full stops at the end of lines. 4.9 Address block The address block is defined as an imaginary box that surrounds the address including the addressee’s name. There must be a 5mm clear zone around this block. See Appendix B for details. If you want to print a reference number or code near the address, then this must be printed either 1. Within the address block as the top line of the address and left justified to form part of the address or 2. Outside the 5mm clear zone

The following areas should be left clear of any markings. These areas are called ‘clear zones’ and are used to print and read codes and locate the address. The address must not encroach any of these clear zones: • 5mm around the address. • 18mm from the bottom edge and 115mm from the right edge. • A zone 15mm from the right hand edge and 70mm from the bottom edge. • A zone 115mm from the right hand edge and 10mm high; with the zone’s top edge starting 70mm from the bottom edge of the item. • No part of the address should fall within 40mm of the top of the mail piece. 4.11 Paper colour The most suitable colours for envelopes are white, cream or buff. Other colours may be used, so long as they are light or pastel shades which contrast by at least 50% in tone with the address. Please do not use red or dark coloured envelopes as address and codes will be difficult to machine-read. 4.12 Printing The address must be darker than the paper. For example don’t print the address in white ink on dark paper. Please do not use red or dark colour ink for printing logos, designs or text behind the address as they cannot be machine-read. Whistl will supply the relevant equipment for the final transportation of mail to Whistl centres. Whistl will base the initial tray and container allocation on the forecast figures provided. Whistl Client Services will determine a replenishment of Whistl trays and magnums based on the weekly forecast provided.

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5.0 Consumables

5.2 E-Dockets and Collection Receipts E-Dockets This tool has been designed to be easily accessible via the Whistl website. The tool allows you to declare your daily volumes for each of Whistl’s unsorted services: PremierSort, PremierSort Flex and AllSort. It also allows you to create a unique tray card, which should accompany every mailing. Whistl will provide the customer with a login at the initial customer implementation. If you are an existing customer please contact your Whistl Account Manager for your login details. Please refer to the E-Docket customer guide for more information Customers are required to complete a collection receipt with the specific number and type of mailings, number of trays/yorks/magnums from the customer nominated site to the Whistl Sorting Centre. Four signed copies of the collection receipt are required. These will be checked, timed and dated by the Whistl collection driver and a customer employee after the Whistl vehicle is loaded. Three copies will be retained by Whistl and the other by the customer as receipt of collection. The handover of mailing items and the signing of the collection receipt does not constitute acceptance of the mailing items by Whistl. Acceptance of a mailing by Whistl only occurs after Whistl Goods In and QMC mail verification checks have taken place and all, if any, issues have been resolved. A mailing will be deemed to have been accepted by Whistl and subsequently Royal Mail. Collection Receipts Whistl will provide collection books at initial implementation.

Re-ordering equipment Please contact your Account Manager and refer to the notice period for trays and magnums below 5.1 Trays & tray labels Whistl will supply trays and lids for the sole use of conveying Whistl specific mailings from the customer nominated site to the Whistl Sorting Centre. Whistl trays must not be used for moving mailing items between either the customer’s sites or agent’s sites without prior agreement with Whistl Client Services. Customers need to give Whistl 48hrs notice of their requirements and Whistl will endeavor to meet the required amounts within the notice period.

• 0-200 trays require 24 hours notice. • 201-400 trays require 48 hours notice. • 400+ trays require 96 hours notice.

Whistl will also supply customers with a tray label template that needs to be completed for each mailing. The tray label consists of a barcode that is scanned once it reaches the Whistl depot. Each tray label must detail the service, the format of the mailing, collection date and pre-printing instructions for indicia and ‘if undelivered’ address.

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Example of a collection receipt:

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6.1 Collection times Standard collection times will be set up prior to the first collection and will be regarded as fixed from this point. However, these collection times are flexible if found to be mutually agreeable. 6.2 Collection time re-arrangements Any requests to change collection times must be made by e-mail to Whistl Client Services and may require at least 14 working days to be processed. Whistl Client Services will confirm by e-mail, subject to capacity and capability, whether the change of collection time is acceptable. Whilst Whistl will endeavour to meet requirements, it may not be possible in every instance. The final decision regarding the allocation of collection times rests with Whistl. 6.3 Customer health and safety procedures Whistl require all drivers to wear safety shoes and high visibility jackets whilst on customer premises and comply with all site traffic rules. Drivers should only have access to those areas directly related to the handover of mailing items, unless previously agreed with Whistl. 6.0 Collection process

6.4 Unloading and handover

• Each separate mailing must be unloaded into separate containers which will facilitate the revenue protection checks against each mailing. • Where Customers have been provided with containers, customers are responsible for loading and unloading the containers when and where directed by the Whistl driver. • All mailings handed over to a Whistl driver must be accompanied by a collection receipt. At handover, the Whistl employee will sign, time and date both copies of the collection receipt. Whistl and the customer’s driver will, each, retain one copy of the collection receipt. 6.5 Contingency In the event of customer premises being inaccessible for any reason, customers must notify Whistl of any alternative arrangements and any subsequent change to normal practice at the earliest opportunity.

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Whistl reserves the right to sample a mailing to ensure compliance with the Agreement. Failure to meet required standards will result in Whistl taking action in accordance with the Procedures for Handling Non- compliant Mailings/Postings. • If after revenue protection checks Whistl has identified that a mailing fails to comply with the Agreement, Whistl will notify the customer, by telephone and electronically, and offer an opportunity to inspect the mail as soon as is reasonably practicable after identifying the error, but no later than 24 hours after notification. If following inspection (or the expiry of the 24 hour period) Whistl remains satisfied that there has been an error, Whistl may proceed to implement the procedures within this section. • The following table details the actions Whistl may take in the event of non-compliance. Please note, ‘Relevant Segment of the Posting’ means that part of the mailing which relates to an individual mailing where non- compliance has been identified. 7.1 Collections 7.0 Procedures for handling non-compliant postings

Issue

Resultant and corrective actions where applicable

Posting unavailable at collection

If a pre-notified posting is not available for collection on the nominated day despite the pre-notification that posting will be considered void and will be logged by Whistl. If customers are unable to meet the agreed collection time and Whistl is not contacted to agree the delay of the collection, Whistl may not accept the handover of the posting.

Delay of collection

7.2 Documentation

Issue

Resultant and corrective actions where applicable

No signed collection receipt

If the relevant collection receipt has not been signed by a customer employee, Whistl will not accept the posting until confirmation of the collection volume has been received.

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7.3 Addressing standards

Issue

Resultant and corrective actions where applicable

• If the amount of reject mail is > 5% of the total mailing, then the items will be manually sorted if Whistl agree it is operationally feasible to process. In this case the customer will be charged at the defined tariff rate for the rejected mail as set out in the contract agreement and the mail will be processed one day later. • If the amount of reject mail is less than 5% of the total mailing, then Whistl will agree to sort the rejected mail manually at no extra charge.

Mailing items that fail to meet the addressing standards as specified in Section 2.2 of the Customer Guide

7.4 Post presentation

Issue

Resultant and corrective actions where applicable

The customer hands over mailing items in poor condition

• Whistl staff will visually check the condition of the trays of mailing items upon handover. Any posting/mailing or relevant segment of the mailing obviously damaged or in a generally poor condition will not be accepted by Whistl. • Any mailing items that Whistl employees subsequently discover (prior to acceptance) to be damaged or in generally poor condition will not be processed. Whistl will contact the customer’s nominated contact and the customer may collect the mailing items. • If mailing items within a mailing or relevant segment of the mailing are stuck together then the mailing or relevant segment of the mailing will not be processed and Whistl will contact the customer. Where Whistl agrees that it is practicable to separate the mailing items, Whistl will do so. If, in the opinion of Whistl, the mailing items cannot be separated without damaging the mailing items then the customer must collect the mailing items.

The customer hands over mailing items that are stuck together

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Appendix A Recommended machine-readable fonts

Things to avoid

Font Arial

Size 10pt 10pt 10pt 10pt 10pt 10pt 12pt 10pt 12pt 10pt 10pt 10pt 10pt 12pt 10pt 10pt 12pt 10pt 10pt 10pt 12pt 10pt 12pt 10pt 10pt 10pt 10pt

Typical problems that can cause your mail to be rejected are as follows:

Capelli-Plain Century-WP

• Characters with incorrect proportions e.g. stretched or condensed typefaces. Overlarge or small characters. • Quality of characters that are poorly printed or defined, either because they have been printed by poor quality printers, low resolution dot matrix printers or because the printer needs maintenance – worn ribbon, low on toner etc. Note: 10 point fonts read consistently better than 12 point fonts. A 12 point in one font may be smaller or larger than a 12 point in another font.

Classic Typewriter-Plain Corporate Mono-Plain

Courier

Courier New (TT)

Draft Plate-Plain

Dutch SWA

Helvetica

Letter Gothic Plain

Microscan-A

Microscan-B

New Century Schoolbook

Palatino

Pica Plain

Prestige Plain

Souvienne-Plain

Swiss SWA

Times Roman Weissach-Plain

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Appendix B Envelope specification

E.g.

Please note the diagram above is not to scale. The measurements above apply to DL and C5 envelopes. • The address must appear in the address zone and be at least 15mm from any edge and 15mm away from logo/design. • Leave clear a zone 18mm from the bottom edge, and 115mm from the right edge. • Leave clear a zone 115mm from the right edge and 5mm high, with its top edge 70mm from the bottom edge. • The yellow clear zones must be kept clear for code marking and printing return addresses if required. • For DL and C5 envelopes the address should appear on its long edge.

Note: customers that require a customer barcode to be be printed should refer to the Whistl Premier Guide Appendix G for the CBC Envelope Specification.

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Whistl Ltd Meridian House Fieldhouse Lane Marlow Buckinghamshire SL7 1TB

Tel 01628 861503 Email moreinfo@whistl.co.uk

www.whistl.co.uk

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