PremierSort Flex Customer Guide

Contents

1.0

PremierSort Flex Overview ......................................................................................................................... 3 PremierSort Flex service summary........................................................................................................... 3 Summary of PremierSort Flex service .................................................................................................. 3 Minimum volumes..............................................................................................................................................4 Addressing standards .....................................................................................................................................4 Address Format.................................................................................................................................................. 5 Suitable fonts and print formats................................................................................................................. 5 Item dimensions & weight.............................................................................................................................. 5 Indicia for PremierSort Flex .......................................................................................................................6 Pre-printed indicia for PremierSort Flex.................................................................................................6 Indicia Size............................................................................................................................................................. 7 Return Addresses and Undeliverable Mail.............................................................................................8 Mail Presentation ..............................................................................................................................................9 Mailing items ........................................................................................................................................................9 Mail sequence.......................................................................................................................................................9 Flexibility.................................................................................................................................................................9 Non-machineable items..................................................................................................................................9 Paper weight.........................................................................................................................................................9 Sealing.................................................................................................................................................................... 10 Using window envelopes.............................................................................................................................. 10 Address................................................................................................................................................................. 10 Address block.................................................................................................................................................... 10 Clear Zones.......................................................................................................................................................... 10 Paper colour........................................................................................................................................................ 10 Printing.................................................................................................................................................................. 10 Consumables .......................................................................................................................................................11 Trays..........................................................................................................................................................................11 Magnum..................................................................................................................................................................11 Tray labels..............................................................................................................................................................11 E-Dockets and Collection Receipt............................................................................................................12 Forecasting Variables ....................................................................................................................................12 Collection Process .......................................................................................................................................... 14 Collection times................................................................................................................................................. 14 Collection Time Change Process.............................................................................................................. 14 Customer health and safety procedures.............................................................................................. 14 Unloading and handover.............................................................................................................................. 14 Contingency........................................................................................................................................................ 14 Procedures for handling non-compliant postings ........................................................................15 Collections............................................................................................................................................................15 Documentation...................................................................................................................................................15 Addressing Standards.................................................................................................................................... 16 Mail Presentation.............................................................................................................................................. 16 Non-machineable or non-routable mail................................................................................................ 16

1.1

2.0

2.1

2.2 2.3 2.4 2.5

3.0

3.1

3.2 3.3

4.0

4.1

4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 5.0

5.1

5.2 5.3 5.4

6.0 7.0

7.1

7.2 7.3 7.4 7.5

8.0

8.1

8.2 8.3 8.4 8.5

Appendix A Recommended machine-readable fonts

17 18

Appendix B Envelope specification

1.0 PremierSort Flex Overview

1.1 PremierSort Flex service summary

Day 0 • Unsorted mail collected from customers • Mail delivered to Whistl sortation centre • Mail machine sorted Day 1 or Day 2* • Bags of sorted mail delivered to Royal Mail • Bags are signed for by the Royal Mail • Royal Mail local sortation

PremierSort Flex 2 or 3 day service offers customers a competitive and flexible service by sorting machine-readable mail automatically.The PremierSort Flex service will be delivered by the third working day (Mon-Sat) after the day of posting.The geographic location that the mail will be collected from and delivered to will depend on whether it will be a 2 day or 3 day delivery. Whistl will collect and prepare your unsorted mail, saving time and money.

Day 2 or Day 3* • Delivered by Royal Mail

* Geography dependent

Summary of PremierSort Flex service

Format weight bands

Service

Light Large Letters

Letters (DL/C5)

Packets

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

PremierSort Flex

2.0 Entry qualifications

2.1 Minimum volumes

2.2.1 Mail addressing Customers shall take into account changes to postcodes and other address information over time and ensure that new records are accurate (e.g. quarterly updates). Cleaning address data should not be a one-off activity, but an ongoing process. If you need further details please contact Whistl Customer Services. The best way to ensure that customers maintain the accuracy of their address files is to link their databases to Royal Mail’s Postcode Address File (PAF®) by using one of the third party products based on PAF® which are available. PAF® contains over 27 million UK addresses, including 1.7 million business addresses and 1.7 million postcodes, which Royal Mail constantly update to maintain its 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.

A minimum of 250 items per collection is required. Volume requirements per collection are also geographic dependent. 2.2 Addressing standards The customer must ensure that the addressing standards set out in section 2.2.1 are met.The customer must also ensure that each mailing item is addressed to its recipient so that the address is visible and legible at all times. Whistl reserves the right to test mailings and postings received from the customer to ensure compliance with the addressing standards.The sample quantity will be the first pre-go live mail items of the forecasted daily collection. Failure to meet required standards will result in Whistl taking action in accordance with the procedures for handling non- compliant postings (see section 9 of the Customer Guide). Test mail will be collected 7 days prior to the go live date.The customer will be notified of the test results and if successful will go live on the 7th day following the test mail collection.

To fully explain these requirements, each element is described below.

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

2.4 Suitable fonts and print formats Comprehensive testing has been completed by our machine supplier to provide a list of recommended fonts that are available to customers. See Appendix A for the recommended fonts to be used. In order for maximum read rates to be achieved, only certain fonts can be used and the print quality must be of a high standard. For example using typefaces that are more unevenly spaced than others (or printing labels on a dot matrix printer or on a printer where the ink is running low) may cause the item to be rejected by our sortation machines, which means having to resort to manual sortation – this can cause delay and affect the rate charged. 2.5 Item dimensions & weight Any item defined as a letter can be sent through Whistl for sortation provided that it meets the following requirements: The below specifications reflect the letter envelope: Minimum Maximum Length (mm) 140 240 Height (mm) 90 165 Thickness (mm) 0.25 5 Weight (grams) 2 100 The below specifications reflect the light large letter size envelope: Minimum Maximum Length (mm) 241 330 Height (mm) 166 240 Thickness (mm) 1 4 Weight (grams) 2 100 Note: The dimensions above have been determined by combining the Royal Mail specifications and the Whistl sortation machine specifications. The readability of the address font will always be assessed during the pre-go live test.

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. They don’t have to include them all, even if they are included in PAF®. The post town shall always be printed in capital letters (upper case). For example BIRMINGHAM on a line on its own.The rest of the address can either be in all capital letters or in capital and non-capital letters. iv) Address structure Each address element must be on a separate line with the postcode included as the last line of the address. 2.3 Address Format Whichever delivery option is chosen, PremierSort Flex allows significant savings to be realised on postage costs. How much depends on the address format chosen and quality of your mail. Machine Readable Mail Whistl’s advanced technology has the unique capability to machine-read a higher proportion of printed mail. More mail will qualify for the PremierSort Flex discount depending on the readability rate of the address. Mailings presented per collection must meet a minimum read rate of 95% to take advantage of the PremierSort Flex pre-sorted savings. If the 95% read rate is not met, the percentage of items qualifying will be charged at the PremierSort Flex agreed rate and the remainder will be charged at the reject rate defined in the contract agreement. Mr AN Other 47 Polmaise Crescent Fallin STIRLING FK7 7EE

3.0 Indicia for PremierSort Flex

All mailing items must carry a Whistl approved indicia. This indicia comprises: • Whistl’s Access Indicator which clearly identifies: - The contract holder’s legal entity name - A registered design of the contract holder - A trademark design of the contract holder • The Royal Mail Access Indicator, an example of which is set out overleaf. The Royal Mail Access Indicator must not be used on any mailing items except in accordance with the agreement and comprises: - A service indicator ‘S’ - The words ‘Postage Paid GB’ - The unique licence number – which will be provided once a credit account has been set up - Royal Mail’s letter fan device (a registered trademark)

For ease of coordination and sortation of your mail,Whistl has a preference that mail is presented without the Whistl indicia. For customers who want to provide envelopes that are pre-printed with the Whistl indicia (either directly or via a third party) please follow the guidelines in section 3.1 and 3.2. 3.1 Pre-printed indicia for PremierSort Flex 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 nor for any other purpose than as set out in the contract agreement and this Customer Guide.

An example of the indicia template to be used can be found within this document.

Indicia positioning template for the large design

Indicia positioning template for the small design

3.2 Indicia Size

The top and right hand edge of the indicia zone (as set out in the above indicia template) should be aligned exactly to the top and right hand edges of the envelope. The preferred clear zone round the Access indicia is 5mm, there is no minimum clear zone. However the entire indicia must be displayed on the envelope i.e. anything less than 100% of the indicia design on the envelope will constitute non- compliance. The Whistl unique licence number will be incorporated within the Royal Mail Access indicator for use by the customer. Mailings will not be accepted unless all mailing items show the licence number, which matches the account to which the mailing will be charged.

There are 2 specified sizes the customer can choose to use for their pre-printed envelopes. Note: where envelopes are not pre-printed with the Whistl indicia, only the small standard design indicia will be printed by the station machine. Customer indicator • Large customer indicator – maximum area available is 30mm tall x 50mm wide • Small customer indicator – maximum area available is 20mm tall x 50mm wide There is no minimum size for the customer indicator but it needs to be visible and any words used need to be in a font larger than 10 point. Any variation in size from that submitted by the customer will need to be checked through Whistl machinery before use.

Large PPI (‘S’) = 30mm tall & 15mm wide

Small PPI (‘S’) = 20mm tall & 15mm wide

Total length: 70mm

Total length: 61mm

3.3 Return Addresses and Undeliverable Mail

Any undeliverable mailing item will be returned to the UK return address, provided on the mailing item. The format should consist of: • PO BOX Number (fixed element of the address) • The Customer Reference Number (variable element of the address. Each customer has one or more unique four digit identification numbers ascribed to them e.g. one number may denote marketing postings; one may denote billing postings) • The customer’s name (fixed element of the address) • Post Town (fixed element of the address) • PO Box postcode (fixed element of the address)

The customer shall ensure that every mailing item is clearly marked on the reverse with a UK Return Address.The below diagram shows the recommended format and positioning of the Return Address for all mailing items.This should be preceded with the words ‘Return Address’. Recommended format and positioning of a return address on the back of an envelope.

Any alterations with this format should be clarified with the Whistl Account Manager.

The recommended position for a return address is on the reverse of the mailing item, in order to minimise confusion with the delivery address.Where it is not possible to print the return address on the back, it can be printed on the front (see diagram overleaf). Recommended format and positioning of a return address on the front of the envelope.

4.0 Mail presentation

4.2 Mail sequence PremierSort Flex mail should be presented in a geographically random order.This maximizes throughput of the process and minimises risk of delay. The easiest way to make sure the mail is in random order is to stack the ‘print file’ by surname in alphabetical order. 4.3 Flexibility Items must be flexible enough to bend into an ‘S’ along their longest edge. The ‘S’ test is intended to indicate when a mail piece is too stiff to be safely handled by the automation equipment without it being damaged by the equipment or it damaging the equipment. 4.4 Non-machineable items The following are classed as non-machineable: • Polywrap, plastic or window envelopes without plastic film • Enclosed inflexible objects such as coins, pens and keys • > 5mm thick per item • Heavier than 100g per item • Metal inserts (e.g. foil or aluminium), as any detection of metal will not allow the item to be machine sorted 4.5 Paper weight • Envelopes – 70gsm minimum • Postcards – 200gsm minimum with a minimum thickness of 0.25mm

Mail must be presented in mail trays provided by Whistl. Mail must be placed in the trays un-banded, all facing in the same direction and the correct way up.Trays should not be overfilled as it makes handling difficult and can cause sticking envelopes. Each tray will need to be clearly identified with a tray label. See section 6.3 for tray labelling. In the case of letter sized envelopes the mail should be placed with the address the right way up and sitting upright.

E.g.

In the case of light large letter envelopes the mail should be placed in the same direction with the address side facing down.

Note: mail in trays cannot be double stacked.

4.1 Mailing items The customer must ensure where 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. This will normally be determined by their size and thickness. Mailings that are presented must be separated according to format: • Letter • Light large letter • Items will also need to be separated if you require part of your mailing to have the indicia or the return address sprayed by our sortation machine

4.6 Sealing Each item must be well sealed, taking care to avoid the use of too much gum or excess water which could result in envelopes sticking together.

4.10 Clear Zones You should leave the following areas clear of any markings.These areas are called ‘clear zones’ and are used by Whistl machines to print, read codes and locate the address on mail items.The address must not encroach into 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 Additionally, 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 it makes it difficult for our machines to read the address or codes. 4.12 Printing The address must be darker than the paper, e.g. 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 our machines cannot read against it.

• Metal clips or staples must not be used • The items must be sealed on all sides 4.7 Using window envelopes

Please follow these requirements if the address is to be read through a window: • The window position must be at least 15mm from the left hand edge of the envelope and at least 18mm from its bottom edge • 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.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 if possible e.g. don’t put commas or full stops at the end of lines The address block is defined as an imaginary box which surrounds the address (including the addressee’s name).There must be a 5mm clear zone around this block. See Appendix B for the optimum mail template. If you want to print a reference number or code near the address 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 4.9 Address block

2. Outside the 5mm clear zone

5.0 Consumables

5.2 Magnum

Whistl will supply the required equipment to Whistl customers which will only be used for the final transportation of mail to Whistl centres.Whistl will provide the initial tray and container allocation based on the forecast figures provided by the customer.Whistl Customer Services will determine a replenishment of Whistl trays and magnums based on the weekly forecast provided by the customer and exchanged on a one for one basis. 0808 262 0808. Refer to the notice period for trays and magnums below. Requests for delivery of consumables the next day must be received by no later than 14:30hrs. 5.1 Trays Whistl will supply the customer with Whistl trays and lids for the sole use of conveying Whistl specific mailings from the customer nominated site to the Whistl Sorting Centre. Whistl trays and lids must not be used for moving mailing items between either the customer’s sites or agent’s sites without prior agreement with Whistl Customer Services. Customers should use the tray lid at all times as this will secure the tray label identification. The customer will provide Whistl Customer Services with notice of their requirements and Whistl will endeavour to provide the customer’s required amounts within the notice period. Re-ordering equipment Please contact Customer Services on

Whistl will supply the magnums with containers for the sole use of conveying Whistl specific mailings from the customer nominated site to the Whistl Sorting Centre. Whistl magnums must not be used for moving mailing items between either the customer’s sites or agent’s sites without prior agreement with Whistl Customer Services. The customer will provide Whistl Customer Services with notice of their requirements and Whistl will endeavour to provide the customer’s required amounts within the notice period.

• 0-50 magnums require 24 hours notice • 51-100 magnums require 48 hours notice • 100+ magnums require 96 hours notice 5.3 Tray labels

Whistl will provide an electronic template of the tray label during the initial customer set up.There are two formats of tray labels, one being for letters and the other for light large letters. The customer is required to print off one copy and place it on top of the mail inside every tray that is to be collected. The label should sit facing upright so that it can be visible through the transparent tray lids.

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

5.4 E-Dockets and Collection Receipt E-Dockets

Collection Receipt Whistl will provide the customer with a collection receipt booklet during the initial customer set up. The collection receipt is a quadruplicate copy and the customer will be required to complete, sign, time and date the receipt and also have it checked and signed by the Whistl collection driver. Three copies will be retained by the Whistl employee and the other by the customer as a 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 revenue protection and mail verification checks have been completed and all issues have been resolved. A mailing will be deemed to have been accepted by Whistl and subsequently the Royal Mail.

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 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.

Example of a collection receipt:

Collection receipt Customer Services 01628 816768

3.AllSort

2. PremierSort

PremierSort Flex

1. Collection Details

Customer name

QUANTITY

SERVICE

ITEMS TRAYS MAGNUMS

Date

Magnums Yorks

Bags

Trays

PremierSort Letter – 2 day PremierSort Letter – 3 day

Customer ID

AllSort

Collection address

QUANTITY BY SERVICE

Letter Large Letter Packet

Parcel

PremierSort Light large letter – 2 day PremierSort Light large letter – 3 day PremierSort Heavy large letter – 3 day

AllSort National

Vehicle number

Arrival time

QUANTITY BY SERVICE

Departure time

International

PremierSort Packet – 3 day

BFPO

Driver name

Signature

PremierSort Flex Letter – 2/3 day PremierSort Flex Large letter – 2/3 day

TNT POST USE ONLY

Customer name

Goods in name

Signature

Goods in signature

White Copy:Whistl Operations, Yellow Copy:Whistl Accounts, Green Copy:Transport, Pink Copy: Customer

6.0 Forecasting variance

The customer must provide Whistl Customer Services with a variance forecast of their mailing if it varies from the initial forecast provided. The forecast variance will include anticipated volume of mailing items and must provide details of the format of mailing items expected to be handed over on each of the next 7 working days.

7.1 Collection times Standard collection times will be set up prior to the customer’s first collection and will be regarded as fixed from this point.These collection times are flexible however, if mutually agreeable to both the customer and Whistl Customer Services. Changes to collection times are to be considered by Whistl at the request of the customer. 7.2 Collection Time Change Process The aim of this process is to ensure that requests for new, or changes to existing collection times, are managed in a controlled way.Whistl Customer Services will coordinate requests and provide notification of changes to collection times. Any requests to change collection times must be made by e-mail to Whistl Customer Services and may require at least 14 working days for changes to be processed. Whistl Customer 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 the customer’s requirements, this may not be possible in every instance. The final decision regarding the allocation of collection times rests with Whistl. 7.0 Collection process

7.3 Customer health and safety procedures

Whistl will require all drivers to wear safety shoes and high visibility jackets whilst on customer premises and comply with all customer site traffic rules. All drivers should only have access to the areas of the customer premises directly related to the handover of mailing items unless previously agreed with Whistl. 7.4 Unloading and handover • Where the customer has been provided with Whistl containers, the customer site is responsible for loading and unloading the containers when and where directed by the Whistl driver • All postings 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 7.5 Contingency In the event of a customer’s premises being inaccessible for any reason, the customer must notify Whistl Customer Services of any alternative arrangements and any subsequent change to normal practice at the earliest opportunity.

Whistl reserves the right to sample mailings and postings received from the customer to ensure compliance with the Customer Guide. Failure to meet required standards will result in Whistl taking action in accordance with the procedures for handling non-compliant mailings. • If after revenue protection,Whistl has identified mailings which fail to comply with the customer Guide,Whistl shall notify the customer by telephone and e-mail.Whistl will offer the customer a reasonable opportunity to inspect the mailing as soon as is reasonably practicable after identifying the error, but no later than 24 hours after notification. If following the customer’s inspection (or the expiry of the 24 hour period) Whistl remains satisfied that there has been failure to comply,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. In this table, ‘Relevant Segment of the Mailing’ refers to that part of the posting which relates to an individual mailing in relation to which the non-compliance has been identified 8.1 Collections 8.0 Procedures for Handling Non-compliant Mailings

Issue