QUALITY MANUAL

Campus Services

Standards

Document Originated: By:

Gill McPartlan

Issue Number: 1 Number of pages: 16

Last revised:

01/04/2013

By:

Gill McPartlan

Next revision:

01/04/2014

By:

Document Originated: By:

Gill McPartlan

Purpose of Document - To set the standards to which the University Buildings will be serviced in

respect of its Mail Messenger Service.

- To identify how those standards will be developed, delivered and monitored.

CONTENTS

INTRODUCTION PRELIMINARIES SERVICE STANDARDS - GENERAL - SPECIFIC

PERFORMANCE MONITORING

ACTION PLAN

INTRODUCTION

Manchester Metropolitan University's Mail and Messenger service is for

the business purposes of Manchester Metropolitan University ONLY. The

service deals with the receipt and dispatch of external mail and parcels, and

also provides an internal mail service within and between University buildings.

The University Facilities Department establishes the operational guidelines for

the service, is directly responsible for the mailroom at the All Saints and Crewe

sites and for inter-site traffic.

The information in this document will assist you in preparing and

presenting your mail in the correct manner to ensure that the best, most

cost-effective service is provided.

PRELIMINARIES

Contacts for Postal Enquiries

If you are based in Crewe, Minshull, Didsbury, Elizabeth Gaskell or

Hollings please contact your local mail room in the first instance.

Crewe Mailroom 0161 247 5572

Minshull Reception 0161 247 1365

Didsbury Mailroom 0161 247 2019

Elizabeth Gaskell Mailroom 0161 247 2466

Hollings Mailroom 0161 247 2602

The Mail Services Team Leader is based in the Central Mailroom,

Cavendish North and can be contacted on 0161 247 3421

All general enquiries for the central Mail Services team can be directed to

centralmailroom@mmu.ac.uk

SERVICE STANDARDS

Our aim is to provide timely and accurate handling and distribution of all incoming, outgoing mail and internal, offering advice on the best service to use, as and when requested.

While requirements may vary, it is recommended that there is only one central

collection and delivery point in each Building or Campus and this includes the

mail rooms listed below.

Ormond Building Room G34

Hub\Sandra Burslem Room G08

Student Academic Services Room 201

All Saints Post Room Room 2, Opp. Lifts

Cambridge Hall North & South North\South Reception

St Augustine Surgery Surgery Reception

Cavendish South Cavendish South Reception Mabel Tylecote Room G9

Geoffrey Manton Room G22

Grosvenor Reception

Chatham Post room, Reception

Righton Building Post Area, Ground floor

Mail will be delivered and collected from the above locations twice daily,

additional collections from these mail rooms may also be undertaken where

operationally viable.

In order that the service provided meets your expectations and

requirements, please ensure that the Mailroom is advised promptly of

any changes to staffing e.g. new starters, leavers or relocations.

The allocation of pigeon holes in the mail rooms will be agreed between

the Facilities Manager and the department concerned, these pigeon

holes will service groups of staff or individual staff, dependent on the

needs of the department. It is most important that the Mail Services

Team are notified of all staff movements. When notification is received

we will endeavor to update the mail room within 72 hours.

Please note: - It is expected that individual pigeon holes will be listed by

department in alphabetical order and that these pigeon holes will only be

re-sequenced on a monthly basis. This may result in staff having to

share a pigeon hole until this takes place.

INTERNAL MAIL SERVICE

The Mailroom aims to ensure that any internal mail collected will be processed

and delivered on the next delivery that same day. Where internal mail is collected

on the final collection of the day, this will be delivered on the first delivery the

following day.

All internal mail must be placed in the Internal Mail Sack, which is located in your

dedicated mailroom.

The speed of internal mail will increase if it is fully addressed with:

Full Name, Job Title, Department and Location.

Internal deliveries are made to:

All Saints Campus

Crewe

Daisy Bank Hall of Residence

Didsbury & Broomhurst

Elizabeth Gaskell

Hollings

Manchester Student Homes

Minshull House

University of Manchester Presenting Internal Mail Internal mail should be placed in re-usable internal transit envelopes and must clearly state the desired recipient's Name, Job title, Department and Building. Failure to correctly address your items in line with the specification above may result in your mail being delayed or not processed. If ordinary envelopes are to be used for internal post (e.g. for Confidential items) they should be clearly marked INTERNAL and placed in the Internal Mail Sack. Please ensure that any previous recipient details are crossed out.

Mail must be placed in the correct Mail Sack. Items left loose in Mailrooms WILL

NOT be collected.

Please do not mix Internal and External mail.

Should you wish to order a new supply of internal envelopes please contact your local Mailroom.

EXTERNAL MAIL SERVICE

Timings All correctly-presented external mail received into the Mailroom by 14:45 (apart from late large bulk mailings) will be dispatched on the same day.

The last Mailroom collection times will vary by site. Below is a list of the latest collection times: All Saints Post Room 14:20 Cambridge Hall North & South 14:30

Cavendish South 13:45

Crewe 16:00 Didsbury 14:00 Elizabeth Gaskell 13:00 Geoffrey Manton 14:20

Grosvenor & Chatham 14:00

Hollings 13:15

Hub\Sandra Burslem 14:00

John Dalton 14:00

Mabel Tylecote 14:10

Minshull House 13:00 Ormond Building 14:30

Righton Building 13:45

St Augustine Surgery 14:30

Student Academic Services 14:20

If your mail is urgent and your final collection has taken place, you may bring your mail into the Central Mailroom Cavendish North until 14:45. We regret that we are unable to guarantee processing if your item is received after this time. External mail should be placed in the External Mail Sack, which is located in your dedicated mailroom.

Presenting Your Mail Address The full address must be clearly written/printed in the middle of the envelope and must include the town and the correct postcode for both UK and overseas mail. Return Address Remember to include a return address on the reverse of any post you send so that we can return it to you if unable to deliver. This will also assist the mail messenger team in resolving any problems should they arise.

Department Name - If an item arrives without a return address\department name (bulk mailing not included), then this may be opened to determine the sender, and may then be returned to the department for resending. This will result in a delay in sending your mail, so please make sure all items to be posted have a department/return address on them. Mail Class All external mail will be sent by Royal Mail Second Class unless otherwise specified on the envelope. Indicate in the top left hand corner of the envelope which service is required, for example 1st class, Recorded or Special Delivery, International Signed For or Airsure. Do not put the required service as part of, or above the address line as this may result in the required service being missed by the mailroom staff. Special Priority Service - if you need to send your item by Recorded Delivery, Special Delivery or by any of the overseas services, it must be stamped with the appropriate stamp or hand-written on the left hand side of the envelope. Failure to do this may result in your item missing the required service and/or being returned to the department. Priority Service Stamps - The Mailroom encourages departments to have a stamp made, for the services they use most frequently (Recorded, Special or International Signed For etc.) – this should be stamped on the left hand side of the letter in red ink, as this makes them stand out and more visible to the Mailroom staff.

Airmail Airmail must be marked with a blue ‘Airmail’ sticker attached. These stickers can be obtained from the Central Mailroom. Minimal supplies may also be found in your dedicated Mailroom. Mail should be fully addressed; ALL overseas mail needs to have the country clearly shown. Envelope Size It is crucial that careful consideration is given to envelope size. Please be aware that any envelope above A4 size is classed as a packet by Royal Mail, resulting in a cost increase of at least £1.39 per item. Please do not use envelopes above A4 unless absolutely necessary. Any department that uses envelopes in excess of A4 will be challenged regarding the contents, in an effort to remain cost efficient. The minimum size for an external envelope is 16cm in length Letters smaller than this will not go through our franking machine so must have a Royal Mail stamp attached.

General Information Bulky Items in the Envelope - Please make sure that there are no pens, clips or clasps in envelopes as these will block the franking machine when franked. If a department has to send any of these, or other bulky items through the post via a letter etc, then please inform your Mailroom for posting advice. Using Sellotape on Envelopes - Please do not use Sellotape on the front of envelopes; this causes the franking ink to smudge - this will mean that the letter will be surcharged at the other end for having no postage cost attached. If you have to use Sellotape to stick down a loose flap, then only use this on the reverse of the envelope making sure it is not overlapping onto the front. Same Day DHL Service - The University has a contract for Same Day Service with DHL. For a quote and more details contact either your local Mailroom or the Central Mail Messenger Team Leader. If any department requires advice on sending their items, please contact either your local Mail Messenger or the Mail Services Team Leader for further information. Those departments who are sending items abroad, and who require a quick delivery, contact your local Mail Messenger for information on approximate delivery times. If the presentation guidelines outlined in this document are not adhered to, the Mail Services Team cannot be held responsible for any resulting delay.

Personal Stamped Mail

The University does not process personal mail either outgoing or incoming. Pre-stamped mail may be sent but the Mail Services Team can accept no liability for these items.

Bulk Mailing (Mail Shots)

A ‘bulk mailing’ consists of more than 500 identical items. These should be sorted separately into internal, UK and overseas mail. It is helpful if advanced notification of any bulk mailing is given to the Mailroom as mail trays, bags and elastic bands can be supplied to speed up the process. Please advise your Mailroom with details of your posting requirement. (centralmailroom@mmu.ac.uk)

When doing a large mail shot, letters should be placed together with all addresses facing the same way and bundled together with elastic bands – not thrown in the bag loose. This will assist the Mailroom in franking the items. Failure to present mail in this way could result in your mail being returned or a handling charge being incurred. Special collection arrangements can be arranged by contacting the Mailroom. (centralmailroom@mmu.ac.uk) When doing bulk postings you may wish to attach a letter or note with your Department name and required class of posting, this will save you stamping each individual item. More information can be obtained from the Central Mailroom on Ext 3421. Remember - if you fail to specify the service required, all items will be sent 2nd class.

All bulk mailings should be received in the Mailroom before 12:45 to ensure a same day dispatch. Unfortunately, due to workload, large bulk mailings cannot be guaranteed to be dispatched if received after this time. Any department sending out letters and including items such as free calenders, should ensure that the items are placed with the spine of the calendar at the bottom of the envelope. Failure to do this will result in a machine error.

UK Mail Services

First Class First Class mail aims to deliver your letter or packet the next working day, including Saturday. Next day delivery is not guaranteed. Second Class Second Class mail aims to deliver your letter or packet by the third working day after posting, including Saturday. Standard Parcel Send items weighing up to 20kg. Royal Mail aim to deliver your parcel within three to five working days. Recorded Signed For Royal Mail Recorded Signed For service requires a signature on delivery. When using 1st class Recorded signed For, Royal Mail aims to deliver next day. Next day delivery is not guaranteed. Special Delivery This service is guaranteed next day by 13:00 for most parts of the country (exclusions may apply). This service offers a signature on delivery with additional compensation for loss. When you use Special Delivery Next Day you can claim compensation up to £500 or the value of the item, whichever is the lower. If the item is more valuable you can buy additional compensation cover up to £2,500.There is a weight limit of 10kg for this service. This is a premium service and should only be used if your item is time critical or valuable.

Overseas Mail Services Standard Airmail Royal Mail aim to deliver to European destinations within three to five working days, major cities worldwide within five days and other destinations within seven days. You can send letters and Small Packets weighing up to 2kg by Airmail

Airsure Airsure can be up to one day faster than Airmail. Your item will receive priority handling at home and overseas and benefits from an online tracking facility so you can check your mail's progress along the way. For that reason, Airsure is only available to selected destinations and has an additional charge. International Signed For International Signed For is a secure delivery service which requires a signature on delivery. It is available to all worldwide destinations with standard compensation of £50 or the content value, whichever is lower. There is also the added option of extra compensation of up to £500 (£250 for some destinations) upon payment of an additional fee. Courier Service

The Mailroom has a contract for a Courier Service with DHL. This service may be used when Royal Mails’ range of services does not meet your requirements. Contact the Mailroom if you wish to discuss this facility. Note: You must contact the Mailroom before sending any item via this method.

Frequently Asked Questions

The Mailroom offers a variety of services, below are some FAQs relating to these services.

How often are deliveries and collections made in my building?

The mail service aims to ensure that all buildings receive two deliveries and

collections per day. One in the morning and one in the afternoon.

How do I get a parcel delivered?

Contact your local Mail Messenger for advise on choosing the right service for your

needs.

What registered services do you provide for UK parcels and mail?

Recorded Delivery: (orange sticker) this is a signed for at point of delivery service

costing 95p + postage (1st or 2nd class), this service is trackable through the

Mailroom via Royal Mail.

Special Delivery: (silver sticker) this is a signed for at point of delivery service

costing from £5.65 with guaranteed 13:00 next working day delivery, the weight limit

for this service is 10kg. There is also a 09:00 service costing from £15.50 with a

weight limit of 2kg.The 09:00 service is subject to VAT.

Registered: This is a special delivery service which will insure your parcel for up to

£2500; Contact the Mailroom for further information.

Does all mail get posted First Class?

No. All University mail is sent Second Class. Please mark your envelope "First

Class" if you wish to send mail First Class.

What is the difference between second class, first class, recorded and

special delivery?

See ‘Available Mail Services’ for more info or contact your Mailroom on Ext. 342

What do I do if I want my mail to go by Recorded or Special Delivery?

Mark your envelope "Special Delivery" or "Recorded Delivery" and place in the

separate mail sack in your buildings mailroom.

I’m doing a bulk mailing, what should I do?

Contact the Mailroom in the first instance; we will be able to supply you with

Mailbags. For external mail please ensure that all letters are presented with the

address face up. Also ensure that 1st and 2nd class mail, and International and

inland mail is kept separate. Inform your Mailroom of your desired collection day in

advance, this will ensure that an early pick up can be arranged to enable franking

and sorting to be done within the same working day.

How can I help to make the delivery of post more efficient?

Please adopt the following guidelines:

Advise the Mailroom of any staffing or departmental location changes immediately.

Please email – centralmailroom@mmu.ac.uk

Separate internal mail from external mail

Clearly mark "Internal Mail" on envelopes if brown internal folders are not being used

to avoid the envelope being franked by mistake.

What is the latest time than I can post an item?

The last Royal Mail collection from the Central Mailroom is 15:15; any mail arriving at

the Central Mailroom after 14:45 cannot be guaranteed to have same day dispatch.

If you have urgent mail to post after your department’s last collection this must be

hand delivered to the Mailroom prior to 14:45. For outlying buildings please contact

your local Mail Messenger for advice.

What can I do if a trackable item I sent didn’t arrive?

Contact the Central Mailroom on Ext. 3421 or by email:

centralmailroom@mmu.ac.uk giving the service used, item sent, date, name and

address

The Central Mailroom is open Mon – Fri, 07:30 – 15:45; Mail is delivered between buildings twice daily. For further schedule details please contact

the Mailroom.