DUSP 1.10.7 Full Year Results 2017-18 Table 1: Domestic and EU Standards and Performance Targets Unadjusted and Force Majeure Adjusted Performance Domestic & EU Standards and Performance Targets Standard Target % Unadjusted 95% FM Adjusted % 6 95% USO 1st Class 93.0 91.6 +/- 0.1 92.7 +/- 0.1 USO 2nd Class 98.5 98.4 +/- 0.1 98.8 +/- 0.1 Special Delivery 1 99.0 98.1 98.4 Postcode Area Target % (Delivered) 2 91.5 (in 118/118) 72 of 118 96 of 118 7 99 of 118 114 of 118 7 Percentage Of Collection Points Served Daily 3 99.90 99.39 Percentage Of Delivery Routes Completed Daily 99.90 98.88 8 Percentage Of Items Deemed Correctly Delivered 4 99.50 99.74 +/- 0.07 USO Outgoing EU Services D+3 5 85.0 85.2 +/- 1.1 Percentage of Deliveries by Latest Delivery Time - 98.8 (Urban) 99.8 (Rural) Percentage of Collections At or After Final Advertised Time 3-98.9 Notes Target Based on full-year cumulative performance, exuding the defined Christmas period. Accuracy Denotes the range within which we can be 95% confident the true Quality of Service lies. For a measured Quality of Service performance of 93.0% and an accuracy of +/- 0.2%, the range would be from 92.8% to 93.2%. 1 Special Delivery is for all Special Delivery Guaranteed by 1PM items. The regulatory target is for Special Delivery Guaranteed by 1PM other than when sold to users having an account with Royal Mail buying the service using their account. The Royal Mail measurement system is unable to separate performance for account and non-account customers in this way. Special Delivery performance is measured using live mail items, not a sample survey and a confidence limit does not apply. 2 The postcode area delivered target is based on 1 st Class Stamped and Metered performance only and the performance for each postcode is shown in table 2. 3 Performance is based on collections from post boxes and Post Office branches only. 4 The Correctly Delivered Mail survey measures all items delivered by Royal Mail and not only USO items. 5 Results are calculated by the International Postal Corporation (IPC), based on the UNEX measurement data. They cover the flows between the UK and the other 27 EU member states. Results for the Christmas period are not inuded and are therefore not comparable to the UNEX results published annually by IPC on behalf of its European members. 6 Force Majeure is the impact of major incidents on the air, road and rail networks which are both outside of Royal Mail control and which materially impact the delivery of the usual standard of performance. The adjustment is made only for 1 st Class USO, Special Delivery and the postcode area target and reflects Quality of Service after exuding all test items into and out of the impacted locations on the incident dates. 7 Allowing for the margin of error in sampling, 96 of 118 postcode areas (unadjusted) and 114 of 118 postcode areas (FM adjusted) were within the target range. 8 This number was restated on 28 January 2019. It was previously stated as 99.88 in error. The Company notes the full year outcomes were significantly impacted by a number of exceptional events. This Annual Report shows the impact of events outside our reasonable control (Force Majeure events) such as some very severe weather. Other exceptional factors affected our full year results inuding a very challenging industrial relations environment and significantly reduced staffing levels caused by the Australian flu outbreak. In addition, Cyber Week fell outside the exemption period in 2017-18. Royal Mail believes that, if 2017-18 performance was adjusted for all these factors, we would have achieved our USO First Class target. Royal Mail will ask Ofcom to take these issues into consideration. It will be for Ofcom to decide. 1
Unadjusted and Force Majeure Adjusted Performance Postcode Area Unadjusted C/L FM Adjusted C/L AB Aberdeen 90.3 +/- 1.2 91.7 +/- 1.1 AL St Albans 93.7 +/- 1.0 94.4 +/- 1.0 B Birmingham 91.6 +/- 0.8 92.9 +/- 0.7 BA Bath 92.0 +/- 1.1 93.2 +/- 1.1 BB Blackburn & Burnley 92.7 +/- 1.1 94.0 +/- 1.0 BD Bradford 93.7 +/- 1.0 94.8 +/- 0.9 BH Bournemouth 89.8 +/- 1.2 90.8 +/- 1.1 BL Bolton 92.9 +/- 1.0 93.3 +/- 1.0 BN Brighton 91.6 +/- 0.9 92.7 +/- 0.9 BR Bromley 89.8 +/- 1.2 91.5 +/- 1.1 BS Bristol 91.9 +/- 0.8 93.0 +/- 0.8 BT Northern Ireland 88.8 +/- 0.9 89.8 +/- 0.9 CA Carlisle 94.5 +/- 0.9 95.6 +/- 0.8 CB Cambridge 92.3 +/- 1.1 93.1 +/- 1.1 CF Cardiff 93.1 +/- 0.8 94.3 +/- 0.7 CH Chester & Deeside 93.3 +/- 0.9 94.0 +/- 0.9 CM Chelmsford 89.5 +/- 1.1 90.8 +/- 1.1 CO Colchester 90.6 +/- 1.2 92.5 +/- 1.1 CR Croydon 91.1 +/- 1.2 92.3 +/- 1.1 CT Canterbury 90.8 +/- 1.1 92.7 +/- 1.1 CV Coventry & Warwickshire 91.6 +/- 1.0 92.5 +/- 1.0 CW Crewe 92.0 +/- 1.1 92.5 +/- 1.1 DA Dartford 90.3 +/- 1.2 92.1 +/- 1.1 DD Dundee 91.9 +/- 1.1 94.1 +/- 1.0 DE Derby 92.3 +/- 1.0 93.0 +/- 1.0 DG Dumfries 91.9 +/- 1.2 93.3 +/- 1.1 DH Durham 91.8 +/- 1.2 93.2 +/- 1.1 2
Postcode Area Unadjusted C/L FM Adjusted C/L DL Darlington 93.2 +/- 1.1 94.1 +/- 1.0 DN Doncaster 90.4 +/- 1.1 91.1 +/- 1.1 DT Dorchester 92.1 +/- 1.1 93.4 +/- 1.0 DY Dudley 92.3 +/- 1.1 93.3 +/- 1.1 E London East 91.1 +/- 1.0 92.1 +/- 1.0 EC City of London 93.8 +/- 1.1 94.1 +/- 1.1 EH Edinburgh 91.9 +/- 0.9 93.5 +/- 0.8 EN Enfield 90.7 +/- 1.2 91.5 +/- 1.2 EX Exeter 89.7 +/- 1.2 91.4 +/- 1.1 FK Falkirk 89.1 +/- 1.5 91.2 +/- 1.4 FY Fylde 94.2 +/- 1.0 94.4 +/- 1.0 G Glasgow 92.1 +/- 0.8 93.5 +/- 0.8 GL Gloucester 90.9 +/- 1.0 92.2 +/- 1.0 GU Guildford 92.9 +/- 0.8 93.5 +/- 0.8 HA Harrow 93.9 +/- 1.0 94.0 +/- 1.0 HD Huddersfield 92.1 +/- 1.1 93.6 +/- 1.1 HG Harrogate 92.1 +/- 1.2 92.9 +/- 1.1 HP Hemel Hempstead 93.7 +/- 1.0 94.3 +/- 0.9 HR Hereford 91.1 +/- 1.2 91.8 +/- 1.2 HS Hebrides 71.4 +/- 2.5 73.5 +/- 2.5 HU Hull 90.1 +/- 1.2 90.9 +/- 1.2 HX Halifax 91.4 +/- 1.3 93.4 +/- 1.1 IG Ilford 90.7 +/- 1.2 91.7 +/- 1.2 IP Ipswich 89.6 +/- 1.2 90.6 +/- 1.1 IV Inverness 88.3 +/- 1.3 89.4 +/- 1.3 KA Kilmarnock 91.4 +/- 1.2 92.6 +/- 1.1 KT Kingston upon Thames 93.3 +/- 0.9 93.9 +/- 0.9 3
Postcode Area Unadjusted C/L FM Adjusted C/L KW Kirkwall 79.2 +/- 1.9 80.9 +/- 1.9 KY Kirkcaldy 92.1 +/- 1.2 93.6 +/- 1.1 L Liverpool 93.3 +/- 0.8 94.0 +/- 0.8 LA Lancaster 94.3 +/- 1.0 94.8 +/- 1.0 LD Llandrindod Wells 92.9 +/- 1.2 93.9 +/- 1.2 LE Leicester 89.9 +/- 0.9 91.0 +/- 0.9 LL North Wales 92.3 +/- 1.0 93.2 +/- 1.0 LN Lincoln 88.5 +/- 1.3 90.5 +/- 1.2 LS Leeds 94.5 +/- 0.7 95.2 +/- 0.7 LU Luton 92.3 +/- 1.1 92.9 +/- 1.1 M Manchester 92.0 +/- 0.8 92.6 +/- 0.8 ME Maidstone 91.2 +/- 1.0 93.0 +/- 1.0 MK Milton nes 90.4 +/- 1.1 91.5 +/- 1.1 ML Motherwell 91.1 +/- 1.3 92.7 +/- 1.2 N London N 92.5 +/- 0.9 93.3 +/- 0.8 NE Newcastle 93.2 +/- 0.8 94.1 +/- 0.7 NG Nottingham 92.5 +/- 0.8 93.3 +/- 0.8 NN Northamptonshire 88.4 +/- 1.1 89.9 +/- 1.1 NP Newport 92.2 +/- 1.1 93.8 +/- 1.0 NR Norwich 91.0 +/- 1.0 92.5 +/- 0.9 NW London NW 91.9 +/- 1.1 93.0 +/- 1.0 OL Oldham 91.7 +/- 1.2 92.5 +/- 1.2 OX Oxford 91.5 +/- 1.0 92.3 +/- 1.0 PA Paisley 91.7 +/- 1.2 93.4 +/- 1.1 PE Peterborough 92.9 +/- 0.8 93.7 +/- 0.8 PH Perth 90.6 +/- 1.3 93.2 +/- 1.1 PL Plymouth 93.2 +/- 1.0 95.0 +/- 0.8 4
Postcode Area Unadjusted C/L FM Adjusted C/L PO Portsmouth 91.7 +/- 1.0 92.9 +/- 0.9 PR Preston 94.1 +/- 0.9 94.7 +/- 0.9 RG Reading 93.1 +/- 0.8 93.6 +/- 0.8 RH Redhill 93.2 +/- 0.9 93.9 +/- 0.9 RM Romford 89.8 +/- 1.3 90.9 +/- 1.2 S Sheffield 91.6 +/- 0.8 92.9 +/- 0.8 SA Swansea 92.3 +/- 0.9 92.9 +/- 0.8 SE London SE 90.2 +/- 0.9 91.3 +/- 0.9 SG Stevenage 91.9 +/- 1.1 92.8 +/- 1.1 SK Stockport 92.8 +/- 1.0 93.5 +/- 1.0 SL Slough 93.0 +/- 1.1 93.5 +/- 1.1 SM Sutton 91.3 +/- 1.3 92.3 +/- 1.3 SN Swindon 92.6 +/- 1.0 93.8 +/- 0.9 SO Southampton 90.9 +/- 1.0 92.3 +/- 1.0 SP Salisbury 90.0 +/- 1.3 91.5 +/- 1.3 SR Sunderland 91.6 +/- 1.2 92.9 +/- 1.2 SS Southend-on-Sea 89.7 +/- 1.3 91.3 +/- 1.2 ST Stoke-on-Trent 90.4 +/- 1.1 91.8 +/- 1.1 SW London SW 90.3 +/- 0.9 91.5 +/- 0.9 SY Shrewsbury 89.3 +/- 1.3 90.5 +/- 1.2 TA Taunton 90.0 +/- 1.2 90.9 +/- 1.1 TD Borders 89.5 +/- 1.4 91.6 +/- 1.3 TF Telford 92.5 +/- 1.1 93.4 +/- 1.0 TN Tonbridge 91.5 +/- 1.0 92.9 +/- 0.9 TQ Torquay 90.2 +/- 1.2 92.0 +/- 1.1 TR Truro 92.0 +/- 1.2 93.4 +/- 1.1 TS Teesside 91.2 +/- 1.1 92.8 +/- 1.0 5
Postcode Area Unadjusted C/L FM Adjusted C/L TW Twickenham 94.7 +/- 0.9 95.0 +/- 0.9 UB Uxbridge 93.0 +/- 1.0 93.8 +/- 1.0 W London West 91.9 +/- 0.9 92.6 +/- 0.9 WA Warrington 93.0 +/- 0.9 93.3 +/- 0.9 WC London West Central 93.7 +/- 1.2 94.0 +/- 1.2 WD Watford 89.8 +/- 1.3 90.0 +/- 1.4 WF Wakefield 92.1 +/- 1.1 93.3 +/- 1.1 WN Wigan 90.5 +/- 1.2 90.7 +/- 1.2 WR Worcester 90.2 +/- 1.3 91.5 +/- 1.2 WS Walsall 92.6 +/- 1.1 93.6 +/- 1.0 WV Wolverhampton 92.1 +/- 1.1 93.0 +/- 1.1 YO York 94.2 +/- 0.9 94.9 +/- 0.9 ZE Lerwick 52.3 +/- 2.6 53.5 +/- 2.7 6