General post office
56 Church Street
Hamilton HM12
Bermuda
T. (441) 297 7893
F. (441) 292 1928
Mail volumes:
The 2010/11 fiscal year was a busy and productive year for the Bermuda Post Office. Approximately 12 million pieces of mail products were processed during the period. The local market provided 8 million pieces or 66% for local delivery and 4.1 million pieces or 34% for incoming and outgoing international delivery.
The annual volume breakdown is as follows:
The Post Office Act 1900 and the Postal Regulations 1933 were reviewed, amended and became operational effective August 31, 2009. By delivering mail as addressed to properly located mail boxes, statistics show that since the enactment date of the legislation, processing costs have decreased and mail processing and delivery performance have improved in all measurable categories. The Post Office continues to work with its community partners to improve efficiency.
The Post Office recognizes that it is a publicly funded postal service. To that end the Post Office has demonstrated fiscal responsibility by reducing its workforce by six postmen and two mail handler as a direct result of the legislation thereby saving the taxpayers $435,000.00 annually in salaries. It also has realized approximately $150,000.00 savings in overtime costs due to the reduction in processing and delivery inefficiencies during the normal course of the work day. The Post Office is also planning to save additional funds through attrition in future years as a result of increased operational efficiencies resulting in part from the implementation of the Amendment Act 2009.
The Post Office undertook an intensive review of all its business processes and procedures with a view to enhancing operational efficiency, reducing costs and improving service delivery within the postal network. A review was undertaken of the mail processing chain, starting from collection, transportation and sorting through to the delivery of mail and front counter retail services. The objective of this undertaking was the redesign and alignment of current business process with international best practice and changing of customer needs.
Policies and procedures have been implemented to positively impact delivery times and move closer towards a 100 percent delivery standard within two working days. The Post Office continues to utilize mail sorters, drivers, and delivery team members for optimal performance. Bulk mailers have been issued processing guidelines and deadlines to improve quality of mail delivered to the Post Office. All processes are continuously reviewed as the Post Office aims to ensure that the best possible service is provided to the public.
An organization wide policy and procedures manual is in its final stage of completion and will be implemented in fiscal year 2011/12.
In the fiscal year 2011/12 the Post Office will continue to review of all business processes and procedures with a view to enhancing operational efficiency, reducing costs and improving service delivery within the postal network that align with international best practices and changing customer needs.
The Bermuda Post Office closed the Bailey’s Bay sub post office in December 2010 because of low customer demand and high operating cost. Local customers now utilize the services of the Crawl sub post office in Hamilton Parish or the Harrington Sound sub post office in Smith’s Parish. Both locations offer a full range of postal services to the general public. This facility will not re-open in fiscal 2011/12.
In December 2011 the Post Office launched a new website: www.bpo.bm. The website has been designed for ease of use for customers and contains new and updated content. The new website has improved features including a rate calculator where customers can calculate the postal rate for their mail and packages. It also offers secure, online payment calculate the postal rates for their mail and packages. As well as a secure online payment system for annual post box payments using a debit or credit card for customer’s convenience. The site contains all services offered by the BPO and also features press releases and a forum for customers to provide feedback. The Philatelic section has been redesigned to highlight the First Day Covers and allow customers to complete the order form and e-mail it to the post office for processing.
In its ongoing efforts to increase efficiency and to increase its outreach to its customer base, the Post Office has begun to utilize social media and has developed a presence on Facebook and Twitter to gather information to improve services.
An online customer satisfaction survey was developed and ran for a two week period from February to March 2011. The survey was available to the public through its website, Facebook, Twitter and other social media. Paper copies of the survey were also available at all Post Offices for those who do not have access to computers. The results from the focus groups and the survey will be used to develop a customer strategic plan to improve customer relations.
The following stamps and philatelic items were issued by the Bermuda Philatelic Bureau during 2010/11:
In March 2011 The Bureau will also produce commemorative stamps in recognition of Her Majesty’s lifetime of service. This will be part of a three part release commemorating Her Majesty’s Diamond Jubilee. The second part of this commemorative series will be released in January 2012.
In September 2010 the Philatelic Bureau held a formal stamp launch to unveil the commemorative stamps in recognition of the contribution of the Dockyard Apprentices to the Community.
Philatelic Bureau items including paper weights, first day covers, mugs and book marks are sold at various retail outlets and stores throughout the Island and through the Philatelic Bureau located at the General Post Office in Hamilton. The Bureau has also developed an additional line of retail items to be sold in 2011/12. These include key chains, mouse pads, coasters, magnets and playing cards.
In 2010 the Bermuda Post Office signed a Pay-for-performance Multilateral Agreement with United States Postal Service (USPS) for Express Mail Services. This required meeting an on-time delivery threshold performance standard of 85% on incoming US express mail. The Post Office on-time delivery performance standard for the fourth quarter 2010 averaged 91% to 96%.
In the 2010/11 fiscal year, the registered e-mail service offered through the Post Office has been further developed to provide web based access to residential customers and improved e-contracting with electronic signatures. The Attorney General's Chambers has confirmed that the registered e-mail service being promoted by the Post Office is in accordance with the Electronic Transactions Act 1999. This development is welcome news for the local business and legal community who are eager to take advantage of the speed, efficiency, security and cost savings that registered e-mail affords.
A link has been set up on the Post Office website, that will take members of the public directly to a co-branded website where they can view a demonstration of the product and receive a free trial of 10 Registered E-mail units.
The Post Office also plans to release a new web based and blackberry application of its registered e-mail which can also increase residential and business user base for this service. Most of the development work for the blackberry application has been done and more information will be released as we get closer to the release dates.
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