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Mail Services – Postal and courier services

Aim

To provide efficient and effective postal and courier service for every UCL Department

Service Level Agreement

  • Provide a full delivery / collection service where every UCL department receive at least two visits a day
  • Process, frank and prepare all external international and UK mail for collection
  • Receive, sort, prepare and deliver all incoming and internal mail in a timely manner
  • Provide advice and guidance on all postal and courier matters
  • Provide a dedicated internal, special delivery service, recording all signed for items before receiving a signature on delivery
  • Source best possible rates for all external mail, including liaising with international postal authorities.

Key Performance Indicators

Performance is monitored by monthly 'Test Letters'; sorting levels; delivery checks; and customer feedback.

  • Monitor and display on a monthly basis against the following metrics:
    • 100% of all incoming mail received by 08.30 is delivered on the morning round
    • 100% of all mail received by 14.30 is delivered on the afternoon round
    • 100% of all external mail is processed and prepared the same day ready for the final Royal Mail collection.

Feedback

We welcome feedback on all our services as this helps us to maintain and improve our service standards. Please send any comments to the Customer Service Centre by telephone, email or through our website.

Customer Commitments

  • Only use the UCL Mail Service for official UCL mail, not personal items
  • Warn Post Room of any bulk mail outs at least 1 hour before requested collection
  • Not overfill post sacks to heavier than 10kg.
RELATED LINKS:

Mail Services

Customer Feedback


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