The Licensee Retail Rewards program has been one of the most successful and rewarding programs for the LPO network in the 2012–13 financial year with in excess of $100,000 in rewards awarded to more than 400 LPOs nationally.

Designed to recognise and reward our high achievers, Retail Rewards acknowledges LPOs that meet their six “retail fundamentals” and earn the most points across four performance measures – revenue, customer satisfaction, operational excellence and barcode scanning.

The highest scoring outlet nationally for 2012–13 was Preston South LPO in Victoria, which was awarded more than 1,700 points during the year.

We spoke to licensees Terrie and Richard Webber about their Retail Rewards win.

What were some of the changes you made under the Retail Rewards program?

One simple change we made was to ensure we double-checked all passport applications. One of us would complete the application with the customer and the other would check the application form and supporting documents for accuracy and completeness – preferably while the customer was still at the outlet.

We found that this was a great way to improve the customer experience, as we weren’t asking customers to come back in to address an application with errors that were picked up further down the line.

Licensee

What made the biggest difference?

We began to take the time to understand the reporting that was available and used it as a tool to improve performance. For example, we didn’t understand scanning compliance reports particularly well when Retail Rewards began, so we worked with Con in the Retail Operations team and Arthur at the Preston Delivery Centre to better understand how it all works. Now we look at the scanning reports at least once a week to see if there are any mistakes, and follow up where required. People were very happy to share their knowledge with us – we just needed to ask.

What advice would you give to other licensees about the 2013–14 program?

Just take the time to understand the reporting that’s available and use it to improve business performance. At our outlet, we go back through the comments in retailCX reports and follow up anything that stands out to us.

We use information like waiting time to help with staffing at our outlet. We do our best to ensure that customers aren’t kept waiting. If they do have to wait, we acknowledge them and let them know that we will be with them very soon. We find that just that little bit of acknowledgement goes a long way.

It’s sometimes frustrating when a customer gives negative feedback about an aspect that’s out of our control, but overall we see the retailCX reporting as a really positive thing for our business. It’s sometimes hard to know what’s important to customers, and so direct feedback about how they found their experience at our outlet is a powerful tool.

Pictured: from left to right, Barb Young (Retail Network Partnerships Manager VIC/TAS), Richard Webber, Terrie Webber, Angie McIntosh and Roger Revere (Retail Regional Manager VIC/TAS).

Preston South tops Licensee Retail Rewards program

Spring 2013

WelcomeDear licensees,

Welcome to the Spring 2013 issue of Licensee News.

I’d like to thank all licensees who took part in the annual LPO conferences around Australia during July and August. More than 2,000 people representing over 900 outlets attended this year’s event, making 2013 our biggest year on record.

I’d also like to recognise Terrie and Richard Webber at the Preston South LPO in Victoria, who scored the most Retail Rewards points nationally (an impressive 1,700) in 2012–2013. On the front page of this edition, Terrie and Richard share some helpful tips and advice about making the most of the program. A table of all national Retail Rewards winners and a summary of some important new performance measures is also included in this edition.

Also in this issue, you’ll find articles about maintaining our focus on safety and security, and an introduction to the steps we’re taking to ensure we are “Christmas Ready” once again for Christmas 2013.

Although it’s only September, Christmas will be upon us more quickly than we think. Outlets will begin to receive their Christmas products in the coming weeks and I encourage you all to start thinking about the things you can do at your outlet to best set yourselves up for the hectic period ahead of us.

Thank you for your continued support.

Best regards,

Christine Corbett

Executive General ManagerRetail Services

Licensee Retail Rewards – 2012 – 13 winnersThe Licensee Retail Rewards program had some amazing results last year, with the number of outlets not meeting their fundamentals reducing from nearly 1,500 outlets in July 2012 to less than 750 outlets at the end of June 2013.

Licensee News Spring 20132

Licensee News Spring 2013 3

Congratulations to the following winning outlets on their success!

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0% July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June

% LPOs Meeting Fundamentals

Region Network 1st place –

$5002nd place –

$3003rd place –

$200

NSW/ACT

Canberra/Sth Coast Cooma North Ainslie Bodalla

Country North Ulong Uki Wollongbar

Far North West Emmaville Broken Hill South Broken Hill North

Hunter West Nabiac 2nd place – draw: Branxton and Gloucester

Metro East 1st place – draw: Enfield South and Penshurst Sydney Markets

Metro North Collaroy Plateau Mount Colah Copacabana

Metro South Brownsville Windang Exeter

Metro West Werrington County Seven Hills West Smithfield

Riverina Barham Balranald Quandialla

QLD

Far North Home Hill Julia Creek Babinda

North Chermside West St Lawrence Bracken Ridge

South Camp Hill Graceville East Eagle Heights

West Miles Morven Coominya

SA/NT/WA

Central Newton Magill Fullarton

Northern Greenwith Salisbury North Smithfield Plains

Southern Flinders University Nairne Delamere

Eastern Canning Vale Lake Grace Wickepin

Northern Onslow Heathridge Yokine

Southern Mount Barker Dwellingup Mosman Park South

VIC/TAS

Tasmania Lenah Valley Hobart West Whitemark

Central Lynbrook Waurn Ponds Avondale Heights

Central East Croydon Hills Neerim South Seville

Central West Hotham Hill Reservoir North Warracknabeal

East Mount Martha Clarinda Black Rock

North East Barnawartha Beveridge Tungamah

North West Echuca South Lancefield Cohuna

South East Tyabb Blind Bight Oakleigh South

South West Skipton Vines Road Penshurst

West Preston South Cairnlea South Morang

FOR INFORMATION ABOUT THESE NEW MEASURES OR ANY OTHER ASPECTS OF THIS YEAR’S PROGRAM, PLEASE CONTACT YOUR NETWORK MANAGER OR VISIT POSTLINK:

POSTLINK | LICENSEE RETAIL AWARDS

The 2013–14 Licensee Retail Rewards program started on 1 July. This year’s program includes a number of new performance measures:

Cash handling management – included to ensure outlets manage the amount of cash on hand and reduce the risk of robbery.

Credit management – included to ensure outlets meet their account requirements and minimise disruptions in the supply process.

Instant ID photos – included to encourage licensees to support this important new revenue stream.

4 Licensee News Spring 2013

SAFETY

Representatives from our LPO network and the Australia Post Safety team recently worked together to develop a range of practical workplace safety guidance tools and templates, designed to make it simpler for licensees to manage and monitor safety in their workplace. The tools were launched in April and promoted through workshops at the recent LPO conferences. Feedback so far has been very positive. For futher information or for a copy of the tools and templates, please contact your Retail Safety Adviser:

• Vic/Tas 03 9106 9837

• NSW/ACT 02 9202 6282

• Qld 07 3405 1450

• SA/NT 08 8402 6276

• WA 08 9237 5318.

RETAILCX

More than 25,000 customer responses were received via the retailCX program during July. A customer satisfaction score of 9.09 was recorded for the month, against the national KPI of 9.00. All four regions achieved this benchmark, with Queensland as the best performing region (9.14).

The average perceived queue time in July was 2 minutes, 59 seconds, compared to the June figure of 3 minutes, 15 seconds.

NEW SPRINTPAK FACILITY

A new site for our Sprintpak business – responsible for the production and distribution of many of our core products, including philatelic (stamp) products and Express Post envelopes – was officially opened by Managing Director & CEO, Ahmed Fahour on 15 August.

With leading-edge design features and the capacity to support future product growth, the new Sprintpak building in Rowville, Victoria will enable operational efficiencies and reduce maintenance costs. Careful planning and management helped to ensure the move from the former site was a success, with minimal disruption to business operations and customers.

OUR NEIGHBOURHOOD

Applications for the inaugural Our Neighbourhood Grants closed on Friday 28 June. More than 4,900 Community and Workforce Nominated Grant applications were received from the Australia Post network, community organisations and charities around Australia. This is a fantastic response to Our Neighbourhood’s first grant initiative. All grants winners will be announced on 16 September.

Business update

Are you buying confectionery from Australia Post? Come and join the 755 licensees that are now buying confectionery from Australia Post.

Speak to your network manager or contact Loren Cowley at Hollier Dicksons on 03 9544 4555. No freight charges, no service fees and capital city pricing.

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LPO Conference wrap-upThe annual LPO conferences held across Australia in July – August were some of the most successful in the event’s 18 year history. More than 2,000 licensees from over 900 outlets attended this year’s event, exceeding the record-breaking numbers set in 2012 and making 2013 our biggest year on record.

Licensee News Spring 2013

More than 70 exhibitors and sponsors from Australia Post and external suppliers used the “Connecting your business” theme to showcase products and services created especially for the LPO network.

Feedback from licensees who attended was overwhelmingly positive. Many who attended said that the conference was “bigger and better than last year” and that they are already looking forward to booking for 2014.

New master of ceremonies, Tim Reid, added flair to the event with a great mix of live LPO TV interviews, marketing tips and product infomercials. A smartphone app designed specifically for the conference and a huge product offer booklet also assisted licensees to navigate the venue and make the most of the conference-only special offers.

Licensees were kept busy gathering information from subject matter experts and taking part in interactive demonstrations and workshops designed to help them maximise revenue growth across several categories. The “Merchandising Principles – how to maximise sales from your display” workshop was particularly popular with attendees.

Feedback from licensees who attended was overwhelmingly positive. Many who attended said that the conference was “bigger and better than last year” and that they are already looking forward to booking for 2014.

Thanks to our major sponsor Vodafone and other sponsors including TravelSIM, Australia Post Confectionery Program, Multi-Currency Cash Passport, Optus, Western Union and the Load&Go Travel Card.

Planning has already started on the 2014 conference. Dates and locations will be published in the next edition of Licensee News.

Remember, to prevent manual handling injuries:

be alert, especially when lifting parcels from the floor

get a good grip on the item with your whole hand underneath it if possible

kneel or squat to allow yourself to get close to the item and hold it close to your body.

Consider using a trolley or mini pallet:

for heavy loads that are close to or on the floor

for all large or heavy items lodged by customers over the counter

for parcels greater than 10 kilograms (such as cartons of wine)

when parcels need to be stored on the floor

when moving photocopier paper.

You can play a role in the prevention of manual handling injuries by:

advising customers of appropriate parcel packaging

applying “heavy parcel” tape or stickers

ensuring the storeroom is tidy and clear of hazards

looking out for other staff needing assistance

staying fit

wearing stable, covered shoes to avoid slips

sharing any ideas you have to improve safety.

Staying safe when handling parcels

* Funds may be delayed or services unavailable based on certain transaction conditions, including amount sent, destination country, currency availability, regulatory and foreign exchange issues, required receiver action(s), identification requirements, Agent location hours, differences in time zones, or selection of delayed options. Additional Restrictions may apply. See Send form for details.

Direct to a bank account

Cash pick up in minutes*

D_Apo_LPO_105x148.5mm.indd 1 8/8/13 3:33 PM

With more parcels than ever travelling through our network, it’s increasingly important that our people are handling parcels safely. Common injuries from incorrect parcel handling include strains to hands, wrists, knees, and lower back muscles as well as more serious spinal disc injuries.

According to the Australian Bureau of Statistics Personal Fraud Survey 2010 –11, Australians lost $1.4 billion in that financial year due to personal fraud.

While Hollywood’s dramatisation of identity crime via movies such as Catch Me If You Can and Identity Thief provide a light-hearted perspective on the issue, identity crime is a serious and growing problem.

The Australia Post Security & Investigation team works closely with our business and community partners to ensure that we are doing everything we can to protect our customers from identity fraudsters.

One of the largest costs of identity fraud committed against Australia Post customers is the potential damage to our trusted brand. Consumer confidence in dealing with our business is central to our success.

Licensees and the LPO network play a critical role in the detection and prevention of identity fraud. Our partnership with the community is built on trust and Australia Post takes its role in protecting customers very seriously.

Any suspected fraudulent activity should be reported via the confidential Security & Investigation number – 1800 627 151.

Identity crime – at what cost?

USEFUL TIPS

Follow procedures for all services

Rigorously check and scrutinise all identity documentation

Report suspicious persons or incidents immediately

If in doubt, ask customers for additional documentation.

6 Licensee News Spring 2013

7

Stamp Collecting Month celebrates Australian dinosaursStamp Collecting Month is held in October each year and aims to introduce primary-school aged children to stamp collecting and the Australia Post brand.

This year’s theme – Australia’s Age of Dinosaurs – profiles six prehistoric animals that lived in Australia during the Cretaceous period (around 145.5 million years ago to 65.5 million years ago). The fossils of the animals featured on the stamps were found in southern Victoria and near Winton, Queensland.

Stamp Collecting Month promises to be a fun way to increase potential sales and outlet foot traffic.

A dinosaur theme was used to launch the very first Stamp Collecting Month in 1993, and dinosaurs have been used again for the 2013 stamp issue due to their universal appeal to children and educational importance.

Stamp Collecting Month promises to be a fun way to increase potential sales and outlet foot traffic. Make the most of the extra media activity occurring and plan an educational visit to a local school or two.

Licensee News Spring 2013

FOR MORE INFORMATION ON STAMP COLLECTING MONTH, VISIT:auspost.com.au/scm

Getting Christmas Ready in RetailWith the growth in online shopping showing no sign of slowing, we are expecting Christmas 2013 to be our busiest yet.

Following the success of our Christmas Ready campaign last year, teams from across the enterprise are again working to ensure that we can cope with the demands placed on our network during the peak Christmas period.

Data captured from Christmas 2012 is enabling us to approach extended hours in a more targeted way, with the 2013 extended trading period starting on Monday 2 December and running through to Monday 23 December.

The national scanner rollout will continue in the lead-up to Christmas, with additional scanners deployed to outlets processing high volumes of parcels. At the end of July this year, more than 990 additional scanners had been deployed to retail outlets.

The Retail Technology Transformation (RTT) program will continue to provide outlets with faster counter terminal hardware, improving transaction processing speed and improving scanner accuracy. The RTT team installed 391 sets of new equipment in 128 outlets between March and July this year.

Teams from across the enterprise are again working to ensure that we can cope with the demands placed on our network during the peak Christmas period.

To build customer awareness of outlet opening hours, our Marketing and Communications teams will undertake advertising in major and local newspapers, issue targeted media releases to state-based media outlets, and develop in-store posters and advertising on windows.