age verification and id verification - cwu: home · 2019. 11. 1. · 6 • age verification is a...

Age Verification and ID VerificationWorkplace Coach Training Session

August 2019

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AgendaWelcome

• Introductions, roll call and housekeeping

• Purpose of today

Age Verification

• What is Age Verification and why are we introducing Age Verification?

• How will Age Verification work?

ID Verification

• What is ID Verification and why are we introducing ID Verification?

• How will ID Verification work?

Age Verification and ID Verification at the Customer Service Point / Enquiry Office

Service Point System (SPS) Changes

Frontline OPG Support

Training Approach

Next Steps

Strictly Confidential, For Internal Use Only

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Who should be attending this training session?

This training session is aimed at Workplace Coaches and you are attending on

behalf of your unit. After this session you will be expected to train all frontline

OPGs in your unit. This may include other Workplace Coaches who will then be

able to support you in training your colleagues

You will also be responsible for ensuring all trained staff sign the training

attendance sheet to confirm they have been trained


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Purpose of today

‘To give you the knowledge and confidence to

successfully train frontline OPGs on Age Verification

and ID Verification products, in readiness for national

launch in October’


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Age

Verification


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• Age Verification is a new product attribute available for RM Tracked 24/48 with

signature and Special Delivery Guaranteed 9am and 1pm products

• The Age Verification product will confirm to the sending customer that the item has been

delivered to a recipient aged 18 years or over

• A valid (in-date) passport or driving licence is the only acceptable identification

• At the doorstep and at the Customer Service Point / Enquiry Office the process will be

driven by the PDA

• Customer Service Points / Enquiry Offices with the SPS system will receive additional

SPS on-screen notifications

• The product will also be available for Local Collect® at Post Office Counter outlets and

Customer Service Points / Enquiry Offices. No validation is required when delivering to

POL / CSP as we are not delivering to the end user. Age Verification will be carried

out by POL / CSP staff when the customer collects the item

What is Age Verification?


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Why are we introducing Age Verification?

We are introducing Age Verification as:

• It will generate new revenue streams by creating an ‘Age Verification’ attribute for RM

Tracked T24/48 with signature and Special Delivery Guaranteed 9am and 1pm

• It will aid in the retention of seller volumes from customers (e-tailers) such as Amazon

as they have requested an Age Verification product

• It will improve the customer experience by providing an offering that allows sellers to

comply with the Offensive Weapons Act (OWA) which becomes enforceable from

Autumn 2019

Also, our key customers are indicating that they would look to use this offering to “do the

right thing” with age restricted goods.


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Challenge 25

• Royal Mail will be using Challenge 25 principles for all

items that require age verification

• Challenge 25 is used by leading retailers when selling age

restricted products

• Challenge 25 means we will ask to see proof of age

identification for anyone who looks under 25 years old and

we will examine the ID to verify that they are aged 18 or

over

• We will use Challenge 25 principles when handing items

over at the doorstep and the Customer Service Point /

Enquiry Office

Note: At the doorstep, if the customer is clearly over 25 (no doubt whatsoever) we

do not need to ask for proof of age


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How will Age Verification work?

When ordering an Age Verification

item and before point of sale the

receiving customer will be asked

to confirm they are aged 18 or

over

Suppliers will send the item(s)

clearly labelled that it is an Age

Verification item

The ordering customer will

be made aware that they

may be asked for ID to

prove their age at the

doorstep or Customer

Service Point / Enquiry

Office

The receiving customer will be

sent notifications (email/SMS)

as the item is scanned through

our pipeline. These notifications

will state that proof of age ID

may be required

1 2

3 4On it’s

way

ID

Required

Terms & Conditions


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Age Verification at the Doorstep

When the item is scanned by the

PDA at the doorstep, an AV symbol

will appear on the job status screen

indicating an Age Verification item

After pressing ‘continue’ the PDA will

prompt ‘Do you believe the customer is

over 25?’ This is when you will use the

Challenge 25 principles to determine the

age of the customer.

If Yes, is selected then no further checks

are required

If No, is selected then ID will be required

When the item receives the Ready

for Delivery scan, a further

notification is sent to the customer

that ID may be required

RFD

This Photo by Unknown Author is licensed under CC BY

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Do you believe the customer is over 25?


https://www.flickr.com/photos/dominicspics/4663503458/

https://creativecommons.org/licenses/by/3.0/

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If the recipient does not look over 25, you must

ask to see valid ID to confirm their age. The

only acceptable valid forms of ID are a

Passport or Driving Licence. The recipient must

be aged 18 or over on the day of delivery

If the customer looks over 25 or, if

they have shown you valid ID

proving they are aged 18 or over,

you can now ask for a signature

The PDA will now prompt you to confirm that

the customer has shown you acceptable valid

ID. The PDA will also notify you of the date the

customer would have been born before, to be

aged 18 or over

1089


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Before the customer signs for

the item the OPG must state

the above declaration

The declaration also features on

the PDA signature screen

‘by signing for this item you are confirming that you are aged 18 or over’

Once signed for the item can

be handed to the customer

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Age Verification at the doorstep - Caution

Remember the item cannot be delivered if:

• The recipient looks under 25 and is unable to prove they

are aged 18 or over

If you cannot deliver the item, complete a P739 and return the

item to the Customer Service Point / Enquiry Office. Inform the

customer that they can request a redelivery or collect the item

with the correct ID (valid passport or driving licence)

For RM Tracked Age Verification items only, if there is no answer at the intended recipient’s

address, then deliver to neighbour should be attempted but you must still follow the Age

Verification process.

If anyone at the intended address is unable to provide proof they are aged 18 or over, then deliver

to neighbour cannot be attempted.

Safeplace is not an option for Age Verification items


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PDA Screens for Age Verification

Home Screen Item Scan Age Verification

1 2 3


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PDA Screens for Age Verification

4 5 6

Confirm ID Signature No Valid ID / Underage


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Questions


That brings to a close the Age Verification section.

Do you have any questions on what we have covered so far?

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ID

Verification


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• ID Verification is a new product attribute available on Special Delivery Guaranteed

9am and 1pm only

• The ID Verification product will confirm to the sending customer that the item has been

delivered to the named recipient only

• Acceptable forms of valid photo ID are; passport, driving licence and specific photo ID

cards (foreign national, military, police warrant, Royal Mail employee, NHS or senior

citizen bus pass)

• At the doorstep and the Customer Service Point / Enquiry Office the process will be

driven by the PDA

• Customer Service Points / Enquiry Offices with the SPS system will receive additional

SPS on-screen notifications

• The product will also be available for Local Collect® at Post Office Counter outlets and

Customer Service Points / Enquiry Offices. We do not need to confirm the ID of the POL

/ CSP staff as ID validation will be carried out by POL / CSP staff when the customer

collects the item

What is ID Verification?


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Why are we introducing ID Verification?

• This will be a new product attribute which enables sending customers to ensure

that the item is only handed to the named addressee

• Key customers have expressed an interest in this service in the delivery of

mobile phones, controlled medication and legal documents


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How will ID Verification work?

When a supplier is sending an

ID Verification product, they will

make the intended recipient

aware that the item can only be

delivered to the addressee

Suppliers will send items clearly

labelled as requiring ID Verification

The ordering customer will

be made aware that they will

be asked for ID to prove

their identification at the

doorstep or Customer

Service Point / Enquiry

Office

Notification (email/SMS) will be

sent to customer when item is

scanned through our pipeline,

detailing valid photo ID will be

required

1 2

3

4

On its

way

ID

Required

Terms & Conditions


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ID Verification at the doorstepAfter ‘continue’ the PDA will prompt - ‘Does the

name on the item match the name on the

recipient’s photo ID?’ The OPG must check that

the ID presented belongs to the customer who

provided the ID, and that the customer matches

the named recipient on the item. Once checked

confirm on the PDA

When the item receives the Ready for

Delivery scan, a further notification is

sent to the customer that ID will be

required

RFD

Once scanned an IDV symbol will

appear on the job status screen

indicating an ID Verification item

5

6

7


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ID Verification at the Doorstep

Once signed for, the customer

can be handed the item

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Once valid ID is confirmed,

the customer must sign for

the item


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ID Verification at the doorstep - Caution

• The named recipient is not available

• The customer cannot show correct valid ID

If you cannot deliver the item, fill in a P739 and return the

item to the Customer Service Point / Enquiry Office. Inform

the customer that they can request a redelivery or collect the

item with the correct valid photo ID

If there is no answer at the intended recipient’s address, deliver to neighbour or Safeplace

cannot be attempted

Remember the item cannot be delivered if:


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PDA Screens for ID Verification

1

Home Screen Item Scan ID Verification

2 3


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PDA Screens for ID Verification

4

Signature No Valid ID / Recipient Not Available

5


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Age Verification and

ID Verification

at the

Customer Service Point

/ Enquiry Office


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Age Verification and ID Verification at the Customer

Service Point / Enquiry Office

• Age Verification and ID Verification processes at the Customer Service Point / Enquiry

Office are very similar to those at the doorstep. Customers will be subject to the same

checks and will still need to show the same valid ID applicable for each product

• If your Customer Service Point / Enquiry Office has the Service Point System (SPS)

there will be new prompts to help identify Age Verification and ID Verification items and

you will record on SPS what ID has been accepted

• There will be a new Customer Service Point / Enquiry Office poster to help customers

understand the ID requirements for each service


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Age Verification at the Customer Service Point /

Enquiry Office Using the Challenge 25 principles, if

you are not satisfied that the person

receiving the item looks over 25 you

must request valid ID to ensure they

are aged 18 or over. If satisfied that the

customer looks over 25, then normal ID

procedures apply

At the Customer Service Point

(CSP) / Enquiry Office, the PDA

scan and item label will identify that

the item needs Age Verification.

OPGs working in a CSP / Enquiry

Office with the SPS system will also

be notified by SPS that the item

needs Age Verification.

12 3

The process for Age

Verification items is now exactly

the same as at the doorstep

and the same checks must be

made. The OPG must also

state the declaration when

asking for the customers

signature and before handing

the item over

‘by signing for this item you are confirming that you are aged 18 or over’


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ID Verification at the Customer Service Point /

Enquiry Office

When issuing items requiring

ID Verification, you can only

hand the item to the addressee

and you must see acceptable

photo ID from that person

The process for ID

Verification items is now

exactly the same as at the

doorstep and the same

checks must be made.

At the CSP / Enquiry Office,

the PDA scan and item label

will identify that the item

needs ID Verification. OPGs

working in a CSP / Enquiry

Office with the SPS system

will also be notified by SPS

that the item needs ID

Verification.

1 23

ID Verification


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Service Point System (SPS) Changes

For those offices with the Service Point System the system will be updated for Age

Verification and ID Verification products

• When the item is scanned into the system, it will recognise the barcode as an Age

Verification or ID Verification product

• You will need to confirm Age or ID as appropriate. Customers will be subject to the same

checks and will still need to show the same valid ID applicable for each product

• You will still need to follow the usual process on the PDA

• If the item selected is not an Age Verification or ID Verification product then there will be no

change to the current system

• For the current SPS process please refer to the latest version of the SPS User Guide


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Service Point System (SPS) Changes – Age

Verification • For an Age Verification item, SPS will prompt ‘do you believe the customer looks over 25?’

If you believe that the customer looks over 25,

and you click Yes, then the usual ID options for

collecting an item will appear

If you do not believe that the customer looks

over 25, and you click No, then only the Age

Verification IDs will appear (the other IDs will be

greyed out)


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Service Point System (SPS) Changes – ID

Verification • For an ID Verification item, SPS will prompt for the correct valid photo ID to be presented. All other ID

options will be greyed out


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Updated PDA Contingency Card (ePOD)

Should the PDA be offline for any reason,

you should use the new PDA contingency

card (ePOD)

The reverse of the card will remain as

current design to continue capture of all

other items

A supply of the new PDA contingency

card will be sent to your unit from Swindon

Stores. Please ensure all old, out of date

cards are removed from circulation and

disposed of sensitively


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Frontline OPG Support

IDplease

• On the doorstep and at the Customer Service Point / Enquiry Office, Age

Verification and ID Verification will require a new set of processes to be

completed by the frontline OPG. This may mean that customers question

why their ID is being requested.

• It is important that OPGs understand the reasons for the new processes so

they can help the customer appreciate why their ID is required

• A Customer Information Card will be available for OPGs to show the

customer if they need further explanation of the products and why their ID is

required

• It is important that, if at any stage an OPG feels threatened or in danger,

they should walk away from the doorstep (leaving the parcel if unable to

take the parcel back) and inform the the Security Helpdesk, your manager

and the police (if required)

You can contact the Security Helpdesk through your PDA menu or

dial (0207 239 6655). Alternately, you can dial 999.


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Training Approach (1)

Brief g

iven b

y:

Name

Date

Signatu

re

Reason for n

on

attendance

A Noth

er

01/02/2

019

J Blo

ggs

Mate

rnity

Subject

WTLL/H

uddles

Age and ID

Verif

icatio

n

• After today’s training session, you will need to

train all colleagues within your unit on Age

Verification and ID verification in your scheduled

WTLL sessions

• You will be sent; a link to the slides from

today’s session, ‘How To’ demonstration videos,

PDA simulator and a knowledge check

• Hard copies of the Workplace Coach guides,

customer information cards, pocket guides and

WTLL material will also be sent to your unit

• There will also be a series of ‘How To’ videos on

‘RMTV On Demand’ showing examples of how

Age Verification and ID Verification will work at

the doorstep and in the Customer Service Point

/ Enquiry Office


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Brief g

iven b

y:

Name

Date

Signatu

re

Reason for n

on

attendance

A Noth

er

01/02/2

019

J Blo

ggs

Mate

rnity

Subject

WTLL/H

uddles

Age and ID

Verif

icatio

n

Training Approach (2)• It is mandatory for all frontline employees to be

trained in Age Verification and ID Verification. All

colleagues who attend the WTLL session must

record their names on an attendance sheet

• The training attendance sheet must then be

handed to the DOM

• The DOM is responsible for ensuring that all

colleagues who attend the WTLL training are

recorded in Success Factors

Please note, it has been agreed that you will

not commence frontline training until Tuesday

3rd September


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Next Steps – what you need to do

• Your DOM will have undertaken an Age Verification and ID Verification eLearning course prior to this

session and they will be aware of what is expected from you regarding training your colleagues

• You will have received your training pack by post and electronic copies of all the relevant training

materials to enable you to deliver the WTLL sessions

• You will need to deliver the Age Verification and ID Verification training sessions to all frontline colleagues

in your unit and any associated SPDOs starting 3rd September and completing by Saturday 28th

September

• Age Verification and ID Verification will go live in your area on Monday 30th September and you begin to

see these items on delivery shortly after this

• The central team and your deployment manager will monitor how training is progressing in your unit

• Following this session we will send a short knowledge quiz for your immediate completion


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Customer Conflict and Staff Liability

We are extremely conscious of the potential for issues to arise for members of staff because of

the introduction of this new service offering and accordingly Royal Mail and the CWU have

jointly included the key protections and commitments within a Joint Statement which is

summarised on the next slide.

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It is acknowledged that the provision of this service (Age Verification) will require members of staff to use

their own judgement to decide as to whether a request for Age Verification is required when making a

delivery. It is accepted that the possibility may exist for an incorrect assessment to be innocently made

and the item delivered to a customer who is not of the required age. It is, therefore, agreed that where a

genuine mistake has occurred that the individual will not be held responsible.

It is also jointly recognised that the introduction of this new service product places frontline members of

staff with further added responsibilities and challenges, accordingly where any instances or difficulties

are being experienced by individuals these will be managed and treated in a fully supportive manner,

accordingly individuals will be provided with the necessary support along with any further training and

coaching necessary to help them carry out this task effectively.

The position regarding liability and where/if a front-line member of staff makes an innocent and incorrect

assessment of someone’s age, delivers the knife or blade for example to someone under the age of 18

and then that person goes onto use the knife or blade in an unlawful way, only Royal Mail Group as a

corporate entity, can be criminally liable. Individual Front line employees cannot be criminally liable even

if even if member of staff delivers a blade to a person under the age of 18. It is also worth noting that

sellers of knives who arrange for blades to be delivered in the UK can also be criminally liable.

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Q: Are the CWU aware of the new Age Verification and ID Verification products?

A: Yes, with the support of our national CWU colleagues a Joint Statement has been agreed

Q: Are there any checks in place to ensure we are following the correct processes for these

offerings?

A: Yes; Royal Mail will carry out mystery shopper checks to monitor compliance

Q: What should I do if I do not have a PDA but I have an Age Verification item?

A: If you have no PDA, or if your PDA is offline, then the updated PDA contingency card (ePod),

must be used while out on delivery

Q:Will the P739/e739 be updated and will they that clearly clarify what is required to collect the

item?

A:The P739 will not be updated as it already contains information asking the customer to refer to

RM terms & conditions on the website which will be updated to reflect the new product ID

requirements. The e739 will be updated to let the customer know that valid ID will be required

Frequently Asked Questions

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Questions


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You have now completed the course

You have now completed the course.

Should you have any queries or require any further information, please

contact the below email address:

[email protected]

Alternately contact your deployment manager


mailto:[email protected]

age verification and id verification - cwu: home · 2019. 11. 1. · 6 • age verification is a...

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