For more information about DPD Local call 0500 005 005 Your guide to visit our website at www.dpdlocal.co.uk DPD Local
I wanted to be the first to welcome you to DPD Local.
I’ve worked with DPD Local, formerly Interlink Express, for over 20 years, previously as a Sales Manager and now as CEO, and during that time the company has experienced exceptional growth. Together with our sister company, DPD, we now have a turnover in excess of £1 billion and can be considered the fastest growing express parcel delivery company in the UK.
DPD Local is devoted to delivering the best service, and we are delighted to have been awarded the Queen’s Award for Enterprise in the Innovation category, for our unique one hour delivery service, Predict.
What you see and read over the next few pages is just a glimpse at what makes DPD Local so special, but I hope what stands out is our clear commitment to ensuring your customers get the best possible delivery experience.
Dwain McDonald CEO | DPDgroup UK
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Your Local Delivery Experts
400,000 sorting capacity per night 90 strategically located depots 25,000 customers 1,500 vehicles
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Contents
4 Introducing DPD Local 8 Our UK Delivery Services 10 Pickup 12 Predict 13 Follow My Parcel 15 Predict Collections 16 Our International Services 17 DPD Classic 19 DPD Air Express & DPD Air Classic 23 DPD Direct 25 Investing In Our Infrastructure 26 Investing In Our Vehicles And Network 28 Protecting Your Parcels 30 Investing In The Best Technology 33 Shipping Solutions
34 Notifications 33 Delivering Only The Best Service 34 Web Services 38 Retain And Develop The Most Customer Centric People 39 Amazing Awards 40 Apprenticeships
41 Driving ChangeTM 42 Award Winning
5 Introducing DPD Local
Introducing DPD Local
DPD Local is a part of DPDgroup, one of Europe’s leading delivery companies, which is wholly owned by La Poste, the second largest postal group in Europe.
We have a reputation for providing innovative, high quality, time sensitive solutions, combining the enthusiasm of our people with intelligent and intuitive technology to make us as easy as possible to do business with.
Since it was created in 1979, DPD Local, formerly Interlink Express, has built an excellent reputation for providing a friendly and professional service. After all, the people running our depots have a thorough understanding of their customers many of whom are small businesses based in their local areas.
DPD Local in the UK • 25,000 customers • 3,000 employees • 90 strategically located depots • 1500 vehicles • 7 days a week express parcel delivery • ISO9001:2008 quality approved
A major force in Europe and beyond • The DPDgroup network offers seamless connectivity by road in over 26 European countries • Over 3.6 million parcels delivered every day • 60,000 delivery experts • More than 830 depots and hubs • 37,000 vehicles • We have a range of services to deliver across Europe and with our established partnerships, we can connect you to over 230 countries worldwide
La Poste • Turnover of 23.05 billion Euros • 360,000 customers • Active in the mail, express parcels and financial services sectors • La Poste’s mission is to be closely connected to each of its clients by providing a wide range of solutions and highly accessible products and services
6 Introducing DPD Local
UK Customers Franchisees
25,000 63
UK Depots Sorting Capacity
90 400,000 per night
7 Our UK Delivery Services
We have a full range of express parcel delivery services throughout the UK.
8 Our UK Delivery Services
For parcels up to 30kg you can choose from the following service options:
By 10:30 SATURDAY SERVICE Our premium time-critical parcel To extend the working week, we delivery arrives at the start of the provide the following options: working day when there is someone in the office to sign for it. • SATURDAY 10:30 • SATURDAY 12:00 By 12:00 • SATURDAY NEXT DAY For those urgent parcel deliveries that require attention before lunch. SUNDAY SERVICE Giving you nationwide coverage, NEXT DAY 7 days a week: For assured parcel delivery in the UK before close of business the following • SUNDAY 12:00 working day. • SUNDAY NEXT DAY
Other services
Offshore Defined next day and two day delivery service.
expresspak1 and Ready-to-go bags supplied free of charge for items weighing up to 1 and 5kg expresspak5 respectively.
Freight Simple rate structure for items weighing over 30kg and up to 350kg.
Recall and relocate stock at your convenience and track it online with our Returns reverse it service. And with reverse it ad hoc, return parcels can be picked up at the same time as our driver is making a delivery.
All our services are supported with the latest innovations:
In-flight, your customers can select to divert their parcels to the nearest DPD Pickup shop for added convenience.
Whichever service you choose, your customers will receive a one hour delivery window.
9 Our UK Delivery Services | Pickup
Your customers can choose to divert their parcels to a DPD Pickup shop for their added convenience.
DPD Local has established its own locations including Doddle sites at key unique network of 2,500 shops in the railway stations. UK, with a DPD Pickup shop within 5 miles of 95.65% of the population We also have the smartest pickup and 5 minutes’ walk within central solution with the Rowlands and London. Numark pharmacy chains, Sainsbury’s, Halfords and Matalan stores providing With DPD Pickup we have the largest your customers with the best in shop shop network throughout London, delivery experience. with over 400 local DPD Pickup
Pickup shops in the UK Driving distance for 95.65% of the population within
2,500 5 miles
Walking distance Pickup shops in within central London London
5 mins 400
10 Our UK Delivery Services | Pickup
DPD Pickup at a glance
Even more choice for your Ship to shop customers We would like you to integrate the DPD We know some customers can’t be at Pickup option into your checkout process home for their deliveries, so they can now to make it even easier for your customers. choose to leave parcels with a specific They will still be able to divert their neighbour, in a safe place or at their delivery to their local shop using the nearest DPD Pickup shop. in-flight options from their text or email notification.
Return to shop Shopping without borders Sometimes your customers need to Our Pickup network extends throughout return goods back to you, which is why Europe, with 20,000 shops available as we’ve developed Return to shop. Using Pickup points for your customers, so there DPD Pickup, your customers simply apply a really are no borders. returns label to their parcel and drop it off at their local shop. We’ll also notify your customers when the parcel has arrived back with you. It really is that simple.
11 Our UK Delivery Services | Predict
A one hour delivery timeslot
Predict is our industry-first innovation A personalised text message and/or email designed to increase the number of will be sent directly to your customers successful first-time deliveries to homes advising them of the date and time of by providing advance notice of when the delivery. Your customers can also access parcel will be delivered, and on the actual a suite of in-flight options to rearrange day of delivery a one hour timeslot. their deliveries to suit their specific What’s more, this service is free to all needs. customers.
Your DPD Local Never miss a parcel delivery again. Download Your DPD Local.
Find out more
Your ACME order will be delivered today between 10:03-11:03 Messages ACME Contact Messages ACME Contact
Your ACME order will be delivered today by Brian, your DPD Local driver. Please ensure that someone is available to sign for your delivery at: Your order will be delivered on DPD Local driver Brian will 26 Sep by DPD Local. Not deliver your ACME order today A. Smith going to be in? Click 10:03-11:03. Not going to be 442 Beechwood Park Road West Midlands www.dpdlocal.co.uk/b/1ab2cd in? www.dpdlocal.co.uk/b/ Solihull efg to pickup from shop or 123456789 B91 4MJ leave safe If you’ll be out, it’s not a problem: you have a range of ‘in-flight’ options such as changing your delivery date, collecting from your nearest DPD Pickup Shop, asking us to deliver to your preferred neighbour or arranging to have your order delivered to a safe place at your address. Just click below to choose:
Change my delivery now
Why not click below to see exactly where Brian is with your order and we'll regularly update the page so you can see your final 15 minute delivery timeslot.
Follow my parcel now
Thank you for your order.
ACME
Shipped Out for delivery Email notification Once the parcel has Your customer will Deliveries can also be notified and been despatched, we’ll receive a text message rescheduled via email, which we can send a text confirming as soon as your package personalise with your company’s the delivery date, and is out for delivery, along branding. Just like with our SMS we’ll also provide with a one hour delivery messages, your customers will receive options to reschedule. window and options to notifications when their parcels are rearrange. despatched and again on the morning of delivery.
12 Our UK Delivery Services | Follow My Parcel Follow My Parcel Your customers can track their parcels all the way to them on a live map with a final 15 minute delivery timeslot with Follow My Parcel.
Follow My Parcel will: • Display where our driver is on the delivery route • Show the position of your customer • Tell your customer when our driver is just 15 minutes away • Give your customer a range of in-flight options to select from
Follow My Parcel revolutionised the way your customers track their goods online.
Not only do your customers receive a one hour delivery timeslot, but they can also track the progress of their parcels on a map as our drivers make their way to the delivery address.
Follow My Parcel ensures your customers have increased confidence when expecting a delivery, which leads to even greater satisfaction levels.
What’s more, by providing your customers with such detailed tracking information, we reduce the number of delivery-related queries you may receive.
Your customers can follow their DPD Local driver all the way to them on a live map view from their tablet
13 Our UK Delivery Services | Follow My Parcel
First-time delivery success
We want your customers to receive their rearrange their deliveries and don’t have deliveries right first time, but occasionally to wait until they get home. And we’ll send we will leave a calling card to say ‘Sorry, we a picture of where the calling card was missed you’. We’ll send a text or email to posted. let them know straight away, so they can
our A E parcel number
orry e ere unable to deli er your parcel as there as no one present to si n for the deli ery e left callin card number
Messages ACME Contact lic an ima e to ie a lar er ersion
Your ACME parcel could not be delivered as no one was in. For redelivery go to www.dpdlocal.co.uk/a/123456 789 or call 0121 275 0500 quoting 12345678
hat can do ne t
ollect from Pic up hop Deli er to my nei hbour
han e the deli ery day Up rade my deli ery
here has my parcel been
Additional information Your DPD Local Never miss a parcel delivery again. Download Your DPD Local.
Find out more
Deliver to neighbour
When your customers receive their Your order from ACME one hour delivery notification via We just tried to deliver your parcel from ACME, however, there was no-one SMS or email and they know they available to sign for the order at the address below:
will be out, they have the option to A. Smith 442 Beechwood Park Road have their parcel delivered safely to Solihull West Midlands a neighbour. B91 4MJ
We want to make sure that you get your parcel as soon as possible, so you now have a range of options to choose from, including collecting your parcel from our When we deliver the parcel to a nearest depot or selecting a different delivery date.
neighbour, we post a calling card at To access the options available to you click the button below: your customer’s address, and for Rearrange date additional peace of mind we also send an SMS or email confirmation Many thanks. of which neighbour we delivered Kind Regards to. DPD Local
14 Our UK Delivery Services | Predict Collections Collections We know your time is valuable so we will notify you of a one hour window for your collections too.
We are also working on a project to deliver dynamic collections to make the entire process even easier to manage.
DPD Local has extended its award winning Our Predict Collections service means Predict service by letting you know that you will know when we’re going to when we are going to arrive to pick up arrive to collect your parcels, allowing your parcels. We’ll provide you with a you to plan your working day. convenient one hour timeslot via SMS or email, and you’ll have the option to rearrange your collection date if required. Your DPD Local Never miss a parcel delivery again. Download Your DPD Local.
Find out more
Your parcel is due for collection today
Messages ACME Contact Your ACME parcel/s will be collected today by DPD Local at the following address:
A. Smith 442 Beechwood Park Road eded todatoda Your ACME parcel/s will be Solihull collected today by DPD Local. West Midlands To cancel/change date go to B91 4MJ www.dpdlocal.co.uk/b/1ab2cd efg Please can you ensure that the parcel/s are adequately packaged and labelled and the contents comply with the DPD Local’s terms and conditions. For help on how to package your goods, please click here.
If today is not convenient, please click the button below to change the date.
Change date
Alternatively, if you no longer require the collection, please click the button below to cancel.
Cancel
Thank you from DPD Local and we trust you are happy with our service.
ACME
15 Our International Services No matter where you want to send a parcel or how quickly you want it to arrive, we have the international service that’s right for you.
16 Our International Services | DPD Classic DPD Classic
Send parcels to Europe with our road based service. DPD offers one of the fastest and most reliable road services to Europe.
We handle 3.6 million parcels a day and are one of the leading carriers by ground throughout Europe. Our fleet of 37,000 vehicles operates direct overnight links between 60 international hubs and 830 depots in over 26 European countries.
DPD Classic offers a swift, safe and reliable service with a proven track record for deliveries to Europe by road that represents excellent value for money.
• Closed network with the highest levels of security • Delivery times as fast as two days in some countries • Over 60,000 delivery experts, including a centralised multi-lingual Customer Services team who can deal with all customer queries • Full track and trace facilities, including online proof of delivery and signature • Predict one hour delivery timeslots • Access to a range of in-flight options
International Predict
DPD Classic customers also benefit from Predict notifications which let recipients across Europe know the exact hour their parcels will arrive. By sending delivery information in advance via SMS or email, there’s no more waiting around. It’s also Nachricht DPD Kontakt easy to change the time, day or place of delivery if plans change. Ihr Paket von In a number of countries your customers Belgien-Schokolade wird heute zwischen 10.12 und 11.12 Uhr can use the flexible in-flight options geliefert. Fur eine Zustellung to change the delivery day, reroute the aneinem anderen Tag senden parcel to a local Pickup shop or arrange Sie 1 fur den 14.07., fur den for it to be left in a safe place. 15.07. oder 2 fur den 16.07.
17 Our International Services | DPD Classic
Predict in Europe
Our award winning Predict service continues to be extended to European countries beyond the UK
Austria Germany Luxembourg Spain
Belgium Hungary Netherlands Switzerland
DPD Classic destinations and transit times
Transit Transit Destination Zone times Destination Zone times
Austria 2 3 Latvia 5 5
Belgium 1 2 Liechtenstein 2 3
Bosnia-Herzegovina 5 6 Lithuania 5 5
Bulgaria 5 6 Luxembourg 1 2
Croatia 4 6 Netherlands 1 2
Czech Republic 3 4 Norway 5 6
Denmark 2 3 Poland 4 4
Estonia 4 5 Portugal 4 4
Finland 4 5 Romania 5 6
France inc Monaco 1 2 Serbia 5 6
Germany 1 2 Slovakia 3 4
Greece inc islands 5 8 Slovenia 4 5
Hungary 4 4 Spain 3 4
Iceland 5 6 Sweden 4 5
Italy 3 4 Switzerland 2 3
18 Our International Services | DPD Air Express & Air Classic DPD Air Express & DPD Air Classic For those more urgent parcel deliveries, we have a choice of air express delivery options.
With DPD Air Express and DPD Air Classic we can take your more urgent parcels anywhere in the world.
More destinations, more control international shipments and our DPD and all at the right price. Our DPD Air Classic service provides reliable Air Express service provides fast delivery by air. connectivity for those urgent
DPD Air Express DPD’s global express network - DPD Air Express - offers an unrivalled service to more than 200 countries worldwide. If you need to get your parcel to its destination urgently then DPD Air Express is the service for you.
DPD Air Classic DPD Air Classic is an extension of our Classic service into Europe, connecting you to over 200 countries across the globe. It’s ideal for retailers who want to export to new markets but don’t want the full cost of the DPD Air Express service.
With full traceability and notifications to your customers, DPD Air Express and DPD Air Classic will give your international customers the best possible delivery experience.
19 DPD Air Express and DPD Air Classic destinations and transit times
DPD Air DPD Air DPD Air DPD Air Destination Zone Classic Express Destination Zone Classic Express
Afghanistan 8 7 - 10 6 - 8 Chile 8 4 - 7 3 - 5
Albania 9 5 - 7 4 - 5 China 9 4 - 7 3 - 5
Algeria 9 4 - 7 3 - 5 Colombia 8 4 - 7 3 - 5
American Samoa 9 6 - 8 5 - 6 Comoros 9 8 - 10 7 - 8
Andorra 9 3 - 5 2 - 3 Congo 9 8 - 10 7 - 8
Angola 9 6 - 8 5 - 6 Cook Islands 9 9 - 11 8 - 9
Anguilla 8 4 - 6 3 - 4 Costa Rica 8 6 - 9 5 - 7
Antigua 8 4 - 7 3 - 5 Croatia 4 5 - 7 4 - 5
Argentina 8 4 - 7 3 - 5 Cuba 9 8 - 11 7 - 9
Armenia 9 5 - 8 4 - 6 Cyprus 4 3 - 6 2 - 4
Aruba 8 6 - 8 5 - 6 Czech Republic 4 3 - 6 2 - 4
Australia 7 4 - 7 3 - 5 Denmark 3 3 - 4 2
Austria 3 3 - 4 2 Djibouti 9 7 - 9 6 - 7
Azerbaijan 9 5 - 8 4 - 6 Dominica 8 4 - 7 3 - 5
Bahamas 8 4 - 7 3 - 5 Dominican Republic 8 5 - 7 4 - 5
Bahrain 7 3 - 6 2 - 4 Ecuador 8 6 - 9 5 - 7
Bangladesh 8 4 - 7 3 - 5 Egypt 8 3 - 6 2 - 4
Barbados 8 4 - 6 3 - 4 El Salvador 8 6 - 9 5 - 7
Belarus 9 6 - 8 5 - 6 Equatorial Guinea 9 8 - 10 7 - 8
Belgium 1 3 - 4 2 Eritrea 9 6 - 9 5 - 7
Belize 8 4 - 6 3 - 4 Estonia 4 3 - 5 2 - 3
Benin 9 7 - 9 6 - 7 Ethiopia 9 3 - 6 2 - 4
Bermuda 8 4 - 6 3 - 4 Faroe Islands 3 9 - 11 8 - 9
Bolivia 8 4 - 8 3 - 6 Fiji 8 7 - 10 6 - 8
Bosnia 9 6 - 8 5 - 6 Finland 3 3 - 5 2 - 3
Botswana 9 6 - 8 5 - 6 France 2 3 - 4 2
Brazil 8 4 - 7 3 - 5 French Guyana 8 7 - 9 6 - 7
British Virgin Islands 8 4 - 7 3 - 5 French Polynesia 9 8 - 10 7 - 8
Brunei 7 6 - 9 5 - 7 Gabon 9 7 - 9 6 - 7
Bulgaria 7 3 - 6 2 - 4 Gambia 9 8 - 10 7 - 8
Burkina Faso 9 8 - 10 7 - 8 Georgia 9 6 - 8 5 - 6
Burundi 9 5 - 8 4 - 6 Germany 2 3 - 4 2
Cambodia 8 6 - 8 5 - 6 Ghana 9 4 - 7 3 - 5
Cameroon 9 6 - 9 5 - 7 Gibraltar 9 3 - 5 2 - 3
Canada 7 3 - 6 2 - 4 Greece 3 4 - 7 3 - 5
Canary Islands 9 4 - 6 3 - 4 Greenland 7 4 - 6 3 - 4
Cape Verde 8 8 - 10 7 - 8 Grenada 8 4 - 7 3 - 5
Cayman Islands 8 4 - 6 3 - 4 Guadeloupe 8 4 - 6 3 - 4
Central African Rep 9 8 - 10 7 - 8 Guam 9 6 - 9 5 - 7
Chad 9 6 - 9 5 - 7 Guatemala 8 6 - 9 5 - 7
20 DPD Air DPD Air DPD Air DPD Air Destination Zone Classic Express Destination Zone Classic Express
Guinea 9 6 - 9 5 - 7 Martinique 8 4 - 6 3 - 4
Guyana 8 6 - 9 5 - 7 Mauritania 9 8 - 10 7 - 8
Haiti 8 7 - 10 6 - 8 Mauritius 9 6 - 9 5 - 7
Honduras 8 6 - 9 5 - 7 Mayotte 9 6 - 8 5 - 6
Hong Kong 6 3 - 5 2 - 3 Mexico 8 4 - 7 3 - 5
Hungary 4 3 - 5 2 - 3 Moldova 9 5 - 8 4 - 6
Iceland 7 3 - 5 2 - 3 Monaco 2 3 - 5 2 - 3
India 7 3 - 6 2 - 4 Mongolia 9 6 - 9 5 - 7
Indonesia 7 4 - 7 3 - 5 Montenegro 9 6 - 8 5 - 6
Iran 9 5 - 8 4 - 6 Montserrat 8 7 - 9 6 - 7
Iraq 9 7 - 10 6 - 8 Morocco 9 4 - 6 3 - 4
Israel 7 4 - 7 3 - 5 Mozambique 9 6 - 9 5 - 7
Italy 3 3 - 5 2 - 3 Namibia 9 6 - 9 5 - 7
Ivory Coast 9 7 - 9 6 - 7 Nepal 9 6 - 9 5 - 7
Jamaica 8 4 - 6 3 - 4 Netherlands 1 3 - 4 2
Japan 7 4 - 6 3 - 4 New Caledonia 9 9 - 11 8 - 9
Jordan 8 3 - 5 2 - 3 New Zealand 8 5 - 7 4 - 5
Kazakhstan 9 5 - 8 4 - 6 Nicaragua 8 6 - 9 5 - 7
Kenya 9 4 - 6 3 - 4 Niger 9 8 - 10 7 - 8
Korea (South) 8 4 - 6 3 - 4 Nigeria 8 5 - 8 4 - 6
Kuwait 8 3 - 6 2 - 4 Norway 6 3 - 6 2 - 4
Kyrgyzstan 9 6 - 9 5 - 7 Oman 8 3 - 5 2 - 3
Laos 9 6 - 9 5 - 7 Pakistan 8 4 - 7 3 - 5
Latvia 4 3 - 5 2 - 3 Palau 9 9 - 11 8 - 9
Lebanon 9 4 - 6 3 - 4 Palestine 9 6 - 9 5 - 7
Lesotho 9 5 - 7 4 - 5 Panama 8 4 - 7 3 - 5
Liberia 9 8 - 10 7 - 8 Papua New Guinea 8 7 - 11 6 - 9
Libya 9 3 - 6 2 - 4 Paraguay 8 7 - 9 6 - 7
Liechtenstein 7 3 - 4 2 Peru 8 4 - 6 3 - 4
Lithuania 4 3 - 6 2 - 4 Philippines 7 6 - 8 5 - 6
Luxembourg 1 3 - 4 2 Poland 4 3 - 5 2 - 3
Macau 8 5 - 7 4 - 5 Portugal 3 3 - 5 2 - 3
Macedonia 9 3 - 5 2 - 3 Puerto Rico 8 7 - 10 6 - 8
Madagascar 9 8 - 10 7 - 8 Qatar 8 3 - 6 2 - 4
Malawi 9 7 - 10 6 - 8 Reunion Island 9 8 - 10 7 - 8
Malaysia 7 4 - 6 3 - 4 Romania 7 4 - 7 3 - 5
Maldives 9 5 - 8 4 - 6 Russia 7 6 - 10 5 - 8
Mali 9 7 - 10 6 - 8 Rwanda 9 5 - 8 4 - 6
Malta 4 3 - 6 2 - 4 Saba/Curacao 9 8 - 10 7 - 8 (Netherlands Antilles)
21 DPD Air DPD Air DPD Air DPD Air Destination Zone Classic Express Destination Zone Classic Express
San Marino 3 4 - 6 3 - 4 Vanuatu 9 8 - 10 7 - 8
Saudi Arabia 9 3 - 6 2 - 4 Vatican City 3 3 - 5 2 - 3
Senegal 9 5 - 8 4 - 6 Venezuela 8 4 - 7 3 - 5
Serbia 9 5 - 7 4 - 5 Vietnam 9 4 - 7 3 - 5
Seychelles 9 9 - 11 8 - 9 Virgin Islands, US 9 8 - 11 7 - 9
Singapore 6 3 - 5 2 - 3 Western Samoa 9 7 - 10 6 - 8
Slovakia 4 4 - 7 3 - 5 Yemen 9 4 - 7 3 - 5
Slovenia 4 5 - 7 4 - 5 Zambia 9 5 - 7 4 - 5
Solomon Islands 9 7 - 10 6 - 8 Zimbabwe 9 4 - 6 3 - 4
South Africa 7 4 - 6 3 - 4 These transit times are for major cities; other Spain 3 3 - 5 2 - 3 areas may require additional time in transit. Sri Lanka 8 4 - 7 3 - 4
St Kitts & Nevis 8 4 - 7 3 - 5
St Lucia 8 4 - 6 3 - 4
St Maarten 8 4 - 6 3 - 4
St Vincent & 8 4 - 6 3 - 4 the Grenadines
Sudan 9 4 - 8 3 - 6
Suriname 9 7 - 9 6 - 7
Swaziland 9 5 - 7 4 - 5
Sweden 3 3 - 5 2 - 3
Switzerland 6 3 - 5 2 - 3
Syria 8 5 - 7 4 - 5
Taiwan 8 4 - 6 3 - 4
Tanzania 9 5 - 7 4 - 5
Thailand 7 4 - 6 3 - 4
Togo 9 8 - 10 7 - 8
Trinidad & Tobago 8 4 - 7 3 - 5
Tunisia 9 3 - 6 2 - 4
Turkey 8 3 - 6 2 - 4
Turkmenistan 9 6 - 9 5 - 7
Turks & Caicos 8 4 - 6 3 - 4 Islands
Uganda 9 4 - 7 3 - 5
Ukraine 8 4 - 7 3 - 5
United Arab 7 3 - 6 2 - 4 Emirates
United States 5 3 - 6 2 - 4
Uruguay 8 4 - 7 3 - 5
Uzbekistan 9 5 - 8 4 - 6
22 Our International Services | DPD Direct DPD Direct We’ve developed an international delivery solution specifically for e-tailers.
DPD Direct provides an international In all of the destinations, we work in home delivery service specifically partnership with the local home delivery designed for online retailers. We’ll ensure specialist, providing the best ‘last mile’ your products are delivered direct to your delivery experience. customer’s door.
Reasons to use DPD Direct:
Track your deliveries You’ll have online visibility of your parcel on its outbound journey and final confirmation of delivery, so you can monitor all customers’ orders from despatch to receipt.
Get fast customs clearance With DPD Direct we will ensure your goods receive express customs clearance, utilising a paperless system. This means that all your customs requirements are taken care of online, with no need to produce invoices to accompany the parcel.
Access delivery duty paid Where duty is payable (non-EU destinations), using the DPD Direct service means all items can pass through customs efficiently and quickly. If your parcels to these destinations are Delivered Duty Paid, DPD will invoice you separately for any duties payable.
Return items The DPD Direct service includes a returns service for unwanted and undeliverable items.
DPD Direct is run in conjunction with wnDirect, an international logistics specialist, meaning you have the benefit of two lots of expertise when you ship your parcels.
23 Our International Services | DPD Direct
See below for a full breakdown of the destination countries that you can ship to using DPD Direct, along with the transit time:
DPD Direct Destination Information
Transit Transit Transit Country Time Country Time Country Time (Days) (Days) (Days)
Australia 9 India 5-8 Portugal 4-5
Bahrain 5 Italy 4-6 Qatar 3-5
Belgium 4 Israel 5 Rep. of Ireland 3-4
Brazil 9 Japan 4-6 Russia 9
Canada 4-6 Kuwait 7 Saudi Arabia 6
China 9 Lebanon 5 Singapore 5-7
Denmark 5 Libya 3-5 Spain 4-5
Egypt 3-5 Malta 4-6 Sweden 6
Finland 7 Luxembourg 3-5 UAE 4-5
France 3-5 Netherlands 3-4 USA 4-7
Germany 3-4 New Zealand 7-8
Hong Kong 6 Oman 5
Pre-delivery notifications
We’ll ensure that your customers are kept up to date with the status of their delivery at every step of the journey, thanks to our comprehensive email notifications. What’s more, we’ll send our notifications in the local language.
24 Investing In Our Infrastructure We believe in investing in our future to protect yours.
Smethwick Hubs Smethwick Hubs
Sort Sort 400,000 50,000 parcels per night parcel per hour
Total Vehicles Total Depots in Network
1,500 90
25 Investing In Our Vehicles And Network
Investing in vehicles... DPD Local utilises double-deck trailers and has access to one of the largest fleets of high volume vehicles in the industry.
Our double-deck trailers carry one-third more parcels than traditional single-deck trailers and therefore reduce road congestion and our carbon emissions.
… and our franchisee network DPD Local has 90 depots, strategically located throughout the UK and within easy reach of all major UK cities. Your local DPD Local franchisee will have local knowledge and be close to both you and your customers.
26 Investing In Our Vehicles And Network
Unrivalled operations DPD Local offers a state-of-the-art sortation hub in the West Midlands. The 23-acre site is at the heart of the UK’s motorway network and provides excellent connectivity to all of our depots in the UK, as well as being an international gateway for our European air and road services.
• Around 50,000 parcels machine-sorted per hour • Potential to sort 400,000 parcels per night • High security, with CCTV cameras in operation 24/7 • An additional special sorter for small items, processing 10,000 items per hour • Our site also has a secure warehousing facility for customers with storage and fulfilment needs
Fully integrated warehouse and distribution IT systems mean orders can be monitored and tracked from order to delivery.
27 Protecting Your Parcels
We take great care of all your parcels.
28 Protecting Your Parcels
Quality assurance • ISO9001:2008 approval • Internal Quality Audit team
DPD Local has been recognised for its commitment to best practice and is a member of the British Quality Foundation (BQF). The BQF is an independent organisation which is dedicated to helping organisations learn from best practice, improve performance and achieve sustainable excellence.
Disaster recovery and contingency
We have a dynamic business continuity plan which is reviewed every six months and is designed to ensure continuity of service even in the event of a disaster.
• Two hubs allow for easier switching of traffic • Our third and fourth UK hubs, on separate sites, further extend our disaster recovery capability
Security
Our dedicated Security team consists of • Security fencing a National Security Manager, two General • External and Managers, a Strategic Security Manager, internal CCTV eight Regional Security Managers and systems a host of specialist support staff, all of • Intruder alarms whom work together to keep your goods • Secure storage facilities as secure as possible.
Additional security measures include: We’re proud to say that DPD Local has been an associate member of TAPA - • Random searches of vehicles entering Transported Asset Protection Association and leaving our hub site – for over 10 years. TAPA promotes • Security seals on all company vehicles best practice security standards in the • Airport style detectors covering main freight transport industry. DPD Local has entrances planned and implemented spontaneous checks on:
Safe and secure network
DPDgroup UK achieved AEO accreditation following assessment by HM Revenue and Customs in November 2010. AEO is an industry ‘kite mark’ and demonstrates our commitment to a safe and secure network when moving goods abroad. We are re-audited every three years, the most recent being in 2014.
Achieving this status will aid customs clearance, particularly to the USA, thereby speeding up the process.
29 Investing In The Best Technology We’ve developed the best technology to provide the best delivery experience.
30 Investing In The Best Technology
All our drivers have Saturn hand-held computer units 09:29:18 18/01/2016 Signature Screen Carried by every driver, our Saturn hand-held computer units Sender’s Name: ABC LTD Recipient: ACME electronically send and receive data about your consignments, Items Received: 1 Items Refused: 0 so that we can track and trace your parcels in real time from POD No: 1 of 1 Name: D. BROWNRIDGE collection through to delivery. Clear
• Drivers’ routes are optimised for maximum efficiency
• Prioritises the most urgent daily deliveries Details No Sig /GRN • Logs specific collection and delivery instructions • All parcels scanned at collection and delivery points • Captures the parcel recipient’s signature, so we can provide electronic proof of delivery • Delivery information is available on the DPD Local website within 10 minutes • Fast and secure information transfer for proactive resolution of any delivery queries • As a camera, the unit takes photographs, which are then shared with your customer, e.g. when parcels are delivered to a safe place or a calling card has been left
Route optimisation
All our deliveries are tracked to the exact delivery point, utilising the latest hand-held technology, which provides: • Automatic navigation to each delivery • Transmission of GPS co-ordinates mapped every two minutes • Capture of actual collection/delivery point
Our Depot Management team has full visibility of each driver’s route and can monitor activity throughout the day to ensure deliveries are on schedule.
• Each delivery is now made using precise longitude and latitude co-ordinates so that our driver is directed to the exact parcel delivery point, such as a specific building entrance or reception point. Systems that use postcode data are unable to provide this level of accuracy for deliveries.
31 Investing In The Best Technology
File Transfer Protocol (FTP) and Electronic Data Interchange (EDI)
Whether you are using FTP or EDI, our team of experts will work closely with your IT team to establish a robust data transfer solution that enables you to monitor your parcels during transit. Your system will generate a bar coded label, and the information from each label will be transmitted at the end of the day to DPD Local. We will then transmit back to you tracking logs for all parcels shipped, with proof of delivery if required.
APIs - Application Programme Interfaces
We use APIs to get our systems to talk to we use your brand so the entire digital yours and vice versa. This means that we experience is seamless. can easily integrate, for example, your checkout page into our returns solution, It really is that simple, and our IT team will or integrate any part of the delivery work closely with yours to ensure that’s process so that your customer has the the case. best possible delivery experience. And
32 Investing In The Best Technology | Shipping Solutions Shipping Solutions We’ve made sending parcels with DPD Local even easier with our simple shipping solutions.
MyDPD Local delivers We want shipping to be simple. Our web customers, based on the feedback based shipping system is designed to put they’ve given to us. You can print parcel you firmly in control of your distribution. labels, as well as book, send and monitor It’s a shipping solution created for our consignments conveniently.
Help | Logout
MyDPD Local Shipping Collections Deliveries Shop Returns Address Book Depot Finder
Create Shipment Shipment Review Imports Import Activity Delivery Search
Create Shipment
Our One Hour Delivery Window service is free. Please complete either or both of the fields to notify the receiver. Read more
Delivery Details Package Details
Short Name Total No of Packages *
Country * UNITED KINGDOM Total Weight (Kg) *
Postal/Zip Code * Find Postcode Product *
Organisation/Name Service *
Address 1 * Shipment Date * Monday - 03/08/2015 Address 2 * Your Reference 1
City * Your Reference 2
County/State Your Reference 3
Delivery Information (Max. 50)
Delivery Contact
Contact
Telephone
Notification Email
Notification Text
Prepare and print labels in three clicks Import files Add the delivery address, confirm the You can import your own address files number of parcels and select the service. into MyDPD Local to get up and running Clear Print Laterquickly,Print Now and also import daily order Email and SMS notifications information for automatic production of Input the parcel receiver’s email address your shipping labels. and mobile number, and they’ll receive a notification of their one hour delivery Continual support window. 24/7 helpdesk support is available and there is online help throughout the Extract data system. You can extract MyDPD Local data to import into your own system.
33 Investing In The Best Technology | Notifications Notifications Communication is key. We will keep you fully informed, whatever the status of all deliveries, giving a great customer experience.
We pride ourselves on being an honest and transparent parcel carrier, which is why we now proactively communicate with you and your customers if a parcel is held or delayed at any point in our network. Your customers will receive proactive notifications if the parcel is:
• Delayed in the collection depot • Delayed at our hub • Delayed in transit to the delivery depot • Delayed at the delivery depot • Out for delivery but delayed
Your customers will receive an SMS and/ Take a look at the image here for an or email notification informing them of example SMS notification sent to the delay and advising of when delivery customers in the event of a parcel delay. will subsequently take place. What’s more, your customers will be presented You will also have full visibility of any held with a series of alternative options to or delayed parcels via the MyDPD Local ensure the parcel is received at their Dashboard, with the reasons for delays convenience. clearly stated.
34 Delivering Only The Best Service We want your experience with DPD Local to be the best. The best web service, the best customer service and the best delivery service.
35 Delivering Only The Best Service
DPD Local Web Services Accessible anywhere, on any device
Here at DPD Local, we understand that the way people surf the web has changed, which is why we have used responsive design for our website and associated online services.
Some people access the web from a device you’re on, you’ll be able to enjoy all desktop computer, others prefer to use our web services in all their glory thanks tablet computers, while some opt for to our responsively designed website. smartphones. Whether you’re at work, at home or on the go, and no matter what
Access our services on all devices including smartphones and tablets.
36 Delivering Only The Best Service
‘How Can We Help?’
The dedicated ‘How Can We Help?’ section of our website is designed to enable parcel recipients to get information relating to their deliveries and to efficiently self-serve.
Managing your exceptions online with MyDPD Local
You’re in full control of your Help | Logout MyDPD Local Shipping Collections Deliveries Shop Returns Address Book Depot Finder international and domestic Search Dashboard Watch List Delivery Search shipments with MyDPD Local. Delivery Search CONTACT 1 Account: All Accounts
You have your own dashboard to For your attention
Instructions Instructions in Parcels Data Only Exceptions Returns Watch List oversee all your exceptions, and so Required Progress No Data No Parcel (info only) you have your finger on the pulse 12 1 0 0 1 0 50 of every delivery.
Help | Logout
MyDPD Local Shipping Collections Deliveries Shop Returns Address Book Depot Finder
• Quickly and easily identify Search Dashboard Watch List Delivery Search those parcels that require Delivery Search Product: All Products Delivery Country: All Countries Account: All Accounts action Service: All Services Postcode: Find Postcode Range: None Undelivered: Direction: Destination: All Destinations All directions
Sort By: Not specified Filter
• Respond directly to the Results Collection Customer Ref Account Parcel No Service Status Consignment Address
parcel - next Refused by Customer - 9868434576/0 21/05/2015 Saturn 2.5 1590621 1597 6604 491 695 9 132 Maryland Avenue, Birmingham, B1 7GS delivery country by sending day Duplicate (1) parcel - next Failed - No response to calling 9869087712/0 Flat 78, Birmingham House, Crescent Road, 26/01/2016 ACME,CONTACT WORLD 1590621 1597 6543 897 796 H instructions online without day card (10) Birmingham, B1 9HK parcel - next Failed - No response to calling 9869087712/0 Flat 78, Birmingham House, Crescent Road, 26/01/2016 ACME,CONTACT WORLD 1590621 1597 9987 892 244 K day card (10) Birmingham, B1 9HK
parcel - next Failed - No response to calling 9869087712/0 Flat 78, Birmingham House, Crescent Road, the need to contact UK based 26/01/2016 ACME,CONTACT WORLD 1590621 1597 9023 892 794 C day card (10) Birmingham, B1 9HK
parcel - next Failed - No response to calling 9869087712/0 Flat 78, Birmingham House, Crescent Road, 26/01/2016 ACME,CONTACT WORLD 1590621 1597 9023 805 232 L customer services day card (10) Birmingham, B1 9HK parcel - next Failed - No response to calling 9869087712/0 Flat 78, Birmingham House, Crescent Road, 26/01/2016 ACME,CONTACT WORLD 1590621 1597 2938 394 182 G day card (10) Birmingham, B1 9HK
parcel - next Failed - No response to calling 9869087712/0 Flat 78, Birmingham House, Crescent Road, 26/01/2016 ACME,CONTACT WORLD 1590621 1597 3793 983 498 S day card (10) Birmingham, B1 9HK
parcel - next Failed - No response to calling 9869087712/0 Flat 78, Birmingham House, Crescent Road, • Get the latest status, with 26/01/2016 ACME,CONTACT WORLD 1590621 1597 2938 981 843 C day card (10) Birmingham, B1 9HK
parcel - next Failed - No response to calling 9869087712/0 Flat 78, Birmingham House, Crescent Road, 26/01/2016 ACME,CONTACT WORLD 1590621 1597 2893 189 483 V information on parcels day card (10) Birmingham, B1 9HK parcel - next Failed - No response to calling 9869087712/0 Flat 78, Birmingham House, Crescent Road, 26/01/2016 ACME,CONTACT WORLD 1590621 1597 8923123 849 U refreshed every five minutes day card (10) Birmingham, B1 9HK parcel - next Failed - No response to calling 9869087712/0 Flat 78, Birmingham House, Crescent Road, 26/01/2016 ACME,CONTACT WORLD 1590621 1597 2893 892 823 L day card (10) Birmingham, B1 9HK
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37 Retain And Develop The Most Customer Centric People
We know that great service depends on having great people, which is why we’ve developed a strategy to attract and retain the best people in the industry.
Through our Apprenticeship scheme we nurture our stars of tomorrow.
38 Retain And Develop The Most Customer Centric People | Amazing Awards
Amazing Awards Amazing service deserves recognition
The DPD Local ‘You’ve Been Amazing’ awards scheme is an instant reward for employees who go above and beyond the call of duty for customers.
Winners receive shopping vouchers, while a testimonial is also posted on the DPD Local website in recognition of their efforts.
Darren Monk “Having only been with us a few short months you have become a crucial member of the team. You have a superb attitude and you are a pleasure to work with. We appreciate all the extra you do for the good of the company, whether you’ve been asked to or not. We could not have asked for a better replacement on a very difficult route, but you have taken it in your stride! Thanks Darren, you are a hero!”
Josh Bacon, Operations Manager
Carol Worrall “Thank you for going the extra mile - literally! Last Friday, you noticed a gentleman in reception struggling with a rather heavy box; when you spoke to him you discovered he’d just collected the parcel and now had to walk to the Trafford Centre to get his bus home.”
“Unprompted, and of your own volition, you offered the gentleman a lift to the Trafford Centre so he didn’t have to carry his heavy parcel any sort of distance. This is an amazing show of ‘it starts and ends with the customer’; thank you Carol.”
Emma Lewis, Operations Manager
Phil Brown “When making a recent delivery you noticed that the elderly lady was very upset having just received some bad news. You waited with her until her daughter arrived to comfort her. Thanks Phil, this was an outstanding example of customer service, you are amazing!”
Carol Higham, Franchisee
39 Retain And Develop The Most Customer Centric People | Apprenticeships Apprenticeships
At DPDgroup we believe in nurturing talent and developing individuals on a professional and personal level to be amazing every day. Our apprenticeships are just one way that we demonstrate our commitment to development by growing and supporting our stars of tomorrow.
Apprentice scheme
We currently have more than 20 apprentices in varying positions throughout our organisation, who are provided with opportunities to develop their knowledge and skills through vocational qualifications while at the same time contributing to the business.
What they say about apprenticeships:
“Doing an apprenticeship “I love my job and “If I wasn’t at DPDgroup at DPDgroup was the DPDgroup have shown I would probably best decision I ever how much they value be weighed down made. I love going back me by giving me time with student debt to my old school to talk off to study. They want from university and about DPDgroup and I’ve me to do well and that’s bored by my degree. already been promoted why I recommend Thanks to DPDgroup’s twice!” DPDgroup to all my apprenticeship scheme, friends!” I have my dream job and Emma Szymanski, Sales have been promoted Liam Iddles, Engineering twice in two years.”
Gursimran Singh, Marketing
Liam Iddles and Gursimran Singh
40 Retain And Develop The Most Customer Centric People | Driving ChangeTM
Driving ChangeTM
Our commitment to responsible business
We believe in being a responsible partner to the people, businesses and communities we work closely with.
As delivery experts, our aim is to make a positive impact through what we do each and every day. We’re focusing our efforts in four areas where we can make the biggest difference:
Carbon neutral commitment Being the only delivery network dedicated to making every parcel we deliver carbon neutral, for all our customers.
Innovative entrepreneurship Sharing our expertise and entrepreneurial spirit to help local enterprise thrive.
Smart urban delivery Improving everyday urban life by giving people greater delivery choices, while reducing our impact on the road.
Closer communities Bringing people together to support and build the communities we’re closest to.
Our Charity Fund
Each year our people vote for the charity they want to support, and for 2015/2016 our chosen charity was Prostate Cancer UK.
The Prostate Awareness campaign ran all year, raising an incredible £225,000, and the company will match all funds raised £ for £.
Our amazing people were key to our fundraising efforts, whether it was walking, running, cycling, driving or climbing, we just wanted everyone to help raise prostate awareness!
41 Award Winning Independent recognition of our innovative service
42 Award Winning
DPDgroup UK has won the Queen’s Award for Enterprise 2015 in the Innovation category, for its unique one hour delivery service, Predict. The award recognises Predict and Follow My Parcel, which the judges described as: “trail-blazing services” that have made DPDgroup UK “the preferred choice carrier for retailers whose success depends on satisfied customers making repeat purchases”.
DPDgroup scooped the Best Use of Technology Award at the Motor Transport Awards 2015, for its industry-leading Predict innovation.
Judges commented: “DPDgroup UK appears to be several years ahead of its competitors when it comes to technology.”
DPDgroup won the Business Excellence Award at the Motor Transport Awards 2015, an event that is widely considered to be the ‘Oscars’ of the road transport industry.
Award judges singled out DPDgroup UK’s “stellar growth”, “leverage of technology”, and said it had demonstrated a “proactive response to market challenges and a clear focus on the customer proposition”.
43 Notes