Hermes (UK)

Below is a statement from Hermes:

COVID-19: Continuing to deliver for our clients and our customers

We know that the current situation is challenging and uncertain for everyone but we want to assure you that, at Hermes, we are taking it very seriously. We have always had an extremely flexible business model and it’s times like this where we can really show it working. We have been able to build on this flexible model so we have the plans and processes in place to ensure that we continue to deliver for you and your customers. We want to update you on those plans below.

1.Parcel delivery and collection operation

• All our hubs, depots and sub-depots remain open and we are processing parcels as normal. 
• We are preparing for a drop in staffing levels of around 30% and are working with our labour suppliers to ensure there is a pipeline in place to step in if needed.
• We have set up contingencies to isolate areas of our hubs and depots and run volumes via alternative sites if required.
• We have ensured that our preferred cleaning suppliers are on hand at short notice to deep clean where necessary, in accordance with government guidelines.
• We are also recruiting for additional couriers in line with our Peak numbers to ensure a good pipeline of potential couriers to step in to provide extra final mile resource should the need arise.

2.Protecting our people and our couriers

• We continue to issue regular guidance to our people on the government’s core messages of hand washing and hygiene with daily communications and signage at all our sites. All sites have supplies of hand sanitiser and wipes.
• Where possible we are keeping doors open for ventilation, limiting travel, not allowing meetings of more than six people, stopped all operational tours and external visits, and cancelled classroom-based training.
• Where possible our people are being encouraged to work from home and anyone who is displaying symptoms, however mild, are self-isolating in line with government guidance.

We have launched a £1m financial support fund for couriers, which is now up and running and We have not had any confirmed cases yet across any of our sites.

3.Minimising contact between couriers and customers

• We are encouraging all customers to use the alternative delivery options available to them; myPlaces, Diversions and Safe Place for example, which means that they do not have to receive their parcel direct from the courier or sign for it.
• For those customers who do not divert, we have today put in place a temporary process for our signature deliveries which couriers will follow to ensure contact is minimised.   

• Where a safe place is possible, couriers will deliver to that safe place, take a photo to confirm safe delivery and then provide the customer with a calling card stating that safe place
• Where a safe place is not possible, couriers will still knock on the door but rather than asking for the customer to sign, couriers will ask the customer for their name, input this into their hand-held device and then write “Covid-19” in the signature box.  Capturing the name ensures that the security of delivery is maintained whilst avoiding the need for the customer to physically sign.  Crucially it also ensures that the customer receives their parcel when they are expecting it.