In U.K., Post Office Locals Address Urgent Needs

The government wants to replace current sub-post offices with Post Office Local outlets in convenience stores and supermarkets.

April 05, 2011

LONDON - The United Kingdom has begun a pilot program of replacing current sub-post offices with Post Office Locals in retail outlets like convenience and grocery stores, the Guardian reports. Post Office Locals are a network of outlets that sell post office supplies and services in addition to their normal stock.

While Post Office Locals have a more curtailed range of services, the upside is that they are open longer hours. However, Consumer Focus, a consumer advocate group, has found some concerns about the 60 or so Post Office Locals opened thus far.

A recent survey by the group brought to light several problems, including customer service, such as staff knowledge of post office services or products, and quality of service, such as problems with cash or benefit withdrawal. Other issues are lack of privacy because of poor layout. Many in Britain use their post offices for banking and other financial transactions.

Limited service also has forced more than half of respondents to seek an alternative post office. "It is vital the Post Office delivers a model that meets its customer's needs, both now and in the future. Our research highlights some plus points, but also many warning lights which must be urgently addressed. This is a massive shift away from traditional sub-post offices and millions of customers shouldn't be asked to sacrifice quality of service for the sake of convenience," said Andy Burrows, post office expert at Consumer Focus.

The Post Office countered that "the aim of Post Office Local branches is to enhance customer convenience, particularly through extended opening hours - a fact noted within Consumer Focus's own report. Since the research that underpins the report was done last September, we have extended the product range available to our customers."

The government said it will continue to refine and develop its Post Office Local pilot program over the next year.

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