Viscount, Lord Falkland, President of the IoC joined the presentation with Sarah Bell, Traffic Commisioner for the West of England.

Safety Award

Karen Cole MCIA

Institute of Couriers - Karen Cole introduction – October 2015

Karen Cole has devoted the past 15 years of her life to improving their safety.  Director of Safety and Training at the Motorcycle Industry Association (MCIA) and a Director of road safety charity RoadSafe, there are few individuals in the industry with access to such a large network of road safety and legislative influencers.

Over the last several years she has called on this network, to help create two major frameworks which have the potential to significantly impact the long term safety of riders, professional and leisure alike.

The first is a policy document, “Realising the Motorcycle Opportunity – A Motorcycle Safety and Transport Policy” framework, co-written with the National Police Chiefs’ Council (formerly ACPO), which puts forward compelling arguments for safely incorporating motorcycling into mainstream transport planning.

The second will improve the standard of training in the UK, through the development of an IMI Approved centre, known as the Motorcycle Industry Accreditation Centre (MCIAC). This has begun to deliver courses to motorcycle training businesses and their instructors, who are inspected annually and agree to have every single customer surveyed.

Industry Collaboration Distinction Award

Gnewt working with DX, Hermes and TNT on last-mile logistics

Gnewt Cargo is an award-winning, FORS accredited, last mile logistics company operating in the Central London congestion charge zone. Its vision is to build on and remain the zero emission delivery firm of choice in London and within city centres in the UK and across the globe. It was founded in 2009 with the mission to disrupt the logistics industry for the better, reducing pollution, particulate emissions and congestion while delivering better performance and door step experiences than any of it’s competitors. Gnewt has forged its way in a highly competitive market and done so by electric vehicle and so continues to disprove the theory that electric vehicles are not commercially viable. This mission has and continues to come to fruition. Gnewt Cargo has grown rapidly over the past 5 years (50% year on year) until this year where, with the success of a winning tender with our anchor client Hermes, the business has grown by over 150%, has been profitable every year and has had zero reliance on any external grant funding. It has attracted some of the largest courier and delivery firms in the country and today counts Hermes, TNT and DX as major clients.  We solely provide these delivery services for other carriers and small retailers such as Wiles Greenworld, using a fleet consisting of entirely electric vehicles. Gnewt covers deliveries and collections as well as more bespoke services within the congestion charge zone for it’s clients and operates from hubs in Central London.

Innovation Distinction Award

Yodel - data predicting future peak.

Yodel was chosen in recognition of its innovative work with its bespoke programme, ‘Have Your Say’.

The ‘Have your say’ tool helps recognise satisfaction but has also looked into the future. Aiding plans for peak activities such as Black Friday.

Dick Stead, "What started as a method of listening to customers has developed, the 'Have Your Say' survey now actively drives change throughout our business and helps us to innovate for the future."

This National Courier Awards nomination announcement adds to a hat trick of 2015 short listings for Yodel, already shortlisted for the UK Customer Experience Awards the CILT Annual Awards for Excellence & eCommerce awards.

To date, over 1.5 million customers have provided feedback on their Yodel delivery experience using Yodel's 'Have Your Say' survey. Developed in partnership with Voice of the Customer specialist, eDigitalResearch, the tool captures customers' real-time feedback on their latest Yodel delivery experience.

Looking into the future with the ‘Have your say’ tool. While only eight per cent of the shoppers surveyed placed an online order on Black Friday 2014, 30 per cent said that they will participate in the internet promotions this year. 6,371 people were surveyed by eDigitalResearch, between 16 and 22 June. The research forms part of an ongoing survey called 'Have Your Say' that reaches 4,000 Yodel customers every day. The bespoke survey is unique to Yodel and since its launch has garnered over 1.5 million responses.

‘Have your say’ view of the future - Black Friday 2015 could be four times more delievries than 2014

Technology Distinction Award

DX – Even More Secure

David Jacobs from DX accepts the award for Technology Distinction

DX has been the carrier of choice for banks, government departments and retailers for many years because of our specialism for sensitive deliveries where the impact of failure would be immense.

As well as all of our Couriers being security vetted DX introduced additional measures in order to improve the Customer Experience when delivering goods to private addresses.

For every delivery to a private address the Courier is now required to take a photograph on their hand held device and record additional details of the location.  Attendance at a delivery point when the customer is not at home is often disputed which effects the overall delivery experience of the customer and so DX have used technology in order to achieve significant improvements with ‘Card Left’ and ‘Leave Safe’ compliance. When a Customer Service enquiry is raised all of the information can be provided to the customer to confirm attendance\delivery.

DX is the first carrier to introduce this innovative approach to confirming deliveries\attendance.

For deliveries that are left in a safe place the Courier also has to take a photograph of the package in the actual location and record the location on the hand held.

While this process takes the Courier a few moments longer than with most other carriers, accuracy of delivery rather than overall speed is the key focus as this greatly improves the delivery experience for the customer.

Apprentice of the Year

Daniel Blay CEVA

Apprenctice of Year Daniel Blay CEVA accepts his award from Prof. Rod Dubrow-Marshall with Viscount  Lord Falkland and Peter Richardson Chair D2N2 LEP

‘outstanding learning and progression of apprentice in transport and logistics’

Daniel Blay CEVA (Daventry) (Telford College top apprentice for year) (age 19)

Part of the decision process for the client as an apprentice recognised by Telford College as best in year.

Daniel completed his apprenticeship in 12 months while full time at CEVA on the Rico photocopier contract, working in the technology sector on cost analysis. Bringing near same day delivery to technology sector client.  He achieved further top recognition from Telford College as best apprentice in year. Daniel is also set to be in the CEVA global award nominations for business innovation.

Ray Pickering is Daniels apprentice mentor at CEVA, ‘ Daniel was instrumental to the contract win for CEVA, he worked on the inbound logistics & planning, process to achieve a best fit client solution. Stock from Holland to warehouse by five am and then at client same day to achieve. Daniel was truly part of the decision process in the client win for this contract. Daniel brought strong IT knowledge and placed it into our systems delivery for the client, he then developed a delivery strategy to achieve the tightest delivery window for the client. All this in the environment of an apprentice new to our sector. I believe Daniel is set for management in our company.’ Daniels line director at CEVA is Steve Harding.

Lisa Smailes, Pearson Edexcell, ‘Daniel is a very worthy winner of the Apprentice of the Year Award. He has achieved so much in a short time, completing his apprenticeship with Telford College in 12 month, as well as winning other awards and being set as a CEVA global award nomination for business innovation. Daniel should be really please with all his accomplishments. It is clear how dedicated Daniel is to both his learning and his job and I am sure he will have a very successful career ahead of him in the logistics sector.’

Industry commendation for 50 years of excellence

Terry Room

50 years of excellence winner Terry Room CitySprint accepts his award from Prof. Rod Dubrow-Marshall with Viscount Lord Falkland

and two Founding Fellows of the IOC, Jeffrey Ritterband and Kevin Grey

Job title: Compliance Manager. Age: 72  Fifty years in the Industry, the last 20 with CitySprint, man and boy, 50 years, half a century!

Terry has done every role in the courier industry- sales, telephonist, courier, controller and operations king pin. For the past 3 years, Terry has been working in the compliance department as Compliance Manager. His current roles suits him well as he is a poacher turned game keeper, who knows all the tricks and the answers to the age old problems.

Terry demonstrates that you can teach an old dog new tricks. Terry has recently taken on the tricky subject of dangerous goods which has led to CitySprint being able to understand and deal with requests from clients who want to ship dangerous goods. Terry will always take the time to talk through details and solutions with telephonists and directors alike in a detailed and inclusive way. This enables staff at all levels to benefit from his wealth of experience and knowledge. Terry’s staff inductions are legendary….

Terry has been a solid team player in the industry for longer than many of the staff he works with have even been alive. Terry demonstrates how being over the retirement age should not be a barrier to providing a dynamic and worthwhile support role in an industry that needs both old school knowledge and innovation.

In my position, I never underestimate the value of experience. It can be a barrier of course, none more so than accepting change and we are certainly experiencing this with the digital transformation in the supply chain. It is the ability to recognise and hold on to the experience gained but be open and accepting of new landscapes. This is a quality that separates Terry.

It is a mix of the old and the new that will continue to support the business growth of CitySprint and Terry embodies this approach, for which I am really appreciative. I am truly grateful for his contributions over many years and look forward to many more to come.

Nominator, Citysprint ceo, Patrick A Gallagher