clientfeature
adecadeof bilingualism
Da Iawn! Royal Mail Group has been “We are extremely proud of what was launched in 1993, following the
given a deserved pat on the back for our businesses offer to customers in passing of the Welsh LanguageAct
providing a First Class bilingual Wales – through our products and 1993, there were just four team
service to customers in Gwent and services within Royal Mail and members taking calls on Post Office
the rest of Wales and the UK for a Parcelforce Worldwide and through services.
record 10 years. 1,150 Post Office branches in Wales. Now there is a team of 35 bilingual
Royal Mail Group was one of the “We aim to give equal status to the advisers working at the Welsh
first organisations to demonstrate its Welsh and English languages in all our Language Centre in Bangor, who deal
genuine commitment to Wales, the dealings with the public in Wales and on average with up to 1,200 calls a
Welsh language and Welsh culture, by our team of professional bilingual staff, day – 30 per cent from Welsh speaking
producing a bilingual public policy based at our Welsh Language Centre customers.
document 10 years ago. in Bangor, provide an excellent service Welsh Language Centre manager,
Celebration events were held at the to our Welsh speaking customers Hazel Hughes, said: “Customers ring
NationalAssembly of Wales in Cardiff across the globe.” up with all sorts of queries, from the
Bay and at the Welsh Language Since the scheme got underway at opening times of a post office to the
Centre in Bangor, home of the bilingual the end of 1997, bilingual services last posting dates for Christmas. They
call centre service. have grown with the times, with are always pleasantly surprised when
WelshAssembly Minister for electronic communication, available on the conversation in Welsh goes
Heritage Rhodri Glyn Thomas, guest company websites, being offered beyond the usual bi-lingual greeting.”
speaker at the Cardiff event, said: “I alongside written and verbal The one-stop customer care
welcome the commitment the Royal communications. service – one of many which operate
Mail has shown towards the Welsh The Welsh Language Board has across the UK – provides bi-lingual
language through this scheme over the heralded this year’s 10th anniversary information on all The Post Office
past decade. of the scheme as a landmark businesses, including Post Office
“They are an example to other achievement, demonstrating the Counters, Royal Mail and Parcelforce
public sector organisations, especially company’s continuing pledge to offer Worldwide.
with the success of their Welsh bilingual services in Wales. The organisation’s aim now is to
language helpline. I hope the Royal “Royal Mail Group is demonstrating increase this percentage by
Mail will continue with their positive a clear commitment to customers who highlighting the dedicated Welsh
attitude towards the Welsh language in choose a Welsh language service,” language helpline to all potential
the future.” said Welsh Language Board, chief callers and the general public.
Huw Roberts, director of Welsh executive, Meirion Prys Jones.
affairs, Royal Mail Group, said: “We The number of calls to the Welsh
remain as committed now, as we were Language Centre in Bangor has also • The dedicated Welsh language
a decade ago, to maintaining and increased year on year. hotline for customers is
developing our bilingual services. When a Welsh speaking helpline 08457 468 469.
Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52