Royal Mail Group - Annual Report 2011

This document sets out in detail the Group's business and operational performance in a challenging and changing market; reporting our position and providing the results of operations across the business. This year, we have also changed the way we report by including chapters, for example, about our commitment to modernising Royal Mail and to more transparency where possible. In addition, there are dedicated sections on our people, our customers, community and regulation. Download full Annual Report as PDF (856KB).

Royal Mail Group (‘the Group’) is unique in reaching everyone in the UK through its mails, Post Office and parcels businesses. The Group is a key component of the UK’s economic and social infrastructure, providing services to private individuals, companies and communities.

The Group is the sole provider of the UK’s Universal Service. It does so for some of the lowest prices in Europe. Every working day, the business processes and delivers around 62 million items to 28.8 million UK addresses.

Each year, our European and UK express parcels businesses – General Logistics Systems (GLS) and Parcelforce Worldwide – handle some 423 million parcels. In 11,820 Post Office branches, we serve around 20 million customers every week.

The business is changing fast. The Group is modernising its mails business to make it more efficient, effective and customer responsive. The Post Office is transforming its branch network in response to changing customer needs and the demands of a modern and dynamic business.