An ANGRY resident has slammed a new automated system at Solihull’s town centre post office in Drury Lane claiming it is inefficient and complicated.
Poet Rob Kelly, aged 58, from Knowle, is well-known in the borough for his rhyming verse, says he visits the branch once or twice a week and the new system was introduced during the past two to three weeks.
The system which has a computer style screen on a board as you enter the building close to the entrance with a member of staff on hand, allows post office users to take a ticket and choose an option from counter services, travel money or passport check and send.
Customers are then encouraged to take a seat or stand and are called to a counter through a number system which appears on a computer screen above the counters before being dealt with by staff.
In addition, a post-and-go computerised system is also available at the back of the building where people can buy stamps, weigh parcels or send overseas mail.
Mr Kelly said: “I don’t think this is a better system, it is less efficient than it was, it is ridiculous, I think you have to wait longer than before and you have to go through a computer system just to buy a stamp, it is more complicated.
“I can’t blame the staff, it is the system they have been thrown into. People are a lot more confused by it than they were before, especially the elderly and even some youngsters have been puzzled by it.”
Mat Wilkes, manager of the post office, said: “It is a new way of doing things, we are trying to modernise. The majority of comments we have had from the public have been positive and I feel it has improved the service definitely.
“Customers can still go to the counter and get help if they don’t want to use the new system.”
Jaquie Stenson, for Post Office Limited, said: “Last month we introduced a number of improvements as part of a national modernisation programme.
“We have introduced new services in addition to the traditional counter service, giving all our customers more choice in how they use the post office. The queue has been replaced by a ticketing system. The changes have been welcomed by the vast majority of our customers.”