Getting the timing right - Making the most of quieter times for deliveries
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Getting the timing right Making the most of quieter times for deliveries
About the Re-timing Deliveries Consortium Freight industry representatives, retailers and London boroughs have come together to form the Re-timing Deliveries Consortium and change perceptions about the best times to make and receive deliveries during the day and night. Working within existing regulations, the Consortium is re-timing deliveries to the participating retailers’ stores within the member boroughs. This is the first time the challenges, impacts and benefits of re-timing deliveries have been assessed on such a scale. The work is showing what can be achieved when different organisations work in partnership effectively. 2
Contents
Timing it right . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . page 4
Working together to re-time. . . . . . . . . . . . . . . . . . . . . . . page 6
Local authorities – benefits and considerations. . . . page 8
Businesses – benefits and considerations. . . . . . . . . page 12
Fleet operators – benefits and considerations. . . . . page 14
Moving towards re-timing . . . . . . . . . . . . . . . . . . . . . . . . page 18
3
Timing it right
It can be pressing, precious, The online shopping revolution Organisations on both the supply
well spent or even wasted. Yet has brought a sharp rise in the and demand sides of the freight
however we choose to use number of home deliveries and industry are already working
our time, it’s undoubtedly a in customers’ expectations, together to adapt, and are finding
valuable commodity in bustling, meaning that parcels are that even small adjustments can
modern cities. delivered where and when deliver major benefits, including
people want them. And with time and cost savings.
In any area with limited road London’s population predicted
space, congestion is inevitable to reach 10 million by 2030, the With only so many hours in
if everyone travels at the same challenges of making and the day to get things done,
time. Unsurprisingly, roads in receiving deliveries are only likely avoiding the busiest times for
London are busiest between to become more demanding deliveries can lead to other
07:00 and 11:00 on Mondays over coming years. benefits: for example, staff can
to Fridays, as the city gears up concentrate on offering a better
for the traditional working day. With this is mind, ensuring that service to customers rather than
deliveries are completed at the receiving deliveries.
Goods vehicles account for a most efficient, convenient and
quarter of all traffic in the Capital mutually beneficial time is crucial Streets are also safer, as goods
during this peak period. As a for everyone involved. vehicles and vulnerable road
result, unpredictable journey users are less likely to travel at
times, inaccessible loading bays This doesn’t mean established similar times, while reduced
and missed delivery slots are ways of working are redundant. congestion will help to improve
common concerns for all involved Nor does it mean that delivering air quality.
in making and receiving deliveries. overnight is the only option.
4
About this guidance
This guide aims to help local authorities, businesses and fleet operators make the
most of the opportunities that re-timing deliveries can offer, outlining the benefits and
key issues to consider when planning deliveries.
Drawing on the Re-timing Deliveries Consortium’s experience, the advice offered is
largely based on lessons learnt in the retail sector. Although each organisation is
different, most of the principles should be equally relevant to other sectors and can be
adapted to suit your specific circumstances.
It won’t always be feasible to make deliveries earlier or later and, where re-timing is
an option, there are sometimes challenges in doing so: vehicle noise can be more
disruptive when there is less traffic on the roads, for example. However, these issues
are by no means insurmountable and the guidance outlines how common concerns
can be tackled by working together.
5
Working together
to re-time
The issues that affect re-timing Early, candid conversations help The road to re-timing process
options vary depending on the everyone to understand each map below shows the importance
type of delivery and the site other’s priorities and the mutual of bringing stakeholders together
involved. To get the timing right, benefits of getting the timing early, while the table to the right
it’s essential to ensure the right right. Solutions can then be explains who needs to be involved.
people are involved in the developed to meet everyone’s
process from the outset. objectives and issues can be The following sections outline the
ironed out as they arise. benefits of re-timing to each party
and the main points to bear in mind.
The road to re-timing
Key stakeholder meeting Site assessment Action plan Re-time Review and revise
Hold initial discussion Visit site and area Confirm delivery Start new Analyse impacts
between local to identify adjustments, including: approach on all stakeholders
authority, business operational or local – Revised timings
and fleet operator access constraints Monitor Consider refining
and supply chain benefits and practices, if
Identify potential sites Commission operations issues for necessary
independent – Access or traffic business and
Commit to ongoing assessment, if order changes local area Agree criteria
involvement required for longer-term
– Site, technology or Record results changes
Ensure other parties Evaluate business equipment changes
are kept up-to-date case and confirm If unsuccessful:
with progress feasibility Inform staff, residents use lessons and
and customers consider other sites
Define monitoring plan
Agree implementation
criteria (eg six
month pilot)
Confirm start date
• Embed into business-as-usual practices •
6
The main parties and their key contributions are:
Contribution Local Fleet
authorities Businesses operators
Identify opportunities to re-time deliveries
Provide area and site-specific information
Provide routing, scheduling and delivery information
Represent interests of local residents
Review traffic orders and other restrictions
Review current and potential operations
Contribute to re-timing action plans
Implement changes to enable deliveries to be re-timed
Develop business case
Influence local transport strategy to encourage re-timed deliveries
7
Local authorities
Local authorities play a vital role in encouraging deliveries at different times.
As well as supporting the local economy by helping businesses to operate more efficiently,
borough officers are ideally placed to make sure that any changes are introduced without
adversely affecting residents.
Providing that deliveries are completed quietly, spreading them more evenly throughout
the day ensures a better environment for businesses, residents and visitors to the area.
Other benefits include:
s
Safer streets, with less risk of collisions between goods vehicles and
vulnerable road users
s
Reduced congestion and more efficient use of on-street loading facilities
Air quality improvements, as traffic moves around the area more easily
s
Identify re-timing opportunities Use existing information
Considerations
Focus on individual businesses Sourcing the right information
Planning and development Do any businesses have a lot helps you assess the pros and
control, traffic, and environmental of local sites? If so, re-timing cons of a re-timing proposal and
health teams all play an essential deliveries to all of these sites suggest tailored measures to
part in the re-timing of deliveries. could make a real difference locally improve it. For example, it’s
Working together helps ensure useful to understand:
the benefits of re-timing activity Focus on an area
are realised, sustained and Are there any local areas which • Noise levels in the area
developed in the future. include lots of delivery sites?
• Local traffic flows, congestion
If so, work with all these
and air quality
The icons below indicate which businesses to spread deliveries
considerations are most relevant more evenly • Plans for the area (for
to which teams: example, a potential increase
in residential properties)
Planning and development control
• The resources of the business
Traffic and highways proposing to make the delivery
Environmental health
8
Delivery note
: engaging re
sidents
Complaints may
be
change in routin made against re-timed deliver
e. The Re-timing ies because they
independent as D re
sessment throug eliveries Consortium found that present a
Abatement Socie h a third party or completing an
ty ganisation, such
The Consortium (NAS), is an effective way of fin as th
adopted the follo ding out the natu e Noise
wing approach re
1) Senior loca for engaging with of an issue.
l authority officia residents:
decided whether ls were briefed
to inform electe ab ou t th e proposed chan
d members on ge and
2) When electe a case-by-case
d members need basis
to pre-empt likel ed to be aware,
y questions. The a briefin
Improving re-timing activity g note was circulated
3) Any complai then started
nts from reside
air quality authority or the nts were made
either di
on-site store m
investigated, po anager. While th rectly to the local
ster e com
disturbance wer s advertising the NAS’s 24-hou plaints were
e displayed on-s r helpline for no
ite ise
4) If the compl
aints continued,
NAS. A working they were indepe
group of local au ndently investig
was set up to an thority officers, ated by the
alyse and ease NA
the potential ca S, retailers and operators
use(s) of the dist
urbance
Record the results Representing residents’ interests Enforcement as a last resort
• Tracking the success of • Balance the benefits of re- • Two-year enforcement
re-timed deliveries (and any timing deliveries, including restrictions affect future re-
related planning restrictions reduced congestion and air timing options. As business
and complaints) across quality improvements, with activities at specific sites may
your borough, helps you potential impacts for residents, change in this time, explore all
understand the likely impacts such as increased noise at other options first
of future proposals and otherwise quieter times
• Imposing restrictions on large
make faster, more informed
• Decide who needs to be aware goods vehicles could create
decisions
of re-timed deliveries and the congestion, as smaller
• Gathering evidence of the best ways of informing them. vehicles may need to make
benefits of re-timed deliveries Remember, re-timing largely more journeys to deliver the
encourages more businesses goes unnoticed when it’s done same amount
to adopt best practice and well, though the scale and
reassures residents that their nature of the changes are likely
interests are being protected to decide the level of
engagement needed locally
• This evidence base also
allows you to build a profile of • If you receive complaints about
re-timing activity in an area, re-timed deliveries, try to
which helps you assess (and understand why the problem
predict) the likely impact of arose and how it could be
any re-timing proposals avoided. Before rescinding
permission for deliveries at
different times, work with the
retailer and operator to resolve
the issue
9
Local authorities (continued)
Reduced
congestion
Planning applications and new developments
Considerations
• Getting the infrastructure • The growth of online
for deliveries right from the shopping means people
Existing premises outset can save the time are receiving more home
and money needed to adapt deliveries. The inclusion of
existing sites later on a secure delivery point within
• As businesses and site uses new residential developments
• Review the design of the
change, historic planning is just as important as at
delivery point in any
conditions and restrictions business premises
proposed new development
may no longer apply
to ensure deliveries can be • Work with the developer
• Investigate existing conditions made at any time – for and businesses to identify
and restrictions, and update example, could loading appropriate times for
them if necessary areas be enclosed or sound- deliveries, rather than
proofed to reduce noise? enforcing restrictions
10Delivery note:
nt orders
traffic manageme
Delivery n
o
review pla te:
ress
e Re -ti m in g De liv er ies Consortium’s prog ent
Th em
views of traffic manag n
conditions ning
has been helped by re ge s th at
t boroughs. Chan
orders in the relevan
de:
have been tested inclu Out-dated p
gth of delivery bays lan
may restrict ning conditions
1) Extending the len de
to let larger vehicles
make options. The livery timing
2) Lowering kerbs R
Consortium e-timing Deliveries
fewer deliveries planning co
is reviewing
lines
Re co ns id er in g sin gle and double yellow ndit
the 1950s to ions dating from
3) a
y restrictions from 20
to 40 the restrictio ssess whether
4) Am en di ng de liv er ns still apply
.
or even 60 minutes
:00–
an gi ng loa di ng on ly restrictions from 10
5) Ch
0
16:00 to 19:00–23:0
Traffic management orders
• Review traffic orders to allow
deliveries to be more efficient
• Assess whether changing
current loading restrictions
could encourage re-timing
• Minor changes, such as
altering a loading bay’s
hours of operation, can be
piloted before decisions
are made about any longer-
term changes
• Testing approaches in this
way avoids the need for
expensive infrastructure
changes and means future
improvements can be
made more easily
11Businesses
Ensuring that deliveries arrive at the right time for your business saves time and money.
Work with suppliers and local authorities to identify more efficient ways of working and
reap the benefits, such as:
s s
More cost-effective deliveries, at a time to suit you
More reliable delivery patterns, as journeys are less likely to be delayed by
congestion, enabling you to plan the working day more effectively
s
A better experience for your customers if products are always available when
they want them, premises are clear of delivery equipment and staff have more
time to focus on offering a good service
s
Being a better neighbour and enhancing your corporate social responsibility by
reducing the number of vehicles delivering to your site
Share information Assessing existing sites
Considerations
• Discussing your plans early • Do a site assessment to
helps borough officers and improve your understanding
suppliers to understand your of the immediate
Building the business case needs and explore options environment and identify
that work for everyone potential challenges
• Re-timing deliveries can save
• By recognising the local • Check whether any
money, but some investment
authority’s perspective, you planning, loading or noise
might be needed at first to
can work towards building its restrictions apply
make it work. Ensure the
confidence in your operational
business case adds up and • Review space and storage
capability. Sharing your policy
look at what could be adapted requirements which may affect
documents to show how you
to improve your return the suitability of deliveries at
will work (including your
alternative times
• Consider how re-timing could processes, equipment and
enhance your business, such training) could help address
as ensuring stock is available concerns
when you need it, or delivering
outstanding customer service
Finding suitable sites
• If your organisation runs
its own fleet of vehicles,
• Work with the local authority
could moving to different
to identify mutually beneficial
delivery times help you avoid
locations to re-time deliveries
Penalty Charge Notices at
particular sites?
12Delivery note
Delivery note: :
ealth the right site
Environmental H es s
tic
Officer (EHO) no
The Re-timing
De
st ig at e noise disturbanc
es. Consortium is liveries
du ty to in ve achieving a ste
EHOs have a change in re-t p
d, EHOs can issue: iming activity b
If problems are foun delivering at d y
tion if the ifferent times to
A w ar ni ng – a no tice of intended ac the member re
tailers’ outlets
1)
within the part
situation continues icip
boroughs, maxi ating
2) Notice or orde
r prohibiting activity mis
benefits for eve ing the
eries ryone.
lvi ng EH Os ea rly , the Re-timing Deliv a
By invo create
rs found they could
Consortium membe er and
nship with the offic
good working relatio en t.
ohibitive enforcem
reduce the risk of pr
notices
th e re as on s why previous EHO
Lear ni ng iming
su ed ca n he lp en sure that future re-t
were is sitively.
y to be received po
activity is more likel
Save time
and money
New sites Staffing • Ensure site staff understand the
importance of quiet practices,
• When identifying new • Assess whether enough staff such as not slamming doors
sites, find out as early as will be available when you and not talking loudly outside
possible the best time to want to make and receive delivery points
receive deliveries deliveries
• Consider whether anyone
• Plan the design of the delivery • Having staff available to actually needs to be there
point carefully to boost your receive deliveries when the to accept the delivery. If you
options for delivery times and business is otherwise closed have access to a secure
the vehicle sizes that can be may be more productive and location, goods can be left
accommodated minimise disruption for there and processed at a
customers more convenient time
• Decide whether staff roles
Supply chain can be expanded to improve
efficiency – for example,
• If you operate on a business- could security personnel
to-business basis, work receive deliveries outside of
with your customers and business hours?
suppliers to ensure any
• Think about the implications
changes in delivery times
of any changes for staff (eg
allow for onward despatch
impacts on their contracted
hours and/or their safe travel
to and from work) and
ensure they are aware of,
and happy with, the plans
13Fleet operators
Work with your customers and relevant local authorities to complete deliveries at different times,
and make the most of benefits such as:
s
Fewer Penalty Charge Notices and related administration costs, by delivering at times when
restrictions do not apply
s s s s
Fuel savings, by avoiding congested areas at peak times
More efficient usage of your fleet, by completing more journeys in the same time frame
Better customer service, through improved delivery and journey time reliability
Safer journeys – vehicles travelling at quieter times are less likely to be involved in an
incident with vulnerable road users
s s
Enhanced corporate social responsibility, through fewer harmful emissions from your vehicles
Less congested – and less stressful – journeys for drivers
Coordinate the conversation Location
Considerations
• As a service provider in a • Work with your customers
competitive market, you need to decide if their sites are
to provide a high level of suitable for re-timed deliveries
Analyse delivery options customer service and ask if anyone else delivers
at other times
• Your understanding of both
• Understanding the
delivery point and road • Analyse journey times to
parameters of a delivery
challenges, including local identify potential sites – this
is crucial to assess the
congestion, makes you ideally helps you understand the
potential for re-timing.
placed to coordinate benefits of re-timing certain
Identify the pre-requisites
conversations between your deliveries and supports your
for deliveries – and which
customers and local authorities business case
elements could be adapted –
to become more efficient • Clearly explain why you need to • Identify times to avoid – for
change delivery times and the example, if there is a school
benefits it will bring to all nearby, try not to deliver at the
start or end of the school day
• If a customer places an order
with you for delivery at a busy
time of day (for example, before
10:00), discuss the need for
that specific time and explain
the benefits of alternatives
• Including the relevant local
authority’s EHO in the
discussion should make it
easier to resolve any issues
14Delivery note
:
bring out the
te:
Delivery no improvements benefits
productivity
The Departmen
t for
on that Transport’s Qui
’s a c o m m o n misconcepti eries were et
It
overnight deliv Deliveries Demon
restrictions on g the London 2012 Scheme sugges ration
st
rin
suspended du lympic Games. Even fleet operators of
ted that
Para
Olympic and ained in not feel comfort
ten do
strictions rem able
though the re ess improved delivery negotiating the
sin
effect, one bu ndon during this period, times with their
delivery
Lo
productivity in r cent of its deliveries clients.
pe
by making 30 nd 04:00. However, operat
ors
between 22:0
0a a key role to play have
in
bringing their cu
stomers
and local author
ities
together; focusi
ng on the
benefits to all ca
n he
engage the differ lp
ent
parties in the di
scussion.
Customer requirements
• Your customers may not
appreciate the issues which
affect your operation – work
together to develop solutions
that benefit you both
• Save time and money by
getting things right with new
customers from the outset,
instead of making changes later
• Find out whether the client
needs deliveries at a certain
time of day, and why (for
example, staff shift patterns), so
you can suggest alternatives
• Propose different approaches
to resolve these issues – for
example, if the customer has a
secure storage area, could the
delivery be left there and
processed later at a more
convenient time?
15Fleet operators (continued) Delivery no
t
London Lor e:
r
Scheme (LL y Control
CS)
1) London C
ouncils
the movemen operates the LLCS, to c
to ontr
in weight at n f HGVs exceeding 18 ton ol
ight and at w nes
minimise nois eek
e disruption to ends, and
2) The sche residents
Fuel me is not a lo
do not apply rry ban and re
to delivery po stricti
savings control vehic ints, but it do ons
le m es
network of ro ovements to prioritise a
ads at these core
times
3) If you ne
ed to dri
road while th ve an HGV on a restricte
es d
can apply for cheme is operational, you
a free permit
to do so
4) Find out
more from th
website – ww e Londo
w.londoncou n Councils
ncils.gov.uk/s
ervices
Local regulatory frameworks
• Local authority officers can
help you understand their
regulatory frameworks and
how they affect your
operation. This makes it easier
to identify times when you’re
less likely to be affected by
multiple regulations
16Delivery
ote: n
Delivery n do chain re ote:
s action
regulation be
o
not need t Re-timing
D
restrictive members elivery Consortium
continue to
representa work with
ti
es inbound a ves from both their
ing Deliveri nd
This ensu outbound supply c
The Re-tim s found that
ha res an un
Consortium lations don’t delivery c derstandin hains.
gu ap go
on-street re wed 24-hour p acity throughout a f
b e v ie eriod, sev
need to en days a
. T hey can help week.
negatively k of operators
ris
reduce the s by
f restriction
falling foul o elivery and
gd
encouragin ity when the
tiv
servicing c n’t apply.
a
do
regulations
Supply chain Staff training and information Equipment
• Think about the impacts of any • Before delivery timings • Investing in quieter
delivery time changes on your change, ensure drivers and equipment, such as roll
supply chain – for example, will delivery staff understand cages or vehicle technology
you need to change the times what is expected of them makes re-timing easier
of your deliveries into your
• Assess each site to make • Make sure the vehicles
distribution depot, to meet the
sure drivers fully understand used are appropriate for
new timings that goods will
the requirements for each the site and the deliveries;
need to leave?
individual delivery consider safer, cleaner,
more efficient vehicles
when renewing your fleet
17Moving towards
re-timing
This guidance will help you get As part of the service, TfL will: • Provide support to help work
started on the road to re-timing. through any issues that arise
• Assist in ensuring all once deliveries are being
For further support, Transport stakeholders are willing to made at the new time
for London (TfL) offers a participate
‘matchmaking’ service for
• Work with you to develop
businesses and boroughs
an action plan
to nominate sites that
would benefit from different • Maintain contact with all
delivery times. parties to help implement
the plan
Email freight@tfl.gov.uk
to find out more and
register your interest in
the service.
Further information
London Councils – operator of the London Lorry Control Scheme (LLCS)
www.londoncouncils.gov.uk/services
Noise Abatement Society
www.noiseabatementsociety.com
Department for Transport – Quiet Deliveries Demonstration Scheme
www.gov.uk/government/publications/quiet-deliveries-demonstration-scheme
TfL – re-timing information and guidance on operating restrictions
www.tfl.gov.uk/info-for/freight/moving-freight-efficiently
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