We are delivering a massive modernisation programme, restoring profitability and driving up service to customers. Royal Mail is being transformed. "Recently, there have been few plaudits for postmen and women but I believe they can take pride in the progress achieved since Royal Mail's three-year renewal plan was launched 2½ years ago. "The focus on achieving consistent, high quality service – Royal Mail's number one priority – is showing positive results." Adam Crozier, Chief Executive, stressed that the operational changes to introduce a single daily delivery, streamline the transport operation and improve efficiency at mail centres were now "almost complete". Mr Crozier said: "Although we still have some way to go, I'm pleased that in the second quarter of the year, there have been significant improvements across the range of our products with significant service improvements for both large and small businesses, and for individual consumers." (gmcg/sp)