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April/May 2013


REAL-TIME SURVEY HIGHLIGHTS PCC SESSION Delivering Solutions

PCC members at the National Postal Forum took part in a survey to give USPS executives direct feedback on working with USPS.

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FULL-SERVICE IMb SET FOR JANUARY IMb barcode

Mailers who want to continue taking advantage of automation prices for First-Class Mail and other classes will have to use the Full-Service Intelligent Mail barcode starting next Jan. 26.

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INTERCEPT, RETURN OR REDIRECT Laptop with browser set to USPS.com

The Postal Service has improved its Package Intercept application.

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MOBILE COUPON/CLICK-TO-CALL PROMOTION Marketing Strategy

More than 500 business customers registered for the Direct Mail Mobile Coupon/Click-to-Call promotion. More promotions are scheduled for 2013.

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MOBILE TECHNOLOGY — FUTURE IS NOW VP John Edgar

Information Technology VP John Edgar talks about the Postal Service’s experiences with mobile technology.

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BEST PCC PRACTICES — KNOWLEDGE IS POWER Meagan Brennan

USPS chief operating officer Meagan Brennan recently gave five PCC chapters a report on the Postal Service’s efforts to return it to long-term financial stability.

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MAIL CENTER SECURITY Image of a Mailroom

Could you use some help with mail room security?

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REAL-TIME SURVEY HIGHLIGHTS PCC SESSION AT NATIONAL POSTAL FORUM

Postal Customer Council (PCC) members at this year’s National Postal Forum (NPF) took part in an interactive, real-time electronic survey to give postal executives direct feedback on how they feel about working with USPS. Using hand-held devices, the real-time survey was introduced at the 2012 Forum and was popular enough for an encore this year.

“It has struck me many times, how fortunate the Postal Service is to have the PCC as a communications vehicle,” Deputy Postmaster General Ron Stroman told PCC representatives at their NPF opening session. “We have a way to receive your feedback on ideas, on our service and on ways to work stronger together.”

A top issue reported last year — the need to have Business Mail Entry Units (BMEUs) resolve issues quickly for mailers — received close attention. Chief Operating Officer Megan Brennan reported that additional training for BMEU employees has started, and outreach to customers, such as periodic webinars, also is continuing. “We’re focused on consistent, reliable service for you,” said Brennan.

Stroman said he has taken on the cause of improving the customer experience as a personal and professional goal. “I have traveled to Chicago, Los Angeles, New York City and Houston, among other cities,” he said. “I have talked with Postmasters, supervisors and our employees about why providing outstanding customer service is essential. I have carried your message for you, so issues can be resolved.

USPS also is reviewing its customer satisfaction measurement system, Stroman said. “The bottom line is that our success depends on meeting customer needs and growing business together,” he said. “We need to make sure we’re measuring the right metrics necessary to grow your business.”

Stroman closed with a commitment to support PCCs nationwide. “Our PCC network has been a pillar of our business for the past 50 years,” he said. “As we build our business for the next 50 years, PCCs will continue to be an integral part of our business.”

Having the responses to the survey questions is great information. However, it’s even more important to know the key factors that are influencing the results. PCCs should continue identifying and discussing these factors at the local level. The next step is to further discuss and share them at the 18 Postal Customer Cafés scheduled this June.

Other ways to provide feedback are at the time Postal Service (USPS) headquarters officers and executives participate at local PCC events, as well as sending your feedback to the PCC mailbox at PCC@usps.gov. Continuing to work together as mutual partners will pave the way to a successful end game: improved customer service and business growth for both parties.

Click here to review the results of this year’s survey.

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FULL SERVICE IMb REQUIREMENT SET FOR JANUARY

Mailers who want to continue taking advantage of automation prices for First-Class Mail, Standard Mail, Periodicals and Bound Printed Matter will have to use the Full-Service Intelligent Mail barcode (IMb) starting Jan. 26, 2014.

The final rule for the implementation of the Full-Service Intelligent Mail requirements for automation prices appears in the April 18 issue of the Federal Register.

Additional information can be found on the RIBBS website. The “Latest News” tab under Intelligent Mail Services has the most recent information on Full-Service IMb — including electronic documentation and the simplified approval process.

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INTERCEPT, RETURN OR REDIRECT

The Postal Service has improved its Package Intercept application.

With this service, customers can have a mailpiece returned or redirected before delivery. Mail is intercepted at the initial destination delivery unit.

For commercial mailers, the service includes an online registration process at the usps.com Business Customer Gateway. Among recent enhancements are a daily email that consolidates all closed requests and a redesigned detail page that includes information on postage, fees paid and class of mail.

Package Intercept service is available for domestic letters, flats and packages with a tracking barcode. It’s not available for Standard Mail and Periodicals. The new service replaces the “recall of mail” process.

Additional options, such as redirecting a shipment to a new address or to a Post Office as Hold For Pickup service, are available for customers who use the online commercial application.

For more details about USPS Package Intercept service, refer to the Domestic Mail Manual.

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DIRECT MAIL MOBILE COUPON/CLICK-TO-CALL PROMOTION

More than 500 business customers registered for the Direct Mail Mobile Coupon/Click-to-Call Promotion, which ran through April 30, 2013.

The first of six promotions the Postal Service is offering in 2013, it was an opportunity for mailers to integrate mobile barcode technologies, such as QR codes, in their direct mail. Registered mailers received an upfront 2 percent discount on postage.

Consumers who receive integrated mailings could scan a mobile barcode for coupons to store on their mobile devices. The barcode also lets a consumer “click-to-call” — or make a phone call using a mobile device.

This summer, USPS will launch three more promotions — Product Samples, Picture Permit, and Emerging Technologies. These promotions will help mailers acquire new customers, build brand awareness, and integrate mobile technologies with direct mail to improve consumer experience.

For additional information, and to register for these promotions, visit the promotion page on RIBBS.

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MOBILE TECHNOLOGY — FUTURE IS NOW

Information Technology VP John Edgar recently gave a presentation on the Postal Service’s experiences with mobile technology.

Edgar told an audience of government and private sector IT executives that “mobile solutions are essential in using data more effectively and efficiently and transforming our operations.”

He added the Postal Service has a significant mobile presence. “Externally, our consumer mobile applications have been downloaded more than 2.7 million times,” said Edgar. “Internally, mobile technologies are enabling our transformation to real time data usage, with our current focus in package tracking.”

Edgar appeared at the third annual MobileGov Summit in Washington, DC.

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BEST PCC PRACTICES BRENNAN VISITS SOUTHERN CALIFORNIA POSTAL CUSTOMER COUNCILS

USPS Chief Operating Officer Megan Brennan recently gave five Southern California Postal Customer Councils a report on the Postal Service’s efforts to help return the Postal Service to long-term financial stability.

Brennan said USPS is the hub of a $1.3 trillion mailing industry employing 8.4 million Americans. But she added USPS has severe financial problems which, if not corrected, could result in a $20 billion budget gap by 2020.

USPS is seeking a package of legislative remedies to change current law and help create a workable business model. Until Congress acts, Brennan said USPS will continue to assertively manage costs within its control and authority. “We will never stop looking for opportunities to reduce costs in mail processing, delivery and retail networks as Americans adjust the way they use the Postal Service,” she said. “We must continue to right-size our infrastructure.”

Brennan also told attendees that USPS is aggressively seeking new sources of revenue, including growing its shipping business. “There are three critical factors that customers demand ― on-time delivery, ease of use and visibility,” said Brennan. “We are using technology available today, such as Global Positioning Systems and real-time communications, to effectively reduce our data posting time from five hours to 20 minutes.”

Participating in the meeting were the Los Angeles, Santa Ana, Van Nuys, Inland Empire and San Diego PCC chapters.

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MAIL CENTER SECURITY

Every business has different needs — especially when it comes to mail security.

Now, Inspectors from the U. S. Postal Inspection Service are available to review mail center operations. These security reviews can pinpoint risks that could lead to mail theft or open the door to other security issues.

Inspectors also can schedule a workshop for a company’s mail center employees to educate them on how to handle suspicious mail and deliver tips to help improve security for businesses and their employees.

For more information, or to schedule a visit from the Inspection Service, call 877-876-2455 (press 5).

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KEEPING POSTED

PCC Week 2013 — Sept. 16-20, 2013

PCC Cafés

Date

Time

Click on the link below to register

Monday, June 03, 2013

10 a.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=994276602

2 p.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=994677637

Wednesday, June 05, 2013

10 a.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=990557482

2 p.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=998626105

Monday, June 10, 2013

10 a.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=993681624

2 p.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=993818869

Thursday, June 13, 2013

10 a.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=996541381

2 p.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=991121177

Monday, June 17, 2013

10 a.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=995099468

2 p.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=994738033

Wednesday, June 19, 2013

10 a.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=999607987

2 p.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=990811411

Monday, June 24, 2013

10 a.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=990189982

2 p.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=995737365

Wednesday, June 26, 2013

10 a.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=996365224

2 p.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=999393685

Thursday, June 27, 2013

10 a.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=999577088

2 p.m. EST

https://usps.webex.com/usps/onstage/g.php?t=a&d=991164721

INFO@USPS

YOUR LINKS TO MAILING RESOURCES

U.S. Postal Service: usps.com
National PCC Network: usps.com/pcc
RIBBS: ribbs.usps.gov
Questions? Comments? Send an email to pccinsider@usps.gov
Sign up for PCC Insider at usps.com/pcc, select “PCC Insider Registration”
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