1 MTAC Workgroup 117 October 12, 2007 Washington DC

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MTAC Workgroup 117

October 12, 2007

Washington DC

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PPostalostalOOnene!!®®PPostalostalOOnene!!®®

Electronic Mail Improvement Reporting

(eMIR)

Electronic Mail Improvement Reporting

(eMIR)

Marketing Technology & Channel Management

3

eMIR & Mail QualityeMIR & Mail Quality

History

Program Overview»Business Process

»System Process

Improving Mail Quality»Bundle Breakage Blitzes

» “Perfect Bundle” Preparation

Customer Reports

4

MTAC workgroup consisting of consortium of Mail Industry

Members, USPS Operations and Marketing SystemsObjective

» Find solutions to business mailing preparation problems impacting USPS processing operations

» Improve service

» Increase productivity and customer satisfaction

» Save costs

Cooperative effort between USPS Operations, Business Service Network & Business Mail Acceptance personnel

Deployed in Fall of 2004 to Operations, BMC & plant sites

eMIR HistoryeMIR History

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Current PS Form 3749 process was ineffective & inefficient» Many customers never saw the PS Form 3749

» Paper process was not conducive to BMEU follow-up

» Mail processing employees never saw improvements

BSN process only manages National & Premier Accounts» Contacts often were not at the necessary process owner level

» Information was not available to the origin BMEU

Need for technical solutions to facilitate business process improvement» Inability to centralize information for analytical capabilities

» Inability to share information across functional process areas

eMIR Process AnalysiseMIR Process Analysis

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Implement Web-enabled business process improvement that:

Identifies issues impacting efficient mail processing of business mailings

Informs – process owners of identified deficiencies and impacts to mailing efficiency

Improves – business processes through information management and reporting capabilities

eMIR Program ObjectiveeMIR Program Objective

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BMEUBMEUBMEUBMEU

CustomersCustomersCustomersCustomers

BSNBSNBSNBSN

OperationsOperationsFacilitiesFacilities

OperationsOperationsFacilitiesFacilities

PostalOne!PostalOne!eMIReMIR

PostalOne!PostalOne!eMIReMIR

Links All Parties in Communication Loop

eMIReMIR

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Mail preparation problems found in postal processing are reported in eMIR by operations personnel

If identified as a managed account, the report is forwarded to the BSN through an interface with the iBSN System» BSN receives as a service request

» BMEU receives a copy of the report for information purposes

If the report is for a non-managed account, it is routed to the BMEU identified as the point of entry

eMIR Business ProcesseMIR Business Process

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USPS Business Mail

Entry

PostalOne!

USPS Business Service Network

Managed Account?

iBSN

Report Routing

Operations


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BSN / BMEU investigates issue, makes customer contact and closes report

Resolution information available to all parties

»USPS personnel

»Customers

BMEU automatically notified when mailer with a previous reported mail preparation issue submits a mailing


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Step 1: Enter facility information regarding where the processing issue was encountered.

Step 1: Enter facility information regarding where the processing issue was encountered.

Problem Entry

eMIR System ProcesseMIR System Process

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Step 2: Collects informationabout the method of postagepayment

Step 2: Collects informationabout the method of postagepayment

Problem Entry


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Step 3: Identify theOwner and / or PreparerStep 3: Identify theOwner and / or Preparer

Problem Entry


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Step 4: Collects detailedinformation about themailpiece / mailing beginningwith container information

Step 4: Collects detailedinformation about themailpiece / mailing beginningwith container information

Problem Entry


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eMIR provides capability to attach images for container, mailpiece, and problem information

eMIR provides capability to attach images for container, mailpiece, and problem information

Problem Entry


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Mailpiece information continueswith description & characteristicsMailpiece information continueswith description & characteristics

Problem Entry


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Collects detailedinformation about thenature of the problem

Collects detailedinformation about thenature of the problem

Problem Entry


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Problem Entry


The problem record is thenrouted to the origin BMEUor BSN for resolution

The problem record is thenrouted to the origin BMEUor BSN for resolution

Any Owner Any Preparer

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Problem Resolution


ABC

ABC

ABC

ABC

Select report that you want to view / resolveSelect report that you want to view / resolve

CBA

CBA

CBA

CBA

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Problem Resolution

User selects a resolution option.User selects a resolution option.

ANY MAILER


ANY PREPARER

ANY PERIODICALS TITLE

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When a mailer with a previous reported mail preparation issue submits mailing, USPS automatically notified of issue

» Balance and Fees page now displays a dialog box noting presence of problem reports when applicable

» Postage Statement displays a dialog box noting presence of eMIR issues

» Dialog box allows user to click link and view problem report(s)

» Initial Verification section has been added to postage statement to notate action on issues

BMEU Notification


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BMEU Notification


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Initial Verification / Link eMIR Report


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Initial Verification / eMIR Report Update


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eMIR Reports for

First-Class Mail

eMIR Reports for

First-Class Mail

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Deployed in fall of 2004 to operations BMC & plant sites

Initial focus was on APPS (Automated Package Processing System) deployment issues»Bundle breakage blitzes conducted

periodically

Participation:»All BMCs (Bulk Mail Centers) and Mail

Processing Facilities required to participate»Delivery Units optional

eMIR is designated source system to record mail quality issues identified in the mail processing stream

Improving Mail QualityImproving Mail Quality

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First Class Mail – Top IssuesJanuary – October 2007


Label

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First Class Mail – Top IssuesJanuary – October 2007


Label

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First Class Mail – Barcode Issues


Label

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First Class Mail – Mailpiece Design


Label

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First Class Mail – Mailpiece Design


Label

Other» Print too light / Contrast» Missing or Incorrect FIM (Facing Identifaction

Marking)

» Mailpiece too glossy – pieces tick together

» Perforation Issues

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First Class Mail – Postage


Label

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First Class Mail – Postage


Label

Other» Meter Ink Not Readable!!!!!!!!!!!!!

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First Class Mail – Other


Label

» Residual Glue» Pieces sticking together» Tabbing – improper/missing

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Increased utilization resulted in better data collection

Better quantitative dataVolume information determines extent of problem

Better qualitative data» Completion of all data collection fields results in more resolved

reports

» Emphasis on preparer and container label information to help identify entry point of mail

Pictures powerful in identifying & resolving issues

Results

eMIR UtilizationeMIR Utilization

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•Primarily Electronic Payment•Enterprise Payment System

•Paper Checks•Local Accounts•Different Payment Systems for Different Products

PaymentPayment

Mail Acceptance & Visibility Transformation

Future

•Intelligent Mail Barcodes•Mailpiece, Container Indentification•Comprehensive Mailing Information

Mail Preparation

Mail Preparation

•Census•PBV Fully Optimized Manual•Automate Seamless Acceptance•Focused Resource Allocation & Measurement•Centralized Performance Measurement

•MERLIN (Sample-Based)•Manual (Sample-Based)•Optimized Verification (PBV)•Begin to Align Resource Allocation•Standardize Performance Measurement

VerificationVerification•Manual (Sample-Based)•Unit Level Resource Allocation & Measurement

•End-to-End Service Measurement•By Customer•Point-to-Point

Service Measurement

Service Measurement

•No Required Service Measurement

Pre-2002 2002 – 2007

•POSTNET/PLANET•Paper, Limited Electronic Mailing Information

•End-to-End Visibility•Near Real Time Comprehensive Feedback

•Hardcopy •Inconsistent •No Customer Visibility

CustomerExperienceCustomer

Experience

•Postnet Barcode•Paper Mailing Information

•Paper Checks•Electronic Payment•Centralized Accounts•Disparate Payment Systems

•Limited Electronic Mail Quality Feedback •Limited Customer Visibility

•Mandate for Service Measurement (Market Dominant)

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“Circle of Love”

An Integrated Approach

ElectronicElectronic Mailing Mailing

InformationInformation

Electronic Centralized

Payment

Scan atEntry

InductionElectronic Advance

Notification

Unique Barcodes

Mail Preparation

Electronic In-Process &

Performance-BasedMail Verification

http://images.google.com/imgres?imgurl=www.fiu.edu/orgs/w4ehw/images/psk31-computer.JPG&imgrefurl=http://www.fiu.edu/orgs/w4ehw/w4ehw-psk31-computer.html&h=432&w=576&prev=/images%3Fq%3Dcomputer%26start%3D20%26svnum%3D10%26hl%3Den%26lr%3D%26ie%3DUTF-8%26oe%3DUT

http://creative.gettyimages.com/source/Search/27','27','1','

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Uniquely identifies the sender

Uniquely identifies the mailpiece or aggregate

Includes sortation & routing

Includes Product, Special Service, or other Unique indicators

Intelligent Mail® Tray Barcode

6060 PRIMACY PKWY STE 201

MEMPHIS TN 38188Address Change Service

John Doe

6449 AMBERVIEW CV

MEMPHIS TN 38141 - 8346 TRLR453012MOPS TRLR453012MOPS

RR DonnellySTANDARD FLATS

CARRIER ROUTE PRE-SORT55035

PPM33366666688888888

TR

AC

H

MA

ILE

RB

AR

CO

DE

ABC Company

Intelligent Mail® Package Barcode

Intelligent Mail® Container Barcode

Mail PreparationNew Intelligent Mail® Barcodes

Intelligent Mail® Barcode

Information-Based Indicia

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FROM THIS

TO THIS

Free up real estate on mail piece

Intelligent Mail Barcode Transition

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Barcode in Address Block When the barcode is included as part of the address block: Above address line containing the recipient's name Below the city, state, and ZIP Code line, except when using an

Intelligent Mail barcode to access OneCodeACS Above or below the keyline information Above or below the optional endorsement line

Mail PreparationIntelligent Mail Barcode Placement

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Mail PreparationInside the Intelligent Mail Barcode

Barcode ID: 2-digit field to specify presort makeup. “00” if you don’t use OEL

Special Services: 3-digit field used to identify extra services like Confirm, OneCode ACS. “700”: First-Class; “702”: Standard; “704”: Periodicals

Mailer ID (MID): 6- or 9-digit Mailer identifier assigned by USPS

Adjustable Field: 3-digit field used for MID (if 9-digit MID), or for Serial Number (if 6-digit MID)

Unique Serial Number: 6 or 9-digit field used to uniquely identify mailpieces

Destination ZIP: 11-digit Delivery Point ZIP Code

15 1617 18 19Unique Serial Number

6N

202122232425262728293031Routing ZIP

11N

3 4 5Service Type

3N

6 7 8 9 1011Mailer ID

6N

1 2Barcode ID

2N

1213 14

3N

Adj Field

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A Mail Owner who mails 10 million or more pieces annually will be assigned a 6-Digit MID with a maximum of one MID per 10 million pieces in annual mail volume.

A Mail Owner who mails less than 10 million annually will be assigned a 9-Digit MID with a maximum of one 9-digit MID per 1 million pieces in annual mail volume.

A Mailing Agent at a location that mails 10 million or more mailpieces annually will be assigned one 6-Digit MID with a maximum of 1 MID per 10 million pieces per mailing location.

A Mailing Agent at a location that mails less than 10 million pieces annually will be assigned one 9-Digit MID with a maximum of 1 MID per 1 million pieces per mailing location.


6N

20 2122232425262728293031Routing ZIP

11N

3 4 5Service Type

3N

6 7 8 9 1011Mailer ID

6N

1 2Barcode ID

2N

1213 14

3N

Adj Field

Mail PreparationMailer ID (MID) Assignment

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Call PostalOne! Helpdesk at 800-522-9085 for Mailer ID assignments for Letter & Flat Mailers, and for Mailers looking to use Intelligent Mail barcodes on Trays, Sacks, Tubs and Containers

Call Confirmation Services Helpdesk at 877-264-9693 for Mailer ID assignments for Package Mailers

Call Confirm Helpdesk at 800-238-3150 for Mailer ID assignments for Mailers looking to use OneCode Confirm™

Call ACS Helpdesk at 800-238-3150 for Mailer ID assignments for Mailers looking to use OneCode ACS™

Mail PreparationMailer ID (MID) Assignment

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10/24 Intelligent Tray Barcode label

Routing and content Unique mail preparer ID Unique tray, sack, or tub ID Enables “nesting” of trays

OLD

NEW

Mail PreparationIntelligent Mail® Tray Barcode

L sr T ID1N 1N

Mailer ID Adjust Field Serial No.3 or 5 digit N 3N 6N 3N 5N

ZIP CIN

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24

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New Intelligent Mail® Container Barcode Applied to a placard Unique mail preparer ID Unique pallet, container, APC, rolling stock

4

45900

HARTE-HANKS DM BALTIMORE MD 21227

USPS SCAN REQUIRED

Mail PreparationIntelligent Mail® Container Barcode

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21

T ID1N

App ID Mailer ID Adjust Field Serial Number2N 6N 3N 9N

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Mailing Information Current

Mailing InformationNo Nesting Relationship

» Pieces to Tray» Trays to Pallet

Paper Postage Statement

CustomerSystem

PostalOne!

System

Electronic Mailing Information Mail.dat Web Services Postage Statement Wizard PTS/Delivery Confirmation

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Mail Preparation & Mailing Information New

Intelligent Mail Barcode

Tray

Tray

PalletPieces

Pieces

Intelligent Mail Tray Barcode

Intelligent MailPallet Barcode

CustomerSystem

PostalOne!

System

Electronic Mailing Information Mail.dat Web Services Postage Statement Wizard PTS/Delivery Confirmation

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Mail Preparation» Postage» Presort» Entry Location» Destination

Piece Level» PTS/Delivery Confirmation» Mail.dat

• PDR / ADIS» Web Services

• XML» Postage Statement Wizard

• Not Available

Nesting Relationships» Pieces to Bundles» Pieces to Trays» Bundles to Pallets» Trays to Pallets

Mail Volumes

Postage Statements

Mail.datMail.dat

Web ServicesWeb Services

Postage Statement WizardPostage Statement Wizard

HighHigh

LowLow

Mailing Information Electronic Documentation

Mailers Provide Mail Makeup Address Information Piece Counts Logical Tray Counts Pallet Counts Entry Location & Schedule Weight

Mailers Provide Mail Makeup Address Information Piece Counts Logical Tray Counts Pallet Counts Entry Location & Schedule Weight

Low

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Mail PreparationFull Service/Routing Intelligent Mail Barcode

Unique Number on Each Mailpiece

Description

All pieces have the same mailing number

MID Unique Mailpiece ID Delivery Point ZIP

INTELLIGENT MAIL BARCODE

MID Delivery Point ZIPUnique Mailing ID

INTELLIGENT MAIL BARCODE

End-to-End Tracking

Similar to current Delivery Point ZIP

Delivery Point ZIP

Delivery Point ZIPMID 000000

Delivery Point ZIP

DescriptionINTELLIGENT MAIL BARCODE

POSTNET BARCODE

Address Quality & Sorting Enabled


6N

202122232425262728293031Routing ZIP

11N

3 4 5Service Type

3N

6 7 8 9 1011Mailer ID

6N

1 2Barcode ID

2N

1213 14

3N

Adj Field

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Verification ApproachCurrent

Mail Verification Activities

» Barcode Quality, Presort,, Mailpiece Count, Address Quality, Correct Meter, Bundle Integrity, Weight Verification

Mail Verification Approach» MERLIN & Manual (Sample-Based)

» Labor Intensive and Time Consuming» Average 49 minutes – 1.28 hours

Verification Rules» Every mailing > 10,000, 1 in 6 < 10,000

Performance-Based Verification (PBV)

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Scan mailpieces, handling units, & containers with Intelligent Mail Barcode

Scan at induction points to start the clock

Scan during mail processing (interim data points)

Last scan (End Of Run) predicts delivery

Scan data (location, operation, time) compared to service benchmark establishes performance

Determine service

performance

Processing Scans

Induction Scans

Automated Verifications

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Manifest Quality

Presort Errors

Barcode Quality

Mailpiece Count

Address Quality

Optimized Manual/MERLIN Verifications

In-Process Barcode-Enabled Verifications

Optimized Verification Model New

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Automated BRM Accounting Automated Business Reply Mail (aBRM)

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Intelligent Mail/Electronic Doc. Pilot Update

Pilot Underway

» First-Class Letters

» Standard Letters & Flats

Pilot Participants

» JCPenney/ Harte-Hanks in Cincinnati OH, Grand Prairie TX,

Fullerton CA & Wilkes-Barre PA

» PSI, Omaha NE & Dallas TX

» ZipSort, Minneapolis MN

» Prudential, Bellmawr NJ

» Netflix in North Texas TX

» Modern Postcard, San Diego CA

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Pilot Weekly ReportAddress Quality

Mailing Date

Invalid Delivery Point % of Total Pieces in Mailing

Number of UAA Matches Found

Total UAA % of Total Pieces in Mailing

NIXIE % of Total Pieces in Mailing

COA Matches as a % of Total Pieces in Mailing

Oldest COA Match (Days)

"Old" COA Matches as a % of COA Pieces

"Old" COA Matches as a % of Total Pieces in Mailing

11/28/06 1.8% 251 5.3% 2.3% 3.0% 327 9.0% 0.3%11/30/06 1.4% 2963 6.3% 2.4% 3.8% 350 7.8% 0.3%

12/5/06 0.7% 153 8.1% 4.9% 3.2% 588 19.7% 0.6%12/7/06 4.9% 208 1.8% 1.1% 0.6% 444 29.3% 0.2%

12/12/06 2.0% 82 2.7% 1.2% 1.4% 351 4.5% 0.1%12/14/06 2.7% 1161 2.7% 1.3% 1.3% 267 14.3% 0.2%

1/4/07 3.4% 1943 4.0% 2.0% 2.1% 649 4.4% 0.1%1/9/07 2.1% 1974 4.5% 2.1% 2.4% 702 31.3% 0.7%

1/18/07 2.4% 1440 3.3% 1.4% 1.9% 716 11.9% 0.2%1/23/07 2.7% 1632 3.6% 1.7% 1.9% 515 11.8% 0.2%1/25/07 3.1% 1391 3.1% 1.3% 1.7% 716 11.5% 0.2%1/30/07 2.4% 1988 4.1% 1.6% 2.5% 489 11.8% 0.3%2/1/07 1.6% 3580 8.5% 4.3% 4.2% 712 16.3% 0.7%2/6/07 1.1% 2181 5.2% 2.1% 3.1% 575 9.8% 0.3%

2/13/07 2.6% 474 2.1% 0.7% 1.5% 503 70.8% 1.0%2/22/2007 1.4% 235 1.2% 0.2% 1.0% 667 34.0% 0.3%

Electronic Feedback on Invalid Delivery Points and Undeliverable

as Addressed (UAA)

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Pilot Weekly Report Address Quality, Invalid Delivery Points

Electronic Feedback on Invalid Delivery Points

Electronic Feedback on UAA Intelligent Mail Barcode Pieces

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Intelligent Mail/eDOC Report Container & Tray Visibility

Barcode D&R Tag USPS Scan Site Scan Date/Time Scan Type

99P000493PSI-TEST012050056 Omaha 9/12/2007 20:38 UNLD




077312420123456000129391 AV1DA399Q+ PSI TMS 9/14/2007 1:25 ASSIGNMENT

077312420123456000129401 BMTDA405C4 PSI TMS 9/14/2007 13:31 ASSIGNMENT

077312420123456000129421 AV1DA399QJ PSI TMS 9/14/2007 0:57 ASSIGNMENT

Electronic Feedback on Container/Tray Scans

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Comprehensive service performance» By plant

» By class

» By customer

» By pre-sort level

Point-to-Point diagnostics

Barcoding & AddressingBarcoding & Addressing

6060 PRIMACY PKWY STE 201MEMPHIS TN 38188

Address Change Service

John Doe

6449 AMBERVIEW CVMEMPHIS TN 38141 - 8346

TransportationTransportation

Integrated ApproachIntegrated Approach

Mail Processing &

Delivery

Mail Processing &

Delivery

AcceptanceAcceptance

Customer Experience - NewService Performance

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Payment Current

PostalOne!

ACS

Express Mail

PO Box

Bulk Permit# 123

Postage Due# 95001

Express# 202987

PO Box Rent# 190001

Limited Access

Multiple Touch-points

Multiple Accounts

Multiple Payment Records

http://creative.gettyimages.com/source/Search/27','27','1','

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Payment New

Online Payment

PostalOne!

ACS

Express Mail

PO Box

24X7 Consolidated Access to Postal Charges

Single On-Line Touch Point

Integrated Account for all Products & Services

Single Payment Record

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Documents

1 MTAC Workgroup 117 October 12, 2007 Washington DC