Management of Service Performance Measurement Workgroup #103 August 2, 2006

Issue Statement The mailing industry creates many different types of service data and service performance reports. The lack of credibility and absence of standardization often make it difficult for the Postal Service to be responsive to these reports. The lack of actionable data upon which service performance measure could be enacted is frustrating for both the mailers and the Postal Service. The mailing industry creates many different types of service data and service performance reports. The lack of credibility and absence of standardization often make it difficult for the Postal Service to be responsive to these reports. The lack of actionable data upon which service performance measure could be enacted is frustrating for both the mailers and the Postal Service.

Desired Results Develop protocol to use “industry- gathered” delivery data to identify problems and perform diagnostics. Implied in this work group’s charter is that the data will be similarly formatted, presented in a timely fashion and will allow for the Postal Service to take corrective action. Develop protocol to use “industry- gathered” delivery data to identify problems and perform diagnostics. Implied in this work group’s charter is that the data will be similarly formatted, presented in a timely fashion and will allow for the Postal Service to take corrective action.

The Challenge Putting data together is not the issue because there are huge amounts of data already available; it is designing and building the systems to bring that data together and make them actionable that are more challenging. Putting data together is not the issue because there are huge amounts of data already available; it is designing and building the systems to bring that data together and make them actionable that are more challenging.

Time Frame Announced at the last MTAC meeting Announced at the last MTAC meeting First USPS/industry mtg June 1 First USPS/industry mtg June 1 SEVERAL smaller meetings, telecons and s SEVERAL smaller meetings, telecons and s USPS-only meetings held on June 27 and July 11USPS-only meetings held on June 27 and July 11 Second USPS/industry mtg July 27 Second USPS/industry mtg July 27 Expected Success by May 2007 Expected Success by May 2007

Service Performance Information Resolution Accurate Accurate Timely Timely Actionable ActionableAwareness Accurate Accurate Timely Timely

Service Advisory Short-term: Short-term: Based on Data Already Available Based on Data Already Available Patterned on DMMAdvisory Patterned on DMMAdvisory CONFIRM CONFIRM Scan to scanScan to scan Compared with ExpectationsCompared with Expectations USPS Reports USPS Reports Condition ReportsCondition Reports 24-hour clock24-hour clock Core Network Facilities ReportCore Network Facilities Report Industry Reports Industry Reports Red TagRed Tag CONFIRM Customer DataCONFIRM Customer Data Del TrakDel Trak “Seeds”“Seeds” othersothers

“Early Warning” System/Service Advisory Web-based (consider cost factor) Web-based (consider cost factor) Combines existing data systems Combines existing data systems Effort by mailers who may not have “actionable” data but have data indicating problems in service Effort by mailers who may not have “actionable” data but have data indicating problems in service Back-up data supplied by those who do have the correct data Back-up data supplied by those who do have the correct data

“Early Warning” System/Service Advisory From internal USPS From internal USPS Location(s)Location(s) Type of MailType of Mail Service ImpactService Impact Suggested Alternatives Suggested Alternatives Possible Rerouting Possible Rerouting Container Changes Container Changes Classes AffectedClasses Affected Expected DurationExpected Duration

“Early Warning” System/Service Advisory From industry From industry TBDTBD

Service Advisory RIBBS RIBBS “alerts” to subscribers “alerts” to subscribers Variation of ePubwatch to include all classes/shapes Variation of ePubwatch to include all classes/shapes BSN BSN “Customer First” database“Customer First” database eServiceseServices

Long Term Surface Visibility Surface Visibility CONFIRM CONFIRM Seamless Acceptance Seamless Acceptance In-process Verification Approach In-process Verification Approach Analyze mail at inductionAnalyze mail at induction Scans taken throughout processingScans taken throughout processing Compare with eDocumentationCompare with eDocumentation