1 Consumer Affairs Overview MTAC Mike Spates, Vice President & Consumer Advocate 2/23/2005

2 Consumer Affairs Role Listens to the voice of the customer and amplifies their concerns/needs Listens to the voice of the customer and amplifies their concerns/needs Independent voice of consumers ensuring the Postal Service keeps their needs in mind Independent voice of consumers ensuring the Postal Service keeps their needs in mind

3 Consumer Affairs Organizational Chart Vice President and Consumer Advocate Chief Privacy Officer Consumer Policy Strategy Customer Knowledge Management Corporate Customer Contact Field Support and Integration

4 Executive: Zoë Strickland - Privacy - Freedom of Information - Records Management - Consumer Policies Privacy Office and Consumer Strategy

5 Executive: Maryellen Clarke - Time Transit Measurement System - Customer Satisfaction Measurement (CSM) - Analysis of CSM Components Customer Knowledge Management

6 Executive: John J. Mahoney - Contact Centers - Customer Communications - Mail Recovery Centers Corporate Customer Contact

7 Executive: Robert J. Faruq, Sr. - Budget and Administration - Field Relations - Message Integration - Community Outreach Field Support & Integration

8 Field Organization Area Area –Marketing Manager –Customer Service Program Analyst District District –Marketing Manager –Consumer Affairs Manager Post Offices Post Offices –Postmasters

9 My Clients Your Customers Our Future