Overview of F4 Variance Programs: CSV, SOV and CSAW NAPUS Chapter Convention Rancho Mirage CA May 15 th 2010

Customer Service Variance (CSV) Basics Scope: CAG A-G offices with F4 operations Measures F4 earned workload in FTES units Compares earned work hours to actual work hours – FTES variance FTES = time; 1 unit = hrs FTEE = employees –Includes a replacement factor Web site:

CSV: An Overview F4 Earned Work Hours –LDC 42: Business Return Services –LDC 43: Manual Distribution Volumes –LDC 44: PO Box Volumes –LDC 45: Window transactions –LDC 48: Administrative Productivity Factors –Includes stand up talks and breaks F4 Work Hours –F4 MODS operation codes F4 efficiency and complement

Small Office Variance (SOV) Basics Scope: CAG H-L offices Measures F4 earned workload in FTES units –Workload value vs Unit Open value Compares earned work hours to actual work hours – FTES variance FTES = time; 1 unit = hrs FTEE = employees –Includes a replacement factor Web site:

SOV: An Overview Similar to CSV except the following: –Unit earns the greater of Unit Open value vs workload value –Management Involvement

Customer Service Adjusted Workload (CSAW) Basics Scope: CSV units only –SOV units report in eFlash 2 main purposes –Daily volume recording and reporting of F4 manual distribution volumes –Daily management of earned work hours to actual work hour usage Web site:

eLearning Training Materials Customer Service Variance – CSV –Course # Small Office Variance – SOV –Course # Customer Service Adjusted Workload – CSAW –Course #

Questions? Contact: Glen D Cournoyer Area Delivery Programs Support (858)