PostalOne! ® Electronic Mail Improvement Reporting (eMIR) Electronic Mail Improvement Reporting (eMIR) Marketing Technology & Channel Management

2 eMIR & Mail Quality  History  Program Overview  Business Process  System Process  Improving Mail Quality  Bundle Breakage Blitzes  “Perfect Bundle” Preparation  Customer Reports

3  MTAC workgroup consisting of consortium of Mail Industry Members, USPS Operations and Marketing Systems  Objective  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 History

4  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 Analysis

5 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 Objective

6 Links All Parties in Communication Loop eMIR

7  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 Process

8 USPS Business Mail Entry PostalOne! USPS Business Service Network Managed Account? iBSN Report Routing Operations eMIR Business Process

9  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 eMIR Business Process

10 Step 1: Enter facility information regarding where the processing issue was encountered. Problem Entry eMIR System Process

11 Step 2: Collects information about the method of postage payment Step 2: Collects information about the method of postage payment Problem Entry eMIR System Process

12 Step 3: Identify the Owner and / or Preparer Step 3: Identify the Owner and / or Preparer Problem Entry eMIR System Process

13 Step 4: Collects detailed information about the mailpiece / mailing beginning with container information Step 4: Collects detailed information about the mailpiece / mailing beginning with container information Problem Entry eMIR System Process

14 eMIR provides capability to attach images for container, mailpiece, and problem information Problem Entry eMIR System Process

15 Mailpiece information continues with description & characteristics Mailpiece information continues with description & characteristics Problem Entry eMIR System Process

16 Collects detailed information about the nature of the problem Collects detailed information about the nature of the problem Problem Entry eMIR System Process

17 Problem Entry eMIR System Process The problem record is then routed to the origin BMEU or BSN for resolution The problem record is then routed to the origin BMEU or BSN for resolution Any OwnerAny Preparer

18 Problem Resolution eMIR System Process ABC Select report that you want to view / resolve CBA

19 Problem Resolution User selects a resolution option. ANY MAILER eMIR System Process ANY PREPARER ANY PERIODICALS TITLE

20  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 eMIR System Process

21 BMEU Notification eMIR System Process

22 Initial Verification / Link eMIR Report eMIR System Process

23 Initial Verification / eMIR Report Update eMIR System Process

eMIR Reports for First-Class Mail

25  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 Quality

26 First Class Mail – Top Issues January – October 2007 Improving Mail Quality LabelLabel Label Barcode Format Incorrect Walk Sequence Addressing Incorrect Line of Travel Mailpiece Design Parcel Wrapping Postage In-Home Dates Other

27 First Class Mail – Top Issues January – October 2007 Improving Mail Quality LabelLabel

28 First Class Mail – Barcode Issues Improving Mail Quality LabelLabel

29 First Class Mail – Mailpiece Design Improving Mail Quality LabelLabel

30 First Class Mail – Mailpiece Design Improving Mail Quality LabelLabel  Other  Print too light / Contrast  Missing or Incorrect FIM (Facing Identifaction Marking)  Mailpiece too glossy – pieces tick together  Perforation Issues

31 First Class Mail – Postage Improving Mail Quality LabelLabel

32 First Class Mail – Postage Improving Mail Quality LabelLabel  Other  Meter Ink Not Readable!!!!!!!!!!!!!

33 First Class Mail – Other Improving Mail Quality LabelLabel  Residual Glue  Pieces sticking together  Tabbing – improper/missing

34  Increased utilization resulted in better data collection  Better quantitative data  Volume 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 Utilization

eMIR Customer Reports

36  Provides Owners / Preparers electronic access to their reports  Users will see reports that are in a resolved status only (open reports will not show until resolved/closed)  Users will only see reports where they have been identified as the Owner / Preparer  Preparers have been identified on ~ 30% of reports  All users (Owners or Preparers) must apply for PostalOne! Owner View to get access to eMIR reports  Customers can apply online for PostalOne! access at usps.com eMIR Customer Reports

37 PostalOne! Customer Reports eMIR Customer Reports From the owner homepage, select Reports on the blue bar.

38 Select Electronic Mail Improvement Report. eMIR Customer Reports Electronic Mail Improvement Report

39 Two Report Formats eMIR Customer Reports Select either: List of Individual Reports or Aggregate Reports Report ID can be used to search for a specific report ID# Preparer report search is not available at this time Date Range allows users to select what time period they wish to view. Range can be up to one year. Individual Reports listing shows all reports in the system that have been identified to a specific Owner or Preparer Aggregate Reports show a graphical view of all selected problem criteria Report ID can be used to search for a specific report ID# Preparer report search is not available at this time Date Range allows users to select what time period they wish to view. Range can be up to one year. Individual Reports listing shows all reports in the system that have been identified to a specific Owner or Preparer Aggregate Reports show a graphical view of all selected problem criteria

40 BCSS Test Test Inc. eMIR Test Test Inc. Individual Reports Listing shows all reports that are in a resolved status. Results indicate how many reports were found for the time period selected. Click on individual report ID numbers to view the details of a specific report. Individual Reports Listing shows all reports that are in a resolved status. Results indicate how many reports were found for the time period selected. Click on individual report ID numbers to view the details of a specific report. Individual Report Listing eMIR Customer Reports

41 Detailed Report eMIR Customer Reports Individual Report Enlarge images by clicking on them. Mail Owner 111 ELM ST ANYTOWN, US Mail Owner

42 Aggregate Report Criteria eMIR Customer Reports

43 Aggregate Reports Show a graphical view of all selected problem criteria Drill down on selected containers or problems to see details Aggregate Reports eMIR Customer Reports

44 Aggregate Reports Detail from drill down Aggregate Reports eMIR Customer Reports

45  Accessible through PostalOne!  Customers can apply online for PostalOne! access at usps.com.  Customer Care Center – eMIR Customer Reports

For more information on eMIR, please contact: Susan Redman Marketing Technology & Channel Management

47 Questions? Questions?