MTAC 140 Enterprise Payment Initiative Enterprise Payment

Enterprise Payment Workgroup Issue Statement  Workgroup Issue Statement:  The Postal Service has embarked on a strategic initiative of Enterprise Payment to offer state-of-the art payment options across postal products and services. As part of the initiative we are undertaking a corporate wide analysis of USPS customer payment options as they exist today and performing a customer needs analysis to understand the solutions that will need to be offered to meet customer payment needs. This Workgroup will define gaps in the current payment options and customer payment needs for the enterprise payment initiative.  Desired Results:  Phase 1: (Completed November 29, 2010) Define gaps in the current payment options. Define customer payment needs for the enterprise payment initiative.  Phase 2: Provide input for solutions designed under the enterprise payment initiative. Enterprise Payment

Phase 1 - Enterprise Payment Initiative: Customer Perspective (Completed 11/29/10)  Customer Survey  Analysis How customer relationship with USPS affects their internal business processes – specifically related to paying for services or products  Results Centralized method to pay for multiple services in a consistent manner Biggest issue is the opening process for multi-location permits and boxes Enterprise Payment

Phase 1 - Enterprise Payment Initiative: Customer Perspective (Completed 11/29/10)  In-Depth Customer Profile Volunteer Interview  Focused on internal roles and responsibilities related to managing USPS payments  Discussed internal process on reconciling and reporting of USPS accounts and payments, and understanding customer experience and issues with exception handling and resolution  Results consistent with survey findings Enterprise Payment

Phase 1 - Enterprise Payment Initiative: Customer Perspective Completed 11/29  Identified Needs/Gaps  Check by mail or in person is inefficient, especially when multiple locations are involved, such as opening permits and PO boxes  Prioritization of Needs/Gaps  Importance of improving the payment process for each USPS service and products based on company needs Unanimous support for making Business Mail Permit payment process first priority  Recommendations  Preferred CAPS for all transactions or some type of online payment option  Visibility across enterprise  Provide adequate detail and tools for reconciliation  Single national account  Improve flexibility in mailing from alternate locations  Align multiple locations under one corporate National Permit Number or National Account to centralize ability to open permits Enterprise Payment

Enterprise Solution  Business Customer opens one payment account profile online, with multiple payment options available ACH debit, Trust (funded by ACH Credit or Online Bill Pay), Credit, PayPal  Ability to pay for multiple USPS products from single account  Provides infrastructure to support invoicing  Ability to access and view all activity by hierarchy, product, payment type and transaction history 6  Permit opened at local office, needed in every mailing location Multiple fees, commonly paid with check  Predominantly Manual Processes Account Management (Creation and Funding) Multiple touch points for products & services  No integrated channel for funding/paying for products/services  Limited self-service options  Limited payment options by product Retail Unit Current Online Access Enterprise Payment

Phase 2 - Enterprise Payment Initiative: Recommendations  The workgroup will reconvene in April to provide requirements recommendations for the design and build under the payment initiative  USPS Internal workgroups are working on solution phase Enterprise Payment