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

2. 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 = 6.6225 hrs FTEE = employees –Includes a replacement factor Web site: http://variance/http://variance/

3. 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

4. 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 = 6.6225 hrs FTEE = employees –Includes a replacement factor Web site: http://variance/http://variance/

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

6. 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: http://variance/http://variance/

7. eLearning Training Materials Customer Service Variance – CSV –Course #10014948 Small Office Variance – SOV –Course #10014941 Customer Service Adjusted Workload – CSAW –Course #10014945

8. Questions? Contact: Glen D Cournoyer Area Delivery Programs Support (858) 674-3175