1. 1 Understand The Differences in the Change-of-Address Programs National Postal Forum March 17 – 20, 2013 Michael Tate, SVP Enterprise Postal Strategy, Bank of America James D. Wilson, Manager, Address Management, USPS ®

2. 2 Today We’ll Discuss...  The three ways a Change of Address (COA) request can enter the USPS ® database for processing  The flow of COA requests through USPS product and service programs  Quality Control/Fraud Detection Programs And We’ll Focus On...  Pre – and Post – mailing address corrections developed from COA data The intentional differences between the two methods

3. 3  PS Form 3575 Official Mail Forwarding Change Of Address Order completed by moving customer and sent to USPS ®  COA form scanned by PARS  Change of address information inserted into PARS Address Database (PAD) to be used during mail forwarding process  COA form image and customer data are sent daily to National Customer Support Center (NCSC) Hardcopy- PS Form 3575

4. 4 ICOA- Internet Change of Address www.moversguide.com  Requires customer to present credit card to validate identity  Address validation occurs while customer is online Allows customer to enter correction when address not matched  Change of address data transmitted to National Customer Support Center for entry into PAD (PARS Address Database)

5. 5 TCOA- Telephone Change of Address  Change of address submitted by customer calling 1-800-ASK-USPS ® (1-800-275-8777)  Requires use of credit card to verify identity  PS Form 3575Z Similar to PS Form 3575 but submitted by Postal personnel on behalf of customers who have:  Moved, Left No Forwarding Address (MLNA)  P.O. Box Closed, No Forwarding Order (BCNO) Entered after 10-day waiting period once it is determined the customer not retrieving mail at address Other Means of Entering Change of Address

6. 6 Fraud Detection Programs COA Watch  USPS ® internal process that screens all change of address entries  Monitors and reports on potentially fraudulent or suspicious activities  Inspection Service Watch List

7. 7 Customer Notification Processes  Move Validation Letter (MVL) sent to “old” address  Printed and mailed daily from NCSC immediately following receipt of the change of address  Mailpiece tracked to delivery Fraud Detection Programs

8. 8 Quality Assurance Initiatives Customer Notification Processes  Customer Notification Letter (CNL) or Welcome Kit sent to “new” address

9. 9 Quality Assurance Initiatives  COA Correct www.managemymove.usps.com  PS Form 3546

10. 10 Change of Address Data Processing  COA data must be accepted into PAD and transmitted back to NCSC for inclusion into change of address systems  Results in two separate databases Internal USPS ® file (PARS and CFS) which is used for mail forwarding & ACS™ fulfillment External data product (NCOA Link® )

11. 11 Change of Address Data Processing

12. 12  CFS – flats and parcels, nonmachinable letters  PARS letters – intercept mode  PARS letters – carrier identified forward mode Mail Forwarding Processes

13. 13 Hardcopy Address Correction  Either return of the piece with the correction or reason for nondelivery affixed, or  A separate address correction provided as an image of the piece with the associated old and new address or reason for nondelivery, PS Form 3547  Return postage or address correction fee may apply

14. 14 #BWNFXZT #P123456789 2572X 7 # JOHN E SMITH 916 N 5TH ST APT 3 SPRINGFIELD IL 62702-5288 ACS ™ Service  Post-mailing service provided by the USPS ®  Internal PARS/CFS database used  Participants include an identification code on the mailpieces Traditional (printed participant code as shown left) OneCode ACS ® or Full Service (IMb ™ as shown on right) JOHN E SMITH 916 N 5TH ST APT 3 SPRINGFIELD IL 62702-5288

15. 15 NCOA Link® Service  Pre-mailing Move Update method  Data delivery from USPS ® to certified licensees  Stored in a secure format using Secure Hash Algorithm  Three types of certified licensees: Full Service Provider (48 months, updated weekly) Limited Service Provider (18 months, updated weekly) End User Mailer (18 months, updated monthly)

16. 16 ACS™ - NCOA Link® Product Differences DPV ® Y, S, D Required; Name Matching Carrier provides COA match direction DNI Records Included Temp Records Included Manages Multiple & Hyphen- ated Names Multiple Name Variations of the Same Name Ignores Irrelevant Name Data PARS Intercept CFS/PARS Carrier ID’d NCOA Link LSP & End User NCOA Link FSP OldNewStrictRelaxed SingleMultiPass

17. Undeliverable as Addressed (UAA) Mail  FY2012 Total UAA Cost $1,318.1B (17% ($2.3MM) increase over FY2011)  FY2012 Total UAA Volume 6.759B (-3.72% (261MM) decrease over FY2011)  Forwarding Volume virtually unchanged but efficiencies saved $500K in cost  Returned Volume rose 1.7% (26MM) at a cost $11.8MM  Waste Volume dropped 6.52% (287MM) pieces at a cost savings of $9.0MM

18. ACS Notifications

19. NCOA Link® Total Records Processed and Corresponding Matches

20. Why did I receive an ACS record when I did not match NCOA Link® ? Perhaps:  The mail did not intercept, but carrier input allowed it to process  The old and/or new address did not DPV ® confirm, but PARS/CFS clerks found the matching COA  There were multiple names on the mailpiece, PARS and CFS search all names  NCOA Link can only make an exact name match, PARS/CFS ignores extraneous information in name field

21. 21 Considerations in Determining the Right COA Process  What type of mailing is it?  What is the objective of the mailing? Distribution method for my core product offering Communicating with my customer Marketing to expand revenue Regulatory obligation  What is the cost of sending something to the incorrect address?  Does the process meet the USPS ® Move Update requirements for postal discount eligibility?

22. 22 Address Management – Ongoing Process  Each mailer is different – there is not a one-size fits all solution  Managing address changes is not a point in time event  The initial address capture is critical to all addressing processes including getting a COA hit  The Move Update compliance requirements have to be met but just meeting the requirements might not be the right solution to maximize your address quality  As with any business process, establish metrics to determine where addressing issues exist

23. 23 Things To Remember About COA  Name matching criteria is different NCOA Link® has the strictest  The NCOA Link output provides a lot of data that can be used for metrics  Important to match against date the address was last changed when updating COAs  The process should validate that the new address DPV ® confirms  Full Service provides free ACS ™ for automation mailpieces

24. 24 Questions to Think About  What is the right frequency for the COA process?  What is the right solution for my COA objectives – Pre, Post or a combination of the two?  When should COA results trigger additional actions to locate my customer or lead to suppressing a mailpiece?  Should the different types of moves (Individual, Family and Business) be handled differently?  How should different results from the COA methods be handled, i.e. a move from NCOA Link® but a NIXIE from ACS ™ ?

25. Sunday What You Need to Know about Unique Address Types / Non-Physical Address Jim Wilson/Adam Collinson/Michael Tate – Period 1, 12 – 1 pm GSA and Addressing (Rules & Recommendations) Angela Lawson/Adam Collinson/Derrick Miliner – Period 4, 3:45 – 4:45 pm Monday Keeping it Simple: ACS Services – It’s All in the Service Type ID Lisa West – Period 5, 10:30 – 11:45 am Secure Destruction – Peace of Mind Lisa West/Tom Day – Period 8, 4:30 – 5:30 pm Tuesday The ROI of Great Address Quality Ed Wanta/Dr. John M. Leininger – Period 10, 9:30 – 10:45 am Understanding the Differences in the Change of Address Programs Jim Wilson/Michael Tate – Period 13, 3:15 – 4:15 pm Peer-To-Peer Roundtables Lisa West/Angela Lawson – Period 14, 4:30 – 6:00 pm Speaker Schedule

26. 26 Thank You!