1. 1 MTAC Business Service Network May 6, 2004

2. 2 Business Service Network Build strong customer relationships by providing superior service, communications, and information to our most valuable customers. Serve as the critical link between customers and postal operations Mission

3. 3 Business Service Network BSN eService

4. 4 Customer Benefits 24/7 Availability Self-service Review service requests on-line Enhanced partnership between BSN & Customer Increased customer satisfaction Consistent answers BSN eService

5. 5 Customers 86 Accounts on-line 228 Individual users 24% Service requests BSN eService

6. 6 State Farm Benefits Accessible 24 hours a day One stop to report a problem and review status Helps USPS identify trends Assigns USPS accountability for quick follow-up Ability to review all State Farm service requests Satisfaction USPS is paying attention to customers Focus on long-term USPS projects versus short-term problems BSN eService

7. 7 Partner for Success Business Service Network Customer Business Service Network