® service standards and targets september 19, 2008
TRANSCRIPT
®
Service Standards and Targets
September 19, 2008
2
Agenda
1. Introduction to Webinars
2. Service Standards
3. Training and Communications
4. Targets
5. Questions and Answers
Service Standards and Targets
3
DATE SUBJECT PRESENTER
1 9.19.08Service Standards
and TargetsPat Donahoe
2 9.26.08Service Measurements
and the Reporting Process
Tom Day
310.10.0
8
Overview of Intelligent Mail and Start the
Clock Pritha Mehra
Service Standards and Targets
4
DATE SUBJECT PRESENTER
410.17.0
8Expanded EXFC
Delores Killette and Dave Williams
510.24.0
8First-Class Mail and Package Services
Tom Day andTony Pajunas
610.31.0
8Measurement at
Delivery Units
Kathy Ainsworth and Jordan
Small
Service Standards and Targets
5
DATE SUBJECT PRESENTER
711.07.0
8Customer Supplier
Agreements
Pritha Mehra and Susan
Plonkey
811.14.0
8BMEU Process
Pritha Mehra and Laurie Timmons
912.05.0
8
Commercial First-Class Mail and Standard Mail Measurement
Tom Day
Service Standards and Targets
6
DATE SUBJECT PRESENTER
10 12.19.08Periodicals
MeasurementTom Day
11 1.09.09Package Service
MeasurementTom Day and Pritha Mehra
12 1.16.09 Overview of Scanning Tom Day
13 1.23.09Special Services
IndexChristine Ray and Tom Day
Service Standards and Targets
7
“Establishment of Modern Service Standards”
By December 20, 2007, in consultation with the PRC for all Market Dominant Products
Various Objectives and Factors to be consideredValue, access, reliability, measurability
Implementation of a Measurement System
Law Requirements
Service Standards and Targets
8
First-Class Mail International Single-Piece Periodicals Standard Mail Package Services
Includes Single Piece Parcel Post, Media Mail, Bound Printed Matter, Library Mail
Special Services
Market Dominant Products
Service Standards and Targets
9
Evaluate existing product origin entry (3-digit to 3-digit) service standards
Incorporate destination entry guidelines as a new dimension within the standards
Service Standard Review Process
Service Standards and Targets
10
Based on Operating and Logistics capabilities by product
Class based, independent of shape
Integrate origin entry and destination entry standards
Service Standard Business Rules
Service Standards and Targets
11
Estimated Volume Distribution – All Market Dominant Products
Sources: FY2007 ODIS/RPW, and YTD2007 Trend Summaries
0.1%
9.8%
90.1%
0
50,000
100,000
150,000
200,000
1 - 5 6 - 10 11+
Service Standards (Days)
Vo
lum
e (
in m
illi
on
s)
Service Standards and Targets
12
Estimated Volume Distribution – All Market Dominant Products
Sources: FY2007 ODIS/RPW, and YTD2007 Trend Summaries
0
20,000
40,000
60,000
80,000
100,000
1 2 3 4 5 6 7 8 9 10 11+
Es
t. P
iec
e V
olu
me
(in
mill
ion
s)
DDU DSCF DADC DBMC ORIGIN
21.6%
17.0%
38.2%
0.7%
12.6%
2.1% 3.9% 3.0%
0.7% 0.1%0.1%
Service Standards and Targets
13
Estimated Volume Distribution – First-Class Mail
0
10,000
20,000
30,000
40,000
50,000
1 2 3 4 5
Est
. Pie
ce V
olu
me
(in
mill
ion
s)
ORIGIN
41.2%
26.4%
32.2%
0.0%0.3%
Sources: FY2007 ODIS/RPW and FY2007 WebEIS
Service Standards and Targets
14
Estimated Volume Distribution – Periodicals
Sources: FY2007 ODIS/RPW, and YTD2007 Trend Summaries
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
1 2 3 4 5 6 7 8 9 10+
Es
t. P
iec
e V
olu
me
(in
mill
ion
s)
DDU DSCF DADC ORIGIN
1.0% 0.1% 0.4%
7.6%
13.6%6.3%
0.4%3.5%
64.7%
2.4%
Service Standards and Targets
15
Estimated Volume Distribution – Standard Mail
Sources: FY2007 ODIS/RPW, and YTD2007 Trend Summaries
0
10,000
20,000
30,000
40,000
50,000
60,000
2 3 4 5 6 7 8 9 10 11+
Est
. Pie
ce V
olu
me
(in
mill
ion
s)
DDU DSCF DBMC ORIGIN
8.9%
46.0%
0.6%
25.3%
3.9%
7.5%6.0%
1.3% 0.2%0.2%
Service Standards and Targets
16
Estimated Volume Distribution – Package Services
Sources: FY2007 ODIS/RPW
0
100
200
300
400
1 2 3 4 5 6 7 8 9+
Es
t. P
iec
e V
olu
me
(in
mill
ion
s)
DDU DSCF DBMC ORIGIN
5.8%
37.0%
29.4%
11.5%
0.5%0.6%
5.7%
0.3%
9.3%
Service Standards and Targets
17
First-Class Mail Flow
Origin Entry
PostOffice
MailerSurface/Air
TransportationIn
Home
1 - 4 Days
OriginP&DC
Turnaround O/NSCF Service
Area
Non- turnaroundO/N SCF
Service Area
ADC SCF DDU
Service Standards and Targets
18
Periodicals Mail Flow Origin Entry
Destination Entry
Service Standards and Targets
PostOffice
MailerIn
Home
1 - 4 Days
OPDC = SCFSVC STD = 1 Day
Long HaulSurface
Transportation
1 Day
OriginP&DC
Turnaround O/NSCF Service
Area
ADC SCF DDUL009
1 Day 1 Day 1 Day
L201 - FCMSurface
Follows FCMFrom thisPoint on
ADC = SCF(1 Day)
1 Day
InHome
ADC SCF DDU
1 Day 1 Day
DBMC
1 Day (ADC = SCF)
19
Standard Mail Flow
PostOffice
MailerIn
Home
1 - 4 Days
OPDC = ADC
Long HaulSurface
Transportation
1 Day (L009)2 Days (Turnaround)
OriginP&DC
Turnaround toADC Service
Area
ADC SCF DDUL009
1 Day 2 Days 1 Day
Turnaround toSCF Service
Area
ADC = SCF(1 Day)
1 Day
OPDC = SCF
Origin Entry
Destination Entry
InHome
ADC SCF DDU
1 Day 1 Day
DBMC
2 Days1 Day
Service Standards and Targets
20
Package Services Flow
Origin Entry
Destination Entry
PostOffice
MailerIn
Home
1 - 4 Days
Long HaulSurface
Transportation
1 Day
OriginP&DC
ASF SCF DDU
1 Day 1 Day 1 Day
Turnaround toSCF Service
Area
OBMC = DBMC (ASF)
OPDC = SCF
OBMC
Turnaround toBMC Service
Area
DBMC
1 Day
OBMC = DBMC (no ASF)
No ASF(1 Day)
InHome
1 Day
DBMC/ASF SCF DDU
1 Day1 Day
Service Standards and Targets
21
New Origin Entry Service Standards - Domestic
* Alaska, Hawaii and Puerto Rico not included
End-to-End Flow
Range (days)*
First-Class Mail 1 - 3
Periodicals 1 - 9
Standard Mail 3 - 10
Package Services 2 - 8
Mail Class
Service Standards and Targets
22
New Destination Entry Service Standards - Domestic
* Alaska, Hawaii and Puerto Rico not included** Only applies to Periodicals receiving the DBMC Container rate
*
**
DDU SCF ADC BMC
(Days) (Days) (Days) (Days)
Periodicals 1 1 1 - 2 1 - 2
Standard Mail 2 3 5
Package Services 1 2 3
Mail Class
Destination Entry
Service Standards and Targets
23
New Service Standards – States of Alaska & Hawaii, and Puerto Rico
AlaskaHawaii &
Guam
Puerto Rico
& USVIAlaska
Hawaii &
Guam
Puerto Rico
& USVI
First-Class Mail 1 - 5* 1 - 5 1 - 5
Periodicals 1 - 8 1 - 7 1 - 6 1 - 20 1 - 20 1 - 20
Standard Mail 2 - 10 2 - 10 2 - 9 3 - 21 3 - 22 3 - 22
Package Services 1 -8 1 - 8 1 - 7 2 - 20 2 - 20 2 - 18
Mail Class
Destination Entry Range (days) End-to-End Flow Range (days)
Performance Measured at Port of Entry Length of range due to additional time
required for transportation
* Overnight service only for Anchorage City
Service Standards and Targets
24
USPS Operational Changes – Internal
Establish process for Mail Flow to achieve Service Standards
Revise Color Code policy
Revise Mail Condition Reporting System policy
Update all Mail Processing Operating Plans
Service Standards and Targets
25
Color Code Policy - DSCF Example
Service Standards and Targets
DAY OF COLOR CODE THREE DAY
RECEIPT APPLIED DELIVERY
SAT ORANGE TUESUN GREEN WEDMON VIOLET THUTUE YELLOW FRIWED PINK SATTHU BLUE MONFRI BLUE MON
26
Analyze and update labeling lists
Establish national critical entry time for destinating Standard Mail All other CETs established locally
Create and deploy Customer/Supplier Agreement templates and determine optimal separations
Implement full service Intelligent Mail barcode in May 2009
USPS Operational Changes – Customers
Service Standards and Targets
27
Training
USPS ED&D will identify learning objectives, the
target audience, and recommend modes of delivery and distribution
ED&D will capture knowledge for inclusion in other courses
Customers BMEU Training PCC Workshops in a Box Mailer's Technical Advisory Committee National Postal Forum sessions
Service Standards and Targets
28
Communications
USPS Internal Link Blue / Lite Blue Postal Bulletin Area Updates USPS Talk USPS Hard Copy Postal Vision Direct Line Stand Up Talks Screen Savers
Service Standards and Targets
29
Communications
USPS External usps.com MailPro PCC Insider Use for media inquiries
Customers Business Mail Entry Units Postal Customer Councils Business Service Network RIBBs Mailer's Technical Advisory Committee National Postal Forum
Service Standards and Targets
30
%On-Time %On-TimeMail Class Target EOY Mail Class Target EOY
First-Class Mail PeriodicalsSingle Piece Overnight 96.5 Letters and Flats 90.0Single Piece Two-Day 94.0Single Piece Three-Day / Four-Day 92.7Presort Overnight 96.5Presort Two-Day 94.0Presort Three-Day / Four-Day 92.7
%On-Time %On-TimeMail Class Target EOY Mail Class Target EOY
Single Piece International Mail Package ServicesFirst-Class Mail 94.0 Parcels 90.0
%On-Time %On-TimeMail Class Target EOY Mail Class Target EOY
Standard Mail Letters, Flats and Parcels 90.0 Special Services
900
FY 2009 Tentative Targets - Market Dominant Products
TENTATIVE
31
Next Friday, September 26 88
“Service Measurements and the Reporting Process”
HH presented by Tom Day
SAME TIMESAME WEB ADDRESS
SAME CONFERENCE NUMBERSAME PASSCODE
Service Standards and Targets