1 cio strategic customer focus february 17, 2011 ellis burgoyne chief information officer and...
TRANSCRIPT
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CIO Strategic Customer Focus
February 17, 2011
Ellis Burgoyne
Chief Information Officer and Executive Vice President
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Agenda
CIO Mission and Organization
CIO Focus: Improving Mailer Experience
Driving Change
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CIO Mission and Organization
Information Technology John Edgar,VP Information Technology
Engineering Systems Kelly Sigmon, VP Engineering Systems
Product Information Jim Cochrane,VP Product Information
Mail Entry & Payment Technology Pritha Mehra,VP Mail Entry & Payment Technology
Corporate Information Security Chuck McGann,Manager, Corporate Information Security
“Leverage Technology to Drive Business Value”
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CIO Focus: Improving Mailer Experience
Technology Approach
Customer Engagement
Streamline Processes
Visibility
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CIO Focus: Improving Mailer Experience
Transform: technology infrastructure for rapid product and service development, a stable operating environment, state-of-the-art customer experience
Deploy solutions to provide end-to-end visibility, a seamless process for mail entry and delivery using Intelligent barcodes and digital workflows. Leverage digital, online, mobile and social media for a ubiquitous transaction environment
Focus on the customer and drive business growth and innovation with a focus on analytics, using a project management approach and metrics
Partner with the industry, employing a collaborative approach, to transform the mail supply chain to bring greater convenience, visibility, and operational efficiencies to enable valuable products and services across all segments of the mail supply chain.
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Erratic Frequency for Mail Preparation, Rule Changes, Assessments
Removal of Discounts too soon
Full Service ACS issues
Lack of Value for mandatory migration from POSTNET to Intelligent Mail
Insufficient Visibility
Inconvenient Acceptance & Payment Processes
SOX: Inconsistent Entry Processes
Mailer Concerns
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Predictive Mail Preparation & Rule Changes
2 Major Releases a Year
– Structural Software Changes
4 Minor Releases a Year
– Parameter Changes, Reports, Internal Processes
Driving Change: Immediate Actions
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Move from “Mandate” to “Value Proposition”
Automation discounts for POSTNET beyond May 2011
Simplified Start-the-Clock process mitigates removal of Full Service discounts
Aggressive Approach to Resolving ACS issues in CFS
No Full Service ACS Charges
Provide visibility across supply chain at no charge
– Mail piece scans, Tray Scans, Container Scans, Reports
Streamlined Entry & Enterprise Payment
Driving Change: Immediate Actions
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Driving change: Key strategies
Enable Valuable Products
and Services
Transform the Online Experience
Transform the Mailing Experience with
Seamless Acceptance
Transform Customer/Supplier
Engagement
Transform Payment Solutions
with Enterprise Payment
Transform Customer Decision Making Capabilities With
End-to-End Visibility
Transform Customer Support to Enhance
Service and Drive Sales
Optimize Availabilityand Performance
of Customer Interfacing Systems