1 cio strategic customer focus february 17, 2011 ellis burgoyne chief information officer and...

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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