Management of Service Management of Service Performance MeasurementPerformance MeasurementWorkgroup #103Workgroup #103

August 2, 2006August 2, 2006

Issue StatementIssue Statement

The mailing industry creates many The mailing industry creates many different types of service data and service different types of service data and service performance reports. The lack of performance reports. The lack of credibility and absence of standardization credibility and absence of standardization often make it difficult for the Postal often make it difficult for the Postal Service to be responsive to these reports. Service to be responsive to these reports. The lack of actionable data upon which The lack of actionable data upon which service performance measure could be service performance measure could be enacted is frustrating for both the mailers enacted is frustrating for both the mailers and the Postal Service.and the Postal Service.

Desired ResultsDesired Results

Develop protocol to use “industry- Develop protocol to use “industry- gathered” delivery data to identify gathered” delivery data to identify problems and perform diagnostics. problems and perform diagnostics. Implied in this work group’s charter Implied in this work group’s charter is that the data will be similarly is that the data will be similarly formatted, presented in a timely formatted, presented in a timely fashion and will allow for the Postal fashion and will allow for the Postal Service to take corrective action.Service to take corrective action.

The ChallengeThe Challenge

Putting data together is not the issue Putting data together is not the issue because there are huge amounts of because there are huge amounts of data already available; it is designing data already available; it is designing and building the systems to bring and building the systems to bring that data together and make them that data together and make them actionable that are more challenging. actionable that are more challenging.

Time FrameTime Frame

Announced at the last MTAC meeting Announced at the last MTAC meeting First USPS/industry mtg June 1First USPS/industry mtg June 1 SEVERAL smaller meetings, telecons SEVERAL smaller meetings, telecons

and e-mailsand e-mails• USPS-only meetings held on June 27 and USPS-only meetings held on June 27 and

July 11July 11 Second USPS/industry mtg July 27Second USPS/industry mtg July 27 Expected Success by May 2007Expected Success by May 2007

Service Performance InformationService Performance Information

ResolutionResolution AccurateAccurate TimelyTimely ActionableActionable

AwarenessAwareness AccurateAccurate TimelyTimely

Service AdvisoryService Advisory Short-term: Short-term: Based on Data Already AvailableBased on Data Already Available Patterned on DMMPatterned on DMMAdvisoryAdvisory CONFIRMCONFIRM

• Scan to scanScan to scan• Compared with ExpectationsCompared with Expectations

USPS ReportsUSPS Reports• Condition ReportsCondition Reports• 24-hour clock24-hour clock• Core Network Facilities ReportCore Network Facilities Report

Industry ReportsIndustry Reports• Red TagRed Tag• CONFIRM Customer DataCONFIRM Customer Data• Del TrakDel Trak• ““Seeds”Seeds”• othersothers

““Early Warning” System/Service Early Warning” System/Service AdvisoryAdvisory

Web-based (consider cost factor)Web-based (consider cost factor) Combines existing data systems Combines existing data systems Effort by mailers who may not have Effort by mailers who may not have

“actionable” data but have data “actionable” data but have data indicating problems in serviceindicating problems in service

Back-up data supplied by those who Back-up data supplied by those who do have the correct datado have the correct data

““Early Warning” System/Service Early Warning” System/Service AdvisoryAdvisory

From internal USPSFrom internal USPS• Location(s)Location(s)• Type of MailType of Mail• Service ImpactService Impact

Suggested AlternativesSuggested Alternatives Possible ReroutingPossible Rerouting Container ChangesContainer Changes

• Classes AffectedClasses Affected• Expected DurationExpected Duration

““Early Warning” System/Service Early Warning” System/Service AdvisoryAdvisory

From industryFrom industry• TBDTBD

Service Advisory Service Advisory

RIBBSRIBBS E-mail “alerts” to subscribersE-mail “alerts” to subscribers Variation of ePubwatch to include all Variation of ePubwatch to include all

classes/shapesclasses/shapes BSNBSN

• ““Customer First” databaseCustomer First” database• eServiceseServices

Long TermLong Term

Surface VisibilitySurface Visibility CONFIRMCONFIRM Seamless AcceptanceSeamless Acceptance In-process Verification ApproachIn-process Verification Approach

• Analyze mail at inductionAnalyze mail at induction• Scans taken throughout processingScans taken throughout processing• Compare with eDocumentationCompare with eDocumentation