Management of Service Performance Measurement Workgroup

1
Management of Service Performance
MeasurementWorkgroup 103

• August 2, 2006

2
Issue Statement

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

3
Desired Results

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

4
The Challenge

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

5
Time Frame

• Announced at the last MTAC meeting
• First USPS/industry mtg June 1
• SEVERAL smaller meetings, telecons and e-mails
• USPS-only meetings held on June 27 and July 11
• Second USPS/industry mtg July 27
• Expected Success by May 2007

6
Service Performance Information

• Resolution
• Accurate
• Timely
• Actionable
• Awareness
• Accurate
• Timely

7
Service Advisory

• Short-term
• Based on Data Already Available
• Patterned on DMMAdvisory
• CONFIRM
• Scan to scan
• Compared with Expectations
• USPS Reports
• Condition Reports
• 24-hour clock
• Core Network Facilities Report
• Industry Reports
• Red Tag
• CONFIRM Customer Data
• Del Trak
• Seeds
• others

8
Early Warning System/Service Advisory

• Web-based (consider cost factor)
• Combines existing data systems
• Effort by mailers who may not have actionable
  data but have data indicating problems in service
• Back-up data supplied by those who do have the
  correct data

9
Early Warning System/Service Advisory

• From internal USPS
• Location(s)
• Type of Mail
• Service Impact
• Suggested Alternatives
• Possible Rerouting
• Container Changes
• Classes Affected
• Expected Duration

10
Early Warning System/Service Advisory

• From industry
• TBD

11
Service Advisory

• RIBBS
• E-mail alerts to subscribers
• Variation of ePubwatch to include all
  classes/shapes
• BSN
• Customer First database
• eServices

12
Long Term

• Surface Visibility
• CONFIRM
• Seamless Acceptance
• In-process Verification Approach
• Analyze mail at induction
• Scans taken throughout processing
• Compare with eDocumentation