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Management of Service Performance Measurement Workgroup #103

Management of Service Performance Measurement Workgroup #103. August 2, 2006. Issue Statement.

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Management of Service Performance Measurement Workgroup #103

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  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 group’s 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

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