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Move Update - How to Keep in Touch With Moving Customers

Move Update - How to Keep in Touch With Moving Customers . National Postal Forum May 18 th – 21 st , 2008 Anaheim, CA. Adam Collinson, Pitney Bowes Management Services Audrey Conley, Address Management, USPS ®. QUALITY ADDRESSING PROFESSIONAL CERTIFICATE.

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Move Update - How to Keep in Touch With Moving Customers

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  1. Move Update - How to Keep in Touch With Moving Customers National Postal Forum May 18th – 21st, 2008 Anaheim, CA Adam Collinson, Pitney Bowes Management Services Audrey Conley, Address Management, USPS®

  2. QUALITY ADDRESSING PROFESSIONAL CERTIFICATE This session qualifies as one of the four Addressing sessions in addition to, the Tuesday, May 20th General Session needed for theAddress Quality Specialist Certificate!

  3. Announcing 2 New Symposiums 15 Presentations focusing on Intelligent Mail See Page 20 of the Catalog 7 Presentations focusing on Direct Mail and the Environment See Page 21 of the Catalog

  4. “Move Update” How to Keep in Touch with Moving Customers Audrey Conley Intelligent Mail & Address Quality United States Postal Service® 4

  5. ADDRESS QUALITY TOOLS MOVE UPDATE STANDARDS New Move Update Standards for First-Class Mail® and Standard Mail® • Increase frequency of Move Update processing from every 185 days to every 95 days prior to the date of the mailing • Move Update requirement extended to all Standard Mail (letters, flats, parcels, and Non-Flat Machinables) • Effective November 23, 2008

  6. MOVE UPDATE STANDARDS ADDRESS QUALITY TOOLS New Move Update Standards for First-Class Mail® and Standard Mail® • Standard Mail accounts for almost 63% of all Undeliverable as Addressed Mail • Quality Addressing, Best Possible Depth of ZIP + 4® codes, and Accurate Intelligent Mail and POSTNET™ Barcodes Help Reduce UAA • To meet the November effective date, must begin updating addresses no earlier than August 20

  7. ADDRESS QUALITY TOOLS MOVE UPDATE STANDARDS Authorized Methods to Quality for Move Update Standards for First-Class Mail® and Standard Mail® • NCOALink®Processing • FASTforward® for MLOCR Processing (letter mail only) • OneCode ACS™using Intelligent Mail® Barcode • ACS™ Service • Use of an Appropriate Ancillary Service Endorsement

  8. ADDRESS QUALITY TOOLS MOVE UPDATE STANDARDS Ancillary Service Endorsements to Quality for Move Update Standards for First-Class Mail® and Standard Mail® • Address Service Requested • Return Service Requested • Temp-Return Service Requested (First-Class Mail only) • Change Service Requested (only with ACS™ service for First-Class Mail Mailers) • See DMM® for more information

  9. AN ADDRESS QUALITY PROCESS Update Validate Standardize

  10. AN ADDRESS QUALITY FOUNDATION ACS™ Update ANKLink™ NCOALink® AEC / AEC II® Validate DPV® LACSLink® Standardize CASS Certified™

  11. OneCode ACS™ Service

  12. ONECODE ACS™ • OneCode ACS using the standardized Intelligent Mail® barcode • Numeric Business Entity Identifier (BEI) used in place of ACS™ information • Eliminates need for participant code and keyline • Provides only electronic address correction notifications

  13. ONECODE ACS™ • First-Class Mail® letters (first two notices) - $0.00 • First-Class Mail letters (per additional notice) - $0.06 • Standard Mail® letters (first two notices) - $0.03 • Standard Mail letters (per additional notice) - $0.18

  14. ONECODE ACS™ • Flexibility of standardized Intelligent Mail® barcodes enables future enhancements without altering mailpiece design • Intelligent Mail barcode contains data to sort mail, and data to support ACS™ • Initially available to First-Class mailers automation compatible letter size mail

  15. ABC Company 123 Main St Memphis TN 38101-1234 1 INTELLIGENT MAIL & ADDRESS QUALITY 6060 PRIMACY PKWY STE 201 MEMPHIS TN 38188-0001 ONECODE ACS™ TYPICAL MAILPIECE

  16. Traditional ACS™ Service 16

  17. ACS™ SERVICE • Provides electronic Change of Address notices for mailpieces undeliverable due to customer move • Mailers apply a participant code and an optional keyline to mailpiece • Requires use of ancillary service endorsement • Using ACS can reduce costs associated with manual returns & manual keying of data • First-Class Mail® - $0.08 • Other than First-Class Mail - $0.25 • Centralized billing

  18. TRADITIONAL ACS™ MAILPIECE EXAMPLE ABC Company 123 Main St Memphis TN 38101-1234 Address Service Requested Participant Code > #BXBJDCK ************* 5-Digit 22030 Optional Keyline > #JAN9 7000 CA3# CENTRAL LIBRARY DEW 3915 Chain Bridge Road Fairfax VA 22030-3995

  19. Keyline Optional ACS™ PARTICIPANT CODE PLACEMENT OPTIONS 6060 PRIMACY PKWY STE 201 MEMPHIS TN 38188-0001 Presorted First-Class Mail U.S. POSTAGE PAID Washington, DC 20260 Permit No. 1 ADDRESS SERVICE REQUESTED #BXBJDCK On-Envelope ACS Participant Code

  20. NIXIE Provides ACS™ mailers with information concerning addresses that are undeliverable for reasons other than a move. UNITED STATES POSTAL SERVICE6060 PRIMACY PKWY STE 201MEMPHIS TN 38188-0001 ADDRESS SERVICE REQUESTED #BXBJDCK ******* 5-DIGIT 22030#JAN9 7000 CA3# 1508 1T52 2030 CENTRAL LIBRARY3915 CHAIN BRIDGE RDFAIRFAX VA 22030-3995

  21. NIXIE CODES A Attempted - Not Know B Returned For Better Address D Outside Delivery Limits E In Dispute I Insufficient Address L Illegible M No Mail Receptacle N No Such Number P Deceased Q Not Deliverable As Addressed – Unable To Forward R Refused S No Such Street U Unclaimed V Vacant W Temporarily Away X No Such Office

  22. NCOALink® Service

  23. NCOALink® SERVICE ADDRESS QUALITY TOOLS • Processing uses logic defined by USPS® • Utilizes a secure hash algorithm (SHA) • Creates a mathematical value unique • To every name/address in the file • Matching logic strictly controlled by USPS

  24. NCOALink® Service ADDRESS QUALITY TOOLS • NCOALink expands mailer’s accessibility to USPS® national Change-Of-Address • Mailers can license NCOALink product for use within their own mail processing environment

  25. NCOALink® Service ADDRESS QUALITY TOOLS Three Types of Licenses • Full Service Provider License • Limited Service Provider License • End User Mailer License

  26. NCOALink® Service ADDRESS QUALITY TOOLS Full Service Provider: • Typical match rate - approximately 4.32% • 439 billion address records processed in FY 07 • 18.9 billion address records updated for change-of-address

  27. NCOALink® Service ADDRESS QUALITY TOOLS Limited Service Provider & End User Mailer: • Typical match rate - approximately 2.55% • 157 billion address records processed in FY 07 • 4 billion address records updated for change-of-address

  28. AVAILABLE ANNUAL LICENSES AND PRICING ADDRESS QUALITY TOOLS Commercial distributor license • $25,000 Full Service Provider license • 48 month data file • 160 million permanent COA records • $175,000 • Additional site license • $87,500 • Weekly updates

  29. AVAILABLE ANNUAL LICENSES AND PRICING ADDRESS QUALITY TOOLS Limited Service Provider license • 18 month data file • 60 million permanent COA records • $15,000 • Additional site license • $7,500 • Weekly updates

  30. AVAILABLE ANNUAL LICENSES AND PRICING ADDRESS QUALITY TOOLS End User Mailer license • 18 month data file • 60 million permanent COA records • $7,500 • Additional site license • $3,750 • Monthly updates

  31. ANKLink™ Product New Address Quality Tool

  32. ANKLink™ PRODUCT FEATURES & BENEFITS ADDRESS QUALITY TOOLS • An enhancement to existing 18-month version of NCOALink® produce • Provides ability to identify probable move for name and address beyond 18-month NCOALink • Matches for months 19 through 48 provide no new address • May only be used in conjunction with standard NCOALink processing

  33. SuiteLink™ Product New Address Quality Tool

  34. SuiteLink™ PRODUCT FEATURES & BENEFITS ADDRESS QUALITY TOOLS • Improves business addressing by adding known secondary (suite) number to allow delivery sequencing • Business name and an associated ZIP + 4® coded address that matches to a High-rise default, will return the appropriate suite number • Licensing covered under existing NCOALink® license agreement

  35. Move UpdateMisconceptions, Hot Tips, Best Practices Adam Collinson Solution Design Consultant Center of Applied Knowledge Pitney Bowes Management Services

  36. Move Update - Requirement Meet the Move Update requirement by remembering those special words: USED ON THE MAILPIECE

  37. Move Update – Requirement - Current DMM® 233 - 3.5 Move Update Standard – 3.5.1 Basic Standards: • a. Each address and associated occupant name used on themailpieces in a mailing must be updated within 185 days before the mailing date, with one of the USPS-approved methods in 3.5.2. • b. Each individual address in the mailing is subject to the Move Update standard. • c. If an address used on a mailpiece in a mailing at one class of mail and rate is updated with an approved method (e.g., Address Change Service), the same address may be used during the following 185 days and meets the Move Update standard. • d. Except for mail bearing an alternative address format, addresses used on pieces claiming First-Class Mail® Presorted rates, regardless of any required surcharge, must meet the Move Update standard.

  38. Common Move Update Misconceptions • CASS™ / DPV® Meets The Move Update Requirement - NOT TRUE • Implementing Move Update Will Eliminate My Return Mail - • Mail Will Get Delivered To The Old Address Instead Of Becoming UAA - NOT TRUE NOT TRUE • If I use an Ancillary Endorsement or ACS™, I am in compliance - NOT NECESSARILY USED ON THE MAILPIECE

  39. Common Move Update Misconceptions But your production cycles may be impacted much earlier The frequency change to 95 days will impact me 11/23/2008 5/20 11/21 185 days 5/21 11/22 185 days 5/22 11/22 184 days . . . . . . . . . 8/18 11/22 96 days 8/19 11/22 95 days 8/20 11/23 95 days

  40. Move Update HOT TIPS It’s A 2 Step Process • Get It Clean • Process Existing List Through an NCOALink® 48 Month Database File For Maximum Information • Keep It Clean • Implement A Move Update Solution

  41. Select A Solution • One Size DOES NOT Fit All • Develop Your Best Practices For Address Hygiene • Build Your Business Case & Sell Your Management Team • Execute Your Plan Everyone Benefits – You, the USPS®, All Mailers, the Mail Recipients, TheEnvironment

  42. Select a Solution - Tradeoffs Pre Mailing Options • NCOALink® • In-house • Outsourced • FASTforward® MLOCR • FFMUN Post Mailing Options • ACS™ • Traditional • OneCode™ • (Full vs. Basic) • Ancillary Service Endorsement

  43. SELECTION HOT TIPS Select A Solution That Fits Your Company Goals • Have Vendors Help With ROI Analysis • Evaluate Solution Costs Compared To Your Mail Volume • Assess Frequency Of Processing • Evaluate Available Resources

  44. IMPLEMENTATION HOT TIPS • Update Your Database • Use A Pre-Mailing Solution • Use A Post-Mailing Solution In Addition To The Pre-mailing Solution • Use On Every Mailing - At The Time Of The Mailing

  45. MAXIMIZATION HOT TIPS • Start with a Correct and Complete Address • Use SuiteLinkTM and take action on DPV® results • Perform On All Classes Of Mail • Take Action on UAA Mail / Information • Use The Matching Logic Options • Probable / Possible Move Match Indicators • Perform Non-mailing Runs • Use FFMUN With FASTforward® MLOCR

  46. BUSINESS SCENARIOS HOT TIPS • Legal / Business Rules Restrictions • Create a Compliant Confirmation Process • Concerns On Data Accuracy • Implement Risk Mitigating Processes • Move Update Is A Per-piece Requirement • Finding Information Not Reported To USPS® • Find the Process that Aligns with Your Goals

  47. Move Update – Statistics Where are you? Where do you want to be? • COA Match Rate • Worst: 25 - 30% • Average: 3 - 4% First-Class Mail®, 5 – 10% Standard Mail® • With Best Practice: UAA Rates < 1% • Cost of Return Mail • Worst: > $100 Typically $2 - $13 • Average: $3.00 • Best Practice Opportunities: 25:1 to 100:1 ROI’s

  48. Example: Direct Marketing, Standard Mailer Why Move Update Makes Cents Update: 40.7% USPS® has new address information Suppress / Replace: 23.2% USPS knows moved, but unable to forward 8.9% Vacant or no mail receptacle

  49. Example: Financial, First-Class Mail® Mailer Always room for improvement Rescheduled Premailing Processes - Elimanted 2% Improved Postmailing Tools and Processes - Eliminated 20% Reduced Labor Costs 29 % New Suppression Protocols - Eliminated 9%

  50. Move Update – Next Steps = 2 Project Plans 1 Process Analysis Create, review, confirm and/or update your mailstream process map Move Update • Verify current and future compliance • Identify Best Practice Opportunities Intelligent Mail Barcode • Evaluate ROI on solution options

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