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Electronic Mail Improvement Reporting

(eMIR)

Electronic Mail Improvement Reporting

(eMIR)

Marketing Technology & Channel Management

2

eMIR & Mail QualityeMIR & Mail Quality

History

Program Overview Business Process

System Process

Improving Mail Quality Bundle Breakage Blitzes

“Perfect Bundle” Preparation

Customer Reports

3

MTAC workgroup consisting of consortium of Mail Industry Members, USPS Operations and Marketing Systems Objective

Find solutions to business mailing preparation problems impacting USPS processing operations

Improve service

Increase productivity and customer satisfaction

Save costs

Cooperative effort between USPS Operations, Business Service Network & Business Mail Acceptance personnel

Deployed in Fall of 2004 to Operations, BMC & plant sites

eMIR HistoryeMIR History

4

Current PS Form 3749 process was ineffective & inefficient Many customers never saw the PS Form 3749

Paper process was not conducive to BMEU follow-up

Mail processing employees never saw improvements

BSN process only manages National & Premier Accounts Contacts often were not at the necessary process owner level

Information was not available to the origin BMEU

Need for technical solutions to facilitate business process improvement Inability to centralize information for analytical capabilities

Inability to share information across functional process areas

eMIR Process AnalysiseMIR Process Analysis

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Implement Web-enabled business process improvement that:

Identifies issues impacting efficient mail processing of business mailings

Informs – process owners of identified deficiencies and impacts to mailing efficiency

Improves – business processes through information management and reporting capabilities

eMIR Program ObjectiveeMIR Program Objective

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BMEUBMEUBMEUBMEU

CustomersCustomersCustomersCustomers

BSNBSNBSNBSN

OperationsOperationsFacilitiesFacilities

OperationsOperationsFacilitiesFacilities

PostalOne!PostalOne!eMIReMIR

PostalOne!PostalOne!eMIReMIR

Links All Parties in Communication Loop

eMIReMIR

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Mail preparation problems found in postal processing are reported in eMIR by operations personnel

If identified as a managed account, the report is forwarded to the BSN through an interface with the iBSN System BSN receives as a service request

BMEU receives a copy of the report for information purposes

If the report is for a non-managed account, it is routed to the BMEU identified as the point of entry

eMIR Business ProcesseMIR Business Process

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USPS Business Mail

Entry

PostalOne!

USPS Business Service Network

Managed Account?

iBSN

Report Routing

Operations

eMIR Business ProcesseMIR Business Process

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BSN / BMEU investigates issue, makes customer contact and closes report

Resolution information available to all parties USPS personnel Customers

BMEU automatically notified when mailer with a previous reported mail preparation issue submits a mailing

eMIR Business ProcesseMIR Business Process

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Step 1: Enter facility information regarding where the processing issue was encountered.

Step 1: Enter facility information regarding where the processing issue was encountered.

Problem Entry

eMIR System ProcesseMIR System Process

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Step 2: Collects informationabout the method of postagepayment

Step 2: Collects informationabout the method of postagepayment

Problem Entry

eMIR System ProcesseMIR System Process

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Step 3: Identify theOwner and / or PreparerStep 3: Identify theOwner and / or Preparer

Problem Entry

eMIR System ProcesseMIR System Process

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Step 4: Collects detailedinformation about themailpiece / mailing beginningwith container information

Step 4: Collects detailedinformation about themailpiece / mailing beginningwith container information

Problem Entry

eMIR System ProcesseMIR System Process

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eMIR provides capability to attach images for container, mailpiece, and problem information

eMIR provides capability to attach images for container, mailpiece, and problem information

Problem Entry

eMIR System ProcesseMIR System Process

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Mailpiece information continueswith description & characteristicsMailpiece information continueswith description & characteristics

Problem Entry

eMIR System ProcesseMIR System Process

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Collects detailedinformation about thenature of the problem

Collects detailedinformation about thenature of the problem

Problem Entry

eMIR System ProcesseMIR System Process

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Problem Entry

eMIR System ProcesseMIR System Process

The problem record is thenrouted to the origin BMEUor BSN for resolution

The problem record is thenrouted to the origin BMEUor BSN for resolution

Any Owner Any Preparer

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Problem Resolution

eMIR System ProcesseMIR System Process

ABC

ABC

ABC

ABC

Select report that you want to view / resolveSelect report that you want to view / resolve

CBA

CBA

CBA

CBA

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Problem Resolution

User selects a resolution option.User selects a resolution option.

ANY MAILER

eMIR System ProcesseMIR System Process

ANY PREPARER

ANY PERIODICALS TITLE

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When a mailer with a previous reported mail preparation issue submits mailing, USPS automatically notified of issue

Balance and Fees page now displays a dialog box noting presence of problem reports when applicable

Postage Statement displays a dialog box noting presence of eMIR issues

Dialog box allows user to click link and view problem report(s)

Initial Verification section has been added to postage statement to notate action on issues

BMEU Notification

eMIR System ProcesseMIR System Process

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BMEU Notification

eMIR System ProcesseMIR System Process

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Initial Verification / Link eMIR Report

eMIR System ProcesseMIR System Process

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Initial Verification / eMIR Report Update

eMIR System ProcesseMIR System Process

eMIR Reports for

First-Class Mail

eMIR Reports for

First-Class Mail

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Deployed in fall of 2004 to operations BMC & plant sites

Initial focus was on APPS (Automated Package Processing System) deployment issues Bundle breakage blitzes conducted periodically

Participation: All BMCs (Bulk Mail Centers) and Mail Processing Facilities

required to participate Delivery Units optional

eMIR is designated source system to record mail quality issues identified in the mail processing stream

Improving Mail QualityImproving Mail Quality

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First Class Mail – Top IssuesJanuary – October 2007

Improving Mail QualityImproving Mail Quality

Label

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First Class Mail – Top IssuesJanuary – October 2007

Improving Mail QualityImproving Mail Quality

Label

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First Class Mail – Barcode Issues

Improving Mail QualityImproving Mail Quality

Label

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First Class Mail – Mailpiece Design

Improving Mail QualityImproving Mail Quality

Label

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First Class Mail – Mailpiece Design

Improving Mail QualityImproving Mail Quality

Label

Other Print too light / Contrast Missing or Incorrect FIM (Facing Identifaction

Marking)

Mailpiece too glossy – pieces tick together

Perforation Issues

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First Class Mail – Postage

Improving Mail QualityImproving Mail Quality

Label

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First Class Mail – Postage

Improving Mail QualityImproving Mail Quality

Label

Other Meter Ink Not Readable!!!!!!!!!!!!!

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First Class Mail – Other

Improving Mail QualityImproving Mail Quality

Label

Residual Glue Pieces sticking together Tabbing – improper/missing

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Increased utilization resulted in better data collection

Better quantitative data Volume information determines extent of problem

Better qualitative data Completion of all data collection fields results in more resolved

reports

Emphasis on preparer and container label information to help identify entry point of mail

Pictures powerful in identifying & resolving issues

Results

eMIR UtilizationeMIR Utilization

eMIR Customer ReportseMIR Customer Reports

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Provides Owners / Preparers electronic access to their reports

Users will see reports that are in a resolved status only (open reports will not show until resolved/closed)

Users will only see reports where they have been identified as the Owner / Preparer Preparers have been identified on ~ 30% of reports

All users (Owners or Preparers) must apply for PostalOne! Owner View to get access to eMIR reports

Customers can apply online for PostalOne! access at usps.com

eMIR Customer ReportseMIR Customer Reports

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PostalOne! Customer Reports

eMIR Customer ReportseMIR Customer Reports

From the owner homepage, select Reports on the blue bar.From the owner homepage, select Reports on the blue bar.

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Select Electronic Mail Improvement Report.Select Electronic Mail Improvement Report.

eMIR Customer ReportseMIR Customer Reports

Electronic Mail Improvement Report

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Two Report Formats

eMIR Customer ReportseMIR Customer Reports

Select either: List of Individual Reports or Aggregate ReportsSelect either: List of Individual Reports or Aggregate Reports

Report ID can be used to search for a specific report ID#

Preparer report search is not available at this time

Date Range allows users to select what time period they wish to view. Range can be up to one year.

Individual Reports listing shows all reports in the system that have been

identified to a specific Owner or Preparer

Aggregate Reports show a graphical view of all selected problem criteria

Report ID can be used to search for a specific report ID#

Preparer report search is not available at this time

Date Range allows users to select what time period they wish to view. Range can be up to one year.

Individual Reports listing shows all reports in the system that have been

identified to a specific Owner or Preparer

Aggregate Reports show a graphical view of all selected problem criteria

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BCSS Test Test Inc.

eMIR Test Test Inc.

Individual Reports Listing shows all reports that are in a resolved status.

Results indicate how many reports were found for the time period selected.

Click on individual report ID numbers to view the details of a specific report.

Individual Reports Listing shows all reports that are in a resolved status.

Results indicate how many reports were found for the time period selected.

Click on individual report ID numbers to view the details of a specific report.

Individual Report Listing

eMIR Customer ReportseMIR Customer Reports

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Detailed Report

eMIR Customer ReportseMIR Customer Reports

Individual ReportEnlarge images by clicking on them.

Individual ReportEnlarge images by clicking on them.

Mail Owner111 ELM STANYTOWN, US 98765-4321

Mail Owner

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Aggregate Report Criteria

eMIR Customer ReportseMIR Customer Reports

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Aggregate ReportsShow a graphical view of all selected problem criteria

Drill down on selected containers or problems to see details

Aggregate Reports

eMIR Customer ReportseMIR Customer Reports

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Aggregate Reports Detail from drill down

Aggregate Reports Detail from drill down

Aggregate Reports

eMIR Customer ReportseMIR Customer Reports

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Accessible through PostalOne! Customers can apply online for PostalOne! access at usps.com. Customer Care Center – 800-522-9085

eMIR Customer ReportseMIR Customer Reports

For more information on eMIR, please contact:

Susan Redman

202-268-8073

susan.f.redman@usps.gov

2006 Marketing Technology & Channel Management

47

Questions?Questions?