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MTAC Workgroup 117
October 12, 2007
Washington DC
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PPostalostalOOnene!!®®PPostalostalOOnene!!®®
Electronic Mail Improvement Reporting
(eMIR)
Electronic Mail Improvement Reporting
(eMIR)
Marketing Technology & Channel Management
3
eMIR & Mail QualityeMIR & Mail Quality
History
Program Overview»Business Process
»System Process
Improving Mail Quality»Bundle Breakage Blitzes
» “Perfect Bundle” Preparation
Customer Reports
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MTAC workgroup consisting of consortium of Mail Industry
Members, USPS Operations and Marketing SystemsObjective
» 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
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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
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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
Lab
el
Bar
cod
e
Fo
rmat
Inco
rrec
tW
alk
Seq
uen
ce
Ad
dre
ssin
g
Inco
rrec
tL
ine
of
Tra
vel
Mai
lpie
ceD
esig
n
Par
cel
Wra
pp
ing
Po
stag
e
In-H
om
eD
ates
Oth
er
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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 dataVolume 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
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•Primarily Electronic Payment•Enterprise Payment System
•Paper Checks•Local Accounts•Different Payment Systems for Different Products
PaymentPayment
Mail Acceptance & Visibility Transformation
Future
•Intelligent Mail Barcodes•Mailpiece, Container Indentification•Comprehensive Mailing Information
Mail Preparation
Mail Preparation
•Census•PBV Fully Optimized Manual•Automate Seamless Acceptance•Focused Resource Allocation & Measurement•Centralized Performance Measurement
•MERLIN (Sample-Based)•Manual (Sample-Based)•Optimized Verification (PBV)•Begin to Align Resource Allocation•Standardize Performance Measurement
VerificationVerification•Manual (Sample-Based)•Unit Level Resource Allocation & Measurement
•End-to-End Service Measurement•By Customer•Point-to-Point
Service Measurement
Service Measurement
•No Required Service Measurement
Pre-2002 2002 – 2007
•POSTNET/PLANET•Paper, Limited Electronic Mailing Information
•End-to-End Visibility•Near Real Time Comprehensive Feedback
•Hardcopy •Inconsistent •No Customer Visibility
CustomerExperienceCustomer
Experience
•Postnet Barcode•Paper Mailing Information
•Paper Checks•Electronic Payment•Centralized Accounts•Disparate Payment Systems
•Limited Electronic Mail Quality Feedback •Limited Customer Visibility
•Mandate for Service Measurement (Market Dominant)
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“Circle of Love”
An Integrated Approach
ElectronicElectronic Mailing Mailing
InformationInformation
Electronic Centralized
Payment
Scan atEntry
InductionElectronic Advance
Notification
Unique Barcodes
Mail Preparation
Electronic In-Process &
Performance-BasedMail Verification
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Uniquely identifies the sender
Uniquely identifies the mailpiece or aggregate
Includes sortation & routing
Includes Product, Special Service, or other Unique indicators
Intelligent Mail® Tray Barcode
6060 PRIMACY PKWY STE 201
MEMPHIS TN 38188Address Change Service
John Doe
6449 AMBERVIEW CV
MEMPHIS TN 38141 - 8346 TRLR453012MOPS TRLR453012MOPS
RR DonnellySTANDARD FLATS
CARRIER ROUTE PRE-SORT55035
PPM33366666688888888
TR
AC
H
MA
ILE
RB
AR
CO
DE
ABC Company
Intelligent Mail® Package Barcode
Intelligent Mail® Container Barcode
Mail PreparationNew Intelligent Mail® Barcodes
Intelligent Mail® Barcode
Information-Based Indicia
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FROM THIS
TO THIS
Free up real estate on mail piece
Intelligent Mail Barcode Transition
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Barcode in Address Block When the barcode is included as part of the address block: Above address line containing the recipient's name Below the city, state, and ZIP Code line, except when using an
Intelligent Mail barcode to access OneCodeACS Above or below the keyline information Above or below the optional endorsement line
Mail PreparationIntelligent Mail Barcode Placement
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Mail PreparationInside the Intelligent Mail Barcode
Barcode ID: 2-digit field to specify presort makeup. “00” if you don’t use OEL
Special Services: 3-digit field used to identify extra services like Confirm, OneCode ACS. “700”: First-Class; “702”: Standard; “704”: Periodicals
Mailer ID (MID): 6- or 9-digit Mailer identifier assigned by USPS
Adjustable Field: 3-digit field used for MID (if 9-digit MID), or for Serial Number (if 6-digit MID)
Unique Serial Number: 6 or 9-digit field used to uniquely identify mailpieces
Destination ZIP: 11-digit Delivery Point ZIP Code
15 1617 18 19Unique Serial Number
6N
202122232425262728293031Routing ZIP
11N
3 4 5Service Type
3N
6 7 8 9 1011Mailer ID
6N
1 2Barcode ID
2N
1213 14
3N
Adj Field
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A Mail Owner who mails 10 million or more pieces annually will be assigned a 6-Digit MID with a maximum of one MID per 10 million pieces in annual mail volume.
A Mail Owner who mails less than 10 million annually will be assigned a 9-Digit MID with a maximum of one 9-digit MID per 1 million pieces in annual mail volume.
A Mailing Agent at a location that mails 10 million or more mailpieces annually will be assigned one 6-Digit MID with a maximum of 1 MID per 10 million pieces per mailing location.
A Mailing Agent at a location that mails less than 10 million pieces annually will be assigned one 9-Digit MID with a maximum of 1 MID per 1 million pieces per mailing location.
15 16 17 1819Unique Serial Number
6N
20 2122232425262728293031Routing ZIP
11N
3 4 5Service Type
3N
6 7 8 9 1011Mailer ID
6N
1 2Barcode ID
2N
1213 14
3N
Adj Field
Mail PreparationMailer ID (MID) Assignment
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Call PostalOne! Helpdesk at 800-522-9085 for Mailer ID assignments for Letter & Flat Mailers, and for Mailers looking to use Intelligent Mail barcodes on Trays, Sacks, Tubs and Containers
Call Confirmation Services Helpdesk at 877-264-9693 for Mailer ID assignments for Package Mailers
Call Confirm Helpdesk at 800-238-3150 for Mailer ID assignments for Mailers looking to use OneCode Confirm™
Call ACS Helpdesk at 800-238-3150 for Mailer ID assignments for Mailers looking to use OneCode ACS™
Mail PreparationMailer ID (MID) Assignment
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10/24 Intelligent Tray Barcode label
Routing and content Unique mail preparer ID Unique tray, sack, or tub ID Enables “nesting” of trays
OLD
NEW
Mail PreparationIntelligent Mail® Tray Barcode
L sr T ID1N 1N
Mailer ID Adjust Field Serial No.3 or 5 digit N 3N 6N 3N 5N
ZIP CIN
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
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New Intelligent Mail® Container Barcode Applied to a placard Unique mail preparer ID Unique pallet, container, APC, rolling stock
4
45900
HARTE-HANKS DM BALTIMORE MD 21227
USPS SCAN REQUIRED
Mail PreparationIntelligent Mail® Container Barcode
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21
T ID1N
App ID Mailer ID Adjust Field Serial Number2N 6N 3N 9N
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Mailing Information Current
Mailing InformationNo Nesting Relationship
» Pieces to Tray» Trays to Pallet
Paper Postage Statement
CustomerSystem
PostalOne!
System
Electronic Mailing Information Mail.dat Web Services Postage Statement Wizard PTS/Delivery Confirmation
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Mail Preparation & Mailing Information New
Intelligent Mail Barcode
Tray
Tray
PalletPieces
Pieces
Intelligent Mail Tray Barcode
Intelligent MailPallet Barcode
CustomerSystem
PostalOne!
System
Electronic Mailing Information Mail.dat Web Services Postage Statement Wizard PTS/Delivery Confirmation
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Mail Preparation» Postage» Presort» Entry Location» Destination
Piece Level» PTS/Delivery Confirmation» Mail.dat
• PDR / ADIS» Web Services
• XML» Postage Statement Wizard
• Not Available
Nesting Relationships» Pieces to Bundles» Pieces to Trays» Bundles to Pallets» Trays to Pallets
Mail Volumes
Postage Statements
Mail.datMail.dat
Web ServicesWeb Services
Postage Statement WizardPostage Statement Wizard
HighHigh
LowLow
Mailing Information Electronic Documentation
Mailers Provide Mail Makeup Address Information Piece Counts Logical Tray Counts Pallet Counts Entry Location & Schedule Weight
Mailers Provide Mail Makeup Address Information Piece Counts Logical Tray Counts Pallet Counts Entry Location & Schedule Weight
Low
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Mail PreparationFull Service/Routing Intelligent Mail Barcode
Unique Number on Each Mailpiece
Description
All pieces have the same mailing number
MID Unique Mailpiece ID Delivery Point ZIP
INTELLIGENT MAIL BARCODE
MID Delivery Point ZIPUnique Mailing ID
INTELLIGENT MAIL BARCODE
End-to-End Tracking
Similar to current Delivery Point ZIP
Delivery Point ZIP
Delivery Point ZIPMID 000000
Delivery Point ZIP
DescriptionINTELLIGENT MAIL BARCODE
POSTNET BARCODE
Address Quality & Sorting Enabled
15 1617 18 19Unique Serial Number
6N
202122232425262728293031Routing ZIP
11N
3 4 5Service Type
3N
6 7 8 9 1011Mailer ID
6N
1 2Barcode ID
2N
1213 14
3N
Adj Field
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Verification ApproachCurrent
Mail Verification Activities
» Barcode Quality, Presort,, Mailpiece Count, Address Quality, Correct Meter, Bundle Integrity, Weight Verification
Mail Verification Approach» MERLIN & Manual (Sample-Based)
» Labor Intensive and Time Consuming» Average 49 minutes – 1.28 hours
Verification Rules» Every mailing > 10,000, 1 in 6 < 10,000
Performance-Based Verification (PBV)
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Scan mailpieces, handling units, & containers with Intelligent Mail Barcode
Scan at induction points to start the clock
Scan during mail processing (interim data points)
Last scan (End Of Run) predicts delivery
Scan data (location, operation, time) compared to service benchmark establishes performance
Determine service
performance
Processing Scans
Induction Scans
Automated Verifications
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Manifest Quality
Presort Errors
Barcode Quality
Mailpiece Count
Address Quality
Optimized Manual/MERLIN Verifications
In-Process Barcode-Enabled Verifications
Optimized Verification Model New
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Automated BRM Accounting Automated Business Reply Mail (aBRM)
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Intelligent Mail/Electronic Doc. Pilot Update
Pilot Underway
» First-Class Letters
» Standard Letters & Flats
Pilot Participants
» JCPenney/ Harte-Hanks in Cincinnati OH, Grand Prairie TX,
Fullerton CA & Wilkes-Barre PA
» PSI, Omaha NE & Dallas TX
» ZipSort, Minneapolis MN
» Prudential, Bellmawr NJ
» Netflix in North Texas TX
» Modern Postcard, San Diego CA
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Pilot Weekly ReportAddress Quality
Mailing Date
Invalid Delivery Point % of Total Pieces in Mailing
Number of UAA Matches Found
Total UAA % of Total Pieces in Mailing
NIXIE % of Total Pieces in Mailing
COA Matches as a % of Total Pieces in Mailing
Oldest COA Match (Days)
"Old" COA Matches as a % of COA Pieces
"Old" COA Matches as a % of Total Pieces in Mailing
11/28/06 1.8% 251 5.3% 2.3% 3.0% 327 9.0% 0.3%11/30/06 1.4% 2963 6.3% 2.4% 3.8% 350 7.8% 0.3%
12/5/06 0.7% 153 8.1% 4.9% 3.2% 588 19.7% 0.6%12/7/06 4.9% 208 1.8% 1.1% 0.6% 444 29.3% 0.2%
12/12/06 2.0% 82 2.7% 1.2% 1.4% 351 4.5% 0.1%12/14/06 2.7% 1161 2.7% 1.3% 1.3% 267 14.3% 0.2%
1/4/07 3.4% 1943 4.0% 2.0% 2.1% 649 4.4% 0.1%1/9/07 2.1% 1974 4.5% 2.1% 2.4% 702 31.3% 0.7%
1/18/07 2.4% 1440 3.3% 1.4% 1.9% 716 11.9% 0.2%1/23/07 2.7% 1632 3.6% 1.7% 1.9% 515 11.8% 0.2%1/25/07 3.1% 1391 3.1% 1.3% 1.7% 716 11.5% 0.2%1/30/07 2.4% 1988 4.1% 1.6% 2.5% 489 11.8% 0.3%2/1/07 1.6% 3580 8.5% 4.3% 4.2% 712 16.3% 0.7%2/6/07 1.1% 2181 5.2% 2.1% 3.1% 575 9.8% 0.3%
2/13/07 2.6% 474 2.1% 0.7% 1.5% 503 70.8% 1.0%2/22/2007 1.4% 235 1.2% 0.2% 1.0% 667 34.0% 0.3%
Electronic Feedback on Invalid Delivery Points and Undeliverable
as Addressed (UAA)
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Pilot Weekly Report Address Quality, Invalid Delivery Points
Electronic Feedback on Invalid Delivery Points
Electronic Feedback on UAA Intelligent Mail Barcode Pieces
57
Intelligent Mail/eDOC Report Container & Tray Visibility
Barcode D&R Tag USPS Scan Site Scan Date/Time Scan Type
99P000493PSI-TEST012050056 Omaha 9/12/2007 20:38 UNLD
99P000493PSI-TEST012050057 Omaha 9/13/2007 20:45 UNLD
99P000493PSI-TEST012050058 Omaha 9/14/2007 20:43 UNLD
99P000493PSI-TEST012050061 Omaha 9/19/2007 20:48 UNLD
077312420123456000129391 AV1DA399Q+ PSI TMS 9/14/2007 1:25 ASSIGNMENT
077312420123456000129401 BMTDA405C4 PSI TMS 9/14/2007 13:31 ASSIGNMENT
077312420123456000129421 AV1DA399QJ PSI TMS 9/14/2007 0:57 ASSIGNMENT
Electronic Feedback on Container/Tray Scans
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Comprehensive service performance» By plant
» By class
» By customer
» By pre-sort level
Point-to-Point diagnostics
Barcoding & AddressingBarcoding & Addressing
6060 PRIMACY PKWY STE 201MEMPHIS TN 38188
Address Change Service
John Doe
6449 AMBERVIEW CVMEMPHIS TN 38141 - 8346
TransportationTransportation
Integrated ApproachIntegrated Approach
Mail Processing &
Delivery
Mail Processing &
Delivery
AcceptanceAcceptance
Customer Experience - NewService Performance
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Payment Current
PostalOne!
ACS
Express Mail
PO Box
Bulk Permit# 123
Postage Due# 95001
Express# 202987
PO Box Rent# 190001
Limited Access
Multiple Touch-points
Multiple Accounts
Multiple Payment Records
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Payment New
Online Payment
PostalOne!
ACS
Express Mail
PO Box
24X7 Consolidated Access to Postal Charges
Single On-Line Touch Point
Integrated Account for all Products & Services
Single Payment Record
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