PCC Advisory Committee Meeting Minutes

2012 National Postal Forum
Orlando, FL
April 3, 2012

Industry Attendees:
Theresa Peterlein, Industry Co-Chair – Peterlein Consulting
Naomi Quiram – Gustavaus Adolphus College
Larry Chaido – TransGlobal Consultants

Postal Attendees:
Ron Stroman
Maura Robinson
Susan LaChance
Sharon Owens
Tony Williams 
Laurie Timmons
Rick Cooper 
Pete Allen
Jamie McHenry
Anthony Frost
Tonya Dodson
Lewis Johnson
Tom Foti, Guest Speaker

Opening Remarks
•	Sharon Owens welcomed and thanked the members for their active participation at the 2012 National Postal Forum.  Susan LaChance and Maura Robinson thanked the members for their continuing dedication to the PCC Network mission and the Postal Service (USPS) officers also pledged their ongoing commitment to the PCC partnership.  
•	Naomi Quiram and Larry Chaido were recognized as new Industry committee members.

Overall NPF Feedback
•	Many attendees stated that this year’s Forum was the best ever.
•	Recommended that the PCC Opening Session and all PCC workshops take place on Sunday.
•	Overflow of attendees at some educational sessions was a major concern to many.  Several sessions were scheduled to be repeated on Wednesday, April 4, 2012.
•	Complaints were aired about not having the traditional PCC Reception.

PCC Opening Session Format
•	Attendees were very excited about the new format, including the peer-to-peer (P2P) roundtables, industry responses to questions, real time responses and comments to those questions.  

PCC Opening Session Customer Experience Improvement Segment 
•	Answers to questions on customer experience were what we expected. 
•	PCCs are definitely a clear channel for sending and receiving information, including real time information sharing is critical to customer experience.
•	District managers should be reaching out to business mailers in their respective districts. 
•	Common concerns from the P2P roundtable discussions should prompt action by PCCs and or USPS.  (Follow-up is critical.) 
•	Area Focus Group meetings are valuable in improving customer experience, but must avoid overlapping with other meetings.

Opening Session PCC Focus Segment
•	PCCs have lots of Network Rationalization implementation questions, including what will be the impact on the PCC Network.  Industry is afraid PCCs will go away when plant closes.  Very important to send messages to PCCs to address their concerns.
•	Presence of senior officers and district managers is a big plus in reassuring PCC members of Postal commitment.
•	Best practices need to be shared with all PCCs with explanations not just headlines.
•	Real time announcements of educational opportunities are critical to PCCs.
•	All best practices should be posted on the National PCC website.
•	Area marketing managers should be involved in all PCC Customer Café webinars. 
•	Not having face-to-face time with mailpiece design analysts is still a disappointment.
•	Identify folks with extensive PCC experience to mentor other PCCs.
•	There is a critical need to announce the PCC Customer Café webinars well in advance of their scheduled dates.  Next webinars scheduled for May 2012.

Direct Mail – Local Outreach Initiative 
•	Focus is to reach out to small businesses where they are likely to be present (i.e., Chambers of Commerce, Small Business Development Centers, Rotary Clubs, etc.).
•	It was suggested that PCC ambassadors be identified for this program.
•	Get on PCC agendas to spread the word about Direct Mail program designed for small businesses.
•	USPS HQ should develop collateral materials for PCC use.
•	Develop a program similar to around Consumer Protection Week that Postal Inspectors are involved with.
•	Capitalize on what has worked well in past, including video success stories and customer testimonies. 

Next Meeting  
•	Lewis Johnson will coordinate.
•	Future meetings will focus on action items below: 

Action Items
•	Endorsement letter
•	Notes from Sunday Session by April 13, 2012
•	How to share best practices?
•	How to reach new small businesses?
•	How to ensure postal support?
•	Comprehensive messaging around postal changes
•	Future Business Model for PCCs
•	Status of education

Prepared by:  Pete Allen and Lewis Johnson                                        Approved by:  Sharon Owens