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The Postal Service has been very successful in improving service under Transformation, even as it has reduced operational costs. Compared with 2002, postal customers now have more consistent and reliable mail service, easier access to products and information, and many more options for using the mail to maintain business and personal relationships.
|STRATEGY: PROVIDE TIMELY, RELIABLE DELIVERY, AND IMPROVED CUSTOMER SERVICE ACROSS ALL ACCESS POINTS|
|Improve the quality of postal services by continuing to focus on the end-to-end service performance of all mail. Ensure that postal products and services are designed and delivered to meet customer expectations and that all customer services and forms of access are responsive, consistent, and easy to use.|
A. STRATEGIC CHALLENGES AND TRENDS
The following challenges and trends are factors in planning for service improvements:
B. TRANSFORMATION STRATEGIES
The preceding three sections of the Plan describe actions designed to create more value for customers, a strong, stable financial bottom line, and a more engaging and rewarding workplace. However, none of these outcomes are possible without the Postal Service keeping its eye fixed squarely on its paramount goal to provide great service while protecting customer privacy and preserving the sanctity of mail. For postal customers, service has two key dimensions: