Quarterly Performance for National Special Services
Mailpieces Delivered Between 01/01/2012 and 03/31/2012

Overview

In FY12, service performance is being measured for the following Special Services: Delivery Services (which is a composite of Delivery Confirmation™, Signature Confirmation™, Certified Mail™, Electronic Return Receipt, Registered Mail™, and Collect on Delivery), Post Office Box Uptimes, Confirm®, Address Correction Service, Insurance Claims, Money Order Inquiry, and Address List Services. Customers’ service expectations vary based on the Special Service; therefore no single service performance methodology is used for all.

For Delivery Services, the elapsed time from barcode scan at delivery to the time the delivery information is available to customers is compared against the service standard.

PO Box service is measured by comparing the availability of mail delivered to a PO Box section to the posted "uptime", the time of day when customers can expect to collect the mail from their PO Box.

For Confirm®, the elapsed time from a mailpiece scan on mail processing equipment to when the data are available to customers is compared against the service standard.

For automated Address Correction, the elapsed time from when data are transmitted to ACS to when data are forwarded to participants is compared against the service standard.

For Insurance Claims, the time in days from the date when all information is available for claims processing resolution to the date USPS transmits a resolution to the customer is compared against the service standard.

For Money Order Inquiries, the time in days from the date when the customer purchases the inquiry service to the date a customer response is sent is compared against the service standard.

For Address List Services, the time in days from the date when customers request an address list service to the transmission of the corrected address information to the customer is compared against the service standard.

Service performance for Delivery Services and PO Box Uptime is reported quarterly by postal district. Confirm®, automated Address Correction, Insurance Claims, Money Order Inquiries, and Address List Services each use a national, or centralized, system; thus, service performance is reported at a national level.

Performance Highlights

For the Special Services measured only at the national level, service performance in FY12 Quarter 2 was 87.5 percent on time for Address List Services, 99.2 percent on time for Money Order Inquiries, and 99.9 percent on time for Confirm®. Performance for Insurance Claims Processing was 84.9 percent on time, and Address Correction was 100 percent on time.

For Delivery Information Services, 97.5 percent of the information was delivered on time in FY12 Quarter 2, an increase of 0.1 points from the same period last year. Mississippi continued to post the highest score at 98.9 percent on time. There were 25 additional districts with performance of 98.0 percent or higher in FY12 Quarter 2. National Post Office Box service decreased by 0.4 points when compared to the same period last year, at 93.0. Northern New Jersey continued to rank the highest among all districts by scoring 98.6 percent on time. Greater Indiana also scored higher than 98.0 percent on time.