FRANCIA G. SMITH
VICE PRESIDENT
      AND CONSUMER ADVOCATE

UNITED STATES POSTAL SERVICE

April 2002

VICE PRESIDENTS, AREA OPERATIONS
MANAGER, CAPITAL METRO OPERATIONS
DISTRICT MANAGERS, CUSTOMER SERVICE AND SALES POSTMASTERS

SUBJECT: National Implementation of Notice 4314-C, We Want To Know

To satisfy the needs of our customers today we must be more proactive, timely, and responsive in addressing their concerns. With that in mind, the Office of the Consumer Advocate sponsored a pilot program in 5 districts and 50 locations titled "We Want To Know" (WWTK). In that program, we replaced PS Form 4314-C, Consumer Service Card, with a "take one" card that notes three ways customers may contact us:

•speaking to our postmaster/management staff.
•calling 1-800-ASK-USPS (275-8777).
•visiting www.usps.com.

Based on the survey results, the pilot was successful, so we are now proceeding with national implementation to replace PS Form 4314-C, Consumer Service Card, with Notice 4314-C We Want To Know. This new approach on how we listen to our customers will help us achieve one of Postmaster General Jack Potter's five star strategies for success - to provide the best service and value possible to our customers.

Our local employees are the ones who play a vital role in the implementation and success of this new initiative. As the first point of contact, they have the opportunity to assist our customers with their concerns and to improve and maintain the quality of service we are all proud to be associated with.

The enclosed information further explains the process and outlines the phase-in implementation schedule. Also included is a Service Talk to inform your employees of this new initiative.

Thank you for your continued support in providing our customers with the best customer service possible.

Francia G. Smith

475 L'ENFANT PLAZA SW
WASHINGTON DC 20260-2200 202-268-2284
FAX: 202-268-5531
www.usps.com