Chapter V      2001 Performance Report go to the 2001 Comprehensive Statement on Postal Operations front page go to the table of contents go to the previous page go to the next page
A. Year in Review  


    2. Customer Service
Throughout 2001, the Postal Service maintained its primary focus on its mission of delivering outstanding customer service and value to the American people. The Postal Service exceeded the target for on-time performance for its flagship product, Overnight First-Class Mail™, achieving 94 percent on-time performance both for the period of measurement and for the year in total. The target was 93 percent on-time performance.

For EXFC two-and three-day mail, the Postal Service did not meet the on-time performance of 87 percent set for 2001, due to continued transportation problems resulting from scheduled airlines’ inability to provide reliable flight service. The Postal Service achieved two- and three-Day combined First-Class Mail on-time performance of 84 percent.

The Priority Mail on-time target, which is proprietary, was met.

The Postal Service met the target for Advertising Mail delivered on-time within a requested sales window with performance at 98 percent as measured by the ADVANCE system.

To further improve customer service, the Postal Service has worked with the mailing industry to implement an initial indicator, considered to be proprietary, for Parcel Select (ground parcels) performance in 2001 and has piloted an enhanced Electronic Publication Watch System.



TABLE 5.2 USPS TOTAL FACTOR PRODUCTIVITY 1993-2001
USPS
Total Factor
Productivity
USPS
Output per
Workhour

Multi Factor
Productivity1
Annual2
Cumulative
From 1971
Annual
Cumulative
From 1971
Annual2
Cumulative
From 1971
1993
3.8
11.0
4.6
19.4
0.5
13.0
1994
(0.2)
10.9
0.8
20.2
0.9
13.9
1995
(1.9)
 8.9
(1.3)
18.9
0.5
14.4
1996
(1.3)
 7.6
(0.1)
18.8
1.4
15.8
1997
1.3
 8.9
1.7
20.5
1.0
16.8
1998
(1.0)
 7.9
1.2
21.7
1.4
18.2
1999
(0.1)
 7.9
0.9
22.6
0.6
18.8
2000
2.4
10.2
2.0
24.6
1.7
20.5
2001
1.3
11.5
1.7
26.3
(0.6)
19.9

1 2000 and 2001 MFP Data are estimates of DRI-WEFA. BLS Data for these years have not been released.

2 Historical data are subject to revision as certain data used in calculating productivity are periodically revised. Price indexes released by the Bureau of Labor Statistics and the Bureau of Economic Analysis taht are used to calculate resource usage are subject to regular historical revisions by these agencies. When historical revisions are released, they are incorporated into the TFP calculation, which can result in historical TFP revisions. TFP for the reporting year is also subject to revision when final Postal Service cost data for the reporting year is available. Generally this revision occurs in April of the following year.

Note: Certain Annual/Cumulative amounts may not sum due to rounding.



go to the 2001 Comprehensive Statement on Postal Operations front page go to the table of contents go to the previous page go to the next page   continue...