4. IMPROVING SERVICE FOR GLOBAL EXPRESS MAIL™ AND GLOBAL AIR PARCEL POST
The Postal Service continues a multiyear process of improving the reliability and features of its expedited and package service offerings. Global Express Guaranteed®, established in 2000, now provides a guaranteed, day certain package delivery option for customers. To complement this service, and to clarify related options for customers, International Business has taken steps to transform its existing Global Express Mail^™ and Global Air Parcel services into a consistent and reliable menu of companion options that are predicated on days to delivery and geographic service area.

To launch these service-related distinctions, the Postal Service implemented two important steps during 2002. First, reciprocal pay-for-performance agreements were implemented for Global Express Mail with interested foreign postal administrations. These new agreements establish service-level expectations for scanning, tracking, and delivering items on time. Second, the concept of a new delivery approach for Global Express Mail and Global Air Parcel service to continental Europe, with emphasis on levels of service, was implemented. This concept has culminated in an agreement with one service provider, Consignia (Royal Mail), which replaces numerous separate bilateral arrangements with European posts, and offers the advantage of establishing consistency and realistic expectations for expedited and deferred services.