7. SELF SERVICE AND ACCESS MANAGEMENT
During 2002, Self Service and Access Management (SSAM) office continued to focus on improving performance, increasing access points for consumer stamp purchases, and generating revenue. The office continued to emphasize increasing consumer awareness of alternative locations for stamp purchases. The Self Service office is will be working with large retail chains and other retail locations that complement our marketing programs.

Approximately 9 percent of retail revenue is generated from self-service vending. During 2002, the Postal Service focused on improving customer satisfaction (increased by 1 percent) and reducing the number of out-of-date machines (decreased by 20 percent).


a. Provide New Services

The Postal Service continued the pilot test of the Automated Postal Center (APC). The APC is a self-service kiosk that enables consumers to weigh, rate, print postage (using information-based indicia (IBI) technology), and mail packages. It also offers the ability to purchase sheetlets of stamps and to obtain general mailing information. The APC has the capacity to provide approximately 80 percent of the commonly requested postal transactions in a self-service environment. This use of new technology further leverages our plans to reduce costs and improve customer satisfaction.


b. Stamps on Consignment

Approximately 8 percent of retail revenue is generated from the Stamps on Consignment program. This program is designed to offer consumers easy access to purchase stamps. These alternative locations include supermarkets, drug, and convenience stores as well as ATMs at various bank branches. The number of alternative locations provided by this program was approximately 41,000 in 2002.