A. Public Perceptions,
Customer Outreach, and
Mailer Liaison
1. Customer Feedback Analysis
The Postal Service™ uses a variety of
methods to communicate with customers
about its services, products, policies, and
personnel. The aggregated data from these
sources allow the Postal Service to formally
integrate the voice of the individual consumer
into its business practices and provide feedback
to operations, where the Postal Service
can take action, respond, and improve. In
2003, Corporate Customer Contact handled
more than 68 million customer inquiries. Of
these, nearly 2 million were customer issues
that were documented and electronically sent
to the appropriate local Post Office™, or
district Consumer Affairs unit for resolution.
Furthermore, reports providing statistical
recaps of all documented issues are available
for personnel with managerial oversight to
analyze trends and take appropriate actions.
2. Privacy
The Privacy Office was established in
November 2000 to protect the value privacy
brings to the trusted Postal Service brand —
both for traditional hard copy delivery and for
electronic applications. To maintain privacy
leadership, the Privacy Office stays current
with the evolving privacy landscape, including
legal and policy frameworks, new technologies,
and best-in-class business models and
practices. The office also ensures Postal
Service compliance with the Privacy Act and
Freedom of Information Act (FOIA).
In 2003, the Privacy Office accomplished
two major goals. The Office developed and
began implementation of corporate privacy
policies for customers, which provide appropriate
privacy protections for consumers and
businesses for all channels. The Office issued
completely revised customer systems of
records under the Privacy Act. Together, the
customer policies and Privacy Act systems
are clearer, simpler, and easier to use and
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comply with. In addition, privacy policies
relating to employees as well as business
partners and suppliers were developed.
The Office also furthered its goal to
develop effective, streamlined processes and
tools for employees and customers. These
development tools include the Postal
Service's first privacy handbook, which
updates privacy policies and streamlines
FOIA processes and procedures; and privacy
Web sites for internal and external audiences.
The Office also worked to integrate and
communicate privacy issues internally and
externally to build on the Postal Service
brand. Internally, the Office worked with
appropriate cross-functional teams, such as
the Intelligent Mail and the Enterprise Data
Warehouse. Externally the Office continues
its outreach to keep the Postal Service
involved in the privacy community, including
government, industry, advocacy, and other
groups.
3. Customer Outreach and
Mailer Liaison
a. National Postal Forum
In 2003, the Postal Service held National
Postal Forums (NPFs) in New Orleans, LA,
and Kansas City, MO, with more than 7,000
business customers and exhibitors in attendance.
Today's NPFs provide professionals
with ongoing training in a rapidly-changing
industry, the opportunity to build on the business
partnership between the Postal Service
and its customers, to network with industry
peers, and to talk directly with Postal Service
officials.
Signs of Change was the NPF theme in
2003, providing attendees with insight into
the vision, plans, and priorities of postal and
mailing industry leaders. Postal Service executives,
along with industry leaders, led
discussion groups that addressed issues of
consequence to remittance, periodicals,
package, and advertising mailers. NPF attendees
also were offered sessions on address
management, how to keep costs and rates
low, and avoiding fraud scams. Mail security |
Chapter 1 Compliance with Statutory Policies Introduction
Chapter 2 Postal Operations
- Public Perceptions, Customer Outreach, and Mailer Liaison
- Products and Services
- International Mail
- Mail Volume and Service Performance
- Mail Distribution
- Delivery Unit Operations
- Stamp Services
- Licensing Program
- Service and Market Development
- Retail Programs
- Pricing and Classification
- Technology
- Intelligent Mail
- Financial Management
Chapter 3 Financial Highlights
Chapter 4 2003 Performance Report and Preliminary 2005 Annual Performance Plan |