chapter 2
postal operations
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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

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
  1. Public Perceptions, Customer Outreach, and Mailer Liaison
  2. Products and Services
  3. International Mail
  4. Mail Volume and Service Performance
  5. Mail Distribution
  6. Delivery Unit Operations
  7. Stamp Services
  8. Licensing Program
  9. Service and Market Development
  10. Retail Programs
  11. Pricing and Classification
  12. Technology
  13. Intelligent Mail
  14. Financial Management
Chapter 3 Financial Highlights

Chapter 4 2003 Performance Report and Preliminary 2005 Annual Performance Plan