access to critical business information used for operational planning as well as sales and market analysis. Transaction data about products and services are easily available for analysis, strategy development, and planning.

     Comprehensive changes were introduced in 2000 to support a strategic shift in the way retail employees perceive their role in providing excellent customer service. Programs and tools that were implemented included new position descriptions and qualification standards, new job titles, a highly customerfocused training program, and newly designed uniforms. The momentum created by these changes continued in 2003 with implementation of additional tools and support.

     With the activation of the RDM, reports and information critical to making optimal business decisions at the unit level are now available in POS ONE offices. This level of information was previously inaccessible. Training was developed for all POS ONE front-line supervisors, district and area support managers using an eLearning (distance learning) platform. This training not only focuses on the skills required to use the RDM, but also on best practices and actions required based on performance measured in a few key reports.

     This RDM course represented the first broad application of the e-Learning format for a significant number of field employees. The use of e-Learning has allowed retail to deliver training at the lowest cost, while providing the capability to match training evaluation to actual performance on the job tasks. This gives the Postal Service a business advantage, by monitoring performance against training and enabling decision making that positively impacts operational efficiency and revenue.

     The Retail Access Management System is a Geographical Information System (GIS) tool used to identify current postal retail locations and to assist in determining future locations.

In 2003, this tool was improved to provide more accurate and meaningful data. It can generate demographic reports, market profiles, and retail expenditure reports, as well as calculate driving times. This information can improve the Postal Service's effectiveness in managing the retail network and in selecting new retail locations. Deployment is scheduled for November 2004.

     The Web Box Activity Tracking System (WebBATS) is a Web-enabled centralized database system to improve access, speed and reliability of tracking Post Office (P.O.) box services. It will support marketing targeted to areas with high P.O. box vacancy rates to increase postal revenue. WebBATS provides a foundation for future expansion to include Internet access, which would allow the Postal Service to offer customers the convenience of reserving and renewing a P.O. box online without having to go into the Post Office. Online P.O. box rentals and renewals will be more cost effective than conducting these transactions at the retail window. Migration of all Post Office branches to WebBATS will be completed by September 2004.

     During 2003, the Postal Service continued to focus on improving performance of vending equipment, deploying the Automated Postal Center (16 test locations), increasing access points for consumer stamp purchases, reducing costs, and generating revenue. The Postal Service continued to emphasize increasing consumer awareness of alternative locations for stamp purchases.

     Approximately 4 percent of retail revenue is generated from self-service vending. During 2003, the Postal Service focused on improving customer satisfaction (improved by 1 percent) and reducing the number of outof- date machines (decreased by 3.4 percent.)