In order to enhance and standardize the customer experience in its retail units, the Postal Service implemented a Retail Standardization process in 2005. This process focuses on best practices in operational efficiency, sales skills and product knowledge, and promotion and merchandising. To support the effort, retail ambassador teams comprised of one retail associate and one postmaster/station manager/customer service supervisor from each district have been trained to assist local installation heads in improving their lobby condition, in-store message placement, and merchandise display. The Postal Service developed a Retail Standardization Resource Guide/Toolkit that guides offices through the process.

3. Point-of-Service ONE

The vision of the Point-of-Service (POS) ONE retail system is to provide customers, retail associates, and management with the most effective retail sales, service, reporting, and decision support functionality that provides better customer service. The POS ONE system is deployed to approximately 15 thousand locations, providing detailed transaction data for roughly 90 percent of all postal retail sales. Customers at POS-enabled retail locations receive up-to-date information about available products and services and have immediate access to options and price to make better informed decisions. Retail associates receive timely and reliable information regarding new products and services, updates to policies and procedures, and corporate direction. Managers and supervisors have access to performance data that enables them to make more informed decisions regarding day-to-day operations.

POS ONE transactional data is incorporated within the Retail Data Mart (RDM), which provides critical business information and reports used for operations planning, sales, and market analysis. These data and customizable reports are available to managers at multiple levels including, most significantly, at the individual retail unit where local managers can now make much more informed and timely decisions about staffing, scheduling, and hours of operation. During 2005 more than 18 thousand managers and postmasters completed training on the use of the RDM.

4. Retail Operations

The focus of the Postal Service's retail operation is the effective and efficient deployment, integration, and operation of customer transactions across all types of retail access. These include full counter services, customer self-service, services provided through agents, and online options available on usps.com.

A. eLEARNING INITIATIVES

Using eLearning, the Postal Service's distance-learning platform, training was developed in 2005 for all POS ONE front-line supervisors and district and area managers supporting retail operations. It focused on skills needed to make optimal use of the RDM and the actions supervisors are expected to take based on management reports of RDM information and local performance metrics. The RDM course is the first key application of eLearning for a significant number of field personnel. It allows for the delivery of training at the lowest cost with the capability to match training evaluation to actual on-the-job performance.

B. RETAIL ACCESS

The Retail Optimization Access Management System (ROAM) is a geographical information system tool used to identify current postal and non-postal retail locations. It is a decision support tool for the placement of retail service points. This Web-based application can generate demographic reports, market profiles, and retail expenditure reports, as well as calculate driving times. This information assists in improving effectiveness in managing the retail network and optimizing the placement of retail locations. Enhancements to ROAM in 2006 included bringing the application in-house and utilizing Postal Service logon functionality, automating a model to help determine retail requirements based on local market factors, and mapping the user interface.

To better serve customers, the Postal Service extended retail hours at approximately 1,435 retail locations beginning in October 2005.

C. WEB BOX ACTIVITY TRACKING SYSTEM

The Web Box Activity Tracking System (WebBATS) is a Web-enabled centralized database system that improves the access, speed, and reliability of tracking Post Office box service. It also supports marketing to areas with high box vacancy rates. In 2005 requirements were established to incorporate WebBATS within the POS One retail system used to process most counter transactions and the self-service Automated Postal Center kiosk. 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 Post Office box online. Online rentals and renewals will be more cost effective than retail counter transactions.