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The Postal Service has implemented a new, more secure process for mailers to update their mailing lists with change-of-address information. To improve the performance of mail forwarding, the Postal Service has worked closely with the mailing industry to enhance address quality, improve the filing and processing of COAs, and ensure more frequent use of move update products by qualified mailers. New NCOALink technology has allowed the Postal Service to license more companies as change-of-address providers, and made it possible to directly license COA data to end users. This improved process has increased the volume of verified addresses as well as the overall match rate. All of the improvements continue the high degree of privacy protection that postal customers have come to expect.

Enhance Support for Customers and Employees

The Postal Service will improve the convenience of changing addresses. With 45 million change-of-address requests each year, the goal is to have over 20 million submitted online by 2010.

The Postal Service maintains a national network of integrated call centers handling more than 65 million contacts a year. It operates 24 hours a day, 365 days a year. Recent successes include automation of change-of-address and hold-mail transactions, handling of leave requests for most bargaining unit employees, fielding requests for advertising and mailing supplies, while continuing to provide product information to customers. In addition, over 29,000 Post Offices use the postal intranet to access My Post Office to retrieve customer service requests taken at 1-800-ASK-USPS or usps.com. My Post Office links these requests with local units, giving customers the benefit of a simple national contact point combined with local postal knowledge and expertise. While these successes have increased the total volume of contacts, annual cost savings continue to be realized. The Postal Service will continue to improve operation of the customer contact centers and related customer response groups by providing high-quality and complete first contact resolution that is faster, better, and less expensive. When necessary, it will ensure timely and efficient follow-up contact and resolution.

Nationally Recognized Privacy Policies

The Postal Service's ability to safeguard the mail is a fundamental component to providing high-quality, reliable service. Mail remains one of the most private and secure means of communication. The Postal Service has long protected its customers from crimes involving the mail, including identify theft. A recent Federal Trade Commission survey entitled, Identity Theft Survey Report, indicates that only 4 percent of identity thefts in the United States are attributed to stolen mail.