• on Nov 19th, 2012 in Ideas Worth Exploring | 5 comments
    Twenty years ago, when professional sporting teams started selling naming rights to their stadiums and arenas, many purists called it a low point in the commercialization of sports. But today, the number of arenas and ballparks not named after a corporate sponsor is small. For revenue-seeking team owners, it is just too hard to pass up the money that comes with selling your stadiums’ name. Strategy, business development and marketing all play huge factors in naming-rights deals, with top prices for these deals reaching about half a billion dollars, according to Sports Business Journal. As a business-centered organization looking to boost revenues, does the U.S. Postal Service have opportunities to sell naming rights? The idea of selling the naming rights to an entire Post Office might not be palatable to Congress, as lawmakers like to name post offices after fallen soldiers or local heroes. But what about selling space in parts of the Post Office? For example: this retail counter brought to you by XYZ Co.? Sides of vehicles or automated postal centers in high-traffic areas of retail centers could also hold valuable advertising space. With its national reach, yet local presence, the Postal Service is visible in every community nearly every day. Companies and nonprofit organizations would likely find the opportunities to reach such a large audience appealing. Another option might be to appropriate advertising space to other government agencies. For example, a state health department or the Centers for Disease Control and Prevention could use space on postal vehicles or in retail lobbies to announce a public health campaign. The Department of Energy or local governments could use retail space to tout energy conservation practices to citizens. This approach would also tie in with a larger vision of using post offices to connect citizens with other government services. Would such offerings tarnish the Postal Service’s image and degrade what is still considered a public institution held in the public trust? Or should the Postal Service think creatively about new ways to use its large physical network? Would naming rights be an easy way to generate revenue in tough economic times? Or should the Postal Service focus on its core business?
  • on Nov 12th, 2012 in Ideas Worth Exploring | 5 comments
    The historic election of 2012 is over. Whether your candidate won or lost, you can feel confident that the American electoral process, a model for the free world, worked as the Founding Fathers intended – even if they never could have imagined spending billions of dollars on an election. However, many citizens complained about the long lines at polling places and the unreasonable wait times. The wait times seemed to range from 30 minutes to several hours. In some cases, voters abandoned the polls altogether after a lengthy wait. States have decades of experience administering elections, so it is particularly vexing that voting is so time consuming. Why should it take longer to vote than it does to conduct other routine government business? In many states, motor vehicles can be renewed securely in several ways, at the citizen’s convenience. The citizen can renew in person at an office of the motor vehicle administration, mail a renewal form, or submit a renewal application online. What can be done to make voting quick, easy, convenient and yet still secure? Since 1998, citizens of the State of Oregon have securely cast their ballots exclusively by mail. Although postal voting has increased the amount of time necessary to tally votes, Oregon has reduced the cost of conducting elections and seen consistently higher turnout than the U.S. average. Ballots can either be mailed (earning the U.S. Postal Service some additional revenue) or dropped off free-of-charge at a ballot collection center. All 50 states already have a postal voting infrastructure in place through the offering of absentee paper ballots. In 2011 Washington State followed Oregon’s example of total postal voting and 27 other states allow anyone to vote by mail (without excuse). However there are still 22 states where postal voting is not an option without a valid and documented reason. In some localities, citizens can visit their local courthouse or other locations for early voting or to submit their absentee ballot in person, weeks before Election Day. Many citizens take advantage of these opportunities, even if the voting locale is less convenient than their polling place. The Post Office, as the heart of many local communities and a trusted government entity, might make an ideal place for early voting or in-person absentee voting. Do you agree? Do you think voting by mail would work in your community? Would you use the Post Office to cast your ballot if that were an option? Tell us what you think.
  • on Oct 1st, 2012 in Post Offices & Retail Network | 30 comments
    The U.S. Postal Service has made improving the customer experience a priority. Postal officials see a positive customer experience as a key to revenue generation because customers are more likely to return if their experience was good. As Deputy PMG Ron Stroman noted to a gathering of postal officials in August, “Our customers have choices, they don’t have to come to us. How people are treated makes all the difference in the world.” Customer service strategies could include something as simple as a menu of services and prices on display in each Post Office. Or, a quick resolution of a customer complaint can turn a negative experience into a positive one. Other efforts might require more substantial changes, such as reconfiguring the retail space or offering extended hours in some locations. In some cases, the Postal Service’s goal of rightsizing its retail network might run counter to the customer experience, at least initially. For commercial customers, a positive customer experience might be entirely different from the retail customer. A simplified or more automated mail acceptance process may appeal to bulk mailers. Changes in service standards might not please all commercial customers, while others may be able to adapt to the changes more readily. New dropship points for mail entry and the changes these can cause to internal processes might stress some mailers. For other mailers, fewer mail entry points might help them gain efficiencies. Given the different needs and expectations of customers, the first step to a successful customer experience would be to know your customers. “One size fits all” might work for the Snuggie®, but not for the Postal Service. Commercial mailers, in particular, have urged the Postal Service to get to know their businesses and operations better. The Postal Service has worked hard over the past few years to reach out to customers and engage them in discussions on improving operations. How can the Postal Service build strong relationships with its customers and encourage customer loyalty? Would consumer and business mailer online rating systems, similar to Yelp, be a useful tool for gleaning information about customer experiences?

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