Customer Experience Is Key to Success

The customer is king, or queen. It’s an age-old mantra that rings especially true in this age of the “empowered” customer.

The U.S. Postal Service has a lot of kings and queens. Last year, 857 million retail customers visited the more than 30,000 USPS-managed retail spaces, generating nearly $10 billion (14 percent) of the Postal Service’s $69.6 billion operating revenue.

 

Emergency Suspension Process

In the last several months we’ve seen a lot of post offices suspend operations due to extreme weather. But natural disasters aren’t the only reason for emergency suspensions.

U.S. Postal Service district managers may also suspend the operations of any post office, station, or branch under its jurisdiction for:

 
Graphic that reads, "10 year anniversary".

Still Blogging After All These Years

A decade ago, we blogged for the first time – an introduction to who we are and what we do. Our Pushing the Envelope blog was our first launch into social media space. We designed it to engage stakeholders about our work, and about the broader issues affecting the U.S. Postal Service.

 

Safety First

It might not surprise you that dog bites are among the top accidents involving postal workers. After all, dog bites get a lot of media attention and even have a week dedicated to their prevention.

But that’s just one type of accident. Others include accidents involving motor vehicles, falls, and repetitive motion injuries. These risks are why the U.S. Postal Service focuses so much attention on reducing accidents in the workplace. It sets an accident frequency rate goal of 15 per year per 100 employees.

 

Strengthening the Change of Address System

Americans are a mobile bunch. Last year, the U.S. Postal Service processed nearly 37 million change of address (COA) requests, with most of them (20.6 million) submitted as hardcopy requests.

With COA service, residential and business customers can have their mail forwarded to a new address when they move. It’s a convenient and reliable service, but it has also generated some long-standing concerns about protecting privacy and personal information. Congress recurrently asks us to review the COA service, as it did earlier this year.

 

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