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PPostalostalOOnene!!®®PPostalostalOOnene!!®®
Electronic Mail Improvement Reporting
(eMIR)
Electronic Mail Improvement Reporting
(eMIR)
Marketing Technology & Channel Management
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eMIR & Mail QualityeMIR & Mail Quality
History
Program Overview Business Process
System Process
Improving Mail Quality Bundle Breakage Blitzes
“Perfect Bundle” Preparation
Customer Reports
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MTAC workgroup consisting of consortium of Mail Industry Members, USPS Operations and Marketing Systems Objective
Find solutions to business mailing preparation problems impacting USPS processing operations
Improve service
Increase productivity and customer satisfaction
Save costs
Cooperative effort between USPS Operations, Business Service Network & Business Mail Acceptance personnel
Deployed in Fall of 2004 to Operations, BMC & plant sites
eMIR HistoryeMIR History
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Current PS Form 3749 process was ineffective & inefficient Many customers never saw the PS Form 3749
Paper process was not conducive to BMEU follow-up
Mail processing employees never saw improvements
BSN process only manages National & Premier Accounts Contacts often were not at the necessary process owner level
Information was not available to the origin BMEU
Need for technical solutions to facilitate business process improvement Inability to centralize information for analytical capabilities
Inability to share information across functional process areas
eMIR Process AnalysiseMIR Process Analysis
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Implement Web-enabled business process improvement that:
Identifies issues impacting efficient mail processing of business mailings
Informs – process owners of identified deficiencies and impacts to mailing efficiency
Improves – business processes through information management and reporting capabilities
eMIR Program ObjectiveeMIR Program Objective
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BMEUBMEUBMEUBMEU
CustomersCustomersCustomersCustomers
BSNBSNBSNBSN
OperationsOperationsFacilitiesFacilities
OperationsOperationsFacilitiesFacilities
PostalOne!PostalOne!eMIReMIR
PostalOne!PostalOne!eMIReMIR
Links All Parties in Communication Loop
eMIReMIR
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Mail preparation problems found in postal processing are reported in eMIR by operations personnel
If identified as a managed account, the report is forwarded to the BSN through an interface with the iBSN System BSN receives as a service request
BMEU receives a copy of the report for information purposes
If the report is for a non-managed account, it is routed to the BMEU identified as the point of entry
eMIR Business ProcesseMIR Business Process
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USPS Business Mail
Entry
PostalOne!
USPS Business Service Network
Managed Account?
iBSN
Report Routing
Operations
eMIR Business ProcesseMIR Business Process
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BSN / BMEU investigates issue, makes customer contact and closes report
Resolution information available to all parties USPS personnel Customers
BMEU automatically notified when mailer with a previous reported mail preparation issue submits a mailing
eMIR Business ProcesseMIR Business Process
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Step 1: Enter facility information regarding where the processing issue was encountered.
Step 1: Enter facility information regarding where the processing issue was encountered.
Problem Entry
eMIR System ProcesseMIR System Process
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Step 2: Collects informationabout the method of postagepayment
Step 2: Collects informationabout the method of postagepayment
Problem Entry
eMIR System ProcesseMIR System Process
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Step 3: Identify theOwner and / or PreparerStep 3: Identify theOwner and / or Preparer
Problem Entry
eMIR System ProcesseMIR System Process
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Step 4: Collects detailedinformation about themailpiece / mailing beginningwith container information
Step 4: Collects detailedinformation about themailpiece / mailing beginningwith container information
Problem Entry
eMIR System ProcesseMIR System Process
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eMIR provides capability to attach images for container, mailpiece, and problem information
eMIR provides capability to attach images for container, mailpiece, and problem information
Problem Entry
eMIR System ProcesseMIR System Process
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Mailpiece information continueswith description & characteristicsMailpiece information continueswith description & characteristics
Problem Entry
eMIR System ProcesseMIR System Process
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Collects detailedinformation about thenature of the problem
Collects detailedinformation about thenature of the problem
Problem Entry
eMIR System ProcesseMIR System Process
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Problem Entry
eMIR System ProcesseMIR System Process
The problem record is thenrouted to the origin BMEUor BSN for resolution
The problem record is thenrouted to the origin BMEUor BSN for resolution
Any Owner Any Preparer
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Problem Resolution
eMIR System ProcesseMIR System Process
ABC
ABC
ABC
ABC
Select report that you want to view / resolveSelect report that you want to view / resolve
CBA
CBA
CBA
CBA
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Problem Resolution
User selects a resolution option.User selects a resolution option.
ANY MAILER
eMIR System ProcesseMIR System Process
ANY PREPARER
ANY PERIODICALS TITLE
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When a mailer with a previous reported mail preparation issue submits mailing, USPS automatically notified of issue
Balance and Fees page now displays a dialog box noting presence of problem reports when applicable
Postage Statement displays a dialog box noting presence of eMIR issues
Dialog box allows user to click link and view problem report(s)
Initial Verification section has been added to postage statement to notate action on issues
BMEU Notification
eMIR System ProcesseMIR System Process
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BMEU Notification
eMIR System ProcesseMIR System Process
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Initial Verification / Link eMIR Report
eMIR System ProcesseMIR System Process
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Initial Verification / eMIR Report Update
eMIR System ProcesseMIR System Process
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eMIR Reports for
First-Class Mail
eMIR Reports for
First-Class Mail
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Deployed in fall of 2004 to operations BMC & plant sites
Initial focus was on APPS (Automated Package Processing System) deployment issues Bundle breakage blitzes conducted periodically
Participation: All BMCs (Bulk Mail Centers) and Mail Processing Facilities
required to participate Delivery Units optional
eMIR is designated source system to record mail quality issues identified in the mail processing stream
Improving Mail QualityImproving Mail Quality
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First Class Mail – Top IssuesJanuary – October 2007
Improving Mail QualityImproving Mail Quality
Label
Lab
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Bar
cod
e
Fo
rmat
Inco
rrec
tW
alk
Seq
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Ad
dre
ssin
g
Inco
rrec
tL
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of
Tra
vel
Mai
lpie
ceD
esig
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Par
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Wra
pp
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Po
stag
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In-H
om
eD
ates
Oth
er
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First Class Mail – Top IssuesJanuary – October 2007
Improving Mail QualityImproving Mail Quality
Label
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First Class Mail – Barcode Issues
Improving Mail QualityImproving Mail Quality
Label
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First Class Mail – Mailpiece Design
Improving Mail QualityImproving Mail Quality
Label
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First Class Mail – Mailpiece Design
Improving Mail QualityImproving Mail Quality
Label
Other Print too light / Contrast Missing or Incorrect FIM (Facing Identifaction
Marking)
Mailpiece too glossy – pieces tick together
Perforation Issues
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First Class Mail – Postage
Improving Mail QualityImproving Mail Quality
Label
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First Class Mail – Postage
Improving Mail QualityImproving Mail Quality
Label
Other Meter Ink Not Readable!!!!!!!!!!!!!
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First Class Mail – Other
Improving Mail QualityImproving Mail Quality
Label
Residual Glue Pieces sticking together Tabbing – improper/missing
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Increased utilization resulted in better data collection
Better quantitative data Volume information determines extent of problem
Better qualitative data Completion of all data collection fields results in more resolved
reports
Emphasis on preparer and container label information to help identify entry point of mail
Pictures powerful in identifying & resolving issues
Results
eMIR UtilizationeMIR Utilization
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eMIR Customer ReportseMIR Customer Reports
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Provides Owners / Preparers electronic access to their reports
Users will see reports that are in a resolved status only (open reports will not show until resolved/closed)
Users will only see reports where they have been identified as the Owner / Preparer Preparers have been identified on ~ 30% of reports
All users (Owners or Preparers) must apply for PostalOne! Owner View to get access to eMIR reports
Customers can apply online for PostalOne! access at usps.com
eMIR Customer ReportseMIR Customer Reports
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PostalOne! Customer Reports
eMIR Customer ReportseMIR Customer Reports
From the owner homepage, select Reports on the blue bar.From the owner homepage, select Reports on the blue bar.
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Select Electronic Mail Improvement Report.Select Electronic Mail Improvement Report.
eMIR Customer ReportseMIR Customer Reports
Electronic Mail Improvement Report
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Two Report Formats
eMIR Customer ReportseMIR Customer Reports
Select either: List of Individual Reports or Aggregate ReportsSelect either: List of Individual Reports or Aggregate Reports
Report ID can be used to search for a specific report ID#
Preparer report search is not available at this time
Date Range allows users to select what time period they wish to view. Range can be up to one year.
Individual Reports listing shows all reports in the system that have been
identified to a specific Owner or Preparer
Aggregate Reports show a graphical view of all selected problem criteria
Report ID can be used to search for a specific report ID#
Preparer report search is not available at this time
Date Range allows users to select what time period they wish to view. Range can be up to one year.
Individual Reports listing shows all reports in the system that have been
identified to a specific Owner or Preparer
Aggregate Reports show a graphical view of all selected problem criteria
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BCSS Test Test Inc.
eMIR Test Test Inc.
Individual Reports Listing shows all reports that are in a resolved status.
Results indicate how many reports were found for the time period selected.
Click on individual report ID numbers to view the details of a specific report.
Individual Reports Listing shows all reports that are in a resolved status.
Results indicate how many reports were found for the time period selected.
Click on individual report ID numbers to view the details of a specific report.
Individual Report Listing
eMIR Customer ReportseMIR Customer Reports
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Detailed Report
eMIR Customer ReportseMIR Customer Reports
Individual ReportEnlarge images by clicking on them.
Individual ReportEnlarge images by clicking on them.
Mail Owner111 ELM STANYTOWN, US 98765-4321
Mail Owner
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Aggregate Report Criteria
eMIR Customer ReportseMIR Customer Reports
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Aggregate ReportsShow a graphical view of all selected problem criteria
Drill down on selected containers or problems to see details
Aggregate Reports
eMIR Customer ReportseMIR Customer Reports
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Aggregate Reports Detail from drill down
Aggregate Reports Detail from drill down
Aggregate Reports
eMIR Customer ReportseMIR Customer Reports
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Accessible through PostalOne! Customers can apply online for PostalOne! access at usps.com. Customer Care Center – 800-522-9085
eMIR Customer ReportseMIR Customer Reports
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For more information on eMIR, please contact:
Susan Redman
202-268-8073
2006 Marketing Technology & Channel Management
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Questions?Questions?