US Postal Service 2004 Annual Report Download - page 4

2 | 2004 annual report united states postal service
usps.com makes work easy for me.
Delivering Our Best
On-time฀delivery฀of฀overnight-committed฀
First-Class฀Mail฀held฀at฀a฀record฀95%฀for฀
the฀year฀—฀and฀jumped฀to฀an฀incred-
ible฀96%฀in฀quarter฀three!฀And฀service฀in฀
all฀measured฀categories฀reached฀record฀
levels.*฀ Customers฀ told฀ us฀ they฀ saw฀
improvements฀ in฀ unmeasured฀ service฀
categories,฀as฀well.฀
Satisfying Customers
We฀ delivered฀ for฀ our฀ customers,฀ and฀
they฀noticed.฀Independently฀ measured฀
customer฀ satisfaction฀ scores฀ for฀ the฀
fourth฀ quarter฀ reached฀ a฀ new฀ height,฀
with฀94%฀of฀residential฀customers฀rating฀
their฀experience฀with฀the฀Postal฀Service฀
as฀excellent,฀very฀good฀or฀good.
Staying Productive
We฀achieved฀a฀record฀fifth฀straight฀year฀
of฀positive฀total฀factor฀productivity฀(TFP).฀
These฀gains฀have฀provided฀the฀equiva-
lent฀of฀$6.1฀billion฀in฀cost฀savings.฀TFP฀
includes฀ all฀ factors฀ of฀ production฀ and฀
measures฀ the฀ growth฀ in฀ the฀ ratio฀ of฀
resources฀we฀use฀—฀the฀inputs฀—฀to฀the฀
products฀and฀services฀they฀produce฀—฀฀
the฀outputs.
Cutting Costs
Managing฀our฀costs฀helps฀make฀mail฀a฀
better฀value฀for฀every฀American฀family฀
and฀business.฀Last฀year,฀we฀eliminated฀
$1.5฀ billion฀ in฀ costs.฀ Over฀ the฀ last฀
three฀ years,฀ we฀ have฀ reduced฀ costs฀
by฀ $4.3฀ billion฀ as฀ we฀ approach฀ our฀
Transformation฀Plan฀goal฀of฀$5฀billion฀in฀
savings฀through฀2006.
Expanding Access
With฀ more฀ than฀ 37,000฀ retail฀ loca-
tions,฀there’s฀sure฀to฀be฀one฀near฀you.฀
Our฀new,฀self-service฀Automated฀Postal฀
Centers฀offer฀our฀most฀popular฀products฀
and฀services฀at฀thousands฀of฀Post฀Office฀
locations฀—฀many฀with฀extended฀hours.฀
And฀our฀website,฀usps.com,฀turns฀your฀
personal฀ computer฀ into฀ your฀ personal฀
Post฀Office.฀
Transforming
We’re฀continuing฀to฀transform.฀And฀it’s฀
making฀a฀difference.฀Service฀has฀never฀
been฀better.฀Efficiency฀is฀up฀—฀way฀up.฀
New฀ products฀ and฀ services฀ add฀ new฀
value฀ to฀ the฀ mail.฀ Our฀ employees฀ are฀
more฀focused฀than฀ever฀on฀our฀custom-
ers.฀That’s฀what฀our฀Transformation฀Plan฀
is฀all฀about.฀And฀it฀will฀continue฀to฀be฀our฀
guide฀as฀we฀ evolve฀to฀meet฀ changing฀
customer฀needs.฀
Providing Solutions
How฀do฀you฀get฀your฀message฀through?฀
That’s฀the฀challenge.฀And฀mail฀offers฀one฀
of฀the฀best฀solutions.฀People฀welcome฀it.฀
They฀read฀it.฀They฀act฀on฀it.฀It’s฀trusted฀
and฀it’s฀personal.฀And฀there฀have฀never฀
been฀more฀creative฀ mail฀options.฀How฀
about฀Repositionable฀ Notes฀ —฀ yellow฀
stickies฀—฀on฀your฀mail?฀Or฀Customized฀
MarketMail,฀pushing฀the฀envelope฀to฀just฀
about฀any฀shape฀you฀can฀imagine.
Adding Value
You’ve฀got฀a฀great฀website.฀You’ve฀got฀
great฀products.฀You’ve฀got฀great฀prices.฀
But฀there฀are฀a฀lot฀of฀websites฀out฀there.฀
How฀do฀you฀make฀sure฀yours฀is฀getting฀
the฀traffic฀it฀should?฀That’s฀easy฀—฀the฀
mail!฀ New฀ research฀ from฀ comScore฀
shows฀ catalogs฀ and฀ other฀ direct฀ mail฀
can฀move฀more฀customers฀to฀your฀site,฀
and฀increase฀the฀time฀and฀money฀they฀
spend฀there.฀
Helping Others
Our฀Breast฀Cancer฀Research฀stamp฀—฀
the฀ Postal฀ Service’s฀ first฀ semipostal฀
stamp฀—฀raised฀$41฀million฀to฀help฀find฀
a฀cure.฀The฀Heroes฀of฀2001฀semipostal฀
raised฀ $10฀ million฀ for฀ the฀ families฀ of฀
emergency฀workers฀killed฀or฀injured฀in฀
the฀9/11฀attacks.฀And,฀the฀Stop฀Family฀
Violence฀semipostal฀has฀raised฀$1฀million฀
for฀the฀victims฀of฀this฀form฀of฀abuse.
Celebrating Diversity
The฀ Postal฀ Service฀ —฀ for฀ the฀ fifth฀
straight฀year฀—฀was฀named฀by฀Fortune฀
magazine฀as฀one฀of฀the฀nation’s฀“50฀Best฀
Companies฀for฀ Minorities.”฀Among฀the฀
top฀10,฀the฀Postal฀Service,฀says฀Fortune,฀
“has฀one฀of฀the฀better฀records฀for฀ensur-
ing฀that฀diversity฀percolates฀all฀the฀way฀
to฀the฀top.”
Protecting Employees,
Customers and the Mail
State-of-the-art฀ Biohazard฀ Detection฀
Systems฀were฀installed฀in฀50฀major฀mail฀
processing฀ facilities,฀ providing฀ a฀ new฀
level฀of฀protection฀through฀early฀warning฀
if฀biohazards฀are฀detected.฀Washington,฀
DC’s฀Curseen-Morris฀processing฀facility฀
was฀returned฀to฀service฀and฀the฀Trenton,฀
New฀Jersey,฀processing฀facility฀is฀being฀
renovated฀in฀preparation฀for฀reopening฀
in฀2005.฀Both฀facilities฀were฀success-
fully฀ decontaminated฀ after฀ the฀ 2001฀
bioterrorist฀attacks.
Bringing Our Store to
Your Door
Too฀busy฀to฀get฀to฀the฀Post฀Office?฀No฀
problem!฀ We’ll฀ bring฀ the฀ Post฀ Office฀
to฀ you.฀ usps.com฀ already฀ offers฀ the฀
services฀you฀need฀—฀stamps,฀postage,฀
Click-N-Ship,฀shipping฀labels,฀track฀and฀
trace,฀delivery฀and฀signature฀confirma-
tion,฀mail฀hold฀and฀forwarding฀—฀and฀
so฀much฀more.฀Now,฀with฀Carrier฀Pickup฀
Online฀Notification,฀you฀can฀request฀next฀
day฀pickup฀of฀your฀prepaid฀Express฀Mail฀
and฀ Priority฀ Mail฀ packages฀ —฀ at฀ no฀
extra฀cost!
*฀ The฀ External฀ First-Class฀ Mail฀ measurement฀
system฀(EXFC)฀measures฀collection฀box฀to฀mailbox฀
delivery฀ performance.฀ EXFC฀ continually฀ tests฀ a฀
panel฀of฀463฀ZIP฀Code฀areas฀selected฀on฀the฀basis฀
of฀geographic฀and฀volume฀density฀from฀which฀90%฀
of฀ First-Class฀ Mail฀ volume฀ originates฀ and฀ 80%฀
destinates.฀EXFC฀is฀not฀a฀system-wide฀measure-
ment฀of฀all฀First-Class฀Mail฀performance.
year in review
What can I do at usps.com? I buy stamps, find ZIP Codes, print mailing labels and postage.
And how about this . . .฀ I can ask my carrier to stop by and pick up my package. Delivering . . . and then some!