®

ADDRESS QUALITY IMPROVEMENT PROCESS

(AQIP)Address Management

National Customer Support Center

Course # 38201-498 Hours Credit

ADDRESS QUALITY IMPROVEMENT PROCESS

A New Challenge

The Strategic Transformation Plan 2006-2010 charts the course of the USPS®. PMG Jack Potter describes in the Transformation Plan how the USPS will improve the value of mail by: Ensuring “…addresses are complete, accurate, and

represent delivery points that exist in the Address Management System (AMS).”

Developing “…tools to enable continuous analysis of AMS data to ensure that it is complete, as well as to reduce the lead time for updating the AMS data and postal sort plans.

Increasing “…delivery point sequence from 84.98 percent (Qtr 4 FY07) to 95 percent by 2010.”

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A New Challenge (Cont.)

The Strategic Transformation Plan also states:

Address information is the key component to these portions of the plan;

Also states that products and services created from the AMS database form the foundation for all automated mail processing by both the USPS and our partners in the mailing industry.

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Address Information

To Realize Success Addresses Information Must consist of…

standardized and accurate address elements before either the USPS or the mailing industry can realize automation success.

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What is Automation Success?

USPS Sort PlansDPSReduction of UAA

Mailing IndustryDPVAutomation DiscountsReduction of UAA

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Defining An Address

Standardization of addresses were jointly developed by the Postal Service and the mailing industry.

Standardized address information

● Enhances the processing and delivery of mail

● Reduces undeliverable-as-addressed mail

● Provides mutual cost reduction opportunities through improved efficiency

Publication 28, Postal Addressing Standards

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Defining An Address

“A quality address contains complete and correct elements that comply with USPS® Address Management System standards and allow automated sortation to the intended delivery point for delivery to the specified recipient without requiring the use of Delivery Force Knowledge™ to complete.”

…as defined by USPS

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Defining An Address

A standardized address is one that is fully spelled out, abbreviated by using the Postal Service™ standard abbreviations or as shown in the current Postal Service ZIP + 4® file.

Recipient Line

SPRINGFIELD VA 22162-1010

ABC MOVERS1500 E MAIN AVE STE 201Delivery Address

Last Line

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Defining An Address

Delivery Force Knowledge™ is:

“…the knowledge of postal employees that deliver the mail for customers every day.”

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Defining An Address

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Defining An Address

ATLANTA GA 30306

GREG LLOYD

1101 TROLLEY SQUARE XING E

GREG LLOYD609 VIRGINIA AVE NE APT 1101

ATLANTA GA 30306-3745

Official Standardized Quality Address

but it’s not, it’s delivered via Delivery Force Knowledge™ This looks like a standardized quality address…

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Defining An Address

When Address Management becomes aware that the Postal Service is honoring a variant of the official address by delivering the mail to the intended recipient via Delivery Force Knowledge™, it is the responsibility of the AMS Specialist to structure the data in a way that will allow the variant address to be sorted through automation and delivered as efficiently as possible.

Alternative Addressing

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Defining An Address

POSTNET Barcode

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Intelligent MailIntelligent Mail®® Barcode BarcodeThe Next GenerationThe Next Generation

http://ribbs.usps.gov/onecodesolution/

DEFINING AN ADDRESS

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Defining An Address

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Defining An Address

Intelligent Mail® Barcode – The Next Generation

There are 4 different positions that bars within the barcode can occupy.

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Defining An Address

Intelligent Mail® Barcode – The Next Generation

The intelligent mail® barcode will: Uniquely identify the sender Uniquely identify the mailpiece Provide a destination ZIP code for sortation & routing Encode special service indicators & ACS™ requests

More information can be found on the RIBBS website: http://ribbs.usps.gov/

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A New Challenge

How are we going to ensure that addresses are complete and accurate?

How are we going to increase DPS?

A new tool and a new process:

Address Quality Report Tool (AQRT)Address Quality Improvement Process (AQIP)

®

ADDRESS QUALITY REPORTING TOOL

(AQRT)http://aqrt.usps.gov/

Address ManagementNational Customer Support Center

ADDRESS QUALITY IMPROVEMENT PROCESS

A New Tool

Notice:

The Address Quality Reporting Tool (AQRT) & the AQIP demonstrated in this presentation in no way replaces maintenance submissions via WEBEES or the edit book process.

WEBEES and the edit book process should continue to be the primary sources for updating carrier routes as changes occur.  

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A New Tool (cont.)

Have you ever wanted a crystal ball that would identify delivery routes with the most opportunity for improvement?

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AQRT

Identifies and ranks, on a weekly cycle, carrier routes within a district that contain large volumes of opportunity for improvement within:

DSMART

eUARS and

AMS Operational Error Reports.

A New Tool (cont.)

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Why DSMART?

Because DSMART provides consolidated analysis of 11-digit barcodes received through DPS compared against the Address Management Systems database – Delivery Point File (DPF)

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Because eUARS provides the opportunity for USPS® employees to correct customer Change Of Address and Address Element Correction submissions

Corrections improve customer service, processing and delivery operations, reduce customer complaints, and generate revenue.

Why eUARS?

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Because corrections to these reports improve processing and delivery operations, customer service, reduce customer complaints, and generate revenue.

Why AMS Operational Reports?

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AccessMain Menu http://aqrt.usps.gov/

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Access Roles

AQRT administrative roles and user access is assigned as defined in eUARS access. These roles limit access when certifying reviewers, entering, editing, and deleting street review input.

Input Certified Reviewer

Delete Street Review

Enter Street Review

Edit Street Review

District Admin X X X X

AMS Spec X X

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Access

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Access

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Entering Certified Reviewers

Select Certification

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Reviewer Certification

Only personnel who have District Admin rights as assigned in eUARS may enter names of certified reviewers.

The only personnel who can perform AQIP reviews are:

● Those who have successfully completed District AQIP training

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Entering Certified Reviewers

Select Enter Certified Reviewers

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Entering Certified Reviewers

Enter ACE ID or Name

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Entering Certified Reviewers

Select View Certified Reviewers

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Viewing Certified Reviewers

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A New Tool (cont.)

AQIP Best Opportunity Routes

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A New Tool (cont.)

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A New Tool (cont.)

AQIP Best Opportunity Routes

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Best Opportunity Column Descriptions

ZIP® – A 5-Digit ZIP Code within District

CRID – Carrier Route ID within ZIP Code

Last Review Date – Date of the last street review

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Best Opportunity Column Descriptions

DPS % – DPS Percentage recorded in DOIS and Rural Datakeeper software programs.

Weighted Total – Count of potential errors multiplied by the error weight.

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Best Opportunity Column Descriptions

DSMART PMDP – Count of DSMART Potential Missing Delivery Points that are not an invalid barcode or barcode lacking high rise algorithm with a threshold > 100.

DSMART Added Missing DPs – Count of delivery points that were identified in DSMART as a potential missing address and have since, been added to AMS.

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Best Opportunity Column Descriptions

DSMART Added Missing DP’s Since Last Review – Count of delivery points in DSMART that have been added to AMS since the last review

DSMART Default Highrise – Count of AMS addresses that have, on average, at least 50 pieces going to default daily.

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Best Opportunity Column Descriptions

DSMART Business Names – Count of impact business addresses that do not have business names entered.

DSMART Street To Highrise – Count of addresses currently coded in AMS as record type 'S'- Street, that share the same 11-digit ZIP Code and have received at least 1,000 pieces of mail in the past year.

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Best Opportunity Column Descriptions

DSMART No Volume – Count of 11-digits for correlating AMS addresses that are not indicated as “nostat” or “vacant” in which DSMART has not received a count from automation.

DSMART eUARS Insight – Reflects the count of eUARS for the past six months in which the secondary address was corrected, and where the default volume for the building reflects at least 30 pieces per day for the last complete month.

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Best Opportunity Column Descriptions

eUARS Unresolved >7 – Count of records older than 7 days that are currently unresolved in eUARS

eUARS Street Name Correction – Count of EUARS records where the record was corrected by correcting the street name.

eUARS Correct as Shown – Count of records resolved in eUARS by the addition of a missing delivery point or correction to an existing delivery point.

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Best Opportunity Column Descriptions

eUARS ADNE (Address Does Not Exist) – Count of records that were indicated in eUARS as "Address Does Not Exist" over the last 6 months.

eUARS SECD Corr (Correct) – Count of records in which the secondary address was corrected in eUARS over the last 18 months.

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Best Opportunity Column Descriptions

eUARS PRE POST SUFF Corr – Count of records in which either the Pre or Post Directional or Street Suffix was corrected in eUARS over the last 18 months.

eUARS ZIP5 Corr – Count of records in which the ZIP Code was corrected in eUARS over the last 18 months.

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Best Opportunity Column Descriptions

DPS Conflict – Count of records in AMS that have a High-rise DPS conflict

PLUS4 Discrepancy – Count of records in AMS in which a ZIP+4 is assigned to 2 different addresses.

Highrise Not Coded – This report identifies delivery points located at a single primary address which are not coded as Highrise records, but could possibly be based on the number listed in AMS (four or more secondary addresses).

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Best Opportunity Column Descriptions

Missing Defaults for Highrise - Identifies where High-rise records exists, but there is no “S” coverage record.

12 Month SEALOG Submissions – Indicates the number of SEALOG submissions over the past 12 months.

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Best Opportunity Column Descriptions

SEALOG Date of Last Submission - Date of last recorded transaction in SEALOG application

Percent of Business - Percent of business deliveries for a route.

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FY 2008 AQIP Status Report

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FY 2008 AQIP Status Report

Routes were selected 09/28/2007.

Identified all routes within each District with a Weighted Value in Best Opportunity.

Delivery was then assigned 50 percent of the routes with a Weighted Value in Best Opportunity.

AMS reviews 10 percent of routes with a Weighted Value in Best Opportunity; selects from those assigned to Delivery.

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FY 2008 AQIP Status Report

Total routes in District with a Weighted Value in the Best Opportunity

Delivery assigned 50 percent of the above routes for AQIP

AMS reviews 10 percent of the routes with a Weighted Value in the Best Opportunity for AQIP

= 1600

= 800

= 160

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FY 2008 AQIP Status Report

Select Area

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FY 2008 AQIP Status Report

Select District

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FY 2008 AQIP Status Report

Select MCS or MPOO

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FY 2008 AQIP Status Report

Select ZIP Code

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FY 2008 AQIP Status Report

Routes for AQIP

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Street Review Input

Reviews are Complete, What Do You Do?

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Street Review Input

Enter Review Results

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Street Review Input

Remember Only Certified Reviewers Can Perform AQIP Reviews!

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Street Review Input

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Edit Review

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Edit Review

Select a Review to Edit

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Edit Review

Select the Route to be Edited

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Edit Review

All fields, except grayed, are editable

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Edit Review

Partial Review

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Edit ReviewCompleting a Partial Review

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Delete a Review

Select Delete Review

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Delete a Review

Select Area, District, and ZIP Code

®

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(AQIP)

Performing A Street Review

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What is an AQIP?

Essentially an AQIP is the street review process…

So what has changed?

The integration of select reports from DSMART, eUARS, & the AMS Operational Reports throughout the review process increases the scope of the street review process.

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First Step:Route Identification Via The AQRT

Access the FY 2008 AQIP Status Report for your district.

Determine the route for AQIP.

Schedule the AQIP.

Generate a 3999X-AMS-AQ for the identified route.

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3999X-AMS-AQ

Access to form 3999X-AMS-AQ is defined by eUARS access.

● Access to ZIP Codes assigned within District

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3999X-AMS-AQ

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3999X-AMS-AQ

MSP/DISMOUNT/Relay/Pk Pt/ColBox – If the delivery point has one or more of these special identifiers, this column should have the corresponding identifier listed:

M = MSP, D = Dismount, R = Relay, P = Park Point, C = Collection Box

MSP comes from DOIS the remainder from AMS

Seq No – The sequence number indicates the position of the delivery on the carrier’s line of travel

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3999X-AMS-AQ

Multi/Rec Type – Describes the AMS record type of the address: S or H and whether the delivery point or default is a Multipoint hold-out - M

Address – Primary number for the listed street on which the delivery is located

SECY ABBR – Describes the secondary unit within the primary address, such as apartment (APT), suite (STE).

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3999X-AMS-AQ

APT/STE – Indicates the corresponding secondary address (Apt or Ste number)

DELV TYPE – Describes the mode of delivery for the delivery point.

USG CODE - Describes a delivery as a business delivery or residential delivery, or a mixed residential/business delivery and vice versa

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3999X-AMS-AQ

No Stat – Describes the status of a delivery address and whether it is counted as a possible delivery – Defaults are No-Stats

VAC – Describes whether an address is indicated as vacant in AMS.

DROP TYPE - COUNT – Indicates the type of Drop (D for regular drop, C for CMRA) and the number of addresses served at the drop point

ADDRESS QUALITY IMPROVEMENT PROCESS

3999X-AMS-AQ

SEA - Indicates a seasonal address that is unoccupied for a given period each year and does not receive delivery. (Y = Seasonal, E = Educational)

ADDR SORT CODE – Indicator used for automated mail processing and additional mailer info (H – HoldOut, T – PO Box Throwback, A – Accelerated Reply, V – High Volume DP, M – Multipoint)

ADDRESS QUALITY IMPROVEMENT PROCESS

3999X-AMS-AQ

NO VOL – Address identified in DSMART as not receiving barcodes in automation. Check validity of address.

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3999X-AMS-AQ

AMS BUILDING/FIRM NAME – If there is a Firm or building, the name of the FIRM/BLDG will appear in this space

DSMART BUSINESS NAME – Actual business name as assigned in DSMART

CBU/CENT/KEY – Can be used to indicate address is a CBU location, Centralized Lock location, or Key Keeper location. This is a reviewer entry column.

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3999X-AMS-AQ

COMMENTS – Reviewers can enter their comments here. Such as, “Vicious Dog”, “Do Not Cross Grass”, etc..

SCHM ZIP/CRID – ZIP in which the address is schemed and corresponding Carrier Route

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3999X-AMS-AQ

Appendix A: Firm Names

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3999X-AMS-AQ

eUARS Insight

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3999X-AMS-AQ

Appendix C: eUARS Insight

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3999X-AMS-AQ

PMDP

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3999X-AMS-AQ

Appendix D: PMDP

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AQIP Review Process

Before the AQIP…

Always perform AQIP reviews with the regular carrier; if the regular carrier is not available ask for the most knowledgeable carrier to complete the review

Before leaving for the route, ask to see the carriers drivers license then record the carriers name and drivers license expiration date on the 3999X-AMS-AQ

ADDRESS QUALITY IMPROVEMENT PROCESS

AQIP Review Process

Before the AQIP…

If there are delivery centers on the route ask the carrier to bring the Arrow Lock key

While traveling to the route ask the carrier how long he/she has been working for the USPS also how long has he/she been assigned to the route

Furnish this information with the 3999X-AMS-AQ

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AQIP Review Process

Decision Making

Always ask the carrier the ‘Golden Question’

“If you had a mailpiece for delivery to thisdelivery point what would you do with it?”

The answer will more often than not provide you with the information you need to correctly identify the situation.

If you are still unsure of the delivery situation contact your District AMS personnel.

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AQIP Review Process

1. Omitted – Delivery points where carriers have established delivery of mail but the delivery point is not found in the AMS database (i.e. Edit Book and or carrier case labels).

2. Out of Sequence – Delivery points that the carrier is delivering in another sequence other than the sequence that is coded in the AMS database.

Five areas of opportunity that have the greatest impact on automation are:

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AQIP Review Process

3. Wrong Delivery Address – Delivery points whose primary or secondary addresses found on the structure is different than that which is coded in the AMS database.

4. Wrong Usage Code – Delivery points that are incorrectly coded in the AMS database as business or residential.

5. No Such – Delivery points in the AMS database as a live delivery points but the carrier is not delivering mail.

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AQIP Review Process

Opportunity Identification…

Explicit notes and or drawings must accompany identified areas of improvement…Include in your notes exactly what the carrier

says and what you saw regarding mail receptacles and structures

Include how and when delivery is affected to each delivery point

“Notes, Notes, Notes, & Drawings, Drawings, Drawings”

THIS IS CRUCIAL

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AQIP Review Process

Verification of Secondary Addresses

Verification of secondary addresses is completed via visual inspection of each delivery point by walking floors or the community.

When possible it is advisable to drive apartment complexes and or residential communities.

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AQIP Review Process

Apartments using Secondary Addressing (Residential Delivery Points)

Reviewers are not required to verify secondary addressing in an apartment complexes unless one of the below discrepancies, but not limited to, has been identified during the review process. An omitted or no such secondary address has

been identified.

A discrepancy in address format has been identified that would result in a WRDA (Wrong Secondary Delivery Address) action.

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AQIP Review Process

Suites using Secondary Addressing (Business Delivery Points)

Reviewers are required to visually inspect each floor identifying every possible secondary address for omitted or no such delivery points.

This procedure is completed by physically walking each floor where access is allowed.

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AQIP Review Process

Residential Subdivisions & Trailer Parks (CBU & Centralized) Reviewers are required to verify CBU, NDCBU,

and Centralized delivery centers for accuracy within residential subdivisions and trailer parks.

Verification includes identification of omitted and no such delivery points.

When the initial verification of the delivery center is complete reviewers must verify each street that is contained in the delivery center(s).

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AQIP Review Process While performing the verification of each street, visually

identify each address that is on the street for omitted and or no such delivery points.

Exception - Trailer Parks - A space in the trailer park that has been vacant (no trailer present) longer than 90 days must not be counted as a possible delivery. The delivery point representing the empty space must be flagged as a No-Stat.

Reference Postal Bulletin 21758: Permanent Mobile Homes and Trailer Parks. For deliveries made to individual residences of permanent mobile home or trailer parks, consider each residence as one possible delivery. Do not count unoccupied spaces.

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AQIP Review Process

DSMART

Addresses found on the Potential Missing Delivery Point report may be but are not limited to one of the following:

The eleven digit barcode represents a correct address; the record is correctly identified as a missing or omitted delivery point and should be added to the AMS database results.

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AQIP Review Process

Opportunity Identification (cont)

The eleven digit barcode represents an incorrect address for an existing address and possibly requires that a delivery point alternate be added to the AMS database

The eleven digit barcode represents multiple secondary addresses any one of which but not all and may need to be added to the AMS database

Incorrect address due to E911 conversion and requires LACS coding

Caller Service or PO Box throwback records that need to be added to the AMS database

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AQIP Review Process

Opportunity Identification (cont)

A carrier may tell you that the Address Does Not Exist (ADNE) or I have never seen mail for this address;

● Do Not Accept This Response and End the Inquiry.● Continue with the resolution by telling the carrier that mail

has been generated with a barcode that represents this address

● Then ask the carrier, ‘What would you do with mail addressed to this address or what did you do with this mail?’

● Always check with the throwback clerk regarding addresses the carrier is unsure about.

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AQIP Review Process

AQIP Completion

When you finish the review, thank the carrier for participating in the AQIP.

Inform management of the areas of opportunity identified on the route.

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AQIP Review Process

Furnish AQIP Documents to AMS

Write legibly as you transfer all notes to the second copy of the 3999X-AMS-AQ.

Remember you might not be present when the completed AQIP materials are presented to the AMS staff.

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AQIP Review Process

After the ReviewAMS should update the route in the AMS

database with the findings from the AQIP.AMS should code as necessary records identified

within DSMART & eUARSUsing the AMS Operational Reports AMS should

correct all identified issues and coding changes for the route reviewed

Correcting deficiencies identified through the three processes above increases the opportunity for the USPS to achieve greater automation results.

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Resources

Incidents of incorrect ZIP Codes sprayed by commercial MLOCRs should be reported to the NCSC Miscodes Group by:

Fax: 650-577-4762or

Email: miscode@USPS.gov

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Resources

Delivery/AMS Quality Review Guidelines

http://imaq.usps.gov/AMS/streviewgdln2007.pdf, or

Enter the IMAQ website site

● Type IMAQ in the address bar,

● Click IMAQ Tools,

● Click AMS National Street Review Team -- NSRT,

● Click Delivery/AMS Street Review Quality Guidelines

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Resources

Publication 28, Postal Addressing Standards

http://pe.usps.gov/cpim/ftp/pubs/Pub28/pub28.pdf, or

Enter the USPS® website site (internet)● Click All Products and Services, ● scroll to ‘P” and Publications, ● click Postal Periodicals and

Publications, ● click Publications, ● scroll to Pub 28 and chose PDF or

html format

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Resources

AMS Coding Guidelines http://imaq.usps.gov

/AMS/AMS CODING GUIDELINES Oct2006.pdf

Enter the IMAQ website site

● Type IMAQ,

● click IMAQ Tools,

● click AMS Resources,

● click AMS Coding Guidelines

®

Thank You