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5/17/2017 1 ® Delivery Today for Tomorrow 1 ® Delivery Today for Tomorrow 2 Delivery Today for Tomorrow Future Focused Evolution Sunday, May 21 – 2:45pm Baltimore Convention Center, Baltimore

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Page 1: Delivery Today for Tomorrow - Maga Interactivemagainteractive.com/prototypes/usps-future-ready... · Keyless Parcel Lockers and USPS GoPost Community Parcel Locker Next Gen Mailbox

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® Delivery Today for Tomorrow 1

® Delivery Today for Tomorrow 2

Delivery Today for TomorrowFuture Focused Evolution

Sunday, May 21 – 2:45pm

Baltimore Convention Center, Baltimore

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® Delivery Today for Tomorrow 3

It all started in Philly…

Benjamin Franklin is appointed the Postmaster of Philadelphia

1737 2007

® Delivery Today for Tomorrow 4

It all started in Philly…

Benjamin Franklin is appointed the Postmaster of Philadelphia

1737Kevin McAdams is appointed Postmaster of Philadelphia

2007

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® Delivery Today for Tomorrow 5

1920 - 1975

Delivery through the Ages

1975 - 2017

Today, 26,600 USPS post offices handle more than 153 billion mail pieces annually, reaching every business and residential address in the nation

100 years ago, in 1917, USPS delivered 20 billion mail pieces through a national network of 55,000 post offices.

1800 - 1920

® Delivery Today for Tomorrow 6

Delivery through the Ages: 1800 - 1920

The Pony Express operated, each rider covering 75 to 100 miles daily

1861

Rural Free Delivery (RFD) is adopted nationwide, serving 6.8 million delivery points by 1919

1902

1864Free city delivery established in 65 cities; by 1900 it had expanded to 796 cities

Parcel Post inaugurated, delivering 300 million items in the first six months

1913

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® Delivery Today for Tomorrow 7

Delivery through the Ages: 1920 - 1975Both Jeeps and three-wheeled “Mailsters” became popular for city delivery

1950s-1960s

USPS grew its Airmail services, contributing to early commercial aviation

1920s

USPS delivered 89.2 billion pieces of mail to 73.4 million delivery points nationwide

1975

® Delivery Today for Tomorrow 8

Delivery through the Ages: 1975 - 2017

The Grumman Long Life Vehicle (LLV) iscustom designed for USPS

1980s

USPS still uses mules to deliver to the bottom of the Grand Canyon!

2017

Handheld scanners scanned 2.7 billion pieces of mail and parcels

2016

First Promaster delivery vehicle deployed

2015

Segway scooters tested as delivery vehicles in 6 US cities

2002

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Operating the Largest Delivery NetworkUSPS delivers more mail to more addresses in a larger geographical area than any other post in the world

156MDelivery Points

343KCarriers

215KVehicles

229KDelivery Routes

31KPost Offices

® Delivery Today for Tomorrow 10

Our global delivery network

Proudly Delivering to Every AmericanDelivering the connection between every business and every customer

feet below sea level:

Death Valley, CA

feet above sea level:

Alma, Colorado

10,578

282

187miles:

longest route

1.1 Million new delivery points added last year

47%of the worlds mail

USPS delivers packages delivered per

hour on 12/19/16

1.5M

miles driven in one month

200M

Different forms of transport

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® Delivery Today for Tomorrow 11

Customer ExperienceDelivering world-class service

® Delivery Today for Tomorrow 12

Delivery Impact and AccomplishmentsUSPS has enhanced the customer experience by investing in people, technology and our fleet

Delivery Operations maintains very high customer service

scores

Driving to 100% delivery accuracy—Continued annual improvements

More than 1.2B daily scanning events –

helping to track mail and packages through our

network

USPS Priority delivers faster on average for

several expedited shipping options

Delivery Survey results showed 4 out of 5 customer

respondents were Satisfied with USPS

Proud to Deliver Accurately!

Most Trusted Agency

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® Delivery Today for Tomorrow 13

Delivery Impact and AccomplishmentsUSPS has enhanced the customer experience by investing in people, technology and our fleet

Delivery Operations maintains very high customer service

scores

Driving to 100% delivery accuracy—Continued annual improvements

More than 1.2B daily scanning events –

helping to track mail and packages through our

network

USPS Priority delivers faster on average for

several expedited shipping options

Delivery Survey results showed 4 out of 5 customer

respondents were Satisfied with USPS

Proud to Deliver Accurately!

Most Trusted Agency

® Delivery Today for Tomorrow 14

Focusing on Our CustomersDriving excellence in customer experience

Ease of Doing Business

Mobile and AgilePremier Experience for Business Mailers

Value Proposition• Serve the customer when, where

and how they prefer• Leverage the power of MyUSPS™• Different methods of Service for

different demographics

• Customers define requirements• Personalized service• Problem resolution• Efficient, reliable service

• Customer pick up• Parcel Return Service• Ship from Store

• Simplified preparation and entry• Modernized payment system• Seamless entry• Enhanced communications

Our product choices and featuresmeet the needs of changing customer

preferences

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® Delivery Today for Tomorrow 15

Our Delivery Team Connects You with Your CustomersFocusing on customer experience through our delivery team

World class customer experience starts with a world

class employee experience

A positive employee experience is directly correlated with a

positive customer experience and impacts the bottom line

® Delivery Today for Tomorrow 16

Focusing on Our FleetFleet leadership is undertaking three initiatives to improve the customer experience

Extended CapacityLHD Vehicles

12,472

Mixed Delivery & Collection Vehicles

6,533

Service Vehicles

3,669 

Administrative Vehicles

1,688

Improving utilization of available space

Replacing our aged vehicles

Maintaining our brand through our vehicles

Vehicle Deployment

By making these improvements, our Fleet is providing more reliable and higher quality service for you

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Scanning Technology: New Ways to Connect with CustomersInvesting in carrier scanning technology to deliver to the right place at the right time

Dynamic Routing Better Visibility

On-Time Delivery

Data Collection

Scan Delivered

Personalized Delivery

Real-Time Communication

® Delivery Today for Tomorrow 18

Delivering a World-Class ExperienceLeveraging our data to keep pace with evolving consumer and industry preferences

Informed Delivery

Delivery status updates, previews of daily mail, and direct consumer impressions

Parcel Return ServiceReverse logistics is a key component of e-commerce

Customized DeliveryAllows USPS customers to provide their customers a tailored delivery experience

Consumers trust USPS with nearly half of the world’s mail – how can we continue to exceed their expectations?

Offers customer convenience and extra working days to distribute delivery volume

Delivery 7 Days per Week

Visibility for Mail OwnerTracking site on usps.gov hosted 317 million visitors in 2014

Same-day DeliveryIncludes both packages and groceriesin select pilot markets

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Technology DriversDeveloping technology to meet the needs of

tomorrow

® Delivery Today for Tomorrow 20

Visibility EnhancementsMeeting the interconnected customer’s high expectations

Real-time status updates

Built-in accuracy assistance

Customer clarity for undeliverable items

Special delivery instructions for carriers

Efficient dynamic routing

Today’s Delivery Visibility Interface Tomorrow’s Capabilities

Expected Delivery Window (ExDW)

Expected Delivery Window Interface provides 2 hour delivery window

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® Delivery Today for Tomorrow 21

Video: Expected Delivery WindowsThis is a placeholder slide for the ExDW video

® Delivery Today for Tomorrow 22

Connecting the First and Last Mile: Delivery Analytics Utilizing real-time delivery data to achieve a world-class customer experience at the first and last mile

First Mile

Last Mile

Parcel Return Service

Collections service

excellence

Pickup scanning

Increased delivery

accuracy

Parcel locker location

optimization

Customer-to-Carrier issue

resolution

Dynamic routingTarget customer analytics

Active modeling to increase staffing and planning efficiencyReal-time visibility of carrier movement

Built-in change of address accuracy

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® Delivery Today for Tomorrow 23

Mailbox of the FutureReinventing package delivery and pickup for cost savings and consumer satisfaction

Keyless Parcel Lockers and USPS GoPost

Community Parcel LockerNext Gen Mailbox

Holds multiple packages and letters

Safe delivery locations, convenient PIN access, and email notifications

Provide safe package delivery locations

Installed Pilot ProgramDeployment Ongoing

® Delivery Today for Tomorrow 24

Reduction from 5 pre-delivery touches to 2

State of the Art RoutingEmploying new technologies to improve delivery speed and accuracy

Deliveries

Customer Pickups

Mail Drops

Collections

Relays

By dynamically

routing:USPS is achieving:

Enhanced visibility for customer

Cost efficiencies

Real-time route adjustments

Personalized delivery options for customer

Optimized line-of-travel

Customized Delivery product options

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Local Operations Centers (LOCs)Employing technology to optimize local deliveries

LOC

Reporting

Real-Time Adjustments

Monitoring

Improved Performance

Connected Communications

Network

End to End Visibility

Locations 1 HQ Level 7 Area Level 67 District Level

® Delivery Today for Tomorrow 26

Future FocusedPreparing for a changing

delivery environment

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Reshaping Tomorrow’s Delivery ExperienceTechnology investments improve the customer experience while yielding efficiency gains

Investing in the customer experience prepares us to deliver at the right place at the right time in light of evolving consumer preferences

Community Delivery Centers

Customized Delivery

Freedom Delivery

Predictive Delivery Windows

Consolidated delivery locations improve both safety and efficiency

Customers receive items when and how they would like

Nimble carrier utilization enables faster and more accurate deliveries

Last mile visibility improves customer satisfaction and operational efficiency

® Delivery Today for Tomorrow 28

The Technology Shaping Our FutureRapid technology improvements create new possibilities for deliveries of the future

Tech

nol

ogy

Ad

van

cem

ent

Time

Ship-from-Store

Trunk Delivery

Crowdsourced Delivery

Autonomous Vehicles + Drones

Same-day Delivery

Curbside Delivery and Autonomous Vehicles

In-transit Delivery

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Next Generation Delivery VehiclePreparing the fleet to exceed customer expectations in a digital world

Expected Deployment: 2020

USPSUSPS

Real-time Network Updates

Customer Visibility

Transportation Infrastructure Analysis

Next-generation Mailboxes

End-to-End Communication

Deployable Autonomous Delivery Service

Environmentally Conscious Increased Cargo

CapacityImproved Safety

Enabling Interconnected Delivery

Advanced Agility and Performance

Interconnected Delivery Technology

® Delivery Today for Tomorrow 30

SustainabilityPutting our stamp on a greener tomorrow

Nearly 50,000 USPS vehicles use alternative fuels, including CNG, LPG, or E-85

Water Conservation

Consumables Reduction

Recycling and Zero Waste

Energy Use

Vehicle Petroleum Use

DRAFT

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Smart Cities and Urban LogisticsLast mile delivery in an evolving urban environment

The Need Goals

• Cities are under prepared for the global shift to urbanization

• Almost 180,000 people move to cities each day

• By 2030, 60% of the world’s population will be urbanized

Role of USPS

• USPS operates one of the largest civilian fleet in the world

• Collects terabytes of scan data providing insights into urban systems

• Collaborating with universities and research institutions onreshaping the urban future

• Alleviate urban congestion, especially during rush hour periods

• Reduce logistics costs across the entire last-mile value chain

• Improve delivery experience for customers

® Delivery Today for Tomorrow 32

Enhancing our Customer Experience Developing Our Technology

Investing in our People

Upgrading our Fleet

Carrier Scanning Technology

Mailbox of the Future

Enhanced Visibility

LocalOperations Center

Future Delivery Operations

Next Generation Delivery Vehicle

Drone Delivery

Smart Cities

Sustainability Focused

Personalized Delivery !

Today Tomorrow

Providing the world-class delivery experience for your customer and your brand

USPS Continues to Deliver your Brand

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Q&A