It’s a couple days after Christmas and all through the house, still no creatures are stirring. Well, some of us are. After all, it’s back to work for most of us. Postal employees were especially busy this time of year. In the holiday season, the Postal Service delivered nearly 16 billion cards, letters and packages across the country and sent mail around the world.
Post Office lobbies were also a busy place, with 97 million customers visiting. But more than 47 million customers skipped the trip to the Post Office this holiday season and took advantage of the Postal Service’s online shipping at www.usps.com.
The Postal Service touches everyone regularly, but even more so during the holiday season. We would like to hear about your “Mail Moment” experience with the Postal Service over the past few weeks. What made it memorable? Was it a positive experience? If not, how can the Postal Service improve?
In a world where speed is everything, a new product is becoming popular that takes it s-l-o-w. It’s called Future Mail. In China, several companies are offering to deliver mail as slowly as you want, — even weeks, months, or years into the future. No time machine necessary!
Some customers are using Future Mail to send letters to their future selves, others use it to be sure their anniversary, birthday, or holiday greetings will arrive exactly on time. Future Mail customers simply fill out, address their cards, letters, or packages, and specify the date they want them delivered. These new companies will make it happen. One can even purchase gifts and flowers to be sent in the future.
Although eliminating Saturday delivery has been heavily debated, reducing delivery to 5 days a week may not be enough. There has been some discussion of whether the viable model for the U.S. Postal Service of the future will incorporate 3-day delivery.
A 2010 study by the Boston Consulting Group for the Postal Service forecasts that the average pieces of mail per delivery point per delivery day will drop from 3.8 to 2.8 by 2020. If this projection holds true, then more households will likely receive no mail on any given day. With the increasing availability of alternative communication choices, it is unlikely that the demand for mail delivery will ever return to previous levels. Therefore, postal delivery may only be needed 3 days a week. Some homes could receive mail on Monday, Wednesday, and Friday, while others, on Tuesday, Thursday, and Saturday.
Delivery would still occur 6 days a week for Post Office boxes. This additional benefit for P.O. Boxes would meet the needs of customers who have need of 6-day delivery, while generating higher revenue and increasing traffic for the Post Office.
About a year ago, we ran a short blog about Deutsche Post’s Automated Packstations. Operated via touch screens, Packstation services include 24/7 customer pick-up and the ability to mail parcels and letters as well as print postage. When a parcel arrives, the recipient is notified via e-mail for pick up at the kiosk. Customers can have their packages delivered to a Packstation of their choice.
Since our last blog, Packstations have caught on. The numbers have expanded, to about 2,500 Packstations in Germany and over 1 million registered customers. Typically located in high volume pedestrian areas along streets and in commuter rail stations, Packstations offer a myriad of customer choices for items being sent or received.
Mailing a parcel from a Packstation is cheaper than mailing a parcel from traditional post office counters, and there is a bonus rewards program as well. Points are earned for sending a package, buying stamps, picking up a package, having a friend register or simply reading the online newsletter. The points are redeemable for shopping vouchers, stamps, and gifts.
For decades, the Postal Service offered vending machine service to supplement its retail operations. Vending machines meet the needs of customers who want to purchase stamps without waiting in line.
While the lack of stamp vending machines has resulted in customer frustration and a surprising number of newspaper articles, the problems are particularly acute in economically depressed and more urban areas. Although Automated Postal Centers (APCs) provide many services including the sale of stamps and directly applied postage for First-Class letters, APCs require credit cards, which people in economically depressed areas often do not have. In addition, some customers find APCs to be intimidating to use. Finally, APCs sell only booklets of stamps or individual stamps in denominations of $1 or more, yet many disadvantaged customers may want to buy just one First-Class Mail stamp.Read More