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UnderstandThe Differencesin the Change-of-Address Programs
National Postal ForumMarch 17 – 20, 2013 Michael Tate, SVP Enterprise Postal Strategy, Bank of AmericaJames D. Wilson, Manager, Address Management, USPS®
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Today We’ll Discuss . . . The three ways a Change of Address (COA) request can
enter the USPS® database for processing The flow of COA requests through USPS product and
service programs Quality Control/Fraud Detection Programs
And We’ll Focus On . . .
Pre – and Post – mailing address corrections developed from COA data• The intentional differences between the two methods
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PS Form 3575 Official Mail Forwarding Change Of Address Order completed by moving customer and sent to USPS®
COA form scanned by PARS
Change of address informationinserted into PARS AddressDatabase (PAD) to be used during mail forwarding process
COA form image and customer data are sent daily to National Customer Support Center (NCSC)
Hardcopy- PS Form 3575
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ICOA- Internet Change of Addresswww.moversguide.com Requires customer to present
credit card to validate identity Address validation occurs
while customer is online• Allows customer to enter
correction when address not matched
Change of address data transmitted to National Customer Support Center for entry into PAD (PARS Address Database)
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TCOA- Telephone Change of Address Change of address submitted by customer
calling 1-800-ASK-USPS® (1-800-275-8777) Requires use of credit card to verify identity
PS Form 3575Z• Similar to PS Form 3575 but submitted by Postal
personnel on behalf of customers who have: Moved, Left No Forwarding Address (MLNA) P.O. Box Closed, No Forwarding Order (BCNO)
• Entered after 10-day waiting period once it is determined the customer not retrieving mail at address
Other Means of Entering Change of Address
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Fraud Detection ProgramsCOA Watch
USPS® internal process that screens all change of address entries
Monitors and reports on potentially fraudulent or suspicious activities
Inspection Service Watch List
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Customer Notification ProcessesMove Validation
Letter (MVL) sent to “old” address
Printed and mailed daily from NCSC immediately following receipt of the change of address
Mailpiece tracked to delivery
Fraud Detection Programs
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Quality Assurance InitiativesCustomer Notification ProcessesCustomer Notification
Letter (CNL) or Welcome Kit sent to “new” address
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Quality Assurance Initiatives COA Correct
• www.managemymove.usps.com PS Form 3546
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Change of Address Data Processing COA data must be accepted into PAD and transmitted
back to NCSC for inclusion into change of address systems
Results in two separate databases• Internal USPS® file (PARS and CFS) which is used for
mail forwarding & ACS™ fulfillment• External data product (NCOALink®)
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Change of Address Data Processing
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CFS – flats and parcels, nonmachinable letters PARS letters – intercept mode PARS letters – carrier identified forward mode
Mail Forwarding Processes
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Hardcopy Address Correction Either return of the piece with the correction or
reason for nondelivery affixed, or A separate address correction provided as an image
of the piece with the associated old and new address or reason for nondelivery, PS Form 3547
Return postage or address correctionfee may apply
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#BWNFXZT #P123456789 2572X 7 # JOHN E SMITH916 N 5TH ST APT 3SPRINGFIELD IL 62702-5288
ACS™ Service
Post-mailing service provided by the USPS®
Internal PARS/CFS database used Participants include an identification code on the
mailpieces• Traditional (printed participant code as shown left)• OneCode ACS® or Full Service (IMb™ as shown on
right)
JOHN E SMITH916 N 5TH ST APT 3SPRINGFIELD IL 62702-5288
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NCOALink® Service Pre-mailing Move Update method Data delivery from USPS® to certified licensees Stored in a secure format using Secure Hash Algorithm Three types of certified licensees:
• Full Service Provider (48 months, updated weekly)
• Limited Service Provider (18 months, updated weekly)
• End User Mailer(18 months, updated monthly)
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ACS™ - NCOALink® Product DifferencesDPV®
Y, S, DRequired;
Name Matching
Carrier provides COA match direction
DNIRecordsIncluded
Temp Records Included
Manages Multiple & Hyphen-ated Names
Multiple Name Variationsof the Same Name
IgnoresIrrelevant Name Data
PARSIntercept
CFS/PARS Carrier ID’d
NCOALink LSP &End User
NCOALink FSP
Old New Strict Relaxed Single MultiPass Pass
Undeliverable as Addressed (UAA) MailUndeliverable Mail Volume
01234567
Volu
me
(B)
Forwarded 2.093 1.985 1.235 1.116 1.116
Returned 1.311 1.603 1.593 1.504 1.53
Waste 5.904 6.136 4.12 4.4 4.113
1998 2004 2010 2011 2012
Undeliverable Mail Cost to USPS
$-
$200.0
$400.0
$600.0
$800.0
$1,000.0
Cost
(MM
)
Forwarded $437.6 $421.9 $294.7 $271.8 $271.3
Returned $767.9 $822.5 $817.5 $777.6 $789.4
Waste $253.9 $269.8 $246.2 $266.4 $257.4
1998 2004 2010 2011 2012
FY2012 Total UAA Cost $1,318.1B (17% ($2.3MM) increase over FY2011)
FY2012 Total UAA Volume 6.759B (-3.72% (261MM) decrease over FY2011)
Forwarding Volume virtually unchanged but efficiencies saved $500K in cost
Returned Volume rose 1.7% (26MM) at a cost $11.8MM
Waste Volume dropped 6.52% (287MM) pieces at a cost savings of $9.0MM
ACS Notifications
0
50,000,000
100,000,000
150,000,000
200,000,000
250,000,000
300,000,000
ACS COAACS Nixie
ACS COA 146,285,592 196,221,252 185,949,145 226,707,125 247,977,769ACS Nixie 108,702,046 153,349,759 180,220,101 235,154,971 298,825,284
2008 2009 2010 2011 2012
0
100,000,000,000
200,000,000,000
300,000,000,000
400,000,000,000
500,000,000,000
600,000,000,000
700,000,000,000
800,000,000,000
900,000,000,000
1,000,000,000,000
Processed 636,238,206,593 674,586,820,283 766,447,478,454 902,945,299,061 987,800,758,304
Matched 21,149,424,646 25,847,303,892 23,103,730,603 26,322,037,954 30,258,995,209
2008 2009 2010 2011 2012
3.32% 3.89% 3.01% 2.92% 3.06%
NCOALink® Total Records Processedand Corresponding Matches
Why did I receive an ACS record when I did not match NCOALink®?Perhaps:
The mail did not intercept, but carrier input allowed it to process
The old and/or new address did not DPV® confirm, but PARS/CFS clerks found the matching COA
There were multiple names on the mailpiece, PARS and CFS search all names
NCOALink can only make an exact name match, PARS/CFS ignores extraneous information in name field
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Considerations in Determining theRight COA Process What type of mailing is it? What is the objective of the mailing?
• Distribution method for my core product offering• Communicating with my customer• Marketing to expand revenue• Regulatory obligation
What is the cost of sending something to the incorrect address?
Does the process meet the USPS® Move Update requirements for postal discount eligibility?
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Address Management – Ongoing Process Each mailer is different – there is not a one-size fits all
solution
Managing address changes is not a point in time event
The initial address capture is critical to all addressing processes including getting a COA hit
The Move Update compliance requirements have to be met but just meeting the requirements might not be the right solution to maximize your address quality
As with any business process, establish metrics to determine where addressing issues exist
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Things To Remember About COA Name matching criteria is different
• NCOALink® has the strictest
The NCOALink output provides a lot of data that can be used for metrics
Important to match against date the address was last changed when updating COAs
The process should validate that the new address DPV® confirms
Full Service provides free ACS™ for automation mailpieces
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Questions to Think About What is the right frequency for the COA process?
What is the right solution for my COA objectives – Pre, Post or a combination of the two?
When should COA results trigger additional actions to locate my customer or lead to suppressing a mailpiece?
Should the different types of moves (Individual, Family and Business) be handled differently?
How should different results from the COA methods be handled, i.e. a move from NCOALink® but a NIXIE from ACS™?
SundaySundayWhat You Need to Know about Unique Address Types / Non-Physical Address
Jim Wilson/Adam Collinson/Michael Tate – Period 1, 12 – 1 pm
GSA and Addressing (Rules & Recommendations)Angela Lawson/Adam Collinson/Derrick Miliner – Period 4, 3:45 – 4:45 pm
MondayMondayKeeping it Simple: ACS Services – It’s All in the Service Type ID
Lisa West – Period 5, 10:30 – 11:45 am
Secure Destruction – Peace of MindLisa West/Tom Day – Period 8, 4:30 – 5:30 pm
TuesdayTuesdayThe ROI of Great Address Quality
Ed Wanta/Dr. John M. Leininger – Period 10, 9:30 – 10:45 am
Understanding the Differences in the Change of Address ProgramsJim Wilson/Michael Tate – Period 13, 3:15 – 4:15 pm
Peer-To-Peer RoundtablesLisa West/Angela Lawson – Period 14, 4:30 – 6:00 pm
Speaker Schedule
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Thank You!
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