2 Background Customer Gateway Overview Release 1 of My USPS Benefits What’s Next Your Role Agenda
3 May 18, 2005 Customer Gateway: Opportunity - No central point of access for mailers who provide the highest percentage of revenue. - Fragmented user experience. The Customer experience has evolved: Customers must access multiple web sites, submit numerous forms, and navigate multiple channels to do business with USPS Customers must search for relevant content and information on multiple websites Customers have a single point of access and sign-on for all interactions with USPS business applications Customers will have a personalized and customized user experience based on their preferences and needs
4 May 18, 2005 Customer Gateway: Gathering Requirements We solicited input from a number of customers who used a variety of products. 18 147 89 109 Content Functional Quality Usability Requirement Types Business Owners Business Function
5 May 18, 2005 Customer Gateway: Gathering Requirements Many thanks to the customers below who played a large part in the development of the Customer Gateway: NAMECOMPANY Pat DeckCapital One Debbie CooperQuebecor Charley HowardHarte-Hanks Don PoormanGannett/Army Times Kim StokeCitibank Al BenjaminDesigner Mailing Val SchuldJC Penney Wanda SenneAce Marketing Paul GiampoloADVO
6 May 18, 2005 Customer Gateway Key Features Requirements drove us to the Customer Gateway - a multi-function website created for National & Premier Customers delivering products and services in one single organized location. Key features include the following: Provides Single Point-of-Access Provides Single Sign-On Customer Experience Customization and Personalization Design and Navigation
7 May 18, 2005 Customer Gateway : Current Version Provided Single Point-of-Access Improved Customer Experience Improved Design and Navigation Fewer Clicks Consistent Experience The initial version of the Customer Gateway is the National & Premier Accounts web site currently on usps.com. It enabled the following key features of the Customer Gateway.
8 May 18, 2005 Customer Gateway - My USPS Single Point-of-Access Customer Experience Customization and Personalization The next version of the Customer Gateway will be the My USPS application, a customized web site displayed after National & Premier customers sign in. The additional key features that will be enabled include:
9 May 18, 2005 My USPS - Release 1 My Links - Ability to display customized links based on user’s preference settings. My Alerts - Ability to display operational alert headlines based on user’s preference settings. My Service Headlines - Ability to display top BSN issues. Search - Ability to allow user to use existing USPS site search functionality. Relevant Communication - Ability to display promotional / informational highlighted news section for all users. Release 1 of the My USPS application will provide the initial capabilities, including setting up the technical infrastructure for the application, integration with Customer Registration for single sign-on and initial customization capabilities for customers.
10 May 18, 2005 Customer Gateway Benefits “One-Stop Shop” Wide range of electronic capabilities from mail induction to mail tracking Access to seamless, national customer service support A common registration process so that customers can sign in just once Customers can personalize the site to meet their specific needs. Postal Service will be able to: Provide better service and improve customer satisfaction as a result of seeing “one view of the customer.” Reduce operating costs. We make it easier for customers to do business with us…… …….by Strengthening Customer Service Through Technology
11 May 18, 2005 Customer Gateway: What’s Next Launch Customized version end of September 2005 Expand single sign-on Build capabilities that are customer-centric Streamline processes Add more and more Customization
12 May 18, 2005 Customer Gateway: Your Role This site is for our customers. Help us improve service by: Clicking on “National & Premier Account” site Clicking on “Site Feedback” on left-hand margin Contacting: Ken Ceglowski Manager, Customer Relationship Management email@example.com Sharon Coruzzi Program Manager firstname.lastname@example.org We’ll be coming back to gauge effectiveness at future MTAC meeting!