Northeast Area Effective Communications Communication
Employee Wellbeing OSHA II Northeast Area %#2 FY 15 YTD %#1 Recordable203 vs Motor Vehicle Northeast Area3, % FY 15 YTD %
Voice of the Employee VOE Northeast Area % Question Breakdown _+ _0_ _-_ Northeast Area
Voice of the Employee Areas We Focus On NEA Supervisor Communication +2 Information Regarding Safety +2 Physical Working Conditions +1 Results of Survey are Shared -1 Knowledgeable of Current Business Conditions -5 Results of This Survey will be Used to Improve the USPS +2 Understand Products/Services +1
New VOE Questions
The Customer Experience Retail Customer Experience NortheastFY 15 YTD Overall WTIL Hazmat Promotions & Merchandise Image
Northeast Area
Improve the Customer Experience
Customer Insights Measurement- Corporate Goal- 82.5% 40% 20%
Service Performance Northeast FY 15 First-Class Composite Priority Composite Standard Composite Scanning Parcel Select Amazon
Service Performance Scanning Performance Northeast FY 15 Acceptance Scan Originating Enroute Destinating Enroute AAU Scan Stop the Clock ADE Scan Total
Productivity and Financial Performance Northeast Commercial 5,066, ,188 Revenue Retail Revenue 2,736, ,193 Total Revenue 7,862, ,590 vs. SPLY +141,926
Outreach Program Outreach Programs Northeast FY 15 YTD EDDM$21,138,619$2,397,765 Business Connect$47,755,654$3,073,394 Customer Connect$20,630,011 $486,412 Clerks Care $6,855,316 $546,435 Rural Reach $3,139,007 $103,995 $78,379,988$4,210,236 Package Revenue$86,856,017+28% PC Postage $119,107,914+20%
NEA Work Hour Performance Northeast FY 15 YTD TOE$8.5B / +84M / +1.0% S&B$6.9B / +62 M / +.9% $-6,327m Total Hours+1,378,461 -9,563 F , ,281 F-2B +472, ,355 F , ,276 Total O/T %11.46% 10.80% F % 9.87% F-2B15.13% 13.51% F % 11.26%
Volume Trend 2013 – FY 2015 Pieces - Billions -1.7% -1.5% 0.0% -3.9% +0.6% -4.6% % +9.3% -7.4% -5.2%
* FY13 total revenue excludes $1.3B reduction in Deferred Revenue – Prepaid Postage $ Billions +2.9% $66.0 * $ % +4.1% +10.8% -1.2% -2.9% +3.3% +12.1% +2.9% +0.0% -2.3% -1.6% $69.4 Revenue Trend 2013 – FY 2015
NEA – Total On-Hand by Week OCT ’14 – JAN ‘15 Peak Season Fall Mailing Season Columbus Day Veteran’s Day Thanksgiving “Black Friday” Christmas Day Post New Year’s Election Day MLK Holiday
NEA – FCM On-Hand by Week OCT ’14 – JAN ‘15 Peak Season Fall Mailing Season Columbus Day Veteran’s Day Thanksgiving “Black Friday” Christmas Day Post New Year’s Election Day MLK Holiday
NEA – PER On-Hand by Week OCT ’14 – JAN ‘15 Peak Season Fall Mailing Season Columbus Day Veteran’s Day Thanksgiving “Black Friday” Christmas Day Post New Year’s Election Day MLK Holiday
NEA – STD On-Hand by Week OCT ’14 – JAN ‘15 Peak Season Fall Mailing Season Columbus Day Thanksgiving “Black Friday” Christmas Day Post New Year’s MLK Holiday Election Day Veteran’s Day
NEA – Total On-Hand by Week OCT ’14 – JAN ‘15 Peak Season Fall Mailing Season Columbus Day Veteran’s Day Thanksgiving “Black Friday” Christmas Day Post New Year’s Election Day MLK Holiday
This is Our Time! We must instill service confidence now in order to ensure future growth with our business partners Excellence in Peak Performance will provide the impetus for growth in January around Dimensional Weight and Heavy Weight packages Peak Season – Setting the Stage 22
Package Forecast – Peak Season Amazon + 30% over current volumeUPS + 6% over current volumeFedEx + 8% over current volumePriority Mail % over current volumeTotal Shipping & Package Services + 15%First-Class Packages + 24% over current volume Package Projections 23
Key Customer Requirements 100% Visibility Scanning is vital to our customers Every missed scan leads to a potential call center complaint On-time delivery Timely response and resolution to all customer inquiries Consistent communication about potential national and local network issues Peak Season 24
Summary Peak season is the key to our future package growth success Excellent Peak Performance = Growth Average Peak Performance = Lost Opportunity Peak Season 25
Northeast Area Effective Communications Communication