October 1, 2018
USPS now has a better way to measure its service performance.
Internal Service Performance Measurement (SPM) became the organization’s official reporting and recording system Oct. 1. It replaces External First-Class (EXFC), which was retired Sept. 30.
Here’s what you should know:
- Internal SPM will help USPS improve service. The system offers a more accurate view of operational performance, allowing the Postal Service to fix problems faster. This will improve customers’ experiences, which will allow the organization to boost satisfaction, drive loyalty and grow revenue.
- Scanning is critical to Internal SPM’s success. The system relies on scanning data at collection and delivery points across the nation. This is why USPS employees should complete scans whenever postal equipment prompts them to do so — whether it’s at a collection point, a Post Office Box or on a delivery route.
- Internal SPM is sophisticated. The system uses “sampling” — a formula that uses random scans across the nation from collection and delivery points, including PO Boxes — and combines this data with billions of mail processing scans that occur inside postal plants to provide a full, end-to-end view of performance.
- You’ll need to learn some new things. Internal SPM relies on the U.S. Census Bureau’s definition of “urban” and “rural” areas, which have different meanings than they do in the Postal Service’s delivery world.
The bottom line, according to Enterprise Analytics Vice President Isaac Cronkhite: The new system represents a significant step forward for USPS.
“Through Internal SPM, we can produce more accurate and reliable data on our service performance, which will better serve the organization and our customers,” he said.
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