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How Government Agencies Use Address Quality to Better Serve the Community National Postal Forum April 11-14, 2010

How Government Agencies Use Address Quality to Better Serve the Community National Postal Forum April 11-14, 2010. Gail Milton, Program Manager, Address Management, USPS ® Mike Sexson, Special Projects Coordinator, State of CO . QUALITY ADDRESSING PROFESSIONAL CERTIFICATE.

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How Government Agencies Use Address Quality to Better Serve the Community National Postal Forum April 11-14, 2010

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  1. How Government Agencies Use Address Quality to Better Serve the CommunityNational Postal Forum April 11-14, 2010 Gail Milton, Program Manager, Address Management, USPS® Mike Sexson, Special Projects Coordinator, State of CO

  2. QUALITY ADDRESSING PROFESSIONAL CERTIFICATE This session qualifies as one of the four Addressing sessions in addition to the Monday, April 12th General Session needed for theAddress Quality Specialist Certificate!

  3. Value of Address Quality • 150.5 million addresses • 1.08 million new addresses • Almost 44 million changes of address

  4. Your List • What is the source for your list? • Provided to you • Rented • Built In-House • What are you doing with your lists? • Take advantage of Address Cleansing tools

  5. Returned Mail $60,000

  6. ROI • Why ROI matters • Physical address quality - addressing elements to construct a specific delivery address • Move Update quality – name of the addressee AND the new address at which they reside • Overall Costs – paper, printing, ink, list processing, energy • Response rates

  7. Address Quality Tasks What should you be doing? Total Address Qualitywith… Addressing Accuracy Tools and Customer Data Management Tools

  8. Addressing Accuracy Tools • CASS™ • DPV® • LACSLink® • AEC & AEC II® • SuiteLinkTM • AIS Products

  9. Customer Data Management Tools • NCOALink® • ACS™ • OneCode ACS® • ANKLink®

  10. How does this add up? • Getting your message in the right hands • Maintain and increase contact with residents • Increase response • Reduces costs associated with undeliverable as addressed (UAA) mail

  11. How do you succeed? By spending your money wisely to incorporate: • Addressing Accuracy Tools • Customer Data Management Tools

  12. Mike Sexson Special Projects Coordinator Marketing and Research Coordinator State of Colorado

  13. Make a difference in Government by learning how to create your own goals and be successful!

  14. Empowerment: Learn how you can make a difference in today’s Government! • Empowerment in Government • A method of instilling the values of transparency, participation and collaboration throughout your agency

  15. Civil Servant: What does it mean? • Understanding your role in government • Are you making decisions on what’s best for your organization and yourself? • Are you making decisions on what’s best for your constituents? • Decide if you want to make a difference

  16. Address Quality: Where do I Start! • I don’t understand it • We don’t have a budget • I don’t have the time • I don’t have the staff • Why do I need to change? • It’s not my job • I don’t have any support from upper management

  17. Planning for Success: Partners and Plan Initiate Process: • Recognize the project at hand • Stakeholders

  18. Good Government through thePower of Partnership • Contact other government agencies that are dealing with the same issues • Understand what the other agencies are doing • Learn their tips, tricks and rules • Set up meeting with all the agencies so they can meet and learn (network)

  19. Understanding who you should contact • Who are the Strategic Partners? • How do I figure out who my Strategic Partners are? • Required members of committee • Secretary of State and Attorney General staffs as advisors to the committee • USPS® legal team on the committee • In the long run, this would have saved about 6 months of time • What is the Timeline? • How much budget is there to work with?

  20. Understanding who you should contact • What the legal issues need to be worked out during the NCOA contract negotiation? • Federal • State • County • Municipality • Secretary of State and Attorney General review the contract and approve • Final signature had a different administration which changed the perspective – different players

  21. Easy steps to insure yourproject’s success • Planning: Meeting, workable plan to accomplish the business needs • Executing: Coordinating people/other resources to carry out the project plan • Controlling/Monitoring: Ensure project objectives are met and take corrective action as needed • Closing: Formal acceptance of the project

  22. The last steps for your project’s success

  23. Becoming a Government NCOALink® Vendor • Strategic Partners • Understand each others needs • Confidentiality agreement • Case studies (testing)

  24. IDS and All State CO Agencies Agreement MEMORANDUM OF UNDERSTANDING CONFIDENTIALITY AGREEMENT Agreement and understanding between the State of Colorado, Department of Personnel and Administration, Division of Central Services (DCS), Integrated Document Solutions, whose offices are located at 1001 E. 62nd Avenue, Room A11, Denver, Colorado 80216, hereinafter referred to as “IDS”, and the Department of __________________________, located at ___________________ hereinafter referred to as "Agency." Whereas, the Agency agrees to furnish IDS access to electronic data files that contain mailing addresses for the sole purpose of running data as a test against different types of address cleansing software to identify potential cost savings for the State and to ensure compliance with current and future USPS standards; and Whereas, IDS agrees to review, examine, inspect or obtain such information only for the purposes described above, and to otherwise hold such information confidential pursuant to the terms of this agreement. NOW THEREFORE, it is hereby understood that: 1. The Agency shall furnish IDS certain confidential information as described on attached list and the Agency may further allow Agency employees or representatives to disclose information to IDS under the following conditions: a. IDS agrees to hold all information received in confidence and that it shall be used only for the contemplated purpose stated herein, and shall not be used for any other purpose or disclosed to any third party under any circumstances. Any Open Records Act request received pursuant to C.R.S. § 24-72-201 et seq. shall be directed to the Agency as appropriate. b. IDS shall make no copies or otherwise extract or retain any details from the information obtained from the Agency. c. The information obtained shall not be disclosed to any third party unless said party agrees to execute and be bound by the terms of this agreement and the Agency has granted prior approval for the disclosure. 2. For the purpose of this agreement, the persons named below are designated the representatives of the parties. IDS: Agency: Mike Sexson Dept of Personnel and Administration Division of Central Services - Integrated Document Solutions 1001 E. 62nd Ave, Room A11 Denver, CO 80216 (303) 866-5320 FAX (303) 866-4024 Mike.sexson@state.co.us 3. This agreement shall be binding upon and inure to the benefit of the parties, their successors and assigns. 4. This constitutes the entire understanding between the parties. Department of Department of Personnel and Administration Division of Central Services _ Authorized Signature/Date Authorized Signature/Date DRAFT

  25. Undeliverable Mail Cost Tracking Form

  26. Steps to Success • Decide on a process • Upper management support • Answer the questions before they are asked • Help the top decision makers come to your conclusion on their own

  27. Things you have to know • Understand your procurement process • What kind of databases do you have? • How often do organizations do mailings? • What kind of resources are needed to implement address correction once the cleansing occurs? • Do you know what your true waste is now? • What is your projected savings? • Quality = Time + Material Cost + Postage • Discounts • Constituents

  28. I can make a difference • The time is now and you can change the perception • Improving Government mail by: • Accountability • Showing the value of your program! • It only takes one foot forward to start but you have to be willing to take that first step. • When we all take a small step collectively we have taken a large step… • Good Government starts with us!

  29. True or False Questions • The Postal Service™ can assist government agencies in reducing mail expenses? • Answer: True • Move Update Products and Service can help Government Agencies keep up with moving citizens? • Answer: True • Government Agencies are exempt from following USPS® Addressing Requirements? • Answer: False

  30. For More Information ribbs.usps.gov www.usps.com/ncsc Customer Care 1-800-238-3150

  31. Thank You

  32. Speaker Schedule Monday How Government Agencies Use Address Quality to Better Serve the Community Gail Milton/Mike Sexson – Period 5, 10:00 am – 11:00 am Your Software is Talking–Are You Listening? Jim Wilson/Chris Lien – Period 6, 11:00 am – 12:00 pm The Essentials of Great Addressing Gail Milton/Laine Ropson – Period 7, 2:00 pm – 3:00 pm Tuesday What are “Bad” Addresses & What Do You Do With Them – Exactly? Wanda Key/Wanda Senne – Period 10, 10:00 am – 11:00 am Wednesday Move It or Lose It Charles Hunt/Marty McGuire – Period 15, 10:00 am – 11:00 am Stump the Experts with Your Undeliverable Mail Jim Wilson/Charles Hunt – Period 17, 3:30 pm – 4:30 pm

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