Business Service Network Business Service Network (BSN)(BSN)

Committed To Excellence Committed To Excellence

USPS Business Service Network - 2006

BSN Mission

Build strong customer relationships by providing excellent customer service, communications, and information to

our most valued customers.

Serve as the critical link between customers and postal operations

Excellent Customer Experience

Understand the customer

Translate their needs

Take action

Exceed their expectations

Satisfaction Loyalty Retention/Growth

BSN – Committed To Excellence

BSN – Committed To Excellence

Structure

• Realigned accounts and resources to provide enhanced service

• Accounts with multiple sites and highly complex issues will receive BSN service from the Area Office

• Accounts with less complex issues will receive BSN service from the District Office

BSN – Committed To Excellence

Structure (cont’d.)

• Established a HQ National Service Improvement Team

• Systemic issue identification and resolution

• Segmented by industry• Mail Service Providers

• Packages

• Retail

• Finance

• Printers

BSN – Committed To Excellence

Proposed Timeline

• Announced changes on February 14 to BSN employees

• National Service Improvement Team in place by early April

• Area resources in place by late-April

• District resources in place by late-May

• Full implementation by end of Fiscal Year

Partner for Success

Business Service Network

Customer

BSN – Committed To Excellence