MTAC 140: Enterprise Payment

Phase One

Enterprise Payment Initiative

USPS has hired Avenue B Consulting Inc. to perform a corporate wide analysis of USPS customer payment options across postal products and services as they exist today and perform a customer needs analysis to understand the solutions that will need to be offered to meet customer payment needs.

Phase One – Define gaps in the current payment options and define customer payment needs.

Phase Two – Provide input for solutions designed under the enterprise payment initiative.

Enterprise Payment

Phase 1 - Enterprise Payment Initiative: Customer Perspective

Customer Survey Analysis (complete)– How customer relationship with USPS affects their internal

business processes – specifically related to paying for services or products

In-Depth Customer Profile Volunteer Interview with Avenue B Consulting Inc. (in progress)– Focused on internal roles and responsibilities related to

managing USPS payments-- Discussed internal process on reconciling and reporting of

USPS accounts and payments, and understanding customer experience and issues with exception handling and resolution

Enterprise Payment

Phase 1 - Enterprise Payment Initiative: Customer Perspective

Identified Needs/Gaps (survey and discussion completed)– Check by mail or in person is inefficient, especially when

multiple locations are involved, such as opening permits and PO boxes

– Preferred CAPS for all transactions or some type of online payment option

Prioritization of Needs/Gaps (in progress)– Importance of improving the payment process for each

USPS service and products based on company needs

Enterprise Payment