MTAC 140 Enterprise Payment Initiative

Enterprise Payment

Enterprise Payment Workgroup Issue Statement

Workgroup Issue Statement: The Postal Service has embarked on a strategic initiative of Enterprise

Payment to offer state-of-the art payment options across postal products and services. As part of the initiative we are undertaking a corporate wide analysis of USPS customer payment options as they exist today and performing a customer needs analysis to understand the solutions that will need to be offered to meet customer payment needs. This Workgroup will define gaps in the current payment options and customer payment needs for the enterprise payment initiative.

Desired Results: Phase 1: (Completed November 29, 2010)

• Define gaps in the current payment options. • Define customer payment needs for the enterprise payment

initiative.

Phase 2: • Provide input for solutions designed under the enterprise payment

initiative.

Enterprise Payment

Phase 1 - Enterprise Payment Initiative: Customer Perspective (Completed 11/29/10)

Customer Survey

Analysis • How customer relationship with USPS affects their

internal business processes – specifically related to paying for services or products

Results • Centralized method to pay for multiple services in a

consistent manner• Biggest issue is the opening process for multi-location

permits and boxes

Enterprise Payment

Phase 1 - Enterprise Payment Initiative: Customer Perspective (Completed 11/29/10)

In-Depth Customer Profile Volunteer Interview

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

Results consistent with survey findings

Enterprise Payment

Phase 1 - Enterprise Payment Initiative: Customer Perspective Completed 11/29

Identified Needs/Gaps Check by mail or in person is inefficient, especially when multiple locations

are involved, such as opening permits and PO boxes

Prioritization of Needs/Gaps Importance of improving the payment process for each USPS service and

products based on company needs• Unanimous support for making Business Mail Permit payment process

first priority Recommendations

Preferred CAPS for all transactions or some type of online payment option Visibility across enterprise Provide adequate detail and tools for reconciliation Single national account Improve flexibility in mailing from alternate locations Align multiple locations under one corporate National Permit Number or

National Account to centralize ability to open permits

Enterprise Payment

Enterprise Solution

Business Customer opens one payment account profile online, with multiple payment options available

• ACH debit, Trust (funded by ACH Credit or Online Bill Pay), Credit, PayPal

Ability to pay for multiple USPS products from single account

Provides infrastructure to support invoicing

Ability to access and view all activity by hierarchy, product, payment type and transaction history

6

Permit opened at local office, needed in every mailing location

• Multiple fees, commonly paid with check

Predominantly Manual Processes• Account Management (Creation and

Funding)• Multiple touch points for products &

services

No integrated channel for funding/paying for products/services

Limited self-service options

Limited payment options by product

Retail Unit

Current

Online Access

Enterprise Payment

Phase 2 - Enterprise Payment Initiative: Recommendations

The workgroup will reconvene in April to provide requirements recommendations for the design and build under the payment initiative

USPS Internal workgroups are working on solution phase

Enterprise Payment