MONDAY DECEMBER 2, 2002

50 PERCENT OPT OUTON NCOA
Substantially greater than 50 percent of Canadian movers purchasing the Canada Post change of address notification and redirection service are opting out of mailer notification. The new wording in the Smart Movesbooklet since late summer caused the statistics to rise dramatically in September. Canada Post recently confirmed what business users of the NCOA service were already experiencing: the rate climbed even higher in October.

NAMMU was already studying the issues and with this formal announcement by Canada Post, is now pursuing a more appropriate business model with the Corporation. Three aspects of the NAMMU study and proposals were outlined at the November 20th Joint Technical Committee meeting:
 

Appropriate re-drafting of the COAN form in Smart Moves that meets the spirit and intent of consumer privacy concerns, while permitting business to continue doing business unimpeded with its existing customers;

Re-evaluation of the NCOA business model;

Post move notification activities to obtain express positive consent for non-active customers.

The cost burden of substantial additional operating costs for Canada Post on redirection and return to sender activities (see eView DRIVING EFFICIENCY - Nov. 5th, coupled with business inability to efficiently communicate with its own customers force positive resolution to an important and urgent status. Contact executive@nammu.org for updates or to participate on the Task Force.

CSI: THE INDEX
Canada Posts CSI (Customer Satisfaction Index) is an integral measurement tool of the sustainable success of the Corporation. Second quarter results were 77 percent nationally, with the Corporation targeting a CSI of 85 percent by 2004-05. NAMMU not only supports this mission critical objective but has raised the bar to 90-95 percent for the same time frame, committing resources to assist achievement.

This is done in a very healthy self interest noted NAMMU President Kathleen Rowe, "because it puts the emphasis on 'getting it right' rather than 'fixing it up' a business approach that is far less costly and certainly more satisfactory to customers." Since the CSI is directly impacted by user response at point in time satisfaction/dissatisfaction spikes, Rowe also wants to see a minimum 85 percent CSI per quarter, with the annual average in the 90 percent range.

NATIONAL WORKSHOP: TAKE TO MARKET PROCESS
As part of the continuous improvement program established by Canada Post on the take to market function, Donna Drover, General Manager, Take-to-Market & Change Management, will participate in the NAMMU National Workshop and dialogue, hosted by Kathleen Rowe during the December 12th Toronto Chapter meeting. Following a brief update, the segment will focus on next steps in Business Transformation and encourage additional customer insight on how the development and implementation process can be improved. Toronto Chapter meeting registration: Susan McLeod 1-800-453-1308

CUSTOMER SERVE MODEL ROUND TABLE
Members and guests are invited to a National Round Table on the Canada Post Customer Serve Model, at 2:45PM December 12 at the Sheraton Centre, immediately following the Toronto Chapter meeting. There is no charge for this round table participation but you must register in advance by contacting executive@nammu.org

Results of the KMR on line and telemarketing poll commissioned by NAMMU will kick off the session, followed by open discussion and development of an action plan in conjunction with Canada Post. This first session is being held in Toronto because the overwhelming majority of responses were generated from this region.

COURIER INTEGRATION
Several business models using courier services as best practices in their communication and distribution mix will discuss when and why to use courier services, the actual ROI and CRM paybacks. Integration of courier services is a win-win with tangible/intangible factors beyond speed and cost driving usage.

Ron Moss (HBC), Toronto chapter director, advises decision makers from Clarica and Watts Distribution Services are confirmed to date, with two more panelists to be added. This panel discussion will form part of the Toronto Chapter meeting agenda, December 12th, Sheraton Centre (downtown). Registration: Susan McLeod 1-800-453-1308

Thanks to the persistence of Andree Harbour (Groupe Desjardins Assurances Generales) on behalf of the Quebec City chapter members, Jean Gaumond (Gaz Metropolitain) on behalf of Montreal chapter members, and Mark Scott on behalf of the Canada Post Address Management team, the Quebec municipality/merger address conversions will proceed as smoothly as possible. Two joint, action oriented committees have been formed to tackle issues: the steering committee handles issues of policy; the technical committee handles the actual methods of information transfer. The NAMMU executive ensures that the information travels to those outside the region who have requested it.

Three productive meetings have been held to date and a significant number of people are giving their time to this important challenge. NAMMU particularly thanks Guy Prefontaine (CAA Quebec) for his superb job of carrying the ball from the outset of the first meeting in Montreal. Read more in this months issue of techno.talk.

USPS ONLINE MAGAZINE SUBSCRIPTION SERVICE
POSTCOM (December 13,2002) reports the United States Postal Service (USPS) launched a new online magazine subscription service from its website at www.usps.com/magazines an initiative long pursued by magazine and newspaper publishers as a win-win.

Partnering with Magazine Mall Inc. www.magmall.com the USPS says the online service offers thousands of magazine subscriptions at up to 85 percent off retail prices and is generating a new revenue stream. USPS will meet or beat any magazine subscription price.