Greater New York Postal Customer Council June 20 2018 1 Topics Undeliverable Mail a USPS Perspective An Industry Perspective Move Update Standards Methods to Manage ChangeofAddress ID: 723111
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Slide1
Choosing the Best Move Update Method for Your Mail
Greater New York Postal Customer Council
June 20, 2018
1Slide2
Topics
Undeliverable Mail, a USPS
®
Perspective
An Industry Perspective
Move Update StandardsMethods to Manage Change-of-AddressWhat are the Differences?What else is available?Review
2Slide3
USPS
®
definition of “UAA Mail”
UAA mail is all mail that cannot be delivered to the name and address specified on the mailpiece, and must be forwarded, returned or properly treated as waste as authorized for the class of mail and ancillary service endorsement on the mailpiece.
Mail
may be considered UAA because:
The individual, family or business has moved
The address is incomplete, incorrect or illegible
The addressee is unknown or deceased
The addressee refuses or fails to claim the mail
The necessary postage has not been paid
3
A USPS
®
PerspectiveSlide4
4
Forward
24¢ / pc.
884 Million pieces
$215.8 Million
New Address
Return 56¢ / pc.
1.301 Billion pieces
$726 Million
Original Address
Waste .066 / pc.
3.977 Billion pieces
$263.9 Million
2017 Christensen UAA Report
A USPS
®
PerspectiveSlide5
Addressee is not at that Address:
73.3%Address Related Issues:
10%Other
Reasons:
11.8%
Reasons Why Mail is Undeliverable(2017 UAA by Reason)
5
A USPS
®
PerspectiveSlide6
First-Class UAA Mail by Age of COA
COA Month
60%
Millions of Pieces
6
A USPS
®
PerspectiveSlide7
Mailing List Source
Customer controlled
& retained in ‘profile
’
Outsource/Purchase/Leased List
Internal / Similar Industry SourcesGovernment
Current, Previous or Potential ContactMailing Reason
Financial/Health/Insurance
Information & Service Industry
Marketing
ShippingMailing FrequencyMonthly
or more frequentlyQuarterly or less frequentlyAs Needed7
Things to Consider
An Industry
PerspectiveSlide8
What are the obvious costs
?
8
An Industry
Perspective
Delayed or no delivery
Increased acquisition & operating costs
Wasted print and postage
Increased postal fees/lost discounts
Lost sales/reduced revenue/low response rates
Missed future opportunities
Repeat customers
Customer
retentionSlide9
9
An Industry
Perspective
Times more expensive to acquire a customer than to
keep a current customer
3 in 5 Americans
would try a new brand or company for a better service experience
On average, loyal customers are worth
up to 10 times
as much as their first purchase
Source: White House Office of Consumer Affairs59%
5-20%60-70%Probability of selling to a new prospect
Probability of selling to an existing customer
6-7
10
It’s
about
your customerSlide10
USPS
Marketing Mail
®
&
discounted First-Class Mail
®
Mailers must demonstrate that they have used a USPS
®
approved method to update addresses used on mail within 95 days before the mailing date.
There are TWO Exceptions:
Addresses directly acquired from the addressee within 95 days of the mailing.
Mail bearing an Alternative Address format
10
Move Update StandardsSlide11
11
Move Update Methods
Alternative Methods
available for First-Class Mail
include 99% Accuracy and Legal Restraint
Ancillary Service Endorsements
is a post-mailing service
that provides manual address corrections or return of the mail. Address, Return, and Change Service Requested endorsements meet Move Update standards.
ACS™
is a post-mailing service
that acts on the
mailpiece to determine the correct disposition of the mailpiece
and generation of the mailer-requested address correction.
NCOA
Link®
is a pre-mailing, secure automated process
that allows mailers to submit a listing of names and addresses for matching to a Change-Of-Address record to find a new address. There are four licensing levels available.
ANKLink
® provides an additional 30 months of COA information and is available to NCOALink® Limited Service Providers and End User Mailers.
Change-of-Address Update MethodsSlide12
Apply
to National Customer Support Center
for testing
.
Fees are applied per 1,000 addresses
($1.15 per 1,000 with a minimum $115.00)
Testing determines if 1% or less of the addresses have a change-of-address file, and that addresses are DPV
®
(Delivery Point Validation)
Approval is for a specific list for one year.
Repeat testing annually.
12
Move Update Methods
99% AccuracySlide13
Must
i
dentify citation that prohibits use of change-of-address information from the USPS
®
.
Receive change-of-address (COA) information using one of the USPS approved methods within 95 days before mailing.
Contact the addressee within 30 days to confirm.
Update list within 30 days
Retain documentation for one year.
13
Move Update Methods
Legal RestraintSlide14
Definition of Last Known Address
…is the address that appears on the taxpayer's most recently filed and properly processed Federal tax return, unless the Internal Revenue Service (IRS) is given clear and concise notification of a different address.
Address obtained from third party - …is not clear and concise notification
Exception for “
address obtained from the United States Postal Service National Change of Address database that retains change of address information for thirty-six months (NCOA database)
”.
Move Update Methods
Title
26 of
the United States
Code
*
*The
Internal Revenue Code (IRC), formally the Internal Revenue Code of 1986, is the domestic portion of federal statutory tax law in the United
States
13Slide15
Provides on-piece instructions
Similar
handling for each mail class
PS
Form 3547 for COAs, or returned mail
Printing & placement rules are essential
Generated during USPS processing of UAA mail.
Postage & fees
are charged based on mail class and disposition of the UAA mail piece.
JANE DOE
225 HUMPHREYS BLVD STE 501
MEMPHIS TN 38188-0001CHANGE SERVICE REQUESTEDCHANGE SERVICE REQUESTEDCHANGE SERVICE REQUESTED
CHANGE SERVICE REQUESTED
15
Move Update Methods
Ancillary Service Endorsements
These rules also apply to FLATS!
Service
Requested
Return
Change
Address
NOTE: “Forwarding Service Requested” does not meet Move Update requirements
& “Electronic Service Requested” may only be used with ACS™Slide16
Address
Service Requested
Forward if possible, return if not
Form 3547 for forwarded pieces only
Requires weighted fee for returned
Marketing
Mail
®
Change Service Requested
All UAA Marketing Mail is discarded
Form 3547 for COA and Nixie Not available for First-Class Mail® (ACS only)Return Service Requested
All UAA mail is returned to senderFirst-Class Mail® no chargeMarketing Mail® charged First-Class Mail price
Thank you,
Thank you very much!
16
Move Update Methods
Ancillary Service EndorsementsSlide17
ACS
is a post-mailing
service
that provides Change-of-Address (COA) information and other reasons for non-delivery
electronically
Available for use with
First-Class Mail, USPS Marketing Mail, and all parcel mail classes
Combined with Ancillary Service Endorsements:
Address Service Requested
Change Service Requested
Return Service RequestedElectronic Service RequestedAdditional options available only with ACSMay require a printed endorsement
Supports Full-Service ACS, Green & Secure, & Secure Destruction programs17
Move Update Methods
ACS™
ACS
™Slide18
Requests
made through an ACS Service Type ID (STID) in the Intelligent Mail® barcode (IMb)OneCode ACS® or Full-Service ACS
Traditional ACS is available. Traditional ACS STID
required in the
IMb
Generated during USPS processing of UAA MailUses 18 months of change-of-address records or the reason for non-delivery identified by the delivery employee.Use the IMb Serial Number to match to the customer record. Traditional ACS may use an optional “keyline”18
Move Update Methods
ACS™
BCID |
STID |
MID |
Serial Number |
ZIP CodeSlide19
Address
Service Requested
Forward if possible, return if not
Opt 1 –
ACS for forwarded pieces only
Opt 2 – ACS for forwarded & returned pieces Requires
weighted fee for returned Marketing Mail
®
Change Service Requested
Opt 1 – ACS on all UAA mail. All mail is discardedOpt 2 – ACS on all UAA mail. Mail will forward if possible. All other mail is discarded. Requires Forwarded Fee for Marketing Mail letters & flats Return Service RequestedOpt 2 – ACS & all UAA mail is returned to sender Marketing
Mail® charged First-Class Mail price19
Move Update Methods
ACS™Slide20
20
Federal Register 39
CFR Part 111
Green
& Secure Alternative Move Update Method Option
AGENCY: Postal Service™.ACTION: Final Rule.SUMMARY: The Postal Service is amending Mailing Standards of the United States Postal Service, Domestic Mail Manual (DMM®
) section 507.4 to add the Green & Secure program as a new Address Change Service option.
Move Update Methods
ACS™ Green & Secure Slide21
Green
& Secure Options
Intelligent Mail barcode is REQUIRED!
First-Class Mail
®
Change Service Requested Option 1 or Option 2
Secure Destruction Service Option 1 or Option 2USPS Marketing Mail®Change Service Requested Option 1
Change Service Requested Option 2
(Forwarded USPS Marketing Mail Fees apply to forwarded pieces)
21
Move Update Methods
ACS™ Green & Secure Slide22
Benefits
Reduces USPS
®
costs of returning First-Class™ mail
$0.55 per piece to return
$0.063 to waste
Reduce mailer costs associated with handling, transporting and destroying mail with Personally Identifiable Information
(PII)
Environmental benefits through recycling and eliminating reverse logistics needed to return the mail.
Strengthens mailers information security program, processes, and procedures
.22
Move Update Methods
ACS™ Green & Secure Slide23
23
Benefits:
Organizations with a “Last Known Address” mailing policyReceive an ACS notices with the new address information.
More time to confirm with the addressee before updating.
Marketing Lists with new names and addresses that were not Directly Acquired.
You decide if you want to update and continue to mail to them.Not required for EVERY mail piece in a mailing, you may select only those at risk of assessment.Those pieces will be removed from the Numerator when calculating the 0.5% error threshold for Move Update Address Quality Assessments.
Move Update Methods
ACS™ Green & Secure Slide24
Available
since November 2014
Intelligent Mail Barcode (IMb) with the proper Secure Destruction Service Type ID (STID) is required
Available with ACS Change Service Requested Opt 1 & 2
USPS will first SHRED the mail, then recycle it
Additional SD Data file indicates mailpiece was sent to shredderIf USPS cannot shred, it will be returned so YOU can shred it.Provided at no additional cost!YES, you heard me right:NO ADDITIONAL COST24
ACS™ & Secure Destruction for First-Class Mail
®
Move Update MethodsSlide25
Benefits
The National Association for Information Destruction (NAID
) grew out of the need to oversee the destruction of information by third-party service providers.
USPS uses industrial cross-cut shredders
NAID maximum shred size:
Width: 0.75 inch
Length 2.5 inches
Surface Area: 1210 mm
2
USPS
® maximum shred size:Width: 0.24 inch (6mm)Length: 1 inch (25.4mm)Surface Area: 152 mm2
USPS SD StandardSurface Area: 152 mm2Dimension: 0.24” x 1”DIN Standards Level 4 Particularly Sensitive & Confidential Data
Surface Area: ≤ 160 mm2
Strip width: ≤ 6mm (0.24”)
25
ACS™ & Secure Destruction for First-Class Mail
®
Move Update MethodsSlide26
26
USPS has purchased industrial cross-cut shredders to accommodate larger & thicker mail pieces
Secure Destruction
for First-Class Mail® FLATS
ACS™ & Secure Destruction for First-Class Mail
®
Move Update MethodsSlide27
Benefits
No changes needed if you already use an ACS™ Change Service Requested Service Type ID.
You must first enroll in ACS (
acs@usps.gov
) if
:You request Secure Destruction for First-Class Mail®
Enrollment required to get Secure Destruction Data via EPFYour mail is not Full-Service (Basic = OneCode ACS®)
Enrollment required to get ACS data via EPF
Your mail is
both
Full-Service & Basic and you do not qualify for Free BasicEnrollment required to get ACS data via EPF (SingleSource ACS fulfillment is available to get both Full-Service and OneCode ACS)You request Change Service Requested Opt 2 for USPS Marketing Mail®Enrollment required for invoicing the Forwarded Fee27
ACS™ Green & Secure
Move Update MethodsSlide28
A
pre-mailing Move Update method leveraging USPS
®
provided data
CASS™ / MASS™ address processing performed prior to matching to COA data
Four levels of usage for approved licensees
:
Full-Service Provider
(48 months of data updated weekly)
End User Mailer (18 months of data updated monthly)Limited Service Provider (18 months of data updated weekly)Mail Processing Equipment (MPE)(18 months of data updated weekly)
28
Move Update Methods
NCOA
Link®Slide29
Data
source is from change-of-address requests.
Extremely secure and trusted method of storing information about a customer’s change-of-address
CB7700640D0A41277E55F5D23CD9C1CE2F68124451790EE0C23B46A93A4683B896C535C
90EE0C23B46A93CB7700640D0A415A4683B896C535C1CE2F681244517277E55F5D23CD8
When input
information
matches name and address from COA then an 11-digit ZIP+4 Code is provided that is translated to the new address:
38188-1001-99
becomes
225 N Humphreys
Memphis TN 38188-1001JIM WILSON
123 MAIN ST12345-1234-23
JIM WILSON
225 N HUMPHREYS BLVD
38188-1001-99
29
Move Update Methods
NCOA
Link®Slide30
Name
and Address matching logic is very conservative
Designed to eliminate any false-positive updates
One character variance creates completely different keys
30
Move Update Methods
NCOA
Link®Slide31
Mail
Processing Equipment (MPE)
18 months of data updated weekly)
Uses OCR Technology to capture name and address from mail during presort & barcode application processing
“Zero-Zero” (00) table available to divert mail for name matching
31
Move Update Methods
NCOA
Link®
MPESlide32
If
matched to a COA, new address is printed above the barcode
May require specific name & address formatting on the envelope
Barcode for NEW address from COA
NCOA
Link
MPE Visual Cue& Platform ID32
Move Update Methods
NCOA
Link®
MPESlide33
The
ANK
Link
®
Product is an enhancement to the existing 18-month NCOA
Link®
Product.
ANK
Link
is only available to NCOA
Link Limited Service Providers and End User Mailers. ANKLink provides an additional 30 months of COA information. Will inform mailers of customer moves that occurred in months 19-48, along with the move effective date. Mailer may choose to suppress the customer from the list or seek services of an NCOALink Full Service Provider licensee. 33
ANK
Link
®
Move Update MethodsSlide34
Version
COA Data
UpdateAncillary Service Endorsements
18
months
Day of UAA ProcessACS™ 18 monthsDay of UAA ProcessNCOALINK® Full Service Provider
48 monthsWeeklyNCOALINK® Limited Service Provider
18 months
Weekly
NCOA
LINK® MPE18 monthsWeeklyNCOALINK® End User18 monthsMonthly
34
What are the Differences?
COA Data Age by MethodSlide35
35
Action
What Happens
Letter Intercepted (INT) on USPS letter automation
Letter mail routed to CIOSS to lift image & validate match to COA information.
“Intercept” Name & Address matching logic similar to NCOALink. Based on interpretation of mail piece data. ACS generated during label application
Carrier Identified Forward (CIF)Sent to CIOSS fro Delivery Unit.
“Carrier ID
Fwd
” Name & Address matching logic a
llows for minor variations in name and address. ACS generated during label application. Carrier identified NIXIE: Return to Sender (RTS)“ANK” & “UTF” Nixie processing may encounter active COA. Other UAA reasons do not apply COA matching logic. ACS generated during label application.
ACS
™
vs NCOA
Link®
Processing
What are the Differences?Slide36
Action
What Happens
Mailing List presented to NCOALink Licensee Process/ Software
Addresses processed through CASS™. DPV® 11-Digit ZIP Code required for NCOA
Link
matching. Specific algorithm of the name and old address from NCOALink must match the COA information. Successful match returns the new address“Match” code returned if new address is not available
“No Match” code returned if data indicates a ‘possible’ match, new address will not be returned.36
ACS
™
vs NCOA
Link®
Processing
What are the Differences?Slide37
Action
What Happens
Mail piece presented to NCOALink MPE Licensee MLOCR
Pre-addressed envelopes
processed through MASS™. DPV® 11-Digit ZIP Code required for NCOALink MPE matching. “00” Table recognizes 11-Digit with COA. Mail directed to a re-processing bin.Image of pieces interpreted & apecific algorithm of the name and old address from NCOALink MPE platform must match the COA information.
Matching logic requires encrypted data to match. Successful match prints the new address. MLNA may sort or apply messaging to prevent mailing
“No Match” code may be returned.
37
ACS
™
vs NCOA
Link®
Processing
What are the Differences?Slide38
NAME
ADDRESS
CITY
STATE
ZIP CODE
JOYCE SIMPSON
4604 BINGHAM RD
BALTIMORE
MD
12345
NCOA Process: 1/21/2018Move Effective: 1/14/2016COA Type: FamilyLast Name: SimpsonFirst Name: Carol
Old Address: 4604 Bingham RdNew Address: 549 Lane DrCustomer Address on FileChange-of-Address InfoMailpiece as Addressed
Joyce Simpson
4604 Bingham Rd
Baltimore MD 12345
Address Service Requested
NCOA
Link
®
Will match
Full
Service Provider (48 months of COA data)
Will not match with Limited Service. End-User or Mail Processing Equipment with ANKLink will return a match.
Will not match if “Individual Only” setting is used.ACSWill not match COA over 18 months old (Nixie – UTF)
Ancillary Service EndorsementWill not match COA over 18 months old (Nixie – UTF)
38
How do they Compare?
What are the Differences?Slide39
NAME
ADDRESS
CITYSTATE
ZIP CODE
JIM DOLBRY
123 MAIN ST
COLLIERVILLE
TN
38017
NCOA Process:
3/21/2018Move Effective: 11/14/2017COA Type: IndividualLast Name: DolbyFirst Name: James
Old Address: 123 Main St Apt 2New Address: 900 Oak Tree CirCustomer Address on FileChange-of-Address InfoMailpiece as Addressed
Jim
Dolbry
123 Main St
Collierville TN 38017
Address Service Requested
NCOA
Link
®
Will not match
Misspelled last
nameACSWill match Carrier corrected name & AptAncillary Service EndorsementWill match Carrier corrected name & Apt
Dolby#2
39
How do they Compare?
What are the Differences?Slide40
ZIP CODE
NAME
ADDRESSCITY
STATE
MARCUS ABRAHAM
RR 3 BOX 132
HAYTI
SD
57241
NCOA Process:
3/21/2018Move Effective: 10/14/2017COA Type: FamilyLast Name: AbrahamFirst Name: Marcus
Old Address: 12345 N 156th StNew Address: 53 Palm Tree CtCustomer Address on FileChange-of-Address InfoMailpiece as Addressed
Marcus Abraham
RR 3 Box 132
Hayti
SD 57241
Address Service Requested
NCOA
Link
®
Will match
CASS™/MASS™
will update address with LACSLinkACSWill match NCSC will update COA with LACSLink
Ancillary Service EndorsementWill match NCSC will update COA with LACSLink
12345 N 156th ST40
How do they Compare?
What are the Differences?Slide41
Some
people
don’t
provide a forwarding address
It’s not required by law
They forget, don’t care or don’t want to be found
41
Leverage Additional Resources
What Else is Available?Slide42
Proprietary Change of Address
compiles moves from magazines, utilities,
etc
Locate people who haven’t notified the USPS
®
Append Apartment NumbersConsider
Commercial Services Commercial services can help improve incomplete addresses & increase potential for matching with NCOALink®
Social Security Administration
Death Master File
Identify Deceased
42
Leverage Additional Resources
What Else is Available?Slide43
NCOA
LINK®
ACS ™ACS (Green & Secure)
Ancillary Endorsements
First-Class Mail®
Marketing Mail®
NOT RECOMMENDED:
PS Form 3547
cost $0.59 per piece
NOT RECOMMENDED:
PS Form 3547
cost $0.59 per piece
Not Recommended
:
Address Service Requested
on Marketing Mail
(or Forwarding Service Requested)
Recommended
: Use Change Service Requested
Recycle ,
No Secure Destruction
Secure Destruction Recommended
43
Review
Review My OptionsSlide44
NCOA
Link® has more conservative matching logic. You may need to consider standardizing your name and address data and format.
ACS™ can provide additional COA matches because of timeliness, less conservative matching logic, and application of the carrier’s personal knowledge.
Combining both
NCOA
Link and ACS together produces the best overall results for keeping address lists current.It may seem to be a difficult challenge but there are many resources available to help you succeed!44
Review My Options
ReviewSlide45
Your Local Postal Customer Council is also a
GREAT Resource for Information!
45Slide46
Thank You!
Questions?
46