CRS#: GM115 Session: Government Mail: Issues & Solu6ons Day/Date: Monday, October 2, 2017 Round/Time: Round One, 2:15-3:15pm Presented By: Tina Dickens, EMCM, COR Centers for Medicare & Medicaid Please be courteous to others and turn all communication devices to silent mode
Agenda: This session is for both government and mailing industry professionals. Learn how to iden9fy challenges and implement solu9ons within your mailing opera9ons Learn how agencies are successfully managing mailing processes to meet postal service mailing requirements and what they are Included will be discussions on complying with the Move Update Requirements Last Known Address Ini9a9ves within the industry/government Best Prac9ces.
ISSUES AND CHALLENGES: MEETING MOVE UPDATE REQUIREMENT UNDELIVERABLE AS ADDRESSED MAIL POLICY UPDATES WITHIN THE INDUSTRY/GOVERNMENT IMPLEMENTED BEST PRACTICES RETURN ON YOUR INVESTMENTS
POSTAL STATISTICS ON UAA MAIL Last 3 Quarters (as of Jan 2017) Government Healthcare All Industry Reason Description Financial Related Medical Insurance UAA Avg Change-of-Address 26.39% 20.23% 32.75% 39.69% 38.17% Attempted, not known 9.15% 11.41% 12.19% 13.56% 12.48% In Dispute 0.02% 0.05% 0.04% 0.03% 0.03% Moved Left No 0.88% 0.84% 1.45% 1.82% 1.66% Insufficient address 3.31% 3.78% 6.09% 5.18% 4.63% Illegible 0.01% 0.04% 0.04% 0.03% 0.02% No mail receptacle 1.05% 1.47% 1.41% 1.38% 1.60% No such number 1.13% 2.28% 2.61% 2.25% 2.02% Deceased 0.09% 0.06% 0.09% 0.12% 0.21% Unable to forward 41.85% 22.91% 24.09% 31.10% 32.59% Refused 0.21% 0.94% 0.63% 0.35% 0.47% No such street 0.41% 0.79% 1.01% 0.89% 0.74% Unclaimed 11.84% 1.45% 1.72% 1.48% 1.23% Vacant 3.67% 33.77% 15.89% 2.12% 4.16% 100.00% 100.00% 100.00% 100.00% 100.00%
MEETING MOVE UPDATE REQUIREMENTS: USPS APPROVED UPDATE METHODS: NCOA Link Update before you mail NCOA Link MPE Update Printed on Envelope Before Mailing ACS Includes ACS with Secure Destruction Ancillary Service Endorsements Manual Address Corrections 2 Address Service Requested Change Service Requested Return Service Requested Temp - Return Service Requested 3
Move Update Alternative Legal Restraint 1. Must identify citation that prohibits the use of change-of-address information from the USPS. 2. Receive change-of-address (COA) information using one of the USPS approved methods within 95 days before mailing. 3. For each identified COA, contact the addressee within 30 days to request confirmation. 4. Incorporate confirmed COA information into your list within 30 days of customer response. 5. Retain documentation of Steps 1, 2, & 3 for one year. Provide to the USPS on request.
UNDELIVERABLE AS ADDRESSED MAIL PROCESSES TO COMBAT UAA MAIL ADDRESS CLEANSING PRODUCTS UPDATING POLICY SECURE DESTRUCT PROCESS AND BENEFITS
LAST KNOWN ADDRESS INIIATIVES Workgroup Members: Multiple agencies and the USPS Mission: To update current Federal agency mail policy for conformity, and compliance Purpose: 1. Include updates of USPS UAA rules and regulations 2. Best practices 3. Protects mailing Personable Identifiable Information (PII) data 4. Change the current law Title 26 301.6212-2
Last Known Address Initiative Review agencies current policy as it currently aligns with current law Rewrite agency policy to incorporate uniformity Discuss new law changes and their impact Recommend law changes and submit to leadership Full circle review policy on a yearly basis
POLICY UPDATES WITHIN THE INDUSTRY/ GOVERNMENT : IDENTIFYING POLICY WITHIN YOUR AGENCY/ COMPANY WHO CAN UPDATE THIS POLICY WHAT ARE THE RULES GOVERNING UPDATING POLICY HOW OFTEN ARE YOU UPDATING YOUR POLICY
WHAT CAN YOU DO? MAILCOM Las Vegas UPDATE Implement a comprehensive Address Quality Strategy VALIDATE Take advantage of Addressing Products and Services* STANDARDIZE Track your mail channel s Return On Investment
Implement a comprehensive Address Quality Strategy EXAMPLE: Before you mail; Validate on entry (on-line, manual entry from paper forms) Multiple entry points/sources but consistent practice Use USPS Mailing Industry partners to mail (Full-Service/ CASS Certified Providers, NCOA Link Licensed Providers) https://ribbs.usps.gov/files/vendors/index.cfm http://postalpro.usps.com/mailing-and-shipping-services/ NCOALink Add these to your Agency Policy!
Take advantage of Addressing Products ACSTM ANK LINK NCOA LINK AEC/AECII SUITE LINK LACS LINK CASSTM CERTIFIED SOFTWARE DPV and Services*
Best Practice- Address Quality Example: Annual mailing required to communicate to all participants, includes a packet All Mailed First-Class Postage: $52,666,172 Return Fees: $506,000 Program Total: $53,172,172 Able to change to efficient Marketing/Standard Mail based mailing Postage: $51,323,510 Return Fees: $0 Program Total: $50,968,848 Intelligent Selection of First-Class vs. Marketing/Standard Mail Postage: $50,968,848 IMB Discount: -$45,374 Program Total: $50,923,474 Pre-mailing, pro-active correction/deduplication / suppression program Postage: $50,923,474 IMB Discounts $-39,736 Program Total: $50,883,738 Total Savings $2,354,662
Track your mail channel s Return On Investment Document the process you have implemented Document your beginning volumes and cost Document your ending volumes and costs Use these statistics to provide the ROI Continue to research solutions to improve your operations
BEST PRACTICE ADDRESS QUALITY EXAMPLE ROI SECURE DESTRUCT PILOT MAILING Completed a 12.2 million piece mailing. 250,000 pieces of mail were destroyed by the postal service. Postal Service provided free of charge, notifications for the reasons for the return Stayed within the 2% return rate for undeliverable mail Did not have to incur the cost for handling of the return mail $155,000 in savings for re-handling of the returns ($0.62 per piece).
ACS BENEFITS ACS has many benefits over manual address correc9ons. ACS is a cost- effec9ve, efficient means of obtaining accurate COA or reasons for non- delivery informa9on. U9lizing ACS can: Reduce manual address costs. Reduce labor- intensive address change func9ons by elimina9ng returned mail. Retrieve address change informa9on electronically via a secure Internet site to allow automated upda9ng of mailing lists. Receive no9fica9ons that relate specifically to their address files. ACS has four dis9nct implementa9on methods which offer several different op9ons: OneCode ACS Technical Guide contains informa9on to par9cipate in OneCode ACS (uses IM barcode). Tradi9onal ACS Technical Guide contains informa9on to par9cipate in Tradi9onal ACS. Full- Service ACS, which is currently provided as an addi9onal benefit for mail that qualifies for Full- Service discount postage prices (uses IM barcode). IMpb ACS Technical Guide contains informa9on to par9cipate in IMpb ACS (uses IM package barcode). For a complete overview of Address Change Services including eligibility, benefits, implementa9on, and technical specifica9ons please review the ACS Product Informa6on Guide: Publica6on 8
Session: Government Mail: Issues & Solu6ons Presented By: Tina Dickens, EMCM, COR Centers for Medicare & Medicaid tina.dickens@cms.hhs.gov 410-786-3895