U.S. Postal Service Chief tells Senate, ‘Customers come first.’

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Press release from the USPS:

U.S. Postal Service Chief Tells Senate Customers Come First
“Leaner, Faster, Smarter” Motto Going Forward

(WASHINGTON, December 2, 2010) – The incoming postmaster general told a U.S. Senate subcommittee Thursday that one of his highest priorities would be to improve the customer experience, making the Postal Service “leaner, faster and smarter” in the years ahead.

Deputy Postmaster General Patrick R. Donahoe, who will become the nation’s 73rd postmaster general on Monday, said he is looking at all the ways the Postal Service deals with its customers. “Every interaction with us,” he said, “with a carrier, a clerk, at a kiosk, at a contracted desk or online must be a great one.”

Addressing the current state of the Postal Service, he acknowledged that the past several years have been challenging but there are significant accomplishments that should not be overlooked. He pointed out that the Postal Service achieved $3 billion in spending reductions in 2010, for a three year total of $10 billion and despite reaching the lowest career complement since 1970, “service levels, customer satisfaction and trust in the Postal Service have never been higher.”

Donahoe, a 35-year postal veteran who has served as deputy postmaster general since 2005, said the $8.5 billion loss the Postal Service experienced in 2010 was “a stunning number” but were it not for two legislatively mandated payments, $5.5 billion to the Retiree Health Benefits Fund and a $2.5 billion non-cash workers compensation adjustment, the loss was less than $500 million, a “significant accomplishment,” especially in light of a 6.6 per cent mail volume decline.

“If you look at the aspects of the business within our control,” he said, “we have done well in responding to economic conditions. We have an opportunity to turn the corner and produce regular operating profits.”

He said the legislation introduced by the subcommittee chairman, Sen. Tom Carper (D-DE), the Postal Operations Sustainment and Transformation (POST) Act of 2010 would provide the Postal Service with “the flexibility to implement necessary business strategies faster and more effectively” and that the bill had his wholehearted support.

“We don’t want to be a burden to the American taxpayer, and the POST Act helps ensure that won’t happen,” Donahoe said.

Looking ahead, he told the subcommittee “My personal vision is that of a profitable, nimble Postal Service that competes for customers and has a well defined and valued role in an increasingly digital world. Part of that vision is to ensure the Postal Service will always be a resource to every American business and be valued and trusted at every American residence.”

He concluded, “Our goal is to remain viable for a long time (and with the help of the Congress), we will be able to do just that.”


Also of possible interest:


Postmaster General Announces Executive Leadership Team
Members Reflect Goals for a Viable U.S. Postal Service

(WASHINGTON, December 8, 2010) – Postmaster General Patrick R. Donahoe today announced the top executives who will work directly with him in creating a more profitable, nimble U.S. Postal Service, able to compete aggressively in the marketplace and provide exemplary customer service.

“The challenges we face as an organization require that we do many things differently in the coming years and that we drive change at a faster pace than we ever have,” Donahoe said. “We must break down structural challenges to change and empower our executives, managers and employees to achieve at a higher level.”

Donahoe has identified four, core business strategies: strengthening the business to customer channel; improving the customer experience; growing the package business; and becoming a leaner, faster, smarter organization.

Helping the Postmaster General lead the organization’s effort in achieving these goals are the Executive Leadership Team:

  • Paul Vogel, President and Chief Marketing/Sales Officer: Vogel is responsible for all product management and development, retail and commercial products and services, commercial sales and will build a strong platform of offerings to meet the demands of an increasingly digital world.
  • Megan Brennan, Chief Operating Officer: Brennan has served as Vice President for the Eastern Area for the past four years and will lead all network and process improvements and the allocation of people and resources.
  • Joseph R. Corbett, Chief Financial Officer: Corbett continues in his role as CFO, applying financial rigor to Postal strategy development and management decision-making.
  • Tony Vegliante, Chief Human Resources Officer: Vegliante continues in his role as CHRO and will drive major efforts relating to the development of the workforce to enable the Postal Service to operate with greater speed and flexibility.
  • Ellis Burgoyne, Chief Information Officer: Burgoyne will oversee all systems and data management to help develop new products quickly and fully leverage the network to meet changing customer needs. He leaves a position as Vice President, Southwest Area.
  • Mary Anne Gibbons, General Counsel: Gibbons will continue to provide expert legal advice and counsel to decision making and help navigate the many regulations and laws that govern the Postal Service business.

The position of Deputy Postmaster General remains vacant at this time.

“This team is uniquely qualified and capable of leading the Postal Service through a time of great challenges and opportunities,” Donahoe said. “I have great confidence in their ability to work together to drive beneficial change to improve our competitive posture.”


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