What's Possible for the USPS? - Actually Great Things

 

 The following is a contribution to the PostCom Bulletin by William Holden, President & CEO of Holdenart. The views expressed are solely the author's.

 

When conversation comes up about the USPS, it often seems negative.  Likely, it's the nature of the business and the fact that we're living in a technologically advancing time like no other in history.  We take it somewhat for granted that we can text and get email on smartphones.

 

Customers expect mail and package delivery and are never surprised when it happens, but they tend not to forget when it doesn't.  It can be a thankless service, but it's a little more complex than that.  Talk to anyone who's moved and they rarely say that Mail Forwarding worked great.  Even the occasional error hurts US Postal's reputation.  The Mail customer could have a better experience in the age of technology and convenience.

 

It's essential to improve the customer's experience in any business when revenue is down.  In the case of the USPS, that means providing more convenience and perfect delivery service.  There is one thing that currently keeps this objective impossible: the address system.  Even though an address is necessary to find a location, it's inconvenient to use and inefficient for actually contacting someone.  Writing an address by hand is equivalent to calling a landline from a rotary phone. Mail Forwarding is similar to having a phone call rerouted from one landline to another.  There are better ways to call and contact someone.

 

The USPS has an opportunity to lead in a time when many believe it is becoming obsolete.  There's a simple way to merge the digital world with the physical.  It starts with the way Mail and packages are addressed.  The address, by definition, represents a place..  But, Mail is rarely for the building it goes to; it's for a person that could be there or somewhere else.

 

The Account Concept

Let's change the way we think about sending and receiving Mail.  Consider an online account that contains information including a street address and possibly a credit card or Paypal account number.  What if this mail account contained a calendar for picking days to forward Mail or hold Mail?  What if the account specified if a signature was required or not?  Or a note for a substituting carrier, "We're behind the coffee shop".  If an account had payment information, a letter could be dropped into a mailbox with no postage; the sender's account would be charged for the postage during processing. 

 

What if we shortened the address to make it easier to write, type, and speak?  This new virtual address could even be a phone number or an email address.  What if this shorter address could be retrieved from the contacts in a phone?  There is the potential to write a simple one-line address from a phone's contacts on a postcard and drop it in a mailbox with no postage.  This is the kind of convenience people would use and arguably celebrate.

 

Examples of how a new address might look:
 

Tom.Jefferson12#255 

The person's name is in the address, no more info needed. 

A checksum is included for accuracy assurance.

Bill Pay

800-CALL-ATT

A phone number with a heading. The item could be routed to a payment service company located anywhere.

Jeremiah Johnson

970-403-5084

A name would be necessary for a phone number address to insure an accurate OCR read.

Jeremiah Johnson

Jeremiah@holdenart.com

A name would be necessary with an email type address.

 

How would this work?  Each person or entity that wanted these options would get an account with an ID or account number.  For clarity, let's call the ID a "Vmail ID".  The format of the Vmail ID could be a phone number, email address or other ID, either existing or newly issued, all determined  by the managing entity (USPS, Google, Amazon?).  The Vmail ID would be used in place of the address on envelopes and labels.  As items enter the local sorting facility for processing, the Vmail ID's would be scanned just like addresses are scanned today.  The account information, including the destination address, barcode, and postage, would be applied to the envelope or label.

 

People could get a Vmail ID and send to a traditional address with or without postage.  Anyone could send to a Vmail ID whether or not they had one themselves.  Users should have one Vmail ID that is accessible by FedEx, UPS, and other carriers.  This would present licensing opportunities for  the USPS or whoever implements the data management.

 

Implementation

All the technology for this is available now.  A pilot program could be conducted in an area where customers could open accounts and encourage people they correspond with around the globe to open accounts.  For the pilot, all mail addressed with Vmail ID's would leave from Post Offices that feed the capable sorting facility.  (Accounts would be available for those without Internet access via paper forms.)  As more sorting facilities come on-line, Post Offices could advertise with signs and banners spreading the news.  With 250, or so, sorting facilities operating, the cost of equipment would  not be great.

 

The whole endeavor could be privately funded.  Investors could buy shares to pay for necessary upgrades.  Shareholders could be paid dividends from a portion of Vmail postage once the Vmail system was determined to be profitable

 

Concerns

What would prevent someone from trying to send something using another person's Vmail ID to avoid paying postage?  There are many ways to prevent this from happening.  Some possible options include:

 

 

Why would someone send something with someone else's return Vmail address?  If it got rejected because it didn't meet a criteria, it would be sent to the return Vmail address.  Not many would take a chance on losing something so easily.

 

Vmail vs. Virtual Post Office Boxes

Recently the Office of Inspector General produced a white paper about the concept of Virtual Post Office Boxes.  The concept is similar to Vmail in that the receiver has options for the arriving parcels.  It's a step in the right direction, but it falls short of moving Mail to the digital era.  Many of the items under "Benefits" below would not be available. A partial list of why Vmail would be better:
 

 

Quick story:  Growing trees near my house caused my Dish Network reception to be flaky.  I called DIRECTV who offered free installation to put a new dish in a suitable location for better reception.  The installer came out and determined that there was not a suitable spot for clear reception.  He then recommended that I subscribe to cable service instead.  I did.  A year later, despite my efforts, I continue to get DIRECTV offers in the Mail.

 

Benefits

What the Vmail ID does in essence is give the USPS a means to go directly to digital processing by reading the Vmail ID's on the parcel.  Any options or documents linked to accounts would be available as tools for added value both to consumers and carriers.

 

The obvious benefit is Change of Address / Mail Forwarding where addresses and forwarding options  would easily be updated online.  This would be real time Mail Forwarding that could be updated as many times as needed and would never fail.

 

Some various scenarios and benefits include:
 

 

The US Postal Service needs to update by allowing each person and entity a permanent "address."  The Vmail address would not only create more business through standard Mail and e-commerce by being more reliable and more convenient, it would reduce costs, improve processing, and allow new technologies for the future.  Congress should allow the Post Office the flexibility and the opportunity to introduce Vmail to enhance commerce and communication.