# Presentation: 478215

## Move Update -

How to Keep in Touch With 
Moving Customers 

**How to Keep in Touch With **
**Moving Customers **

**National Postal Forum ****May 18****th**** – 21****st****, 2008**
**Anaheim, CA**

- Adam Collinson, Pitney Bowes Management Services
- Audrey Conley, Address Management, USPS®

## QUALITY ADDRESSING PROFESSIONAL CERTIFICATE

***This session qualifies as one of the four Addressing sessions in addition to, the Tuesday, May 20******th****** General Session needed for the****** ******Address Quality Specialist Certificate!***

## Announcing 2 New Symposiums

*15 Presentations focusing on Intelligent Mail*
*See Page 20 of the Catalog** *

*7 Presentations focusing*
*on Direct Mail and the Environment*
*See Page 21 of the Catalog*

***Announcing 2 New Symposiums***

## “Move Update”
How to Keep in Touch with Moving Customers  

**How to Keep in Touch with ****Moving Customers  **

- Audrey Conley
- Intelligent Mail & Address Quality
- United States Postal Service®** **

## MOVE UPDATE STANDARDS 

**	****New Move Update Standards for First-Class Mail****®**** and Standard Mail****®**** **
- Increase frequency of Move Update processing from every 185 days to every 95 days prior to the date of the mailing
- Move Update requirement extended to all Standard Mail (letters, flats, parcels, and Non-Flat Machinables)
- Effective November 23, 2008

**ADDRESS QUALITY TOOLS**

## MOVE UPDATE STANDARDS 

**	****New Move Update Standards for First-Class Mail****®**** and Standard Mail****®**** **
- Standard Mail accounts for almost 63% of all Undeliverable as Addressed Mail
- Quality Addressing, Best Possible Depth of ZIP + 4® codes, and Accurate Intelligent Mail and POSTNETTM Barcodes Help Reduce UAA
- To meet the November effective date, must begin updating addresses no earlier than August 20

**ADDRESS QUALITY TOOLS**

## MOVE UPDATE STANDARDS 

**	****Authorized Methods to Quality for Move Update Standards for First-Class Mail****®**** and Standard Mail****®**** **
- NCOALink®** **Processing
*FASTforward**®* for MLOCR Processing (letter mail only)
- OneCode ACSTM** **using Intelligent Mail® Barcode
- ACSTM Service
- Use of an Appropriate Ancillary Service Endorsement

**ADDRESS QUALITY TOOLS**

## MOVE UPDATE STANDARDS 

**	****Ancillary Service Endorsements to Quality for ****Move Update Standards for First-Class Mail****®**** and Standard Mail****®**** **
- Address Service Requested
- Return Service Requested
- Temp-Return Service Requested (First-Class Mail only)
- Change Service Requested (only with ACSTM service  for First-Class Mail Mailers)
- See *DMM*® for more information

**ADDRESS QUALITY TOOLS**

## Standardize

**Standardize**

**Validate**

**AN ADDRESS QUALITY PROCESS**

**Update**

## Standardize

**CASS Certified****TM**** **

**LACS****Link®**

**DPV****®**

**AEC / AEC II****®**

**NCOA****Link®**

**ANK****LinkTM**

**ACS****TM**

**Standardize**

**Validate**

**Update**

**AN ADDRESS QUALITY FOUNDATION**

## OneCode ACSTM Service

## ONECODE ACSTM 

- OneCode ACS using the standardized Intelligent Mail® barcode
- Numeric Business Entity Identifier (BEI) used in place of ACSTM information
- Eliminates need for participant code and keyline
- Provides only electronic address correction notifications

## ONECODE ACSTM 

- First-Class Mail® letters (first two notices) - $0.00
- First-Class Mail letters (per additional notice) - $0.06
- Standard Mail® letters (first two notices) - $0.03
- Standard Mail letters (per additional notice) - $0.18

## ONECODE ACSTM 

- Flexibility of standardized Intelligent Mail® barcodes enables future enhancements without altering mailpiece design
- Intelligent Mail barcode contains data to sort mail, and data to support ACSTM
- Initially available to First-Class mailers automation compatible letter size mail

## ONECODE ACSTM TYPICAL MAILPIECE

## Traditional 
ACSTM Service

**ACS****TM**** Service**

## ACSTM SERVICE

- Provides electronic Change of Address notices for mailpieces undeliverable due to customer move
- Mailers apply a participant code and an optional keyline to mailpiece
- Requires use of ancillary service endorsement
- Using ACS can reduce costs associated with manual returns & manual keying of data
- First-Class Mail® - $0.08
- Other than First-Class Mail - $0.25** **
- Centralized billing

## TRADITIONAL ACSTM MAILPIECE EXAMPLE 

**ABC Company**
**123 Main St**
**Memphis TN  38101-1234**
**Address Service Requested**

**DEW**

**3915 Chain Bridge Road**

**CENTRAL LIBRARY**

**Fairfax  VA 22030-3995**

**#BXBJDCK  ************* 5-Digit 22030**

**#JAN9 7000 CA3#**

***Participant Code >***

***Optional Keyline >***

## ACSTM PARTICIPANT CODE PLACEMENT OPTIONS

- Presorted
- First-Class Mail
- U.S. POSTAGE PAID
- Washington, DC 20260
- Permit No. 1

- 6060 PRIMACY PKWY STE 201
- MEMPHIS TN 38188-0001

**ADDRESS SERVICE REQUESTED**
**#BXBJDCK**

**On-Envelope ACS Participant Code**** **

## NIXIE

**NIXIE**

- Provides ACSTM mailers with information concerning addresses that are undeliverable for reasons other than a move.

- UNITED STATES POSTAL SERVICE6060 PRIMACY PKWY STE 201MEMPHIS TN  38188-0001
- ADDRESS SERVICE REQUESTED

**#BXBJDCK ******* 5-DIGIT 22030****#JAN9 7000 CA3# 1508 1T52 2030**
**CENTRAL LIBRARY****3915 CHAIN BRIDGE RD****FAIRFAX VA  22030-3995**

## NIXIE CODES

- A	Attempted - Not Know
- B	Returned For Better Address
- D	Outside Delivery Limits
- E	In Dispute
- I	Insufficient Address
- L	Illegible
- M	No Mail Receptacle
- N	No Such Number

- P	Deceased
- Q	Not Deliverable As Addressed – Unable To Forward
- R	Refused
- S	No Such Street
- U	Unclaimed
- V	Vacant
- W	Temporarily Away
- X	No Such Office

## NCOALink® Service

## NCOALink® SERVICE

- Processing uses logic defined by USPS®
- Utilizes a secure hash algorithm (SHA)
- Creates a mathematical value unique
- To every name/address in the file
- Matching logic strictly controlled by USPS

**ADDRESS QUALITY TOOLS**

## NCOALink® Service

- NCOALink  expands mailer’s accessibility to USPS® national Change-Of-Address
- Mailers can license NCOALink product for use within their own mail processing environment

**ADDRESS QUALITY TOOLS**

## NCOALink® Service

- 	**Three Types of Licenses**
- Full Service Provider License
- Limited Service Provider License
- End User Mailer License

**ADDRESS QUALITY TOOLS**

## NCOALink® Service

- 	**Full Service Provider:**
- Typical match rate - approximately 4.32%
- 439 billion address records processed in FY 07
- 18.9 billion address records updated for change-of-address

**ADDRESS QUALITY TOOLS**

## NCOALink® Service

**Limited Service Provider & End User Mailer:  **
- Typical match rate - approximately 2.55%
- 157 billion address records processed in FY 07
- 4 billion address records updated for change-of-address

**ADDRESS QUALITY TOOLS**

**Notes:**
The USPS is very strict on what an NCOA licensee may do and not do.  For example, an NCOA licensee must obtain a signed Processing Acknowledgement Form from every customer before they can provide any NCOA services.  This is required by the USPS to insure that customers are using NCOA for its intended purpose which is to correct lists used to prepare mail.  If a customer wished to use NCOA to track down customers who have bad debt, it would be considered inappropriate and the NCOA licensee would not be allowed to provide services.
In the comparison of customer addresses to NCOA, there are options available to control the name-matching routines.  For example, if Jim Wilson filed a change-of-address indicating that everyone with the last name of Wilson were moving, then any match of the old address and the last name Wilson is considered valid.  This would cause mail for Barbara Wilson and Thomas Wilson to be considered valid matches.
If the COA is filed as an individual, then the first name must agree before a match would be considered valid.  If Jim Wilson filed as an individual, then Barbara Wilson would not be considered a match.  Individual matching does accommodate common name variations, such as James as a match to Jim.
When a customer uses NCOA, they also control how they want the names on their lists to be matched.  A customer can require that individual name matching always be used.

## AVAILABLE ANNUAL LICENSES AND PRICING

**Commercial distributor license**
-  $25,000
**Full Service Provider license**
-  48 month data file
- 160 million permanent COA records
-  $175,000
-  Additional site license
-  $87,500
-  Weekly updates

**ADDRESS QUALITY TOOLS**

## AVAILABLE ANNUAL LICENSES AND PRICING

**Limited Service Provider license**
-  18 month data file
-  60 million permanent COA records
-  $15,000
-  Additional site license
-  $7,500
-  Weekly updates

**ADDRESS QUALITY TOOLS**

## AVAILABLE ANNUAL LICENSES AND PRICING

**End User Mailer license**
-  18 month data file
-  60 million permanent COA records
-  $7,500
-  Additional site license
-  $3,750
-  Monthly updates

**ADDRESS QUALITY TOOLS**

## ANKLinkTM Product
New Address Quality Tool

**New Address Quality Tool**

## ANKLinkTM PRODUCT FEATURES & BENEFITS 

- An enhancement to existing 18-month version of NCOALink® produce
- Provides ability to identify probable move for name and address beyond 18-month NCOALink
- Matches for months 19 through 48 provide no new address
- May only be used in conjunction with standard NCOALink processing

**ADDRESS QUALITY TOOLS**

## SuiteLinkTM Product
New Address Quality Tool

**New Address Quality Tool**

## SuiteLinkTM PRODUCT FEATURES & BENEFITS 

- Improves business addressing by adding known secondary (suite) number to allow delivery sequencing
- Business name and an associated ZIP + 4® coded address that matches to a High-rise default, will return the appropriate suite number
- Licensing covered under existing NCOALink® license agreement

**ADDRESS QUALITY TOOLS**

## Move UpdateMisconceptions, Hot Tips, Best Practices

**Solution Design Consultant**
**Center of Applied Knowledge**
**Pitney Bowes Management Services**

**Move Update****Misconceptions, Hot Tips, Best Practices**

**Notes:**
“Raising The Bar: Enhancing Address Quality Processes and Programs”

Adam Collinson
Pitney Bowes
“Move Update Hot Tips”

Brad Rappaport
Bank One
“Improving Address Quality – A Mailer’s Perspective”

James H. Cole, Jr.
Verizon Communication
“First-Class Invoice Mail”

Karen E. Schenck
United States Postal Service
“Address Change Service – Reasons For Receiving Manual COA Notification”

## Move Update - Requirement

**Meet the Move Update requirement by remembering those special words:**

_**USED ON THE MAILPIECE**_

## Move Update – Requirement - Current

_*DMM*__®__ 233 - 3.5 Move Update Standard – 3.5.1 Basic Standards:_
**a. Each address and associated occupant name ****used on the**** ****mailpieces**** in a mailing must be updated within 185 days ****before the mailing date****, with one of the USPS-approved methods in 3.5.2.**
**b****. ****Each individual address**** in the mailing is subject to the Move Update standard.**
**c. If an address used on a mailpiece in a mailing at one class of mail and rate is updated with an approved method (e.g., Address Change Service), the same address may be used during the following 185 days and meets the Move Update standard. **
**d. Except for mail bearing an alternative address format, addresses used on pieces claiming First-Class Mail****®**** Presorted rates, regardless of any required surcharge, must meet the Move Update standard.**

## Common Move Update Misconceptions

_**USED ON THE MAILPIECE**_

**CASSTM / DPV****®**** Meets The Move Update Requirement -**

**Mail Will Get Delivered To The Old Address Instead Of Becoming UAA -**

**Implementing Move Update Will Eliminate My Return Mail -**

**If I use an Ancillary Endorsement or ACSTM, ****I am in compliance  -****	**

**NOT TRUE**

**NOT TRUE**

**NOT TRUE**

**NOT NECESSARILY**

## The frequency change to 95 days will impact me 11/23/2008

**5/20**

**5/21**

**5/22**

**11/21**

**11/22**

**11/22**

**185 days**

**185 days**

**184 days**

**. . .**

**8/18**

**8/19**

**8/20**

**11/22**

**11/22**

**11/23**

**96 days**

**95 days**

**95 days**

**. . .**

**. . .**

- Common Move Update Misconceptions

**But your production cycles may be impacted much earlier**

## Move Update HOT TIPS

**	****It’s A 2 Step Process**
**Get It Clean**
**Process Existing List Through an NCOA****Link®**** 48 Month Database File For Maximum Information**
**Keep It Clean**
**Implement A Move Update Solution**

## Select A Solution

**One Size DOES NOT Fit All**
**Develop **_**Your**_** Best Practices For Address Hygiene**
**Build **_**Your**_** Business Case & Sell Your Management Team**
**Execute **_**Your**_** Plan**
**Everyone Benefits – You, the USPS****®****, All Mailers, the Mail Recipients, ****The**** ****Environment**

## Select a Solution - Tradeoffs

_**Pre Mailing Options**_
**NCOA****Link®**
**In-house**
**Outsourced****	****	**
***FASTforward*****® ****MLOCR**
**FFMUN**

_**Post Mailing Options**_
**ACSTM**
** ****Traditional**
** ****OneCodeTM **
**(Full vs. Basic)**
**Ancillary Service Endorsement **

## SELECTION HOT TIPS

**Select A Solution That Fits Your Company Goals**
**Have Vendors Help With ROI Analysis**
**Evaluate Solution Costs Compared To Your Mail Volume**
**Assess Frequency Of Processing**
**Evaluate Available Resources**

## IMPLEMENTATION HOT TIPS

_**Update Your Database**_
**Use A Pre-Mailing Solution**
**Use A Post-Mailing Solution In Addition To The Pre-mailing Solution**
**Use On Every Mailing - At The Time Of The Mailing**

## MAXIMIZATION HOT TIPS

**Start with a Correct and Complete Address**
**Use Suite****LinkTM**** and take action on DPV****®**** results**
**Perform On All Classes Of Mail**
**Take Action on UAA Mail / Information**
**Use The Matching Logic Options**
**Probable / Possible Move Match Indicators**
**Perform Non-mailing Runs**
**Use FFMUN With *****FASTforward*****®**** MLOCR**

## BUSINESS SCENARIOS HOT TIPS

**Legal / Business Rules Restrictions**
**Create a Compliant Confirmation Process**
**Concerns On Data Accuracy**
**Implement Risk Mitigating Processes**
**Move Update Is A Per-piece Requirement**
**Finding Information Not Reported To USPS****®**
**Find the Process that Aligns with Your Goals**

## Move Update – Statistics

- Where are you?
- Where do you want to be?

**COA Match Rate**
**Worst: 25 - 30%**
**Average: 3 - 4% First-Class Mail****®****, 5 – 10% Standard Mail****®**
**With Best Practice: UAA Rates < 1%**
**Cost of Return Mail**
**Worst: > $100****	****Typically $2 - $13**
**Average: $3.00**
**Best Practice Opportunities: 25:1 to 100:1 ROI’s**

## Example: Direct Marketing, Standard Mailer	Why Move Update Makes Cents

**	****40.7% ****	****USPS****®**** has new address information**
**Suppress / Replace:**
**	****23.2%****	****USPS knows moved, but unable to forward**
**	****8.9%****	****Vacant or no mail receptacle**

**Example: Direct Marketing, Standard Mailer****	****Why Move Update Makes Cents**

## Example: Financial, First-Class Mail® Mailer			Always room for improvement

- Improved Postmailing Tools and Processes - Eliminated 20%
- Reduced Labor Costs 29 %

- Rescheduled Premailing Processes - Elimanted 2%

- New Suppression Protocols - Eliminated 9%

## Move Update – Next Steps

- 1 Process Analysis
- Create, review, confirm and/or update your mailstream process map

- Move Update
- Verify current and future compliance
- Identify Best Practice Opportunities

- Intelligent Mail Barcode
- Evaluate ROI on solution options

- = 2 Project Plans

## Move Update – Summary

- One Size Does Not Fit All.  Find the solution that:
- Meets Regulatory Compliances (today and in the future)
- Align with your Company Goals
- _Update Your Database_

- The special words to remember to be compliant with the Move Update Requirement are:

_**USED ON THE MAILPIECE**_

## True or False Questions

- Effective 11/23/2008, addresses on First-Class Mail® and Standard Mail® mailpieces will be required to be updated via an approved Move Update method within 95 days prior to the mailing date.** **
- An alternative process can be used to meet the Move Update requirement for Standard Mail.** **
- The approved Move Update methods for Standard Mail include NCOALink®, FASTforward® (letters only), ACSTM, OneCode ACSTM and Ancillary Service Endorsements.** **

**True**

** ****False**

** ****True**

## Quality Addressing Track

***Quality Addressing Track***

_**Monday**_
*Tools & Techniques that Make the Case for Address Quality*
- Ruth Jones/Gary Seitz - Period 5, **10:00 - 11:00am - Room 212AB**
*What are “Bad” Addresses & What to do With Them*
- Charles Hunt/Kevin Conti - Period 6, **11:15am - 12:15pm - Room 212AB**
_**Tuesday**_
*Move Update – How to Keep in Touch With Moving Customers*
- Audrey Conley/Adam Collinson - Period 10, **10:00 - 11:00am - Room 212AB**
*Intelligent Addressing to Achieve 100% Mail Integrity*
- Jim Wilson/Eric Houger - Period 11, **11:15am - 12:15pm - Room 210AB**
*How Government Agencies use Address Quality to Better Serve the Community**               *                 Gail Milton/Mike Sexson - Period 13, **3:15 - 4:15pm - Room 212AB**
_**Wednesday**_
*The ROI of Address Quality*
- Charles Hunt/Chris Lien - Period 16, **2:15 - 3:15pm - Room 212AB**
*Stump the Experts with Your Un-codable UAA Mail*
- Jim Wilson/Alice VanGorder - Period 17, **3:30 - 4:30pm - Room 212AB**

## FOR MORE INFORMATION

***www.usps.com/ncsc***

***ribbs.usps.gov***

**Customer Support**

**1-800-238-3150**

**ADDRESS QUALITY TOOLS**