49190 Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 

1Comments of the Postal Regulatory Commission 

on Modern Service Standards for Market Dominant 

Products, November 16, 2007. The consultations are 

described as ‘‘initial’’ because of the ongoing nature 

of consultations that are necessary to transition 

from a set of standards to an operational 

measurement system encompassing performance 

goals (see uncodified § 302(b)(1) of the PAEA) and 

reporting mechanisms (see U.S.C. 3652). 

2 72 FR 72216 (December 19, 2007) (to be codified 

at 39 CFR parts 121 and 122). 

3The Commission published the Plan in Docket 

No. PI2008–1, Second Notice of Request for 

Comments on Service Performance Measurement 

Systems for Market Dominant Products, June 18, 

2008 (Order No. 83). The draft published in Order 

No. 83 was the last draft in a series of drafts 

provided by the Postal Service to the Commission. 

4An objective in designing service performance 

standards is for the Postal Service to provide ‘‘a 

system of objective external performance 

measurements for each market-dominant product as 

a basis for measurement of Postal Service 

performance.’’ 39 U.S.C. 3691(b)(1)(D). However, 

‘‘with the approval of the Postal Regulatory 

Commission an internal measurement system may 

be implemented instead of an external 

measurement system’’ for individual products. 39 

U.S.C. 3691(b)(2). In the Plan, the Postal Service 

proposes various internal, external, and hybrid 

(containing both internal and external elements) 

measurement systems to measure the performance 

of its mail products. 

POSTAL REGULATORY COMMISSION 

39 CFR Part 3055 

[Docket No. RM2009–11; Order No. 292] 

Postal Service Performance and 

Customer Satisfaction Reporting 

AGENCY: Postal Regulatory Commission. 

ACTION: Proposed rule. 

SUMMARY: The Commission is proposing 

rules to address Postal Service reporting 

on service performance measurement 

and customer satisfaction. This proposal 

implements new statutory provisions. 

Comments will assist the Commission 

in developing final rules. 

DATES: Initial comments due October 26, 

2009. Reply comments due November 

24, 2009. 

ADDRESSES: Submit comments 

electronically via the Commission’s 

Filing Online system at http:// 

www.prc.gov. 

FOR FURTHER INFORMATION CONTACT: 

Stephen L. Sharfman, General Counsel, 

202–789–6820 and 

stephen.sharfman@prc.gov. 

SUPPLEMENTARY INFORMATION: 

Regulatory History 

72 FR 72395 (December 20, 2007). 

73 FR 39996 (July 11, 2008). 

73 FR 73664 (December 2, 2008). 

73 FR 39996 (July 11, 2008). 

I. Introduction 

II. Background 

III. Statutory Provisions 

IV. Service Performance Measurements 

Reporting 

V. Special Services Measurement Systems 

VI. Reporting of Customer Satisfaction 

VII. Supporting Information 

VIII. Designation of Public Representative 

IX. Solicitation of Comments 

X. Ordering Paragraphs 

I. Introduction 

This rulemaking is part of the series 

of rulemakings initiated by the Postal 

Regulatory Commission (Commission) 

to fulfill its responsibilities under the 

Postal Accountability and Enhancement 

Act (PAEA), Public Law 109–435, 120 

Stat. 3218 (2006). The proposed rules 

described herein seek to establish 

reporting requirements for the 

measurements of level of service and 

degree of customer satisfaction afforded 

by the Postal Service in connection with 

each market dominant product. The 

reporting of level of service and 

customer satisfaction are required by 39 

U.S.C. 3652(a)(2)(B) as part of the Postal 

Service’s annual report to the 

Commission. This is a necessary part of 

the Commission’s implementation of a 

modern system of rate regulation for 

market dominant products that ensures 

service is not impaired as a result of the 

greater flexibility provided to the Postal 

Service under the PAEA and the rate 

cap requirements, and it supports an 

important part of the Commission’s 

reporting responsibilities. See 39 U.S.C. 

3622 and 3651. 

The Commission recognizes that these 

proposed rules are being published at a 

time when the Postal service is 

experiencing unprecedented fiscal 

challenges. The proposed rules are 

designed to maximize transparency 

using data sources that either exist now, 

or are in active development. The 

proposed reporting requirements are 

written with a long-term goal in mind, 

i.e., to allow the Commission to perform 

its regulatory functions under the PAEA 

and to meet the statutory reporting 

requirements cited above, and are not 

necessarily based on the capabilities of 

existing measurement systems. The 

Commission recognizes the transitional 

needs of the Postal Service and accepts 

its request to develop and utilize 

internal measurement systems relying 

on barcode technology. Total 

compliance with the reporting 

requirements will not be possible until 

the Intelligent Mail barcode (IMb)-, Red 

Tag/DelTrak-, and Delivery 

Confirmation-based measurement 

systems provide reliable, representative 

data. In some instances, new or 

enhanced measurement capabilities may 

be required. 

In the short term, the Commission 

accepts that the Postal Service cannot 

wholly comply with these reporting 

requirements because specific 

measurement systems have not been 

fully developed or deployed. As long as 

the indicators already in place 

demonstrate adequate service levels, the 

Commission will allow the Postal 

Service to proceed diligently to develop 

a plan for eventually being able to 

supply the required information, and 

periodically to demonstrate progress in 

implementing its plan. If a new 

requirement in these proposed rules is 

viewed by the Postal Service as 

particularly onerous, or involves costly 

new data collection that does not appear 

to add needed transparency, the Postal 

Service is requested to identify it and 

attempt to quantify its incremental cost. 

To assist commenters to visualize the 

scope and extent of information 

required, illustrative data reporting 

charts are included as section VII— 

Supporting Information. 

II. Background 

The first part of this rulemaking 

addresses reporting of the level of 

service (or the service performance 

measurements) associated with each 

market dominant product. Development 

of the reporting requirements is the final 

step in a four-step process for 

incorporating measurements of level of 

service into the modern system of rate 

regulation for market dominant 

products. The previous steps 

established service standards, identified 

service performance measurement 

systems, and established performance 

goals. 

The establishment of service 

standards is a direct result of the 

requirements of 39 U.S.C. 3691, which 

require the Postal Service, in 

consultation with the Postal Regulatory 

Commission, to establish by regulation 

a set of modern service standards for 

market dominant products. Initial 

consultations between the Commission 

and the Postal Service concluded on 

November 16, 2007, with the 

Commission providing the Postal 

Service with comments addressing the 

Postal Service’s service standards 

proposals.1 The Postal Service 

completed this task by publishing as a 

final rule Modern Service Standards for 

Market-Dominant Products, December 

19, 2007 (Service Standards).2

In June 2008, the Postal Service 

identified service performance 

measurement systems by providing the 

Commission with a draft of its Service 

Performance Measurement plan (Plan).3

The Plan presents the various 

measurement systems the Postal Service 

proposes to use to measure the 

standards presented in the Service 

Standards document identified above.4


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5Letter from Thomas G. Day, Senior Vice 

President, United States Postal Service, to Dan G. 

Blair, Chairman, Postal Regulatory Commission, 

June 3, 2008. 

6Approval was provided with the exception of 

the measurement systems for several Special 

Services where the Commission directed the Postal 

Service to propose a remedial plan by June 1, 2009. 

The Postal Service submitted remedial proposals on 

May 15, 2009. See Letter from Thomas G. Day, 

Senior Vice President, Intelligent Mail and Address 

Quality, United States Postal Service, to Dan G. 

Blair, Chairman, Postal Regulatory Commission, 

May 15, 2009 (May 15, 2009 Letter from Thomas 

G. Day). 

7 In Order No. 140 at 36–46, the Commission 

briefly reviewed the Postal Service’s reporting 

proposals and the associated comments. The 

Commission indicated issues that would be 

appropriate for consideration in this rulemaking, 

and issues that appear beyond the scope of what the 

Commission would find necessary for its needs in 

reporting service performance measurements. 

Commenters are asked to review and consider this 

material prior to submitting comments in this 

docket. 

8The Commission’s authority is continuing as it 

has further authority to initiate proceedings to 

improve the quality, accuracy and completeness of 

data whenever it shall appear that ‘‘the quality of 

service data has become significantly inaccurate or 

can be significantly improved.’’ 39 U.S.C. 

3652(e)(2)(B). 

The Postal Service submitted the Plan 

for the Commission’s ‘‘review, feedback, 

and concurrence.’’ 5 In response, the 

Commission initiated Docket No. 

PI2008–1 to consider the Postal 

Service’s Plan and to solicit public 

comment. This process culminated with 

the Commission issuing PRC Order No. 

140, Order Concerning Proposals for 

Internal Service Standards Measurement 

Systems, November 25, 2008 (Order No. 

140). This order completed the second 

step in the process by approving the 

approaches that the Postal Service 

proposes to take in developing internal 

measurement systems for various 

classes of mail.6

The PAEA directed the Postal Service, 

in consultation with the Commission, to 

develop and submit to Congress a plan 

for meeting service standards. Congress 

directed, inter alia, that the plan 

establish performance goals. The Postal 

Service posted its FY 2009 targets on its 

Rapid Information Bulletin Board 

System (RIBBS) Web page at http:// 

ribbs.usps.gov/targets/documents/ 

tech_guides/Targets.pdf. 

The Postal Service’s Plan included 

proposals for both annual and quarterly 

reporting of service performance 

measurements. The Commission 

solicited comments on service 

performance reporting when it 

considered the Postal Service’s 

proposals for measurement systems. 

However, in Order No. 140, the 

Commission limited its considerations 

of those comments in anticipation of the 

instant rulemaking, which specifically 

addresses reporting requirements. 

The fourth and final step in the 

process, and the subject of this 

rulemaking, is for the Commission to 

issue rules specifying the reporting of 

service performance. The Commission 

incorporates many of the elements 

proposed by the Postal Service in its 

Plan and the ideas presented in the 

comments on reporting measurements 

into the rules now proposed. Interested 

persons are encouraged to take a fresh 

look at the proposals presented by the 

Commission in this rulemaking and 

provide comments. Interested persons 

are asked to reiterate and amplify their 

comments where specific areas 

identified in previous comments are not 

sufficiently addressed to assure that all 

relevant issues are adequately 

considered.7

The second part of this rulemaking 

concerns the reporting of customer 

satisfaction. This part introduces new 

material that previously has not been 

addressed by the Postal Service or the 

Commission. Interested persons also are 

asked to comment on this material. 

In Order No. 140, the Commission 

identified areas within the Special 

Services measurement systems that 

required improvement. The Postal 

Service has submitted proposals for 

modifications to these measurement 

systems which are discussed separately 

in section V.—Special Services 

Measurement Systems of this 

Rulemaking. 

III. Statutory Provisions 

Section 3652(a)(2) of title 39 requires 

that the Postal Service include in an 

annual report to the Commission an 

analysis of the quality of service ‘‘for 

each market-dominant product provided 

in such year’’ by providing ‘‘(B) 

measures of the quality of service 

afforded by the Postal Service in 

connection with such product, 

including—(i) the level of service 

(described in terms of speed of delivery 

and reliability) provided; and (ii) the 

degree of customer satisfaction with the 

service provided.’’ In complying with 

this requirement, the Commission has 

authority to ‘‘by regulation, prescribe 

the content and form of the public 

reports (and any nonpublic annex and 

supporting matter relating to the report) 

to be provided by the Postal Service 

* * *.’’ 39 U.S.C. 3652(e)(1).8 The 

Commission also is to have access to 

‘‘supporting matter’’ in connection with 

any information submitted under this 

section. 39 U.S.C. 3652(d). 

Section 3622 of title 39 provides that 

the Commission by regulation establish 

‘‘a modern system for regulating rates 

and classes for market-dominant 

products.’’ The quality of service, and 

its reporting, forms an integral part of 

many of the objectives and factors set 

forth in this section. Reporting on 

quality of service allows assessment of 

whether the Postal Service is meeting 

the objective of maintaining the ‘‘high 

quality service standards established 

under section 3691.’’ 39 U.S.C. 

3622(b)(3). It furthers the objective of 

increasing ‘‘the transparency of the 

ratemaking process.’’ 39 U.S.C. 

3622(b)(6). It allows assessment of the 

factors addressing value of service, and 

by association with the proposed 

measurement systems, the value of 

intelligent mail. 39 U.S.C. 3622(c)(1), 

(8), and (13). Finally, it is important in 

relation to the rate cap requirements of 

39 U.S.C. 3622(d)(1)(A) when analyzing 

whether quality of service is impacted 

in order to comply with rate cap 

requirements. 

Section 3651(b)(1)(A) of title 39 

requires that the Commission report to 

the President and Congress on an 

annual basis estimates of the costs 

incurred by the Postal Service in 

providing ‘‘universal service.’’ 

Describing the quality of service 

afforded a product, both anticipated and 

actual, is a necessary element in 

analyzing what service is being 

provided at a given cost. The Postal 

Service is to provide the Commission 

with such information that may, in the 

judgment of the Commission, be 

necessary in completing this report. 39 

U.S.C. 3651(c). 

IV. Service Performance Measurements 

Reporting 

A. Overview 

The Postal Service proposes in its 

Plan and the Commission adopts for this 

rulemaking a two level system for 

reporting service performance 

consisting of an Annual Report 

provided at a high level of aggregation 

and four Quarterly Reports which 

provide information at a more detailed 

level. As stated in the Postal Service’s 

Plan at 12: 

In accordance with § 3652 of the Postal 

Accountability and Enhancement Act, the 

Postal Service is required to report measures 

of the quality of service on an annual basis. 

The Postal Service’s proposal for service 

measurement goes far beyond annual 

reporting and will instead provide quarterly 

reporting for all market-dominant products, 

almost entirely at a district level. 

Section 3652(a)(2) of title 39 requires, 

among other things, an annual analysis 

of the quality of service ‘‘for each 

market-dominant product * * *.’’ The 

Postal Service acknowledges this 


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49192 Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 

9See comments of Pitney Bowes, Discover 

Financial Services, Post/Com/DMA, McGraw-Hill, 

and Valpak summarized in Order No. 140 at 39–40. 

10Nonpostal products are another category of 

products that may require special consideration. At 

this time, nonpostal products are not specifically 

addressed by this rulemaking other than reserving 

space for future use. 

11See comments of BAC, DFS, MOAA, NPPC, 

PSA, PostCom/DMA, Time Warner, Publishers 

Clearing House, and Valpak and the response of the 

Postal Service summarized in Order No. 140 at 40– 

41. 12 In Docket No. PI2008–1, several mailers 

expressed an interest in expanding service variance 

or ‘‘tail-of-the-mail’’ reporting. See Order No. 140 at 

43–44. However, the Commission is not convinced 

that additional reporting was justified. 13The Commission is open to consideration of the 

use of an ‘‘index’’ at or below the product level if 

its use can be justified. 

14 It is unclear in the Plan, but assumed by the 

Commission, that the Postal Service contemplated 

providing National level information on a quarterly 

basis. 

15The Postal Service proposed additional 

Administrative Area and District level reporting for 

certain electronic Special Services that will not be 

adopted at this time. The Commission recognizes 

that this level of reporting may be required in the 

future, but finds it prudent to await further 

development of the Special Services measurement 

systems. 

requirement and specifically states that 

it will go beyond what it perceives as 

the minimum requirement and provide 

quarterly reporting for all market 

dominant products. See Plan at 12. 

However, the specific data items 

identified in the Postal Service’s Plan 

propose reporting at a higher level of 

aggregation, at the class level. This 

deviation from what appears to be 

required was challenged by many 

commenters in Docket No. PI2008–1.9

This rulemaking proposes reporting 

requirements by product as urged in 

these comments, which also is 

consistent with the Commission’s 

interpretation of the statutory 

requirements of § 3652(a)(2). To 

facilitate review of the proposed rules, 

the most recent market dominant 

product list appears in Table VII–1— 

Market Dominant Product List as of 

August 10, 2009 to this rulemaking. 

The proposed rules intend to require 

reporting for all market dominant 

products, but also include exceptions 

for when reporting is not practicable. 

For example, in the area of negotiated 

service agreements, the rules allow the 

Postal Service to utilize exceptions to 

reporting on individual negotiated 

service agreements if the Postal Service 

can demonstrate that substantially all 

components of a specific agreement are 

already included in the measurement of 

other products.10

As discussed in Order No. 140, 

several mailers request some form of 

shape-based reporting.11 The Postal 

Service opposed these suggestions 

contending that this is not required for 

the Commission to carry out its PAEA 

regulatory responsibilities. Although the 

Commission is not opposed to 

consideration of shape-based reporting 

if the need can be demonstrated at some 

future date, the rules proposed in this 

rulemaking do not reflect shape-based 

reporting, per se. However, by adhering 

to the statutory requirement to report by 

product, as discussed above, it should 

be noted that significant, although 

imperfect, shape-based reporting will be 

accomplished. 

The Postal Service proposes in its 

Plan to report two types of 

measurements for First-Class Mail, 

Standard Mail, Periodicals and Package 

Services: (1) On-time service 

performance, and (2) service variance. 

On-time service performance represents 

the percentage of mailpieces delivered 

within the applicable service standard 

for those mailpieces. Service variance 

represents the cumulative percentage of 

mailpieces delivered within the 

applicable service standard plus 1 day, 

2 days, or 3 days.12 The Postal Service 

proposes to report on-time service 

performance both on an annual and a 

quarterly basis, and service variance 

only on a quarterly basis. The proposed 

rules adopt these reporting elements. 

For Special Services, the Postal 

Service proposes an index to report as 

a single number the performance of all 

Special Services products, provided on 

an annual basis. It proposes providing 

additional performance detail on a 

quarterly basis. This rulemaking 

specifies reporting at the product level 

(or, in limited circumstances, down to a 

component of a product for products 

requiring increased visibility) as 

required by 39 U.S.C. 3652(a)(2).13 The 

rules propose reporting the percentage 

of time that each product (or, in limited 

circumstances, a component of a 

product) meets or exceeds its applicable 

service standard. 

The Postal Service proposes in its 

Plan reporting service performance on 

an annual basis at the National level.14

On a quarterly basis, reporting for 

domestic First-Class Mail, Standard 

Mail, domestic Package Services, and 

Post Office Box Service within Special 

Services is proposed at the Postal 

Administrative Area and District levels, 

and reporting for international FirstClass Mail, Periodicals, and 

international Package Services is 

proposed at the Postal Administrative 

Area level. This rulemaking generally 

adopts these reporting levels.15

Within the Standard Mail class only, 

the Postal Service proposes in its Plan 

separate quarterly reporting for 

Destination Entry and for End-to-End 

mail. The Commission notes that the 

Postal Service also specifies different 

service standards for End-to-End and for 

Destination Entry mail within the 

Periodicals and Package Services 

classes. See Service Standards. Because 

the Postal Service and the Commission 

recognize service performance 

differences between Destination Entry 

and End-to-End mail in all of the 

aforementioned classes, the Commission 

carries this distinction forward in the 

proposed reporting requirements. This 

rulemaking incorporates this distinction 

not only for Standard Mail, but also for 

the Outside County Periodicals, Bound 

Printed Matter Flats, Bound Printed 

Matter Parcels, and Media Mail/Library 

Mail products. 

Depending upon the class of mail and 

whether the mail is Destination Entry or 

End-to-End mail, and based on 

consideration of the entry facility and 

the origination/destination ZIP Code 

pairs, among other factors, the Postal 

Service specifies a vast array of service 

standards. See Table IV–1. 

TABLE IV–1—SERVICE STANDARDS

Mail class 

Service standard ranges 

(days) 

End-to-end Destination entry 

First-Class Mail ............................................................................................................................................ 1–5 N/A 

Periodicals ................................................................................................................................................... 1–20 1–8 

Standard Mail ............................................................................................................................................... 3–22 2–10 

Package Services ........................................................................................................................................ 2–20 1–8 


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16See Comments of PostCom/DMA summarized 

in Order No. 140 at 41. 

17The Postal Service’s proposal to separately 

report Destination Entry and End-to-End Standard 

Mail is recognized above. 

For domestic First-Class Mail, the 

Postal Service proposes in its Plan to 

separately report overnight, 2-day, and a 

single aggregation of 3, 4, and 5-day 

mail. This rulemaking adopts the FirstClass Mail overnight, 2-day, and 3/4/5- 

day reporting groups proposed by the 

Postal Service. 

In Docket No. PI2008–1, the 

Commission received comments which 

suggest further disaggregation of the 

3/4/5-day report group proposed by the 

Postal Service.16 The proposal suggests 

two smaller groups, mail subject to the 

3-day service standard and mail subject 

to the 4 through 5-day service standards. 

The intent appears to be to segregate 

mail that either only leaves, only enters, 

or that never transverses the contiguous 

United States. The 4/5-day service 

standard group theoretically then could 

be used as representing service 

performance for noncontiguous United 

States mail. This conceivably could 

provide increased visibility into the 

service performance of mail traveling, 

for example, between Alaska or Hawaii 

and the contiguous United States. 

The Commission studied this 

suggestion, but decided against its 

adoption. The Commission notes that 

the 3-day service standard for FirstClass Mail also is applicable to certain 

mail that is sent between the contiguous 

United States and certain ZIP Codes in 

Alaska, Hawaii, or Puerto Rico, i.e., 

noncontiguous United States mail. 

Thus, disaggregating mail subject to the 

4/5-day service standards from mail 

subject to the 3/4/5-day service standard 

group does not create a 4/5-day group 

that is representative of noncontiguous 

United States mail. 

As displayed in Table IV–1, the 

domestic products within the 

Periodicals, Standard Mail, and Package 

Services classes are subject to a wide 

range of applicable service standard 

days. The Postal Service proposes in its 

Plan to aggregate all service standard 

days and report one measurement for 

the domestic products within each of 

these classes.17

The multitude of applicable service 

standards within the above classes raise 

issues concerning the appropriate level 

of aggregation/disaggregation of service 

standard days. Mail that is subject to 

shorter duration service standards is 

subject to different mail handling in 

terms of facilities encountered and 

transportation received than mail 

subject to longer duration service 

standards. Too high a level of 

aggregation results in lost visibility into 

service performance disparities between 

mail subject to different handling and 

service standards. Reporting by 

individual service standard day could 

be a solution, which would vastly 

improve visibility based on these 

differences. However, it also would 

raise measurement reliability issues due 

to the sparse volume of mail subject to 

certain longer service standards. 

Producing reliable measurements, 

providing sufficient visibility into 

service performance due to differences 

in handling and service standards, and 

the feasibility of implementing 

measurement systems at this time, all 

must be balanced when proposing 

reporting rules. 

For annual reporting, this rulemaking 

adopts the Periodicals, Standard Mail, 

and Package Services reporting levels 

proposed by the Postal Service. The 

Commission balances this overview 

level of reporting by proposing 

expanded reporting requirements in 

certain areas to provide improved 

visibility within the quarterly reports. 

For quarterly reporting, this rulemaking 

adopts the Postal Service’s proposed 

service standard aggregations for 

Periodicals, and the Bound Printed 

Matter Flats, Bound Printer Matter 

Parcels, and Media Mail/Library Mail 

products within Package Services. It 

proposes improvements in reporting 

visibility for all products within 

Standard Mail and the Single-Piece 

Parcel Post product within Package 

Services. For these products, the rules 

propose aggregating the multiple service 

standards for each product into two 

separate groups based on the mail 

facilities encountered and the 

transportation received. Specific 

proposals for aggregating service 

standard days appear within the 

discussion of the individual rules 

below. 

B. Annual Reporting 

1. General Considerations 

This rulemaking proposes to 

incorporate the rules for annual 

reporting of service performance 

measurements (or achievements) into 

new subpart A—Annual Reporting of 

Service Performance Achievements of 

part 3055—Service Performance and 

Customer Satisfaction Reporting of the 

Commission’s rules of practice and 

procedure. The rules proposed for 

incorporation into subpart A appear 

after the signature of this order. Table 

VII–2—Illustrative Annual Report Data 

Reporting Charts in section VII provides 

a visualization of the annual data 

reporting elements proposed by the 

rules through illustrative examples of 

data reporting charts. A rule-by-rule 

description of subpart A follows. 

Section 3055.1 specifies the general 

requirement for the Postal Service to file 

a report on service performance 

measurements as part of its annual 

compliance report. See 39 U.S.C. 

3652(a)(2)(B)(i). 

Section 3055.2 describes the contents 

of the annual report of service 

performance achievements. Paragraph 

(b) of this section directs the reader to 

specific reporting requirements 

applicable to each product within a 

specific class or group. Paragraphs (c) 

through (g) of this section direct the 

Postal Service to describe the service 

standards, performance goals, 

measurement systems, and statistical 

methodologies for each product. In the 

first report produced, the Postal Service 

will create a baseline description of 

service performance measurement. The 

Commission recognizes that the initial 

report will require significant effort on 

the part of the Postal Service. However, 

subsequent annual reports will require 

the Postal Service only to replicate the 

previous report incorporating changes 

from year to year. Paragraph (h) of this 

section requires the identification of 

each product, or component of a 

product, granted an exception from 

reporting pursuant to § 3055.3, along 

with a certification that the rationale for 

originally granting the exception 

remains valid. 

Particular attention should be focused 

on paragraphs (i) and (j) of § 3055.2. A 

significant amount of data will be 

produced pursuant to the annual and 

quarterly reporting rules. The data will 

be provided at various levels and forms 

of aggregation, and provided over 

different periods of time. Paragraphs (i) 

and (j) of this section in effect require 

the Postal Service to demonstrate how it 

performs each aggregation/ 

disaggregation of data, both between 

and among the various reports, and over 

the various timeframes. The goal is to 

provide independent parties the 

information necessary to be able to 

replicate the aggregations/ 

disaggregations made by the Postal 

Service between and among the various 

reports, and over the various 

timeframes. For example, this should 

include the ability to aggregate the data 

provided in the quarterly reports up to 

the level of data provided in the annual 

reports. It also should include the 

ability to aggregate data provided at the 

District level, to the Postal 

Administrative Area level, and to the 

National level. The Commission expects 

that data will be provided in electronic 


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49194 Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 

18See comments of AMEE and MMA suggesting 

the inclusion of volume data, summarized in Order 

No. 140 at 42. 

19The 3/4/5-day service standard is an 

aggregation of the 3-day, 4-day, and 5-day service 

standards. The Postal Service is required to 

demonstrate how it performs this aggregation, along 

with other similar aggregations appearing within 

other mail classes when describing its data 

reporting methodologies. 

format (Excel files are anticipated at this 

time), with electronic links and 

formulas that can be followed in order 

to duplicate the Postal Service’s 

aggregation methodologies. This would 

include providing volumes and other 

weighting factors as necessary to 

perform the required calculations.18

For some products, the measurement 

of service performance may be cost 

prohibitive, or a measurement of service 

would not be meaningful because of the 

nature of the product. In other 

instances, the product might be in the 

form of a negotiated service agreement, 

which, in fact, is merely a grouping of 

other products already being measured. 

Section 3055.3 provides an avenue for 

the Postal Service to seek an exception 

from the general requirement to report 

on the service performance in these 

instances. 

Section 3691(b)(1)(D) of title 39 has as 

an objective for the Postal Service ‘‘[t]o 

provide a system of objective external 

performance measurements for each 

market-dominant product * * *.’’ 

However, ‘‘with the approval of the 

Postal Regulatory Commission an 

internal measurement system may be 

implemented * * *.’’ 39 U.S.C. 

3691(b)(2). Order No. 140 approved the 

approach that the Postal Service is 

undertaking to implement most of its 

measurement systems. This approval is 

subject to continuous review as the 

Postal Service’s systems are developed 

and implemented to assure that robust 

measurement systems are eventually put 

into place. Section 3055.4 of the 

proposed rules implements the above 

title 39 requirements. It requires that the 

Postal Service obtain Commission 

approval prior to using internal 

(including hybrid) measurement 

systems to obtain data for the purpose 

of reporting service performance 

measurements. This requirement is 

applicable to both the annual and 

quarterly service performance 

measurement reports. 

Section 3055.5 requires the Postal 

Service to apprise the Commission of all 

changes to measurement systems, 

service standards, service goals, and 

reporting methodologies. The 

Commission may institute a proceeding 

to consider change proposals if it 

appears that the changes might have a 

material impact on the accuracy, 

reliability, or utility of the reported 

measurement, or if the changes might 

have a material impact on the 

characteristics of the underlying 

product. 

Section 3055.6 requires the Postal 

Service to include within its proposals 

for new or modified market dominant 

products, proposals for service 

performance measurement systems, 

service standards, service goals, data 

reporting elements, and data reporting 

methodologies. 

Section 3055.7 directs the Postal 

Service to conduct a special study, 

every 2 years, to evaluate final delivery 

service performance in certain locations. 

The measurement systems that the 

Postal Service proposes do not appear to 

capture information on delivery 

performance; for example, from the 

processing facility in Anchorage, Alaska 

to the outer reaches of Alaska; from 

Honolulu to the neighbor islands of 

Hawaii; or from San Juan to more 

distant locations in the Caribbean 

district. A special study appears 

appropriate for providing visibility into 

these areas. 

2. First-Class Mail 

Section 3055.20 specifies the annual 

reporting requirements for all products 

within the First-Class Mail class. For the 

Single-Piece Letters/Postcards, Bulk 

Letters/Postcards, Flats, and Parcels 

products, reporting of on-time service 

performance is to be disaggregated by 

mail subject to the overnight, 2-day, and 

3/4/5-day service standards as a 

percentage rounded to one decimal 

place.19 For the Outbound Single-Piece 

First-Class Mail International and the 

Inbound Single-Piece First-Class Mail 

International products, on-time service 

performances are to be reported at the 

National level as a percentage rounded 

to one decimal place. 

3. Standard Mail 

Section 3055.21 specifies the annual 

reporting requirements for all products 

within the Standard Mail class. In all 

instances, on-time service performances 

are to be reported at the National level 

for each Standard Mail product as a 

percentage rounded to one decimal 

place. 

4. Periodicals 

Section 3055.22 specifies the annual 

reporting requirements for all products 

within the Periodicals class. In all 

instances, on-time service performances 

are to be reported at the National level 

for each Periodicals product as a 

percentage rounded to one decimal 

place. 

5. Package Services 

Section 3055.23 specifies the annual 

reporting requirements for all products 

within the Package Services class. In all 

instances, on-time service performances 

are to be reported at the National level 

for each Package Services product as a 

percentage rounded to one decimal 

place. 

6. Special Services 

Section 3055.24 specifies the annual 

reporting requirements for all products 

within the Special Services group. In all 

instances, the percentage of time that 

each product within Special Services 

meets or exceeds its performance 

objective is to be reported at the 

National level as a percentage rounded 

to one decimal place. 

7. Nonpostal Products 

Section 3055.25 is reserved for 

specific reporting requirements 

concerning nonpostal products once 

these products are added to the market 

dominant product list. 

C. Quarterly Reports 

1. General Considerations 

This rulemaking proposes to 

incorporate the rules for quarterly 

reporting of service performance 

measurements into new subpart B— 

Periodic Reporting of Service 

Performance Achievements of Part 

3055—Service Performance and 

Customer Satisfaction Reporting of the 

Commission’s rules of practice and 

procedure. The rules proposed for 

incorporation into subpart B appear 

after the signature of this Order. Table 

VII–3—Illustrative Quarterly Report 

Data Reporting Charts provides a 

visualization of the annual data 

reporting elements proposed by the 

rules through illustrative examples of 

data reporting charts. A rule-by-rule 

description of subpart B follows. 

Section 3055.30 specifies the general 

requirement for the Postal Service to file 

a quarterly report on service 

performance measurement within 40 

days of the close of each fiscal quarter. 

Section 3055.31 specifies the contents 

of each quarterly report. Paragraph (b) of 

this section directs the reader to specific 

reporting requirements applicable to 

each product within a specific class or 

group. Paragraph (c) of this section 

requires identification of each product, 

or component of a product, granted an 

exception from reporting pursuant to 

§ 3055.3, along with a certification that 

the rationale for originally granting the 

exception remains valid. Finally, 


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20For further discussion on aggregation/ 

disaggregation, see the discussion of § 3055.2, 

paragraphs (i) and (j) of this section above. 

21 Destination Entry 2-day through 4-day service 

standard mail roughly coincides with DDU and 

DSCF entered mail. Destination Entry 5-day through 

10-day service standard mail roughly coincides 

with DBMC and BMC entered mail. 

22End-to-End 3-day through 5-day service 

standard mail roughly coincides with SCF 

turnaround, ADC turnaround, and intra-BMC area 

mail. End-to-End 6-day through 22-day service 

standard mail roughly coincides with all other Endto-End mail subject to greater transportation needs. 

23The Commission is assuming that Single-Piece 

Parcel Post mail is treated as End-to-End mail for 

the purpose of service standards. 

24The 2-day through 4-day service standard mail 

roughly coincides with SCF turnaround and intraBMC area mail. The 5-day through 20-day service 

standard mail roughly coincides with all other 

Single-Piece Parcel Post mail subject to greater 

transportation needs. 

paragraphs (d) and (e) of this section 

direct the Postal Service to demonstrate 

how it aggregates/disaggregates data to 

different reporting levels.20

Section 3055.32 requires the Postal 

Service to independently report delivery 

factors when used in computing End-toEnd service performance. The hybrid 

measurement system (proposed by the 

Postal Service for measuring a majority 

of Postal Service products by volume) 

measures End-to-End service 

performance in two steps. In the first 

step, a mail processing factor is 

developed, which measures the time 

from the start-the-clock event to the last 

recorded mail processing scan. In the 

second step, a delivery factor is 

developed which measures the time 

from the last recorded mail processing 

scan to actual delivery. The generation 

of delivery factors raises measurement 

and statistical issues that must be 

examined to understand the overall 

measurement results. Section 3055.32 

provides visibility in this area. 

2. First-Class Mail 

Section 3055.45 specifies the 

quarterly reporting requirements for all 

products within the First-Class Mail 

class. In all instances, on-time service 

performances and service variances are 

to be individually reported for each 

First-Class Mail product as a percentage 

rounded to one decimal place. 

For the Single-Piece Letters/Postcards, 

Bulk Letters/Postcards, Flats, and 

Parcels products, the rule proposes 

reporting at the District, Postal 

Administrative Area, and National 

levels. Reporting also is to be 

disaggregated by mail subject to the 

overnight, 2-day, and 3/4/5-day service 

standards. 

For the Outbound Single-Piece FirstClass Mail International and Inbound 

Single-Piece First-Class Mail 

International products, the rule 

proposes reporting at the Postal 

Administrative Area and National 

levels. 

3. Standard Mail 

Section 3055.50 specifies the 

quarterly reporting requirements for all 

products within the Standard Mail 

class. In all instances, on-time service 

performances and service variances are 

to be reported at the District, Postal 

Administrative Area, and National 

levels for each Standard Mail product as 

a percentage rounded to one decimal 

place. 

Each Standard Mail product can be 

considered either Destination Entry or 

End-to-End mail. The Postal Service has 

established 2-day through 10-day 

service standards for Destination Entry 

mail. Destination Entry mail is 

separated into two groups for reporting 

purposes. The rule proposes reporting 

an aggregation of mail subject to the 2- 

day through 4-day service standards and 

an aggregation of mail subject to the 5- 

day through 10-day service standards.21

The Postal Service has established 3-day 

through 22-day service standards for 

End-to-End mail. End-to-End mail also 

is separated into two groups for 

reporting purposes. The rule proposes 

reporting an aggregation of mail subject 

to the 3-day through 5-day service 

standards and an aggregation of mail 

subject to the 6-day through 22-day 

service standards.22

4. Periodicals 

Section 3055.55 specifies the 

quarterly reporting requirements for all 

products within the Periodicals class. In 

all instances, on-time service 

performances and service variances are 

to be reported at the Postal 

Administrative Area and National levels 

for each Periodicals product as a 

percentage rounded to one decimal 

place. 

The Postal Service has established 1- 

day through 8-day service standards for 

Periodicals mail. The proposed rule 

requires the reporting of an aggregated 

number representing mail subject to the 

1-day through 8-day service standards 

for each of the Periodicals products. 

Performance reporting for the Outside 

County Periodicals product is to be 

further disaggregated by Destination 

Entry and End-to-End mail. 

5. Package Services 

Section 3055.60 specifies the 

quarterly reporting requirements for all 

products within the Package Services 

class. In all instances, on-time service 

performances are to be reported for each 

Package Services product as a 

percentage rounded to one decimal 

place. For reporting purposes, the 

Package Services products are separated 

into three groups: (1) Single-Piece Parcel 

Post; (2) Bound Printed Matter Flats, 

Bound Printed Matter Parcels, and 

Media Mail/Library Mail; and (3) 

Inbound Surface Parcel Post (at UPU 

rates). 

The Postal Service has established 2- 

day through 20-day service standards 

for the Single-Piece Parcel Post 

product.23 The rule proposes dividing 

the multiple Single-Piece Parcel Post 

service standards into two groups. It 

requires the reporting of an aggregated 

number representing mail subject to the 

2-day through 4-day service standards 

and an aggregated number representing 

mail subject to the 5-day through 20-day 

service standards.24 Reporting is to be 

provided at the District, Postal 

Administrative Area, and National 

levels. 

The Bound Printed Matter Flats, 

Bound Printed Matter Parcels, and 

Media Mail/Library Mail products can 

be considered either Destination Entry 

or End-to-End mail. The Postal Service 

has established 1-day through 8-day 

service standards for Destination Entry 

mail. The rule proposes reporting an 

aggregation of all Destination Entry mail 

subject to the 1-day through 8-day 

service standards. The Postal Service 

has established 2-day through 20-day 

service standards for End-to-End mail. 

The rule proposes reporting an 

aggregation of all End-to-End mail 

subject to the 2-day through 20-day 

service standards. 

The rule proposes reporting a single 

service performance number for 

Inbound Surface Parcel Post (at UPU 

rates). Reporting is to be provided at the 

Postal Administrative Area and National 

levels. 

6. Special Services 

Section 3055.65 specifies the 

quarterly reporting requirements for all 

products within the Special Services 

group. In all instances, the percentage of 

time that each product within Special 

Services meets or exceeds its 

performance objective is to be reported 

at the National level as a percentage 

rounded to one decimal place. 

Additional reporting is proposed for 

several of the 28 services that form a 

part of the Ancillary Services product to 

provide improved visibility. Separate 

reporting is proposed for Certified Mail 

and Return Receipt because of the 

importance of these services to 

customers and their substantial 

contribution to Ancillary Services’ 


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49196 Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 

revenue. Separate reporting is proposed 

for Delivery Confirmation because of the 

Postal Service’s reliance on this service 

as part of its measurement system for 

parcels. Separate reporting is proposed 

for Insurance because of consumer 

interest in the performance of this 

service. 

Additional reporting also is proposed 

for the Post Office Box Service product. 

In addition to reporting at the National 

level, reporting also shall be provided at 

the District and Postal Administrative 

Area levels. 

In Order No. 140, the Commission 

identified areas within the Special 

Services measurement systems that 

required improvement. In section V.— 

Special Services Measurement Systems 

that follows, the Commission analyzes 

the Postal Service’s proposals for 

improving certain Special Services 

measurement systems and provides 

further detail on reporting requirements 

for these services. 

7. Nonpostal Services 

Section 3055.70 is reserved for 

specific reporting requirements 

concerning nonpostal products once 

these products are added to the market 

dominant product list. 

V. Special Services Measurement 

Systems 

In Order No. 140, the Commission 

reviewed the Postal Service’s Plan to 

use various measurement systems for 

measuring service performance for 

market dominant products. The 

Commission generally agreed with the 

approach that the Postal Service 

proposed for most products, except for 

certain products that fell within Special 

Services. 

On a general level, the Commission’s 

recommendation for Special Services 

was ‘‘that the Postal Service determine 

the attributes of each [special] service 

including the customer’s reasonable 

expectations of what is being purchased, 

and then design measurement systems 

considering these parameters.’’ Order 

No. 140 at 34–35. 

The Commission specifically 

commented on Special Services that 

include a barcode scan. The proposed 

measurement systems for Special 

Services that include a barcode scan 

were limited to only measuring the time 

between when delivery information was 

collected to when information was 

made available to the customer. This 

did not appear to be representative of 

the services that a customer had 

purchased or would expect, when 

considering that the proposed 

measurement systems would not pick 

up failures such as not scanning a 

mailpiece at delivery or attempted 

delivery, or a failure of the scanning 

equipment itself. 

The Commission used Delivery 

Confirmation to demonstrate its specific 

concerns with the various barcode scan 

measurement systems. The Commission 

concluded that ‘‘[a]t a minimum, the 

Postal Service must incorporate into its 

proposed measurement systems for 

Delivery Confirmation and other similar 

electronic systems a factor for the 

volume of services purchased versus the 

volume of services successfully 

completed.’’ (Footnote omitted.) Id. at 

34. The expectation is for this 

recommendation to be incorporated into 

all applicable barcode scan-based 

systems. 

The Commission also focused on 

Certified Mail, Post Office Boxes, and 

Return Receipt in part because they 

account for nearly 70 percent of overall 

Special Services revenue. Id. at 33. The 

concerns with Certified Mail paralleled 

the concerns for Delivery Confirmation 

as presented above. The measurement 

approach proposed for Post Office Boxes 

was found acceptable. Id. at 35. Finally, 

the Commission expressed concerns 

with the proposed measurement system 

for Return Receipt. The Postal Service 

proposed to only measure electronic 

Return Receipt by using the same 

measurement system as it proposed for 

Delivery Confirmation. However, the 

vast majority of Return Receipt service 

is provided through delivery of the 

green Return Receipt card, which the 

Postal Service did not propose to 

measure in any way. 

Order No. 140 concluded by 

approving the measurement approaches 

for Post Office Box Service, Insurance 

claims processing, Postal Money Order 

inquiry processing, and Address List 

Services. However, because of the 

concerns summarized above, it directed 

the Postal Service to ‘‘proceed with 

external measurement of service 

performance for Certified, Return 

Receipt, and Delivery Confirmation or 

develop an alternative internal 

measurement system by June 2009.’’ Id. 

The Postal Service responded to the 

Commission’s concerns on May 15, 

2009 in a letter from Thomas G. Day, 

Senior Vice President, Intelligent Mail 

and Address Quality, United States 

Postal Service, to Dan G. Blair, 

Chairman, Postal Regulatory 

Commission. 

Because of the similarities of the 

proposed measurement systems for 

Certified Mail and Delivery 

Confirmation, the Postal Service address 

both systems together. The Postal 

Service proposes to modify the 

measurement systems as suggested by 

the Commission. 

Accordingly, the Postal Service has 

modified its methodology for calculating ontime delivery-related information availability 

for Certified Mail and Delivery Confirmation 

services. In the denominator for calculating 

the percentage of pieces for which deliveryrelated information was made available 

within the 24-hour service standard, the 

Postal Service will include all pieces for 

which the delivery information service was 

purchased, irrespective of whether there is a 

delivery-related scan corresponding to each 

acceptance scan. The numerator will include 

only those pieces for which there was both 

a delivery scan and availability of delivery 

information within 24 hours of that delivery 

scan. Thus, for the universe of pieces for 

which there is an acceptance scan, the 

service measurement performance score will 

reflect the percentage of such pieces for 

which delivery-related information is 

obtained, and then provided to the sender 

within 24 hours. A failure to obtain delivery 

scan will be regarded as a Certified Mail or 

Delivery Confirmation service failure. 

See May 15, 2009 Letter from Thomas 

G. Day, Attachment at 3. (Emphasis 

omitted.) 

The Commission finds that the Postal 

Service’s modified approach to 

measuring Certified Mail and Delivery 

Confirmation service is an improvement 

over its original proposals and should 

produce results that more accurately 

measure the expectations of customers 

purchasing the services. The 

Commission reiterates its expectation 

that the proposed solutions for Certified 

Mail and Delivery Confirmation service 

are to be incorporated into all similar 

barcode scan-based systems, where 

applicable. 

The Postal Service proposes two 

systems for measuring the hard-copy 

green card Return Receipt service. First, 

it proposes to undertake an annual 

special study by employing ‘‘an external 

vendor to periodically test transit times 

from induction to delivery for hard copy 

Return Receipt cards, using anonymous 

dropper/reporters who would drop the 

cards in collection boxes and other 

induction points throughout the postal 

network to simulate the deposit of 

Return Receipt green cards being mailed 

back to senders.’’ Id. at 6. Second, it 

‘‘proposes to qualitatively measure hard 

copy Return Receipt customers’ 

experiences versus their expectations.’’ 

Id. at 8. This is proposed to be done 

through modification of existing Postal 

Service customer surveys. 

It is noted that the Postal Service 

expresses concerns with implementing a 

green card Return Receipt service 

measurement system. First, it cites 

significant costs associated with making 

adjustments to existing systems or to 


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25Statistics on wait time in line are of general 

interest and are to be reported separately as 

required by this section. It is understood that these 

statistics may be obtained through the Mystery 

Shopper Program, or other similar surveys, and also 

reported elsewhere. 

developing external measurement 

systems. Second, the Postal Service 

examines the feasibility of applying 

barcodes to the green cards, but 

dismisses this idea because it might 

cause a fundamental change in the 

product with cost and fee implications. 

Third, it examines an EXFC-based 

approach, but determines that the 

approach that it eventually proposes is 

more streamlined and economical. 

Finally, it discusses problems with the 

potential lag times involved in 

providing the service, and the inability 

of the Postal Service to ensure that the 

green cards are properly completed. 

The Commission still finds the Postal 

Service’s proposals for measuring the 

green card Return Receipt service 

lacking by not measuring the service 

expectations of a customer purchasing 

the service. The proposal to measure 

green card transit times by dropping 

green cards into the system does little 

more than measure the transit time of a 

First-Class Mail card. This information 

is readily available. The Postal Service 

proposal to survey customer satisfaction 

with green card Return Receipt service 

is a measure of customer satisfaction 

and not service performance. Reporting 

of customer satisfaction is reported 

separately under the PAEA. 

Two sections in the Domestic Mail 

Manual appear particularly applicable 

to the expectations of customers 

purchasing green card Return Receipt: 

The mailpiece may not be opened or given 

to the recipient before the recipient signs and 

legibly prints his or her name on the delivery 

receipt (and return receipt, if applicable) and 

returns the receipt(s) to the USPS employee. 

DMM section 508.1.1.7(b). 

A notice is left for a mailpiece that cannot 

be delivered. If the piece is not called for or 

redelivery is not requested, the piece is 

returned to the sender after 15 days (5 days 

for Express Mail, 30 days for COD) unless the 

sender specifies fewer days on the piece. 

DMM section 508.1.1.7(f). 

Paragraph 508.1.1.7(b) specifies what 

action the purchaser of the service 

expects from the Postal Service when 

presenting a mailpiece to a potential 

recipient. Simplistically, the recipient 

does not obtain possession of the 

mailpiece prior to the Postal Service 

employee obtaining a signature on the 

green card. Paragraph 508.1.1.7(f) 

specifies what action the purchaser of 

the service expects from the Postal 

Service if a signature cannot be 

obtained. It also places time constraints 

(not including transit times) on the 

performance of the service that also can 

be used in a measurement system. 

The Commission recommends that 

the Postal Service develop a 

measurement system taking the above 

into consideration. An EXFC-based 

system would appear appropriate. 

Outgoing EXFC mail could be seeded 

with green Return Receipt cards. After 

mailing, a Postal Service employee 

would present the mailpiece to the 

potential recipient for signature. If a 

signature is obtained, the Postal Service 

employee would deposit the green card 

into the mail system for return to the 

sender. The original sender would 

record return of the green card and 

verify that it has been signed, if and 

when the card is received. If a signature 

is not obtained within the applicable 

timeframe, the Postal Service employee 

would return the unsigned mailpiece to 

the original sender. The original sender 

would record return of the mailpiece, if 

and when the mailpiece is received. A 

25- to 30-day time limit could be placed 

for all events to occur; otherwise, a 

service failure would be recorded. On a 

quarterly basis, the Postal Service could 

report: (1) The number of EXFC seed 

mailpieces sent; (2) the percentage of 

green cards properly completed and 

returned (passing); (3) the percentage of 

green cards not properly completed, but 

returned (failure); (4) the percentage of 

mailpieces returned without a green 

card signature (passing); and (5) the 

percentage of the time the service 

receives a passing grade. This would be 

with respect to the applicable time 

limits as discussed above. On an annual 

basis, the Postal Service would report 

the percentage of the time the service 

receives a passing grade as part of the 

Ancillary Services score. 

Many variations of the Commission’s 

suggestion are possible. The Postal 

Service is instructed to provide a 

response, or suggestions of its own, in 

its reply to this rulemaking. 

VI. Reporting of Customer Satisfaction 

A. General Considerations 

This rulemaking proposes to 

incorporate the rules for reporting of 

customer satisfaction into new subpart 

C—Annual Reporting of Customer 

Satisfaction of Part 3055—Service 

Performance and Customer Satisfaction 

Reporting of the Commission’s rules of 

practice and procedure. The rules 

proposed for incorporation into subpart 

C appear after the signature of this 

Order. Table VII–4—Illustrative 

Customer Satisfaction Data Reporting 

Charts provides a visualization of the 

annual data reporting elements 

proposed by the rules through 

illustrative examples of data reporting 

charts. A rule-by-rule description of 

subpart C follows. 

Section 3055.90 specifies the general 

requirement for the Postal Service to file 

a report on customer satisfaction as part 

of its annual compliance report, unless 

more frequent reporting is specifically 

requested. See 39 U.S.C. 

3652(a)(2)(B)(ii). 

B. Section 3055.91—Customer Access to 

Postal Services 

Measuring customer access to postal 

services is an important aspect of 

customer satisfaction and a critical 

aspect of evaluating universal service. 

Section 3055.91 requires providing 

information covering four areas of 

customer access. First, it requests 

information on the number and types of 

post offices servicing the public. This 

also includes information on the 

number of post offices closed and the 

number of post offices subject to 

emergency suspensions during the year. 

This information is to be disaggregated 

by the types of post offices as appearing 

in the Postal Service’s Annual Report. 

Second, it seeks information pertaining 

to the number and type of delivery 

points accessed by the Postal Service. 

Third, it requests information pertaining 

to the number of collection boxes 

accessed by the Postal Service. Finally, 

it seeks information on customer wait 

time in line for retail services.25

The rules propose reporting of 

customer access to postal services on an 

annual basis. While this frequency of 

reporting may suffice given a long-term 

outlook, customer access is currently a 

high visibility issue. News reports 

appear almost daily concerning 

potential post office closings and the 

removal of collection boxes. This has 

generated significant consumer and 

congressional interest evident by 

frequent inquiries received by the 

Commission. As with any data reporting 

requirement, the Commission also is 

aware that reporting requirements 

impose costs on the postal system. 

Additional systems may have to be put 

in place to obtain and report the 

requested customer access data items if 

such systems do not already exist. 

As a compromise to obtaining current 

information and limiting long-term 

costs, the Commission suggests that in 

the short term, the Postal Service 

provide customer access data items on 

a quarterly basis. Once the current 

decline in mail volume ebbs and the 

Postal Service reaches its new state of 

equilibrium, annual reports should 


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49198 Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 

26 Docket No. PI2008–1, Reply Comments of the 

United States Postal Service, February 1, 2008, at 

11. 

27Responses of United States Postal Service 

Witness VanGorder to Public Representative 

Interrogatories PR/USPS–T1–1–5, and 7(c–d), 8, 

July 27, 2009. 

28United States Postal Service Notice of Errata in 

Filing of Response of Witness VanGorder to Public 

Representative Interrogatory PR/USPS–T1–1(a) 

[Errata], July 28, 2009. 

suffice. This compromise would provide 

the Commission with the immediate 

information that it needs to be 

responsive to consumers and Congress 

without imposing undue costs or 

unnecessary burden on the Postal 

Service in the long run. The 

Commission seeks comments from the 

Postal Service and others on how best 

to keep the Commission apprised of 

these issues such that the Commission 

can fulfill its responsibilities in a 

knowledgeable manner. 

C. Section 3055.92—Customer 

Satisfaction Surveys 

The Postal Service regularly solicits 

feedback from its customers through a 

series of customer satisfaction surveys. 

The Postal Service has asserted that it 

intends to redesign its Customer 

Satisfaction Measurement Survey to 

meet the requirements of the PAEA and 

to generate customer satisfaction data on 

a product-by-product basis.26 Any 

enlightened business will find it good 

practice to stay current on its customers’ 

preferences and needs, including how 

its customers perceive existing product 

offerings and services. Properly 

obtaining and analyzing information 

from customers will prove extremely 

valuable in evaluating customer 

satisfaction as required by the PAEA, 

and as a necessary good business 

practice. Because product offerings and 

services along with customer 

perceptions will change over time, the 

form and content of customer 

satisfaction surveys also must change 

over time. Given the Commission’s 

independent perspective and its role in 

providing an alternative avenue of 

obtaining customer input on postal 

services, the Commission offers its 

assistance to ensure that future 

consumer surveys produce reliable and 

meaningful information. Participation in 

this process may provide insight into 

more appropriate ways to report on 

customer satisfaction. The Postal 

Service is invited to comment on any 

future role the Commission might 

consider in this area. 

Section 3055.92 requires the Postal 

Service to file with the Commission a 

copy of each type of survey instrument 

used in the preceding fiscal year, and to 

report a summary of the information 

obtained, on an annual basis. Where the 

Postal Service solicits information 

through multiple choice questions, it is 

required to provide additional detail by 

providing the number of responses 

obtained for each possible response. The 

summary of information obtained also 

must include a description of the 

customer type targeted by each distinct 

type of survey instrument, and statistics 

on the number of surveys initiated and 

the number of surveys returned to the 

Postal Service. 

D. Section 3055.93—Mystery Shopper 

Program 

The Postal Service currently conducts 

a Mystery Shopper Program to evaluate 

the performance of its retail postal 

facilities. The Commission has been 

made aware that the information 

gathered from this program is 

summarized and reported quarterly to 

Postal Service management through a 

National Executive Summary Report. 

The importance of the Postal Service 

obtaining information on how its 

services are being provided is no less 

important than obtaining information on 

customer perceptions as discussed 

above concerning the customer 

satisfaction surveys. The Commission is 

aware that the Mystery Shopper 

Program is a management tool for 

developing proprietary information. The 

Commission also is aware of the 

necessity that the ‘‘mystery’’ of the 

program be maintained. These factors 

suggest that confidential treatment 

consistent with 39 CFR part 3007 will 

be appropriate for certain information 

developed by this program. 

Section 3055.93 seeks information 

obtained from the Mystery Shopper 

Program. It requires the Postal Service to 

file a copy of the National Executive 

Summary Reports on a quarterly basis, 

along with each type of survey 

instrument used in preparing each 

report. The Postal Service is invited to 

identify any alternative obtainable 

information on its performance at retail 

facilities relevant to customer 

satisfaction that might serve as a 

satisfactory substitute. 

E. Future Data Reporting Item 

In Docket No. N2009–1, the Postal 

Service provided information on 

alternative access channels for obtaining 

postage and certain postal services. The 

Postal Service’s response to PR/USPS– 

T1–8 provides percentages of revenues 

obtained through various ‘‘brick and 

mortar’’ and alternative access 

channels.27 The Postal Service’s 

response to PR/USPS–T1–1 provides a 

comparison of products that can be 

purchased in brick and mortar facilities 

and products that can be purchased 

online.28

The Postal Service may find that 

reporting of this information will 

provide a more balanced view of the 

current status of customer access to 

postal services. Reporting also may 

provide another avenue to promote the 

use of alternative access channels. The 

Commission seeks comments on the 

benefits of reporting this aspect of 

customer access and any proposal that 

the Postal Service may have on what 

and how any related data items can be 

reported. 

VII. Supporting Information 

Table VII–1—Market Dominant Product 

List as of August 10, 2009 

Organizational class or group Products 

First-Class Mail ................................................... Single-Piece Letters/Postcards. 

Bulk Letters/Postcards. 

Flats. 

Parcels. 

Outbound Single-Piece First-Class Mail International. 

Inbound Single-Piece First-Class Mail International. 

Standard Mail (Regular and Nonprofit) .............. High Density and Saturation Letters. 

High Density and Saturation Flats/Parcels. 

Carrier Route. 

Letters. 

Flats. 


pwalker on DSK8KYBLC1PROD with PROPOSALS2
Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 49199 

Organizational class or group Products 

Not Flat-Machinables (NFMs)/Parcels. 

Periodicals .......................................................... Within County Periodicals. 

Outside County Periodicals. 

Package Services ............................................... Single-Piece Parcel Post. 

Inbound Surface Parcel Post (at UPU rates). 

Bound Printed Matter Flats. 

Bound Printed Matter Parcels. 

Media Mail/Library Mail. 

Special Services ................................................. Ancillary Services (Components of Ancillary Services below product level). 

Address Correction Service. 

Applications and Mailing Permits. 

Business Reply Mail. 

Bulk Parcel Return Service. 

Certified Mail. 

Certificate of Mailing. 

Collect on Delivery. 

Delivery Confirmation. 

Insurance. 

Merchandise Return Service. 

Parcel Airlift (PAL). 

Registered Mail. 

Return Receipt. 

Return Receipt for Merchandise. 

Restricted Delivery. 

Shipper-Paid Forwarding. 

Signature Confirmation Service. 

Special Handling. 

Stamped Envelopes. 

Stamped Cards. 

Premium Stamped Stationery. 

Premium Stamped Cards. 

International Ancillary Services (Components of International Ancillary Services below product 

level). 

International Certificate of Mailing. 

International Registered Mail. 

International Return Receipt. 

International Restricted Delivery. 

International Insurance *. 

Customs Clearance and Delivery Fee *. 

Address List Services. 

Caller Service. 

Change-of-Address Credit Card Authentication. 

Confirm. 

International Reply Coupon Service. 

International Business Reply Mail Service. 

Money Orders. 

Post Office Box Service. 

Negotiated Service Agreements ** ..................... Standard Mail Declining Block Rates (Organizational Subgroup) *. 

The Bradford Group Negotiated Service Agreement (Product). 

Life Line Screening Negotiated Service Agreement (Product) *. 

Barcode Mail Preparation Enhancement (Organizational Subgroup) *. 

Bank of America Corporation Negotiated Service Agreement (Product). 

Inbound International (Organizational Subgroup). 

Canada Post—United States Postal Service Contractual Bilateral. 

Agreement for Inbound Market Dominant Services (Product). 

Nonpostal Services * ........................................... TBD * 

* Items marked with an asterisk (*) appear in the draft Mail Classification Schedule, but not in the product list published in the CFR and periodically updated through Federal Register notices. 

** The HSBC North America Holdings Inc. Negotiated Service Agreement product has expired as of November 1, 2008 and is not included in 

the above product list. The Bookspan Negotiated Service Agreement product has expired as of June 1, 2009 and is not included in the above 

product list. 

Table VII–2—Illustrative Annual 

Report Data Reporting Charts 

A. First-Class Mail On-Time Service 

Performance 


pwalker on DSK8KYBLC1PROD with PROPOSALS2
49200 Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 

First-class mail Target Percent 

on-time 

Single-Piece Letters/Postcards 

Overnight .......................................................................................................................................................... xx.x xx.x 

2-day ................................................................................................................................................................. xx.x xx.x 

3/4/5-day ........................................................................................................................................................... xx.x xx.x 

Bulk Letters/Postcards 

Overnight .......................................................................................................................................................... xx.x xx.x 

2-day ................................................................................................................................................................. xx.x xx.x 

3/4/5-day ........................................................................................................................................................... xx.x xx.x 

Flats 

Overnight .......................................................................................................................................................... xx.x xx.x 

2-day ................................................................................................................................................................. xx.x xx.x 

3/4/5-day ........................................................................................................................................................... xx.x xx.x 

Parcels 

Overnight .......................................................................................................................................................... xx.x xx.x 

2-day ................................................................................................................................................................. xx.x xx.x 

3/4/5-day ........................................................................................................................................................... xx.x xx.x 

Outbound Single-Piece First-Class Mail International ............................................................................................. xx.x xx.x 

Inbound Single-Piece First-Class Mail International ............................................................................................... xx.x xx.x 

B. Standard Mail On-Time Service 

Performance 

Standard mail Target Percent 

on-time 

High Density and Saturation Letters ....................................................................................................................... xx.x xx.x 

High Density and Saturation Flats/Parcels .............................................................................................................. xx.x xx.x 

Carrier Route ........................................................................................................................................................... xx.x xx.x 

Letters ...................................................................................................................................................................... xx.x xx.x 

Flats ......................................................................................................................................................................... xx.x xx.x 

Not Flat-Machinables (NFMs)/Parcels ..................................................................................................................... xx.x xx.x 

C. Periodicals On-Time Service 

Performance 

Periodicals Target Percent 

on-time 

Within County Periodicals ........................................................................................................................................ xx.x xx.x 

Outside County Periodicals ..................................................................................................................................... xx.x xx.x 

D. Package Services On-Time Service 

Performance 

Package services Target Percent 

on-time 

Single-Piece Parcel Post ......................................................................................................................................... xx.x xx.x 

Bound Printed Matter Flats ...................................................................................................................................... xx.x xx.x 

Bound Printed Matter Parcels ................................................................................................................................. xx.x xx.x 

Media Mail/Library Mail ............................................................................................................................................ xx.x xx.x 

Inbound Surface Parcel Post (at UPU rates) .......................................................................................................... xx.x xx.x 

E. Special Services Performance 

Special services Target Percent meeting target 

Ancillary Services .................................................................................................................................................... xx.x xx.x 

International Ancillary Services ............................................................................................................................... xx.x xx.x 

Address List Services .............................................................................................................................................. xx.x xx.x 

Caller Services ......................................................................................................................................................... xx.x xx.x 

Change of Address Credit Card Authentication ...................................................................................................... xx.x xx.x 

Confirm .................................................................................................................................................................... xx.x xx.x 

International Reply Coupon Service ........................................................................................................................ xx.x xx.x 

International Business Reply Mail Service .............................................................................................................. xx.x xx.x 


pwalker on DSK8KYBLC1PROD with PROPOSALS2
Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 49201 

Special services Target Percent meeting target 

Money Orders .......................................................................................................................................................... xx.x xx.x 

Post Office Box Service ........................................................................................................................................... xx.x xx.x 

Customized Postage ................................................................................................................................................ xx.x xx.x 

Stamp Fulfillment Services ...................................................................................................................................... xx.x xx.x 

Table VII–3—Illustrative Quarterly 

Report Data Reporting Charts 

A. First-Class Mail 

1. On-Time Service Performance 

First-class mail 

Overnight 

percent 

on-time 

2-day 

percent 

on-time 

3/4/5-day 

percent 

on-time 

Single-Piece Letters/Postcards 

Postal Administrative Area Level No. 1 ................................................................................ xx.x xx.x xx.x 

District a ......................................................................................................................... xx.x xx.x xx.x 

* * * * * * * 

District z ......................................................................................................................... xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ....................................................................................... xx.x xx.x xx.x 

District aa ....................................................................................................................... xx.x xx.x xx.x 

* * * * * * * 

District zz ....................................................................................................................... xx.x xx.x xx.x 

National ................................................................................................................................. xx.x xx.x xx.x 

Bulk Letters/Postcards 

Postal Administrative Area Level No. 1 ................................................................................ xx.x xx.x xx.x 

District a ......................................................................................................................... xx.x xx.x xx.x 

* * * * * * * 

District z ......................................................................................................................... xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ....................................................................................... xx.x xx.x xx.x 

District aa ....................................................................................................................... xx.x xx.x xx.x 

* * * * * * * 

District zz ....................................................................................................................... xx.x xx.x xx.x 

National ................................................................................................................................. xx.x xx.x xx.x 

Flats 

Postal Administrative Area Level No. 1 ................................................................................ xx.x xx.x xx.x 

District a ......................................................................................................................... xx.x xx.x xx.x 

* * * * * * * 

District z ......................................................................................................................... xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ....................................................................................... xx.x xx.x xx.x 

District aa ....................................................................................................................... xx.x xx.x xx.x 

* * * * * * * 

District zz ....................................................................................................................... xx.x xx.x xx.x 

National ................................................................................................................................. xx.x xx.x xx.x 

Parcels 

Postal Administrative Area Level No. 1 ................................................................................ xx.x xx.x xx.x 

District a ......................................................................................................................... xx.x xx.x xx.x 

* * * * * * * 

District z ......................................................................................................................... xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ....................................................................................... xx.x xx.x xx.x 

District aa ....................................................................................................................... xx.x xx.x xx.x 

* * * * * * * 

District zz ....................................................................................................................... xx.x xx.x xx.x 

National ................................................................................................................................. xx.x xx.x xx.x 


pwalker on DSK8KYBLC1PROD with PROPOSALS2
49202 Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 

First-class mail 

Composite 

percent 

on-time 

Outbound Single-Piece First-Class Mail International 

Postal Administrative Area Level No. 1 ........................................................................................................................................ xx.x 

* * * * * * * 

Postal Administrative Area Level n .............................................................................................................................................. xx.x 

National ......................................................................................................................................................................................... xx.x 

Inbound Single-Piece First-Class Mail International 

Postal Administrative Area Level No. 1 ........................................................................................................................................ xx.x 

* * * * * * * 

Postal Administrative Area Level n .............................................................................................................................................. xx.x 

National ......................................................................................................................................................................................... xx.x 

2. Mail Service Variance 

First-class mail 

Overnight (%) 2-day (%) 3/4/5-day (%) 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

Single-Piece Letters/Postcards 

Postal Administrative Area Level No. 1 ... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District a ............................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District z ............................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n .......... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District aa .......................................... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz .......................................... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

National .................................................... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

Bulk Letters/Postcards 

Postal Administrative Area Level No. 1 ... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District a ............................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District z ............................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n .......... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District aa .......................................... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz .......................................... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

National .................................................... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

Flats 

Postal Administrative Area Level No. 1 ... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District a ............................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District z ............................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n .......... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District aa .......................................... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz .......................................... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

National .................................................... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

2. Mail Service Variance 


pwalker on DSK8KYBLC1PROD with PROPOSALS2
Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 49203 

First-class mail 

Overnight (%) 2-day (%) 3/4/5-day (%) 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

Parcels 

Postal Administrative Area Level No. 1 ... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District a ............................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District z ............................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n .......... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District aa .......................................... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz .......................................... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

National .................................................... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

First-class mail 

Composite (%) 

Within +1 day Within +2 days Within +3 days 

Outbound Single-Piece First-Class Mail International 

Postal Administrative Area Level No. 1 ................................................................................ xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ....................................................................................... xx.x xx.x xx.x 

National ................................................................................................................................. xx.x xx.x xx.x 

Inbound Single-Piece First-Class Mail International 

Postal Administrative Area Level No. 1 ................................................................................ xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ....................................................................................... xx.x xx.x xx.x 

National ................................................................................................................................. xx.x xx.x xx.x 

B. Standard Mail On-Time Service 

Performance 

1. On-Time Service Performance 

Standard mail 

Destination entry End-to-end 

2-day 

through 4- 

day percent 

on-time 

5-day 

through 10- 

day percent 

on-time 

3-day 

through 5- 

day percent 

on-time 

6-day 

through 22- 

day percent 

on-time 

High Density and Saturation Letters 

Postal Administrative Area Level No. 1 .................................................................... xx.x xx.x xx.x xx.x 

District a ............................................................................................................. xx.x xx.x xx.x xx.x 

* * * * * * * 

District z ............................................................................................................. xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ........................................................................... xx.x xx.x xx.x xx.x 

District aa ........................................................................................................... xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz ........................................................................................................... xx.x xx.x xx.x xx.x 

National ..................................................................................................................... xx.x xx.x xx.x xx.x 

High Density and Saturation Flats/Parcels 

Postal Administrative Area Level No. 1 .................................................................... xx.x xx.x xx.x xx.x 

District a ............................................................................................................. xx.x xx.x xx.x xx.x 

* * * * * * * 

District z ............................................................................................................. xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ........................................................................... xx.x xx.x xx.x xx.x 

District aa ........................................................................................................... xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz ........................................................................................................... xx.x xx.x xx.x xx.x 


pwalker on DSK8KYBLC1PROD with PROPOSALS2
49204 Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 

Standard mail 

Destination entry End-to-end 

2-day 

through 4- 

day percent 

on-time 

5-day 

through 10- 

day percent 

on-time 

3-day 

through 5- 

day percent 

on-time 

6-day 

through 22- 

day percent 

on-time 

National ..................................................................................................................... xx.x xx.x xx.x xx.x 

Carrier Route 

Postal Administrative Area Level No. 1 .................................................................... xx.x xx.x xx.x xx.x 

District a ............................................................................................................. xx.x xx.x xx.x xx.x 

* * * * * * * 

District z ............................................................................................................. xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ........................................................................... xx.x xx.x xx.x xx.x 

District aa ........................................................................................................... xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz ........................................................................................................... xx.x xx.x xx.x xx.x 

National ..................................................................................................................... xx.x xx.x xx.x xx.x 

Standard mail 

Destination entry End-to-end 

2-day 

through 4- 

day percent 

on-time 

5-day 

through 10- 

day percent 

on-time 

3-day 

through 5- 

day percent 

on-time 

6-day 

through 22- 

day percent 

on-time 

Letters 

Postal Administrative Area Level No. 1 .................................................................... xx.x xx.x xx.x xx.x 

District a ............................................................................................................. xx.x xx.x xx.x xx.x 

* * * * * * * 

District z ............................................................................................................. xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ........................................................................... xx.x xx.x xx.x xx.x 

District aa ........................................................................................................... xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz ........................................................................................................... xx.x xx.x xx.x xx.x 

National ..................................................................................................................... xx.x xx.x xx.x xx.x 

Flats 

Postal Administrative Area Level No. 1 .................................................................... xx.x xx.x xx.x xx.x 

District a ............................................................................................................. xx.x xx.x xx.x xx.x 

* * * * * * * 

District z ............................................................................................................. xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ........................................................................... xx.x xx.x xx.x xx.x 

District aa ........................................................................................................... xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz ........................................................................................................... xx.x xx.x xx.x xx.x 

National ..................................................................................................................... xx.x xx.x xx.x xx.x 

Not Flat-Machinables (NFMs)/Parcels 

Postal Administrative Area Level No. 1 .................................................................... xx.x xx.x xx.x xx.x 

District a ............................................................................................................. xx.x xx.x xx.x xx.x 

* * * * * * * 

District z ............................................................................................................. xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ........................................................................... xx.x xx.x xx.x xx.x 

District aa ........................................................................................................... xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz ........................................................................................................... xx.x xx.x xx.x xx.x 

National ..................................................................................................................... xx.x xx.x xx.x xx.x 

2. Mail Service Variance 


pwalker on DSK8KYBLC1PROD with PROPOSALS2
Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 49205 

Standard mail 

Destination entry (%) End-to-end (%) 

2-day through 4-day 5-day through 10-day 3-day through 5-day 6-day through 22-day 

Within 

+1 day 

Within 

+2 

days 

Within 

+3 

days 

Within 

+1 day 

Within 

+2 

days 

Within 

+3 

days 

Within 

+1 day 

Within 

+2 

days 

Within 

+3 

days 

Within 

+1 day 

Within 

+2 

days 

Within 

+3 

days 

High Density and Saturation Letters 

Postal Administrative Area Level No. 1 ....... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District a ................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District z ................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ............. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District aa .............................................. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz .............................................. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

National ........................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

High Density and Saturation Flats/Parcels 

Postal Administrative Area Level No. 1 ....... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District a ................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District z ................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ............. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District aa .............................................. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz .............................................. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

National ........................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

Standard mail 

Destination entry (%) End-to-end (%) 

2-day through 4-day 5-day through 10-day 3-day through 5-day 6-day through 22-day 

Within 

+1 day 

Within 

+2 

days 

Within 

+3 

days 

Within 

+1 day 

Within 

+2 

days 

Within 

+3 

days 

Within 

+1 day 

Within 

+2 

days 

Within 

+3 

days 

Within 

+1 day 

Within 

+2 

days 

Within 

+3 

days 

Carrier Route 

Postal Administrative Area Level No. 1 ....... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District a ................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District z ................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ............. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District aa .............................................. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz .............................................. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

National ........................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

Letters 

Postal Administrative Area Level No. 1 ....... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District a ................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District z ................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ............. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District aa .............................................. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz .............................................. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

National ........................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

Standard mail 

Destination entry (%) End-to-end (%) 

2-day through 4-day 5-day through 10-day 3-day through 5-day 6-day through 22-day 

Within 

+1 day 

Within 

+2 

days 

Within 

+3 

days 

Within 

+1 day 

Within 

+2 

days 

Within 

+3 

days 

Within 

+1 day 

Within 

+2 

days 

Within 

+3 

days 

Within 

+1 day 

Within 

+2 

days 

Within 

+3 

days 

Flats 

Postal Administrative Area Level No. 1 ....... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District a ................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District z ................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 


pwalker on DSK8KYBLC1PROD with PROPOSALS2
49206 Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 

Standard mail 

Destination entry (%) End-to-end (%) 

2-day through 4-day 5-day through 10-day 3-day through 5-day 6-day through 22-day 

Within 

+1 day 

Within 

+2 

days 

Within 

+3 

days 

Within 

+1 day 

Within 

+2 

days 

Within 

+3 

days 

Within 

+1 day 

Within 

+2 

days 

Within 

+3 

days 

Within 

+1 day 

Within 

+2 

days 

Within 

+3 

days 

* * * * * * * 

Postal Administrative Area Level n ............. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District aa .............................................. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz .............................................. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

National ........................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

Not Flat-Machinables (NFMs)/Parcels 

Postal Administrative Area Level No. 1 ....... xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District a ................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District z ................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ............. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

District aa .............................................. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz .............................................. xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

National ........................................................ xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x xx.x 

C. Periodicals 

1. On-Time Service Performance 

Periodicals Composite percent on-time 

Within County Periodicals 

Postal Administrative Area Level No. 1 ................................................................................................................................... xx.x 

* * * * * * * 

Postal Administrative Area Level n .......................................................................................................................................... xx.x 

National ..................................................................................................................................................................................... xx.x 

Periodicals Destination entry 

percent on-time 

End-to-end percent on-time 

Outside County Periodicals 

Postal Administrative Area Level No. 1 .................................................................................................... xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n .......................................................................................................... xx.x xx.x 

National ..................................................................................................................................................... xx.x xx.x 

2. Mail Service Variance 

Periodicals 

Composite (%) 

Within +1 day Within +2 days Within +3 days 

Within County Periodicals 

Postal Administrative Area Level No. 1 ................................................................................ xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ....................................................................................... xx.x xx.x xx.x 

National ................................................................................................................................. xx.x xx.x xx.x 

Periodicals 

Destination entry (%) End-to-end (%) 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

Outside County Periodicals 

Postal Administrative Area Level No. 1 ........................................................ xx.x xx.x xx.x xx.x xx.x xx.x 


pwalker on DSK8KYBLC1PROD with PROPOSALS2
Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 49207 

Periodicals 

Destination entry (%) End-to-end (%) 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

* * * * * * * 

Postal Administrative Area Level n ............................................................... xx.x xx.x xx.x xx.x xx.x xx.x 

National .......................................................................................................... xx.x xx.x xx.x xx.x xx.x xx.x 

D. Package Services On-Time Service 

Performance 

1. On-Time Service Performance 

Package services 

2-day 

through 

4-day 

percent on-time 

5-day 

through 

20-day 

percent on-time 

Single-Piece Parcel Post 

Postal Administrative Area Level No. 1 .................................................................................................... xx.x xx.x 

District a ............................................................................................................................................. xx.x xx.x 

* * * * * * * 

District z ............................................................................................................................................. xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n .......................................................................................................... xx.x xx.x 

District aa ........................................................................................................................................... xx.x xx.x 

* * * * * * * 

District zz ........................................................................................................................................... xx.x xx.x 

National ..................................................................................................................................................... xx.x xx.x 

Package services Destination entry 

percent on-time 

End-to-end 

percent on-time 

Bound Printed Matter Flats 

Postal Administrative Area Level No. 1 .................................................................................................... xx.x xx.x 

District a ............................................................................................................................................. xx.x xx.x 

* * * * * * * 

District z ............................................................................................................................................. xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n .......................................................................................................... xx.x xx.x 

District aa ........................................................................................................................................... xx.x xx.x 

* * * * * * * 

District zz ........................................................................................................................................... xx.x xx.x 

National ..................................................................................................................................................... xx.x xx.x 

Bound Printed Matter Parcels 

Postal Administrative Area Level No. 1 .................................................................................................... xx.x xx.x 

District a ............................................................................................................................................. xx.x xx.x 

* * * * * * * 

District z ............................................................................................................................................. xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n .......................................................................................................... xx.x xx.x 

District aa ........................................................................................................................................... xx.x xx.x 

* * * * * * * 

District zz ........................................................................................................................................... xx.x xx.x 

National ..................................................................................................................................................... xx.x xx.x 

Media Mail/Library Mail 

Postal Administrative Area Level No. 1 .................................................................................................... xx.x xx.x 

District a ............................................................................................................................................. xx.x xx.x 

* * * * * * * 

District z ............................................................................................................................................. xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n .......................................................................................................... xx.x xx.x 

District aa ........................................................................................................................................... xx.x xx.x 


pwalker on DSK8KYBLC1PROD with PROPOSALS2
49208 Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 

Package services Destination entry 

percent on-time 

End-to-end 

percent on-time 

* * * * * * * 

District zz ........................................................................................................................................... xx.x xx.x 

National ..................................................................................................................................................... xx.x xx.x 

Package services Composite 

percent on-time 

Inbound Surface Parcel Post (at UPU rates) 

Postal Administrative Area Level No. 1 ................................................................................................................................... xx.x 

* * * * * * * 

Postal Administrative Area Level n .......................................................................................................................................... xx.x 

National ..................................................................................................................................................................................... xx.x 

2. Mail Service Variance 

Package services 

2-day through 4-day (%) 5-day through 20-day (%) 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

Single-Piece Parcel Post 

Postal Administrative Area Level No. 1 .................... xx.x xx.x xx.x xx.x xx.x xx.x 

District a ............................................................. xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District z .............................................................. xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ........................... xx.x xx.x xx.x xx.x xx.x xx.x 

District aa ........................................................... xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz ............................................................ xx.x xx.x xx.x xx.x xx.x xx.x 

National ...................................................................... xx.x xx.x xx.x xx.x xx.x xx.x 

Package services 

Destination entry (%) End-to-end (%) 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

Bound Printed Matter Flats 

Postal Administrative Area Level No. 1 .................... xx.x xx.x xx.x xx.x xx.x xx.x 

District a ............................................................. xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District z .............................................................. xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ........................... xx.x xx.x xx.x xx.x xx.x xx.x 

District aa ........................................................... xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz ............................................................ xx.x xx.x xx.x xx.x xx.x xx.x 

National ...................................................................... xx.x xx.x xx.x xx.x xx.x xx.x 

Bound Printed Matter Parcels 

Postal Administrative Area Level No. 1 .................... xx.x xx.x xx.x xx.x xx.x xx.x 

District a ............................................................. xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District z .............................................................. xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ........................... xx.x xx.x xx.x xx.x xx.x xx.x 

District aa ........................................................... xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz ............................................................ xx.x xx.x xx.x xx.x xx.x xx.x 

National ...................................................................... xx.x xx.x xx.x xx.x xx.x xx.x 

Media Mail/Library Mail 

Postal Administrative Area Level 1 ........................... xx.x xx.x xx.x xx.x xx.x xx.x 

District a ............................................................. xx.x xx.x xx.x xx.x xx.x xx.x 


pwalker on DSK8KYBLC1PROD with PROPOSALS2
Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 49209 

Package services 

Destination entry (%) End-to-end (%) 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

* * * * * * * 

District z .............................................................. xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ........................... xx.x xx.x xx.x xx.x xx.x xx.x 

District aa ........................................................... xx.x xx.x xx.x xx.x xx.x xx.x 

* * * * * * * 

District zz ............................................................ xx.x xx.x xx.x xx.x xx.x xx.x 

National ...................................................................... xx.x xx.x xx.x xx.x xx.x xx.x 

2. Mail Service Variance 

Package services 

Composite (%) 

Within 

+1 day 

Within 

+2 days 

Within 

+3 days 

Inbound Surface Parcel Post (at UPU rates) 

Postal Administrative Area Level No. 1 ................................................................................ xx.x xx.x xx.x 

* * * * * * * 

Postal Administrative Area Level n ....................................................................................... xx.x xx.x xx.x 

National ................................................................................................................................. xx.x xx.x xx.x 

E. Special Services Performance 

Special services % Meeting 

target 1

Ancillary Services ................................................................................................................................................................................ xx.x 

Certified Mail ................................................................................................................................................................................. xx.x 

Return Receipt (electronic) ........................................................................................................................................................... xx.x 

Return Receipt (green card) ......................................................................................................................................................... xx.x 

Number of seed mailpieces .................................................................................................................................................. x (number of 

mailpieces) 

Green cards properly completed and returned ..................................................................................................................... xx.x (%) 

Green cards not properly completed, but returned ............................................................................................................... xx.x (%) 

Mailpieces returned without green card signature ................................................................................................................ xx.x (%) 

Delivery Confirmation ................................................................................................................................................................... xx.x 

Insurance ...................................................................................................................................................................................... xx.x 

All other Ancillary Services combined .......................................................................................................................................... xx.x 

International Ancillary Services ........................................................................................................................................................... xx.x 

Address List Services .......................................................................................................................................................................... xx.x 

Caller Services ..................................................................................................................................................................................... xx.x 

Change of Address Credit Card Authentication .................................................................................................................................. xx.x 

Confirm ................................................................................................................................................................................................ xx.x 

International Reply Coupon Service .................................................................................................................................................... xx.x 

International Business Reply Mail Service .......................................................................................................................................... xx.x 

Money Orders ...................................................................................................................................................................................... xx.x 

Post Office Box Service 

Postal Administrative Area Level No. 1 ........................................................................................................................................ xx.x 

District a ................................................................................................................................................................................ x.xx 

* * * * * * * 

District z ................................................................................................................................................................................. x.xx 

* * * * * * * 

Postal Administrative Area Level n .............................................................................................................................................. x.xx 

District aa .............................................................................................................................................................................. x.xx 

* * * * * * * 

District z ................................................................................................................................................................................. x.xx 

National ......................................................................................................................................................................................... x.xx 

Customized Postage ............................................................................................................................................................................ xx.x 

Stamp Fulfillment Services .................................................................................................................................................................. xx.x 

1 % Meeting Target except where noted. 


pwalker on DSK8KYBLC1PROD with PROPOSALS2
49210 Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 

Table VII–4—Illustrative Customer 

Satisfaction Data Reporting Charts 

Post offices, stations and branches 

Facilities (number) Emergency suspensions (number) 

Beginning of 

fiscal year 

End of fiscal 

year 

Closed during 

the fiscal year 

In effect at 

beginning of 

fiscal year 

In effect at 

end of fiscal 

year 

Initiated during 

the fiscal year 

Post Offices: 

Postal Administrative Area Level No. 

1 ..................................................... x x x x x x 

* * * * * * * 

Postal Administrative Area Level n ... x x x x x x 

National .............................................. x x x x x x 

Classified Stations, Branches, and Carrier 

Annexes: 

Postal Administrative Area Level No. 

1 ..................................................... x x x x x x 

* * * * * * * 

Postal Administrative Area Level n ... x x x x x x 

National .............................................. x x x x x x 

Contract Postal Units: 

Postal Administrative Area Level No. 

1 ..................................................... x x x x x x 

* * * * * * * 

Postal Administrative Area Level n ... x x x x x x 

National .............................................. x x x x x x 

Community Post Offices: 

Postal Administrative Area Level No. 

1 ..................................................... x x x x x x 

* * * * * * * 

Postal Administrative Area Level n ... x x x x x x 

National .............................................. x x x x x x 

Residential delivery points 

Beginning of 

fiscal year 

(number) 

End of 

fiscal year 

(number) 

City Delivery: 

Postal Administrative Area Level No. 1 ............................................................................................................ x x 

* * * * * * * 

Postal Administrative Area Level n .................................................................................................................. x x 

National ............................................................................................................................................................. x x 

Rural: 

Postal Administrative Area Level No. 1 ............................................................................................................ x x 

* * * * * * * 

Postal Administrative Area Level n .................................................................................................................. x x 

National ............................................................................................................................................................. x x 

P.O. Box: 

Postal Administrative Area Level No. 1 ............................................................................................................ x x 

* * * * * * * 

Postal Administrative Area Level n .................................................................................................................. x x 

National ............................................................................................................................................................. x x 

Highway Contract: 

Postal Administrative Area Level No. 1 ............................................................................................................ x x 

* * * * * * * 

Postal Administrative Area Level n .................................................................................................................. x x 

National ............................................................................................................................................................. x x 

Business delivery points 

Beginning of 

fiscal year 

(number) 

End of 

fiscal year 

(number) 

City Delivery: 

Postal Administrative Area Level No. 1 ............................................................................................................ x x 


pwalker on DSK8KYBLC1PROD with PROPOSALS2
Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 49211 

Business delivery points 

Beginning of 

fiscal year 

(number) 

End of 

fiscal year 

(number) 

* * * * * * * 

Postal Administrative Area Level n .................................................................................................................. x x 

National ............................................................................................................................................................. x x 

Rural: 

Postal Administrative Area Level No. 1 ............................................................................................................ x x 

* * * * * * * 

Postal Administrative Area Level n .................................................................................................................. x x 

National ............................................................................................................................................................. x x 

P.O. Box: 

Postal Administrative Area Level No. 1 ............................................................................................................ x x 

* * * * * * * 

Postal Administrative Area Level n .................................................................................................................. x x 

National ............................................................................................................................................................. x x 

Highway Contract: 

Postal Administrative Area Level No. 1 ............................................................................................................ x x 

* * * * * * * 

Postal Administrative Area Level n .................................................................................................................. x x 

National ............................................................................................................................................................. x x 

Collection boxes 

Beginning of 

fiscal year 

(number) 

End of fiscal 

year 

(number) 

Removed during fiscal year 

(number) 

Added during 

fiscal year 

(number) 

Postal Administrative Area Level No. 1 ........................................................... x x x x 

* * * * * * * 

Postal Administrative Area Level n .................................................................. x x x x 

National ............................................................................................................ x x x x 

Wait time in line 

Beginning of 

fiscal year 

(minutes) 

End of first 

quarter 

(minutes) 

End of second 

quarter 

(minutes) 

End of third 

quarter 

(minutes) 

End of fiscal 

year 

(minutes) 

Postal Administrative Area Level No. 1 ............................... x x x x x 

* * * * * * * 

Postal Administrative Area Level n ...................................... x x x x x 

National ................................................................................. x x x x x 

VIII. Designation of Public 

Representatives 

Pursuant to 39 U.S.C. 505, Emmett 

Rand Costich and James Callow are 

designated as the Public Representatives 

in this proceeding to represent the 

interests of the general public. 

IX. Solicitation of Comments 

Interested persons are invited to 

comment on the rules proposed in this 

rulemaking. Comments are due no later 

than 30 days after publication of this 

Order in the Federal Register. Reply 

comments are due no later than 60 days 

after publication of this Order in the 

Federal Register. 

X. Ordering Paragraphs 

It is ordered: 

1. The Commission proposes to 

amend its rules of practice and 

procedure by adding new part 3055— 

Service Performance and Customer 

Satisfaction Reporting. This part is 

subdivided into Subpart A—Annual 

Reporting of Service Performance 

Achievements, Subpart B—Periodic 

Reporting of Service Performance 

Achievements, and Subpart C—Annual 

Reporting of Customer Satisfaction. 

2. Docket No. RM2009–11 is 

established to consider the above 

changes to the Commission’s rules of 

practice and procedure. 

3. Interested persons may file initial 

comments no later than 30 days after 

publication of this order in the Federal 

Register. 

4. Interested persons may file reply 

comments no later than 60 days after 

publication of this order in the Federal 

Register. 

5. Pursuant to 39 U.S.C. 505, Emmett 

Rand Costich and James Callow are 

designated as the Public Representatives 

in this proceeding to represent the 

interests of the general public. 

6. The Secretary shall arrange for 

publication of this order in the Federal 

Register. 

List of Subjects in 39 CFR Part 3055 

Administrative practice and 

procedure, Postal Service, Reporting 

and recordkeeping requirements. 

By the Commission. 

Shoshana M. Grove, 

Secretary. 

For the reasons stated in the 

preamble, under the authority at 39 

U.S.C. 503, the Postal Regulatory 

Commission proposes to amend 39 CFR 

chapter III by adding part 3055 to read 

as follows: 

PART 3055—SERVICE 

PERFORMANCE AND CUSTOMER 

SATISFACTION REPORTING 

Sec. 

3055.1 Annual reporting of service 

performance achievements. 

3055.2 Contents of the annual report of 

service performance achievements. 

3055.3 Reporting exceptions. 

3055.4 Internal measurement systems. 


pwalker on DSK8KYBLC1PROD with PROPOSALS2
49212 Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 

3055.5 Changes to measurement systems, 

service standards, service goals or 

reporting methodologies. 

3055.6 Addition of new market dominant 

products or changes to existing market 

dominant products. 

3055.7 Special study. 

3055.8 [Reserved] 

3055.9 [Reserved] 

3055.10 [Reserved] 

3055.11 [Reserved] 

3055.12 [Reserved] 

3055.13 [Reserved] 

3055.14 [Reserved] 

3055.15 [Reserved] 

3055.16 [Reserved] 

3055.17 [Reserved] 

3055.18 [Reserved] 

3055.19 [Reserved] 

3055.20 First-Class Mail. 

3055.21 Standard Mail. 

3055.22 Periodicals. 

3055.23 Package Services. 

3055.24 Special Services. 

3055.25 Nonpostal products [Reserved] 

3055.26 [Reserved] 

3055.27 [Reserved] 

3055.28 [Reserved] 

3055.29 [Reserved] 

3055.30 Periodic reporting of service 

performance achievements. 

3055.31 Contents of the Quarterly Report of 

service performance achievements. 

3055.32 Measurement systems using a 

delivery factor. 

3055.33 [Reserved] 

3055.34 [Reserved] 

3055.35 [Reserved] 

3055.36 [Reserved] 

3055.37 [Reserved] 

3055.38 [Reserved] 

3055.39 [Reserved] 

3055.40 [Reserved] 

3055.41 [Reserved] 

3055.42 [Reserved] 

3055.43 [Reserved] 

3055.44 [Reserved] 

3055.45 First-Class Mail. 

3055.46 [Reserved] 

3055.47 [Reserved] 

3055.48 [Reserved] 

3055.49 [Reserved] 

3055.50 Standard Mail. 

3055.51 [Reserved] 

3055.52 [Reserved] 

3055.53 [Reserved] 

3055.54 [Reserved] 

3055.55 Periodicals. 

3055.56 [Reserved] 

3055.57 [Reserved] 

3055.58 [Reserved] 

3055.59 [Reserved] 

3055.60 Package Services. 

3055.61 [Reserved] 

3055.62 [Reserved] 

3055.63 [Reserved] 

3055.64 [Reserved] 

3055.65 Special Services. 

3055.66 [Reserved] 

3055.67 [Reserved] 

3055.68 [Reserved] 

3055.69 [Reserved] 

3055.70 Nonpostal products [Reserved] 

3055.71 [Reserved] 

3055.72 [Reserved] 

3055.73 [Reserved] 

3055.74 [Reserved] 

3055.75 [Reserved] 

3055.76 [Reserved] 

3055.77 [Reserved] 

3055.78 [Reserved] 

3055.79 [Reserved] 

3055.80 [Reserved] 

3055.81 [Reserved] 

3055.82 [Reserved] 

3055.83 [Reserved] 

3055.84 [Reserved] 

3055.85 [Reserved] 

3055.86 [Reserved] 

3055.87 [Reserved] 

3055.88 [Reserved] 

3055.89 [Reserved] 

3055.90 Reporting of customer satisfaction. 

3055.91 Consumer access to postal services. 

3055.92 Customer Satisfaction Surveys. 

3055.93 Mystery Shopper Program. 

Authority: 39 U.S.C. 503; 3651, 3652. 

PART 3055—SERVICE 

PERFORMANCE AND CUSTOMER 

SATISFACTION REPORTING 

Subpart A—Annual Reporting of 

Service Performance Achievements 

§ 3055.1 Annual reporting of service 

performance achievements. 

For each market dominant product 

specified in the Mail Classification 

Schedule in part 3020, appendix A to 

subpart A of part 3020 of this chapter, 

the Postal Service shall file a report as 

part of the section 3652 report 

addressing service performance 

achievements for the preceding fiscal 

year. 

§ 3055.2 Contents of the annual report of 

service performance achievements. 

(a) The items in paragraphs (b) 

through (j) of this section shall be 

included in the annual report of service 

performance achievements. 

(b) The class or group-specific 

reporting requirements specified in 

§§ 3055.20 through 3055.25. 

(c) The applicable service standard(s) 

for each product. 

(d) The applicable service goal(s) for 

each product. 

(e) A description of the measurement 

system for each product, including: 

(1) A description of what is being 

measured; 

(2) A description of the system used 

to obtain each measurement; 

(3) A description of the methodology 

used to develop reported data from 

measured data; 

(4) A description of any changes to 

the measurement system or data 

reporting methodology implemented 

within the reported fiscal year; and 

(5) Where proxies are used, a 

description of and justification for the 

use of each proxy. 

(f) A description of the statistical 

validity and reliability of the results for 

each measured product. 

(g) A description of how the sampled 

data represents the national geographic 

mail characteristics or behavior of the 

product. 

(h) The identification of each product, 

or component of a product, granted an 

exception from reporting pursuant to 

§ 3055.3, and a certification that the 

rationale for originally granting the 

exception remains valid. 

(i) Documentation showing how data 

reported at a given level of aggregation 

were derived from data reported at the 

next level of aggregation. Such 

documentation shall be in electronic 

format with all data links preserved. It 

shall show all formulas used, including 

volumes and other weighting factors. 

(j) For each product, documentation 

showing how the reports required by 

subpart A of this part were derived from 

the reports required by subpart B of this 

part. Such documentation shall be in 

electronic format with all data links 

preserved. It shall show all formulas 

used, including volumes and other 

weighting factors. 

§ 3055.3 Reporting exceptions. 

(a) The Postal Service may petition 

the Commission to request that a 

product, or component of a product, be 

excluded from reporting, provided the 

Postal Service demonstrates that: 

(1) The cost of implementing a 

measurement system would be 

prohibitive in relation to the revenue 

generated by the product, or component 

of a product; 

(2) The product, or component of a 

product, defies meaningful 

measurement; or 

(3) The product, or component of a 

product, is in the form of a negotiated 

service agreement with substantially all 

components of the agreement included 

in the measurement of other products. 

(b) The Postal Service shall identify 

each product or component of a product 

granted an exception in each report 

required under subparts A or B of this 

part, and certify that the rationale for 

originally granting the exception 

remains valid. 

§ 3055.4 Internal measurement systems. 

Service performance measurements 

obtained from internal measurement 

systems or hybrid measurement systems 

(which are defined as systems that rely 

on both an internal and an external 

measurement component) shall not be 

used to comply with any reporting 

requirement under subparts A or B of 

this part without prior Commission 

approval. 


pwalker on DSK8KYBLC1PROD with PROPOSALS2
Federal Register / Vol. 74, No. 185 / Friday, September 25, 2009 / Proposed Rules 49213 

§ 3055.5 Changes to measurement 

systems, service standards, service goals 

or reporting methodologies. 

The Postal Service shall file notice 

with the Commission describing all 

changes to measurement systems, 

service standards, service goals or 

reporting methodologies, including the 

use of proxies for reporting service 

performance, 30 days prior to planned 

implementation. The Commission may 

initiate a proceeding to consider such 

changes if it appears that the changes 

might have a material impact on the 

accuracy, reliability, or utility of the 

reported measurement, or if the changes 

might have a material impact on the 

characteristics of the underlying 

product. 

§ 3055.6 Addition of new market dominant 

products or changes to existing market 

dominant products. 

Whenever the Postal Service proposes 

the addition of a new market dominant 

product or a change to an existing 

market dominant product, it also shall 

propose new or revised (as necessary) 

service performance measurement 

systems, service standards, service 

goals, data reporting elements, and data 

reporting methodologies. 

§ 3055.7 Special study. 

Included in the second section 3652 

report due after this rule becomes final, 

and every 2 years thereafter, the Postal 

Service shall provide a report, by class 

of mail, on delivery performance to 

remote areas of the Alaska, Caribbean, 

and Honolulu districts. 

§ 3055.8 [Reserved] 

§ 3055.9 [Reserved] 

§ 3055.10 [Reserved] 

§ 3055.11 [Reserved] 

§ 3055.12 [Reserved] 

§ 3055.13 [Reserved] 

§ 3055.14 [Reserved] 

§ 3055.15 [Reserved] 

§ 3055.16 [Reserved] 

§ 3055.17 [Reserved] 

§ 3055.18 [Reserved] 

§ 3055.19 [Reserved] 

§ 3055.20 First-Class Mail. 

(a) Single-Piece Letters/Postcards, 

Bulk Letters/Postcards, Flats, and 

Parcels. For each of the Single-Piece 

Letters/Postcards, Bulk Letters/ 

Postcards, Flats, and Parcels products 

within the First-Class Mail class, report 

the on-time service performance (as a 

percentage rounded to one decimal 

place), disaggregated by mail subject to 

the overnight, 2-day, and 3/4/5-day 

service standards. 

(b) Outbound Single-Piece First-Class 

Mail International and Inbound SinglePiece First-Class Mail International. For 

each of the Outbound Single-Piece FirstClass Mail International and Inbound 

Single-Piece First-Class Mail 

International products within the FirstClass Mail class, report the on-time 

service performance (as a percentage 

rounded to one decimal place). 

§ 3055.21 Standard Mail. 

For each product within the Standard 

Mail class, report the on-time service 

performance (as a percentage rounded to 

one decimal place). 

§ 3055.22 Periodicals. 

For each product within the 

Periodicals class, report the on-time 

service performance (as a percentage 

rounded to one decimal place). 

§ 3055.23 Package Services. 

For each product within the Package 

Services class, report the on-time 

service performance (as a percentage 

rounded to one decimal place). 

§ 3055.24 Special Services. 

For each product within the Special 

Services group, report the percentage of 

time (rounded to one decimal place) 

that each product meets or exceeds its 

service standard. 

§ 3055.25 Nonpostal products [Reserved] 

§ 3055.26 [Reserved] 

§ 3055.27 [Reserved] 

§ 3055.28 [Reserved] 

§ 3055.29 [Reserved] 

Subpart B—Periodic Reporting of 

Service Performance Achievements 

§ 3055.30 Periodic reporting of service 

performance achievements. 

For each market dominant product 

specified in the Mail Classification 

Schedule in part 3020, appendix A to 

subpart A of part 3020 of this chapter, 

the Postal Service shall file a Quarterly 

Report with the Commission addressing 

service performance achievements for 

the preceding fiscal quarter (within 40 

days of the close of each fiscal quarter). 

§ 3055.31 Contents of the Quarterly Report 

of service performance achievements. 

(a) The items in paragraphs (b) 

through (e) of this section shall be 

included in the quarterly report of 

service performance achievements. 

(b) The class or group-specific 

reporting items specified in §§ 3055.45 

through 3055.70. 

(c) The identification of each product, 

or component of a product, granted an 

exception from reporting pursuant to 

§ 3055.3, and a certification that the 

rationale for originally granting the 

exception remains valid. 

(d) Documentation showing how data 

reported at a given level of aggregation 

were derived from data reported at the 

next level of aggregation. Such 

documentation shall be in electronic 

format with all data links preserved. It 

shall show all formulas used, including 

volumes and other weighting factors. 

(e) A year-to-date aggregation of each 

data item provided in each Quarterly 

Report due for the reported fiscal year, 

where applicable, including volumes 

and other weighting factors provided in 

electronic format, with formulas shown 

and data links preserved to allow 

traceability to individual Quarterly 

Reports. 

§ 3055.32 Measurement systems using a 

delivery factor. 

For measurements that include a 

delivery factor, the duration of the 

delivery factor also shall be presented 

independent of the total measurement. 

§ 3055.33 [Reserved] 

§ 3055.34 [Reserved] 

§ 3055.35 [Reserved] 

§ 3055.36 [Reserved] 

§ 3055.37 [Reserved] 

§ 3055.38 [Reserved] 

§ 3055.39 [Reserved] 

§ 3055.40 [Reserved] 

§ 3055.41 [Reserved] 

§ 3055.42 [Reserved] 

§ 3055.43 [Reserved] 

§ 3055.44 [Reserved] 

§ 3055.45 First-Class Mail. 

(a) Single-Piece Letters/Postcards, 

Bulk Letters/Postcards, Flats, and 

Parcels. For each of the Single-Piece 

Letters/Postcards, Bulk Letters/ 

Postcards, Flats, and Parcels products 

within the First-Class Mail class, report 

the: 

(1) On-time service performance (as a 

percentage rounded to one decimal 

place), disaggregated by mail subject to 

the overnight, 2-day, and 3/4/5-day 

service standards, provided at the 

District, Postal Administrative Area, and 

National levels; and 


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(2) Service variance (as a percentage 

rounded to one decimal place) for mail 

delivered within +1 day, +2 days, and 

+3 days of its applicable service 

standard, disaggregated by mail subject 

to the overnight, 2-day, and 3/4/5-day 

service standards, provided at the 

District, Postal Administrative Area, and 

National levels. 

(b) Outbound Single-Piece First-Class 

Mail International and Inbound SinglePiece First-Class Mail International. For 

each of the Outbound Single-Piece FirstClass Mail International and Inbound 

Single-Piece First-Class Mail 

International products within the FirstClass Mail class, report the: 

(1) On-time service performance (as a 

percentage rounded to one decimal 

place), provided at the Postal 

Administrative Area and National 

levels; and 

(2) Service variance (as a percentage 

rounded to one decimal place) for mail 

delivered within +1 day, +2 days, and 

+3 days of its applicable service 

standard, provided at the Postal 

Administrative Area and National 

levels. 

§ 3055.46 [Reserved] 

§ 3055.47 [Reserved] 

§ 3055.48 [Reserved] 

§ 3055.49 [Reserved] 

§ 3055.50 Standard Mail. 

(a) For each product within the 

Standard Mail class, report the on-time 

service performance (as a percentage 

rounded to one decimal place), 

disaggregated by the Destination Entry 

(2-day through 4-day), Destination Entry 

(5-day through 10-day), End-to-End (3- 

day through 5-day), and End-to-End (6- 

day through 22-day) entry mail/service 

standards, provided at the District, 

Postal Administrative Area, and 

National levels. 

(b) For each product within the 

Standard Mail class, report the service 

variance (as a percentage rounded to 

one decimal place) for mail delivered 

within +1 day, +2 days, and +3 days of 

its applicable service standard, 

disaggregated by the Destination Entry 

(2-day through 4-day), Destination Entry 

(5-day through 10-day), End-to-End (3- 

day through 5-day), and End-to-End (6- 

day through 22-day) entry mail/service 

standards, provided at the District, 

Postal Administrative Area, and 

National levels. 

§ 3055.51 [Reserved] 

§ 3055.52 [Reserved] 

§ 3055.53 [Reserved] 

§ 3055.54 [Reserved] 

§ 3055.55 Periodicals. 

(a) Within County Periodicals. For the 

Within County Periodicals product 

within the Periodicals class, report the: 

(1) On-time service performance (as a 

percentage rounded to one decimal 

place), provided at the Postal 

Administrative Area and National 

levels; and 

(2) Service variance (as a percentage 

rounded to one decimal place) for mail 

delivered within +1 day, +2 days, and 

+3 days of its applicable service 

standard, provided at the Postal 

Administrative Area and National 

levels. 

(b) Outside County Periodicals. For 

the Outside County Periodicals product 

within the Periodicals class, report the: 

(1) On-time service performance (as a 

percentage rounded to one decimal 

place), disaggregated by the Destination 

Entry and End-to-End entry mail, 

provided at the Postal Administrative 

Area and National levels; and 

(2) Service variance (as a percentage 

rounded to one decimal place) for mail 

delivered within +1 day, +2 days, and 

+3 days of its applicable service 

standard, disaggregated by the 

Destination Entry and End-to-End entry 

mail, provided at the Postal 

Administrative Area and National 

levels. 

§ 3055.56 [Reserved] 

§ 3055.57 [Reserved] 

§ 3055.58 [Reserved] 

§ 3055.59 [Reserved] 

§ 3055.60 Package Services. 

(a) Single-Piece Parcel Post. For the 

Single-Piece Parcel Post product within 

the Package Services class, report the: 

(1) On-time service performance (as a 

percentage rounded to one decimal 

place), disaggregated by mail subject to 

the 2-day through 4-day and 5-day 

through 20-day service standards, 

provided at the District, Postal 

Administrative Area, and National 

levels; and 

(2) Service variance (as a percentage 

rounded to one decimal place) for mail 

delivered within +1 day, +2 days, and 

+3 days of its applicable service 

standard, disaggregated by mail subject 

to the 2-day through 4-day and 5-day 

through 20-day service standards, 

provided at the District, Postal 

Administrative Area, and National 

levels. 

(b) Bound Printed Matter Flats, Bound 

Printed Matter Parcels, and Media Mail/ 

Library Mail. For each of the Bound 

Printed Matter Flats, Bound Printed 

Matter Parcels, and Media Mail/Library 

Mail products within the Package 

Services class, report the: 

(1) On-time service performance (as a 

percentage rounded to one decimal 

place), disaggregated by the Destination 

Entry and End-to-End entry mail, 

provided at the District, Postal 

Administrative Area, and National 

levels; and 

(2) Service variance (as a percentage 

rounded to one decimal place) for mail 

delivered within +1 day, +2 days, and 

+3 days of its applicable service 

standard, disaggregated by the 

Destination Entry and End-to-End entry 

mail, provided at the District, Postal 

Administrative Area, and National 

levels. 

(c) Inbound Surface Parcel Post (at 

UPU rates). For the Inbound Surface 

Parcel Post (at UPU rates) product 

within the Package Services class, report 

the: 

(1) On-time service performance (as a 

percentage rounded to one decimal 

place), provided at the Postal 

Administrative Area and National 

levels; and 

(2) Service variance (as a percentage 

rounded to one decimal place) for mail 

delivered within +1 day, +2 days, and 

+3 days of its applicable service 

standard, provided at the Postal 

Administrative Area and National 

levels. 

§ 3055.61 [Reserved] 

§ 3055.62 [Reserved] 

§ 3055.63 [Reserved] 

§ 3055.64 [Reserved] 

§ 3055.65 Special Services. 

(a) For each product within the 

Special Services group, report the 

percentage of time (rounded to one 

decimal place) that each product meets 

or exceeds its service standard, 

provided at the National level. 

(b) Additional reporting for Ancillary 

Services. For the Certified Mail, 

electronic Return Receipt, Delivery 

Confirmation, Insurance, and an 

aggregation of all other services within 

the Ancillary Services product, 

individually report the percentage of 

time (rounded to one decimal place) 

that each service meets or exceeds its 

service standard. For green card Return 

Receipt report: 

(1) The number of EXFC seed 

mailpieces sent; 


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(2) The percentage of green cards 

properly completed and returned; 

(3) The percentage of green cards not 

properly completed, but returned; 

(4) The percentage of mailpieces 

returned without a green card signature; 

and 

(5) The percentage of the time the 

service meets or exceeds its overall 

service standard. 

(c) Additional reporting for Post 

Office Box Service. For Post Office Box 

Service, report the percentage of time 

(rounded to one decimal place) that the 

product meets or exceeds its service 

standard, provided at the District and 

Postal Administrative Area levels. 

§ 3055.66 [Reserved] 

§ 3055.67 [Reserved] 

§ 3055.68 [Reserved] 

§ 3055.69 [Reserved] 

§ 3055.70 Nonpostal products [Reserved] 

§ 3055.71 [Reserved] 

§ 3055.72 [Reserved] 

§ 3055.73 [Reserved] 

§ 3055.74 [Reserved] 

§ 3055.75 [Reserved] 

§ 3055.76 [Reserved] 

§ 3055.77 [Reserved] 

§ 3055.78 [Reserved] 

§ 3055.79 [Reserved] 

§ 3055.80 [Reserved] 

§ 3055.81 [Reserved] 

§ 3055.82 [Reserved] 

§ 3055.83 [Reserved] 

§ 3055.84 [Reserved] 

§ 3055.85 [Reserved] 

§ 3055.86 [Reserved] 

§ 3055.87 [Reserved] 

§ 3055.88 [Reserved] 

§ 3055.89 [Reserved] 

Subpart C—Reporting of Customer 

Satisfaction 

§ 3055.90 Reporting of customer 

satisfaction. 

For each market dominant product 

specified in the Mail Classification 

Schedule in part 3020, appendix A to 

subpart A of part 3020 of this chapter, 

the Postal Service shall file a report as 

part of the section 3652 report, unless a 

more frequent filing is specifically 

indicated, addressing customer 

satisfaction achievements for the 

preceding fiscal year. The report shall 

include, at a minimum, the specific 

reporting requirements presented in 

§§ 3055.91 through 3055.93. 

§ 3055.91 Consumer access to postal 

services. 

(a) The following information 

pertaining to post offices shall be 

reported, disaggregated by type of post 

office facility, and provided at the Postal 

Administrative Area and National 

levels: 

(1) The number of post offices at the 

beginning of the reported fiscal year; 

(2) The number of post offices at the 

end of the reported fiscal year; 

(3) The number of post office closings 

in the reported fiscal year; 

(4) The number of post office 

emergency suspensions in effect at the 

beginning of the reported fiscal year; 

(5) The number of post office 

emergency suspensions in the reported 

fiscal year; and 

(6) The number of post office 

emergency suspensions in effect at the 

end of the reported fiscal year. 

(b) The following information 

pertaining to delivery points shall be 

reported, disaggregated by delivery 

point type, provided at the Postal 

Administrative Area and National 

levels: 

(1) The number of residential delivery 

points at the beginning of the reported 

fiscal year; 

(2) The number of residential delivery 

points at the end of the reported fiscal 

year; 

(3) The number of business delivery 

points at the beginning of the reported 

fiscal year; and 

(4) The number of business delivery 

points at the end of the reported fiscal 

year. 

(c) The following information 

pertaining to collection boxes shall be 

reported, provided at the Postal 

Administrative Area and National 

levels: 

(1) The number of collection boxes at 

the beginning of the reported fiscal year; 

(2) The number of collection boxes at 

the end of the reported fiscal year; 

(3) The number of collection boxes 

removed during the reported fiscal year; 

and 

(4) The number of collection boxes 

added to new locations during the 

reported fiscal year. 

(d) The average customer wait time in 

line for retail service shall be reported. 

Data shall be provided for the beginning 

of the reported fiscal year and for the 

close of each successive fiscal quarter at 

the Postal Administrative Area and 

National levels. 

§ 3055.92 Customer Satisfaction Surveys. 

(a) The report shall include a copy of 

each type of Customer Satisfaction 

Survey instrument used in the 

preceding fiscal year. 

(b) The report shall include 

information obtained from each type of 

Customer Satisfaction Survey 

instrument, including: 

(1) A description of the customer type 

targeted by the survey; 

(2) The number of surveys initiated 

and the number of surveys received; and 

(3) Where the question asked is 

subject to a multiple choice response, 

the number of responses received for 

each question, disaggregated by each of 

the possible responses. 

§ 3055.93 Mystery Shopper Program. 

(a) A copy of the National Executive 

Summary Report that summarizes the 

information obtained from the Mystery 

Shopper Program, or any similar report 

that may supersede the National 

Executive Summary Report, shall be 

filed with the Commission on a 

quarterly basis (within 30 days of the 

close of each fiscal quarter). 

(b) A copy of each type of Mystery 

Shopper Program survey instrument 

used in preparing the report cited in 

paragraph (a) of this section shall be 

filed with each report. 

[FR Doc. E9–22680 Filed 9–24–09; 8:45 am] 

BILLING CODE 7710–FW–P 


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