Performance Measurement

Your agency must develop performance measurements and implement them into your internal mail policy.

Performance measurements provide you with quantitative information to determine if you are meeting your goals and if your customers are satisfied. Regular review and analysis can help you make data-driven decisions to understand, manage, and improve your mail management activities.

You should consider the following areas when developing your agency’s mail performance measurements.

• Customer Service: This area measures user satisfaction with mail center services. Examples include the number, frequency, and type of mail user complaints by customer groups.
• Efficiency and Effectiveness: This area measures whether activities are being completed in an optimal and correct way. Examples include the percentage of mail items delivered correctly, timely, Undeliverable-As-Addressed (UAA), or with postage due on a daily, weekly, or monthly basis.
• Mail Center Management: This area measures employee job readiness. Examples include the number of hours employees receive training, development, and annual certifications.
• Safety and Security: This area measures the overall health and safety of the organization. Examples include annually updating mail recovery plans, records of employees receiving annual safety training, and quarterly accident reports in each mail center.

You can also create performance measures to monitor incoming mail, outgoing mail, management, and contracts and service-level agreements. Examples of performance measures in these categories include:

Incoming Mail

• Sort rate (pieces per hour)
• Pieces of mail handled per Full Time Equivalent (FTE)
• Percent of internal mail delivered on time
• Percent of incoming USPS mail delivered on time
• Percent of accountable mail delivered on time
• Percent of internal and USPS mail sorted correctly
• Customer satisfaction

Outgoing Mail

• Cost per piece by class
• Worksharing savings
• Express mail expense divided by total postage
• Percent of metered postage and stamps that are spoiled
• Percent of outgoing mail that is moved to USPS the same day it is received in the mail center
• Percent of outgoing mail that is returned as undeliverable as addressed

Management

• Ratio of production staff to administrative and supervisory staff
• Results of employee satisfaction surveys
• Workplace safety (e.g., work hours lost to accidents)
• Annual hours of training per FTE
• Frequency of customer complaints
• Results of customer satisfaction surveys

Contracts and Service-Level Agreements

• Processing speed
• Downtime
• Response time for service calls
• Appropriate meter size for mail center operation

GSA FMR 102-192.110 outlines the full requirements and details of performance measurement.