Publication Watch Workgroup

MTAC

Publication Watch Workgroup

Minutes

December 10, 1997

Joyce McGarvy began the meeting shortly after 9AM reviewing the purpose of the Publication Watch Workgroup.

Jo Ann Miller provided a report on PRESS. (Attached) There was much discussion regarding the feasibility of pursuing PRESS as a replacement for the (hard copy) Publication Watch. The main obstacles are: “Security” (individual address information on a public site) and “Carrier Site Access to the Web”. A minor issue was funding. It was felt that PRESS would fall short in providing the necessary answers to publishers/customers in that (similar to the Publication Watch) it did not contain “Operations” information. It was strongly felt that the majority of delays begin prior to the mailpieces arriving at the intended delivery site; and that there is no way to track where the error occurred without being able to confirm the point and date of acceptance into the mailstream and the mailing make-up.

There was further discussion regarding Consumer Service Cards; the ability to identify problem areas via a national reporting system and an electronic transmittal system from the publisher to the District Consumer Affairs offices. Consumer Service Cards are tracked nationally and can be broken down by 3 and 5 digit areas and by service problem.

It was identified that there are two main issues at stake. The first, to be able to satisfy the customer when there is a chronic (3rd complaint) delivery problem of their publication. Secondly, to be able to identify the cause of the problem and resolve it. Jo Ann Miller (Core Business) and Phillis Walden (Consumer Advocate) will set up a meeting to discuss ways to resolve the first issue through the Consumer Affairs Office. Some thoughts were; an electronic publication watch/consumer service card generated by the publisher that went directly to Consumer Affairs; automatic letters that went from Consumer Affairs to the affected customer; electronic reports from Consumer Affairs to operations and delivery; timely reporting requirements; resources set up with Quality Control Specialists and the Business Service Network and training. Margaret Schneider, Reiman Publications has agreed to prepare a list of requirements that should be listed in the Publication Watch/Consumer Service Card.

The National Periodical Service Team is working on service issues which will provide long term resolution to the second issue. Paul Vogel, national co-chair will work with the Publications Watch workgroup.

There will be a meeting scheduled for early February to discuss the results of the meetings and efforts listed above.

Meeting ended at approximately 12:00PM.