Monday, November 25, 2024
A gold rating
USPS improves its international express mail customer service
The Postal Service recently received a gold rating for international express mail customer service from the EMS Cooperative.
Part of the Switzerland-based Universal Postal Union, the EMS Cooperative promotes the delivery of international express mail between national postal services.
The International Research Group, which is part of the USPS Customer Care Center in Wichita, KS, handles questions from customers in the United States who have sent items by Priority Mail Express International that have not arrived at their destinations abroad.
The group also fields inquiries from foreign postal services on behalf of their customers.
“We are extremely proud of the work the International Research Group team is doing to position the Postal Service as a leader in international postal inquiries,” said David Colon, the USPS executive director of enterprise customer care.
The EMS Cooperative also ranked the Postal Service as No. 24 in the world for international express mail customer service, up from No. 186 in 2021.
“Improvements like this are unprecedented, especially given the volume of mail we handle at USPS,” Colon said.
Heroes
His senses led him to a house fire
The carrier heard an unusual noise — then smelled smoke
Letter Carrier Michael Pentico was recently delivering mail in Perry, IA, when he heard a faint noise.
As he listened closely, he determined that the alarm clock-like sound was coming from a home on the other side of the road.
Pentico walked toward the residence and smelled smoke.
Realizing the sound was a smoke alarm, the Postal Service employee called 911 and stayed at the location until firefighters arrived.
The residents were not home at the time, but firefighters found materials in the home that were smoldering.
The local fire chief said Pentico’s call likely saved the house from a bigger blaze.
Employees featured in “Heroes” receive letters of commendation through the Postmaster General Heroes’ Program. The nomination form is available on Blue.
Week in Review
Here’s what Link covered Nov. 17-23
A new retail prototype made news
Last week, Link got down to business: We offered a look at a Postal Service retail modernization prototype recently unveiled in Athens, GA.
The new space offers upgraded retail counters, expanded self-service options, USPS Smart Lockers, fingerprinting and identity verification. More retail prototypes are planned in Waco, TX; Fort Lauderdale, FL; and nine other locations.
On the ethics front, we reminded managers to follow the proper procedures for Voyager fuel cards, and spotlighted the second in a three-part series of videos on collusion; this one warns against sending illegal drugs in the mail.
We also reported on the appointment of Joseph Bruce as acting human resources vice president, and we spotlighted a few of the employees who help keep USPS running.
“On the Job” featured James Chong, a letter carrier in Barrigada, Guam, who once saved a toddler chased by dogs; “Heroes” spotlighted Michael Pentico, a letter carrier in Perry, IA, who may have prevented a house from going up in flames; and “Off the Clock” told the story of Charlitha Arney, a customer service operations manager in Minneapolis who overcame her fear of water to become a certified scuba diving instructor.
And with a historic open season underway, Link offered information on flexible spending accounts and the various health plan types.
Additionally, we passed along information on the Postal Service’s latest casting call for TV commercials, and we shared news of a new online catalog, Santa’s Gift Shoppe, that offers an easy way for people to participate in USPS Operation Santa.
December 2, 2024
Datebook
PSHB CareFirst webinar
Postal Service employees may participate in an upcoming webinar to learn more about health, dental and vision plan options within the new Postal Service Health Benefits (PSHB) Program.
PSHB — which takes effect in 2025 — is a new, separate program within the Federal Employees Health Benefits Program and will be administered by the U.S. Office of Personnel Management.
USPS employees, annuitants and eligible family members are required to enroll in this new program.
The “Blue Product Overview” webinar will be led by representatives from CareFirst Blue Cross Blue Shield.
The session will be held Monday, Dec. 2, from 7 to 8 p.m. Eastern.
To participate, employees must register on the webinar website.
Participation is voluntary. Nonexempt employees must be off the clock or on authorized breaks.
Employees who have questions can email the USPS Benefits and Wellness team.