1 Personnel Management... 1

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1 Contents Contents 1 Personnel Management Overview Business Mail Entry Staff Primary Responsibilities BME Manager BME Analyst BME Supervisor Mailing Standards Specialist Mailpiece Design Analyst Mailing Requirements Clerk, Occupation Code XX Mailing Requirements Clerk, Level Mailing Requirements Clerk, Level Bulk Mail Clerk, Occupation Code XX Bulk Mail Technician, Occupation Code XX Business Mailer Support Analyst (HQ BMS) Managing the Business Mail Entry Unit Role of Manager of Marketing Primary Duty Customer Contacts Management Direction Measuring Effectiveness PS Form Support Role of Managers, Business Mail Entry Primary Duty Knowledge of Functions Overview Training Rules and Procedures PS Form Support Role of the BMEU Supervisor Primary Duty Requirements for Operation Employee Information Employee Support Employee Motivation Essential Equipment September 2006 i

2 Business Mail Acceptance Good Communication Business Mail Entry Training Business Mail Academy Introduction Purpose of the Business Mail Academy Training Program Components of the Business Mail Academy Training Program Video: Working in Business Mail Entry ( ) Postal Service Test 714 (Data Entry) Introduction to Business Mail Entry ( ) Postal Service Test 425 (Business Mail Entry Unit) Business Mail Academy ( ) Postal Service Test 427 (Business Mail Academy) On-The-Job Training ( ) Enrollment Responsibilities Training Program Administrator PEDC Staff Member Certified Examiner On-The-Job Instructor Business Mail Acceptance Training for Associate Offices BME Management Training Supervising the Business Mail Entry Function Training (Course ) Mailing Standards Specialist Training Business Mail Entry Analyst Training Mailpiece Design Analyst (Course ) PostalOne! Training Introduction Business Mail Management System, Course eservice, Course Business Reply Mail, Course Electronic Mail Improvement Reporting Problem Entry, Course Electronic Mail Improvement Reporting Problem Resolution Course Manifest Mailing System (MMS) Sampling Worksheet Guide PostalOne! Demonstration Area MERLIN Operator Training BMEU Proficiency Training Periodical Training (Course # ) BME Proficiency Program Mystery Caller Program Background Objectives ii Handbook DM-109

3 Contents Methodology Frequently Asked Questions About Mystery Caller Technical Scoring Understanding Helpfulness Scoring BMEU Proficiency Program Survey Background Objectives Methodology BME Proficiency Index Quality Control Overview Quality Mail Acceptance Review Quality Mail Acceptance Review Components Cursory Review Quality Mail Reviews at MERLIN Sites Quality Mail Reviews at Non-MERLIN Sites Recording Results Business Mail Entry Uniform Program BMEU Operations Introduction Responsibilities Headquarters Pricing and Classification Service Center District Managers, Marketing District Managers, Business Mail Entry Supervisors, Business Mail Entry Post Office Business Mail Entry Units Offices Without Business Mail Entry Units BMEU Operating Profile and Integrated Operating Plan BMEU Operating Profile Integrated Operating Plan Mailflow Overview Presenting Mail Small-Size Mailings Medium-Size Mailings Large-Size Mailings Administration Large Mailings at BMEU s With Truck Scales September 2006 iii

4 Business Mail Acceptance Medium/Large Mailings at BMEU s Without Truck Scales Small Mailings Staging Mail Staging Areas Identifying Staged Mail Overview Identification Process Convenience Deposit Points Responsibilities Administration of CDP Station/Branch MVS Drivers Plant and Mail Handler Business Mail Entry Unit Training Procedures for Convenience Deposit Process CDP Training for BMEU Personnel Processes Materials Training Packet Contents CDP Training Program for Dock Personnel CDP Training Program for MVS Drivers CDP Training for Station/Branch Personnel Bypass Mailings Occurrence of Bypass Mailings Controlling Bypass Mailings Responsibilities Administration Logging Bypass Mailings MERLIN Operation Access Operator Access Maintenance Access Administrator Access Maintenance Machine Startup Maintenance Cleaning Go-No-Go Test All Other Maintenance Activities Remote Test and Diagnostics System Machine Relocation MERLIN Verification of Mailings iv Handbook DM-109

5 Contents 26 Detached Mail Units Description Criteria for Establishing a DMU Plant-Verified Drop Shipment Mailings Plant Load Mailings Conditions Revocation Weekly Production Schedule Procedures Staffing and Responsibilities Equipment Library Scales Acceptance and Verification Procedures ln-line Verification Procedures Plant Load Production Scheduling Responsibilities Transportation, Loading and Dispatch Trailer Inspection Trailer Capacity Vehicle Makeup Vehicle Loading Observing Vehicle Loading Required Clearance Documents PS Form 5111-R Seals PS Form 3607-C Additional Clearance Documentation PS Form PS Form 5398-A PS Form Interim or Preloading Procedure Overview Release Date Maintaining Logs PS Form PS Form Plant-Verified Drop Shipments Purpose September 2006 v

6 Business Mail Acceptance Scheduling for Verification at Origin BMEU Administration (DMM ) Periodicals Mail (DMM ) Standard Mail (DMM 246.2, 346.2, 446.2) Package Services (DMM 366.2, 456.2, 466.2) Clearance Procedures Documentation Vehicle Loading Appointments for Deposit of Mailings On-Site Acceptance Overview and Authorization Political Mail (See DMM and POM 492) Overview Pr ing Assistance Recording Political Mailings Requests for Refunds of Postage Nonprofit Database Administration Organization Name Change or Address Change Revocation of Authorization Mailing Agent/Mailing Owner Fields By/For Overview Mailing Agent Field (By) Using Mail Owner Permit Number Mail Owner Field (For) Using Agent s Permit Number Verification Overview Verification Procedures for Non-MERLIN PostalOne! Acceptance Sites Initial Verification Procedures Initial Verification Initial Verification Process In-Depth Verification (Mailings of 10,000 Pieces or More) Overview In-Depth Verification Schedule In-Depth Verification Process Automation Mail Review Process for Non-MERLIN Verification Offices Overview Mailpiece Automation Compliance Review Overview Physical Standards Address Quality and Coding Standards vi Handbook DM-109

7 Contents Tap Test Mailpiece Automation Compliance Review Results Barcode Quality Review for Letters and Flats Percent Accept Rate for Automation Cards, Letters and Flats Verification Procedures for MERLIN Acceptance Sites Overview MERLIN Functionality Types of Verification Diagnostic Postage Adjustment Initial Verification MERLIN Verification Sample Selection and Preparation Sample Size Sample Frequency Pulling the Sample MERLIN Verification Procedures MERLIN Adjustments/Clarifications to the Verification Procedures Mailpiece Count Eligibility Adjustment Level-2 Overwrite Finalizing the Mailing General Review Policy Second Level Review for Barcode Readability and Digit String Errors Appeal Processes Postnet Barcode Readability Appeal Process Barcode Mail Acceptance Rate 90 Percent Appeal Scenarios Barcode Digit String Appeal Process (For 9999 Errors only) MERLIN Appeals for Other Than Postnet Barcode Readability Issues Mailpiece Design Analyst (MDA) Address Accuracy and Barcode Readability Assistance Verification Procedures for Non-MERLIN and Non-PostalOne! Acceptance Sites Overview Initial Verification Procedures Volume and Weight Verification Purpose Responsibility Mailers BME Employees Identical Weight Mailings General September 2006 vii

8 Business Mail Acceptance Weight Calculation of Single Piece Verifying Mailer s Piece Counts Documenting the Weighing Process Interpreting Results Non-Identical Weight Pieces General First-Class Mail Presorted Standard Mailings Package Service Mailings Permit Imprint Postage Affixed Mailings Revisions to Postage Statements Weighing Scales Balance Beam Scales Electronic Scales Weighing Without a Container Weighing With a Container Scale Use Tare Weight District-Computed Tare Values Maximum and Minimum Tare Limits Conversions Mailing Documentation Overview Postage Statements Standardized Documentation (USPS Qualification Report) Standards Documentation Standards for Automation Mailings Reporting Multiple Mailings on One Statement Preparing Documentation Facsimile Postage Statements Standard Format for Documentation Documentation Review Electronic Documentation Electronic Documentation (e-doc) edoc Documentation Verification Procedures Electronic Postage (e-postage) Multiple Documentation Standards Providing Additional Information viii Handbook DM-109

9 Contents 4 The PostalOne! System Introduction Internal User Access to the PostalOne! System Introduction Instructions for Obtaining PostalOne! Access Through eaccess User Types General PostalOne! Operations BMA/BMS/eVS eaccess Requesting User Access Adding Finance Numbers for Business Mail Entry Employees Instructions for Modifying PostalOne! System Access Through eaccess (Managers) The PostalOne! System for Electronic Presort Documentation and Postage Statements Overview Electronic Documentation (edoc) Electronic Postage (epostage/edocumentation) Customer Access to the PostalOne! System Overview New Customers Applying for a PostalOne! Account Feature & Benefit Program Requirements Approval for Sites with Postage Payment Systems Overview Business Mailer Support edocumentation and epostage Authorization Procedures Business Mailer Support Procedures for Optional Procedure Mailers Subsequent to Approving PostalOne! edocumentation and epostage Approval for Sites Without Postage Payment Systems Authorization Authorizing Official s Checklist Contingency Plan Ongoing Acceptance Responsibilities Equipment Request (ACE Hardware) Procedures Training Overview Online Training Business Mail Management System, Course # (VOE credit 4 hours) eservices, Course # (VOE credit 1 hour) Electronic Mail Improvement Reporting Problem Resolution, Course # (VOE credit 1 hour) September 2006 ix

10 Business Mail Acceptance Video Training Adding Locations/Finance Numbers to the PostalOne! Application Finance Number Identification Progress Tracking and Status Creating Accounts In PostalOne! (Non-Permit Sites) (Reserved) Periodicals Basic Periodicals Information Definition of Periodicals Known Office of Publication Periodicals Frequency Authorizations Types of Authorizations/Categories General (DMM ) Requester (DMM ) Institutions and Societies (DMM ) Foreign (DMM ) State Departments of Agriculture (DMM ) Applications Original Entry PS Form Submission Procedures Additional Documentation Processing the Application Additional Entry (DMM ) PS Form Additional Documentation Processing the Application Reentry (DMM 707.9) PS Form Additional Documentation Processing the Application Registration for News Agents PS Form Additional Documentation Mailing While Application Is Pending Advance Deposit Record of Deposits and Mailings Fees x Handbook DM-109

11 Contents 617 Publications Approved for Periodicals Mailing Privileges Denials and Appeals Refunds Refunds (DMM ) No Refunds (DMM ) Identification Statement Definition Placement Unbound Publication Bound Publications Identification Statement Content Copies Filed by Publisher Copy of Each Issue Marked Copy Filing Standard Marking the Copy Exception for Marking Measuring Advertising and Non-advertising Content Advertising Content Eligibility Basic Standards Permissible Mailpiece Components Pages (DMM ) Parts and Sections (DMM ) Enclosures of First-Class Mailer Standard Mail (DMM ) Loose Enclosures at Periodicals Rates (DMM ) Supplements (DMM ) Cover and Protective Cover (DMM ) Mailing Wrapper (DMM ) Ride-Along (DMM ) Impermissible Components Outside-County Rates Introduction Pound Rate Postage Discounts Advertising Pound Postage Non-advertising Pound Postage Piece Rate Postage Discounts In-County Rates Pound Rate Postage September 2006 xi

12 Business Mail Acceptance Discounts Piece Rate Postage Discounts Foreign Calculation of Copy Weight/Pound Weight Domestic Periodicals Publications Foreign Periodicals Publications Documentation Postage Statements Monthly Postage Statements Authorization Submission of Postage Statement Determining the Combined Weight of One Copy From Each Issue Supporting Documentation Standardized Documentation Entry Point/Zone Documentation Additional Documentation Combining Multiple Publications or Editions (DMM ) Postage Statement Content of Postage Statement Standardized Documentation Billing Centralized Postage Payment Periodicals Publications Mailing Verification Procedures Verification Procedures for Non-MERLIN PostalOne! BMEU/DMU Acceptance Sites Periodicals Initial Review Initial Verification Process In-Depth Verification at Non-MERLIN PostalOne! Acceptance Sites In-Depth Verification Schedule In-Depth Verification Process Verification Procedures for MERLIN Acceptance Sites Initial Verification Process MERLIN Verification Verification Procedures for Non-MERLIN and Non-PostalOne! Acceptance Sites Overview Initial Verification Process Annual Reviews Eligibility Review Selecting Publications for Review Noncompliance Annual Periodicals Postage Payment Review xii Handbook DM-109

13 Contents Accepting/Mailing Post Office Responsibility Centralized Postage Payment Publications Initiating the Postage Payment Review Verifying Advertising Percentage Result Result If the Deficiency Is Above $ If the Deficiency Is Below $ Result Confirming Zone Distribution Overview Publications That Must Confirm Zone Accuracy Frequency of Zone Accuracy Confirmation Postmaster s Confirmation of Zone Accuracy Publisher s Options Overview Option Option 2-A Option 2-B Option Option 4-A Option 4-B Note for Options 3 and Multiple Publications Entered by Same Publisher Under Options 3 or Zone Analysis Procedures Selecting 3-Digit ZIP Code Samples (Options 3 and 4) Single Incorrect Zone Multiple Incorrect Zones Frequency Review Reviewing Stated Frequency Preparing for a Frequency Review Performing the Review PostalOne! Offices Non-PostalOne! Offices Noncompliance Change in Frequency Extra Issue(s) Missing Issues Nonsubscriber 10 Percent Limit Review Nonsubscriber 10 Percent Limit for Total Mailed Distribution (In-County/Outside- County Combined) September 2006 xiii

14 Business Mail Acceptance Nonsubscriber 10 Percent Limit for In-County Distribution Preparing for the Review PostalOne! Post Offices Non-PostalOne! (Manual) Post Offices Performing the Review Review Schedule Review Procedures Non-Compliance Annual Advertising Review (75 Percent Threshold) Preparation for Review PostalOne! Offices Non-PostalOne! (Manual) Offices Performing the Review Review Schedule Review Procedures Noncompliance Retention PS Form 3526 Review PS Form 3526 Information Reviewing PS Form Publishing PS Form 3526 (DMM ) Noncompliance Special Postage Payment Systems Overview Manifest Mailing System Overview Application for Authorization Providing Support Documentation Authorization Optional Procedure Overview Application for Authorization Authorization First-Class Mail or Standard Mail With Different Payment Methods (Combined/VAR) Overview Application for Authorization Authorization Alternate Mailing System (AMS) Overview xiv Handbook DM-109

15 Contents 752 Application for Authorization Authorization Centralized Postage Payment System Overview Application for Authorization Authorization Weight Averaging Business Reply Mail (WA-BRM) Program Overview Application for Authorization Authorization Postage Due Weight Averaging Program Overview Application Authorization Plant-Verified Drop Shipment Overview PS Form 8125, PS Form 8125-C Facsimile Format Separation of PVDS Mailings International Mail International Priority Airmail Acceptance Procedures Reference Material Overview Business Mail Entry Unit (BMEU) or Detached Mail Unit (DMU) Responsibilities Drop Shipment Entry Locations Responsibilities Initial Verification Check Basic Preparation Check Postage Calculation and Payment Method Check Eligibility/Qualifications for IPA Rates Check Content Eligibility Makeup and Presort Requirements Overview Check Packages Check Sacks Sack Label Information for Mixed Direct Country Package Sack Sack Label Information for Canada Presorted Mail Weight and Piece Count Verification Process Obtain Single Piece Weight Obtain Gross, Tare, and Net Weights September 2006 xv

16 Business Mail Acceptance Verify Piece Count on Postage Statement Drop Shipment Locations Acceptance/Clearance Responsibilities Permit Account Held at Drop Shipment Location PVDS Mailing Plant Verified Drop Shipment Process Mail Clearance Process International Surface Air Lift Acceptance Procedures Reference Material Overview Business Mail Entry Unit (BMEU) or Detached Mail Unit (DMU) Responsibilities Drop Shipment Entry Locations Responsibilities Initial Verification Check Basic Preparation Check Postage Calculation and Payment Method Check Eligibility/Qualifications for ISAL Rates Check Contents Eligibility Makeup and Presort Requirements Overview Check Packages Check Sacks Tag Label Information Weight and Piece Count Verification Process Obtain Single Piece Weight Obtain Gross, Tare and Net Weights Verify Piece Count on Postage Statement Drop Shipment Locations Acceptance/Clearance Responsibilities Permit Account Held at Drop Shipment Location PVDS Mailing Plant Verified Drop Shipment Process Mail Clearance Process Common Errors and Corrective Action Common Errors Corrective Action and Disposition of Mail ISAL Quick Service Guide xvi Handbook DM-109

17 Contents 9 Mail Classification Decisions (Rulings), Appeals, and Requests for Exception Mail Classification Decisions (Rulings) Overview Manager, Business Mail Entry Revenue Deficiencies Appeals Appeal of Local Classification Decisions Appeal of National Classification Decision Appeal of PCSC Classification Decision Nonprofit Revenue Deficiency Appeal Nonprofit Application Appeal Requests for Exception Overview Request Format Authorization Appendix Exhibits September 2006 xvii

18 Exhibits Business Mail Acceptance Exhibit 121a Checklist of General Duties for BME Managers Ongoing Duties Exhibit 121b Checklist of General Duties for BME Managers Exhibit Checklist of Supervisory Duties Exhibit 151 BMEU Mystery Caller Scoring Buckets Exhibit 151.5a Clerk Uses the Standard Opening Exhibit 151.5b Clerk Speaks Clearly Exhibit 151.5c Clerk Speaks With Confidence (Is Sure of the Answer Being Given) Exhibit 151.5d Clerk Is Courteous and Professional Exhibit 151.5e If Transferred, Manner of Action Exhibit 151.5f If Put on Hold, Manner of Action Exhibit 151.5g Clerk Shows a Desire to Understand the Question by Probing Exhibit 151.5h Clerk Makes Sure the Response to the Question Is Understood Exhibit 151.5i Clerk Asks If There Are Any Additional Questions Exhibit 151.5j Clerk Provides a Courteous Closing Exhibit 151.5k Overall Feeling of Value and Satisfaction With the Experience of the Call Exhibit Quality Mail Reviews Checklist Exhibit 17 Current Uniform Vendors Exhibit 231 BMEU Operating Profile Overview (Sample) Exhibit 232 Joint Plant/BMEU Integrated Operating Plan (Sample) xviii Handbook DM-109

19 Exhibits Exhibit Identification Process Exhibit Convenience Deposit Point SOP Exhibit CDP Daily Mailing Log Exhibit CDP BMEU Discrepancy Log Exhibit PS Form 8069, Bypass Mail Log Exhibit 247.5a Notification of Incorrect Deposit of Bulk Mail Exhibit 247.5b1 Potential Loss of Revenue, Bypass Mailing (Sample 1) Exhibit 247.5b2 Potential Loss of Revenue, Bypass Mailing (Sample 2) Exhibit 252 MERLIN Service Level Agreement Exhibit SOP for Relocating MERLIN Equipment Exhibit Scales Exhibit Detached Mail Unit Library Exhibit 273 Political Mail Log Exhibit 281 PS Form 6015, Nonprofit Database Change Request Exhibit 31 Verifications Procedures Exhibit Initial Verification Process for Non-MERLIN PostalOne! Acceptance Sites Exhibit In-Depth Verification Process for Non-MERLIN PostalOne! Acceptance Sites Exhibit DMM References for Automation Compatible Mail Exhibit Determining Minimum Thickness Exhibit Performing Tap Test Exhibit 331 Standard Operating Procedures for MERLIN Startup, Mailing Verification and Printing Reports September 2006 xix

20 Business Mail Acceptance Exhibit 334 Initial Verification Process for MERLIN Acceptance Sites Exhibit Sample Selection Exhibit Printing MERLIN Reports Exhibit Barcode Digit String 9999 Appeals Process Exhibit 342 Initial Verification Procedures for Non-MERLIN and Non-PostalOne! Acceptance Sites Exhibit Container Tare Weights Exhibit 431 Requesting User Access Exhibit 432 Adding Finance Numbers for Business Mail Entry Employees Exhibit 481a Authorize Weigh Verification Mailing Sites Exhibit 481b Sample Letter Used to Authorize Weigh Verification Mailing Customers Exhibit 481c Weigh Verification Approval Process Flow Chart Exhibit 482 Authorizing Official s Checklist Exhibit 483 Contingency Plan Exhibit 485 ACE Hardware Request for PostalOne! Exhibit 492a PostalOne! New Site Plan and Progress Report Exhibit 492b Process for Adding New PostalOne! Finance Number for a Location Exhibit 492c Directions for Adding New PostalOne! Finance Number for a Location Exhibit 492d Checklist for Adding Finance Numbers Exhibit 493a BRM/MRS/BPRS Master Accounts and Postage Due Accounts Exhibit 493b Local (In-Town) Subaccounts Exhibit 493c BRM or MRS Out-Of-Town Subaccounts xx Handbook DM-109