PARS Delivery Unit Clerk/Carrier Training

Transcription

1 PARS Delivery Unit Clerk/Carrier Training Self-Directed Participant Workbook Course # NSN # February 2004 Document Employee Resource Management Employee Development

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3 PARS Delivery Unit Clerk/Carrier Training Self-Directed Participant Workbook United States Postal Service Employee Resource Management Employee Development 475 L Enfant Plaza SW Washington, DC

4 Use of Training Materials These training course materials are intended to be used for training purposes only. They have been prepared in conformance with existing USPS policies and standards and do not represent the establishment of new regulations or policies. Copyright 2004 by the United States Postal Service, Washington DC All rights reserved. No part of this publication may be reproduced in any form or by any means without permission, in writing, from Employee Resource Management. Certain parts of this publication may contain copyrighted materials from other sources the reproduction of which for this specific training use has been interpreted not to exceed the fair use clause of the copyright regulation (Ref ASM).

5 PARS Delivery Unit Clerk/Carrier Training A Commitment to Diversity The Postal Service is committed to fostering and achieving a work and learning environment that respects and values a diverse workforce. Valuing and managing diversity in the Postal Service means that we will build an inclusive environment that respects the uniqueness of every individual and encourages the contributions, experiences and perspectives of all people. It is essential that our work and learning environments be free from discrimination and harassment on any basis. In our classrooms, on the workroom floor, in casual conversation and in formal meetings, employees and faculty are asked to encourage an open learning environment that is supportive of everyone. Course materials and lectures, classroom debates and casual conversation should always reflect the commitment to safety and freedom from discrimination, sexual harassment and harassment on any prohibited basis. Instructors and class participants are expected to support this commitment. If you find course material that is presented in the classroom or in selfinstructional format that does not follow these guidelines, please let an instructor know immediately. If classroom discussions do not support these principles please point that out to the instructor as well. Diversity is a source of strength for our organization. Diversity promotes innovation, creativity, productivity and growth, and enables a broadening of existing concepts. The Postal Service s policy is to value the diversity of our employees, customers and suppliers, and to do what is right for our employees and the communities we serve, thereby ensuring a competitive advantage in the global marketplace. A Commitment to Diversity Page i

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7 PARS Delivery Unit Clerk/Carrier Training Table of Contents Lesson 1: Introduction Workbook Purpose Course Objectives Workbook Organization Lesson 2: PARS Overview Introduction UAA Due to a Customer Move UAA RTS Mail Due to Reasons Other Than a Move Types of Mail Forwarded Current Systems Overview Computerized Forwarding System (CFS) Current Redirection Mail Flow PARS System Overview COA Forms Processing Subsystem (CFPS) Redirection Image Controller (RIC) Advanced Forwarding Reader (AFR) COA Forms Reader (CFR) Change of Address Record Server (CARS) Existing Mail Processing Equipment (MPE) Combined Input Output Subsystem (CIOSS) Video Display Terminal (VDT) Benefits Lesson 3: Change of Address (COA) Forms Introduction COA Forms PS Form Official Mail Forwarding Change of Address Order PS Form 3575S - Official Mail Forwarding Change of Address Order (Spanish) PS Form 3575www - Electronic Change of Address Order PS Form 3575Z - Employee Generated Change of Address Form Table of Contents Page iii

8 Course # PS Form 3546 Official Change/Correction to Mail Forwarding Change of Address Other Forms Lesson 4: Procedures for COA Activities Introduction Identifying the 3982 Label Information Header Label Label Description End Label PS Form Affixing the 3982 Label PS Form PS Form PS Form 3575Z Lesson 5: Procedures for Handling UAA RTS Mail Introduction Endorsement Categories Endorsement Location Incorrect Endorsement Locations Endorsement Exceptions Lesson 6: Procedures for Handling UAA - Forward Mail Introduction Improving No Records Endorsement Location Incorrect Endorsement Locations Endorsement Exceptions Lesson 7: National Participation Introduction National Participation Appendix A: Glossary... A-1 Glossary... A-3 Page iv Participant Workbook

9 Lesson 1: Introduction Objectives: At the end of this lesson, participants should be able to: Identify the workbook purpose. Identify the course objectives. Topics: Course Objectives Keywords: Postal Automated Redirection System (PARS) Delivery Unit (DU) Undeliverable as Addressed (UAA) Change of Address (COA) Change of Address Reporting System (COARS) COA Forms Processing Subsystem (CFPS) Return to Sender (RTS) Processing & Distribution Center (P&DC) Computerized Forwarding System (CFS) Page 1-1

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11 PARS Delivery Unit Clerk/Carrier Training Workbook Purpose This delivery unit (DU) Self-Directed Participant Workbook is a training manual and on-the-job-reference guide for clerks/carriers in delivery units. The workbook provides an overview of the PARS system and details the role of the delivery unit clerk/carrier. Course Objectives At the end of this course, the participants should be able to: Identify the course content. Define PARS and list the benefits of this system. Describe the flow of mail through PARS. Describe the Change of Address (COA) process with PARS. Describe the process of transferring COA information to the PS Form Identify the COA information label. Affix the COA label properly to the PS Form Properly endorse UAA mail for reasons other than a move. Endorse the mailpiece in the appropriate location. Perform procedures for improving no records. Properly endorse UAA mail for reasons due to a move. Participate in a national and uniform program. Lesson 1: Introduction Page 1-3

12 Course # Workbook Organization The Participant Workbook is divided into the following sections: Lesson One: Course Introduction Presents the purpose and organization of the workbook. Lesson Two: PARS Overview Defines PARS, its benefits, the flow of mail and COA activities with PARS. Lesson Three: Change of Address (COA) Forms Provides an overview of the COA forms that are processed in CFPS. Lesson Four: Procedures for COA Activities Describes the proper process of transferring COA information to PS Form 3982 and identifying the new COA label. Lesson Five: Procedures for handling UAA/RTS mail for reasons other than a move Describes how to properly endorse UAA mail in the appropriate location on the mailpiece with the proper categories. Lesson Six: Procedures for handling UAA/Forwards mail due to a move Describes how to properly endorse UAA mail for reasons due to a move in the appropriate location on the mailpiece. Procedures are outlined in the lesson for decreasing the number of no records. Lesson Seven: National Participation Describes the importance of national and uniform participation of all USPS employees. Page 1-4 Participant Workbook

13 Lesson 2: PARS Overview Objectives At the end of this lesson, participants should be able to: Define PARS. List the benefits of PARS and CFPS. Describe how Change of Address (COA) forms are processed. Topics Mail Flow Change of Address Forms Processing COA Forms Keywords Postal Automated Redirection System (PARS) Change of Address (COA) COA Forms Processing Subsystem (CFPS) Change of Address Record System (CARS) Undeliverable as Addressed (UAA) Return to Sender (RTS) 2-1

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15 PARS Delivery Unit Clerk/Carrier Training Introduction The Postal Automated Redirection System (PARS) is designed to automate the task of redirecting Undeliverable as Addressed (UAA) mail. There are two categories of UAA mail: Mail that is UAA due to a move Mail that is UAA RTS for reasons other than a move The following paragraphs describe the current mail forwarding operations for both types of UAA mail and the enhancements resulting from the implementation of PARS. UAA Due to a Customer Move When postal customers move, they must inform the Postal Service so that their mail can be forwarded. Postal customers change their address by completing a PS Form 3575 (Official Mail Forwarding Change of Address Order) or by an electronic change of address submitted via the Internet. Change of Address (COA) processing is the method by which the Postal Service enters, modifies or deletes change of address information. All information for postal customer moves is maintained in a database. When postal customers change their address they provide the following information to the USPS: Move Type (Individual, Family or Business) Move Start Date Move Duration (Permanent or Temporary) Last Name or Business Name First Name Old Mailing Address New Mailing Address Lesson 2: PARS Overview Page 2-3

16 Course # UAA RTS Mail Due to Reasons Other Than a Move Mail is considered UAA/RTS for the following reasons: Insufficient, illegible or incorrect address information Physical inability to deliver (no mail receptacle, customer refused, etc.) Others (unclaimed, in dispute, etc.) Mail that cannot be delivered for one of the above reasons is either returned to the sender or, in certain cases, destroyed. Mail is only destroyed when the mailclass or mailer endorsement permits destruction as per postal regulations. Types of Mail Forwarded The USPS forwards mail as many times as necessary to reach the addressee on the mailpiece if the address (but not the name) is changed. The USPS forwards the following classes of mail: First-Class mail (including Priority Mail), postcards and postal cards Express Mail Official Mail sent as First-Class mail Periodicals Standard mail when forwarding postage is guaranteed by the sender Packages when forwarding postage is guaranteed by the sender Mail of foreign origin The Postal Service does not forward: Third Class or Standard mail when forwarding postage is not guaranteed by the sender Packages when forwarding postage is not guaranteed by the sender Page 2-4 Participant Workbook

17 PARS Delivery Unit Clerk/Carrier Training Current Systems Overview Computerized Forwarding System (CFS) The Computerized Forwarding System (CFS) is the heart of the current mail redirection process for UAA mail. The purpose of CFS is to forward the mail from a customer's old address to their new address. CFS consists of a network of specialized sites, each serving a specific geographical area. When the carrier receives a Change of Address form from a postal customer, the carrier transcribes the customer s move information onto a PS Form The PS Form 3982 is used by the carrier to record all postal customer moves for a particular delivery route. The COA form is sent to the CFS unit. At the CFS unit a clerk enters all the information on the COA form into the Forwarding Control System (FCS) database. The COA form is then returned to the delivery unit with the forwarding label attached, where the carrier files the form. The change of address records are accessed and stored first by ZIP Code and then by an extraction code, which consists of the first four letters of the customer's last name and the last three digits of the customer's old address. To generate a forwarding label for a mailpiece, the CFS operator enters the appropriate extraction code and the system accesses the record(s) containing a matching extraction code. The clerk then enters mailclass, endorsement and Address Change Service (ACS) information as necessary. After all information is entered the clerk is able to print and apply a forwarding label with the postal customer s COA information. Lesson 2: PARS Overview Page 2-5

18 Course # Current Redirection Mail Flow The Current process for redirecting UAA mail is a multi-step task that affects almost every area of the USPS. The figure below outlines the major steps in the process. CFS 8 11 DU P&DC DU P&DC 3 P&DC 2 DU Figure 2-1: Typical path of a mailpiece that is UAA due to a move An example of the path of a typical UAA due to a move mailpiece is shown in Figure 2-1: 1. The mailpiece is collected by a postal carrier after being mailed by the customer. 2. The mailpiece is taken to the nearest Processing and Distribution Center (P&DC) for outward processing. 3. Based on the results of outward processing the mailpiece is sent to the appropriate P&DC for incoming processing. 4. After incoming processing, the mailpiece is taken to the local delivery unit. 5. Once at the local delivery unit, the carrier or clerk identifies the mailpiece as UAA. 6. The delivery unit then sends the mailpiece to the local CFS unit through the local P&DC. Page 2-6 Participant Workbook

19 PARS Delivery Unit Clerk/Carrier Training 7. The CFS unit performs redirection processing. 8. At the CFS unit the COA record is looked up using the original address. Once the record is located, a label containing the new address information is applied to the mailpiece. 9. The CFS unit returns the mailpiece to the local P&DC. 10. The P&DC does outward processing to send it to the new destination P&DC. 11. At the new destination P&DC inward processing is done and it is sent to the appropriate delivery unit. 12. At the delivery unit the mailpiece is given to the carrier. 13. The carrier is now able to deliver the mailpiece to the new address. As you can see, there are many steps required to forward a piece of mail for a postal customer using the current system. PARS System Overview The major components of the new Postal Automated Redirection System (PARS) are: COA Forms Processing Subsystem (CFPS) Redirection Image Controller (RIC) Advanced Forwarding Reader (AFR) COA Forms Reader (CFR) Change of Address Record Server (CARS) Video Display Terminal (VDT) Combined Input Output Subsystem (CIOSS) and other letter sorting machines upgraded to support redirection processing These components are distributed throughout USPS sites including P&DCs and RECs. COA Forms Processing Subsystem (CFPS) Accurate and timely processing of change of address forms is a vital function of the PARS system. The COA Form Processing Subsystem (CFPS) provides the information for the national change of address database. This is referred to as the CARS, or Change of Address Record Server. CARS can be accessed from any location in the PARS system. Lesson 2: PARS Overview Page 2-7

20 Course # CFPS automates the COA form process by scanning the cards and making use of the latest Optical Character Recognition (OCR) technology and streamlining the handling of COAs. Images of COA forms are sent to the REC for keying information not finalized by the forms reader. After forms are processed by CFPS, the records are sent to the CARS so that PARS can process mail. Redirection Image Controller (RIC) The Redirection Image Controller (RIC) is at the center of the PARS system. It manages the movement of images and information through the PARS system. The RIC provides the following: Control of reading and coding tasks for mailpieces and COA forms Interface with USPS automation Forwarding images and results between processing locations Improving system availability and scalability through redundancy and a distributed architecture Each P&DC, REC and NCSC can have multiple RICs. Advanced Forwarding Reader (AFR) The Advanced Forwarding Reader (AFR), like other readers used by the USPS, reads addresses from mailpieces and mailpiece images. But, the AFR s ability to read other vital information contained on the mailpiece sets it apart from other readers. The AFR reads the following: Address information, both destination and return Name information ACS information Endorsements Mailclass COA Forms Reader (CFR) The COA Forms Reader (CFR) is a specialized reader used to resolve COA forms. The CFR reads the following information: Move Type Page 2-8 Participant Workbook

21 PARS Delivery Unit Clerk/Carrier Training Dates Names Addresses Check Boxes Change of Address Record Server (CARS) The CARS is a national directory of COA records. It provides UAA status determination, name matching and record determination. Postal customer forwarding orders are processed throughout the USPS network and stored on this server so that mail can be forwarded from its point of origin rather than from the destination address (old address). The server receives daily updates from a central server located at the National Customer Support Center (NCSC) in Memphis, TN, and local updates from the Forwarding Control System (FCS) database. Weekly updates are distributed to each PARS site on Digital Video Disk (DVD) from NCSC. Existing Mail Processing Equipment (MPE) Most existing mail-processing machines have been updated to: Forward mail that is finalized to the finest depth of sort and matches a record found in the CARS Contain a UAA pocket for the sortation of CARS potential mailpieces Combined Input Output Subsystem (CIOSS) The CIOSS functions as other MPE and adds the following capabilities: Apply and print forwarding labels Read separator cards to facilitate automated processing of RTS mail Video Display Terminal (VDT) The Video Display Terminal (VDT) interfaces with the RIC and the CARS provides the following: Remote keying capability for letter mail Remote keying capability for COA forms Lesson 2: PARS Overview Page 2-9

22 Course # Mail Flow Changes Figure 2-2 below shows how the mailflow changes with PARS. CFS 8 5 DU 6 7 P&DC DU P&DC 9 4 P&DC 1 2 DU 3 Figure 2-2: Mail Flow with PARS An example of the typical path of a mailpiece UAA due to a move that is shown in Figure 2-2: 1. The mailpiece is collected by the postal carrier after being mailed by the customer. 2. The mailpiece is taken to the nearest P&DC for outward processing. 3. Based on the results of outward processing the mailpiece image is sent to the PARS processing site for redirection processing while the actual mailpiece stays at the P&DC. 4. Once PARS processing is completed the P&DC then performs outward processing on the CIOSS to apply the new address and sends the mailpiece to the destination P&DC. 5. At the new destination P&DC inward processing is done and it is sent to the appropriate delivery unit. 6. At the delivery unit the mailpiece is given to the appropriate carrier. 7. The carrier is now able to deliver the mailpiece to the new address. Page 2-10 Participant Workbook

23 PARS Delivery Unit Clerk/Carrier Training Benefits PARS identifies potential UAA mailpieces at their point of origin, rather than at their destination. This provides significant savings in both mail processing and transportation. Implementation of PARS also substantially improves the processing time associated with handling redirected mail. Some other benefits include, but are not limited to, the following: Early detection, interception, and labeling of UAA mail at the originprocessing center UAA interception on the following MPEs: Multi Line Optical Character Reader (MLOCR) Delivery Barcode Sorter (DBCS) phase 2 through 5 Delivery Barcode Sorter/Output Sub System (DBCS/OSS) Delivery Input Output Subsystem (DIOSS) Combined Input Output Sub System (CIOSS) Automated and semi-automated reading and decoding of the mailpiece address, return address, endorsement and mail class Improved handling of UAA exception mail via machine reading and video coding Automation techniques for processing COA forms Automated processing of carrier returned mail at the destinationprocessing center A nationwide COA directory located at each site Automation techniques for Address Change Service (ACS) electronic client communications Automated generation of hard copy address correction notifications Postage due revenue identification for cases where postage due mail is commingled with Standard mail Lesson 2: PARS Overview Page 2-11

24 Course # Page 2-12 Participant Workbook

25 Lesson 3: Change of Address (COA) Forms Objectives At the end of this lesson, participants should be able to: Describe COA Forms. Describe COA Process. Topics COA Forms Keywords PS Form 3575 PS Form 3575S PS Form 3575www PS Form 3575Z PS Form

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27 PARS Delivery Unit Clerk/Carrier Training Introduction This lesson provides an overview of the Change of Address (COA) forms that are processed in the COA Forms Processing Subsystem (CFPS). All COA forms are collected from the mail processing equipment and scanned. The images collected in this process are sent to a Remote Encoding Center (REC) for keying and the data and the image are retained on the COA Archive Server so that they can be accessed electronically when needed. Change of address forms are used to forward the postal customer s mail to their new address or to notify the sender that the customer has moved and left no forwarding address. After a change of address form is submitted, and the customer s move information is entered into CFPS, mail destined for the postal customer s old address is forwarded. In the event that the postal customer did not provide forwarding information to the USPS, mail destined for the customer s old address is returned to sender, and the sender is notified that the recipient is no longer residing at the old address. Immediate COA entry allows postal employees to review the information entered. The National Customer Support Center (NCSC) in Memphis, TN provides the customer with a Confirmation Notification Letter (CNL) to verify their move related information as entered by the Postal Service. A Move Validation Letter (MVL) is sent to the customer s old address, providing additional safeguards against fraudulent submission of change of address orders. COA Forms The following forms are processed on CFPS: PS Form 3575 Official Mail Forwarding Change of Address Order PS Form 3575S Official Mail Forwarding COA (Spanish version) PS Form 3575www Electronic Change of Address Order (printed from the internet by the postal customer) PS Form 3575Z Employee Generated Change of Address Form PS Form 3546 Official Change/Correction to Mail Forwarding Change of Address Other Outdated USPS COA Forms Forms that are not currently circulated by USPS but may be left over from previous distributions of COA forms Other Internet Change of Address Forms Forms submitted by vendors that provide moving services Lesson 3: Change of Address (COA) Forms Page 3-3

28 Course # The COA forms have been redesigned to accommodate the use of an Optical Character Reader (OCR). The OCR attempts to determine what the postal customer has written on the COA. If the OCR cannot finalize the customer information, the image is sent to a Video Display Terminal (VDT) at a REC for processing. The VDT presents an image of the COA and a REC keyer enters the information needed to complete the record. Figure 3-1 through Figure 3-5 show each type of form sent to the Video Display Terminal (VDT) for image processing. PS Form Official Mail Forwarding Change of Address Order PS Form 3575 is the most commonly used Change of Address form. The customer completes this form and either drops it in the mail or presents it to their clerk or carrier. This form provides the following information: Start Date - The day the customer needs their mail to be forwarded to their new address Move Type Individual, Family or Business Move Duration Permanent or Temporary move Temporary End Date The day the customer wants their mail to resume delivery to their old address Name Information Last, First, or Business name information Old Address Address where mail is to be forwarded from New Address Address where mail is to be forwarded to When this form is submitted to the USPS, the customer receives 12 months of forwarding service from the COA Start Date. For months 12-18, the customer s mail is returned to sender with the forwarding address. The customer indicates their COA forwarding type (Permanent or Temporary) and the length of forwarding service in fields 1 4. (See Figure 3-1). If the move is Temporary, the customer receives a maximum of one year of forwarding service. After that time, the carrier resumes delivery to the old address. Page 3-4 Participant Workbook

29 PARS Delivery Unit Clerk/Carrier Training Figure 3-1: PS Form 3575 PS Form 3575S - Official Mail Forwarding Change of Address Order (Spanish) PS Form 3575 is also available in Spanish (see Figure 3-2). Lesson 3: Change of Address (COA) Forms Page 3-5

30 Course # Figure 3-2: PS Form 3575S PS Form 3575www - Electronic Change of Address Order PS Form 3575www is a change of address order found on the USPS website. If the postal customer has completed their change of address order using the Internet but does not wish to pay a processing fee of $1 to update USPS instantly, they print the form and submit it to a postal carrier or clerk. This form is then forwarded to the CFPS for processing. Occasionally, vendors that provide moving services submit a similar form to the USPS on behalf of the postal customer. These forms are added through CFPS in the same manner as any other USPS provided form. Page 3-6 Participant Workbook

31 PARS Delivery Unit Clerk/Carrier Training Figure 3-3: PS Form 3575www Lesson 3: Change of Address (COA) Forms Page 3-7

32 Course # PS Form 3575Z - Employee Generated Change of Address Form PS Form 3575Z is completed and submitted by a postal employee. The Form has been redesigned with new entry boxes and a new scannable color to help the OCR resolve the necessary information. PS Form 3575Z identifies that the customer has moved without providing a forwarding address. The form also identifies PO Box closings where a customer has not provided a forwarding address. The employee provides the old customer address information along with the reason for the change by checking the box for either Moved Left No Address (MLNA) or Box Closed (No order). This information is used to notify mailers that the customer has not left a forwarding address. Figure 3-4: PS Form 3575Z Page 3-8 Participant Workbook

33 PARS Delivery Unit Clerk/Carrier Training PS Form 3546 Official Change/Correction to Mail Forwarding Change of Address PS Form 3546 is completed and submitted by a postal employee. The Form has been redesigned with new entry boxes and a new scannable color to help the OCR resolve the necessary information. PS Form 3546 cancels the original forwarding order. It is used to update the customer s change of address information in the national database. This eliminates the task of sending forwardable mail to an address where the customer no longer resides. The following is a list of new elements on PS Form 3546 (see Figure 3-5): Field of check boxes indicating necessary action to be performed Field to input customer or business name Field to input old mailing address (required completion for corrections only) Field to input new mailing address (required completion for corrections only) Field to affix 3982 label Lesson 3: Change of Address (COA) Forms Page 3-9

34 Course # Other Forms Figure 3-5: PS Form 3546 Occasionally, a form is scanned that is no longer used by USPS. This is a result of customers who have held on to old versions of the PS Form If this occurs, CFPS is not able to identify the form type. As a result, it is not possible for the OCR to identify specific fields on the form and the information is keyed, on the Key-From-Paper desk located in the CFS unit. Page 3-10 Participant Workbook

35 Lesson 4: Procedures for COA Activities Objectives: At the end of this lesson, participants should be able to: Describe the process of transferring COA information to PS Form Properly identify a 3982 label. Properly affix a 3982 label to PS Form Topics: Elimination of PS Form 3575 Transcription 3982 Label 3982 Label Information Keywords: Change of Address (COA) COA Forms Processing Subsystem (CFPS) Facer Identification Mark (FIM) 4-1

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37 PARS Delivery Unit Clerk/Carrier Training Introduction Customers submit a PS Form 3575 Change of Address form through collections boxes, retail lobbies, the Internet and directly to the clerk and carriers. If the postal customer gives the COA to their clerk or carrier, the COA with a FIM and Barcode can be dropped in outgoing mail to be processed on the mail processing equipment (MPE). COAs that do not have a FIM and Barcode are sent to CFS. All Change of Address forms should have a unique barcode on them by January 2005 that directs the form to designated FIM stackers on the automated equipment in the P&DC. The COA forms are sent to selected CFS sites known as COA Form Processing Subsystem (CFPS) sites. Under PARS, the PS Form 3575 is sent directly to these CFPS sites for scanning into the CARS database. By January 2005, the clerk/carrier should no longer receive PS Form 3575 notifying them of a customer move. Instead, clerks/carriers should receive a 3982 Label. This 3982 Label provides the customer s old address information and is affixed to PS Form Lesson 4: Procedures for COA Activities Page 4-3

38 Course # Identifying the 3982 Label Information The new 3982 label contains the following information regarding the change of address for the clerk/carrier: 3982 Header Label Zone POSTNET Barcode Figure 4-1: 3982 Header Label 3982 Label Description Upon receipt of the label, clerks/carriers review and verify accuracy of the following information: Customer s Name Customer s Old Address information Move Type: Individual, Family or Business Carrier Route ID Start Date - Do not send mail in to receive forward processing in CFS or CIOSS prior to start date. Mail is returned to you COA Not Effective Deliver as Addressed Temporary End Date - This is the Temporary Order End date. Do not send mail in to receive forward processing in CFS or CIOSS after Temporary End date. Mail is returned to you Temporary Order Expired Deliver as Addressed CFPS Transaction ID A unique number assigned by CFPS scanner Action - This provides you information of the type of transaction in the Change of Address database ADD, MODIFY, DELETE Page 4-4 Participant Workbook

39 PARS Delivery Unit Clerk/Carrier Training Figure 4-2: 3982 Label Note: Occasionally, clerks/carriers may receive a 3982 label that does not belong on their route. Provide the 3982 label to the supervisor for proper handling. Supervisor should do the following: Distribute to correct carrier in the delivery unit Research in COARS - query for the COA record and review the image of COA (if available) to determine if the information provided on the 3982 label matches customer's recorded information. If incorrect, print the record, affix the 3982 label on page and send to CFS for Key From Paper modification End Label This label consists of: Zone Operator ID Date Printed POSTNET Barcode Lesson 4: Procedures for COA Activities Page 4-5

40 Course # Figure 4-3: 3982 End Label PS Form 3982 PS Form 3982 has been redesigned to accommodate the new 3982 label containing customers old address information. The color, size and weight of the form have remained the same. The form holds 14 COA records. Figure 4-4 below is an example of the redesigned PS Form Figure 4-4: PS Form 3982 Page 4-6 Participant Workbook

41 PARS Delivery Unit Clerk/Carrier Training Affixing the 3982 Label PS Form 3982 Clerks/carriers no longer transcribe customer address information onto PS Form 3982 when PS Form 3575 includes FIM and Barcode. With PARS, clerks/carriers affix a 3982 label to PS Form Figure 4-5 illustrates where to affix a 3982 label. Figure 4-5: Affixing the 3982 Label Lesson 4: Procedures for COA Activities Page 4-7

42 Course # PS Form 3546 PS Form 3546 has been redesigned to accommodate the new 3982 label. PS Form 3546 contains new entry boxes and a new scannable color to help the OCR resolve the necessary information. If a clerk/carrier discovers incorrect information on a 3982 label, the clerk/carrier must complete a PS Form As shown in Figure 4-6 through Figure 4-8, a clerk/carrier should: Figure 4-6: Affixing a 3982 Label to PS Form Affix the PS Form 3982 label to PS Form Page 4-8 Participant Workbook

43 PARS Delivery Unit Clerk/Carrier Training Figure 4-7: Correction Required on PS Form Select the box for the appropriate action to take. 3. Initial, date and include route ID number. 4. Fill out the appropriate information on PS Form Lesson 4: Procedures for COA Activities Page 4-9

44 Course # Figure 4-8: Filling out PS Form 3546 Information on PS Form Transcribe information that appears on a 3982 label onto PS Form 3982 and select check box 3546 Submitted. 6. Deposit PS Form 3546 in designated location. 7. Another 3982 label is generated which includes corrections. 8. Affix the correct 3982 label over the initially transcribed information on PS Form Page 4-10 Participant Workbook

45 PARS Delivery Unit Clerk/Carrier Training PS Form 3575Z PS Form 3575Z has been redesigned with new entry boxes and a new scannable color to help the OCR resolve the necessary information. As shown in Figure 4-9 and Figure 4-10, a clerk/carrier should take the following steps when filling out PS Form 3575Z: Figure 4-9: Filling out PS Form 3575Z 1. Fill out the necessary information on PS Form 3575Z. 2. Initial, date and include route ID number. Lesson 4: Procedures for COA Activities Page 4-11

46 Course # Figure 4-10: Filling out PS Form 3575Z Information on PS Form Transcribe information on PS Form 3982 and select check box 3575Z Submitted. 4. Deposit PS Form 3575Z in designated location. 5. A 3982 label is generated. 6. Affix the 3982 label over the initially transcribed information on PS Form Page 4-12 Participant Workbook

47 Lesson 5: Procedures for Handling UAA RTS Mail Objectives: At the end of this lesson, participants should be able to: Properly endorse Undeliverable as Addressed (UAA) Returned to Sender (RTS) mail for reasons other than a move with the appropriate categories. Endorse the mailpiece in the appropriate location. Topics: Endorsement Categories Endorsement Location Keywords: Return to Sender (RTS) Undeliverable as Addressed (UAA) 5-1

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49 PARS Delivery Unit Clerk/Carrier Training Introduction Undeliverable As Addressed (UAA) Return to Sender (RTS) mail for reasons other than a move is sorted and placed in the throwback case or designated container per Carrier Handbook requirements. Some clarification on methods and procedures are outlined in this lesson. Endorsement Categories The following is a list of the mail endorsement categories and abbreviations for UAA/RTS mail: ANK Attempted Not Known DEC Deceased DIS In Dispute IA Insufficient Address ILL Illegible NMR No Mail Receptacle NSN No Such Number NSS No Such Street REF Refused TA Temporarily Away UNC Unclaimed UTF Unable to Forward VAC Vacant Endorsement Location Clerks/carriers must use abbreviation when endorsing UAA/RTS mail. The following paragraphs outline the endorsement procedure. Placement of the RTS Endorsement RTS endorsements on a mailpiece should be made to the left of the customer s name and address block. Figure 5-1 illustrates a proper clerk/carrier endorsement location. Lesson 5: Procedures for Handling UAA RTS Mail Page 5-3

50 Course # Figure 5-1: Correct RTS Endorsement Location Incorrect Endorsement Locations Clerks/carriers should not endorse above or below the customer s address block. Clerks/carriers should not use red ink or a highlighter. Clerks/carriers should use blue or black ink. Figure 5-2 is an example of an incorrect endorsement location. Figure 5-2: Incorrect Endorsement Location Page 5-4 Participant Workbook

51 PARS Delivery Unit Clerk/Carrier Training Endorsement Exceptions There may be instances when there is no room on the left hand side of the address block to endorse the mailpiece. Only under these circumstances is it acceptable for clerks/carriers to endorse to the right of the address block. Figure 5-3 illustrates an example of this exception. UTF UTF Figure 5-3: Endorsement Placement Exception Lesson 5: Procedures for Handling UAA RTS Mail Page 5-5

52 Course # Page 5-6 Participant Workbook

53 Lesson 6: Procedures for Handling UAA - Forward Mail Objectives: At the end of this lesson, participants should be able to: Reduce the amount of mail for which No Records are found. Properly endorse UAA Forward mail for reasons due to a move. Topics: Correction Procedures Endorsement Locations on the Mailpiece Keywords: Undeliverable as Addressed (UAA) Processing and Distribution Center (P&DC) Computerized Forwarding System (CFS) Cindy-Mary Table 6-1

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55 PARS Delivery Unit Clerk/Carrier Training Introduction When mail is Undeliverable As Addressed (UAA) for reasons due to a move, the clerk/carrier must identify and separate machinable and nonmachinable mail for further processing. Improving No Records The clerk/carrier can reduce the amount of No Records by clarifying the name and/or a delivery address. All individual move types must have a match between both the first and last names on the mailpiece. The Cindy Mary table provides exceptions and special cases for individual moves: Carrier Identified In COA Record Cindy Mary CINDY-MARY TABLE IN CARRIER IDENTIFIED MODE On mailpiece Cindy Mary Cindy M Cindy C Mary C M C Cindy Lou Mary Match Match Match Match Match Match No Match Cindy M Match Match Match Match Match Match No No Cindy Match Match Match Match Match Match Match No C Mary Match Match Match Match Match Match No Match C M Match Match Match Match Match Match No No C Match Match Match Match Match Match Match No Cindy Lou No No Match No No Match Match No Mary Cindy Match Match Match Match Match Match No Match M Cindy Match Match Match Match Match Match No Match Mary Match Match No Match Match No No Match Mary C Match Match No Match Match Match No Match M C Match Match No Match Match No No Match Lesson 6: Procedures for Handling UAA - Forward Mail Page 6-3

56 Course # Forward Processing Just as they do today, clerks/carriers must make sure that there is an active COA on file for any mail that needs to receive forward processing. Mail that is sent to receive forward processing that does not have an active COA on file receives a No Record On File label and is returned to the delivery unit. The No Record On File label reasons are the same as those used today and are as follows: 1 st Class No match in CARS database Forward order expired (beyond 18 months) 3 rd Class Standard A Standard mail that should be wasted at the delivery unit Exceptional Address Format Mail should be delivered as addressed or properly endorsed COA Not Effective Clerk/carrier should review start date on 3982 label Deliver mail as addressed Temporary Order Expired Clerk/carrier should review temporary end date on 3982 label Deliver mail as addressed Endorsement Location Clerks/carriers must endorse the mailpiece in the appropriate location to help reduce the amount of mail for which No Records are found. The following paragraphs outline the endorsement procedure. When correcting customer name or address information on a mailpiece, clerks/carriers must lineout the incorrect information and write the correct information to the left of the address block. Figure 6-1 illustrates the correct way to correct customer information on a mailpiece. Clerks/carriers must not circle the incorrect information. The circle could prevent keyer at a REC site from determining the necessary information (see Figure 6-2). Page 6-4 Participant Workbook

57 PARS Delivery Unit Clerk/Carrier Training Figure 6-1: Correct endorsement location Figure 6-2: Incorrect Endorsement Method Lesson 6: Procedures for Handling UAA - Forward Mail Page 6-5

58 Course # Incorrect Endorsement Locations Clerks/carriers should not endorse above or below the customer s address block. Clerks/carriers should not use red ink or a highlighter. Clerks/Carriers should use blue or black ink. Figure 6-3 illustrates an incorrect endorsement location. Figure 6-3: Incorrect Endorsement Location REC Site Images When the mailpiece is keyed at the REC site, a dialog box appears either above or below the address block (see Figure 6-4). If a clerk/carrier endorses the mailpiece above or below the address block, the REC keyer is not able to read the endorsement because of the placement of the selection box on the VDT. It is imperative that the clerk/carrier endorse to the left of the address block. Also, it is important that a clerk/carrier does not use a highlighter on a mailpiece. An area highlighted by a clerk/carrier using a highlighter appears blocked out on the VDT making the image unreadable for the REC keyer. Page 6-6 Participant Workbook

59 PARS Delivery Unit Clerk/Carrier Training Dialog Box Figure 6-4: Mailpiece Image Seen at the REC Site Lesson 6: Procedures for Handling UAA - Forward Mail Page 6-7

60 Course # Endorsement Exceptions There may be instances when there is no room on the left-hand side of the address block to endorse the mailpiece. Only under these circumstances is it acceptable for clerks/carriers to endorse to the right of the address block. Figure 6-5 illustrates an example of this exception Figure 6-5: Endorsement Exception Page 6-8 Participant Workbook

61 Lesson 7: National Participation Objectives: At the end of this lesson, participants should be able to: Describe the importance of uniform and national participation by all USPS employees. Topics: National participation Keywords: United Stated Postal Service (USPS) Postal Automated Redirection System (PARS) 7-1

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63 PARS Delivery Unit Clerk/Carrier Training Introduction It is critical that all clerks/carriers adhere to the new policies and procedures to ensure the success of the USPS PARS program. National Participation Changes in the delivery unit may appear to be minor, but are important to the success of the USPS. The clerks/carriers need to properly endorse the RTS mail and follow corrections procedures as outlined. This ensures the P&DC, REC and CFS sites are provided information needed to process UAA mail. The Delivery Unit must work closely with the P&DC and CFS sites to ensure that proper forwarding or returning of the mail takes place and that customers are not adversely impacted by this change. The PARS program impacts every functional area of the USPS. In order for this program and the Postal Service to be successful, we need to work together. Lesson 7: National Participation Page 7-3

64 Course# Page Revision 1 Participant Workbook

65 Appendix A: Glossary A-1

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67 PARS Delivery Unit Clerk/Carrier Training Glossary Acronym/ Symbol/ Term Definition 3982 Report A report generated by COARS that displays all active COAs on file for a specific delivery point. ACS AFR AFCS ANK Business Carrier Return CARS CFR CFS CFPS Cindy-Mary Table CIOSS CNL Address Correction Services USPS Endorsement Advanced Forwarding Reader - A device developed by Siemens to provide recognition functions for use in the redirection of mail. Advanced Facer Canceling System. Attempted Not Known - Notation used to identify that the carrier attempted delivery but the postal patron has moved without providing a forwarding address. One of three different move types in the Change of Address database. Mail that has already been to the carrier assigned to deliver to the address on the mailpiece and has been returned for further processing to a new address. Change-of-Address Record Server - Database server containing all change of address orders. COA Forms Reader Computerized Forwarding System - A system used by the USPS to provide mail redirection and address correction services. COA Form Processing Subsystem. A table outlining name matching rules. Combined Input-Output Sub-System - A mail processing machine specifically designed used in the PARS project that is capable of both image input and result output functions. Confirmation Notification Letter Appendix A: Glossary Page A-3

68 Course # Acronym/ Symbol/ Term COA COARS DBCS DBCS/OSS DCO DEC DIS DIOSS DPC DU DVD ECOA Endorsement Categories Endorsement Location Definition Change-of-Address - Term applied to various aspects of mail redirection. Most commonly applied to the customer-supplied written request to forward mail when the customer moves. Change-of-Address Reporting System. Delivery Bar Code Sorter. Delivery Bar Code Sorter / Output Subsystem. Data Conversion Operator - A clerk whose job entails viewing mail piece images and entering data on a keyboard to derive delivery information from a database. Deceased In dispute Dual Input/Output Subsystem. Delivery Point Code - Any 5 digit (ZIP5), 9 digit (ZIP5 plus 4) or 11 digit (ZIP5 plus 4 plus delivery point) delivery code. Delivery Unit. Digital Video Disc Electronic COA form (sent via the Internet). Mail endorsement categories for UAA/RTS mail other than a move. The appropriate place on the mailpiece on which to place an endorsement. Extract Code An extraction code consisting of the first 4 characters of the last name and the last 3 digits of the primary number. Family FCS FIM IA One of three different move types in the Change of Address database. Forwarding Control System Facer Identification Mark Insufficient Address Page A-4 Glossary

69 PARS Delivery Unit Clerk/Carrier Training Acronym/ Symbol/ Term ICOA ILL Individual Interception Mailclass MLNA Move Type MPE MVL NCSC NMR NSN NSS OCR P&DC PARS POSTNET Barcode PS Form 3575S Definition COA form printed out from the Internet. Illegible One of three different move types in the Change of Address database. Mil that has been confirmed as UAA during normal DBCS or OCR operations. The service level assigned to a mailpiece in accordance with USPS regulations. Moved Left No Address One of three different move types in the Change of Address database; Individual, Family or Business. Mail Processing Equipment. Move Verification Letter National Customer Support Center - USPS facility in Memphis, Tennessee, that provides various levels of support to postal organizations and customers. No Mail Receptacle No Such Number No Such Street Optical Character Recognition - Computer functionality to convert image data into ASCII or other usable data format. Processing and Distribution Center. Postal Automated Redirection System - A system designed to intercept and process UAA mail using automated techniques. Postal Numeric Encoding Technique Barcode. Spanish language Official Mail Forwarding Change of Address Order. Appendix A: Glossary Page A-5

70 Course # Acronym/ Symbol/ Term PS Form 3575 PS Form 3575www PS Form 3575Z PS Form 3546 REC RIC REF RTS RTS Reason TA UAA UNC USPS UTF VAC VDT Definition Official Mail Forwarding Change of Address Order. Electronic Change of Address Order (printed from the internet by the postal customer - ICOA). Employee Generated Change of Address Form. Official Change/Correction to Mail Forwarding COA order. Remote Encoding Center - A USPS facility where DCOs process image data to derive delivery address information. Redirection Image Controller - The image manager of PARS. RIC is a synonym for the CS1000 dvcc (distributed Video Coding Control) including IH (Image Handler) adapted for PARS. Refused Return To Sender. One of the 13 different reasons for which a mailpiece can be endorsed RTS. Temporarily Away Undeliverable as Addressed - Term applied to mail which cannot be delivered to the address on the item due to a customer move, incorrect address data, etc. Unclaimed United States Postal Service - Independent agency of the Executive Branch, established in Unable to Forward Vacant Video Display Terminal Page A-6 Glossary