R
`
`Computerized Forwarding System Managers and Supervisors
`Guide
`Handbook PO-602
`
`June 2003
`Transmittal Letter 2
`
`A. Purpose. This full revision of Handbook PO-602 updates undeliverable-as-addressed
`mail guidelines for managers and supervisors because of current breakthroughs in
`technology that increase productivity while reducing workhours. Managers and
`supervisors should use the provided guidelines and tools to transform work practices to
`build a highly effective and motivated workforce and aid Postal Service customers.
`
`An important transformation strategy is the use of technology to add value to postal
`products and services. This, in turn, can support growth. The Computerized Forwarding
`System programs and the Postal Automated Redirection System use advanced
`technologies to make it easier and more convenient for our commercial customers to do
`business with the Postal Service and continue providing affordable, universal service —
`even when our customers move. Expanding customer access to our products and
`services is an important part of the Postal Service’s transformation efforts.
`
`B. Explanation. This is a full revision of Handbook PO-602, CFS Management Guidelines,
`November 1986.
`
`C. Distribution. Handbook PO-602 is available on the Postal Service Corporate Intranet at
`http://blue.usps.gov/cpim (click on HBKs tab). It is also found on the Customer Service
`Operations web site at http://blue.usps.gov/delivery/cs_operations.htm.
`
`D. Comments. Address all questions and comments about the content of this handbook to:
`MANAGER CUSTOMER SERVICE SUPPORT
`UNITED STATES POSTAL SERVICE
`475 L’ENFANT PLAZA SW RM 5621
`WASHINGTON DC 20260-5613
`E. Effective Date. This revision is effective June 2003 and obsoletes all previous
`issues of Handbook PO-602.
`
`Henry A. Pankey
`Vice President
`Delivery and Retail
`
`Page 1
`
`RMI EXHIBIT 2031
`CBM2014-00116
`
`

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`Page 2Page 2Page 2
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`Page 2
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`

`
`About This Handbook
`
`About This Handbook
`
`Purpose
`
`Handbook PO-602 provides United States Postal Service Computerized
`Forwarding System (CFS) unit managers and supervisors with
`information to effectively manage CFS operations. CFS operations
`provide forwarding, return, and address correction services to Postal
`Service customers. This handbook also provides general information
`about CFS processes and procedures and directs managers and
`supervisors to the Customer Service Operations web site for more
`specific information and current tools approved by Headquarters. For
`those CFS employees who are unable to access the information and
`tools provided on the web site for CFS units, contact the area CFS
`advisory board representative to provide you with the information and
`tools.
`
`This handbook is to be used in conjunction with the Customer Service
`Operations web site on the Postal Service Corporate Intranet at
`http://blue.usps.gov/delivery/cs_operations.htm. The Customer Service
`Operations web site will provide tools as needed such as:
`
`H Operating plan (see 4-1.1).
`
`H Work instructions, which replace standard operating procedures
`(SOPs) and best practices.
`
`H Advisory list.
`
`H Mail arrival profile.
`
`H Staffing and scheduling tools.
`
`H Quality control forms.
`
`This handbook is intended to improve the internal management of the
`Postal Service and is not intended to, nor does it, create any right,
`benefit, or trust responsibility, substantive or procedural, enforceable at
`law or equity by any party against the Postal Service. This handbook is
`not a Postal Service regulation; it concerns internal procedures and
`practices that do not affect individual rights and obligations. It also does
`not create any right to judicial review involving compliance or
`noncompliance with the procedures established by this handbook.
`
`June 2003
`
`iii
`
`Page 3
`
`

`
`Computerized Forwarding System Managers and Supervisors Guide
`
`Organization of Handbook
`
`This handbook is organized as follows:
`
`H Chapter 1, Introduction, explains the processing of undeliverable-
`as-addressed mail, which is the main purpose of CFS. This
`chapter provides information about several change of address
`(COA) programs and ancillary services that affect the business
`and customers.
`
`H Chapter 2, Overview of CFS Operational Equipment and
`Maintenance Information, provides information about equipment
`that is used to process the mail and general maintenance
`information.
`
`H Chapter 3, CFS Functional Processes, provides a review of the
`functions that occur within CFS operations, from the customer’s
`submission of the change of address to the various processes
`and ending with the dispatch operations.
`
`H Chapter 4, CFS Unit Manager and Supervisor General Duties,
`discusses their responsibilities related to the unit plan, unit
`performance, employee performance, time and attendance,
`management reporting, customer service, safety, and
`environment.
`
`Many forms are referenced throughout this handbook. For information
`about the most current form and source to obtain it, see Publication 223,
`Directives and Forms Catalog, which is updated monthly online at
`http://blue.usps.gov/cpim/pubid.htm.
`
`iv
`
`Handbook PO-602
`
`Page 4
`
`

`
`Contents
`
`Chapter
`
`Contents
`
`Page
`
`About This Handbook
`
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`
`iii
`
`1
`
`2
`
`1-2
`
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`Introduction
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`1-1
`Overview
`1-1.1
`Computerized Forwarding System
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`1-1.2
`Processing UAA Mail
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`Programs
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`1-2.1
`National Change of Address
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`1-2.1.1
`COA Address Matching Criteria
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`1-2.1.2
`NCOA Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`1-2.1.3
`Benefits
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`1-2.1.4
`Nixie Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`1-2.2
`Address Change Service
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`1-2.2.1
`Benefits
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`1-2.2.2
`Participant Code and Optional Keyline
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`1-2.2.3
`ACS Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`FASTforwardR
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`1-2.3
`Ancillary Service Endorsements
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`1-3.1
`Overview
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`1-3.2
`Proper Endorsements
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`
`1-3
`
`. .
`Overview of CFS Operational Equipment and Maintenance Information
`2-1
`Operational Equipment Brief Descriptions
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`2-1.1
`Mechanized Terminal
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`2-1.2
`Optical Scanning Workstation
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`2-1.3
`Flats Forwarding Terminal Workstation
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`2-1.4
`Nonmechanized Terminal
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`2-1.5
`Supervisor (or Manager) Workstation
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`2-1.6
`Photocopiers
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`2-1.7
`Forwarding Control System
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`2-1.7.1
`File Server
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`2-1.7.2
`Housecleaning Computer
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`General Maintenance Information
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`2-2.1
`Maintenance Responsibilities
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`2-2.1.1
`Software Installation
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`2-2.1.2
`Maintenance Modification Order
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`
`2-2
`
`June 2003
`
`1-1
`1-1
`1-1
`1-2
`1-3
`1-3
`1-3
`1-4
`1-4
`1-5
`1-5
`1-6
`1-6
`1-6
`1-7
`1-9
`1-9
`1-9
`
`2-1
`2-1
`2-1
`2-2
`2-2
`2-2
`2-3
`2-3
`2-3
`2-3
`2-4
`2-4
`2-4
`2-4
`2-5
`
`v
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`Page 5
`
`

`
`Computerized Forwarding System Managers and Supervisors Guide
`
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`Software Modification Order
`2-2.1.3
`Routine Preventive Maintenance
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`2-2.1.4
`2-2.2
`ZIP+4 CD-ROM
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`2-2.3
`MTSC Help Desk
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`
`3
`
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`CFS Functional Processes
`3-1
`Keying Functions
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.1
`Change of Address Entry (Data Maintenance)
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.1.1
`Objective
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.1.2
`Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.1.2.1 Manual Form 3575 Completion
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.1.2.2 Electronic/Internet Form 3575
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.1.2.2.1 Form 3575 on MoversGuideonline
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.1.2.2.2 Form 3575 at Postage Mailing Centers
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.1.3
`Customer Verification of Change of Address
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.1.3.1 Confirmation Notification Letter
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.1.3.2 Move Validation Letter
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`Letter Mail Processing
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.2
`3-1.2.1
`Objective
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.2.2
`Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.3
`Flat Mail Processing
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.3.1
`Objective
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.3.2
`Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.4
`ACS Nixie Processing
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.4.1
`Objective
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.4.2
`Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.5
`Speech Recognition Processing
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.5.1
`Objective
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-1.5.2
`Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`Keying Support Processes
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-2.1
`Mail Preparation
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-2.1.1
`Objective
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-2.1.2
`Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-2.2
`Load/Sweep Operation
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-2.2.1
`Objective
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-2.2.2
`Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`Additional Support Processes
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.1
`3547 Processing
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.1.1
`Objective
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.1.2
`Manual 3547 Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.1.3
`Automated Program Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`
`3-2
`
`3-3
`
`2-5
`2-5
`2-5
`2-6
`
`3-1
`3-1
`3-1
`3-1
`3-1
`3-1
`3-2
`3-2
`3-2
`3-3
`3-3
`3-3
`3-4
`3-4
`3-4
`3-4
`3-4
`3-4
`3-5
`3-5
`3-5
`3-6
`3-6
`3-7
`3-7
`3-7
`3-7
`3-7
`3-8
`3-8
`3-8
`3-9
`3-9
`3-9
`3-9
`3-10
`
`vi
`
`Handbook PO-602
`
`Page 6
`
`

`
`Contents
`
`. . . . . . . . . . . . . . . . . . . . .
`Form 3579, Notice of Undeliverable Periodical, Processing
`3-3.2
`3-3.2.1
`Objective
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.2.2
`Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.3
`Optional Bypass Form 3579 Processing
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.3.1
`Objective
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.3.2
`Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.4
`Dispatch
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.4.1
`Objective
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.4.2
`Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.5
`Postage Due
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.5.1
`Objective
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.5.2
`Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.6
`Waste Verification and Recycling
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.6.1
`Objective
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.6.2
`Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.7
`Dead Mail Processing
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.7.1
`Objective
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.7.2
`Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.8
`Signature Capture Process — OSW
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.8.1
`Objective
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`3-3.8.2
`Process
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`
`4
`
`4-2
`
`. . . . . . . . . . . . . . . . . . . . . . .
`CFS Unit Manager or Supervisor General Duties
`4-1
`Unit Operating Plan
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-1.1
`Contents of Unit Operating Plan
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-1.2
`Mail Arrival Profile
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-1.3
`Operational Window
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-1.4
`Scheduling and Staffing
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`Unit Performance
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-2.1
`Budget
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-2.2
`Mail Condition Monitoring and Reporting
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-2.2.1
`Color-Coding Mail
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-2.2.2
`Delayed Mail Reporting
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-2.2.3
`Unworked Mail
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`Employee Performance
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-3.1
`General Responsibilities
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-3.2
`Employee Evaluations
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-3.2.1
`Performance Evaluations
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-3.2.2
`Informal Evaluation
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-3.2.3
`Outstanding Performance
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-3.2.4
`Unsatisfactory Performance
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`
`4-3
`
`June 2003
`
`3-10
`3-10
`3-10
`3-11
`3-11
`3-12
`3-12
`3-12
`3-12
`3-13
`3-13
`3-13
`3-13
`3-13
`3-13
`3-14
`3-14
`3-14
`3-14
`3-14
`3-14
`
`4-1
`4-1
`4-1
`4-2
`4-3
`4-3
`4-4
`4-4
`4-5
`4-5
`4-6
`4-6
`4-6
`4-6
`4-7
`4-7
`4-8
`4-8
`4-8
`
`vii
`
`Page 7
`
`

`
`Computerized Forwarding System Managers and Supervisors Guide
`
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`Positive Supervision
`4-3.2.5
`4-3.3
`Suggestions for Training New Employees
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-3.3.1
`New-Hire Employees Probationary Objectives (Sample)
`. . . . . . . . . . . . . . . . . . .
`4-3.3.2
`New-Hire Employees Probationary Task Goals (Sample)
`. . . . . . . . . . . . . . . . . . .
`4-3.3.3
`Documentation of Training
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-3.4
`Quality Control
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-3.4.1
`Responsibilities
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-3.4.2
`Quality Control Tools
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`Time and Attendance
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-4.1
`Timekeeping
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-4.2
`Leave Schedules
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-4.3
`Attendance Control
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`Management Reporting
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-5.1
`Form 3925
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-5.1.1
`General
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-5.1.2
`Plan Hours
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-5.1.3
`Plan Mail Volume
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-5.1.4
`Support Hours
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-5.1.5
`Other Hours
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-5.2
`Work Analysis Report
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-5.3
`CFS Daily Report
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-5.4
`No-Record Report
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-5.5
`COA Database Prints
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-5.6
`Customer Services Daily Reporting System
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-5.7
`Flash Report
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`Customer Service
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-6.1
`External Communications
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-6.1.1
`Telephones
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-6.1.2
`Correspondence
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-6.2
`Internal Communications
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-6.2.1
`Transportation
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-6.2.2
`Plant Operations
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-6.3
`Delivery Units
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-6.4
`Delivery Unit Compliance
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`Safety
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-7.1
`Safety Talks
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-7.2
`Observation of Safe Work Practices
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-7.3
`On-the-Job Safety Analysis
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-7.4
`CFS Equipment
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-7.5
`Repetitive Stress Disorder
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-7.6
`CFS Rotations
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`
`4-8
`4-8
`4-9
`4-10
`4-10
`4-10
`4-10
`4-11
`4-11
`4-11
`4-12
`4-12
`4-12
`4-13
`4-13
`4-14
`4-15
`4-15
`4-15
`4-15
`4-16
`4-17
`4-17
`4-18
`4-19
`4-19
`4-19
`4-20
`4-20
`4-20
`4-20
`4-20
`4-20
`4-21
`4-21
`4-22
`4-22
`4-22
`4-22
`4-23
`4-23
`
`4-4
`
`4-5
`
`4-6
`
`4-7
`
`viii
`
`Handbook PO-602
`
`Page 8
`
`

`
`Contents
`
`4-8
`
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`Environment
`4-8.1
`Energy Conservation
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-8.2
`Housekeeping
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`4-8.3
`Site Layout
`. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
`
`4-24
`4-24
`4-24
`4-25
`
`Appendix
`Checklist of Postal Service References and Sources
`
`. . . . . . . . . . . . . . . . . . .
`
`A-1
`
`June 2003
`
`ix
`
`Page 9
`
`

`
`Computerized Forwarding System Managers and Supervisors Guide
`
`This page intentionally left blank
`
`x
`
`Handbook PO-602
`
`Page 10
`
`

`
`Introduction
`
`1
`Introduction
`
`1-1 Overview
`
`1-1.1 Computerized Forwarding System
`
`The Postal Service annually processes approximately five billion
`mailpieces that cannot be delivered as addressed. This mail is classified
`as undeliverable-as-addressed (UAA) mail. The handling procedures
`involved with this type of mail include forwarding, returning to sender, or
`disposing of as waste mail. UAA mail is processed through CFS sites
`and by the various delivery units.
`
`The majority of changes and advancements in this area have occurred
`within the past 20 years, and a new automated system is going to be
`implemented. Highlights are as follows:
`
`H 1979 — Phase I deployment of CFS was a major success. The
`return on investment (ROI) was calculated at approximately 360
`percent. Phase II deployment was initiated. The largest
`metropolitan areas of the United States now have CFS
`processing capability.
`
`H 1988–1990 — National deployment of CFS II equipment occurs.
`
`H 1999 — Deployment of the Forwarding Control System (FCS)
`occurs, moving the process from a mainframe to a personal
`computer (PC) network environment.
`H 2003  Introduction of Postal Automated Redirection System
`(PARS) starts. PARS is a program designed to move
`automation-compatible letters from the mechanized environment
`in CFS units and process them 20 to 30 times faster on
`automation equipment. At least one delivery barcode sorter
`(DBCS) in each plant is to be modified with the addition of a
`25-foot kit that adds the capability to label and print as follows:
`
`June 2003
`
`1-1
`
`Page 11
`
`

`
`Computerized Forwarding System Managers and Supervisors Guide
`
`– Mail undeliverable due to a move is identified when it first
`appears in postal automation and is labeled and redirected at
`that point. The system is able to create address corrections
`(both “3547” notices to mailers of correction in address and
`Address Change Service types) and dispose of the mail
`properly based on the age of the COA, the mailer’s
`endorsement, and the rate class.
`– Additionally, PARS provides the ability to scan COAs, thus
`reducing the amount of manual keying that must be done to
`enter a COA into the database.
`– PARS also changes the way mail identified by the delivery
`units as undeliverable for reasons other than a move is
`handled. The modified DBCS will also process this mail, and
`if it must be returned to the sender, prints the label with the
`return address and barcode, thus eliminating the multistep
`manual and automation combination now being used.
`Note: Visit the Customer Service Operations web site at http://blue.
`usps.gov/delivery/cs_operations.htm for information regarding
`changes to CFS operations and about PARS.
`
`1-1.2 Processing UAA Mail
`
`The Postal Service processes UAA mail as follows:
`
`1. Customer notifies the Postal Service that he or she wants mail to
`be delivered to a different address by filing PS Form 3575,
`Change of Address Order.
`
`2. Delivery unit verifies and initials Form 3575, enters required
`information on Form 3575, and sends it to the CFS unit along
`with any forwardable mail for that customer.
`
`3. CFS operator enters the COA information into the CFS database.
`
`4. Delivery unit continues to send mail for processing to the CFS
`unit until the expiration of the customer’s request.
`
`1-2
`
`Handbook PO-602
`
`Page 12
`
`

`
`Introduction
`
`1-2 Programs
`
`1-2.1 National Change of Address
`
`More than 40 million Americans change addresses annually. Such a
`volume creates formidable obstacles in maintaining a high-quality
`mailing list that tracks customers who move. The National Change of
`Address (NCOA) program makes change-of-address information
`available to mailers in order to reduce undeliverable or duplicate
`mailpieces. The NCOA service is a comprehensive program that helps
`mailers to identify changes of address before mail enters the
`mailstream.
`
`The NCOA service helps reduce UAA mail by correcting input addresses
`before mailing. The NCOA has been in service since 1986 and has
`saved millions of dollars that otherwise would have been wasted in
`materials and postage.
`
`1-2.1.1 COA Address Matching Criteria
`
`COA information is controlled by strict regulations of name and address
`matching. In order for the NCOA database to recognize a match, all input
`address information must be identical to the old address in the database.
`Name matching logic is determined by the type of move (individual,
`family, or business) that is listed in the data record of the NCOA
`database. The name is then matched with the candidate in question, as
`follows:
`
`H Individual — Match first name, middle name or initial, surname,
`and title. The NCOA customer can elect to have only individual
`match logic used, regardless of the move type in the NCOA
`record, when that file is processed.
`
`H Family — Match surname only.
`
`H Business — Match entire business name.
`
`Postal Service customers who move several times within a 4-year period
`are linked or chained, when possible, to ensure that the latest address
`is furnished when an NCOA match is attained. This is not always
`possible if subsequent COA forms are not filed in exactly the same
`manner as the previously filed COA forms.
`
`June 2003
`
`1-3
`
`Page 13
`
`

`
`Computerized Forwarding System Managers and Su