Trends in Print and Mail

In previous posts on requests for proposals (RFPs), we’ve discussed the team, the process, and the reasons why RFPs work. It’s just as important to consider what is included in the actual RFP document. With that in mind, here are the five elements of an optimal RFP:

1. Clear directions, with a single point of contact
   
2. Distinct sections for each subject
   
3. Provide answers to all vendor questions to all vendors

Gathering for the first time since 2019, mailing professionals flocked to Phoenix for the National Postal Forum (NPF). People came ready to work – attending classes, connecting with vendors on the exhibit hall, and hearing from postal executives on products and policies.

A group of volunteers kicked off the conference with a different kind of work. Partnering with the NPF, The Berkshire Company sponsored a Habitat for Humanity build day on Saturday. The crew installed roofing, painted sections of the exterior and assembled work stools. We ended the day with a presentation of a mailbox for the new homeowners.

In less than 9 weeks, leaders in the mailing industry will be gathering at the National Postal Forum (NPF) – April 26-29, 2020 at the beautiful Orlando World Center Marriott in Orlando, Florida.

The mailing industry continues to evolve, and mailing professionals need to stay informed to be successful. At the NPF, that knowledge may be gained in educational sessions, from the vendors in the exhibit hall, or from fellow professionals in the many networking opportunities. Different paths that all lead to success on the journey to innovation.

It’s impossible to predict the future, but when there are storm clouds in the sky, you can be pretty sure it’s going to rain. Lightning and downpours can be seen in the distance, inching their way forward. We brace for the worst.

Of course, a good rain helps farmers grow crops. Watersheds and aquifers are refreshed, increasing the supply of clean water for our homes. Grasslands and forests are rejuvenated, staving off brutal fires.

There are clouds in the skies for the print-mail industry.

It seems that every day, there’s a news story about hackers stealing customer information from a computer system. Most publicized cases involve large companies being hacked for credit card information and passwords for millions of people. Small companies are hacked too, but those stories don’t seem to grab as much attention.

Physical mail is fairly secure and is protected by federal laws enforced by the US Postal Service Inspection Service (USPIS). With a heritage that traces back to Benjamin Franklin, the USPIS aggressively pursues criminals who use the mail to attach or defraud victims. Companies and individuals put great trust in a sealed envelope marked “First-Class Mail”.

In the past, creating transactional mail documents was performed by companies using internal systems. Printers were directly attached to the mainframe computer system. The mail services department was in the same building, if not in the same room. There were tight controls from data to print to insert to delivery to the post office.

As a mailer, you took the right steps to select a service provider for your documents. The Request for Proposals (RFP) process helped you select the vendor with the best services at the best prices. Careful contract negotiations locked in pricing and service levels.

As a service provider, you bring on customers that best match your capabilities. A contract is signed that provides value for the customer, while providing a reasonable profit for the company. The next step is to complete the onboarding process.

Client and provider work together to transition work. Following a project plan with ample testing, documents are reviewed and approved. On schedule, the mail is moved into production.

This is only the beginning of the relationship. Just like a relationship between two people, there must be trust between the two parties. Establishing trust isn’t a one-time event, but an ongoing activity with the customer and the service provider taking active roles.
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Just in time to approve the 2019 postal rate increase, the Senate confirmed two members of the U.S. Postal Service (USPS) Board of Governors. One of the new governor’s term expired in December, other nominees didn’t even receive a hearing, so the administration will have to resubmit their names in 2019. Postal Legislation is still mired down in subcommittees of both houses.

After one White House report caused an uproar by recommending privatizing the USPS, the long-delayed Task Force report side-stepped that option while providing few other ideas. The Postal Regulatory Commission (PRC) has taken no action on their own proposed changes to the rate-making process.

On July 6, 2018, when the Trump Administration announced tariffs on certain goods from China, the media focused on steel and aluminum – essential components of manufacturing. The tariffs actually were applied an entire group of products – detailed on a 28-page list available on the United States Trade Representative (USTR) website. The impact goes beyond automobiles and motorcycles, including equipment used in the mailing industry.

When a company decides to outsource customer communications to a service provider, that doesn’t mean the work is done. The vendor must be monitored and managed to ensure that they’re meeting the standards negotiated in the contract. Savvy customers take managing their vendors to the next step – by conducting periodic audits for quality control, best practices, and compliance with postal and industry regulations.

When you sort the pieces that arrived in your mailbox today, take a good look at the return addresses. Most of the mail you received wasn’t printed by the company whose name appears in the upper left-hand corner. Instead, it was manufactured – and probably mailed – by a print-mail service provider (PSP).