Making improvements

The Postal Service is improving its Customer 360 platform, based on feedback from employees who’ve used the system since its introduction last year.

Known as C360, the system shows when, where and how often a customer has previously contacted USPS for help, and it integrates other applications to help address customers’ inquiries faster.

Here’s an overview of the improvements, which are slated to debut in September:

Expanded reporting capabilities. The Postal Service will add features to C360 that allow employees at all levels to track the status of service updates and adherence to service level agreements. Additionally, the system will make it easier to manage customer inquiries received from postal executives, the USPS Board of Governors and congressional offices.

Better customized reports. The system will allow users to access the Salesforce Einstein tool for consumer and industry contact managers in addition to the updated national, area and district dashboards that were added in August.

More opportunities for collaboration. The system will improve the review and approval process for email communication between Post Offices and customers and make it easier to track emails that are assigned for review.

C360 is part of the Postal Service’s broader efforts to deliver excellent customer experiences, a core strategy.

The Customer 360 Blue page has more information about the platform.

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Travel policy extended

The Postal Service’s policy limiting business travel during the ongoing coronavirus pandemic has been extended to Nov. 16.

The policy affects all business trips, including in-person training.

Only travel that is deemed critical to the organization’s mission and trips that cannot be postponed will be approved.

Some travel will be allowed to maintain the efficiency of operations and to conduct certain business. In those cases, travel requests must be reviewed by a USPS officer to ensure they meet the policy’s criteria.

Whenever possible, travel is on a voluntary basis, since some employees may have health concerns or may be uncomfortable traveling during the pandemic.


Postal Service employees can participate in an upcoming webinar on preparing for retirement.

The session, “Retirement 101,” will be held Tuesday, Sept. 22, at noon EDT.

Susan Allgood, a federal plans team relationship manager for Aetna, will conduct the webinar and help participants understand Federal Employees Health Benefits program options, U.S. Office of Personnel Management regulations, enrollment changes in retirement, and Tricare dental insurance enrollment.

The presentation will also provide a better understanding of how benefits might work nationwide and overseas. Other topics will include tools and resources available before and after retirement to help plan for changes.

Employees interested in participating should use the Google Chrome browser to register on the webinar website. After signing up, directions will be emailed to each registrant.

Participation is voluntary. Nonexempt employees may only participate off the clock or during authorized breaks.

The Financial Wellness LiteBlue page also has retirement planning information. For more information, email the USPS Health and Wellness team.

Share your feedback at Your comments could be included in the “Mailbag” column.