The U.S. Postal Service is looking to capitalize on the popularity of mobile shipping, and its inspector general has a few ideas.
In a report released on Aug. 31, the OIG outlines 10 ways the post office can improve its popular app and mobile site service to attract an increasingly digital-centric customer base.
"For the U.S. Postal Service, this mobile phase of the Digital Age represents another opportunity to meet consumers' existing or emerging needs," the report said. "However, mobile technology is always evolving and innovating, so it is imperative for all organizations, including the Postal Service, to continually be aware of and responsive to emerging trends in mobile."
Using customer data, social media and mobile development research, the report outlines five updates to apply to the existing USPS app, which has amassed 7.2 million downloads as of July 2015, and five new apps that could expand the service's digital-first strategy.Here is what the OIG recommends:
Adding Account Management to USPS Mobile app
The report first recommends adding a personalized account management function for the current USPS app, allowing users to store their information for future package shipping, building more brand loyalty for USPS.
The postal service's desktop site currently features account functionality called MyUSPS, the report notes that the app doesn't include that service.
Noting that competitors FedEx and UPS already feature account management on their sites, the report said adding the feature to mobile apps could increase customer convenience.
Add Mobile Pay to the app
By integrating new payment features like Apple Pay and Google Wallet, the postal service can expand its mobile services options for users. The report also recommended extending existing features like buying stamps and paying shipping costs, available on the mobile site, to USPS's app.
Better package tracking
The report also suggested expanding package tracking functionality within the USPS app and mobile site, including push notifications and alerts to give users updates on where their packages are, as well as a scheduling feature for users to set a time for pick up at postal facilities.
Wait-Time Updates
Citing social media studies of consumer and data on postal service wait times, the report recommended developing consumer-friendly updates and wait-time update structures for the USPS app to give users options when it comes to shipping.
Call-back customer service
In an effort to improve the USPS's customer service reviews, the report suggests adding a call-back feature where users can request customer support contact them to help reduce call times.
New apps for the market
In addition to new functionality for the USPS app, the OIG report also recommended expanding the app market to include new services.
Scan-and-Send
The best way to free up wait times and the post office is to avoid it all together. With an app that allows users to scan the item they want to ship, the USPS could build an app that would order the right box to be delivered, let users pay for postage and schedule home pick-up.
The report noted that this could be a solution over the automated shipping systems, which have been a magnet for negative customer sentiment.
Passport apps
Passport processing revenue for the postal service has declined $116 million from FY2008 to FY2014. The report notes that only 15 percent of post offices process passports and wait times could be detracting from people applying to a passport at postal facilities.
To make applying for a passport easier, the report suggested the USPS develop an app that could help users find the nearest passport office, fill out passport forms online and track the status of applications.
Heading off paperless statements with mobile bill pay
Citing a $4.5 billion-decline in postal revenue from bill postage, the report suggests creating an app that would allow users to sill receive paper statements, but pay them online.
The app would allow users to scan paper bills and either pay them through a secure system or integrate or apps like Apple Pay and Google Wallet.
Digital money orders
With money order revenue generating $165 million 2014, the USPS could expand this economic driver with an app platform that allows users to file orders online and scan a QR code at a post office to receive orders on-site.
Clip your coupons online
The OIG also suggested developing an app that allowed users to scan the barcodes on their favorite coupons and store them on their smartphones. The report noted that this feature was included previously on the USPS app, but was removed due to limits of its functionality.
An updated app would allow the postal service to stay active in a consumer market that shipped 329 billion in coupons in 2013.
Read the full report here.
