Expands the main menu

Breadcrumb

White Papers

  • Image
Sep
29
2014
Report Number:
RARC-WP-14-014
Report Type:
White Papers
Category: Customer Service

The Postal Service Customers of the Future

White Paper RARC-WP-14-014 - 9/29/2014

Today, rapid technological innovation means that change is almost continuous and often unpredictable. For the U.S. Postal Service, this fast-paced environment requires positioning to meet the needs of its wide range of customers as an uncertain future unfolds. To that end, our office conducted extensive research and employed scenario planning to understand what the needs and expectations of the customers of the future might be, and how the Postal Service could effectively meet those changing needs.

The project involved studying projections for more than 80 social, technological, and industrial trends; reviewing hundreds of articles; and interviewing numerous experts. Results include key insights related to future customer needs and potential Postal Service opportunities. Our white paper, The Postal Service Customers of the Future, notes that the Postal Service is uniquely positioned to strategically grow in both core and adjunct products and services.