For Full Service Intelligent Mail to gain wider adoption, the U.S. Postal Service needs to address concerns in the business mailing community about the program, including its cost, limited perceived value and a need for better customer support, according to a recent report from the U.S. Postal Service Office of the Inspector General (OIG). The USPS launched the Full Service Intelligent Mail program in 2009 to help improve insight into how well mail can be sorted by equipment and to provide more robust mailing information to mailers. In fiscal year 2010, approximately 30% of 214 billion mail pieces contained the Intelligent Mail barcodes. During the same period, Full Service mail pieces grew at an average weekly rate of about 9%, totaling 5.3 billion pieces for the year, or 2.5% of business mail pieces. According to the Inspector General’s report, the U.S. Postal Service, which is facing declining revenues, needs to gain further adoption in the program.  “Given the current financial condition of the Postal Service, it is imperative for management to maximize participation in the Full Service Intelligent Mail program to enhance customer service and achieve benefits such as cost control and revenue assurance,” the report reads. In a survey conducted by the OIG, approximately one-third of Intelligent Mail Full Service business mailers described the program as very useful with efficiency, accountability and predictability features receiving the highest number of positive reviews. However, one-third of respondents said the traceability, quality and responsiveness features of the program were not useful. For business mail owners who are currently not participating in the Full Service Intelligent Mail program, the primary reasons given for not subscribing were its high start-up costs as well as features that aren’t perceived as useful. Respondents said the cost of producing Full Service mailings often outweigh the discounts that come with it and they have no need for tracking their mail. Business mail service providers expressed similar concerns regarding the costs of Full Service Intelligent Mail and limited perceived value. They also raised concerns over a lack of assistance from the Postal Service’s call centers. The OIG is recommending that the USPS re-emphasize Full Service Intelligent Mail Program benefits to Postal Service business mailers, consider offering program incentives to business mailers to offset program start-up costs and provide continuing training to Business Mail Entry clerks and PostalOne! Help Desk employees on important Intelligent Mail issues. In its response to the report, the U.S. Postal Service said it generally agreed with the findings and recommendations. It pointed to the many steps it has already taken to promote Full Service Intelligent Mail, including holding a series of symposiums around the country. In addition, it stated that it is already offering a discount to Full Service participants. Beyond discounts, the USPS will use tools for small business mailers to make it easier for them to migrate to using Full Service Intelligent Mail. It also stated that it continues to provide education for Business Mail Entry Clerks, the PostalOne! help desk and the Business Mailer Support team in support of Full Service Intelligent Mail. The OIG sent out a total of 4,351 surveys to mail owners and mail service providers and received 362 responses.