Lobby cameras have been helping some Post Offices decrease wait time in line for 10 years. Using webcams to monitor line length is a strategy to improve retail customer experience (RCE) scores.
In Atlanta District, two employees continuously monitor how long customers have been in line using webcams placed in station lobbies.
District webcam monitors Tyrone Crosby and Allene Massey can view the lines at several offices from a main computer screen. When they see a line grow to more than three people, they snap a photo and transmit it to the office. If they notice that customers have been in line for more than five minutes, they take a second photo and alert the office again.
Other districts across the U.S. also use webcams to address wait-time-in-line issues, especially in larger, busier stations. Specific webcam monitoring processes and locations vary depending on each locations needs.
Participating Post Offices also are addressing long wait times with lobby assistants who can encourage customers to use self-service kiosks or who can help customers before they reach the counter.
Webcams may be one reason why Post Offices in Atlanta are earning improved RCE scores. “Using the webcams has helped improve Atlanta’s wait-time-in-line score by nearly 10 percent over two quarters,” said Marietta, GA, Retail Manager Kris Payne.
via USPS News Link
Hey there it was a pleasure visting your blog. Good to know there are people out there with the same kind of views.
sorry, should be “‘watching’ the line”
People monitor the webcams. So what? How does simply witching the line make it move faster? My guess is they are using this as a toold to blame lines on window clerks.
Yeah…rich people like Issa. I feel sorry for all those poor democrat politicians in Wash DC. Say…didn’t the unions donate to Issa’s campaign back in the 90s? Better check…me thinks so. Ain’t life a bitch?
Customer service is not a priority to postal managers or the post office itself. The postal service is only concerned with eliminating workers who make a liveable wage and bringing in PSE’s at sub-standard wages and no benefits. This is their first step towards privatization so that rich people like Rep. Darryl Issa (R) can buy up postal property in prime locations cheap.
WE WANT WEEKENDS OFF! Videotape me Mon-Fri!
i believe postal management still believes they are doing a ‘good job’ if the customer ONLY HAS TO WAIT TEN MINUTES IN LINE!….lol …i think this is a good example of the cluelessness of postal management that has
developed from having a monopoly on the mail for decades. they simply don’t have a clue about what good customer service is or how to successfully run a business. now, the postal service finds itself in a financial mess and really is in need of some management folks who have experience and education and the ‘smarts’ to make the right moves. but the reality is we only got clueless lifetime bureaucrats like patrick donahoe making ridiculous business and service destroying decisions.
I think they need to have webcam “monitors” at every lobby location. Rather than adding needed clerks we can have more managers standing around doing nothing.