John Edgar, VP of IT and Kathleen A. Warnaar, Manager, Performance Achievement, United States Postal Service It’s no secret that the United States Postal Service operates under a stringent budget deficit, but what may surprise you is that the IT organization has converted that deficit into an innovation surplus. Join USPS, John Edgar, VP of IT and Kathleen Warnaar, Manager, Performance Achievement, as they discuss how they’ve been able to align IT as an enabler in support of a cross-organizational initiative focused on service, revenue and value transformation. Employing new strategies and approaches in service definitions and delivery, IT is successfully achieving operational efficiencies, cost savings and customer satisfaction. John and Kathleen will discuss how IT is reinvesting the savings delivered by their ITSM initiatives to drive additional innovations and automation across the enterprise.

1. CONVERTING A BUDGET DEFICIT INTO
AN INNOVATION SURPLUS
John Edgar
Vice President, Information Technology
United States Postal Service (USPS)
Kathleen Warnaar
IT Service Management Executive Sponsor
United States Postal Service (USPS)

2. AGENDA
i) TODAY’S POSTAL
SERVICE
ii) WHAT THE BUSINESS
NEEDS FROM I.T.
iii)ANSWERING THE CALL
iv) OUR FUTURE

3. WE ARE PART OF A $1,300,000,000,000 INDUSTRY
USPS IS INVESTING IN NEW CAPABILITIES TO BETTER SERVE
CUSTOMERS, AND COMPETE EFFECTIVELY IN THE MAILING AND
SHIPPING BUSINESS.

4. THE POWER OF USPS I.T.
I.T. SUPPORTS ONE OF THE LARGEST AND MOST EFFICIENT
LOGISTICS AND DELIVERY NETWORKS IN THE UNITED STATES

5. THE POWER OF USPS I.T.
I.T. SUPPORTS ONE OF THE LARGEST AND MOST EFFICIENT
LOGISTICS AND DELIVERY NETWORKS IN THE UNITED STATES

6. I.T. IS ONE OF THE 1ST RESPONDERS TO THE
EVER-CHANGING BUSINESS

7. A DYNAMIC ORGANIZATION: USPS ADAPTS AND STAYS RELEVANT AS
DISRUPTIVE TECHNOLOGY CHANGES THE WAY WE DO BUSINESS

8. COLLABORATION = INNOVATION
“THE SYNERGY,
PARTNERSHIP,
COLLABORATION, AND
INNOVATIVE IDEAS OF ALL
FIVE CIO PARTNERS AND
THEIR ABILITY TO DELIVER
DEFINES THE CIO AND ITS
VALUE TO THE BUSINESS.”
—JIM COCHRANE, USPS CIO

9. WHAT THE BUSINESS
NEEDS FROM I.T.

10. WHAT DOES THE BUSINESS NEED FROM I.T.?
 ENHANCE CUSTOMER
EXPERIENCE
 GENERATE REVENUE
 INCREASE
EFFICIENCY
 IMPROVE SERVICE

11.  Agile
 Cost Effective
 Integrated
 Simple
WHAT DO WE NEED TO BE?
 Measurable
 User Focused
 Adaptive
 Fast

12. ANSWERING THE CALL
SERVICE DELIVERY, TRANSPARENCY,
AND PARTNERSHIP

13. I.T. YESTERDAY

14. PLANNING
FOR CHANGE

15. JOURNEY TO ITaaS
$
ASSESS STREAMLINE
STANDARIZE
OPERATIONS
AUTOMATE
SERVICE
DELIVERY
INCREASE I.T. OPERATIONAL EXCELLENCE (AGILITY, EFFICIENCY AND SIMPLICITY)
STANDARIZE
OPERATIONS
SERVICE ORIENTED PLATFORM

16. SATISFIED
CUSTOMERS

17. OUR FUTURE

18. EXPANDING SERVICES ACROSS USPS

19. ROADMAP
INCIDENT, PROBLEM, KNOWLEDGE, CHANGE, &
CONFIGURATION MANAGEMENT, EMPLOYEE SELF SERVICE
SERVICE CATALOG & SCORECARDS
AUTOMATION & ORCHESTRATION
SOCIAL IT

20. HOW WE DELIVER
 AGILE
 EFFICIENT
 FLEXIBLE
 RESPONSIVE
 RELEVANT

22. THANK YOU
John Edgar
Vice President, Information Technology
United States Postal Service
Kathleen Warnaar
IT Service Management Executive Sponsor
United States Postal Service