Digital transformation prioritizes data centrality in the Postal Service's continuous technological endeavors
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The U.S. Postal Service (USPS) is embracing a data-first approach as it embarks on a mission to modernize its operations. At the heart of this transformation is Pritha Mehra, the USPS Chief Information Officer (CIO), who has been instrumental in driving this change.
Mehra recently highlighted the success of the USPS's Informed Delivery app at FedTalks event in Washington, D.C. This innovative application provides users with photos of their mail before it arrives, a feature that has proven popular among customers. In fact, Mehra's son's report card was one of the items she received through the app, demonstrating its versatility.
The USPS handles an impressive amount of data, with over 110 petabytes in its possession. This data is not just stored; it is organised and managed to ensure it is immediately accessible. The data group, led by Mehra, works closely with the USPS's business and IT units to establish common data definitions, a crucial step in maintaining data integrity.
The USPS's API platform is another key component of its modernization strategy. This platform, which handles 90 billion transactions, prioritises responsiveness to shipper suggestions and aims to prove its agility. It is also the foundation for a supply chain platform that brings together all participants, streamlining the shipping process.
Data security is paramount for the USPS, especially as it starts to leverage artificial intelligence (AI) tools for logistics optimisation, customer care, customer sentiment analysis, maintenance assistance, fraud detection, web risk analysis, augmented development, and AI-assisted training courses. The USPS has set metrics for its developers, including ensuring 'always on' functionality and low latency, to ensure data is secure and accessible when needed.
The USPS's data-first approach is part of a larger 10-year strategic plan, which it is currently in the fourth year of implementing. The plan focuses on modernizing everything, from its infrastructure to its processes, to better serve its customers.
In addition to attending tech conferences to explore new technologies, Mehra emphasises the importance of relentlessly prioritizing technology choices. This focus on technology is enabling the USPS to adapt to the changing needs of its customers and stay competitive in the digital age.
One of the most significant achievements of the USPS's data-first approach was during the COVID-19 pandemic. The USPS website managed over 885 million orders for COVID-19 test kits, delivering to more than 90 million U.S. households with a 96.6% on-time service performance rate. This demonstrates the USPS's commitment to delivering for its customers, even in challenging times.
In conclusion, the U.S. Postal Service is embracing a data-first approach as it modernizes its operations. Led by Pritha Mehra, the USPS is leveraging data and AI to improve its services, prioritising data security, and adapting to the needs of its customers. This approach is enabling the USPS to stay competitive in the digital age and continue to serve its customers effectively.
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