USPS Hard and Soft Technology - Research Paper Example

USPS Hard and Soft Technology Background United s Postal Service, commonly abbreviated as USPS, features as one of the widely used postal service company in America. USPS is a semi-independent organization functioning under the executive arm of the United States Government. Its headquarters is located in Washington DC, but the company has branches and offices in all major cities around the world. The company’s sole purpose is to provide reliable, efficient and cost effective postal services to both domestic and international clients. Domestically, USPS picks and delivers mails and parcels for as low as $0.49. Shipping duration lasts approximately 2-3 days. Internationally, charges cost as low as $6.50, depending on location of shipping address and urgency (Herr, 2010). Currently, the postal service company delivers packages to 180 countries around the world. Additionally, USPS provides insurance for parcels in domestic and international markets. In order to ensure efficient service delivery and financial success, USPS employs the use of relevant hard and soft technologies in operation. Succeeding sections of this paper involves examination of technologies used, plus corresponding technological barriers experienced by USPS. A. Hard Technology Vehicles features as one example of hard technologies used by USPS in both domestic and global markets today. In the past, USPS predecessor used cruise missiles to deliver letters and other packages to different destinations. However, USPS failed to adopt the idea of missile use; rather, the company adopted the use of conventional automobiles. In 2002, USPS introduced the Segway, a double-wheeled vehicle used by the postal fleet in delivery of small and medium sized parcels. Apart from the Segway, USPS uses trucks, SUVs and Saloon vehicles. Recently, the US Postal Regulatory Commission asked USPS to adopt green energy vehicles, especially electric vehicles, in order to save on gasoline (Robert and Thomas, 2011, p. 137). Presently, the company uses electricity-powered minivans for delivery services within the US. In addition, USPS uses automated systems in sorting and recording thousands of parcels handled by the company on daily basis. Flats Sequencing System allows USPS to sort approximately 12,000 envelops every hour. Moreover, a computerized Delivery Barcode System captures barcodes of packages at approximately 30,000 pieces each hour. a) Barriers Despite presence of such efficient technological equipment, USPS still encounters unprecedented barriers both in domestic and international environments. Undeniably, cost of gasoline features as a hitch in the company’s expenses. After adoption of energy efficient electric vehicles, the cost of picking and delivering mails reduced significantly in the US and other global environments. According to Crew and Paul (2012), most second and third world countries lack the infrastructure for energy efficient vehicles. This means USPS cannot implement its energy efficiency strategies in all environments. With respect to the computerized systems, USPS faces substantial barriers in terms of employees’ safety and competence. In 2012, 37 electrical employees were fatally electrocuted in the US while carrying out installation and maintenance services for USPS computerized systems. Consequently, USPS paid compensation amounting to $530,000. In international markets, the company experiences challenges in terms of skills needed in installation, operation and maintenance of advanced computerized system for mails. In Africa and parts of Asia, installation and use of Flats Sequencing System was aborted because of limited skills among the workforce. b) Overcoming Barriers Technically, USPS should create counteractive measures to address the barriers previously discussed. One measure currently in practice is to totally convert its automobile fleet to electric vehicles in technologically capable environments like US and Europe. As a recommendation, it would be appropriate for USPS to consider adoption of vehicles powered by Hydrogen fuel cells. This energy source proves more cost effective compared to gasoline and even electricity. With respect to computerized systems, USPS is partnering with learning institutions in provision of relevant academic and technical skills to the workforce in most global environments. In this regard, a skilled and technically informed workforce will allow the company to install and apply any efficient automated system in handling parcel-related tasks. B. Soft Technology Aside from employment of hard technologies, USPS also values the role of advanced soft technologies in facilitating accomplishment of its business objectives. According to Jin (2011), soft technologies manifest in terms of repetitive company practices and organizational culture. Currently, USPS embraces the concept of business responsiveness as an aspect of soft technology. Apparently, the company agrees with the fact that happy clients always leads to higher profits. In order to ensure prevalence of happiness within the client population, an organization must adopt practices that act as means towards achieving satisfaction. As acknowledged within the background section, USPS provides insurance covers for letters and packages both at domestic and international environments. This means a client can claim for compensation whenever services delivered fails to meet expectations. In both domestic and international markets, clients can reach USPS through a toll-free number for assistance. In addition, complaining clients can engage in an online live chat with the company’s customer relations operators. a) Barriers Despite presence of the responsiveness technology, USPS still experiences challenges in form of business barriers. Typically, there is a timeline for filing claims in both domestic and international environments. Within the US, clients can file for a claim not later than 30 days after receipt of a package. Internationally, clients are given 60 days to express their claims (Robert and Thomas, 2011, p. 139). In addition to the timeframe, any claimant must also provide proof of the package’s insurance cover and evidence of purported value. In this context, the barrier encountered relates to timely filing of claims and coordination between stakeholders in international markets. During operation, USPS outsources delivery services to local postal companies, especially in remote locations. In case of a claim, the international postal service delays coordination, leading to late reception of claims; hence creating a conflict between the stipulated timeline and responsiveness practice of the company. b) Overcoming Barriers Since client satisfaction is the priority of USPS, the company has developed appropriate strategies meant to address issues related to late claims from both domestic and international senders and recipients. One approach is to counter difficulties presented by geographical locations of clients. In the US, USPS subsidiaries in every state independently handle claims presented in a timely manner. Internationally, USPS has appointed registered post offices to act on its behalf. These appointed offices receive and verifies the client’s package in order to evaluate technical aspects of the claim. Upon confirmed verification of the claim, the post office sends the report to USPS regional headquarters for processing of compensation. As a recommendation, USPS should consider making inquiry approaches like sending mails to each client in order to confirm whether the parcel was received in good condition. Jin (2011) agreed that such communication will not only provide timely feedback but also hasten the claimants’ actions. Conclusion Undeniably, USPS relies on extensive application of technology in its business operations. Typically, the need for enhanced technology increases with corresponding increase in the number of packages handled by the company. Apparently, USPS uses both hard and soft technologies in a complementary manner. However, each of these technologies faces unique business barriers in domestic and global environments. Consequently, USPS adopts suitable strategies in overcoming the barriers and protecting its technologies. In future, barriers may increase or evolve into complex forms; hence USPS should consider adopting the recommendations mentioned. References Crew, M & Paul, K. (2012). The Economics of postal Service: A research-based approach. Pittsburg: Springer Science & Business Media. Herr, P. (2010). U.S. Postal Service: Strategies and options to facilitate progress toward financial viability. Washington D.C.: DIANE Publishing. Jin, Z. (2011). Global technological Change: From hard technology to soft technology. London: Intellect Books. Robert, C. & Thomas, T. (2011). Role of Technology in Restructuring the U.S. Postal Service. Cato Journal, 31(1), 129-147. Read More