ments with other divisions and offices of concern; plans and develops improved customer service programs to meet, public requirements; and directs and maintains control over customer service programs in the field.

a

comprehensive

(iii) Administers customer relations program designed to reduce public complaints, eliminate service deficiencies, and promote public goodwill; develops postal educational material of interest and concern to the mailing public and coordinates the release of such information with the Special Assistant to the Postmaster General for Public Information; conducts surveys and requests investigations as required; conducts and coordinates experiments of new and improved customer services. Provides functional direction for the Service Analysis Program.

(a) Customer Services Branch. (1) Plans and directs the customer complaint analysis program designed to provide an effective management tool for detection of unsatisfactory postal service, as represented by customer complaints, and as criteria on which recommendations for corrective action may be taken to assure the best possible postal service.

(2) Develops and recommends pollcies, regulations, and procedures for all customer service functions.

(3) Develops the Bureau's program for replies, or referral of individual complaints, including followup to assure that proper corrective action is taken.

(4) Administers a continuing program to evaluate customer complaints involving mailing problems, policies and procedures; reviews and analyzes the source, cause, and pattern of complaints; and based on this pattern, refers problems or service deficiencies to the appropriate functional division for corrective action.

(5) Plans and develops technical and educational postal information to assist the mailing public in the effective and economic use of various classes of mail and special mail services.

(6) Directs a continual program of study and analysis on the availability and adequacy of mail and special mail services in relation to customer requirements; coordinates requirements with other divisions and offices; assists in obtaining customer acceptance of new and improved procedures for handling mail and special mail services.

(7) Plans and directs a program designed to promote the most economical and effective method for dispensing and using postage.

(b) Public Cooperation Branch. (1) Plans and directs programs designed to encourage business firms, State, and Federal Government agencies to cycle, presort, schedule and deposit mail in a manner that will assure expeditious handling, such as the Nationwide Improved Mail Service (NIMS) and Zoning Improvement Plan (ZIP) programs.

(2) Contacts mailers and representative organizations to promote interest and acceptance of NIMS and ZIP Code.

(3) Promulgates criteria for establishing and operating local mail users councils.

(4) Conducts scheduled visits to participating field installations to stimulate interest and effort in NIMS and ZIP Code.

(5) Analyzes statistical and other reports for measuring NIMS and ZIP Code progress.

(6) Directs the compilation and editing of information published in the National ZIP Code Directory and the Directory of Post Offices. Edits material for publication in the Postal Bulletin relating to changes in these directories.

(7) Plans and develops other diversified public cooperative programs to emphasize, encourage, and promote the mailing public's acceptance and use of such improved mailing practices as ZIP Code, presorting, "local" and "out-oftown" separation, dual-collection boxes, proper and correct addressing and packaging, mailer cooperation racks in lobbies, and other proved labor- and timesaving methods for the effective makeup and processing of mail.

(8) Represents the Department, and maintains liaison with the mailing public and representative mail users in studying, recommending, coordinating, and promoting the use of letter-mail standards, new procedures, and equipment for the efficient and economical handling of mail.

(9) Contacts firms and institutions which mail large quantities of parcels and catalogs to promote presorting and other cooperative efforts by the mailers.

(c) Service Analysis Branch. (1) Develops and directs a continuous program of nationwide testing and analysis to determine the efficiency of mail handling systems and procedures, including

collection, transportation, and delivery services; recommends areas for improvement.

(2) Directs service analysis and testing procedures to be used by regional offices; develops criteria for these procedures and evaluates the effectiveness and results of the overall test program.

(3) Provides technical assistance and information to Customer Services Branch in determining the Bureau response to customer complaints.

(4) Processes service complaints concerning delayed mail; conducts special tests for proper evaluation; recommends corrective action incident to these complaints.

(f) Office of the Deputy Assistant Postmaster General-Field Operations— (1) Deputy Assistant Postmaster General. (i) Advises and assists the Assistant Postmaster General and acts for him at his direction.

(11) Provides functional direction of post office operations and activities.

(iii) Directs the staff and activities of Installations Management Division, Distribution and Delivery Division, and Space and Mechanization Requirements Division.

(2) Installations Management Division. (1) Performs functions pertaining to the organization, management, establishment, and productivity of post offices and subunits thereof.

(ii) Establishes standards for the determination of supervisory structure, staffing, and complements of post offices; reviews recommendations for supervisory promotions.

(iii) Establishes and administers a work measurement system in post offices; responsible for manpower and complement control; determines proper utilization of manpower.

(iv) Establishes and administers a comprehensive system of management and service improvement studies in postal installations.

(v) [Reserved]

(vi) Promulgates criteria for the establishment and operation of military post offices.

(vii) Provides policy guidance for distribution of less than bulk lot shipments of accountable paper.

(viii) Maintains liaison with the Congress, Government agencies, employee organizations, and other Bureaus as required to carry out the assigned functions of the division.

(ix) Represents the Assistant Postmaster General on labor relations committees and boards and in all matters pertaining to negotiation, maintenance and interpretation of labor agreements. (a) Work Measurement Branch. (1) Develops and issues policies and procedures for the measurement of productivity of employees engaged in clerical and mail handling activities.

(2) Installs and administers, through the regions, work measurement systems and performance standards; defines areas for expansion of work measurement systems.

(3) Reviews distribution and allied work standards developed at local offices for mail handling operations, determines validity of such standards from engineering standpoint; and insures simplicity of application of standards in conformance with established policy.

(4) Initiates procedures for control of nondistribution time in mail handling operations; develops criteria for determining proper ratio of nondistribution time to total time.

(5) Initiates action through the regions to insure compliance with the work measurement system, and reviews the applicability of work standards and work volume counting; initiates special checks to determine, for example, whether nonpreferential circular mail is distributed during nonpremium pay hours.

(6) Apprises regional administration of work measurement system; initiates corrective action when necessary.

(7) Develops policies and guidelines for adjusting work standards to reflect installation of mechanized equipment, improved procedures, or changes in mail distribution patterns.

(b) Organization and Management Branch. (1) Develops and issues standards governing the organization, management, staffing, and proper utilization of manpower for post offices and subunits thereof. For mobile units, airport mail facilities, transfer offices, and truck terminals, development and issuance of standards governing the organization, management, and staffing is the responsibility of the Bureau of Transportation and International Services.

(2) Determines and allocates the number and kinds of positions, including supervisory and administrative, required at postal installations. See 822.464a of the Post Manual regarding the staffing

of mobile units, airport mail facilities, transfer offices, and truck terminals.

(3) Maintains control over clerical and mail handling allocations for post offices and subunits thereof; insures proper supervisory-employee ratios.

(4) Analyzes and evaluates manpower usage in post offices; recommends corrective action when indicated.

(5) Develops and issues policies and procedures for the provision of window services in post offices.

(6) Reviews regional recommendations for supervisory promotions.

(7) Establishes criteria for the general management of the military postal service, the establishment, discontinuance, and conversion of military post offices, branches, and stations, and the appointment of military postal clerks.

(8) Develops systems, procedures, and controls governing the shipment of stamp stock and other accountable paper by regional distributing post offices; recommends changes in operation, including establishment or discontinuance, of units established as accountable paper depositories and designated regional distributing post offices.

(9) Develops standards and criteria for the establishment of contract stations and branches, classified stations and branches and the establishment of new post offices.

(d) Management and Service Improvement Branch. (1) Develops and issues policies and procedures for conducting management and service improvement studies involving all phases of postal operations within a postal installation.

(2) Plans and coordinates post office management and service improvement programs, providing technical guidance in the field to:

(i) Eliminate unnecessary expenditures of workhours in all post office functions.

(ii) Implement management and procedural techniques for improving service wherever justified, increasing production, and reducing costs.

(iii) Improve employer-employee relationships in post offices.

(3) Develops and prepares manuals, handbooks and guidelines for conducting management and service improvement studies.

(4) Conducts from time to time, in cooperation with appropriate Departmental, regional, and post office personnel as required, special management and service studies in selected postal installations. As a result of such studies, proposes revisions to policy and/or procedure for consideration of appropriate Bureaus and offices.

(5) Develops and initiates programs to encourage employee organization participation in effecting improved post office operations.

(3) Distribution and Delivery Division. (i) Develops and issues policies, procedures, and regulations for the collection, distribution, and delivery of mail, including parcel post, develops and issues standards governing the establishment, extension, conversion, and mechanization of city and rural delivery services.

(ii) Develops and issues standards prescribing type, arrangement, and specifications of mail handling equipment and criteria for equipment allocation; approves vehicle design from the operational point of view, assigns new and replacement vehicles, and prescribes standards and procedures governing vehicle utilization. Develops driver training standards and procedures and administers Post Office Department driver training program.

(iii) Prescribes procedures and systems for the makeup, distribution, and dispatch of mail at post offices and stationary installations; issues guidelines and general format for city schemes.

(iv) Maintains liaison with the Congress, Government agencies, employee organizations, and other Bureaus to the extent required for the performance of the functions assigned to the division.

(a) Delivery Services Branch. (1) Develops and provides direction for the implementation of policies, procedures, and regulations essential to uniformity, efficiency, and economy in the collection and delivery of mail, including parcel post, lockbox and general delivery.

(2) Conducts studies, performs analyses, and coordinates projects regarding collection and delivery services to determine adequacy, appropriateness, or required revision of policies, procedures, or regulations.

(3) Coordinates matters involving delivery, employee uniforms, training pro

grams, nonmotorized equipment, and service improvement with the appropriate offices and bureaus in Headquarters and with other interested organizations and agencies as required.

(4) Provides professional guidance and renders decisions on establishment, extension, conversion, and mechanization of city and rural delivery service; reviews and provides technical assistance to Postal Changes Branch on the discontinuance or consolidation of rural routes.

(5) Approves specifications for the manufacture and installation of apartment house mail receptacles, rural mail boxes, and mail chutes and receiving boxes; authorizes manufacture of approved design models.

(6) Appraises the effectiveness of regional and field operations and recommends corrective action when required.

(7) Develops vertical improved mail (VIM) concepts and criteria and administers implementation of program in new and existing buildings.

(b) Distribution Procedures Branch. (1) Develops procedures and systems governing the makeup, distribution, and dispatch of mail at post offices and stationary installations.

(2) Develops instructions for the preparation of city schemes and prescribes methods and procedures for their correction and maintenance.

(3) Establishes city scheme examination requirements, specifying frequency and method of conducting; establishes minimum proficiency levels. Coordinates with Distribution and Routing Division, Bureau of Transportation to insure uniformity of departmental policy.

(4) Issues criteria governing diagrams of letter cases and pouch and sack racks with emphasis on adequacy of makeup and effect on service; coordinates mail handling plans and diagrams of outgoing and transit mail with the Distribution and Routing Division, Bureau of Transportation.

(5) Develops operational data for selecting type of equipment employed in mail handling operations, for establishing standards for its allocation, and for its layout.

(6) Reviews operational procedures and utilization data for mail processing equipment; recommends changes essential to proper mail distribution, coordinating any proposed changes involving the application or utilization of installed

mail processing mechanization in accordance with 858.3 of the Postal Manual.

(7) Responsible for and evaluates requests for assigning, reassigning, and discontinuing ZIP Code numbers and coordinates the procedural steps involved with interested Bureaus.

(8) Coordinates matters concerning city schemes, distribution, training programs, and service improvement with appropriate offices and bureaus in Headquarters and other interested organizations and agencies as required.

(9) Conducts special studies, directs experimental projects and coordinates with organizational elements having related responsibilities in implementing new concepts and improved methods in handling parcel post.

(10) Reviews with the Space and Mechanization Requirements Division development of plans for handling parcel post in proposed new facilities, including the type and number of parcel sorters.

(11) Coordinates with the Bureau of Transportation, with respect to activities relating to plant loadings and other mail processing functions at firms and institutions where large quantities of parcels and catalogs are mailed to assure the efficient and expeditious handling of this mail based on makeup, routing and loading instructions of that Bureau.

(1)

(c) Vehicle Utilization Branch. Provides program, planning, and management guidance for the effective control and utilization of Governmentowned, hire, and contract automotive vehicles; develops methods and procedures to assist regions in improving fleet operations and in establishing vehicle utilization program goals.

(2) Determines the need, assigns, reassigns, and recommends delivery schedules and priorities, and directs the allocation, by regions, of all additional and replacement automotive vehicles within the approved disposal policy; recommends acquisition of, and assigns, vehicles surplus to the needs of other agencies when such vehicles are usable in the postal service.

(3) Recommends and approves design, capacity, and quantity of vehicle requirements to assure conformance with operating requirements.

(4) Establishes standards and guidelines for, and administers, the vehicle

hire program; develops criteria for comparing costs of contract and Government-owned vehicles.

(5) Administers the annual vehicle utilization survey; establishes reporting needs for vehicle utilization.

(6) Develops criteria and guidelines for driver training and directs driver training programs of the Post Office Department.

(7) Maintains necessary liaison on cost accounting with Bureau of Finance and Administration.

(8) Develops criteria and plans for the installation and operation of vehicle traffic control centers.

(4) Space and Mechanization Requirements Division. (1) Serves as the principal advisor to the Assistant Postmaster General for the application of postal operating techniques to determine and fulfill requirements and needs.

(ii) Develops policies, procedures and determination of long range facility requirements; recommends 5-year space and mechanization programs and updates them annually; recommends modification or alteration of existing facilities according to service needs; uses economic data, population data, urbanization trends, etc., as needed in connection with long range requirements; forecasts future space and mechanization requirements; and maintains liaison with Government agencies, other bureaus, and private industry as required to perform the assigned functions of the Division.

(iii) Establishes and promulgates policies, plans, and procedures governing the determination and provision of space for post offices and other postal facilities; authorizes and directs operations surveys for facility planning; coordinates the development and approval of distribution and operations concepts; authorizes and directs space surveys; analyzes and approves space and mail volume data; provides operational guidance in the planning and development of facility projects; approves project drawings and mechanization specifications for the Bureau.

(iv) Establishes criteria and standards for determination of postal space and develops operational criteria for mechanization and equipment design and utilization; participates in testing and evaluation of proposed and installed mail handling mechanization and systems; makes final decision as to acceptance of same for service use.

(v) Develops and coordinates for the Bureau the operational input required by the Bureau of Research and Engineering for an effective research and development program.

(vi) Makes and participates in studies emanating from the Office of Planning and Systems Analysis.

(vii) Provides functional guidance and liaison for regional activities concerning space, mechanization planning and equipment requirements; reviews and evaluates regional space programs and projects; establishes and reviews regional reports concerning same.

(viii) Coordinates for the Bureau all matters relating to the utilization of operating space, equipment, and mail handling mechanization in existing postal plants and in new postal plants being occupied; approves changes in application and utilization of installed mail processing mechanization.

(ix) Coordinates for the Bureau all matters relating to assignment, installation and utilization of new approved nonfixed mechanized mail processing equipment; develops operating equipment needs for budget purposes; expedites and coordinates timely supply of equipment.

(x) Develops and monitors divisional operating procedures; reviews organization and staffing requirements; controls clearance and distribution of all issuances; administers progress and status reporting system; directs personnel, office management, and forms control activities; provides liaison with investigative agencies; maintains policy and precedent files.

(1)

(a) Space Requirements Branch. Formulates policies and procedures governing the determination and provision of operational space and equipment requirements for post offices and other postal installations.

(2) Plans requirements, studies, forecasts and develops a 5-year postal space program and updates it annually; recommends modification or alteration of existing facilities according to service needs; forecasts future postal space allocations and related operational requirements.

(3) Coordinates the development and approval of distribution and operations concepts for facility projects; authorizes, directs and participates in space surveys; analyzes and approves space and mail volume data.

(4) Participates with interested bureaus and offices in cost studies relating