The Postal Service will soon introduce an online portal to help expedite service inquiries sent by consumers to U.S. lawmakers and their staffers.
The Congressional Inquiry Portal, slated to debut in May, will feature a user-friendly interface that streamlines the process for resolving inquires, while replacing the need for follow-up phone calls and emails.
Here’s how it will work:
• Congressional staffers will create an account on the portal in order to submit service inquiries on behalf of constituents. The staffer will then receive a confirmation email that includes a service request reference number.
• The requests will then be routed to the Postal Service’s Customer 360 platform, also known as C360, where managers can respond and take steps to resolve the issues.
The Congressional Inquiry Portal will also contain dashboards that generate reports.
“The Postal Service values every customer, and we want to provide a timely response to every individual who contacts us to address a service-related issue. Our new Congressional Inquiry Portal will be an important tool in our efforts to ensure we’re delivering the excellent service that each customer deserves, and we’re excited and proud to share this new technology with our congressional partners,” said Tammy Edwards, the Postal Service’s acting consumer advocate, whose office manages the portal.
The Postal Service is providing area marketing managers, district managers, and district consumer and industry contact managers with training on how to use the portal and how it routes service requests to C360.
The training offers an overview of the portal, steps for submitting service requests, best practices for training staffers and more.
The next training sessions, conducted via Zoom, are scheduled for April 13 at 11 a.m. and 2 p.m. Eastern time.