Revitalizing Mail and Package Systems: The IST Approach
Spotlight on Technology
Revitalizing Mail and Package Systems: The IST Approach
Companies often face operational challenges due to the involvement of multiple service providers, which can result in fragmented and inconsistent services. When left unaddressed, these issues can compound into bigger matters and ultimately become a roadblock to thriving and growing operations. In the dynamic landscape of facilities management, IST has proven its capabilities to remedy disjointed and dysfunctional working systems by stepping in as a single-source service provider committed to enhancing operational efficiency with innovative solutions and tools.
Problems and Hopeful Solutions
One of the primary challenges often faced with mail systems is a lack of chain of custody for mail tracking. For one client, a $4 billion Energy company, the original usage of multiple independent vendors created ample opportunity for lost or unsorted mail without accountability or tracking capabilities. This left mail and packages without any traceable chain of custody for retroactive tracking in the case of missing mail. Another challenge was the infrequent communication of multiple vendors, which led to a highly disorganized system in which information was not accurately broadcast across all parties.
These factors all culminated in creating the prime environment for widespread inefficiencies in mail management. In taking over the mailroom, IST carefully accounted for all the potential reasons for disorder and developed a comprehensive site-specific approach to resolving any deficiencies.
Addressing Site Issues and Finding Success
As IST dived head-first into salvaging the disorderly mail room, a slew of hurdles presented themselves:
- Lack of oversight of the existing mail staff or vendor performance
- Large amounts of packages piling up and going undelivered for extended periods of time
- Ineffective placement of mail slots labeled A-Z hidden inside cabinets, creating low visibility
- Mis-sorted mail with no attempts at re-delivery
- Lack of employee knowledge about the working mail system
- Minimal to no communication of knowledge about existing protocol, roles, service times, and services provided
- Software transition adjustments
To tackle these issues, IST introduced several proprietary tools and systems to optimize operations:
- MSPT, IST's Proprietary Tracking System: Switching to proprietary software ensured chain-of-custody accountability and provided automatic email notifications to alert end-users upon package receipt. Additionally, MSPT generated immediate performance feedback on mail sorting and delivery processes.
- IST Work Order System: Replacing old systems with IST's Work Order System helped automate and improve work order processing.
IST also entered the scene without any prior shadow training of previous staff and had to adapt quickly. Because there was no existing knowledge of previous methods, new systems were built from the ground up and fitted to site-specific and client-specific standards. A system of multiple delivery attempts was created to ensure that employees received their packages, with signatures required to confirm receipt, and packages were also delivered directly to employees’ desks for direct hand-off. All existing mail was removed from all floors, resorted, and redelivered. IST’s extensive experience with mail processes and MSPT’s streamlined interface made adapting a new team and processes easy to a site without prior knowledge of client operations. These massive improvements and long overdue overhauls set the site up for success to operate more uniformly and synchronously.
The initial transition and integration period of old and new systems can be challenging when two systems run simultaneously. IST’s Implementations team circumvented and minimized complications by implementing our MSPT application and our Work Order application to alleviate issues for the client successfully.
Achieving Results
IST's intervention substantially improved operational efficiency and employee satisfaction. By consolidating services under a single provider and leveraging innovative tools and systems, mail and package management systems were successfully streamlined. Package and mail delivery times were also updated to be measured in minutes rather than days as it was before, increasing tracking accuracy and accountability. These distinct changes and their consequential results along with the expertise and collaboration amongst all involved staff demonstrate IST’s expertise in delivering practical, reliable solutions that significantly benefit client organizations.
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Contact Info
IST Management Services, Inc.
1341 Moreland Ave SE, Atlanta, GA 30316