Postal Service Recognizes Livermore’s Kaiser Permanente at 2008 National Postal Forum

ANAHEIM, CA — The U.S. Postal Service today recognized Kaiser Permanente, based in Livermore, with its Corporate Business Achievement Award for the company’s commitment to a successful business partnership with the Postal Service. At each National Postal Forum, a select group of Postal customers is acknowledged and recognized for their contributions to the continued success of the mailing industry.

The Corporate Business Achievement Award, one of three “best in class” awards presented annually at the Forum, recognizes Kaiser Permanente’s business partnership with the U.S. Postal Service and commitment to using postal products and services to strengthen and grow its business.

A key strategy for Kaiser Permanente is to move patients to prescriptions by mail. The Kaiser Northern California regional center has shipped prescriptions via First-Class Mail and Priority Mail for many years and has been completely satisfied with the value provided and the positive impact on patient satisfaction. However, the need to improve internal efficiencies within the operational environment, while controlling costs as the volume of prescription shipments increase (approximately 40 percent), led them to their U.S. Postal Service team for suggestions and possible solutions. 

In reviewing all options, Kaiser determined that for overall patient satisfaction and security, it was important that prescription fulfillment remain with the U.S. Postal Service.

The U.S. Postal Service National Sales Account team had several meetings with Kaiser to provide assistance through the certification of their new high-tech shipping system. Packages weighing 13 ounces or less are processed at the First-Class rate, everything over 13 ounces is shipped Priority Mail. Kaiser members are also given incentives to utilize the “mail order” option – as Kaiser strives to meet its target of 40 percent of all prescriptions filled via their mail order channel.

Kaiser Permanente’s initial mailing of Mail Order prescriptions consisted of 2,500 prescriptions per month via the Postal Service. With the new system in place and the increase in volume, Kaiser currently processes between 35,000-40,000 prescriptions daily, of which 20,000-25,000 are shipped by the Postal Service (First-Class Mail and Priority Mail). The remaining prescriptions are sent to Kaiser’s hospitals and medical offices for patient pickup.

“I congratulate Kaiser Permanente for having recognized the vital importance of innovation, teamwork, communications and customer satisfaction using the mail,” said Susan Plonkey, vice president, Customer Service, U.S. Postal Service.

The National Postal Forum is the mailing industry’s premier trade show and event. More than 7,000 industry professionals attend the four-day conference that features 140 workshops and special sessions, four symposiums and 13 professional certificate programs.

For more information on the 2008 National Postal Forum, visit www.npf.org.