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Post office named 'Mail Center of the Year'
ETSU Postal and Passport Services staff

JOHNSON CITY (July 21, 2017) – East Tennessee State University Postal and Passport Services has been named “Mail Center of the Year” by the In-plant Printing and Mailing Association (IPMA) in recognition of its successful modernization of the entire department.

“We are extremely excited to win such a prestigious national award from such a distinguished association as IPMA,” said Don McCarty, director of ETSU Postal and Passport Services. “It is very gratifying to be recognized for all the hard work, problem-solving solutions and improvements accomplished by the entire staff over the last couple of years.”

In fall 2014, ETSU Postal and Passport Services began measuring its performance and used the results to implement improvements.

The installation of intelligent lockers and a self-service mailing kiosk reduced wait times and allowed 24/7 access to package pick-up and delivery. To update appearance and functionality, all 8,500 post office boxes were repainted, renumbered and relabeled.

Mail sorting and tracking systems were also reconfigured to increase efficiency, allowing the department to offer additional services like bulk mailings, which saved the university more than $150,000 the first year it was implemented. In 2016, ETSU Postal Services added “passport” to its name and began accepting passport applications on behalf of the United States Department of State, another new service.

The department also implemented new training for employees and an information campaign that increased students’ use of correct mailing addresses from 27 to 96 percent in one semester.

“I am very proud of the ETSU Postal and Passport Services team and all the improvements they have made over the last few years,” said Jennifer Crigger, director of auxiliaries/nonresident alien tax compliance at ETSU. “It has been amazing to watch the transformation and to be recognized nationally for their efforts.”

IPMA is the largest association of in-plant printing and mailing professionals and selects the Mail Center of the Year award recipient based on “outstanding improvements to processes and procedures related to mail and mail handling.”

For more information about ETSU Postal and Passport services, visit

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