In many ways, fiscal year 2009 will be remembered as one of the most challenging we’ve ever faced. At the same time, it will be seen as one of the most successful.

That success is because of you. You did a tremendous job. Service has never been better — during a year when the service standards have been raised. You helped us reduce costs by over $6 billion, more than anyone could have expected. You stayed focused on the things that matter most. People are noticing.

Your customers heard a lot about the Postal Service in the news — volume was down, revenue was down, and deficits were up. But thanks to you, that didn’t get in the way of their positive experience with the mail. They reacted to what they saw, not what they heard. Customer satisfaction scores started strong and finished the year at record levels. And they rated the Postal Service one of the three most-trusted companies in America — the only delivery company in the top 10.

As we struggle with a harsh economy, we’re taking advantage of new tools to help keep customers in the mail and bring in new business. For larger mailers, we’re offering sales, with encouraging results. For consumers and smaller businesses, Priority Mail Flat Rate Boxes meet a real need, and we’re supporting that with strong advertising. But it was your support — talking it up, selling it, and backing it up with great service — that made the difference.

You’ll be hearing more about other growth initiatives during the coming year. As we roll them out, tell your customers about them and ask them to give them a try.

In a changing marketplace and an economy that’s defied predictions, the only thing we can count on is change. That’s nothing new for the Postal Service. For more than 230 years, we’ve been changing to meet the needs of our customers and the economy. We can do it again — and we will.

I can’t promise that things will get easier in 2010. We’ve been battling the economy for two years. We can’t expect things to turn around overnight.

Our turnaround will take patience and a commitment to the things that make a difference: service, efficiency and knowledge and support of our products and services. And it will take confidence in ourselves and each other. I know we’re up to the task. As you focus on the task at hand, I’ll continue my work with Congress, the Administration, and every postal stakeholder to make the changes we need to make that task easier.

Thank you for all you do to serve the American public.

Jack Potter