Why Digital Transformation Is a Revolution for CX
3 Words to Evoke Partnership and Transformation
3 Benefits of a Cloud-Based AP Solution
Integrate Customer Payment Options on One Platform
How to Streamline Check-Based Payments
Get Started on a Sustainable Communications Plan
Improve Business Security and Control, Starting Now
Bridge the Gap Between Digital and Traditional Channels
Welcome to the OSG Coronavirus (COVID-19) Resource Center. On this page we will share corporate announcements, Frequently Asked Questions, and other resources we feel would be valuable to you. We will update this page on a regular basis with any news on the current status of operations and any information that would be valuable to our clients. If you have specific questions, please do not hesitate to reach out to your account manager.
View the details of each of our operations updates, conveniently located in one place.
Have questions? Refer to our most commonly asked questions for quick answers on OSG’s commitment to our employees and customers regarding COVID-19.
OSG Pandemic Plan is available here in a PDF format.
The Diamond team truly appreciates your patience through the delays we have experienced over the last few weeks in our Carol Stream facility due to the Coronavirus. We are happy to share that our Carol Stream facility SLA’s are no longer being impacted by the Coronavirus and we expect to stay within SLA’s in the near future. If anything changes, we will reach out. Again, thank you and stay healthy and safe.
President, Diamond Communication Solutions
The Diamond Carol Stream facility is nearly back to normal but still may require longer production times. We are doing everything we can to meet client SLA’s. In an effort to be fully transparent, we are reaching out to let you know there is a chance mail dates may be delayed. We expect this to be a short-term delay and we will continue to keep you informed with any facility changes, as well as, notify you when we return to normal timelines. Be assured that the safety and health of our employees is our first priority.
If you have any questions, please don’t hesitate to reach out to your Account Representative.
Thank you for your patience,
Ken Powell, Executive Vice President, Customer Experience
Dawn Mellas, Senior Vice President – Customer Care
Due to the Coronavirus, the Diamond facility in Carol Stream, IL is still experiencing some delays. The facility is on the upswing and expects to be back into normal operations shortly. Not all clients will be impacted, however, all clients have been informed of possible delays. OSG will notify all involved when the production timelines are back to normal. We appreciate the patience shown by our clients during these unprecedented events. If you have any specific concerns, please do not hesitate to reach out to your account manager.
OSG’s production facility in Tempe, AZ has returned to normal operations.
The Diamond facility in Carol Stream, IL is still experiencing some delays. The facility is on the upswing and expects to be back into normal operations shortly. Not all clients will be impacted, however, all clients have been informed of possible delays. OSG will notify all involved when the production timelines are back to normal. We appreciate the patience shown by our clients during these unprecedented events. If you have any specific concerns, please do not hesitate to reach out to your account manager.
OSG’s Diamond facility in Carol Stream, IL and our facility in Tempe, AZ are still experiencing some delays. Both facilities are on the upswing and expect to be back into normal operations this week. Not all clients in those locations will be impacted, however, all clients for both facilities have been informed of possible delays. OSG will notify all involved when the production timelines are back to normal. We appreciate the patience shown by our clients during these unprecedented events. If you have any specific concerns, please do not hesitate to reach out to your account manager.
News of the Coronavirus 2019 (COVID-19) has been increasingly inundating our news channels, feeds, and emails. And while this is a fluid situation, with updates and information being released almost daily, we want you to feel confident in our approach to business continuity and preparedness.
At OSG, our partnership with clients has always been our first priority. As such, we are doing everything we can to continue to meet our commitments and provide you with the best possible service. We have created a special committee that is closely monitoring the ongoing Coronavirus situation, keeping employees in all facilities updated with the latest guidelines and practices. All related business activity and operations are being guided by official recommendations from WHO, CDC, and other authorized reports. We are also in close contact with the United States Postal Service for any updates to their services.
OSG has the highest regard for the safety and well-being of our employees. As such, we will be continuing to implement the appropriate protocol in respect to hygiene practices and precautionary measures. Thus far, we have not found any issues or health concerns within our facilities. Should that change, we will react accordingly.
In order to help prevent possible virus exposure we have implemented the following precautions:
All existing OSG business continuity plans include provisions accommodating the potential impact arising from the Coronavirus. Should we find health and safety concerns at any facility, business will be shifted to our remaining locations, allowing for ongoing delivery of promised services. While this will not impact our availability of services, a change of location may impact the time needed for receipt and send of your critical mail communications, specifically as it relates to custom pieces. Should such an event occur, we will be in touch with you directly to best support you and your business needs for the duration of the location change.
We are monitoring the situation and will continue to update you as necessary. In the meantime, we are here to help with any questions or concerns you might have. If you have any questions, please reach out to your account manager.
For additional information from the USPS, please visit the links below.
OSG expects to maintain SLAs for all digital services and call center operations. These services and infrastructure are primarily cloud based, and our support teams and call center associates are equipped to work remotely to ensure business and service continuity.
OSG print and mail facilities are committed to continued processing of client work and will make every effort to meet all client SLAs. If production staff is required to operate at reduced levels or becomes unavailable, OSG will evaluate the situation and work with each client to minimize disruption to their business. In some cases, client work may need to be transferred to an alternate production facility. Under this scenario there is a likelihood that some SLAs may be missed.
OSG has 19 North American print and mail sites, with the largest footprint in Alabama, Illinois, North Carolina, and Washington. All facilities are identified as mitigation sites due to the fluid nature of the COVID‐19 situation. Depending on the type of work and local staffing considerations, OSG has the flexibility to transfer some work to a similarly equipped production facility to support business and service continuity.
OSG is currently in Phase‐4 of its Pandemic Plan. The Emergency Response Team is fully engaged and monitoring the situation. A copy of the OSG Pandemic Plan is available on this site for review.
OSG will update this website on a weekly basis to keep you informed of situation changes. Please visit the site periodically for the latest information.
All facilities are currently able to support OSG’s Pandemic Plan.
Illness & Self‐Quarantine
Any employee experiencing symptoms of illness or fever is required to remain home and seek appropriate medical attention until he/she is symptom free; or depending on the circumstances of the employee’s illness, obtain a doctor’s release before returning to work.
Social Distancing – Social distancing, with a minimum of 6 feet of separation, has been implemented in all facilities.
Sanitizing – Cleaning crew operations have been expanded at all facilities. Thorough sanitizing practices are required, and employees have been instructed to wash hands frequently.
Conferences & Offsite Meetings
Conference attendance has been cancelled. Offsite meetings have been cancelled or will be conducted virtually.
OSG continues to leverage its broad supplier network and national contracts for indirect materials including sanitizing supplies. Supplies can also be transferred between facilities when necessary.
Yes. Visitor restrictions are in place. Meetings will be conducted virtually. No unnecessary personnel are allowed in any facilities at this point.
If a confirmed case of COVID‐19 occurs, we will thoroughly evaluate the situation to determine the last date the individual was onsite and which team members the individual was in contact with during the prior 14‐day period. Additional steps will be taken as needed, including:
If an extended facility closure becomes necessary, OSG will evaluate the situation and work with each client to minimize disruption to their business. This process may result in transferring work to an alternate OSG facility.
Your account manager will reach out to you prior to transferring any work to a backup facility. Files will process normally at the primary facility and job status information will continue to be updated in the portal with the same information available today. Postage will be managed between the primary and backup facilities and mail will be entered into the mailstream as quickly as possible.
Yes. Direct materials required to complete client work are available in OSG warehouses and through long‐time relationships with several paper suppliers and envelope converters. Like us, OSG’s supply partners are considered essential and are committed to ensuring these materials remain available.
The U.S. Postal Service (USPS) provides an essential service and has not indicated that it plans to close or curtail services.
Additional information is available at the USPS link, below.