COVID-19 Resources

Stay informed of our operations.

OSG Coronavirus (COVID-19) Resource Center

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.

Coronavirus (COVID-19) Corporate Updates

Diamond Carol Stream, IL Production Update

Friday, June 26, 2020

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.

Greg Waite
President, Diamond Communication Solutions

 


 

Operations Update

Monday, June 08, 2020

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

 


 

Operations Update

Monday, May 11, 2020

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.

 


 

Operations Update

Monday, May 4, 2020

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.

 


 

Operations Update

Monday, April 27, 2020

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.

 


 

Operations Update

Wednesday, March 11, 2020

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 locations are being equipped with extra soap, sanitizer, and cleaning products to ensure ongoing safety
  • All highly trafficked locations are undergoing thorough cleansing including sanitizing doorknobs, handles, equipment, etc. on a regular basis
  • All employees are being informed of best hygiene practices in direct accordance with official recommendations from WHO, CDC, and government/authorized reports
  • All employees are being informed of the various symptoms to allow for informed diagnosis and prevention and are required to report any recent or planned international travel to high risk locations

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.

USPS Resources

For additional information from the USPS, please visit the links below.


Frequently Asked Questions

Q: Are you likely to miss any service level agreements?

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.

 


 

Q: Which OSG Print & Mail locations are mitigation sites?

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.

 


 

Q: What phase of your Pandemic Plan are you in?

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.

 


 

Q: How will you communicate updates as the COVID‐19 pandemic evolves?

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.

 


 

Q: Have any concerns been raised by your facilities that the plan cannot be supported?

All facilities are currently able to support OSG’s Pandemic Plan.

 


 

Q: Have any corporate mandates been issued?

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.

  • Remote Work – Employees who can effectively perform their jobs remotely are required to work from home.
  • Minimizing On‐Site Personnel – When non‐production personnel require an onsite presence, team members have been designated to alternate between onsite and remote work to minimize the number of personnel in a facility at any given point.
  • Meetings – Virtual meeting practices via phone or conference service have been instituted.

Sanitizing – Cleaning crew operations have been expanded at all facilities. Thorough sanitizing practices are required, and employees have been instructed to wash hands frequently.

  • Hand sanitizer dispensers have been installed at ingress‐egress points.
  • Touch‐surfaces, including door handles, hard surfaces, biometric readers, and common areas are cleaned and sanitized regularly.
  • Enhanced cleaning of personal work areas is in place.
  • Where possible, internal access points have been reconfigured to reduce the need for contact with door handles.

Travel Restrictions

  • Business Travel – International travel has been fully restricted, both by OSG and the U.S. Federal Government. Domestic business travel requires executive approval and is limited to situations when such travel is absolutely necessary.
  • Personal Travel – Employees are required to notify site management regarding any personal travel arrangements and may be required to self‐quarantine for a minimum of 14 days before returning to work at an OSG facility.

Conferences & Offsite Meetings

Conference attendance has been cancelled. Offsite meetings have been cancelled or will be conducted virtually.

 


 

Q:How are you going to ensure that sanitizing supplies, soap, etc., are available for employees that must be onsite to perform their job functions?

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.

 


 

Q: Are you limiting who can enter the building, office areas, production floor, etc.?

Yes. Visitor restrictions are in place. Meetings will be conducted virtually. No unnecessary personnel are allowed in any facilities at this point.

 


 

Q: What steps will be taken if a confirmed case of COVID‐19 is identified at a facility?

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:

  • Full disinfection of the facility.
  • Notification to potentially infected employee(s).
  • Mandatory COVID‐19 test of potentially infected employee(s).
  • Mandatory 14‐day self‐quarantine of all potentially infected employee(s).
  • Case information will be reported to the appropriate Health authorities to the extent required.

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.

 


 

Q: What happens if my print and mail work is transferred to another 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.

 


 

Q: Do you have enough direct materials, e.g., paper, forms, and envelopes, to continue operations in the event vendors limit their deliveries?

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.

 


 

Q: What information is available about a possible reduction in U.S. Postal Services?

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.

https://about.usps.com/newsroom/service‐alerts/

Reach out to us for more information.

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