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As the saying goes, “Imitation is the sincerest form of flattery.” Throughout the novel coronavirus pandemic, UPS driver Kevin Lounsbury has been a constant source of essential deliveries and smiles in the South Boston neighborhood where he works. The children who live there get excited whenever they hear the distinctive “beep” of his horn as he arrives bearing packages each day, and he’s become a friend to all.

“He brings so much joy and excitement to these little faces,” said resident Lisa Kennedy. One day, they decided to give Kevin a nice surprise when he arrived. All the local kids dressed up in UPS uniforms to show off how much they love and appreciate him — and they even included the dog!

Saul Hernandez has been driving for the United Parcel Service for 20 years. His route is mostly residential, but he doesn’t get to interact with customers often.

“I usually leave the package and go,” said Hernandez.

That changed last week when he came across something he’d never experienced in Carpentersville he said. A woman was on the ground in a pool of her own blood.

“For a split second, all my senses went numb,” he said.

UPS recently hosted its investor and analyst conference where the company highlighted priorities for its Customer First, People Led, Innovation Driven strategy, and discussed targeted areas of growth which include small and medium-sized businesses, healthcare and international. During the event, the company also announced its 2023 financial targets and discussed newly established ESG targets.

The company’s Customer First strategy strives to provide the best digital experience powered by its global smart logistics network. The company will showcase the actions it is taking to make it simpler and more helpful to do business with UPS. Customer First focuses on removing friction when doing business with UPS, as measured by gains in Net Promoter Score, or NPS. The company has targeted a 2023 NPS score of 50 or higher.

The company discussed the measures it is taking to improve the employee experience and increase the likelihood that an employee recommends UPS as a great place to work. The company has established a 2023 “likelihood to recommend” target of 80 percent or higher. By highlighting technology and productivity initiatives, the company addressed its approach to creating shareowner value by delivering consistently higher returns on invested capital, as well as returns to shareowners through dividends and share repurchases.

Logistics companies have become more interested in route planning as packages pour into their networks. Volume surges have prompted them to figure out the most efficient way to get them delivered to their final destination. For UPS, it’s work that is decades in the making.

UPS tested its ORION algorithm between 2003 and 2009, with pilot testing taking place in eight locations between 2010 and 2011, according to the company.

The dynamic routing upgrade that is now rolling out began to be deployed in the fall of last year, between September and October, according to Matthew O’Connor, a UPS spokesperson.