Objective Our objective was to determine whether fiscal year (FY) 2020 expenditures of the Postal Service Board of Governors (Board) were properly supported, reasonable, and complied with Postal Service and Board policies and procedures. The Postal Reorganization Act of 1970, as amended, established the Board which is comprised of nine governors appointed by the president…
Objective Our objective was to assess the efficiency of the Postal Service’s manual mail processing operations. Mail is processed manually when its dimensions or address quality prevent it from being processed on mail processing equipment or to meet service standards when machines are at capacity. Processing mail manually is less productive (which is calculated by…
September 21, 2021 (RISC-WP-21-010) The Postal Service’s Interactive Voice Response (IVR) system attempts to quickly resolve a customer inquiry without transferring the caller to a customer care agent. Between fiscal year (FY) 2018 and the first eight months of FY 2021, the IVR system’s containment rate – the rate of calls not transferred to agents…
