USPS OIG Report: Customer Service for Non-English-Speaking Customers

Objective Our objective was to evaluate the U.S. Postal Service’s customer service to non-English-speaking customers. The Postal Service, established in 1775, has as its basic function the obligation to provide postal services to bind the Nation together through the personal, educational, literary, and business correspondence of the people. In addition, it shall provide prompt, reliable,…

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USPS OIG Report: Customer Retail Experience

Objective Our objective was to evaluate key factors affecting the customer experience at Postal Service retail units and identify opportunities to enhance the overall customer experience. The Postal Service’s vast number of post offices is the largest retail network in the country, spanning more than 30,000 Postal Service-managed retail spaces. These offices drew over 857…

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APWU: Lead Clerk Duty Assignments and TACS Training and Duties Dispute settled

In this dispute initiated by the American Postal Workers Union (APWU), there were three issues considered. In case Q15C-4Q-C18000314 the issue was, “whether employees occupying Lead Clerk duty assignments and who perform timekeeping duties must be given access to the Enterprise Resource Management System (eRMS).” The issues in case #Q15C-4Q-C18273555 were 1) whether the February…

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APWU: 204B Details to Non-Supervisory Positions under Clerk Craft Jobs MOU Dispute settled

In a case initiated by the USPS, the issue was, “whether the restriction on 204B usage as stated in the Memorandum of Understanding (MOU), Re: Clerk Craft Jobs, Section 2.D, is applicable to bargaining unit employees detailed to non-bargaining, non-supervisory positions.” The parties agreed that “the restriction regarding 204B usage as stated in the MOU,…

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APWU: Lead Clerk Duty Assignments under Clerk Craft Jobs MOU Dispute settled

In a case initiated by the APWU, the issue was, “whether the language in Section 2 of the Memorandum of Understanding (MOU), Re: Clerk Craft Jobs, requires that Mail Processing Lead Clerk duty assignments be posted one level higher than the majority of employees in the group.” This issue was especially a concern at Bulk…

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APWU: Injured on Duty Employees and USPS “Pilot Programs” Dispute settled

In a dispute initiated by the American Postal Workers Union (APWU), the issue was, “whether it is a violation of the National Agreement to assign injured on duty employees to perform work associated with a pilot program, experimental program, or other similar programs.” The parties agreed that, “Injured on duty employees will be assigned Clerk…

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USPS: New tool to help resolve customer issues

USPS will soon introduce a web-based tool that will allow employees to better handle customer service issues. Customer 360 will replace eCustomer Care, the application currently used to process and track business and residential customer inquiries. The new tool will be available in Consumer Affairs offices, Customer Care Centers and Post Offices, allowing employees in…

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APWU: Applications for Holiday Temp Jobs Due Sept. 24

08/29/2018 – Time is running short for APWU retirees who are interested in applying for temporary positions as Holiday Clerk Assistants: Applications are due Sept. 24. The Peak Season Exception Periods memo signed by President Mark Dimondstein and the USPS Vice President of Labor Relations in September 2015 has been carried forward into the new…

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