USPS OIG Report: Improving the Customer Experience with USPS Customer Care Centers

While customers were satisfied with Customer Care Center (CCC) agents, one in three was not satisfied with the overall experience. The Postal Service cannot handle current CCC call volume, a problem that could worsen with parcel growth. Reducing wait times and giving agents better tools, training, and organizational support will empower them to resolve customer…

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USPS OIG Report: Mail Delivery Issues – Cimarron Hills Station, Colorado Springs, CO

Background This report presents the results of our audit to assess management’s corrective action to address mail delivery issues for customers serviced by the Cimarron Hills Station . The Cimarron Hills Station is in Colorado Springs, CO, in the Colorado/Wyoming District, Western Area. This audit was initiated at the request of Congressman Doug Lamborn, 5th…

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USPS OIG: Does MODS Work Hour and Mail Volume Data Accurately Reflect Work Performed?

Project Title: Management Operating Data System (MODS) Errors and Adjustments Start Date: Monday, August 6, 2018 Estimated Report Release Date: January 2019 The Management Operating Data System (MODS) provides data on workload, work hours, and machine-use. In addition to supporting operational planning, MODS data are used extensively in Postal Service costing and pricing activities. Supervisors…

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USPS: Do you know a flat-sized mailpiece when you see one?

The Postal Service wants to clear up a few misunderstandings about flat-sized mailpieces. Here’s what you should know: • First things first: Know how to recognize flat-sized mailpieces. The Domestic Mail Manual has all the information you need, especially chapters 101 and 201. Generally speaking, flat-sized mailpieces are no more than 15 inches long, no…

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Postal Bulletin: Stay Alert — School is Back in Session

August is the beginning of the new school year for many students. This means an increase in the number of pedestrians crossing streets and sidewalks as children walk to and from school or wait for school buses. Drivers need to take extra precautions to avoid accidents and keep our children safe by staying alert and…

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How many USPS employees have gotten their free annual check-up?

The year is winding down, and USPS® employees have been paying for health insurance for the last 7 months. The question is, how many employees have gotten their free annual check-up? After all, preventive care helps people keep track of their overall health. Employees still have plenty of time to schedule appointments before the end…

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USPS: EXFC Measurement Process replaced with Internal Service Performance Measurement System

On July 5, 2018, the Postal Regulatory Commission approved Internal Service Performance Measurement (SPM) for USPS® as the official system of record for service measurement and reporting effective October 1, 2018. This means USPS will retire the legacy External First-Class Measurement system on September 30, 2018. Internal SPM leverages the USPS workforce to randomly scan…

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