USPS OIG Report: 1-800-ASK-USPS –  Interactive Voice Response System

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…

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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 Report: Function 4 Efficiency in the Suncoast District

Objective Our objective was to assess Function 4 operational efficiency in the Suncoast District. U.S. Postal Service financial systems track customer service operations as Function 4 operations. Function 4 includes customer service activities of employees at post offices, stations, and branches involved in distribution of mail, retail window, and miscellaneous administrative operations. Hurricane Irma hit…

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USPS OIG Report: Delivering the Best Customer Experience

December 13, 2017 (RARC-WP-18-003) The Postal Service could make the delivery survey more representative of the general population and validate the survey’s scale to ensure its accuracy. Survey results showed dissatisfaction is highest among small and medium business customers, centralized delivery recipients, and 25-34 year olds. Customers most frequently commented on misdelivery, delivery time, delivery…

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USPS OIG Report: Contract Postal Unit Operations Oversight

Background A contract postal unit (CPU) is a retail establishment under contract to the U.S. Postal Service to provide postal services to the public. The objective of the CPU program is to reduce customer wait time in post offices, retain and increase Postal Service market share, reduce operational costs, improve customer satisfaction, and grow retail…

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International Postal Big Data: Discussion Forum Recap

May 12, 2014 (RARC-IB-14-002) “Big Data” — large, complex datasets combined with sophisticated, powerful analytics — is helping transform science, research, and many industries by providing a level of insights previously unavailable at unprecedented speed. For businesses in particular – including the mail and shipping industries – the knowledge gained from the real-time analysis of…

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