USPS OIG Report: Mail Delivery and Customer Service Operations – Castle Rock, CO

Background The Castle Rock Main Post Office (MPO) is in the Colorado/Wyoming District of the WestPac Area. This audit was designed to provide U.S. Postal Service management with timely information on potential scanning, mail delivery, and customer service operations risks at the Castle Rock MPO. The unit has 33 city routes which are delivered by…

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APWU: USPS Notification of Function 4 PSE Retention Survey

From: Vance Zimmerman <vzimmerman@apwu.org> Sent: Thursday, February 18, 2021 Subject: PSE Retention Survey All, recently the Postal Service notified the APWU that they would be conducting a survey of PSEs assigned to Function 4. This survey is being referred to as “retention survey for Postal Support Employees (PSEs) currently assigned to Function 4 (Customer Service…

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USPS OIG Report: Mail Delivery and Customer Service Operations – Raleigh, NC

Background The Avent Ferry Station is in the Greensboro District of the Southern Area. The delivery unit has 58 city routes and 17 rural routes delivered by 78 city carriers and 27 rural carriers. We chose the Avent Ferry Station based on the number of stop-the-clock (STC) scans occurring at the delivery unit. Our objective…

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USPS OIG Report: Mail Delivery and Customer Service Operations – San Jose

Background The Foothill Station is in the Bay Valley District of the Pacific Area. The unit has 50 city routes delivered by 55 full-time city carriers and four part-time flexible (PTF) city carriers. We chose the Foothill Station based on our analysis of city carriers returning after 6:00 p.m. using data from the Enterprise Data…

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USPS OIG Report: Mail Delivery and Customer Service Operations – Allen, TX

Background This report presents the results of our self-initiated audit of mail delivery and customer service operations at the Allen Post Office in Allen, TX. The Allen Post Office is in the Dallas District of the Southern Area. The delivery unit has a total of 68 routes (12 city, 53 rural, and three Contract Delivery…

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USPS OIG: Operational Assessment of Mail Flow From Plant to Delivery

The U.S. Postal Service’s Customer Service and Delivery Operations units are the heartbeat of the entire operation. More than 400,000 employees process, sort, and deliver 140 billion letters and flats and 6.4 billion packages annually, relying on technology, such as handheld scanners, to assist. The changing mail mix (more packages and less lettermail) and the…

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USPS OIG Report: Customer Service, City Delivery and Vehicle Operations – Performance Indicators

Objective Our objective was to assess the Postal Service Workload and Workforce Performance Indicators for Customer Service, City Delivery, and Vehicle Operations for fiscal years (FY) 2014 to 2018. In FY 2018, the Postal Service delivered more than 140 billion letters and flats and 6 billion packages to more than 158 million delivery points. It…

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USPS OIG Report: Earned Work Hours in Customer Service Operations – Tennessee District

Objective Our objective was to assess the accuracy of earned workhours in customer service operations in the Tennessee District. Customer service operations consist of employees at post offices, stations, and branches involved in mail distribution, retail window, and miscellaneous administrative operations. The U.S. Postal Service uses the Customer Service Adjusted Workload (CSAW) and Customer Service…

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