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…
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…
Background Delivering high-quality service and providing excellent customer experiences are performance outcome goals the U.S. Postal Service has established to measure corporate strategy success and continuous improvement efforts. Mail delivery and retail services present challenges in large populous areas, such as the Bronx, where many people live in multi-family buildings and high-rise apartments. Owners or…
Background The U.S. Postal Service tracks customer service activities, known as Function 4, at post offices, stations, and branches as part of its ongoing effort to provide cost-effective, high-quality customer service. The Greater Boston District operated over 400 post offices, stations, and branches, and processed more than 3.4 billion pieces of mail in fiscal year…
