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 The U.S. Postal Service has a substantial network of about 35,000 retail facilities, including post offices, stations, and branches. The Philadelphia Metropolitan District includes over 250 retail units with a combined retail revenue of over $175 million for fiscal year (FY) 2016. Retail and customer service operations are integral parts of the Postal Service’s…
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. Postal Service managers have specific policies and procedures for monitoring customer service operational efficiency, such as: The Customer Service Variance model, which helps assess…
