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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USPS: New package tracking system saves time

Need to quickly determine the whereabouts of a customer’s package? There’s an app for that. The Postal Service has introduced Single Package Look-Up (SPLU), a tool that simplifies the parcel location process by combining multiple tracking systems into one application. “Package look-up can be a timely and inefficient process,” said SPLU Program Manager Jude Mossman….

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USPS: New retail kiosks offer updated features

The Postal Service is replacing its approximately 2,800 self-service kiosks with upgraded machines. The new kiosks have improved screens that offer customers an experience similar to using usps.com. “Customers can have more streamlined transactions that combine online features and retail counter service,” said Retail and Customer Service Operations Vice President Kelly Sigmon. The new kiosks…

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Postal Service reboots retail training program

(March 27, 2018) USPS is introducing expanded training for retail associates as part of the organization’s broader efforts to strengthen customer service and help newer employees learn the ropes. The training will educate newly hired retail associates about postal products and services so they can better help customers. Participants will also receive guidance on conflict…

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USPS: Automated Package Drop machines being tested

The Postal Service is continuing to test new equipment that makes it easier for customers in retail lobbies to drop off packages for shipment. The Automated Package Drop (APD) self-service machines allow customers to mail pre-paid and merchandise return parcels at their convenience. Customers press a button on the APD to start the transaction and…

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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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Group protests lack of help for the blind at downtown Portland post office

By Bob Heye – July 25, 2017 PORTLAND, Ore. — David Bouchard says his frustration with the Waterfront U.S. Post Office at the corner of Southwest 1st and Madison in downtown Portland started at the end of last summer. “I came here last August to try to send a package off. I got turned away….

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Cleanliness is essential to USPS customer service

Dennis Rosello says cleanliness is essential to customer service. Rosello, a custodian and 19-year USPS employee, helps keep things neat and tidy at the Santa Ana, CA, Processing and Distribution Center, including its retail lobby. “When the place is really clean, there’s a positive effect on the people on the floor,” he says. “It gives…

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