USPS OIG Report: Mail Delivery Issues in San Antonio, TX

Background This report presents the results of our self-initiated audit to evaluate mail delivery issues on selected routes at the San Antonio – Heritage Station. The Heritage Station is in the Rio Grande District of the Southern Area. We conducted the audit to provide U.S. Postal Service management with timely information on potential operational risks…

 Continue reading

USPS OIG Report: Customer Service for Non-English-Speaking Customers

Objective Our objective was to evaluate the U.S. Postal Service’s customer service to non-English-speaking customers. The Postal Service, established in 1775, has as its basic function the obligation to provide postal services to bind the Nation together through the personal, educational, literary, and business correspondence of the people. In addition, it shall provide prompt, reliable,…

 Continue reading

USPS OIG Report: Customer Retail Experience

Objective Our objective was to evaluate key factors affecting the customer experience at Postal Service retail units and identify opportunities to enhance the overall customer experience. The Postal Service’s vast number of post offices is the largest retail network in the country, spanning more than 30,000 Postal Service-managed retail spaces. These offices drew over 857…

 Continue reading

Rep. Grisham Denied Entry to Conduct Unannounced Inspection of USPS Facility

Sep 20, 2018 | Press Release ALBUQUERQUE, NM – On September 20, 2018, after receiving numerous complaints from United States Postal Service (USPS) union representatives about mismanagement and poor working conditions at facilities and urging USPS Acting Inspector General Tammy Whitcomb to launch an investigation into the matter, Rep. Michelle Lujan Grisham (NM-01) attempted to…

 Continue reading

USPS: New tool to help resolve customer issues

USPS will soon introduce a web-based tool that will allow employees to better handle customer service issues. Customer 360 will replace eCustomer Care, the application currently used to process and track business and residential customer inquiries. The new tool will be available in Consumer Affairs offices, Customer Care Centers and Post Offices, allowing employees in…

 Continue reading

OIG: USPS Customer Care Centers Need to Improve

The Postal Service’s customer care centers suffer from “long hold-times for customers, abandoned calls, and customer frustration,” an IG white paper has said. The centers, which supplement online information, receive calls about specific matters including tracking a package or scheduling a delivery, as well as for general information and for dealing with complex matters. Of…

 Continue reading

USPS OIG Report: Improving the Customer Experience with USPS Customer Care Centers

While customers were satisfied with Customer Care Center (CCC) agents, one in three was not satisfied with the overall experience. The Postal Service cannot handle current CCC call volume, a problem that could worsen with parcel growth. Reducing wait times and giving agents better tools, training, and organizational support will empower them to resolve customer…

 Continue reading

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…

 Continue reading