USPS OIG Report: National Operational Assessment – Customer Service and Delivery Operations

Objective Our objective was to assess the Postal Service’s Customer Service and Delivery Operations to identify opportunities for savings and streamlining operations. Reliable, affordable, universal mail delivery is the Postal Service’s mission. In fiscal year (FY) 2018, the Postal Service delivered more than 140 billion letters and flats and 6.4 billion packages to over 158…

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USPS teams with Google Cloud for call center relief

By Dave Nyczepir – December 12, 2019 The U.S. Postal Service plans to reduce wait times on about 80 million customer calls fielded annually through a partnership with Google Cloud announced Thursday. USPS awarded Carahsoft — Google Cloud’s authorized distributor for public sector clients — a cloud contract with a $50 million ceiling covering customer…

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Addressing the Diverse Needs and Wants of Rural America: Opportunities for USPS

September 16, 2019 (RISC-WP-19-009) Rural customers value the social aspects of the Postal Service in their communities — more than half of rural customers know either their postmaster, clerk, or carrier by name. The majority of rural and non-rural customers want weeknight post office retail window hours, but rural post offices offer a disproportionately small…

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USPS clarifies acceptable identification forms

The Postal Service recently updated the list of acceptable forms of identification that customers must show for picking up various types of mail and applying for other services. The Domestic Mail Manual (DMM) now features a new section, 608.10.0, Forms of Identification, that details acceptable forms of ID. The update clarifies previous guidance for identification…

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USPS OIG Report: Facility Conditions, Delayed Mail, and Staffing Levels in Albuquerque, NM

Objective The OIG received two congressional requests. One request came from former U.S. House of Representative Michelle Lujan Grisham and another from Senator Tom Udall on September 5 and September 19, 2018, respectively. Their requests asked the OIG to assess allegations of unsafe facility conditions, delayed and unprocessed mail, and understaffing at post office (PO)…

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USPS OIG: Tackling Delivery Delays

More packages and fewer letters to more addresses each year. That’s the daily drill for U.S. Postal Service city carriers and city carrier assistants (CCA), the non-career carriers who make up a growing segment of the workforce. As we’ve noted in past blogs, customers are feeling negative effects of this changing mail mix. Complaints of…

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APWU: Mailing Requirements Clerks and Bulk Mail Clerks to Lose Duty Assignments

From: Lamont Brooks <lbrooks@apwu.org> Sent: Thursday, March 28, 2019 4:00 PM Subject: Mailing Requirements Clerks MRC Helpdesk-Bulk Mail Tech-Genysis-Service Now- 1-800 Number Seven sites were tested using approximately two MRC per District per a USPS to APWU notification in March 2018. The APWU held a nationwide telecon with the locals in March 2018 with seven…

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PMG addresses customer service, other topics in “Business Focus” video

The importance of delivering excellent customer service is discussed by Postmaster General Megan J. Brennan in her latest “Business Focus” video. “We’re a service organization, and to attract and retain customers and generate profitable revenue, we need to continue to improve the customer experience,” she says. Brennan encourages employees to deliver excellent experiences wherever they…

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