Background This report presents a summary of the results of our self-initiated audits assessing mail delivery, customer service, and property conditions at three select delivery units in the Atlanta, GA, region. The three delivery units we audited were the McDonough Main Post Office (MPO), Old National Station, and Stockbridge MPO. We judgmentally selected these delivery…
June 23, 2022 The Postal Service will upgrade service standards for its Retail Ground and Parcel Select Ground products, effective Aug. 1. Within the contiguous United States, service standards will be accelerated from two-to-eight days to two-to-five days for the same affordable price. Items containing hazardous materials or live animals are not eligible for the…
On May 6, 2022, APWU Clerk Craft Director Lamont Brooks agreed to extend the Memorandum of Understanding (MOU) regarding Telework for Clerk Craft Employees at Customer Care Centers, Customer Retention Teams, and the Mailing Shipping Solution Center (MSSC, i.e., Mailing Requirements Clerks) until June 17, 2022. However, the Postal Service would not agree to extend…
April 28, 2022 The Postal Service is reminding all employees of their duty to protect the sanctity of the mail and to treat each piece of mail with care. The public relies on the organization to deliver important items such as gifts for loved ones, medications, election ballots and utility bill payments. When customers entrust…
March 4, 2022 The Postal Service is spotlighting the efforts of retail associates during Clerks Care Week, which is March 5-11. The Clerks Care program allows retail associates, call center agents, and machine and distribution clerks to pass on sales tips. Clerks Care has brought in more than $1.4 billion since it began in 2013….
Background This interim report presents the results of our self-initiated audit of mail delivery, customer service, and property conditions at the Piedmont Station in Portland, OR (Project Number 22-030). The Piedmont Station is in the Idaho-Montana-Oregon District of the WestPac Area and services ZIP Code 97211, which services about 31,531 people and is considered to…
Objective Our objective was to assess the U.S. Postal Service’s service performance for all mail classes over an 18-month period and determine the most common failure points in the mail flow process. Mail is divided into different categories called “classes,” each having different features, service levels, and postage rates. The Postal Service has service standards…
September 21, 2021 (RISC-WP-21-010) The Postal Service’s Interactive Voice Response (IVR) system attempts to quickly resolve a customer inquiry without transferring the caller to a customer care agent. Between fiscal year (FY) 2018 and the first eight months of FY 2021, the IVR system’s containment rate – the rate of calls not transferred to agents…
