USPS OIG Report: Nationwide Service Performance

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…

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USPS OIG Report: 1-800-ASK-USPS –  Interactive Voice Response System

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…

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USPS OIG Report: Online Priority Mail Express Refunds

Objective Our objective was to determine if the Postal Service properly processed and supported online refund requests for Priority Mail Express (PME). We conducted this audit in response to concerns raised by the U.S. Postal Inspection Service and our Office of Investigations. The concerns related to potential erroneous payments with online PME refunds issued by…

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USPS proposes changes to service standards for First-Class Package Service

June 17, 2021 USPS is taking additional steps to improve its service reliability by initiating the process of requesting a Postal Regulatory Commission advisory opinion on a proposal to modify service standards for First-Class Package Service. The new service standards, announced June 17, are designed to improve use of surface transportation, while decreasing reliance on…

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USPS OIG Report: Mail Delivery and Customer Service Operations – East Stroudsburg, PA

Background This report presents the results of our self-initiated audit of Mail Delivery and Customer Service Operations at the East Stroudsburg Post Office, in East Stroudsburg, PA. The East Stroudsburg Post Office is in the Delaware-Pennsylvania 2 District of the Atlantic Area. This audit was designed to provide U.S. Postal Service management with timely information…

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Postal portal to expedite congressional inquires

The Postal Service will soon introduce an online portal to help expedite service inquiries sent by consumers to U.S. lawmakers and their staffers. The Congressional Inquiry Portal, slated to debut in May, will feature a user-friendly interface that streamlines the process for resolving inquires, while replacing the need for follow-up phone calls and emails. Here’s…

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USPS OIG: Management Alert – Issues Submitting and Processing COA Requests

Introduction During our Integrity of the U.S. Postal Service’s Social Media Presence audit, we found indications of availability issues associated with the National Change of Address (NCOA) database and its related applications. We identified several social media complaints and reports in national news concerning issues submitting and processing change of address requests. Although these issues…

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USPS OIG Report: Delivery and Customer Service Operations – New Hampshire

Objective: We conducted this audit in response to a January 27, 2020 congressional request from Senator Margaret Hassan, who raised concerns regarding complaints at multiple Postal Service facilities in New Hampshire. Our objective was to evaluate mail delivery and customer service operations at selected locations. The Postal Service has an obligation to provide services to…

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