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…
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…
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…
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…
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…
