Introduction During our Integrity of the U.S. Postal Serviceâs 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…
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…
The Postal Service has improved its Single Package Lookup Tool, which integrates multiple tracking systems into one user-friendly application. The application, also known as the SPLU Tool, produces an average of 46,000 tracking insights each day that employees use to resolve customer inquiries. In July, the SPLU team conducted a survey to better understand employeesâ…
The Postal Service has recommended deadlines for the holiday mailing and shipping season. The suggestions, released Oct. 8, are for expected delivery by Dec. 25 to domestic, Air/Army Post Office (APO), Fleet Post Office (FPO) and Diplomatic Post Office (DPO) addresses. Here are the deadlines: Nov. 6: APO, FPO and DPO addresses (all ZIP Codes),…
The Postal Service expanded its Extended Mail Forwarding market test nationwide on Oct. 1. Extended Mail Forwarding allows customers to pay a fee to extend an existing permanent Change of Address request in six-month increments for up to 18 months. USPS began testing the service in nine districts on Aug. 1. By Sept. 27, the…
Postmaster General Louis DeJoy recently visited the Gulf Coast to thank employees for their work to improve service and to express his appreciation for their efforts to help customers recover from Hurricane Laura.At the North Houston Processing and Distribution Center, DeJoy discussed the Postal Serviceâs success at reducing late trips and delayed inventory â two…
September 3, 2020 USPS has released a television commercial that celebrates the organizationâs employees and their commitment to serving customers during the coronavirus pandemic. The 30-second spot â âCertainty II,â a follow-up to a commercial that debuted in the spring â shows real-life employees working to make deliveries happen. âWe live in uncertain times,â the…
USPS is testing a service that allows customers to pay a fee to have their permanent Change of Address mail forwarded for up to 18 months. Extended Mail Forwarding is geared toward customers who may be displaced temporarily, on extended assignments, or who may not have updated their mailing contacts within the usual mail forwarding…
