USPS OIG Report: Processing Network Optimization and Service Impacts

Objective Our objective was to determine if the U.S. Postal Service’s processing network is operating at optimal efficiency and meeting service standards. Our fieldwork was completed before the President of the United States issued the national emergency declaration concerning the novel Coronavirus disease outbreak (COVID-19) on March 13, 2020. The results of this audit do…

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USPS OIG: Operational Assessment of Mail Flow From Plant to Delivery

The U.S. Postal Service’s Customer Service and Delivery Operations units are the heartbeat of the entire operation. More than 400,000 employees process, sort, and deliver 140 billion letters and flats and 6.4 billion packages annually, relying on technology, such as handheld scanners, to assist. The changing mail mix (more packages and less lettermail) and the…

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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 OIG Report: Customer Service, City Delivery and Vehicle Operations – Performance Indicators

Objective Our objective was to assess the Postal Service Workload and Workforce Performance Indicators for Customer Service, City Delivery, and Vehicle Operations for fiscal years (FY) 2014 to 2018. In FY 2018, the Postal Service delivered more than 140 billion letters and flats and 6 billion packages to more than 158 million delivery points. It…

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USPS OIG: Delivery Scanning Issues

U.S. Postal Service delivery points are increasing each year. Package volumes are rising steadily as well. And so are customer expectations. This paradigm tends to lead to an increase in customer complaints, especially when delivery performance doesn’t meet expectations. Given these pressures, we are seeing an increasing risk in the areas of delivery and retail…

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USPS OIG Report: Review of Mixed Delivery and Collection Vehicles Acquisition

Objective Our objective was to determine whether the Postal Service’s mixed delivery and collection vehicles acquisition achieved the performance metrics, expected costs, and savings. The mixed delivery and collection vehicle fleet primarily supports Postal Service operations such as mail collection, mixed package delivery routes, and relay drop-offs for city carriers. However, the existing fleet of…

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OIG Report: Delivery and Customer Service Operations – Bronx, NY

Background Delivering high-quality service and providing excellent customer experiences are performance outcome goals the U.S. Postal Service has established to measure corporate strategy success and continuous improvement efforts. Mail delivery and retail services present challenges in large populous areas, such as the Bronx, where many people live in multi-family buildings and high-rise apartments. Owners or…

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USPS OIG Management Alert: Incorrect Package Delivery Scans – James A. Farley Post Office

This management alert presents our concerns with delivery issues found at the U.S. Postal Service’s James A. Farley Post Office. Specifically, we found incorrect delivery status information for packages. This issue came to our attention during our review of Delivery Operations at the James A. Farley Post Office in response to a request from Senator…

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