USPS OIG: Customer Service Operations Efficiency – Chicago District
Audit Report – MS-AR-15-005 – 04/28/2015 Background In March 2010, the U.S. Postal Service unveiled a comprehensive action plan for the next decade to increase efficiency and address the elements of managing costs under its control. To this end, the U.S. Postal Service uses a customer service variance model to monitor retail customer service workhours…