USPS OIG Report: No-Fee Post Office Boxes

Objective The Postal Service offers no-fee post office (PO) box service to customers who do not receive any form of carrier delivery. Customers apply for the no-fee PO box service by completing an application and providing identification to a Postal Service employee. Retail personnel determine customer eligibility and enter data into the Web Box Activity…

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USPS OIG Report: Customer Retail Experience

Objective Our objective was to evaluate key factors affecting the customer experience at Postal Service retail units and identify opportunities to enhance the overall customer experience. The Postal Service’s vast number of post offices is the largest retail network in the country, spanning more than 30,000 Postal Service-managed retail spaces. These offices drew over 857…

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USPS OIG Report: Retail and Customer Service Ops in Philadelphia Metro District

Background The U.S. Postal Service has a substantial network of about 35,000 retail facilities, including post offices, stations, and branches. The Philadelphia Metropolitan District includes over 250 retail units with a combined retail revenue of over $175 million for fiscal year (FY) 2016. Retail and customer service operations are integral parts of the Postal Service’s…

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