USPS OIG Audit: DRIVE Initiative 25 – Improve Customer Experience

Background In fiscal year (FY) 2011, the U.S. Postal Service established 36 Delivering Results, Innovation, Value, and Efficiency (DRIVE) initiatives to improve its business strategy. DRIVE aims to reduce the reported $20 billion gap between revenue and expenses by FY 2016, through strategic initiatives with measurable outcomes. DRIVE Initiative 25 – Improve Customer Experience consists…

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