USPS OIG Report: Highway Contract Routes – Extra Trips in Mid-Carolinas District

Objective Our objective was to assess the effectiveness of the Postal Service’s extra trip process for Highway Contract Routes (HCRs) in the Mid-Carolinas District. The Postal Service uses contracted supplier operated routes, or HCRs, to transport mail and equipment between plants, post offices, or other designated points that receive or dispatch mail. An extra trip…

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USPS OIG Report: Accident Safety Policies and Procedures – Great Lakes Area

Objective Our objective was to determine whether the Postal Service adhered to safety policies and procedures related to accidents in the Great Lakes Area. The Postal Service’s accident frequency rate measures the estimated annual accident frequency per 100 employees. During fiscal years (FY) 2016 and 2017, the Great Lakes Area had the highest average accident…

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USPS OIG Report: Accuracy of Grievances in the Grievance and Arbitration Tracking System – Houston District

Objective Our objective was to assess the accuracy of grievances recorded in the Grievance and Arbitration Tracking System (GATS) for the Houston District. The Postal Service defines a grievance as a dispute, difference or disagreement between parties or a complaint lodged by a party regarding wages, hours or conditions of employment. The grievance process allows…

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USPS OIG Report: Contractual Support Services for the Continuous Improvement Program

Objective The objective of our audit was to determine whether contractual support services for the U.S. Postal Service’s Continuous Improvement (CI) Program were effectively supporting the program’s goals. In 2007, the Postal Service introduced the CI Program as a management strategy to produce both immediate and sustainable, continuous process improvements. CI is an ongoing effort…

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USPS OIG Report: Change of Address Identity Verification Internal Controls

Objective Our objective was to evaluate the U.S. Postal Service’s identity verification internal controls for its Change of Address (COA) service. The Postal Service offers COA service whereby residential and business customers can apply to have their mail forwarded to a new address. This service helps customers manage potential adjustments to their mail delivery. The…

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USPS OIG Review of Network Perimeter Firewalls

Our objective was to determine whether the network perimeter firewalls are properly configured and functioning to safeguard information technology (IT) according to Postal Service standards and industry best practices. Perimeter firewalls are the first line of defense of an organization’s IT network. They are essential components for detecting and protecting the network by blocking unnecessary…

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USPS OIG Report: Improving the Customer Experience with USPS Customer Care Centers

While customers were satisfied with Customer Care Center (CCC) agents, one in three was not satisfied with the overall experience. The Postal Service cannot handle current CCC call volume, a problem that could worsen with parcel growth. Reducing wait times and giving agents better tools, training, and organizational support will empower them to resolve customer…

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USPS OIG Report: Mail Delivery Issues – Cimarron Hills Station, Colorado Springs, CO

Background This report presents the results of our audit to assess management’s corrective action to address mail delivery issues for customers serviced by the Cimarron Hills Station . The Cimarron Hills Station is in Colorado Springs, CO, in the Colorado/Wyoming District, Western Area. This audit was initiated at the request of Congressman Doug Lamborn, 5th…

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