USPS OIG Report: Collection Point Management System

By supporting the Postal Service in monitoring and managing its vast network of collection points, the Collection Point Management System (CPMS) plays a key role in ensuring customers have appropriate access to the postal network and high-quality delivery service. Opportunities exist to enhance the system in ways that would improve the Postal Service’s ability to…

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USPS OIG: Role of the Postal Service in Identity Verification

Verifying identity credentials that individuals provide online, such as name, address, and Social Security Number (SSN), is increasingly important as government experiences higher identity fraud levels. Several potential roles exist for the Postal Service to contribute to government efforts to create and implement more secure identity verification systems. The emergency disbursement of trillions of dollars…

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USPS OIG Report: Trends in New Delivery Points

April 18, 2022 Since FY 2021, the number of delivery points on carrier routes grew by 10 percent. The south and west grew more rapidly than other parts of the country, and growth on rural postal routes far exceeded growth on city routes. Centralized delivery points increased by 23 percent since FY 2011, driven by…

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USPS OIG Report: Electric Delivery Vehicles and the Postal Service

March 17, 2022 (RISC-WP-22-003) As the Postal Service prepares to acquire a new delivery fleet, electric vehicles may be a good option for deployment on many postal routes. There is considerable variation among delivery routes, and many factors can make a route either more or less suitable to electric vehicle deployment. In February 2021, USPS…

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USPS OIG Report: Truck Driver Shortage – Implications for the Postal Service

March 7, 2022 (RISC-WP-22-002) The national truck driver shortage has impacted the Postal Service and suppliers that transport mail in bulk along highway contract routes. Several strategies could help the Postal Service to mitigate the impact of the driver shortage. Since at least the early 2000s, the trucking industry has warned of a shortage of…

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USPS OIG Report: Views of the Postal Service As an Employer

October 8, 2021 (RISC-WP-22-001) Employees’ online ratings of the Postal Service have stayed the same or declined between fiscal year (FY) 2016 and FY 2021; reviewers spoke favorably about the Postal Service’s pay and benefits but complained about long work hours and a lack of work-life balance. Turnover is relatively low among career employees, who…

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USPS OIG Report: 1-800-ASK-USPS –  Interactive Voice Response System

September 21, 2021 (RISC-WP-21-010) The Postal Service’s Interactive Voice Response (IVR) system attempts to quickly resolve a customer inquiry without transferring the caller to a customer care agent. Between fiscal year (FY) 2018 and the first eight months of FY 2021, the IVR system’s containment rate – the rate of calls not transferred to agents…

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USPS OIG Report: A Primer on Service Standards

September 2, 2021 (RISC-WP-21-008) A service standard is the number of days the Postal Service has determined it should take a specific type of mail to be delivered. Service standards set customer expectations and provide accountability for quality of service. The OIG provided an overview of the intricacies of USPS service standards. Specifically, we explained…

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