Background

The Olathe, KS, East Branch is in the Mid-America District of the Central Area. The delivery unit has 12 city routes, which are delivered by 13 full-time carriers and one city carrier assistant. The delivery unit also has 26 rural routes, which are delivered by 22 rural carriers and 17 rural carrier assistants (RCA). The Olathe East Branch has ten clerks including nine full-time employees and one postal support employee.

We selected the Olathe East Branch for review based on the number of customer inquiries the unit received. Specifically, there were 1,421 inquiries recorded in the Customer 360 (C360) system from November 2020 through January 2021. Most of the inquiries (1,276, or 89.8 percent) were related to package tracking and delivery.

Our objective was to evaluate select mail delivery and customer service operations and determine whether internal controls were effective at the Olathe East Branch.

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Source: USPS Office of Inspector General