USPS OIG Report: Mail Delivery and Customer Service Operations – Allen, TX


This report presents the results of our self-initiated audit of mail delivery and customer service operations at the Allen Post Office in Allen, TX.

The Allen Post Office is in the Dallas District of the Southern Area. The delivery unit has a total of 68 routes (12 city, 53 rural, and three Contract Delivery Service (CDS)). The 12 city routes are delivered by 20 carriers, and the 53 rural routes are delivered by 85 carriers. The Allen Post Office also has 14 clerks who perform retail and customer service functions. We chose the Allen Post Office based on the number of stop-the-clock (STC) scans occurring at the delivery unit.

Finding #1: Carriers Returning after 6:00 p.m.
We determined that carriers at the Allen Post Office were returning to the office after 6:00 p.m. Specifically, during July to September 2019, about 66 percent of city carriers returned to the office by 6:00 p.m. and about 96 percent of rural carriers returned to the office by 6:00 p.m.
Finding #2: Package Scanning Issues
We determined employees were improperly scanning packages at the unit and not following package scanning and handling policies.
Finding #3 Safeguarding of Assets
Employees did not properly secure assets at the Allen Post Office. Specifically, during our visit on November 21, 2019 we were able to locate only 11 of 52 Voyager Fleet cards.

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Source: USPS Office of Inspector General

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