USPS OIG Report: Mail Delivery and Customer Service Operations – Baltimore


This report responds to requests from U.S. Representatives C.A. Dutch Ruppersberger and Kweisi Mfume, for the 2nd and 7th Congressional Districts of MD, respectively, to review mail delivery and customer service operations at select units in the Baltimore, MD, region. In May 2021, Representatives Ruppersberger and Mfume sent letters requesting reviews at several units in the Baltimore region based on an increase in constituent complaints in the months prior.

Congressman Ruppersberger requested reviews at the Dundalk Sparrows Point (Dundalk), Essex, Rosedale, Parkville, Middle River, and Towson (served by Loch Raven) branches. His request specifically mentioned constituents not receiving mail, including paychecks and life-saving prescriptions, for weeks at a time. Congressman Mfume’s request specifically mentioned an increased lack of service, non-delivery of mailpieces, and customer service complaints in ZIP Codes 21213 (Clifton East End Station), 21217 (Druid Station), and 21229 (Carroll Station).

Our objective was to evaluate mail delivery and customer service operations on selected routes at the following delivery units in the Baltimore, MD, region: Dundalk, Essex, Rosedale, Parkville, Middle River, Loch Raven, Clifton East End, Druid, and Carroll.

Finding #1: Delayed Mail
We identified delayed mail at each of the nine units during our site visits from June 22-24, 2021. Specifically, we found about 972,457 pieces of delayed mail, the majority of which was made up of letters and flats. We found very few delayed packages at the nine units and both unit management and carriers stated that there was an emphasis on getting all packages delivered each day.

Finding #2: Inaccurate Reporting of Mail Conditions
Management did not accurately report delayed mail in CSDRS. Specifically, on the day prior to our visit, management at Dundalk, Parkville, and Rosedale did not report any delayed mail in CSDRS, and management at the other six units only reported 200,817 pieces of delayed mail. However, this only represented about 21 percent of the 972,457 delayed mailpieces we identified at the units at the time of our visits.

Finding #3: Improper Scanning
Employees improperly scanned 172 of 409 (42 percent) packages sampled at the nine units. We judgmentally selected and reviewed scan information for 210 packages found at carrier cases and 199 packages found in the “Notice Left” areas.

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Source: USPS Office of Inspector General

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