USPS OIG Report: Mail Delivery and Customer Service Operations – San Jose


The Foothill Station is in the Bay Valley District of the Pacific Area. The unit has 50 city routes delivered by 55 full-time city carriers and four part-time flexible (PTF) city carriers. We chose the Foothill Station based on our analysis of city carriers returning after 6:00 p.m. using data from the Enterprise Data Warehouse (EDW). Our objective was to review select mail delivery and customer service operations at the Foothill Station.

Our fieldwork was completed before the President of the United States issued the national emergency declaration concerning the novel coronavirus disease (COVID-19) outbreak on March 13, 2020. The results of this audit do not reflect process and/or operational changes that may have occurred at this facility as a result of the pandemic.

Finding #1: Unreported Delayed Mail
During our site visit on February 25-26, 2020, we identified delayed mail6 that was not reported in the Customer Service Daily Reporting System (CSDRS) as required.

Finding #2: Carriers Returning After 6:00 P.M.
We determined that city carriers at the Foothill Station were returning to the office after 6:00 p.m.

Finding #3: Package Delivery Scanning and Handling
We determined that employees were improperly scanning packages at the unit and not following package scanning and handling policies.

Finding #4: Safeguarding of Assets
Foothill Station management did not properly manage and safeguard Postal Service assets including arrow lock keys, Voyager Fleet cards, and mail delivery vehicles.

Finding #5: Damaged Mail Collection Box
During our site visit, we noted that one of the two mail collection boxes in front of the Foothill Station was damaged.

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Related: OIG Report: City Carriers Returning After 6 P.M. ― Bay Valley District

Source: USPS Office of Inspector General

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