USPS OIG: Operational Assessment

The U.S. Postal Service’s Customer Service and Delivery Operations units are the heartbeat of the entire operation. More than 400,000 employees process, sort, and deliver 140 billion letters and flats and 6.4 billion packages annually, relying on technology, such as handheld scanners, to assist.

The changing mail mix (more packages and less lettermail) and the growing use of worksharing – in which commercial mailers sort and enter mail closer to the destination – have affected Customer Service and Delivery Operations. Our recent audit report found staffing and position challenges impacted the units’ ability to efficiently sort, distribute, and deliver mail, and added to costs by relying on increased overtime. We also noted Customer Service Operations did not always track or receive alerts of late mail arrivals from mail processing facilities.

Our infographic below shows mail flow from plant to delivery, which illustrates the importance of accurate staffing and reliable scanning technology to ensure Customer Service and Delivery Operations are efficient.

 

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