Delivery and Customer Service in Colorado Mountain Towns

Submitting OIG:

Report Description:

This audit focused on determining the root causes of poor service performance and customer service issues in Colorado mountain towns. The audit team visited 13 delivery units and one processing and distribution center throughout the mountain towns; conducted observations of processing, delivery, and retail operations; interviewed personnel on challenges faced; and conducted data analysis on service performance.

Date Issued:

Tuesday, December 5, 2023

Agency Reviewed / Investigated:

U.S. Postal Service

Submitting OIG-Specific Report Number:

23-130-R24

Location(s):

Agency-Wide

Type of Report:

Audit

Questioned Costs:

Funds for Better Use:

Number of Recommendations:

Report updated under NDAA 5274:

View Document:

Attachment	Size
23-130-R24.pdf	8.15 MB

Related Open Recommendations

Recommendation Number	Recommendation Status	Significant Recommendation
1	Open	Yes
Analyze work environment impacts that affect the Postal Service’s ability to hire and retain personnel and create a plan to overcome those identified impacts.
2	Open	Yes
Explore the feasibility of increasing personnel pay in Colorado mountain towns based on locality, including tracking all expenses for personnel detailed to these locations and other hiring costs.
3	Open	Yes
Establish a program to monitor package handling to verify that packages are scanned and delivered, as required, and take corrective action with underperforming facilities.
4	Open	Yes
Establish a process to track and monitor whether delivery unit management is appropriately documenting delivery contract irregularities with Postal Service Form 5500, and whether damages should be assessed, or the contract terminated for default.
5	Open	Yes
Require any employee fulfilling the postmaster role at the select facilities, to take the formal Postmaster Essentials training course, and track compliance.
6	Open	Yes
Implement a developmental program, including on-the-job training at the delivery units, to ensure postmaster readiness.
7	Open	Yes
Instruct local management in Colorado mountain town facilities to enter delayed mail in reporting systems and establish responsibility for processing manual flat mail.
8	Open	Yes
Review trip times and volume profiles, and meet with appropriate delivery unit and plant personnel, to align transportation schedules to meet processing and delivery needs of facilities in Colorado mountain towns.
9	Open	Yes
Develop a process to ensure communication occurs between delivery and processing personnel at facilities located in Colorado mountain towns when there is late arriving mail.

Recommendation Number

Recommendation Status

Significant Recommendation

Additional Details

Open

Yes

Analyze work environment impacts that affect the Postal Service’s ability to hire and retain personnel and create a plan to overcome those identified impacts.

Open

Yes

Explore the feasibility of increasing personnel pay in Colorado mountain towns based on locality, including tracking all expenses for personnel detailed to these locations and other hiring costs.

Open

Yes