Mail Delivery and Customer Service Operations – Holiday City Station, Memphis, TN

The Holiday City Station is in the Tennessee District of the Southern Area. This audit was designed to provide U.S. Postal Service management with timely information on potential scanning and mail delivery risks at the Holiday City Station. The delivery unit had 19 city routes and two rural routes delivered by 23 full-time city carriers, two full-time rural carriers, and one rural carrier associate. The unit also had four clerks including three full-time and one postal support employee (PSE). We chose the Holiday City Station based on the number of customer inquiries recorded for the delivery unit. Specifically, there were 662 inquiries recorded in the Customer 360 (C360) system from September to November 2020.