Report File
Date Issued
Submitting OIG
U.S. Postal Service OIG
Other Participating OIGs
U.S. Postal Service OIG
Agencies Reviewed/Investigated
U.S. Postal Service
Report Number
RARC-WP-18-012
Report Description
We examined the customer experiences associated with the Postal Service’s Customer Care Centers (CCCs). We found four ways USPS could improve the customer experience: preventing calls with better information and fixing underlying issues; decreasing customer effort when calling the CCCs; shortening the wait to speak to an agent; and improving the ability of agents to solve problems on the spot. We also identified a business arrangement that could affect the overall customer experience.
Report Type
Other
Agency Wide
Yes
Number of Recommendations
4
