• Project Title:
  • Innovating Parcel Delivery
  • Start Date:
  • Monday, March 25, 2019
  • Estimated Report Release Date:
  • August 2019

The Postal Service has seen a continuous increase in package volumes over the past few years. As more people shop online, package delivery service will continue to grow. Delivering a package on the first attempt is vital to the Postal Service’s ability to serve its customers efficiently.

When a customer is not home, the Postal Service leaves a notice and attempts to redeliver, or the customer picks up the package at a local post office. In some locations, the Postal Service uses keyless parcel lockers.

  • Do you have any suggestions for improving the Postal Service’s first-delivery-attempt success rate?

Comments (62)

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  • anon

    If you and everybody else who has never delivered mail knew what was going with the Postal Service mis-management you might understand. Put your feet in my shoes and you would see what's wrong with this USPS! The USPS has become so top heavy and employees micro-managed to death that I do not understand how it keeps standing. I'm tired of the total responsibility put on me and every other carrier to keep this boat afloat.

    Apr 24, 2019
  • anon

    Problem with the post office is employees top down don't want to work. Take a man's pay, do a day's labor, no complaints. Quit if you don't like having a job. People deserve their mail

    Apr 25, 2019
  • anon

    Carriers need help carrying these large parcels in a non-postal provided vehicle. It has to be a shared responsibility between the customer, rural carrier, and management. The customer provides a mail box for mail, well shouldn't they also provide a parcel container, locker also? Rural Carriers are not getting compensated enough to buy and maintain their own delivery trucks and to drive the additional mileage required on these sometimes poorly maintained roads and driveways. Safety and dispatch schedules should be considered. With all the digitization going on, management only sees the numbers and the humanization is lost. It's a every man for his self attitude which management has constructed!

    Apr 24, 2019
  • anon

    How can you improve delivery parcels is getting contract truck to stations early not late, small offices have limited window time EX: 8 am to 5 pm no room for errors. Yes, einsteins decided that 7:30 am dispatch would somehow save money, contract trucks still arrive late. I bet you could move us to 9 am and trucks will still be late. To make matters worse we sometimes have a 2nd contract truck bringing in late packages ranging from 10 am to 12 noon. carriers already left to the route. Depending on the scenario of the day our PM won't scan packages for arrival and leaves packages for the next day.

    Apr 24, 2019
  • anon

    First off you have truck issues in the rural community, we have been moved to 8:00 am start time, even with that trucks continued to be late then the P.O had this brilliant idea to move the contract trucks to 7:30 am, when we arrive at 8 they are just finishing unloading and still sorting. 5:00 pm contract truck pickup. as you can see not much time in between, then we have the issue of 2nd trip contract trucks bringing in late parcels, 2nd trip contract truck can arrive anywhere from 10 am to 12 noon, carriers are gone, those parcels normally sit till the next day, PM knows carriers don't have the time to come back to pick these up and beat the 5 pm truck. All about the numbers looking good for PM don't want to interfere with their bonuses. Many routes don't even have sufficient time for lunches or bathroom time. It is hard enough keeping up with our own packages but then UPS and FED drops all these big packages with long driveways that rural carriers are not compensated for no mileage when they are using their own vehicle. Not to mention these packages take priority over our own. Another loss for the PO they don't consider the cost figure of having to bag UPS and FEDX packages.

    Apr 24, 2019
  • anon

    Regular Rural Carrier here: You (USPS) give us 8 seconds pay to deliver a package. You do not pay us to drive to a house, in fact it is required that we drive up to a mile for free for delivery. Rural residents are not required to provide an adequate sized mailbox. They feel entitled, and as such will only provide the smallest mailbox possible. I average about 5 free miles a day. That's $5600/miles and $2500/time a year you (USPS, Americans) rob from me and my family. My suggestions: all rural route residents must provide the largest rural box produced. Residents on driveways must provide a safe space to leave parcels by the mailbox. Congress can make an exception for USPS and rural carriers and allow the import of new RHD vehicles from the UK, JAPAN, AUSTRALIA. This would allow you (USPS) to provide a fleet of vehicles now, so that you (USPS) can foot the bill for all the free miles you rob from me! Residents should follow the animal ordinances for thier county. Any in town, large apartment complex routes should be converted to city, because they actually get paid to deliver packages. USPS should charge postage rates to cover costs. The Table 1 high option carriers don't mind providing the free service. But you *USPS created Table 2 and eliminated the high option until 10 years of service. You took away the incentive. Eliminate Table 2 and bring back the high option. Treat rural carriers with dignity and respect the position and the service we provide to you and you *USPS.

    Apr 24, 2019
  • anon

    With the addition of" carrier leave if no response" indecias on parcels, I rarely leave a notice anymore...< less than 6 per year....

    Apr 24, 2019
  • anon

    If clerks would learn the sceams and put the correct parcels and spurs in the gondolas the first time and do it EARLY so that the whole office could make working those parcels and Spurs our FIRST function I believe that would reduce the amount of undelivered miss thrown parcels that sit in the office and get scanned attempted for whatever reason.

    Apr 23, 2019
  • anon

    Many rural carriers do not even take them to the street, and if they do they call it taking them for a ride. They even fill out the 3849 before they leave the office...

    Apr 22, 2019
  • anon

    Have a bar code for the postal worker to scan at mail boxes and for post office boxes, so costumers have a better idea of where the package was delivered. GEO tracking only give about a 5 foot location scan, but when delivery to community mail boxes, apartments, PO Boxes, boxes are to close to know for sure where the package was delivered. If the carrier had a bar code to scan in and at each box it would give a more accurate level of a delivery scan.

    Apr 21, 2019
  • anon

    PTF clerk here. It seems to me many of my customers who complain about failed first attempts are rural customers. My suggestion would be to give rural carriers more flexibility and incentive to make these tricky deliveries. Rural customers sometimes have very long driveways, live in rough roads, have dogs in the open, etc. Paying rural carriers more would be a start, and then allow them to be more flexible in their routes. Some the inconvenience of rural parcel delivery is the duo system. Look it up. Carriers for rural zip codes are centralized into less rural or city offices. Get rid of this. Bring the rural carriers back into the offices that serve their zips. This means they don’t need to drive so far. This will save the USPS money on mileage, and make it easier for rural carriers to make second runs for their parcels. And yes, pay them a little more to do this.

    Apr 20, 2019
  • anon

    I believe USPS can greatly improve delivery of packages on the first attempt by perhaps actually attempting to deliver said packages or leave actual notices instead of just falsely stating a notice was left. I don't live in a rural area, I live in Chicago and I don't get mail either. I believe a lot more people would use USPS if they didn't set such a standard for awful atrocious service across the board, rural or urban.

    Apr 16, 2019
  • anon

    Time !! For carriers

    Apr 16, 2019
  • anon

    Rural mail carriers will not deliver packages. Leave notice stating attempted delivery. Called post office immediately stating I was outside waiting on package and was approaching carrier as he drove away. Was told it’s at the post office because he didn't take it on his route. Stated he didn’t know where to deliver it. That’s the same excuse we receive every time.

    Apr 16, 2019
  • anon

    I have been a rural carrier for 25 years. The USPS has gone downhill at an alarming rate during my years as a carrier. The focus is no longer on accuracy, it is all about finishing quickly so management looks good on the dozens of irrelevant reports they have to file daily. New employees are not given enough time to learn a route and are often thrown on a route without any training at all. This is NOT acceptable for an organization who handles the sensitive documents and valuable parcels of our customers. Many new employees will scan a package as "attempted" if they are unsure where the house is located. This is preferable to leaving it at the wrong location, but still unacceptable. We should encourage our customers to be sure that their house number is readily visible on their HOUSE and their mailbox. The scanners are no longer being used as a tool to let our customers track their packages; they are being used as a tool to hound and threaten carriers. The stress being placed on carriers is unbelievable, resulting in misdeliveries and not delivering packages on the first attempt just to make it back to the office at a, sometimes unreasonable, time. My suggestions, summarized, are: Sufficient training time for new hires and for cross-training on additional routes, require customers to have house numbers on both their house and mailbox, require those customers who get heavy parcel volume to erect the largest size mailbox, take the stress off carriers by giving us auxillary assistance on heavy parcel volume days, and in areas of consistently heavy parcel volume, consider the use of parcel delivery only routes. If you really want to get to the bottom of the problems, how about having a forum with long-time carriers to discuss the problems and solutions? We've been here a long time and know what the problems stem from.

    Apr 14, 2019
  • anon

    post office will not send mail.

    Apr 13, 2019
  • anon

    The level of service ( and boy do we use that word loosely) is so bad from our postal delivery worker ( Greentree Rd , Wasilla) we receive blatant lies written on our purchases saying “delivery left too long in box “ ... we check our box EVERY DAY. This has occurred several times. Is it at all possible that our community receive a postal worker that just does their job ??? That would really be great not to mention effective . Thank you for listening.

    Apr 11, 2019
  • anon

    Improve on accountability in international shipment. It's quite frustrating to see a simple envelop shipment stay in US for 3 weeks, actual shipment to take 2 days and stuck in target country 3 more weeks and never to be accounted for nor delivered. What good is this audit if this condition persists in current day and age?

    Apr 11, 2019
  • anon

    We appreciate your comments and are currently compiling and analyzing them for consideration in our current audit. Thank you so much for all of your feedback. -The Audit Team

    Apr 11, 2019
  • anon

    Adjust the time for the rural carrier evaluation to reflect the time it takes to drive up to 1/2 mile and dismount to deliver package. Rural carrier evaluation only allow for 10 seconds to put parcel in the mailbox. No additional time is figured into the evaluation for taking packages to the door. When a route is evaluated at 9 hours with a starting time of 7 AM and dispatch truck at 4 PM and the carrier takes 30 min. lunch break that is allowed, the day takes longer than the 9 hours evaluation in addition to the time taken to take 20 to 50 packages to the door. For 5 years (since March 2014) the Postal Service has been working on a Rural Route Evaluated Compensation System (RRECS). They have the numbers they just need to adjust the evaluations closer to the actual time it takes to deliver these packages to the door. Management is stressing out carriers to "make the dispatch truck" and so carriers make shortcuts in deliver of the packages that they get 10 seconds to deliver (leave and notice and hurry on thru the route). Fix the evaluations of rural carrier to allow for delivery of the packages.

    Apr 10, 2019
  • anon

    Good job Michelle...well said..I don't know how you were able to condense your explanation so that customers could unde4stand!.but kudos

    Apr 24, 2019
  • anon

    Put them on the right trucks LOL would be a big help and stop throw mail away.

    Apr 09, 2019
  • anon

    "Require Phone or Email" on any parcel sent. When the consumer gets the message they need to confirm they will be available. I realize some will complain but if someone says they "do not have an e-mail or a phone number" it must be picked up at a depot within X amount of time. No exceptions.

    Apr 09, 2019
  • anon

    I have been a box holder at Clovis CA Post office for over 20 years... Why is there an underlying finished fence and waist high weeds year after year... There is absolutely no reason to not at least have artificial grass, rocks, maybe a piece of art....etc... that post office is in the heart of down town and always has more cars than spaces... please get the postmaster some help! I personally spend 500.00 plus dollars every month with USPS and think that a clean presentation is long overdue. Kind regards, Jeff Allen

    Apr 09, 2019
  • anon

    To eliminate misdeliveries make the address font the largest visual print on the package.

    Apr 08, 2019
  • anon

    I suggest that companies using USPS delivery services be required to provide an option on their order forms for customer-preferred times and dates of delivery and include the delivery preference information on the mailing label. I am a USPS Mail Carrier, and the cost of returning a package to the office for re-delivery, time spent in writing out notices for missed deliveries, and time to again resort and unload and load packages back and forth is costly and wasteful time and energy. USPS should also consider updating labeling requirements standards for increased efficiency (i.e. type and size of print and color of ink, and require waterproof ink on parcels and mail).

    Apr 08, 2019
  • anon

    Rural carriers are allotted 10 seconds (during mail count) to put a parcel in the mailbox. They are not given any more time than the 10 seconds to drive up to house, dismount (including curbing wheels, putting in park, setting brake, turning off motor, and taking the key) go to the door, fight the dog, wait for the customer, leave the parcel, return to vehicle, remount (buckle up, start motor, release brake, etc.), and drive back to the mailbox. Rural carriers are paid evaluated time so the incentive is to get done early to make more per hour. New carriers or carriers on overburdened routes are stressed out by management to return to meet the dispatch truck so they have to make shortcuts including not getting parcels delivered to houses and just leaving a notice in the mailbox so they can get back to the office. In some offices, start time 7 AM and dispatch 4:30 PM with 30 mins allowed for lunch/breaks only allows 9 hours for delivery and some routes are evaluated over 9 hours. In these cases the mail needs to get sorted by clerks earlier to allow an earlier start time or dispatch trucks need a later dispatch time, as well as allowing more time per parcel for rural carriers to deliver properly. It takes about 2 to 3 minutes to drive up to 1/2 mile to house and deliver the parcel and return the mailbox, if rural carriers evaluated times allowed for this extra time for about 20 to 50 oversize parcels (1 to 2.5 hours) everyday then the carriers would be able to do their job so much better. Over the last several years, the Service of the United States Postal Service has deteriorated rapidly. Management is more interested in speed than accuracy until they get the phone calls. Demanding that carriers work faster causes errors in delivery. Remove the stress of unreasonable time frames and allow the carrier the time needed to do their job properly.

    Apr 07, 2019
  • anon

    USPS can save time and packages been brought back caused they require signatures some are been brought back caused of new and lazy employees who young then the old head just refused to get out and walk the package to the door and that just doubled paying an employee to redeliver that package twice I resale online most companies are set up thru ups and FedEx that have a track when I have a return from my online site its already setup to let me know that this package is leaving the warehouse in California and be arrived in Memphis on Monday so as a customers I know I am going to be home FedEx and ups have drop off location the lockbox which makes keys they are one of ups drop off so as a customers you can go in and change your delivered services and have your packages drop off and sign and you pick it up which saves ups and FedEx more time and labor but its comes with a tracking system and the USPS have more problems caused carrier's are scanning parcels delivered and they are not on this note because these companies have drop off sites you can guarantee when I go the lock box my packages is there wait on me its save labeled and time for those company who make the customers happy we as the USPS got to gain our trusted back with our customers so many customers have been hurt by failures to deliver the packages to their door if you count how many millions of people who brought a ring bell door bell with a camera caused they know these carrier's are not walk up to the door to deliver these packages and the sad parts is when the customers come up to the post office and the clerk cant find the packages you be amazed of how many new employee's return a good packages back that good for delivery just like the wire basket mgr at holiday city station been informed that these new carrier are throw first class mail in the bulk rate trash containers no one as a mgr is taking the time out to check this I watch a new employee take mail out of her dps and threw it on the apc there is a place for dps error USPS have so many people but no time to track mail and no time to keep up with mail been returned back caused someone as a carrier's who RIP and running didn't have time to deliver we loose more customers to Internet caused we are a mail unit who just not really doing they job we loose a lot of delicate employees who cares about the services of the company and value of our sales 2019 is a year that only thing that's mgrs wants is that carrier's RIP and run delivered what you can and waste the other mail I used my route example if I got over 4 000 stop truck full of mail and as a carrier's I go out there and make sure all my business is delivered and all my residential customers deliver and when I returned I have one hold mail that came out of my dps and three letters caused the mail box done been not down on the case over 4,000 stop been delivered and all I walk back in were one hold and one box down I just made my company look good and great customers services delivered and here come a new hired back in with a whole tray of mail it's out of order they claim which just delaying mail for our customers and made the company look bad wow to me its call delaying the mail and doubled duty only things the city of memphis got going is that Management team cut four route at a time double work on the carrier which they going to bring the mail back or just make it plan caused that carrier's been harassment they probably just throw the mail away caused they not giving time to deliver which caused the USPS to loose more customers to the Internet all I can say I been a blog employees ever since the oig team started this program we working try to save our company mgr working try to close the door that 2019 if a team take a stand since the pass three week mgr done cuts so many route in this city just watch and see how many people's reports finding mail been thrown away oig team is very sad no matter we try to proposety to make money for our company but we steadily loose caused mgr are the only one with the voice not the employees if our president looking for a broader memphis tn is it

    Apr 07, 2019
  • anon

    My suggestion is that the mail carrier actually try to deliver packages, rather than leaving a card saying delivery was attempted when it truly was not attempted at all.

    Apr 06, 2019
  • anon

    I completely agree with you. I watched my mail carrier place the mail in our boxes and drive away. I went straight to my box after she left because I was waiting on a important package. It wasn't delivered. No key and no notice received. Then I got a text that she left a notice because there wasn't an authorized representative to sign for the package. I was literally right there! I am "blessed" with a contractor for a carrier. That means when I am really anticipating or needing a package it won't be delivered when it is supposed to or at all.

    Apr 16, 2019
  • anon

    I have a package right now that shows it arrived in Capitol Heights MD & a little over an hour later it had arrived in Greensboro NC. HOW did this happen??? AND if it did, WHY would it go to NC if it was already in MD?????? Would love an answer!!!!!

    Apr 06, 2019
  • anon

    The Maryland distribution centers constantly do that. I've had mail arrive in MD, where I live, and the the next scan is some random state and then all of a sudden it will be back in MD. And I've noticed the informed delivery, has stopped with notifying you about tracking. Most don't even show in my dashboard. I used to get a notification for anything being delivered to my address and every scan for it. Now I just get the notifications that "delivery attempted no authorized recipient/notice left" and I'll be outside at the time it was "attempted" and nothing. They dont even leave a notice. I went to my post office about an above scenario, they couldnt even find the package. Scheduled it for redelivery, saw the mail lady today, she said she had no packages for me. (The best is when it doesn't even need an authorized recipient, it's just like every other Amazon delivery I get) I've had soo many packages returned to sender because they either can never find my package at the post office which takes hours of waiting. And multiple trips. And or they never follow through with the rescheduled delivery.

    Apr 22, 2019
  • anon

    Try delivering to the correct person

    Apr 05, 2019
  • anon

    Perhaps the post office should concentrate on the packages that will fit in mailboxes and leave the big stuff to the parcel companies

    Apr 05, 2019
  • anon

    Unfortunately FedEx and UPS are both pulling up to our back dock every morning to drop pallets of large parcels for our carriers to deliver each day. We have become a large parcel delivery company in addition to the normal load of mail and small parcels. I welcome anyone to apply for the job of RCA and see what is involved in getting your mail in the box each day...there is a reason we can’t acquire and keep new employees! 31 yrs as a rural carrier and I’ve seen it all. My customers get their mail and parcels delivered to the best of my ability every day. It’s nice when customers do their part and put #s on their box and home and actually have a place to leave a parcel. Fenced yards, dogs, locked gates, no doorbells, sand roads my LLV can’t get down are just a few of the solvable issues...the worse are folks who will not put up a mailbox and yet want their mail and parcels delivered somehow to a P.O. Box I don’t know. I get paid based on the homes I deliver to, not the other 850 homes I pass each day who have another delivery option. As always, there are good and employees and sorry ones as well, it’s the good one that keep America connected through the USPS every day.

    Apr 24, 2019
  • anon

    I've personally have had 5 packages to be lost within the last month! That's just plain ridiculous. Y'all have got to fix this issue. I have a package that what supposed to be here 2 weeks ago and still no update except "ariving late"

    Apr 03, 2019
  • anon

    I believe the USPS needs to seriously restructure the way the mail plants handle and process the mail and packages that come through each and every day. I have seen far too many times mail being miss-delivered and sent to the wrong offices or express mail arriving late for the 12 pm dead line. Customers pay a premium for packages to arrive at a destination for a specific day. We include tracking so the customer can follow their package to see when it gets delivered or is expected. Far too many times packages are falsely scanned as attempted or closed when they haven't even been attempted. management can not supply a satisfactory answer for customers when they call about their mail. This then leaves the customer with a big question on weather or not the USPS knows or cares for the job or for the customer as well.

    Apr 03, 2019
  • anon

    I think if the post office had their web design more like UPS that notifies a customer of the packages coming as well as if it requires a signature it would allow the customer to electronically sign for it online before it arrives at their door. UPS also gives the option to have future packages that require Signatures left by the delivery person at a specified location at the house. This would allow packagesbto be delivered on the first attempt. Also the customer should be able to say if they want it left with a neighbor that may be home and notify the neighbor in advance.

    Apr 03, 2019
  • anon

    The signature requirement is a service purchased by the sender. It can't be waived by the recipient. The sender is the "customer" not the recipient.

    Apr 05, 2019
  • anon

    My package took 14 hours from Kentucky to Omaha and was in Omaha for three days. Priority mail.

    Apr 02, 2019
  • anon

    As mentioned, the best thing that could be done is Mandate Large mailboxes, that can accommodate all the packages. How in the world can the older traditional size boxes still be available and have "Approved by the Postmaster General" stamped on them?? Give everyone with an existing curb line box a letter telling them they MUST change by 6/1/2020. That's plenty of notice. USPS should run a national campaign. This would save a ton of labor costs.

    Apr 02, 2019
  • anon

    Maybe those of us on a fixed income can't afford a new mailbox!!!!

    Apr 06, 2019
  • anon

    I suggest the post office get a better routing system for packages/letters especially when going within New York State from Dutchess County to Queens NY letters should not be late, or lost. but delivered to the correct address especially when they are sent certified mail.

    Apr 02, 2019
  • anon

    Better faster delivery used to be had when at the post office of origination packages,letters were correctly sorted and sent either to a near by processing center or the correct post office for delivery. Friend has been having issues with letters from Fishkill NY going to Queens NY either not getting delivered to a business during business hours and just being held at the post office no redelivery attempts..or letter going from Fishkill, to ALbany to Brooklyn to Queens NY why so much routing when letter should easily go from Fishkill to Queens NY address...Also how does a letter going to PA wind up in Bethesda MD... the multiple routing and no one reading the address on the letters any more....quality control...for routing..is missing from USPS

    Apr 02, 2019
  • anon

    I have video surveillance showing the driver leaving notice on the door without ever knocking. Maybe, train you drivers to be honest and diligent in their duties and KNOCK on the door to give the person expecting the package an opportunity to answer the door!

    Apr 02, 2019
  • anon

    Stop supervisors from telling carriers to falsify delivery attempts and themselves scanning delivered while in fact they are in the office!

    Apr 02, 2019
  • anon

    The best way to make it through on the first attempt is to knock on the door, instead of putting a notice in the mailbox that says "delivery attempted" when all parties concerned know that's not true. Start administering lie detector tests to your carriers. Start administering IQ tests and move the low hanging fruit to less demanding jobs.

    Apr 02, 2019
  • anon

    Postal carrier does the same here. Even when I’m heading toward the mailbox to get my package. He speeds off leaving a note saying package couldn’t be delivered. Call post office immediately and told he left it there stating he didn’t know where to deliver it. Let’s see I’m at the box that it’s addressed to. Hmmm.....

    Apr 16, 2019
  • anon

    Long ago our SOP changed to leave a notice only if the customer bought a premium service requiring a signature. Station managers sent pieces back out using penalty (double time) overtime rates if a carrier brought it back when they determined there was no safe place to leave things unattended. We get service messages saying how carriers are being disciplined for bringing pieces back because no entry to a building could be made. And after all that with just the signature requiring pieces coming back we run out of floor space in the stations since the postal service was not designed to handle the volume of parcels we are trying to deliver with the market ads that our system is optimized to handle. To improve, we must enforce our weight and size standards. If something is too large to fit our standard LLV we have not gained revenue, we have lost it all in operating cost trying to find something to deliver a liability in. If something is too heavy because it fit and shipped no amount of jaw action from a postal supervisor will make a carrier strong enough to actual pick up something by himself that the manufacturer using a forklift for and prints that a team is needed to lift it to protect their own warehouse workers Apartment owners and managers which refuse to give us lock boxes or allow our key into the entry system receive no service, since they don't seem to want it. Until they do want something that is.

    Apr 02, 2019
  • anon

    I suggested that the post ofc deliver packages by ZIP CODE. I WEAR GLASSES and probably won't pass your CAPTCHA store front or car visual test I probably need magnification.

    Apr 02, 2019

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