The question comes up now and then: how does the OIG decide what to audit? Audit ideas come from a variety of sources. Most are self-initiated, meaning OIG employees identify potential problems by either assessing the challenges facing the Postal Service or using data analytics to flag issues. Other audits are required annually by law, and last but certainly not least, there are the ones that result from requests by stakeholders or Members of Congress.
Our recent audit, Delivery and Customer Service Operations - New Hampshire, arose from a request by Senator Maggie Hassan (D-NH), who shared concerns with our office in 2020 regarding complaints at multiple U.S. Postal Service facilities in New Hampshire. After analyzing complaints between January and May of 2020, we selected 10 facilities in the state to visit.
We found that nine of the 10 units were experiencing mail delays. In addition, we observed undelivered mail at a number of the post offices during our visits. We found delays were due largely to insufficient staffing at the facilities, both in career and non-career positions. Many of the non-career positions, especially rural carriers, were particularly difficult to fill. Our report made two recommendations, which postal management agreed with.
If you live in New Hampshire, what’s been your experience with postal delivery and customer service? Let us know!