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!

Comments (7)

  • anon

    I live up north in ME, I been down the New Hampshire in the past and its a very different place and hard to navigate most of the time, nice back roads for scenery I will say but goes off the mountain very quickly and GPS is totally offline. I haven't received any informed or packaging requests for awhile now. Any suggestions for this wood be helpful and would help me with having to make so many different backroad trips that end up being like a soft inquiry on my credit report

    Apr 23, 2021
  • anon

    I arrived home on March 31st and found a USPS delivery van parked on my front lawn with the hazard lights on. There was a 1 lb package left on my front porch but the delivery person had fled the scene. There was no note left or explanation why the van was parked in the yard. After 30 minutes, the driver returned, giggling, with a couple other employees. She indicated that she slipped on the concrete pad but then never explained why the entire van was now stuck in the yard. The co workers emptied the van, laughing, asking if she had more packages to deliver. They provided Broadview branch manager and Area manager contact information and then left saying a tow truck would return later to remove the van. After waiting an hour the police were contacted to document the abandoned vehicle in my yard and the serious damage to my lawn. 4.5 hours later the tow truck but by this time it was dark. They extracted the vehicle but not before cracking multiple sections of concrete in the driveway. The tow company left no note or report of the damage. It was discovered the next morning with the morning light. The next 3 days have been spent trying to contact anyone at USPS about the damage. All the contact info provided by USPS employees on the scene was either wrong or general info phone numbers that no one ever answered. No follow up, no concern. I have reached out to regional and national assistance #’s, tort offices. Nothing. Who do you contact when the entire USPS contact system is a scheme to wear you down waiting on someone to assist. Why did the driver enter my driveway when it is only 30 steps to my front porch. Why did she drive into the yard.

    Apr 03, 2021
  • anon

    What is the postal regulation for delivering a box that won't fit in a mail box? Clerk discretion of where they want to deliver it? Could you send me a copy of the regulation on approved delivery locations.

    Mar 22, 2021
  • anon

    Where is my mail

    Feb 23, 2021
  • anon

    I live within Newport city limits and had a run-in with a 204 B working out of the Newport PO one day. My girlfriend who is a city carrier and I had a small snack break one afternoon and this gentleman from the PO came to track her down and screamed in both of our faces. I gave multiple complaints about this including to the OIG and I’ve heard absolutely nothing back in return.

    Feb 23, 2021
  • anon

    It is a shame that the population must complain to their legislative representatives in order for positive action to occur within the USPS. I quote my own Postmaster: "We are a top-down organization. There is no way for me to escalate your concerns to my bosses."

    Feb 01, 2021
  • anon

    I want to help

    Feb 01, 2021

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