• Project Title:
  • First-Class Mail Service Performance Measurement - Northeast Area
  • Start Date:
  • Monday, August 14, 2017
  • Estimated Report Release Date:
  • February 2018

First-Class Mail on-time service performance scores have declined since the Postal Service began consolidating mail processing facilities in June 2012.

The Northeast Area, which spans from New York to Maine and includes Puerto Rico, had Fiscal Year 2017 on-time service performance scores of 92 percent for two-day First-Class Mail and 79 percent for three-to-five day First-Class Mail as of March 2017.  The on-time service performance targets were 96.5 percent and 95.25 percent, respectively. The Northeast Area scores were two and four percentage points lower, respectively, than the national averages.

Our audit will evaluate the Postal Service’s strategy to improve First-Class Mail on-time service performance scores in the Northeast Area.

We invite you to answer the following questions in the comment setion below:

  • What is your experience with First-Class Mail service in the Northeast Area? 
  • What actions could the Postal Service take to improve First-Class Mail service in the Northeast Area?
     

Comments (24)

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  • anon

    I live in downtown Manhattan and have used the Informaed Delivery service in order to keep track of missing mail which hasten a problem for quite some time. I only now know much much mail I am actually missing. Important pieces of mail like checks as well as mail from my credit card company has failed to arrive. I used First Class service regularly, mailing personal letters as well as business correspondence. It's become increasingly worrying and always a gamble to mail anything. I have contacted both my local post office as well as the usps email and no one has provided Any help or information of getting this sorted. It's very troubling and I feel as if there is no possible way the USPS can fix this if everyone I speak with tells me to contact someone else. Why have a help line at all? Or a comment page.

    Sep 16, 2017
  • anon

    I tried to come back to my comment and add an update, but I can not find my comment. Has it been deleted? My daughters mail was stopped for no reason for two weeks, at least they were never notified about why. After repeated callers to the post office and comments like " you shouldn't have done what you did", and that they couldn't pick up their mail at the post office (which is about 10 miles one way) with out reason to why, their mail was delivered today, again no explanation as to why it was held for two weeks. I'm wondering now, will they continue to deliver it or will they play more games with them???? Zip code 45044 I'm so glad I live in a neighboring city, our mail service is excellent!!!

    Sep 16, 2017
  • anon

    Mails are entrusted to usps to be delivered. People pay money for this service. Why are my mails lost or undelivered? Usps need to do better by treating every mail as an important entrusted package. I'm so unhappy with usps service this year of 2017.

    Sep 10, 2017
  • anon

    Mail carrier's are rude and lazy which delays mail delivery or harms the packages in order to take shortcuts like throwing them on to the porch or jamming them into mailboxes they don't fit in. Management does nothing.

    Sep 07, 2017
  • anon

    It used to be that mail within NH was delivered the next day. Now it takes two days. Also my mail carrier delivers my mail after 6 pm now, and it's not winter yet. Does not bode well considering the conditions here: am I supposed to be trying to keep my mailbox shoveled out at 9 pm during a blizzard so I can get my mail?

    Sep 06, 2017
  • anon

    I am leaving a comment here because I have no other recourse. I recently moved to Manhattan and the Manhattanville office covers my postal area. I have had several issues with the service there. The most important of these issues is the absence of mail delivery. A package from a vendor fulfilled through Amazon, originally scheduled for August 17th still has not arrived at my residence. This after a previous package was delivered so late and not at all on schedule with on-line tracking, the vendor Guilt.com had reimbursed my credit card. The status updates on the tracker is fantacy. There has been no attempt to deliver this package. During one complaint we asked the driver to drop the package anywhere in the lobby in case stairs are an issue. No package. Amazon had to finally give up and reimburse me for the current debacle. That is not fair; these companies are paying you for a service and then paying again for the broken promise. I have filed two regularcomplaints and one consumer affairs complaint. When I had a very pleasant representative from the usps on the line assisting me with filing the latter complsint, she ran into the oddity of New York not being an drop-down option for her to file a complaint. She gave me the number and I called myself. I was terribly underwhelmed by the person who took my complaint and treated me like an enemy combatant, coupled with her overall message of "dont hold your breath." I have found another strange occurance. When I submit a complaint to the Manhattanville office, I receive an automated response from a manager there, Mr. Okato A Cox. But I just recently noticed that whenever I email him using the address in the body of the message, it is returned to me undeliverable, the address being unrecognized by the USPS. I will add one more comment. PODS, UPS, DHL, Lasership, two freight delivery companies, and a host of food and grocery delivery, all of these businesses have successfully completed deliveries to me. "My" USPS has somehow been the outlier. And only in this area. I have never heard of such nonsense anywhere else that I've once lived. As I once emailed Mr. Cox, whom I am starting to believe doesn't exist, what if this was an information security situation coupled with bad press? Life saving medicine. A document with time-sensitive materials with someone's future in the balance? I hope to hear back from someone, but I'm not holding my breath. I am ceasing any and all use of the USPS point forward, and I'm sharing this frustratingly rediculus story to my friends, family, and colleagues in hopes they don't experience what I have experienced.

    Sep 06, 2017
  • anon

    Your post office in Valparaiso, Indiana 46383 is the worse I have ever seen for service. One person working one on the phone ten people ahead of me and six people behind me. What kind of business do you run ?? This office is a complete mess. I left because I was not waiting in line for an hour. I went to the post office in Wheeler Indiana which I had to drive another 15 miles round trip out of my way but it was better than standing in line for an hour. Somebody needs to do something about the waiting time. Get some help!!!!!!!!!!!!!!!!!!!

    Sep 05, 2017
  • anon

    It's pretty embarrassing when it takes 2 days to mail your next door neighbor a letter. This used to take only one day. Service is in the name of USPS, yet it doesn't seem to be a priority.

    Sep 04, 2017
  • anon

    There was delayed priority mail at the facility I work at Hanes Mall Post Office in Winston Salem NC 27103. I reported it to management and nothing was done. However, after the incident I was target by management because of the mail left in the building right after I reported it.

    Sep 04, 2017
  • anon

    I would suggest the task of securing the sale of first class mail would be a beneficial start then not allowing management to hold first class mail that should be delivered to the customer. Training those who are on delivery detail the right way is a must. I have witnessed this week a business not receive first class mail or even first class parcels even after they attempted to pick up at the office by managment. I have witnessed mail from the IRS to the same customer be sent back undeliverable by management. I don't believe it will work currently gaining their trust to do more business with us now? Also, priority parcels are being scanned but not delivered with excuses such as locked gate when a gate doesn't exist? Also a registered supposly delivered by someone not even on duty brings a lot o questions as well. Managment will not pursue the sales lead because they simply don't want more mail to content with but do want their numbers to show perfect when the job hasn't been done. We have a extronary problem with customer service it does seem unfortunately worse after the election a payback.

    Sep 02, 2017
  • anon

    I am an employee from the Mid-Hudson Plant in Newburgh, NY. I was present at the Public meeting which should have been an eye opener to the manager's from the Westchester District, It did not make business sense, and it was a site that was added at the last minute. The location of the facility and the cost of the lease $1 a year for over 90 years should have been enough, however management would not take it off the list. The Mid-Hudson facility was also a great back-up for Westchester and Albany where overflows exist. When the USPS reported that the only way they could provide services was to lower the service standards they should have stopped the consolidations of the 82 sites scheduled. The services have become dismal since sending mail to Albany and reflects badly on us workers. The Mid-Hudson mail gets sent to Syracuse, and sometimes to Springfield , MA when Albany can't handle our mail. Management has the ability to reverse these consolidations as per the PO-408 Handbook. It would be great to see the OIG consider recommending reversals of the plant consolidations that are audited where partial or full consolidation took place and where delayed mail is continuous.

    Aug 30, 2017
  • anon

    Thank you, Deborah, for your comment. Could you please provide to us more information regarding mail flow problems with Mid-Hudson and Albany First-Class Mail?

    Aug 31, 2017
  • anon

    Certainly, First-Class Mail service has declined since 2012. Is it staffing, number of facilities, improper planning, etc.? All most likely play into the answer. But any audit needs to be conducted by an experienced postal team that does not rely solely on analytics, or team members that are just great bean-counters. A review of some external factors should be included to determine if anything else contributes to the decline, such as, new infrastructure changes that hamper transportation, economic changes, etc. Facility closures are an easy target, but should be reviewed. Volume has declined and facilities are extremely expensive to keep open, just like anyone's home. However, a number of facility closures did occur in or about 2012- a solid audit would need to identify if any facility closure is truly tied to the decline in performance and the resulting logistical changes. Lastly, a look at employee retention since 2012 is a must. Are new employees leaving employment more so during the past five years that during the five year period before 2012? If so, what may be the root cause? All considerations must be examined for this type of analysis.

    Aug 30, 2017
  • anon

    Thank you for that comment, Mark. Do you have any additional, specific details regarding First-Class Mail service in the Northeast Area?

    Aug 31, 2017
  • anon

    Properly train incoming employees the right way. Don't expect someone to learn the whole process of mail: collection/processing/transportation/ and delivery when they are given one day of training. Stop relying on the "hard workers" to carry your whole team, they get a negative mindset. Also make sure all employees know the importance of mail dispatch times!

    Aug 29, 2017
  • anon

    Even the first class mail was not delivered to me which it was supposed to be delivered to myself ; by hand ... thank you

    Aug 29, 2017
  • anon

    It's not just the consolidation that's hurting first class! It's the continuing practice of abolishing clerk and mail handler jobs! ? Jobs essential to the processing, sorting, and timeliness of mail delivery!

    Aug 29, 2017
  • anon

    Thank you, Barbara. Another USPS OIG audit team is currently reviewing optimal staffing at Postal Service network processing facilities. An Audit Asks project page for that project will be posted to this site in the near future.

    Aug 31, 2017
  • anon

    1) Re-open the closed plants. 2) Stop curtailing mail because you don't want to pay people overtime to deliver it. 3) Re-open the closed plants. DUH. 4) Stop scheduling down 2-3 routes per day. Properly staff the offices and the plants that process it. Did I mention reopen the plants!

    Aug 29, 2017
  • anon

    First Class mail is working great! It has Posting date. I am talking about ordinary mail, which requires Posting date where time limit is there for reply. Every mail has a date but it posted on NOT that date but few days later. It has time limit for reply say within 10 days. As we receive late mail, we cannot comply with posting it within time limit given in it. For gathering documents to be attached to reply. I demand "EVERY LETTER must bear delivery date on stamp or on envelope as done in other countries such as India and Pakistan. One has to suffer Loss due to late Posting and Late delivery of the mail.

    Aug 29, 2017
  • anon

    I can give you several reasons for why mail is no longer on time from the lack of knowledge of the new systems such as SV which dictates placards and transportation of the mail . We have cut hours even when mail volume dictates we need people and we used to track the Lamm mail to find out transportation issues but that isn't followed either because the staff does not have the resources . We waste millions on inadequate transportation and do not look into how we can better use existing transportation to move mail efficiently and on time

    Aug 29, 2017
  • anon

    First class mail service has drastically decreased.

    Aug 29, 2017
  • anon

    There can be many choke points in processing the mail. First, examine whether trucks from areas with closed processing facilities arrive before cut off times for processing. Are daily mail counts accurate or are they missing mail? As an audit procedure, conduct your own daily mail counts to verify the reliability of the daily mail counts. Sometimes counts are done by the clerk craft, sometimes by management. Which best matches the results of your audit? Last, how much outgoing mail is processed, but misses cut off for dispatch? There are many 'creative' ways to hide this mail. i.e. dispatch to L & DC for further transportation, but the cut off time for dispatch from the L & DC has passed. I could go on, but this is enough for now.

    Aug 29, 2017
  • anon

    Thank you, Jack, for your comments. Please see USPS OIG audit report NO-AR-17-011, Delayed Mail Validation, within the Document Library, regarding the mail count issue.

    Aug 31, 2017

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