More packages and fewer letters to more addresses each year. That’s the daily drill for U.S. Postal Service city carriers and city carrier assistants (CCA), the non-career carriers who make up a growing segment of the workforce.

As we’ve noted in past blogs, customers are feeling negative effects of this changing mail mix. Complaints of late delivery or missed deliveries have increased in some areas.

Our latest audit report on delivery delays looked at select post offices in the Richmond District, where residents have complained of poor mail service. Our analysis of delivery performance indicators, including carriers returning after 7 p.m., overtime hours used, and customer complaints, identified 16 delivery units with poor performance.

We reviewed city delivery operations and customer service data in these 16 units and identified several issues, including:

  • None of the 16 units achieved their goal of distributing mail to carrier routes by 8:30 a.m., known as the Distribution-Up-Time (DUT), during September 2018. A late DUT means carriers start their routes later, which can affect delivery performance.
  • More than 18 percent of city carriers returned to their units after 7 p.m. and as late as 10 p.m. in fiscal year 2018, well short of the Postal Service’s goal of 95 percent of city letter carriers returning from street operations before 5 p.m., and 100 percent by 6:00 p.m.
  • None of the 16 units adequately addressed customer complaints logged in Enterprise Customer Care, the tool used to track customer complaints that cannot be handled immediately, such as “where is my package?”

Carriers returning from their routes after 6:00 p.m. remains a nationwide problem for the Postal Service. We have chronicled this in past audit reports and recommended that USPS improve mail flow within and between the processing centers, as well as develop a plan to review package data and make route adjustments as needed. In the Richmond report, we also recommended that supervisors utilize operational and reporting tools to monitor delivery operations. We also recommended that supervisors follow customer service policies and procedures to resolve customer complaints timely and to the customer’s satisfaction.

Comments (58)

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  • anon

    An international parcel was shipping via DHL in Frankfurt, Germany, to me in CA. It arrived a month ago at the ISC-NY. (That is JFK airport). All scans stopped after that. Nobody knows where it is, where it went, or more importantly, what the procedures are in this facility for tracking mail. With all the lost mail I read about in the USPS system, you would think that an effort would be made to address it. Even if 1% of mail were lost, that is likely 100,000 packages or far more. Where are they? On the floor, in a dumpster, in Atlanta being auctioned off? I have spoken with at least 15 USPS employees in the past 3 weeks. I get the same answer from all: "I don't know"...................... Is this anyway to run a business?

    Apr 30, 2019
  • anon

    What did customs say when you talked to them?

    May 01, 2019
  • anon

    Followup to my previous post - My package, magically, appeared at my local post office today, after 30 days of being 'lost in postal space'. I am thankful but note that the tracking jumped from ISC-NY, to my local PO today with no tracking in between. Not sure how this happens but again, I am happy and relieved but had to spend countless hours on the phone and filled out lots of missing mail forms........... I don't think all the worry and work had any affect on this delivery. Not knowing or having the PO also not knowing the status of this parcel was the headache.

    May 01, 2019
  • anon

    You took my 25.50 for next day delivery....now you tell me that the overnight letter is not out for delivery....maybe 2 days ! usps is truly lying thieving union scumbag dogturd filth !

    Apr 29, 2019
  • anon

    As usual when I see my item has been sent though the PONTIAC MI DISTRIBUTION CENTER, DAYS and DAYS and DAYS and DAYS go by and either I get it a month later or never. This time around my package has sat in Pontiac for a week and who knows if I will ever see it. The US Postal service is possibly the worst run government agency there is. Will you ever get your **** together, EVER?

    Apr 29, 2019
  • anon

    Same problem recieving packages from anywhere in California. I order a package from say...Florida, its recieved at the post office and bam..3 days later it shows up at my door in western Washington state. I'm tracking a package that was received at the Irvine California post office at 5:30pm Monday the 29th of April...its still there over 50 hours later waiting on 'approval'. Its showing an expected delivery of May 16th. Over 2 weeks to get from California to southwest Washington state???????? Why?

    May 03, 2019
  • anon

    As long as they are reducing staff and closing distribution centers the mail will continue to be stuck in the bottle neck it has created.

    May 01, 2019
  • anon

    But they then gave you your money back. So other then they fact that it was slowed down in the distribution bottle neck, you were out nothing. As for union management is not union. Management is who is closing distribution centers causing the bottle neck.

    May 01, 2019

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  • 3 days 21 hours ago
    My carrier delivered a package addressed to me to the wrong address and scanned it as if it were delivered to my house. I contacted the local post office and they began an investigation. After...
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