The U.S. Postal Service’s Customer Service and Delivery Operations units are the heartbeat of the entire operation. More than 400,000 employees process, sort, and deliver 140 billion letters and flats and 6.4 billion packages annually, relying on technology, such as handheld scanners, to assist.

The changing mail mix (more packages and less lettermail) and the growing use of worksharing – in which commercial mailers sort and enter mail closer to the destination – have affected Customer Service and Delivery Operations. Our recent audit report found staffing and position challenges impacted the units’ ability to efficiently sort, distribute, and deliver mail, and added to costs by relying on increased overtime. We also noted Customer Service Operations did not always track or receive alerts of late mail arrivals from mail processing facilities.

Our infographic below shows mail flow from plant to delivery, which illustrates the importance of accurate staffing and reliable scanning technology to ensure Customer Service and Delivery Operations are efficient.

Comments (8)

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  • anon

    Drop Shipments from external Mailer also come into the Plant, on the docks.

    Feb 13, 2020
  • anon

    Cute graphic...you missed a number of other flows....Go ask a carrier to critique your graph... You forgot to put in the stoppages caused by plants not following IOP's and clerks being pulled from delivery sorting to get mail up in post office (again...because mail is LATE)..Then show carriers getting out late..show a mail vehicle careening around corners to get back to dispatch...

    Feb 07, 2020
  • anon

    To many light duty handicapped people everywhere they all hurt been hurt for years and don't do the whole route never going to get better why are you still here...

    Feb 06, 2020
  • anon

    Not only is understaffing a major issue, but route organization and employee training could use some improvement. There are new carriers coming into the chronically understaffed offices with little guidance. I think holding management accountable for understaffing will help prevent carrier burn out and improve customer service. Consistency and clarity would make the workplace smoother, more productive, and more enjoyable. This chart doesn’t explain much, but I’m hoping for a resolution to this national problem.

    Jan 30, 2020
  • anon

    Why should our comments be reviewed?. What's fact is fact, don't hide the truth from the people.

    Jan 30, 2020
  • anon

    Maybe if the usps stops paying for transportation that is running empty on 53 foot trailers from point A to point B back and forth, they would save a pile of money!!!

    Jan 30, 2020
  • anon

    Great way to show the Sop

    Jan 28, 2020
  • anon

    Trash. Y’all so worried about saving money but have an abundance of supervisor who don’t know how to do their jobs, and countless staff members walking around with clipboards doing what?! Have fun trying to rebuild this out of date business. The product we sell will not keep doors open for long.

    Jan 28, 2020

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