Data Usage in Retail Operations
BACKGROUND:
The U.S. Postal Service has retail systems and reports that contain critical data it uses to maximize resources, increase operational efficiency, and improve service. The Retail Data Mart is the primary system used to manage customer service operations and is accessed through the Enterprise Data Warehouse, which is a repository for managing the Postal Service’s data assets. This system provides access to retail transactions and other critical business information.
Our objective was to assess the Postal Service's use of data to manage customer service operations.
WHAT THE OIG FOUND:
We found retail operations have a substantial amount of information to manage its operations, including 11 systems/models, 250 reports generated from these systems, and hundreds of data elements that reside in these systems. We also found some managers did not know how to use these tools and data to manage operations. For example, while the Retail Data Mart was intended as the primary retail system, 94 percent of authorized users did not access the system from April through July 2012. Further, 10 prior OIG and Government Accountability Office reports describe numerous data usage, availability, and accuracy issues involving retail operations. These conditions occurred because Postal Service officials had not developed and implemented a strategy to identify key retail data, systems, and reports for managers in customer service operations. Furthermore, some managers did not receive training, or found training to be ineffective, and experienced difficulty in locating Retail Data Mart reports. In addition, some managers accessed and used other retail systems and reports that they indicated were more user friendly and provided the same information.
It is important that managers have pertinent data, systems, and reports to manage operations and make informed and timely decisions.
WHAT THE OIG RECOMMENDED:
We recommended the vice president, Delivery and Post Office Operations, identify data, systems, and reports that meet the needs of managers in customer service operations and provide training to managers on accessing and using reports.