Background

Gracie Station is in the New York District of the Northeast Area. The Gracie Station has 90 delivery routes with 143 city carriers (127 full-time regular carriers and 16 city carrier assistants) and 26 clerks (24 full-time regular clerks and 2 Postal Support Employees). Eighty-eight of 90 routes are foot routes — routes delivered by city carriers on foot.

We selected Gracie Station based on our analysis of stop-the-clock (STC) scan data from the Product Tracking and Reporting (PTR) system. Specifically, we used geolocation data to identify packages with STC scans with a scan event of “Delivered” that occurred at the delivery unit property instead of the intended delivery address. The unit had 10,421 scans of “Delivered” at the delivery unit in fiscal year (FY) 2019, Quarter (Q) 3.

During FY 2019, Q3, the station had 466 Enterprise Customer Care (eCC) cases, about 92 percent of which were about “Where Is My Package” and “Where Is My Mail.”

Our objective was to evaluate the package delivery scanning process on select routes at Gracie Station

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