Objective

Our objective was to assess the effectiveness of the internal communication and implementation of Informed Delivery sign up at retail facilities. Informed Delivery is the U.S. Postal Service’s offering that allows customers to digitally preview their letter mail and package delivery via email notifications, online dashboard, or mobile application.

The Postal Service rolled out Informed Delivery nationwide in April 2017 and, in doing so, provided instructions to retail window employees on how to explain the new service and direct customers to sign up through the Postal Service’s Informed Delivery website.

Postal Service Headquarters staff from Corporate Communications and Delivery and Retail Operations managed the communication and distribution of information related to Informed Delivery sign up to Postal Service staff. Information was published in a variety of channels including the Postal Service’s internal Blue Pages, USPS Link, Retail Digest, and emails, and were also communicated through standup talks, videos, and teleconferences.

Postal Service field staff monitored implementation of the sign up changes as part of their overall oversight of Informed Delivery deployment, which included mandatory training with information on how to sign up customers.

Our fieldwork was completed before the President of the United States issued the national emergency declaration concerning the novel coronavirus disease outbreak on March 13, 2020. The results of this audit do not reflect operational changes or service impacts that may have occurred throughout the Postal Service’s operational network as a result of the pandemic.

Finding

The Postal Service’s communication and implementation of Informed Delivery sign up was effective across nearly all retail locations we tested. We noted window employees at 33 of 34 (97 percent) of the randomly selected retail units we visited correctly referred us to the Postal Service’s Informed Delivery website when asked about how to sign up for Informed Delivery. At one site where the employee incorrectly responded to our inquiry, local management took immediate corrective actions to reiterate the process for replying to customers asking how to sign up for Informed Delivery.

Postal Service managers and staff we spoke with at the headquarters, area, district, and local levels attributed these positive results to the quality of communication and implementation provided.

Recommendations

We made no recommendations in this report. We will continue to monitor communication and implementation of these and other key operational changes and may perform additional work in the future.

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Comments (23)

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  • anon

    I like your help please

    Apr 19, 2021
  • anon

    Notify all mail

    Feb 04, 2021
  • anon

    Informed Delivery Question: Can two people living at the same address each have their own informed delivery regarding mail to each of them (different last names) for that one same address?

    Jan 21, 2021
  • anon

    Hello yes I’m wondering where my packages I put in my tracking number but you guys seem to not know where it is please get back to me

    Jan 20, 2021
  • anon

    I been having a hard time with my mail anyway last Summer I had try to forward my personal mail to different address but I still have my mail delivery here all I want is my personal private mail delivery one place for know until it get back in my personal BOX,!!!!!! I tried to go on line for InFormed Delivery but the carrier She Still putting my mail in the office I don't know why by the Way Their No More Work Goin on Here Please Put My Mail Back in The box!!!!;!!!!

    Jan 19, 2021
  • anon

    I keep trying to install the app on my phone but when I go to retrieve the secure code you text me the app makes me log in all over again and won't bring me back to the page where I insert the code to complete the installation setup.

    Dec 31, 2020
  • anon

    I signed up for informed delivery and I was sent a verification code and submitted it and was approved but I am not receiving any emails to let me know that mail is coming but when I go to my mailbox there's mail in it I don't understand why

    Dec 05, 2020
  • anon

    I live in 80224 zip code. In my Informed Delivery emails and in my Dashboard there are no longer any images of the first class mail that I receive. What’s up with that?

    Oct 08, 2020
  • anon

    Interested in seeing how this service will help.

    Sep 30, 2020
  • anon

    Our informed delivery is not working and we are unable to log in. Zipcode 70571 Please help. As senior adults concerned about Covid we are really depending on this service. Thanks!

    Sep 10, 2020
  • anon

    There has been a problem with informed deliver the last few weeks. I will receive one picture only regardless of how many pieces of mail are delivered. I use this to gauge when to pick up mail from my po box. I received an email with a pic of on insurance bill, next day a pic of a sales ad. Third day an email with an image saying a mail piece was received that couldn't be photographed. A week goes by, I stop in and the box is jammed full of mail.

    Sep 09, 2020
  • anon

    Is Informed Delivery being discontinued? I have not received an email about my delivery in several days. Thank you

    Aug 21, 2020
  • anon

    I get an "informed delivery" picture but the mail never shows up. IG won't get involved unless there is something more than just lost mail and local Post Office can't do anything. What happens to the mail? Do you really think the USPS can be trusted with mail in ballots.

    Aug 19, 2020
  • anon

    I have been trying to get a update for in excess of two weeks. According to your “tracking” app it’s been in California since 24 th of July 2020 and hasn’t moved. Even the pony express moved quicker. Even with this pandemic this is ridiculous. I dearly love to hear an answer because your app or calling an office provide NOTHING! If you wonder why people have lost confidence in your company try providing a true service. And you expect to deliver “mail-in” voting ballots on time? I don’t think so!

    Aug 13, 2020
  • anon

    Inform Delivery is not working at all, the entire process and app. Packages that are suppose to be tracked are not listed, we dont know any status of these and sometime items appear delivered and is not on our mailboxes despite USPS claim it was delivered, days later they appear in the mailbox

    Aug 09, 2020
  • anon

    I live in zipcode 32256. Delivery of mail and packages has been a big issue on Gated Communities. Mail Carriers has missed tracking packaged that are supposed to be tracked. Mail letters and especially packages are constanrly missdelivered, or they are notified as delivered by USPS but it is not actually delivered but days later. I received a notification 3 days ago a package was left iin front door but it was not left in front of my apt (the addtess indicated in the package. Property Owner is assuming no liability on the packages through a Lease Addendum. The email notification that I received from USPS.com it only provides a confirmation code, no tracking and no details of item. Zipcode 32256 in my community every day there is a package missing. Mail carriers sometimes forgets to put the key in mailbox, for the Parcel Locker. Some packages are marked as delivered but not received and then days latee appeared on mailboxes.

    Aug 08, 2020
  • anon

    I'm having trouble signing up for informed delivery

    Aug 01, 2020
  • anon

    I receive informed delivery. I am missing mail from the federal government from last Tuesday . And this week from the state and my insurance company which I'm sure are my insurance cards. If it rains or there is a threat of rain there is no mail delivery. I've lost $250 dollars in one year. The USPS is losing money. May I suggest charge Bezos more. Myself and my neighbors would like our mail.

    Jul 29, 2020
  • anon

    Fairly useless now that delivery has slowed to a crawl or stopped altogether in some areas. Oh, customers still get the email, but in many cases it is entirely inaccurate now. Horrible customer service. Perhaps the I.G. should be assessing the PMGs new "business strategy" instead.

    Jul 27, 2020
  • anon

    This is to complicated

    Jul 25, 2020
  • anon

    sign me up

    Jul 24, 2020
  • anon

    Thank you

    Jul 24, 2020
  • anon

    sound good to me tell me more about it also. Sincerely Jose Kaufman,

    Jul 24, 2020