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Audit Reports

May
05
2021
Report Number:
21-121-R21
Report Type:
Audit Reports
Category: Delivery / Mail Processing, Service Performance

Mail Delivery and Customer Service Issues – Olathe East Branch, Olathe, KS

Background

The Olathe, KS, East Branch is in the Mid-America District of the Central Area. The delivery unit has 12 city routes, which are delivered by 13 full-time carriers and one city carrier assistant. The delivery unit also has 26 rural routes, which are delivered by 22 rural carriers and 17 rural carrier assistants (RCA). The Olathe East Branch has ten clerks including nine full-time employees and one postal support employee.

We selected the Olathe East Branch for review based on the number of customer inquiries the unit received. Specifically, there were 1,421 inquiries recorded in the Customer 360 (C360) system from November 2020 through January 2021. Most of the inquiries (1,276, or 89.8 percent) were related to package tracking and delivery.

Our objective was to evaluate select mail delivery and customer service operations and determine whether internal controls were effective at the Olathe East Branch.

Report Recommendations

# Recommendation Status Value Initial Management Response USPS Proposed Resolution OIG Response Final Resolution
1

Instruct Olathe East Branch Management to develop an action plan to ensure rural carriers do not leave to deliver their routes until all committed mail has been distributed, and to ensure management verifies the delivery unit is clear of committed mail daily.

 Closed $0 Agree
2

Instruct Olathe East Branch Management to develop a plan to monitor and ensure all delayed mail is reported daily in the Customer Service Daily Reporting System.

 Closed $0 Agree
3

Instruct Olathe East Branch Management to ensure that employees follow standard operating procedures for scanning, periodically review and monitor scan data for compliance, and provide personnel with refresher training on package scanning and handling procedures.

 Closed $0 Agree
4

Instruct Olathe East Branch Management to review truck/trailer arrival scanning performance daily for compliance and follow up for correction as necessary.

 Closed $0 Agree
5

Instruct Olathe East Branch Management to ensure that the P.M. Verification of Activity Checklist is being completed accurately each night, including making sure vehicles are locked and secured.

 Closed $0 Agree