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Audit Reports

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Feb
01
2021
Report Number:
20-296-R21
Report Type:
Audit Reports
Category: Customer Service, Delivery / Mail Processing, Service Performance

Mail Delivery and Customer Service Issues — Select Chicago Stations, Chicago, IL

Background

In August 2020, U.S. Representative Bobby Rush, 1st Congressional District of Illinois, requested that we conduct an investigation after he received over 600 complaints regarding inadequate mail delivery for customers serviced by four stations in the Chicago District. The Postal Service stations included Auburn Park, Henry McGee, Ashburn, and James E. Worsham. Congressman Rush stated that constituents reported they had not received their mail for up to four weeks and received unsatisfactory service at the retail counter.

We obtained and analyzed Postal Service customer inquiry data for the period May through July of fiscal year (FY) 2020 and found these locations had numerous inquiries related to mail delivery service and letter carriers. Specifically, the Henry McGee Station had 5,317 customer inquiries related to package tracking, non-receipt of mail, and letter carrier complaints. The Auburn Park Station had 2,710 inquiries, the James E. Worsham Station had 1,958 inquiries, and the Ashburn Station had 997 inquiries.

Our objective was to evaluate mail delivery and customer service issues at the Auburn Park, Henry McGee, Ashburn, and James E. Worsham Stations.

Report Recommendations

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

The District Manager, Chicago, instruct the Postmaster, Chicago, to ensure managers at the Ashburn, Auburn Park, Henry McGee, and James E. Worsham Stations complete the removal process for city carrier assistants not reporting for duty as identified by the district.

Closed $0 Agree
2

The District Manager, Chicago, instruct the Postmaster, Chicago, to direct managers at Ashburn, Auburn Park, Henry McGee, and James E. Worsham Stations to prioritize reporting delayed mail and undelivered routes and other delivery metrics.

Closed $0 Agree
3

The District Manager, Chicago, direct the Postmaster, Chicago, to instruct Customer Service Operations Managers to monitor and ensure compliance with package scanning and handling procedures at the Ashburn, Auburn Park, Henry McGee, and James E. Worsham Stations.

Closed $0 Agree
4

Instruct the Postmaster, Chicago, to ensure managers at Ashburn, Auburn Park, Henry McGee, and James E. Worsham Stations follow the daily PM Verification of Activity Checklist and properly manage and safeguard Postal Service assets.

Closed $0 Agree