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.

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Comments (5)

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  • anon

    We live at Altamira condos at 127th & Pflumm. We get mail that is not ours. We give the correct mail to our neighbors. Some days no mail is delivered and outgoing mail is sometimes not picked up for 2-3 days. It has gotten worse the last 2 years. Maybe it is because in that time 240 apartments were built down the street. Last year we did not receive one magazine and last month we did not receive another. Some of our magazines are now late, like a July issue. We frequently get our mail at 7:30 PM. Please help.

    Aug 03, 2021
  • anon

    I put a hold mail from May 1st to May 15th. They said it would be delivered on the 15th but it wasn't. Went to the Post Office to pick it up but was told they have no record of a hold mail request. I have not received any of my mail for those dates .

    May 17, 2021
  • anon

    I am not receiving any of my check I file a complaint at my local post office with the proper officials and not my mail is just disappearing and being sent back on purpose

    May 15, 2021
  • anon

    The Post Office truck going back hit my car in my parking was on 04/28/2021 police did Report post office Superviser told they going to contac me but nothing today is 05/12/2021 my car have severe damage and not body ask the phone please I need help

    May 10, 2021
  • anon

    Not receiving several pieces of mail that was scheduled to be delivered according to your app including a payment from the IRS I have checked the box that states did not receive and have not received a response many times I receive the neighbors mail and they mine and we deliver it accordingly I’m concerned the new neighbors may not do the same however our mail should be delivered correctly and many times this is not the case this must cease.

    May 07, 2021