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.