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Audit Reports

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Jan
19
2021
Report Number:
21-009-R21
Report Type:
Audit Reports
Category: Customer Service, Delivery / Mail Processing, Service Performance

Mail Delivery and Customer Service Operations – Avent Ferry Station, Raleigh, NC

Background

The Avent Ferry Station is in the Greensboro District of the Southern Area. The delivery unit has 58 city routes and 17 rural routes delivered by 78 city carriers and 27 rural carriers. We chose the Avent Ferry Station based on the number of stop-the-clock (STC) scans occurring at the delivery unit. Our objective was to evaluate select mail delivery and customer service operations and determine whether internal controls were effective at the Avent Ferry Station.

We found mail delayed for multiple reasons. We also found Avent Ferry Station management did not ensure that all delayed mail was accurately reported in the Customer Services Daily Reporting System.

Report Recommendations

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

Instruct the Postmaster, Raleigh, to develop an action plan to fill vacancies at the Avent Ferry Station and assign additional carriers as necessary to the station until vacancies can be filled.

Closed $0 Agree
2

Instruct the Postmaster, Raleigh, to conduct all requested route inspections at the Avent Ferry Station as soon as practical.

Closed $0 Agree
3

Coordinate with the Manager, Raleigh Processing & Distribution Center, to ensure mail arrives at the Avent Ferry Station according to the agreed schedule.

Closed $0 Agree
4

We recommend the Manager, Greensboro District, instruct the Postmaster, Raleigh, to direct the station manager at the Avent Ferry Station to prioritize reporting delayed mail in the Customer Service Daily Reporting System.

Closed $0 Agree
5

We recommend the Manager, Greensboro District, instruct the Postmaster, Raleigh, 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
6

We recommend the Manager, Greensboro District, instruct Avent Ferry Station Management to follow procedures to ensure delivery vehicles are locked at the end of each day.

Closed $0 Agree
7

We recommend the Manager, Greensboro District, instruct the Postmaster, Raleigh, to ensure COVID-19 related protocols, including wearing face coverings, providing cleaning supplies, and daily facility cleaning occurs at the Avent Ferry Station.

Closed $0 Agree