Mail Delivery and Customer Service Operations – Carrier Sections, Cleveland, OH
Background
The Carrier Sections is in the Ohio 1 District of the Central Area. This audit was designed to provide U.S. Postal Service management with timely information on potential scanning, mail delivery, and customer service operations risks at the Carrier Sections.
The delivery unit has 34 city routes delivered by 37 full-time carriers, one part-time carrier, and 11 city carrier assistants. The Carrier Sections has 16 clerks including 13 full-time and three postal support employees. We selected the Carrier Sections for review based on the number of customer inquiries the unit received. Specifically, there were 1,239 inquiries recorded in the Customer 360 (C360) system from December 2020 through February 2021. Most of the inquiries (1,086, or 87.65 percent) were related to package tracking and delivery. During our visit we determined that these inquiries were often related to packages that were still at the processing plant.
Our objective was to evaluate select mail delivery and customer service operations and determine whether internal controls were effective at the Carrier Sections, Cleveland, OH.