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Audit Reports

Apr
28
2021
Report Number:
21-122-R21
Report Type:
Audit Reports
Category: Delivery / Mail Processing, Service Performance

Mail Delivery and Customer Service Operations – Castle Rock Main Post Office, Castle Rock, CO

Background

The Castle Rock Main Post Office (MPO) is in the Colorado/Wyoming District of the WestPac 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 Castle Rock MPO.

The unit has 33 city routes which are delivered by 46 city carriers. The unit also has 20 Contract Delivery Service (CDS) routes which are delivered by CDS route contract owners and their substitute employees. We chose the Castle Rock MPO 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 Castle Rock MPO, Castle Rock, CO.

We found delayed mail, inaccurate reporting of delayed mail, and improper scanning of packages.

Report Recommendations

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

Instruct the Postmaster, Castle Rock, to follow procedures for identifying and properly separating 3M mail returned from routes.

 Closed $0 Agree
2

Instruct the Postmaster, Castle Rock, to follow procedures for applying color code tags to incoming mail as required.

 Closed $0 Agree
3

Instruct the Postmaster, Castle Rock, to follow procedures for identifying and reporting delayed mail returned from the routes.

 Closed $0 Agree
4

Instruct the Postmaster, Castle Rock, 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
5

Ensure that all Contract Delivery Service (CDS) employees obtain an employee badge prior to working on a CDS route.

 Closed $0 Agree
6

Instruct the Postmaster, Castle Rock, to ensure all delivery vehicles are assigned a Voyager Fleet card, and follow procedures to ensure Voyager Fleet cards are safeguarded and properly managed.

 Closed $0 Agree
7

Instruct the Postmaster, Castle Rock, to review truck/trailer arrival scanning performance daily for compliance and follow up with correction as necessary.

 Closed $0 Agree