Mail Delivery and Customer Service Operations – Chatsworth Post Office, Chatsworth, CA
Background
The Chatsworth Post Office is in the Sierra Coastal District of the Pacific Area. The unit has 27 city routes delivered by 49 city carriers. We chose the Chatsworth Post Office based on the number of stop-the-clock (STC) scans occurring at the delivery unit.
Our objective was to review select mail delivery and customer service operations at the Chatsworth Post Office in Chatsworth, CA. We reviewed delivery metrics including the number of routes and carriers, mail arrival time, amount of reported delayed mail, package scanning, distribution up-time, and carriers’ return-to-office time. During our site visits on January 14-15, 2020, we reviewed unit safety and security procedures, mail conditions, and Voyager card and arrow lock key security procedures. We analyzed the scan status of mailpieces at the carrier cases and in the “Notice Left” area and interviewed unit management and employees.
We determined that employees were improperly scanning packages at the unit and not following package scanning and handling policies.