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Audit Reports

May
25
2021
Report Number:
21-134-R21
Report Type:
Audit Reports
Category: Customer Service, Service Performance

Mail Delivery and Customer Service Operations – East Stroudsburg Post Office, East Stroudsburg, PA

Background

This report presents the results of our self-initiated audit of Mail Delivery and Customer Service Operations at the East Stroudsburg Post Office, in East Stroudsburg, PA. The East Stroudsburg Post Office is in the Delaware-Pennsylvania 2 District of the Atlantic 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 East Stroudsburg Post Office.

The delivery unit has seven city routes which are delivered by seven full-time carriers and one city carrier assistant. The delivery unit also has 20 rural routes which are delivered by 18 rural carriers, 11 rural carrier associates, and two assistant rural carriers. The East Stroudsburg Post Office has seven clerks including six full-time and one postal support employee. We selected the East Stroudsburg Post Office for review based on the 2,474 customer inquiries the unit received related to package tracking and mail delivery delays from December 2020 through February 2021.

Report Recommendations

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

Direct the Postmaster, East Stroudsburg, to develop a plan to ensure that unit supervisors receive training and follow standard operating procedures for processing collection mail that does not meet the unit's final dispatch.

 Closed $0 Agree
2

Direct the Postmaster, East Stroudsburg, to develop a plan to ensure employees follow standard operating procedures for scanning, monitor scan data for compliance, and provide personnel with refresher training on package scanning and handling procedures.

 Closed $0 Agree
3

Delaware-Pennsylvania 2 District, direct the Postmaster, East Stroudsburg, to develop a plan to ensure employees follow standard operating procedures for delivering packages outside the established line of travel.

 Closed $0 Agree
4

Direct the Postmaster, East Stroudsburg, PA, to develop a plan to ensure that managers at East Stroudsburg Post Office properly manage and safeguard stamp stock, arrow lock keys, and Voyager fleet cards, and follow the PM Verification of Activity Checklist.

 Closed $0 Agree
5

Direct the Postmaster, East Stroudsburg, PA, to ensure all damaged ceiling tiles at the unit are replaced.

 Closed $0 Agree