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Audit Reports

Apr
23
2020
Report Number:
20-188-R20
Report Type:
Audit Reports
Category: Delivery / Mail Processing, Service Performance

Mail Delivery and Customer Service Operations – Foothill Station, San Jose, CA

Background

The Foothill Station is in the Bay Valley District of the Pacific Area. The unit has 50 city routes delivered by 55 full-time city carriers and four part-time flexible (PTF) city carriers. We chose the Foothill Station based on our analysis of city carriers returning after 6:00 p.m. using data from the Enterprise Data Warehouse (EDW). Our objective was to review select mail delivery and customer service operations at the Foothill Station.

Our fieldwork was completed before the President of the United States issued the national emergency declaration concerning the novel coronavirus disease (COVID-19) outbreak on March 13, 2020. The results of this audit do not reflect process and/or operational changes that may have occurred at this facility as a result of the pandemic.

Report Recommendations

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

Instruct the Postmaster, Foothill Station, to develop an action plan to ensure all mail is being delivered in a timely manner and standard operating procedures are followed for reporting delayed mail.

 Closed $0 Agree
2

Conduct annual route inspections and update evaluations as needed at the Foothill Station. In addition, develop an action plan with additional strategies to reduce staffing variances.

 Closed $0 Agree
3

Ensure that employees follow standard operating procedures for scanning, periodically review and monitor scan data for compliance, and provide carriers with refresher training on package handling and scanning procedures.

 Closed $0 Agree
4

Instruct the Postmaster, Foothill Station, to follow procedures to ensure arrow lock keys, Voyager cards, and delivery vehicles are safeguarded and properly managed as required.

 Closed $0 Agree
5

Instruct the Postmaster, Foothill Station, to work with the VMF manager to deactivate the unit's missing Voyager card and order new cards for the three new vehicles assigned to the unit. In addition, ensure all Voyager cards assigned to Foothill Station have a corresponding vehicle that is also assigned to the unit.

 Closed $0 Agree