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Audit Reports

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May
19
2020
Report Number:
20-189-R20
Report Type:
Audit Reports
Category: Customer Service, Service Performance

Mail Delivery and Customer Service Operations – New Orleans Central Carrier Station, New Orleans, LA

Background

This report presents the results of our self-initiated audit of mail delivery and customer service operations at the New Orleans Central Carrier Station in New Orleans, LA. The New Orleans Central Carrier Station is in the Louisiana District of the Southern Area. This audit was designed to provide U.S. Postal Service management with timely information on potential scanning and mail delivery risks at the New Orleans Central Carrier Station.

The delivery unit has a total of 81 city routes which are delivered by 98 full time city carriers and 31 city carrier assistants. The New Orleans Central Carrier Station also has 14 clerks. We chose this station based on our analysis of city carriers returning after 6:00 p.m. using data from the Enterprise Data Warehouse (EDW).

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 operational changes and/or service impacts 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, New Orleans Central Carrier Station, to periodically review and monitor delivery operations for delayed mail and ensure standard operating procedures are followed for reporting delayed mail.

Closed $0 Agree
2

Instruct the Postmaster, New Orleans Central Carrier Station, to 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
3

Instruct the Postmaster, New Orleans Central Carrier Station to develop a written action plan with specific steps to ensure all supervisors at the New Orleans Central Carrier Station are trained fully and understand all aspects of their positions in order to maximize carrier efficiency and improve carrier return times.

Closed $0 Disagree
4

Instruct the Postmaster, New Orleans Central Carrier Station, to follow procedures to ensure arrow lock keys and Voyager cards are safeguarded and properly managed, and report lost or missing assets as required and reiterate the policies and procedures to unit management and staff.

Closed $0 Agree
5

Instruct the Postmaster, New Orleans Central Carrier Station, to follow procedures to ensure delivery vehicles are safeguarded, locked, and free of mail at the end of the day and reiterate the policies and procedures to unit management and staff.

Closed $0 Agree