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Audit Reports

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Jul
22
2021
Report Number:
21-177-R21
Report Type:
Audit Reports
Category: Customer Service, Delivery / Mail Processing, Service Performance

Mail Delivery and Customer Service Operations – Newark Post Office, Newark, DE

Background

The Newark Post Office is in the Delaware-Pennsylvania 2 District of the Atlantic Area.

The delivery unit has 61 city routes which are delivered by 72 full-time carriers and 25 city carrier assistants. The delivery unit also has one rural route which is delivered by one regular rural carrier, one rural carrier associate, and two assistant rural carriers. The Newark Post Office has 26 clerks (including 16 full-time and 10 postal support employees) and four mail handlers. We selected the Newark Post Office for review based on the number of customer inquiries the unit received. Specifically, there were 1,398 inquiries recorded in the Customer 360 (C360) system from February through April 2021. Most of the inquiries (1,292 or 92.42 percent) related to package tracking and mail delivery.

Our objective was to evaluate select mail delivery and customer service operations and determine whether internal controls were effective at the Newark Post Office.

Report Recommendations

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

We recommend the District Manager, Delaware-Pennsylvania 2 District, instruct Newark Post Office management to develop and execute a plan to ensure all committed mail has been distributed to carriers before daily Distribution Up Time and verify the delivery unit is clear of committed mail daily.

Closed $0 Agree
2

We recommend the District Manager, Delaware-Pennsylvania 2 District, instruct Newark Post Office management to develop and execute a plan to monitor and ensure all delayed mail is reported daily in the Customer Service Daily Reporting System.

Closed $0 Agree
3

We recommend the District Manager, Delaware-Pennsylvania 2 District, instruct Newark Post Office management to review scan data daily and enforce compliance of scanning procedures.

Closed $0 Agree
4

We recommend the District Manager, Delaware-Pennsylvania 2 District, instruct Newark Post Office management to review truck/trailer arrival scanning performance daily for compliance and follow up for correction as necessary.

Closed $0 Agree
5

We recommend District Manager, Delaware-Pennsylvania 2, instruct Newark Post Office management to develop and execute a plan to ensure employees follow procedures for properly securing arrow lock keys and delivery vehicles.

Closed $0 Agree