Mail Delivery and Customer Service Operations – Select Baltimore Units, Baltimore, MD
Background
This report responds to requests from U.S. Representatives C.A. Dutch Ruppersberger and Kweisi Mfume, for the 2nd and 7th Congressional Districts of MD, respectively, to review mail delivery and customer service operations at select units in the Baltimore, MD, region. In May 2021, Representatives Ruppersberger and Mfume sent letters requesting reviews at several units in the Baltimore region based on an increase in constituent complaints in the months prior.
Congressman Ruppersberger requested reviews at the Dundalk Sparrows Point (Dundalk), Essex, Rosedale, Parkville, Middle River, and Towson (served by Loch Raven) branches. His request specifically mentioned constituents not receiving mail, including paychecks and life-saving prescriptions, for weeks at a time. Congressman Mfume’s request specifically mentioned an increased lack of service, non-delivery of mailpieces, and customer service complaints in ZIP Codes 21213 (Clifton East End Station), 21217 (Druid Station), and 21229 (Carroll Station).
Our objective was to evaluate mail delivery and customer service operations on selected routes at the following delivery units in the Baltimore, MD, region: Dundalk, Essex, Rosedale, Parkville, Middle River, Loch Raven, Clifton East End, Druid, and Carroll.