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Audit Reports

Oct
15
2021
Report Number:
21-214-R22
Report Type:
Audit Reports
Category: Customer Service, Delivery / Mail Processing, Service Performance

Mail Delivery and Customer Service Operations – Sunrise Station, Las Vegas, NV

Background

The Sunrise Station is in the Nevada – Utah District of the WestPac Area. The unit has 69 city routes which are delivered by 83 full-time city carriers, four part-time flexible carriers, and 19 city carrier assistants. The Sunrise Station also has 10 full-time clerks and seven postal support employees. We chose the Sunrise Station based on the number of stop-the-clock (STC) scans occurring at the delivery unit, rather than at the point of delivery, and the number of Customer 360 inquiries the unit received related to package tracking and mail delivery delays. Our objective was to evaluate select mail delivery and customer service operations and determine whether internal controls were effective at the Sunrise Station.

Report Recommendations

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

Develop and execute a plan to ensure employees at the Sunrise Station follow standard operating procedures for scanning and that station management systematically review and monitor scan data for compliance.

 Closed $0 Agree
2

to develop and execute a plan to ensure Sunrise Station management destroys all duplicate Voyager Fleet cards and follows procedures to ensure all cards are safeguarded and properly managed daily.

 Closed $0 Agree
3

to develop and execute a plan to ensure Sunrise Station management conducts semi-annual arrow lock key inventories and follows procedures to account for keys daily.

 Closed $0 Agree
4

develop and execute a plan to ensure Sunrise Station management completes the PM Verification of Activity Checklist daily to ensure delivery vehicles are free of mail and properly secured.

 Closed $0 Agree
5

develop and execute a plan to ensure Sunrise Station management reviews truck/trailer arrival scanning performance daily for compliance and follows-up for correction as necessary.

 Closed $0 Agree