Background

The Carrier Sections is in the Ohio 1 District of the Central Area. This audit was designed to provide U.S. Postal Service management with timely information on potential scanning, mail delivery, and customer service operations risks at the Carrier Sections.

The delivery unit has 34 city routes delivered by 37 full-time carriers, one part-time carrier, and 11 city carrier assistants. The Carrier Sections has 16 clerks including 13 full-time and three postal support employees. We selected the Carrier Sections for review based on the number of customer inquiries the unit received. Specifically, there were 1,239 inquiries recorded in the Customer 360 (C360) system from December 2020 through February 2021. Most of the inquiries (1,086, or 87.65 percent) were related to package tracking and delivery. During our visit we determined that these inquiries were often related to packages that were still at the processing plant.

Our objective was to evaluate select mail delivery and customer service operations and determine whether internal controls were effective at the Carrier Sections, Cleveland, OH.

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Comments (4)

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  • anon

    I have packages at US Regional Sorting Center since June 24 , 2021 and am trying to get delivered to me but I still haven't received a tracking number. How do I find out why they haven't been shipped to me yet

    Jul 17, 2021
  • anon

    WE ARE SMALL BUSINESS in MARINA DEL REY EVERY WEEK DAY OR TWO WILL GET NO MAIL LIKE TODAY IS THIRD DAYS NO MAIL.WE HAVE HEARD COVIT-19 EXCUSES AND FIGHT PHYSICAL FIGHT IN THE VENICE DISTRIBUTIONS CENTER WE REALLY DON'T CARE FOR YOUR PROBLEMS TRYING TO KEEP OUR DOORS OPEN OUR CLIENTS COME FROM FAR AWAY WE NEED OUR MAIL TO BE ABLE CONDUCT OUT BUSINESS. I EVEN OFFER TO STOP BY AND PICK UP MY MAIL SO MAILMAN MAKES ONE LESSER STOP THEY SAID THEY WANT 3246.00 DOLLARS TO HOLD THE MAIL. KIND REGARDS KAMRAN

    Jul 15, 2021
  • anon

    Hello, For the past couple months , my small packages has been open and taped back. Back in November my package was open and my items was missing from my package. However the package wrapper was left in my mailbox. This is a ongoing issue in my neighborhood my neighbors have been going through the same thing . I live in an apartment where you need a key to access my mailbox which leads me to think that the mail carrier is responsible for my open packages and missing items. I would like to report this issue so that it can stop happening. I should be able to have items sent to my house without having missing items or having people fumble with my packages.

    Jun 25, 2021
  • anon

    look at the numbers...34 routes..what was the daily average of packages per carrier-120 ?,,. so a total of 4,080 per day. In your review of 60 days you note 1086 complaints which is equal to 18 per day... 18 out of 4080 is 1/10 of 1 %... Not bad when you compare that to the post office just hoping to get less than 90 % of mail out on time... Perfection is demanded of carriers but all other operation failures seem to be swept under the rug..

    Jun 16, 2021