Background

This interim report presents the results of our self-initiated audit of mail delivery, customer service, and property conditions at the Ramona Main Post Office (MPO) in Ramona, CA (Project Number 22-062). The Ramona Main Post Office is in the California 6 District of the WestPac Area and services ZIP Code 92065, which serves about 35,349 people and is considered to be an urban community. We judgmentally selected the Ramona MPO based on the number of stop-the-clock (STC) scans occurring at the delivery unit, rather than at the customer’s delivery address.

Objective, Scope, and Methodology

Our objective was to evaluate mail delivery, customer service, and property conditions at the Ramona MPO in Ramona, CA.

To accomplish our objective, we focused on these four audit areas: delayed mail, package scanning, truck arrival scans, and property conditions. Specifically, we reviewed delivery metrics including the number of routes and carriers, mail arrival time, amount of delayed mail reported, package scanning, and distribution up-time. During our site visit from February 1-3, 2022, we reviewed mail conditions; package and truck arrival scanning procedures; and unit safety, security, and maintenance conditions. We also analyzed the scan status of mailpieces at the carrier cases and in the “Notice Left” area and interviewed unit management and employees. We discussed our observations and conclusions as summarized in Table 1 with management on March 21, 2022, and included their comments where appropriate.

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