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Audit Reports

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Nov
21
2018
Report Number:
DR-AR-19-002
Report Type:
Audit Reports
Category: Service Performance, Delivery / Mail Processing

Mail Delivery Issues at the Heritage Station, San Antonio, TX

Background

This report presents the results of our self-initiated audit to evaluate mail delivery issues on selected routes at the San Antonio – Heritage Station. The Heritage Station is in the Rio Grande District of the Southern Area. We conducted the audit to provide U.S. Postal Service management with timely information on potential operational risks at the Heritage Station.

The Heritage Station has 117 delivery routes (33 city and 84 rural) and 192 carriers (47 city and 145 rural). We selected the Heritage Station to review because it had 2,113 customer cases in the Enterprise Customer Care1 (eCC) application during FY 2018, Quarters (Q) 2 and 3. Some customer complaints related to mail theft, mail delivered to the wrong address, mail not received, or no key to access mailboxes. As of May 2018, the Heritage Station had the ninth largest number of cases nationwide.

Report Recommendations

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

R - 1 -- Require Heritage Station management to provide refresher training to carriers on customer notification procedures for undelivered mail.

Closed $0
2

R - 2 -- Require Heritage Station management to provide refresher training to carriers on proper mail delivery procedures.

Closed $0
3

R - 3 -- Work with Heritage Station management to develop a solution for reducing the delays related to re-keying collection box units.

Closed $0
4

R - 4 -- Require Heritage Station management to maintain a customer complaint log to manage and timely resolve customer complaints.

Closed $0
5

R - 5 -- Require Heritage Station management to use district trend reports to identify and provide training to carriers with repeat customer complaints.

Closed $0