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.