Background

Late trips occur when various conditions cause a delay in the arrival or departure of transportation beyond the scheduled times. Late trip reason codes may include late processing, mail processing, contractor failure, and equipment failure. When trucks are late due to contractor failure, dock expeditors choose the reason code in the Surface Visibility (SV) Web scanner to generate Postal Service (PS) Form 5500, Contract Route Irregularity Report. The Administrative Officer (AO) is required to review the irregularities reported and the supplier’s comments in Section 2 of PS Form 5500, consult with the contractor, and take appropriate corrective action. Contractors can be assessed penalties or terminated if deficiencies are not corrected after notification by the Postal Service.

In April 2019, headquarters and area management informed plant management that the goal was to have no late trips; therefore, all trips should depart and arrive to their destinations on-time. Our fieldwork was focused on late trips that occurred prior to March 31, 2020. The President of the United States issued the national emergency declaration concerning the novel coronavirus disease outbreak (COVID-19) on March 13, 2020. The results of this audit do not reflect operational changes and/or service impacts that may have occurred at this facility as a result of the pandemic.

The Greensboro P&DC is in the Greensboro District within the Capital Metro Area. In fiscal year (FY) 2019, the Postal Service reported 2.1 million late trips nationwide due to contractor failure. From October 1, 2019, to March 31, 2020, the Greensboro P&DC had the third highest number (10,921) of originating late trips due to contractor failure for P&DCs. The average time a trip was late was 42 minutes. There were 34 contractors with originating late trips due to contractor failure at the Greensboro P&DC. Three contractors accounted for 70 percent of the failures.

Our objective was to assess the management of HCR irregularities due to contractor failure at the Greensboro P&DC.

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Comments (24)

  • anon

    It seems the Greensboro distribution center has audit after audit, year after year and still the same complaint of it being a black hole. Audits find problems with management, employees and contractors but still the problems at this facility continue. Newspaper article after article. One star rating rating on Google almost all complaining of the same thing. What will it take for a resolution? My package has been stuck there since Feb 11th with a comment that they are aware of a problem.

    Feb 15, 2021
  • anon

    Same problems here i work from home and always ordering my supplies and materials. But everything usps goes threw the blackhole in greensboro. I live about hour and half from there and takes weeks if at all to get items once they hit the black hole. The packages go threw usps all the way across this country in a matter of days then once greensboro gets it thats it for weeks. If the usps can get package across the country in a matter of days greensboro cant blame it on covid why it takes so long once they get it. Something seriously needs to be done at the top of greensboro usps. Ive had packages come from SC to NC where i live then greensboro ships it to new jersey for a week or 2 then i had wait for it to come back to greensboro and wait another 2 weeks to get it the last hour up the road to me. Its put a real hurt on my small business. It cant be covids fault if the problem has been going on for years. Somebody please fix greensboro hub so we the people can get our mail.

    Jan 31, 2021
  • anon

    I am waiting as are many for supplies I purchased on December 17, 2020. It traveled from Burlington NC, to Greensboro in a couple of days and has been "stuck" there ever since. It is an unprecedented time in our country, BUT, there is a long history of issues with this particular distribution center which should be solved in fairness to trusting customers, vendors, and many who are dependent to some degree on timely delivery. Today is Jan 6, 2021, still waiting.

    Jan 06, 2021
  • anon

    Why do so many packages get lost in Greensboro NC? I had 2 in the last year- and it looks like another one recently. For some reason they get to Greensboro and disappear from there- fall into a black hole or something. I don't know what they are doing there but something is definitely wrong. They must have a truck sitting there somewhere with a bunch of packages.

    Dec 30, 2020
  • anon

    Who is responsible for this facility? It is the lack of accountability or ability to voice concerns to an individual that is so unfair to tax payers. A very helpful local post office worker told me the P&DC sorts and processes by shifts. If a shift can't complete that shift's volume, it gets stuck to the side. Rather than the next shift finishing the backlog, they work to complete the next array of sorting. So, once your package is stuck - you are in for a big ugly wait. Is this accurate? Does the Inspector General agree with this procedure of letting the backlog continue to be set aside? I'm enduring a 12-day P&DC wait myself. We understand COVID-19 and holiday volume delays but who's in the hot seat that will explain improvement?

    Dec 29, 2020
  • anon

    I am losing a fortune because buyers are demanding their money back as items have been sitting in this blackhole of a distribution center for weeks. What on earth?! Please sort this mess out. I have had items delivered from JAPAN in half the time it takes to process a DVD through this center. This can not go on.

    Dec 27, 2020
  • anon

    Every package that lands at this center that I have incoming sits there for 10-15 days and can ever get any response on my cases! Why? Complete incompetence!

    Dec 18, 2020
  • anon

    I AM FURIOUS!!!!! I paid priority mail, 2-day shipping on a package on Dec 3rd with an "expected" delivery date of 12/7/20. My package has been stuck in Greensboro, NC since 12/9/20 - it is now 12/18/20. Nine days in a black hole and no one can tell me why. And now I read other comments/complaints back as far as 2018 from folks experiencing the same delays with the Greensboro location. Come on USPS - step up to the plate and find out what is happening. You owe your customers better service then this. My loyalty to you has just run out. I will pay the higher prices at UPS and get the service I deserve.

    Dec 18, 2020
  • anon

    Trying to figure out why packages are able to arrive at the Greensboro facility just to sit there. We have had several packages that have been sent and get to Greensboro just to stall, one has been there since 12/6. Then you get a call from your local PO saying that they are extremely busy and for me to be patient. Not sure what the deal with the Greensboro facility is but needs to be looked into. It is amazing how something can get across the country in 3 days and not be delivered to the next location in 10 days. When asked for a supervisor and/or name of someone to talk with at the Greensboro facility, I was told they don't have it. How can I receive a refund on the shipment? Things sent priority mail state they will arrive within 3 business days. Not sure what they consider a business day or was it suppose to say 3 business weeks?

    Dec 16, 2020
  • anon

    My son mailed a pkg from VA to me in Ky. According to tracking it went to NC twice. The first time it sat 3 days..the second time it sat 2 weeks before leaving. Not to mention a side trip to Michigan. I called every number known to man at the post office..no one really told me a thing.

    Dec 15, 2020
  • anon

    Veterans are not getting their medications because of total mismanagement and failure in the GREENSBORO, NC postal distribution center. FIRE THE TOP MANAGEMENT!! My prescription has been shown there since 12/6/2020 and today is 12/11/2020 and it still says in transit. LIARS! If a veteran dies because of not getting their medication, the management in Greensboro should be charged with manslaughter!! When we call the local postmaster we get the same answer. Poor Greensboro distribution center is so backed up, so many packages that the workers cannot even walk around, etc. If the workers and the unions would get off their lazy butts and do their jobs, the packages would be delivered. If the management cannot make that happen, they need to be FIRED.

    Dec 11, 2020
  • anon

    I am just so sick of the USPS "Black Hole" location in Greensboro. I live 15 minutes from there, yet I am enduring another one of the many I get in a month's time that reach the facility, and never make it out of there, and I wait longer to go the last 15 miles to me, than it took to get it from anywhere in the country...sometimes even from outside the U.S. I do not know what the issue(s) are, but I see from reading audits, and many other comments on the internet, (plus talking to all of the other branches in the area) that this location is a HUGE PROBLEM for distributing and forwarding mail. I am so tired of it, that try and sway anyone I purchase from or is sending me a package to NOT SEND IT VIA USPS. If they say they are, then I ask them to cancel my order, or find another carrier that's more reliable. I mentioned how I see these problems listed online at this facility....I find where this goes back to 1998 and maybe even back further! And the comments and reports have continued. WOW!, how inept are we as a government when after 22+ years, no one can fix these issues.

    Dec 10, 2020
  • anon

    I don’t understand how a package can travel from Illinois in 3 days and the. It sits in Greensboro Nc facility for 6 days and is still not delivered to my home. These are products we have paid for and you all think your just going to hold them hostage like it’s no big deal. I’m pretty sure it is a federal crime to interfere we people receiving their mail. And the sad part is, the USPS did an audit in 1998, found the same problems with the Greensboro facility and did nothing to fix it. Thanks for wasting our tax money.

    Dec 09, 2020
  • anon

    This is becoming a habit. I am a Veteran on high powered pain medication. For the past few months my medication has been sent to other states causing a delay in me recieving it on time. The VA will not mail out any earlier than a few days before I run out. Every month now I am having trouble getting it on time, tracking information always shows in transit to next location. I contact US Postal Service and no one can tell me where my package is. Then we have to call the doctor to get him to write another prescription so we can travel 42 miles one way to pick it up. Being an opiod it is not easy getting this done. This is just one of many packages we have had problems on. Many other people are complaining also. The VA just told me that they are having a lot of problems with the post office and they were told the Greensboro Distribution Center is backed up to November 23. That is been 16 days. I dont know what the problem is over there but we have decided we will not mail packages or important items by US Postal Service anymore. We will be driving the 84 roundtrip to VA from now on to get his medicines. It is a shame that these veterans that gave so much for us to be free, have to worry about getting care. That should not be. No wonder the election is so screwed up on these mail in ballets. Maybe you need to hire a large crew to come in and help Greensboro get caught up. I understand that facility is number 3 in the country for holding up mail.

    Dec 09, 2020
  • anon

    A personalized Christmas package arrived at the Greensboro facility 11/27 at 8:35am then left the facility at 11:45pm but has yet to be delivered to my residence. No further updates posted. I realize this is a busy time of year but I have had packages mailed later than November 27th arrive already. We are seeing continued issues with the Greensboro facility. What is being done to facilitate improvements?

    Dec 07, 2020
  • anon

    It has been over six months since the report however it is apparent that the same issues persist. What is the IG's plan to remediate? There are some serious issues here and the USPS IG is just sweeping it under the rug.

    Dec 02, 2020
  • anon

    I cringe every time one of my packages goes through Greensboro. I’ve lost 5 in the past 4 months. I’ve had them sent to Hong Kong from Greensboro. If my package goes there I will always get the same tracking message. In transit to next facility for weeks. Someoit will arrive many times not. I’m sure since this has been a problem for years the USPS doesn’t give a damn because they aren’t fixing it. Amazon whenever possible. No wonder they are going broke.

    Dec 02, 2020
  • anon

    I live about 30 minutes from Gboro. I used to receive a package the same day, from my local PO if it came to Gboro by 6AM. Now, it may take as long as a week. I currently have FOUR packages in the unexplainable holding pattern, bouncing back and forth in Greensboro for days. I love our local post office and appreciate their efficiency and professionalism. However, whatever is going on in Greensboro forces me to choose different shipping options due to the extreme unpredictably.

    Nov 30, 2020
  • anon

    I buy and sell A-LOT online and it has been getting very difficult for me to do business anymore because of the Greensboro distribution center. Packages will enter the “Black hole” of Greensboro never to be seen again. Currently I am watching a package that has arrived and departed this facility at least three times in the last ten days and another one that was mailed to me literally 15 miles from my location and has arrived and departed there a couple of times a day for the last three days only to keep returning there.I used to manage logistics at a large warehouse and I cannot understand how this problem can remain without being corrected.

    Nov 30, 2020
  • anon

    The service, or more specifically, the LACK OF SERVICE, at the Greensboro NC facility is beyond PATHETIC. Between my wife and I we have had no less 12 packages, dating back to Sept of 2020, make their way to the Greensboro sort/distribution (not sure if it’s the same building, but equally incompetent) in a timely manner, only to be held there for DAYS or WEEKS. In addition that, we have had three separate packages go MIA. To put the icing on the cake, there have been three instances of packages being sent from the Greensboro facility, to neighboring cities, then, back to Greensboro, to sick for a few more days, then...finally make their destination, after 1-1/2 to 2 weeks later.....on a Priority package. It’s pathetic. Starting to follow suit, our local office, Thomasville, NC. has deceitfully changed tracking on several recent packages (marking something as out for delivery, then changed to arrived at post office a couple of hours later, then updated to reflect, unable to access receptacle.......the only problem with that entry....WE RECEIVED OUR MAIL AT THE CURBSIDE MAILBOX on each occasion.

    Nov 25, 2020
  • anon

    I would like to know what is the deal with the greensboro disturbution center. I have 3 different packages either get lost or sent to the wrong area. The problems always come.back to the greensboro location. My most recent pack was sent to Boone NC instead of Winston salem. Then when it get back to the greensboro location it says it's in transit but as not left the greensboro from the tracking app. The USPS service has become a joke. I think this is the last piece of mail I ever send or have sent to me thru them. I will be more than happy to pay for to use the UPS or FedEx from now. I think someone needs to look into the issues with the greensboro loc.

    Nov 13, 2020
  • anon

    Why does it take more than 24 hours (as of 7:48 am 9/17/20) for a trailer to get from the GSO DC to Reidsville, NC? It's a 45-50 minute drive from the GSO DC to the Reidsville Post Office and the trailer "departed" GSO at 3:17 am 9/16/2020 according to the USPS tracking information. The DC manager needs to be fired and someone with a logistical background needs to be in place to get the mail delivered in timely fashion. The last package I had sat at the GSO DC for over 40 hours before it was sent to Reidsville.

    Sep 17, 2020
  • anon

    Bless my soul.... big flip in reporting more contractor delays versus plant delays.... What are contractor delays on leaving plant? ..Their trucks were not at the docks?...I'm no CPA or lean sigma watchamacall it... Could it be that the plant manager was getting chewed out so often about late processing that the late trucks conveniently became contractor faults?... Did you bother to look for machine processing and finishing times and see obvious late ones. tThen see if the late truck was coded correctly?....Nah...Bet ya didn't...Something smells in this report and you had clothespins on your nosesand blinders on your eyes...

    Jul 14, 2020
  • anon

    Thanks

    Jun 25, 2020