Background

The U.S. Postal Service is committed to providing customers with real-time visibility and control of their mail and package delivery services. The Postal Service’s goal is to scan all barcoded mailpieces (flats, letters, and packages) that enter the mailstream and track those items with additional scans up to the point of delivery. Scanning accuracy is critically important to the success of real-time visibility.

The Postal Service’s scanned package volume increased from 3.5 billion in fiscal year (FY) 2015 to 4.3 billion in FY 2016 – an increase of 22 percent. From July 1 through December 31, 2016, the Postal Service scanned over 2 billion packages sent to over 136 million delivery locations on over 227,092 routes throughout the country.

The Postal Service measures package delivery service performance from the point of acceptance through first delivery attempt. When a carrier attempts to deliver a package at the delivery location, it gets a stop-the-clock scan, indicating the Postal Service has completed its commitment to deliver or attempt to deliver the package.

Carriers use a handheld Mobile Delivery Device (MDD) to scan and transmit package tracking data. MDDs use a cellular network and Global Positioning System (GPS) technology to obtain real-time delivery tracking and location information. If an MDD is not available, carriers can use the predecessor, Intelligent Mail® Device (IMD). However, the IMD does not provide GPS data or real-time delivery tracking information.

Carriers use an MDD to perform stop-the-clock scans for packages at the actual delivery location in order for customers to receive accurate package tracking notifications in real-time. These stop-the-clock scans performed at any location other than the designated delivery location (excluding caller service, vacation holds, post office box deliveries, undeliverable as addressed, and business closed) are considered improper. Delivery unit management use several Product Tracking and Reporting System daily reports for managing scanning status and performance for their unit, including the Start-of-Day, End-of-Day, and Scan Data Integrity reports.

This audit was self-initiated based on our data analytics indicating an increasing number of questionable or improper delivery scans occurring at delivery units and about 1.4 million customer complaints in FY 2017 related to delivery.

Our objective was to assess the package delivery scanning process in city delivery operations.

What the OIG Found

Opportunities exist to improve the Postal Service’s package scanning processes in delivery operations to minimize improper delivery scans. Of the 2 billion scans for the period July 1 through December 31, 2016, we identified 25.5 million scans that occurred between 7 p.m. and when the carrier clocked out for delivery the following morning. We used GPS location data to further analyze these 25.5 million scans and found that, of these, 15.3 million (60 percent) were performed at a location outside of the delivery unit, therefore we did not identify them as improper. However, about 1.9 million scans (7 percent) were improper stop-the-clock scans that occurred at delivery units instead of at the delivery location.

An additional 8.3 million of the 25.5 million delivery scans (33 percent) had no corresponding location data. For these 8.3 million scans, carriers used MDDs for 2.3 million of the scans and IMDs for 6 million of the scans. While the IMDs do not provide GPS data, we estimate the lack of location data for a majority of the 2.3 million MDD scans was due to GPS signal obstruction. Therefore, it was not possible to determine if the 8.3 million scans were proper or improper.

These scans occurred because:

  • Delivery unit personnel did not always follow proper scanning procedures.
  • Employees sometimes experienced technical limitations with the MDDs, including delayed transmissions and signal obstruction.
  • Management’s oversight tool, the Scan Data Integrity report, does not identify all improper scan events such as those that can occur at the delivery unit.

Lastly, we identified 105 million scans (5 percent of the total number of scans in the period reviewed) performed using [redacted].

This occurred because the scanners [redacted]. Management has taken or initiated corrective actions to address these issues; therefore, we will not make recommendations in these areas.

Customers rely on accurate data to track their packages in real-time and receive notification of an expected delivery window. By improving scanning operations, the Postal Service can improve delivery performance and reduce customer delivery complaints, while meeting the goal of providing customers with real-time visibility over their mail.

What the OIG Recommended

We recommended management:

  • Continue to reinforce the importance of adhering to package scanning guidelines and policies.
  • Develop a process that will allow carriers to scan multiple packages to a single delivery address to provide accurate delivery information to customers.
  • Review results of the Delivery Partners Program for colleges and universities and the USPS Partner Mobile Application Pilot and consider implementing any best practices for drop houses.
  • Develop an MDD warning message/alert to deter scans at delivery units.
  • Create a reason code for manual entry of stop-the-clock scans; and
  • Update the Scan Data Integrity report to track improper scans performed at delivery units.

Read full report

Comments (31)

We welcome your comments related to the topic on this page. Complaints about the Postal Service, including lost, stolen or mishandled mail, that are unrelated to the content on this page, will not be posted. Please visit the Contact Us page for information on where to file formal complaints with our agency or the Postal Service.

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  • anon

    when selling online if we do not get a delivery scan we do not get paid, even though the last scan says out for delivery the postman is not doing the last scan. this is happening more & more.

    Oct 09, 2018
  • anon

    I agree. USPS do not tell us that "tracking is just an added service that USPS provide" because that is not acceptable. If USPS promised to provide this tracking service that you are failing. Also, just an example - First class weighing up to 4 oz without tracking cost $1.63 and $2.66 with tracking (as of Oct 2018, commercial account) so somehow telling us that we do not pay for this service is really annoying. Granted that 98-99% of the items gets scanned, what about the 1-2% that are not, those shipments are as important as the rest.

    Oct 11, 2018
  • anon

    There's an odd character in this document name "―" that prevents the url from being shared. The link will copy/paste verbatim as shown, but ends up as a "404" trying to find its way back.

    Aug 21, 2018
  • anon

    I shipped an item on 06.03.18 and it was supposed to be delivered on 06.06.18 and it still has not been delivered per the tracking message this was what I'm getting Awaiting Delivery Scan what does that mean when should I expect for the package to be delivered?

    Aug 07, 2018
  • anon

    Hello, Catrice. Thanks for your message. We are an independent agency of the Postal Service and unfortunately can't help with delayed mail or packages. Please file a complaint directly with the Postal Service at emailus.usps.com/emailUs/iq/usps/request.do?forward=emailUs. Just choose the tab marked "Where is My Package" or "Where is My Mail."

    Aug 07, 2018
  • anon

    When at anytime the package is scanned. Does the person who is scanning know what’s in the package? I had package scanned and didn’t make it to my post office box.

    Aug 06, 2018
  • anon

    Hello, Nikki. Thanks for your message. We are an independent agency of the Postal Service and unfortunately can't help with lost or damaged mail. You can file a claim with the Postal Service at usps.com/help/welcome.htm.

    Aug 07, 2018
  • anon

    Improper delivery scans seem to be far more common than the ~5-6% claimed here. Anecdotally I've seen this happen on nearly every USPS delivery from Amazon.com, with the real delivery showing up 1-2 days after the "stop-the-clock" scan. I'm willing to bet this is intentional behavior to meet Amazon's tight 2-day delivery time, but I imagine it's costing USPS dearly - customers can get a refund on Amazon after ~24 hours of delay, and there's no way they're eating that full refund cost.

    Jul 27, 2018
  • anon

    I submitted a request to withdraw funds from my retirement account in Edgewood, Co. Although I requested expedited delivery and my “package” arrived in Denver, Co. this evening about 11:05, the next notice said the package is scheduled to arrive at its destination in Alhambra, Ca. At 8:00pm this coming FRIDAY!!!! So I can’t get my hands on it until SATURDAY MORNING!!! As you know I could easily drive to Denver and be back in Alhambra with my package by roughly early afternoon Wednesday. Can anything be done in my behalf to expedite my expedited package? Thank you. Sincerely Dave Fritch.

    Jul 24, 2018
  • anon

    I am having an issue with a company regarding an item i have not received. They told me that the product was delivered and even a time stamp for the delivery. I have not received the product but because it supposingly was scanned somewhere I can not be refunded. In. Other words, I'm a liar and have to pay for an item I HAVE NOT RECEIVED?? I check my mail everyday, I did receive mail on the day they say it was delivered. This package was not in my mail box!

    Jul 20, 2018
  • anon

    Hello, Amy. Thanks for your message. We are an independent agency of the Postal Service and unfortunately can't help with delayed mail or packages. If the company mailed your package through USPS, please file a complaint directly with the Postal Service at https://emailus.usps.com/emailUs/iq/usps/request.do?forward=emailUs. Just choose the tab marked "Where is My Package" or "Where is My Mail."

    Jul 20, 2018
  • anon

    My mail has been in route for the last 3 weeks being shipped from Fortson, Ga to Bronson, Fl. The first error was an improper scan by delivery driver which caused the initial delay. Moving forward to 7/19/18 my alert just scanned my package in NEWARK, NJ. Why?

    Jul 19, 2018
  • anon

    ​Hello, Tequila. Thanks for your message. We are an independent agency of the Postal Service and unfortunately can't help with delayed mail or packages. Please file a complaint directly with the Postal Service at usps.gov. Scroll over the "Help" tab and select "Contact Us" then click "Email Us". Choose the tab marked "Where is My Package" or "Where is My Mail."

    Jul 19, 2018
  • anon

    My wife and I sell on EBay and we continue to have on going problems with our carrier not scanning packages upon pick up. According to her she has been instructed to not scan packages if they are over 5 packages or envelopes. We have had some packages get completely lost and cost us a lot of money. We pay to have tracking from our mailbox to the destination and we are not getting the service we pay for. We lose even more money because we lose our discount on EBay for not shipping on time

    Jul 11, 2018
  • anon

    It shows USPS’s lack of customer service that no change since this report has been placed into practice. If I did as I pleased in my job, I would have been let go by now. Instead carriers scan things delivered, then don’t deliver them and when you say it wasn’t delivered your told it shows scanned. As if that’s supposed to be a statement with any weight.

    Jun 21, 2018
  • anon

    Mail carriers don't always pay close enough attention to where they leave a package. Sometimes it's the wrong street, sometimes it's the wrong street address. The end result is always the same; a hassle for the customer who has to deal with mis-delivered packages. The worst part is in trying to get help from the local zone post office. I've had many packages misdelivered, and it has taken days after the delivery scan to relocate my property and deliver it to me. In many cases I feel as though my concerns are just noise. Typically I'm promised a call-back, but only receive on in 1 of 10 instances. That is really aggravating when a clerk asks for your contact info and says he/she will call you back before the end of the day, and not do so. It's disrespectful, and it happens too often to be a fluke.

    May 16, 2018
  • anon

    I'm March 26th I sent a,800. Phone back to ATT using there return lable.all I have,is a,receipt with what looks like a,qrcode at bottom. No tracking# just the square code with numbers above it. ATT saus I have to pay for phone for they have not received it and I have no tracking code.can you help me

    Apr 09, 2018
  • anon

    What about altering scan data after the fact? Yesterday I was supposed to receive a delivery. After delivering my route I checked USPS.com and found three scans saying it went to another office instead of my local office. Less than 24 hours later those scans that once admitted to the package being miss sent have all been changed to say "In Transit to Next Facility". Nice cover up! I'm more upset that the data was changed and hidden than I am with the delay. Why hide the fact AFTER the customer has already seen the mistake? That is dishonest and disappointing to me as an USPS employee!

    Apr 01, 2018
  • anon

    For the last 3 years, I've sent monthly packages (September through March) via Priority or Priority Express to my daughter at ISU Pocatello, and until recently, they were handled with only occasional flubs. As well, when I delivered the package in the past it entered the system within minutes. Now, two months in a row, I've sat up at night, waiting and worrying because I have a receipt, but the USPS clerks cannot seem to bother to scan my package into the system when they receive it. Last month (my first experience with this issue) I sat up late on February 28, 2018, checking and rechecking the USPS tracking site. 1. No tracking information for my package appeared until after midnight. 2. It appeared after I filed a complaint. 3. The associated time stamps are nonsensical--almost as if someone tried to revise entries to cover up the absence of initial scans. 4. How could the package be "Accepted at USPS Origin Facility AIKEN, SC 29803 [at] 11:10 pm on February 28, 2018, then have "Arrived at USPS Regional Origin Facility ATLANTA-PEACHTREE GA DISTRIBUTION CENTER" only 1 hour and 15 minutes later--Aiken SC is about a 3-hour drive from the Atlanta-Peachtree GA Distribution Center. This month I delivered my insured, 3-Day Priority package to a USPS clerk at 4:53 p.m. on March 26, 2018. 1. At 12:13 a.m. I still receive the following status message for my package: "Label Created, not yet in system A status update is not yet available on your Priority Mail® package. It will be available when the shipper provides an update or the package is delivered to USPS. Check back soon. " 2. At 12:20 a.m. it finally appeared in the system, with the following information: March 26, 2018, 11:18 pm Accepted at USPS Regional Facility ATLANTA-PEACHTREE GA DISTRIBUTION CENTER March 27, 2018, 12:18 am Arrived at USPS Regional Origin Facility ATLANTA-PEACHTREE GA DISTRIBUTION CENTER Your item arrived at our ATLANTA-PEACHTREE GA DISTRIBUTION CENTER origin facility on March 27, 2018 at 12:18 am. The item is currently in transit to the destination. 3. How could the package have been accepted by USPS at 11:18 pm, when all stations close at 5 pm? 4. Why does the tracking information report that it was accepted in Atlanta GA, when my receipt clearly shows that I gave the package to a USPS clerk in Aiken SC. 5. All of this is evidence of a deplorable lack accuracy and professionalism displayed by USPS clerks.

    Mar 27, 2018
  • anon

    Hi, I go to the post office in little neck NY, and they never scan my parcel when I bring them in. Usually at other locations, the employee scans the parcel and gives me a receipt. The lady there said that they do not do this at this location. How am I supposed to know that my package will not be lost or stolen if it was not even entered into the system in front of me? I dropped a parcel off in a mailbox in Douglaston two days ago and it’s still pending usps scan. Please contact this location and explain to them the proper procedure. As customers, we shouldn’t have to worry that our package will be stolen. Thank you, Moe

    Mar 14, 2018
  • anon

    Thanks for your message. We are an independent agency of the Postal Service and unfortunately can't help with customer service issues. You can file a complaint with the Postal Service under the tab marked "Personnel."

    Mar 15, 2018
  • anon

    What does a carrier do when delivering packages to a home where no one is home. As a retired postal employee I was supposed to leave a notice of attempt of delivery. This is so the home owner can call for redelivery to their home. My concern is if the owner was away for a day or more why leave the package at the home.

    Mar 01, 2018
  • anon

    If the customer is gonna be away for a few days then they should put their mail (which includes packages) on vacation hold and we will either redeliver on the date of return or they can pick up from the post office upon their return. We only leave notices on things that require a signature. If we left notices for all the people that weren’t home we’d be bringing most of the packages back to the office

    Apr 18, 2018
  • anon

    Why havent my package made it to the post office yet

    Feb 17, 2018
  • anon

    I ordered my package Nov. 3, I did receive and have a tracking number. Today is Nov. 25 and I still haven't received my package. I tried everything online , and I even went to the post office. They say it's in transit, or it's in the loop (What ever that is) . It seems like they don't care if the package gets there or not. Can anyone help me receive my package? Thank you....

    Nov 25, 2017
  • anon

    HAVE PACKAGES THAT JUST GO MISSING ??? SHOW UP 5 DAYS LATER WHERE HAVE THEY BEEN FOR A WEEK ??

    Nov 05, 2017
  • anon

    The system of scanning and tracking packages seems futile. I had a situation when the GPS showed the package I had mailed had been delivered to an incorrect address (on the same street) but it could not be retrieved. I was not allowed to know to which house it was mistakenly delivered, but was assured that if it was misdelivered it would have surely been returned. This was however not the case. The web site kept telling me it was delivered. Responses to my online mail searches and claims were that it was delivered. The only way I knew it was incorrectly delivered is someone from the sending post office used the GPS Tracker.

    Nov 04, 2017
  • anon

    Paragraph after heading " What the OIG found." 25.5 million scans occurred after 7:00 pm and before carrier clocked out for delivery the next day.....No scans should be made after 7:00pm because carriers should be off the streets by 5:00 ( which is a goal of management). 1.9 million were stop the clock scans done at delivery units not at destination. No kidding....You also mention that there can be interference with uploading to satellites, etc.So a carrier returns, management sees a "delivery scan" not done...Carrier knows his vehicle is empty, and knows he scanned it at the delivery site...What would you have them do? The only solution is to put into the system that the item was delivered. It is blatantly obvious that you never sought information from carriers when you did this audit. You can play the numbers game all day long.....But before you prejudge....literally, walk a mile in a carrier's shoes. I suggest, if you had done that, your audit would have come out with different results...

    Nov 03, 2017
  • anon

    The Stop-the-Clock Event Matrix used in this audit defines “Receptacle Blocked”, “Receptacle Full/Item Oversized” and “No Secure Location Available” as NOTICE LEFT scans. In reality, this is not the case - as all these scan events are hardly linked to a Notification LABEL ID. The concern is that in most cases these items are NOT re-attempted the next working day. This only amplifies the negative customer experience as the mail/packages often sit in the post office with the addressee never being notified. In my opinion, these scans should not be Stop-the-Clock events. Instead, they should be Further-Action-Needed scans and flag if “attempt to deliver/issue notice” is not recorded the next working day. The only exception is the “No Authorized Recipient Available” for which carriers most likely will scan/drop the notice in the mailbox.

    Nov 03, 2017
  • anon

    The scanner options for carriers are very incomplete. We know who is forwarded and who is not yet we don't have a forward option on our scanners. The delivery options are very vague too. front door/ porch ? garage or other address? how about 1 mailbox 2 front door 3 back door/side door 4 garage lets not make this complicated and let our customers know where their parcel is at.

    Nov 02, 2017
  • anon

    Until now i did not receive any delivery ...thank you

    Nov 02, 2017