The U.S. Postal Service considers mail to be delayed when it’s not processed in time to meet the established delivery day. Pretty straightforward, isn’t it? But determining whether mail is actually delayed — even when it’s reported as delayed — isn’t always a straightforward proposition.

Take, for instance, what happened when we analyzed delayed mail volume at mail processing facilities nationwide from January 1 to December 31, 2020. We found the North Houston Processing and Distribution Center (P&DC) in Texas reported the most delayed mail in the nation. Not so surprising, given the facility processed the most mail in the country last year. But as we note in our recent audit report — one in a series we are doing on processing plant performance — it turns out not all 3.6 billion pieces the facility reported as delayed for the year were truly delayed. 

Our initial objective was to identify the causes of delays at the North Houston P&DC, and we found they were occurring due to late-arriving mail and decreased employee availability, the latter a result of the COVID-19 pandemic. An increase in package volume also contributed.

During our site observations, though, we discovered the North Houston P&DC management wasn’t processing mail on the normal sort plan. Instead, the sort plan being used bypassed certain operations, which in turn caused mail to be reported as delayed. So, while 3.6 billion is the official reported tally, the actual number of delayed mailpieces at North Houston for 2020 was undoubtedly less. Unfortunately, it wasn’t possible to determine the precise number.

Still, we made a recommendation on how to reduce late-arriving mail, and USPS management accepted it. That — and more employees eventually returning to work — should help decrease the amount of delayed mail at North Houston P&DC, whatever the true amount is.

Comments (53)

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  • anon

    My lifelong support of the USPS has dramatically changed in the last 2 years. Lost mail and packages, no accountability. Staff morale seems at an all time low. USPS has lost our mortgage payment, bank checks, and many other packages and who knows how many letters. We have changed our purchasing habits and try to purchase goods online only from sellers who will ship through UPS or FedEx. Louis DeJoy is a problem creator, not a problem solver. He is arrogant and incompetent and a bully.

    Jul 30, 2021
  • anon

    USPS has turned into a “bureaucracy of red tape”, with no accountability, no realistic complaints system, and total indifference to it’s mission. ,Junk mail, scam mail, unsolicited mail are all flowing smoothly. It’s the important mail that is without priority or concern. Lazy postal employees find rudeness results in less work for them. The dedicated employees are barely surviving among the misfits. This system is broken at the executive levels with trickledown through upper management levels. Shameful!

    Jul 28, 2021
  • anon

    I won't shop with anyone who sends packages through USPS anymore. Half of my packages never show up and the few that did are always days late. A few years ago I had around $1k in wall hangings that were stuck in facility and never found and took 6 months to finally get a refund. Considering this has been a problem for decades I have zero hope it will ever get fixed. If only as much energy was put into fixing the problem as coming up with excuses.

    Jul 28, 2021
  • anon

    Item shipped from the UK and as of today, July 25, is sitting in the Chicago ISC facility since July 07. I called and was told, “yeah it’s there and we’ll get it to you as soon as possible”. It’s no wonder USPS is losing money hand over fist.

    Jul 25, 2021
  • anon

    My packages is stuck in ISC Chicago since 17 may i have sent 3 pakages to be sent out to KSA 2 and after toooooo many calls they did scan 2 packages 15 july, the other package still missing, also it seems like they just scanned them and put them on side still there since 17 may today 23 july I don't know what I have to do. The shipment value is 1200 dollars and I paid 400 dollars as a shipping fees it was supposed to be express shipping service it should arrive within 10 days but it is been 10 weeks But it's been 10 weeks and its still stuck in Chicago

    Jul 23, 2021
  • anon

    Can I ask what number you called? I have had an international package sitting there for a bit now, and I have tried to call the ISC Chicago phone number on their business listing, but it always says that there are no people to take the call. I do have the option to leave a message, is it worth doing?

    Jul 29, 2021
  • anon

    You’re not alone. I was supposed to receive packages and they make it to isc in Chicago since early May. Its been sitting in customs since. Pretty bad! Only in America

    Jul 26, 2021
  • anon

    I have had a package I was promised would be delivered today. It is a perishable item and it has been in Cook County, Chicago, IL sitting since July 17. It is ridiculous since most people are vaccinated and cannot use covid as an excuse. Maybe the postal service should start being held accountable and be made to reimburse customers their money for ruined and lost items.

    Jul 21, 2021
  • anon

    I bought an item from the UK on eBay, seller shipped the item on June 22, 2021. Item arrived in Chicago ISC on June 24, 2021. There has been no movement on the package since then. Expected delivery date was July 16 and that date has come and gone with no package and no update. I have contacted both Royal Mail and USPS and both say it is out of their control. Can anyone HELP?

    Jul 20, 2021
  • anon

    I quit buying from companies that ship using USPS altogether. I have a package that was shipped to me May 25th. from Europe. It arrives to Chicago ISC a week later. It sits in Chicago ISC until June 28th then goes into customs. July 11th it makes it out of customs and on the same day finally my tracking updates saying the package will be in my mailbox around July 16th. It is July 19th and I have not got a single update since the 11th. USPS has proven to be the most incompetent mail service ever. For 2 months now I have not used USPS for anything. Fedex and UPS have their delays from time to time but the package gets delivered anyways. USPS, you never know if you will get it.

    Jul 19, 2021
  • anon

    I have been waiting for a month for a package from ISC Chicago to be sent out to Japan. At this point COVID and manpower shortage is no longer an excuse. Its just pure incompetence of ISC Chicago and USPS as a whole. It ridiculous. I've had a package ship from California on June 30 makes its way through the states to ISC Chicago and make it here July 10th. That's a third the time my earlier package has been sitting there. I've also had several other packages go through ISC Chicago since then and they all make it here (Japan) in a timely manner. How is that even possible? At this point should I just assume my package was stolen and give up hope of it ever showing up?

    Jul 14, 2021
  • anon

    I've had a parcel that was sent express from England and has been in Chicago since May 26th. I'm sorry but this is ridiculous even with staff shortages and covid. I'm actually appalled! And now refuse to send anything through till the states till this is resolved!

    Jul 11, 2021
  • anon

    I made a comment yesterday that didn't make the cut, how is it that major player in the mail delivery game can't get their act together, people complain about being out of jobs well if its about mail sorting then get hiring my package has been sitting since June 5th, 2021 says its " In transit". Enough is enough you are ruining the reputation of small businesses who have to absorb the costs of your disconcern for peoples items, some are precious, some are business materials someone might need to get a contract or a job and all they do is shrug shoulders and say they are looking into it. I think we are past the point of blaming covid and the influx of packages nothing has change just the post master who thinks doing it the old school way will work better...............look at where it has got you I have two tournaments because I dont have my equipment that i ordered and no help what so ever, dont know how you can operate like this and expect people to support you.

    Jul 06, 2021
  • anon

    My comment yesterday did not make the cut either. I just wonder if the comments posted by customers in this OIG blog are just "selected and filtered" in order to allow only the posting of the "less severe cases of gross incompetence", leaving out of view the worst cases in order to sabotage evidence of the truth of how the USPS is operating . My case consist of a certified letter (with signature and proof receipt) mailed as certified (7/14/2021) from Jensen Beach to St Petersburg, Florida, that never reached the destination, even after 15 days "in transit" and their system tracking consistently indicating "in transit" and with an "arrive late" status. When I went to present my case to the Jensen Beach branch (place of origin) they unprofessionally and unethically opted to verbally mistreat me (yelling at me) saying in front of other customers: Leave the premises now or we will call the police! I am a senior citizen (70 y.o.) and never ever treated like that before. I am a customer and I not only expect a better service from the USPS but a treatment with deserved respect and basic human sensitivity and specially coming from a governmental agency that I contribute with my federal taxes to their own existence. My expectations with the USPS is that they deliver the certified letter on time, collect the signature, send me back the receipt, and scan the letter so it will show its location at the different stages of delivery, something basic in any tracking system. Also I expect that when presenting to them the situation of issue at hand for them to correct and or just handle and acknowledge that they pay attention and use respect and rules of customer service. I should treated with deserved respect as a customer of the USPS while presenting any service case for their attention. A "deserved attention" to a case when the customer presents to them the details of their service mistake. In fact, the only way for them to resolve any service situation is just for them to listen to the customer and then proceed later to resolve the issue, if solvable. However, a desire to professionally and ethically solve an issue is vital even if the issue is unsolvable by the USPS. The case (mine in particular) should not escalate to gross elderly customer abuse and or elderly abuse. It is already bad enough for the USPS like it is with very clear evidence that they can not even deliver certified letters and can not track the locations of the letters even after 15 days.

    Jul 29, 2021
  • anon

    Please address the ISC in Chicago. The facility seems to be falling apart at the seams.

    Jun 29, 2021
  • anon

    ^^^This^^^

    Jun 30, 2021
  • anon

    Agreed. I've had several packages stuck there for ages, and I live IN Chicago. There is no good reason packages (with only clothing items in them) should be stuck in this facility for upwards of two months at a time.

    Jul 08, 2021
  • anon

    My package has been sitting in ISC Chicago Il (USPS) since June 5 with no update whatsoever. I just want to know if the package is ever going to be delivered. How much longer do I have to wait! No one knows anything! NEVER TRUST USPS!!!!!!!!!

    Jun 29, 2021
  • anon

    I have had 5 packages shipped to China in the past few months. One took 53 days to get there. I shipped a second one via Express Priority International to China on April 29th and it is still in ISC. I shipped another one at the same time and it took 30 days to get there via Priority mail. I shipped another package to China via Priority International on June second and it is still in transit and has not even made it to ISC. I've decided not to use usps anymore because it takes too long and I'm afraid that it will just sit for months. I've called USPS twice and filed cases on every package. This is getting ridiculous. I paid the amount they wanted to ship there and I'm not getting any good results. It's a hit or miss. Why is this happening? No one seems to know anything. I'm about to lose 2k on one of these packages.

    Jun 27, 2021
  • anon

    I had an anniversary gift made in Bulgaria and Send out in May - the package has been sitting in ISC Chicago Il (USPS) since June 4 with no movement whatsoever. It would be nice to knw if it was ever going to be delivered. My anniversary was a month ago...so that was a bit disappointing. William Szymczak

    Jun 24, 2021
  • anon

    I left a comment but do not see it

    Jun 24, 2021
  • anon

    I am waiting on mail from Chicago ISC. Supposed processed through. Nothing for 24 days. This package contained my late father's mementos who passed May 2021. Tracking is meant to mean something. It means nothing once in Chicago facility. Saying it was processed through must be a lie or it would have been "in transit", not "gone" from any further inquiry.

    Jun 24, 2021
  • anon

    Serious issues with delayed outgoing mail once it reaches Little Rock, AR distribution center. Often mail is frozen there for months before being sent to next location in the delivery chain. This occurs with both media mail and international mail packages. Impossible to talk to or even email anyone about issues. This blog is apparently the only way to make anyone aware. I hope someone finds it. None of info above in the yellow box in red letters will get you anywhere, an email system that doesn't work and a phone number with no menu selection that you can use.

    Jun 24, 2021
  • anon

    I realise USPS is still recovering from the Holiday/Covid crisis but on May 31st 2021 my gf mailed me a letter from her local post office in 77024, it has been over 3 weeks & I have yet to receive it. My zip code is 77034. With light traffic I can drive to her house in one hour. Is this normal for a regular letter to take 3+ weeks to make it from one end of Houston to the other?

    Jun 22, 2021
  • anon

    Please, please do an investigation at ISC Chicago to see why the delays are consistently too long. All you have to do is type ISC Chicago into a google search engine and there are pages and pages where people report their personal experience with extremely long delays and other types of mail neglect and crime dating back from this present day to 15 years ago! For 15 years or over nothing has changed or been revised over there in attempt to help so many Americans receive their mail and packages in a somewhat timely manor? There literally are dozens of complaints on a month to month basis spanning the entire 10 years past. No other ISC in the country has as many problems as Chicago. Why is this? I read posts from people who regularly get international packages as well as from sellers and in some cases companies will actually resend the purchased item free of charge right away if it happens to land at ISC Chicago because they say ‘it is as good as gone’ or ‘basically like it was never sent in the first place’ if It lands there. Companies like to be known for timely shipping and because that sorting center makes it impossible for them to maintain good reputations, they basically cancel out the item sent that landed at Chicago and send another right away hoping and praying that this time it will arrive in another state’s ISC. It is so much easier than having long drawn out back and forths with customers for months over where their package is, what the refund policy is, will they give a refund etc etc., and then having their company get a bad reputation when it is really not their fault that the mail was mishandled, lost, stolen, confiscated, whatever the case at ISC Chicago. There must be something to be learned as to why that place, out of every other ISC by far, is responsible for so many problems and the longest delays. I have had 3 Amazon orders cancelled by the sellers and reshipped because they landed there and were guaranteed by a certain date. You know, even if the issue Is that the reason for such delays and missing mail is because they scrutinizes each and every piece throughly and confiscate more packages than any other ISC, it isn’t really helping anymore when most this stuff gets resent immediately with the chance it will end up at a different ISC that processes things more quickly and enters the country anyway because of ISC Chicago’s awful reputation. Then as a result more illegal stuff will end up entering the country since it does happen that 3-9 months later, the original first sent package actually does get cleared, or found, and delivered. Then there is a surplus of whatever it is they were trying to keep out of the country anyway with their lengthly time consuming inspections. Somehow, I don’t really need think that that scenario is what is happening over at ISC Chicago because out of so many of the stories and experiences I have read and learned about I didn’t find any having to do with peoples packages actually being confiscated or having that communicated to them by CBP. That is why many think they steal them because the mail just never shows up in most cases without any communication as to why it didn’t show up. The place needs to be investigated because in either way you look at it, the sorting facility is completely ineffective.

    May 24, 2021
  • anon

    Thank you for this comment. ISC Chicago is a scandal, and needs to be addressed.

    Jun 22, 2021
  • anon

    Agree’d isc Chicago is a joke

    Jun 22, 2021
  • anon

    Mail would be much less delayed if your new Postmaster General would stop ripping things out, for example the big post sorting machine he messed with. He is actively trying to sabotaged our mail services and privatise it. I for one am against this.

    May 24, 2021
  • anon

    I would like it to be known that we have never had any mail delivery issues UNTIL Louis DeJoy took over. I received a Christmas card in MARCH for crying out loud!!! My prayers and rage go to those keeping senior citizens from receiving their needed medications! With this kind of service, DeJoy should be FIRED.

    May 24, 2021
  • anon

    I don't believe a word of this. Why? Because I know what has been done by Louis DeJoy to delay our mail. I don't blame the postal workers at all. I also know that mail has been delayed and by not just a day here or there either. I do not what my mail service cut back or sent to private companies. My meds last month were almost 30 days late, 30 days! The post office ran much better before DeJoy and he must go. When he is gone the postal service can be restored and then improved even more to make it more efficient and better for the postal workers too.

    May 23, 2021
  • anon

    I think a lot of these problems would be corrected if we got rid of Louis DeJoy. Has anyone noticed that our mail has slowed down to a crawl since he got the job. Who hired this guy? What a loser.

    May 22, 2021
  • anon

    Mail is being delayed because of Dejoy's actions. He is destroying the USPS and trying to disrupt services to Americans. As a senior citizen my medication and mail are being delayed! Dejoy needs to be fired and his conflicts of interest investigated to see if they rise to the level of criminal behavior. I believe he should be removed and a knowledgeable postal employee replace him. People are suffering because of Dejoy. His 10 year plan is a plan to interrupt and delay the mail. I hope he is soon fired and replaced.

    May 21, 2021
  • anon

    Trying to slow the mail to save cost is so counter-productive. The faster and more accurate the mail is, the more it is used. The Postmaster General truly does not seem to have the best interests of the USPS in mind. We are the best mail service in the world, please stop those trying to make it worse.

    May 21, 2021
  • anon

    I am completely against a slow down in the mail service. I own a medical billing service. I live in PA, my clients are in Maryland. Over 100 patient statements are sent out each month. These statements need to be delivered in a timely manner, which they were until DeJoy slowed the mail last year. I have seen a speed up in delivery in the last couple of months, which means my clients are receiving payment in a timely manner. My clients pay me via checks that come in the mail on a monthly basis. I CANNOT AFFORD A SLOW DOWN OF THE MAIL.

    May 21, 2021
  • anon

    I love my local post office in North Aurora, IL. They are wonderful! Very dedicated, hard-working, and excellent customer service. I am very grateful for all they do.

    May 21, 2021
  • anon

    Your mail service is delayed because you are CARELESS and INATTENTIVE and have no logical processes in place. Case in point: THREE weeks ago I dropped a parcel at the local post office in Magnolia, Texas, like I've done many times. After prodding the customer service phone line (the fact that I have to wait 45 minutes for a call back indicates what a pathetic job USPS is doing). Turns out the parcel was sent to Los Angeles - the opposite direction it should have been sent. I was given every excuse they could think of as to why. Mostly the answer was "we don't know." At the local post office I got the ridiculous response that Customs controls that. No, Customs has nothing to do with transporting mail inside the USA. These stupid answers are insulting. Today - 3 weeks after the parcel was sent - I was notified that it is now in New York. Stupidity and carelessness in mail handling will put USPS out of business. USPS does NOT care how late my parcel is but I DO care, as does the recipient. Goodbye USPS. Hellow UPS.

    May 19, 2021
  • anon

    Melinda, the scumbag in charge of the USPS has been trying to destroy OUR PEOPLES' POSTAL SERVICE ever since the orange nazi put him in charge. He and his draconian, medieval, moronic changes have been the cause of more problems, deaths of animals, and possibly people due to not receiving their medications on time, than ever before in modern history. If you can't see that, and choose another carrier (which is exactly what dumjoy wants you to do because he has stocks in other delivery services) because you're too lazy to protest the existence of duh'joy as someone in charge of a PUBLIC SERVICE when he's nothing more than a DOMESTIC TERRORIST then YOU are part of the problem.

    May 22, 2021
  • anon

    Shipped almost 30 days ago a pm express envelope it arrived at distribution center in Richmond Va the day it was sent. Haven’t received an update since then. Usually delayed is completely normal since covid becomes the excuse for everything now but this is just wrong. I’ve filed a missing mail search only to get a response saying it was resolved and to stay patient due to the pandemic. I believe it was taken while being handled NEVER TRUST USPS with more than a few hundred dollars of value.

    May 12, 2021
  • anon

    Sorry to hear you got the Philadelphia Treatment. USPS is awful here. They lie, falsifying scans of package whereabouts ( total misconduct/violation of procedure). OIG says call local Consumer Affairs (also in Philadelphia). Consumer Affairs lies, claims he falsified scans are just dome by an “automated “ system. Sometimes they says is a “systematic “ process. Yes. It is systematic. I’ve had double digits of cases fir these kinds of things. It’s clear fraud/ falsifying, but OOG does nothing. We can’t expect local Consumer Affairs to police themselves. According to expose by Washington Post & OIG’s own audits of the Post Office—deliberately falsifying scans can boot the appearance of local post office performance—never mind how it erodes consumer confidence & ultimately causes us to hate USPS/ need to use alternative private delivery services. This misconduct, unchecked, will be the death of the Post Office. How horrible when their own dishonesty causes wicked corporations like FedEx to put them out of business. I do not want for profit corporations handling our election ballots …but here we are. USPS needs new leadership. Hope USPS resolves

    May 18, 2021
  • anon

    I sent a certified letter from Silver Spring, Md to Philadelphia, PA on April 20, 2021 and it has been in transit for the past 15 days, going to the National Passport Processing office. I could have driven to Philly in 2hrs. What could possibly be the hold up, unless it is lost and no one will tell me.

    May 12, 2021
  • anon

    The exact same thing is happening to me right now. Going on two weeks and still no update. Any news on yours?

    Jun 25, 2021
  • anon

    May 8, 2021 In Transit, Arriving Late Your package will arrive later than expected, but is still on its way. It is currently in transit to the next facility. May 4, 2021, 5:10 am Arrived at USPS Regional Facility AUSTIN TX DISTRIBUTION CENTER May 4, 2021, 12:44 am Departed USPS Facility IRVING, TX 75059 May 3, 2021, 9:09 pm Arrived at USPS Facility IRVING, TX 75059 May 3, 2021, 2:51 am Departed USPS Regional Facility CHICAGO IL INTERNATIONAL DISTRIBUTION CENTER May 2, 2021, 7:53 am Arrived at USPS Regional Facility CHICAGO IL INTERNATIONAL DISTRIBUTION CENTER April 24, 2021, 6:32 pm Processed Through Facility ISC CHICAGO IL (USPS) Origin Post is Preparing Shipment April 23, 2021, 5:29 pm Processed Through Facility TORONTO-A, CANADA April 21, 2021, 4:39 pm Acceptance CANADA

    May 10, 2021
  • anon

    The richest, most powerful country in the world, and we can't even get our mail delivered on time... not even close to on time! I just got done dealing with a broken cell phone that was replaced by my insurance. I had 10 days to return the broken phone from them using the preprinted first class label and box they provided. I left it at the post office February 27, 2 days after I received my replacement. Figured all was good. Sent in with my life. 25 days later, I get a letter from the insurance company saying I owe them $902 for the non-returned phone. I call USPS, raging inside but polite, the just chuckles a Irie and says "this hairball ask the time!" I have them open an "investigation" (which means they look up the tracking number and find it was never even scanned into the system! Which I already did dozens of times!) I get an email from the investigation team 3 days later saying, "Sorry, your package has been lost. Thanks for using USPS though!" 2 months later, just out of curiosity. I check the tracking number to find that it was magically delivered to the insurance company. 2 months first class mail means 2 months to travel from Washington to Texas. What a steaming turd of a system the USPS is! I can't wait for it to disappear and be replaced by a system that actually knows how to do their job!

    May 10, 2021
  • anon

    We need help with the post office in Bessemer Alabama. Our mail is always late. We get mail delivered to our house only 2 or 3 times a week. Somethings never get delivered. It's a problem all over this area not just me. You should check out the compliments on the local post office website Please help.

    May 10, 2021
  • anon

    What is the point of leaving a message if you can't tell the truth and the truth is employees in the post office still I've had to happen to me and countless friends and family members especially in North Carolina and you want to hide that I don't understand that is the male delayed maybe maybe not yes delayed we can understand the common situation but it's also delayed because it's never coming I've had two family members delivered boxes completely empty actually somebody left their food trash in the box as another smack in the face but no mine my information might not even get posted so other people know what's going on because it's hurting the post office give me a break what you want to tell all about cherries and roses I will say the post office as a whole is an awesome company awesome people great staffed good people who work hard I give that to them who do a job that most couldn't do I give that to them but the areas where you need attention you don't give it Charlotte North Carolina is a distribution center that steals the hell out of people's boxes whether it's shoestrings or Adderall they steal.

    May 06, 2021
  • anon

    FedEx and United Parcel Service have no problem. Amazon has become incredibly fast.

    May 03, 2021
  • anon

    Unfortunately Amazon hands off to USPS and never delivers. All my Amazon orders were being marked "attempted delivery" so we started waiting at mailbox every day. No surprise our courrier was leaving them at the office and just filled out attempted delivery because shes too lazy to drive up yo our house. After filing a complaint our postmaster decided they would no longer deliver to our address after all these years. These people in marietta sc are just plain lazy and not to mention, liars at best.

    May 05, 2021
  • anon

    It’s not just ur area hon sad but true . We had one tell us it was to heavy for them to bring out yet we have received stuff a lot heavier at our house and was also marked as attempted but wasn’t had not even been to our box yet that day . And another time was marked as dilvered but guess what she brought it to our house on Sunday this has happen several times since when does usps work sundays ??

    May 07, 2021
  • anon

    48043 zip code MT. Clemens Michigan

    May 03, 2021
  • anon

    Lanexa , VA 23089. We are dealing on and of with delayed mail which is not good. But the worse is missing mail ! Talking about bank statements , credit card statements , and mail from the US treasury. Also last year when we had bank and credit card statements missing, a few months later we had a fraudulent high charge on our credit card . Makes me wonder if it had to do with the missing mail pieces , which included account numbers. Is there somewhere a fox in the hen house ? I do not want to accuse anyone , but there are problems going on through the years. Years ago my mother sent me every so often some money in letters , which went missing several times . So eventually she stopped doing it , because it was a hit or miss , if I would receive it. It also angers me that if a “ fox “ get’s caught , this person only gets a slap on the hand. Stealing mail , etc , should get big time punishment . Otherwise working for the postal service can be heaven , for a person that has no good in mind. Thanks goodness most postal workers are good honest people. But the foxes under them , can surely do harm. Thanks for listening. Sadly I know that nothing will change.

    May 03, 2021

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