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Mail Delivery, Customer Service, and Property Condition Reviews – Select Units, Columbus, OH Region

Audit Reports

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    22-052-R22 Cover
Apr
13
2022
Report Number:
22-052-R22
Report Type:
Audit Reports
Category: Service Performance, Facilities, Delivery / Mail Processing, Field Operations Review

Mail Delivery, Customer Service, and Property Condition Reviews – Select Units, Columbus, OH Region

We performed a self-initiated audit at the Columbus, OH, Processing and Distribution Center (P&DC) and three delivery units serviced by the P&DC during the week of January 10, 2022. The delivery units included the Lewis Center Main Post Office, and the East City Annex and South Columbus Stations and in Columbus, OH.

We issued individual reports for the three delivery units and the P&DC we visited. We also issued another report summarizing the results of our audits at all three delivery units with specific recommendations for management to address.

Delivery Units - Summary of Results
Controls Reviewed Deficiencies Identified – Yes or No
Lewis Center East City Annex South Columbus
Unreported Delayed Mail No Yes Yes
Package Scanning Yes Yes Yes
Truck Arrival Scanning Yes  No Yes
Property Conditions Yes No Yes

We identified deficiencies affecting mail delivery, customer service, and property conditions at all four delivery units. Specifically, we found deficiencies with three of the four areas we reviewed.

P&DC – Summary of Results
Audit Area Issues Identified
Yes No
Clearance Times   X
Delayed Mail   X
Late and Extra Outbound Trips   X
Load Scans X  

We identified deficiencies in one of the four areas we reviewed that affected the efficiency of operations at the Columbus P&DC.

 

Processing and Delivery Unit Reports

Report Title Date Report Type Category
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Efficiency of Operations at the Columbus OH, Processing and Distribution Center Audit Reports Service Performance, Facilities, Delivery / Mail Processing
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Mail Delivery, Customer Service, and Property Conditions Review - East City Annex, Columbus, OH Audit Reports Service Performance, Facilities, Delivery / Mail Processing
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Mail Delivery, Customer Service, and Property Conditions Review – Lewis Center (OH) Main Office Audit Reports Service Performance, Facilities, Delivery / Mail Processing
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Mail Delivery, Customer Service, and Property Conditions Review – South Columbus (OH) Station Audit Reports Service Performance, Facilities, Delivery / Mail Processing

Report Recommendations

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

Develop a plan to ensure that all committed mail is delivered daily, all delayed mail volume is entered into the proper system, and management systematically reviews data and enforces reporting compliance at the South Columbus Station and East City Annex.

Closed $0 Agree
2

Develop and execute a plan to ensure that employees at the Lewis Center Main Post Office, South Columbus Station, and East City Annex follow standard operating procedures for package scanning and handling, and that unit management systematically reviews scan data and enforces compliance.

Closed $0 Agree
3

Develop and execute a plan to ensure management at the Lewis Center Main Post Office and South Columbus Station reviews truck/trailer arrival scanning performance daily and enforces compliance.

Closed $0 Agree
4

Address all building maintenance and safety issues identified at the Lewis Center Main Post Office and South Columbus Station.

Closed $0 Agree