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Mail Delivery, Customer Service, and Property Conditions Review – Select Units, Albuquerque and Santa Fe, NM Region

Audit Reports

  • Image
    22-132-R23 Cover
Sep
20
2022
Report Number:
22-132-R22
Report Type:
Audit Reports
Category: Service Performance, Delivery / Mail Processing, Field Operations Review

Mail Delivery, Customer Service, and Property Conditions Review – Select Units, Albuquerque and Santa Fe, NM Region

Summary

We performed a self-initiated audit at the Albuquerque, NM Processing and Distribution Center (P&DC) and four delivery units serviced by the P&DC during the week of June 6, 2022. The delivery units included the Rio Rancho Branch, Richard J. Pino and Coronado Stations, and the Santa Fe Main Post Office.

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

Delivery Units - Summary of Results
Controls Reviewed Deficiencies Identified – Yes or No
Rio Rancho Richard J. Pino Coronado Santa Fe Main
Unreported Delayed Mail Yes Yes Yes Yes
Package Scanning Yes Yes Yes Yes
Truck Arrival Scanning Yes Yes No No
Property Conditions Yes Yes Yes Yes

We identified deficiencies affecting mail delivery, customer service, and property conditions at all four delivery units. Specifically, we found deficiencies with all 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
Other- Transportation x  

We did not identify any issues related to the four areas we reviewed affecting the efficiency of operations at the Albuquerque, AZ P&DC. We identified one deficiency related to transportation.

Processing and Delivery Unit Reports

Report Title Date Report Type Category
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22-134-R23 Cover
Efficiency of Operations at the Albuquerque, NM, Processing and Distribution Center Audit Reports Service Performance, Delivery / Mail Processing
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22-132-4-R23 Cover
Mail Delivery, Customer Service, and Property Conditions Review – Coronado Station, Santa Fe, NM Audit Reports Service Performance, Delivery / Mail Processing
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22-132-2-R23 Cover
Mail Delivery, Customer Service, and Property Conditions Review – Richard J. Pino Station, Albuquerque, NM Audit Reports Service Performance, Delivery / Mail Processing
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22-132-1-R23 Cover
Mail Delivery, Customer Service, and Property Conditions Review – Rio Rancho Branch, Rio Rancho, NM Audit Reports Service Performance, Delivery / Mail Processing
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22-132-3-R23 Cover
Mail Delivery, Customer Service, and Property Conditions Review – Santa Fe Main Post Office, Santa Fe, NM Audit Reports Service Performance, Delivery / Mail Processing

Report Recommendations

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

Develop a plan to ensure that all committed mail at the Rio Rancho Branch, the Richard J. Pino and Coronado Stations, and the Santa Fe Main Post Office are delivered daily; all delayed mail volume is measured and recorded as needed; and that management systematically reviews the data and enforces reporting compliance.

Closed $0 Agree
2

Develop a plan to ensure that unit management at the Santa Fe Main Post Office and Coronado Station are trained on standard operating procedures for properly counting mail volume when the need arises to report delayed mail.

Closed $0 Agree
3

Develop and execute a plan to ensure that all employees at the Rio Rancho Branch, the Richard J. Pino and Coronado Stations, and the Santa Fe Main Post Office are trained on standard operating procedures for package scanning and handling and that unit management systematically reviews scan data and enforces compliance.

Closed $0 Agree
4

Develop and execute a plan to ensure management at the Rio Rancho Branch and Richard J. Pino Station review truck/trailer arrival scanning performance daily and enforce compliance.

Closed $0 Agree
5

Address all building safety, security, and maintenance issues identified at the Rio Rancho Branch, the Richard J. Pino and Coronado Stations, and the Santa Fe Main Post Office.

Closed $0 Agree