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Mail Delivery, Customer Service, and Property Condition Reviews - Delaware/Pennsylvania 2 District

Audit Reports

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    22-208 Cover
Feb
15
2023
Report Number:
22-208-R23
Report Type:
Audit Reports
Category: Service Performance, Field Operations Review

Mail Delivery, Customer Service, and Property Condition Reviews - Delaware/Pennsylvania 2 District

We performed self-initiated audits at the Philadelphia Processing and Distribution Center (P&DC) in Philadelphia, PA and three delivery units serviced by the P&DC during the week of August 15, 2022. The delivery units included the Germantown, Logan and North Philadelphia stations in Philadelphia, PA. We also audited the Delaware P&DC in Wilmington, DE and three delivery units serviced by the P&DC. The delivery units included the Marshallton and Edgemoor branches and the Lancaster Avenue station.

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

Delivery Units - Summary of Results
Controls Reviewed Deficiencies Identified – Yes or No
Philadelphia Delaware
Germantown
Station
Logan
Station
N. Philadelphia Station Marshallton Branch Edgemoor Branch Lancaster Avenue Station
Delayed Mail Yes Yes Yes Yes Yes Yes
Package Scanning Yes Yes Yes Yes Yes Yes
Truck Arrival Scanning Yes Yes Yes Yes Yes Yes
Arrow Keys Yes Yes Yes Yes Yes Yes
Property Conditions Yes Yes Yes Yes Yes Yes

We identified deficiencies affecting mail delivery, customer service, and property conditions at all six delivery units. Specifically, we found deficiencies with all five areas we reviewed.

P&DC – Summary of Results
Audit Area Issues Identified
Philadelphia Delaware
Clearance Times    
Delayed Mail X X
Late, Canceled, and Extra Outbound Trips X  
Load Scans X X
Other Issues N/A X

We identified deficiencies in three of the four areas we reviewed affecting the efficiency of operations at the Philadelphia P&DC. At the Delaware P&DC we identified deficiencies in two of the four areas we reviewed affecting the efficiency of operations, and we also identified issues related to truck/trailer safety and security procedures.

Processing and Delivery Unit Reports

Report Title Date Report Type Category
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Wilmington
Efficiency of Operations at the Delaware Processing and Distribution Center, Wilmington, DE Audit Reports Service Performance, Delivery / Mail Processing
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22-207-R23
Efficiency of Operations at the Philadelphia Processing and Distribution Center, Philadelphia, PA Audit Reports Service Performance, Delivery / Mail Processing
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Edgemoore
Mail Delivery, Customer Service, and Property Conditions Review – Edgemoor Branch, Wilmington, DE Audit Reports Service Performance, Delivery / Mail Processing
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Germantown
Mail Delivery, Customer Service, and Property Conditions Review – Germantown Station, Philadelphia, PA Audit Reports Service Performance, Customer Service
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Lancaster
Mail Delivery, Customer Service, and Property Conditions Review – Lancaster Avenue Station, Wilmington, DE Audit Reports Service Performance, Delivery / Mail Processing
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Philadelphia
Mail Delivery, Customer Service, and Property Conditions Review – Logan Station, Philadelphia, PA Audit Reports Service Performance, Delivery / Mail Processing
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22-208-4-R23
Mail Delivery, Customer Service, and Property Conditions Review – Marshallton Branch, Wilmington, DE Audit Reports Service Performance, Delivery / Mail Processing
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NorthPA
Mail Delivery, Customer Service, and Property Conditions Review – North Philadelphia Ste, PA Audit Reports Service Performance, Delivery / Mail Processing

Report Recommendations

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

Require the Germantown and North Philadelphia stations obtain enough arrow keys for all carrier routes that need them for delivery.

Closed $0 Agree
2

Develop and execute a plan so that all committed mail is delivered daily and management conducts a daily sweep to identify delayed mail at the Germantown Station, Logan Station, North Philadelphia Station, Marshallton Branch, Edgemoor Branch and Lancaster Avenue Station.

Closed $0 Agree
3

Develops and executes a plan that requires all delayed mail volume be entered into the proper system and that management systematically enforces reporting compliance at the Germantown Station, Logan Station, North Philadelphia Station, Marshallton Branch, Edgemoor Branch and Lancaster Avenue Station.

Closed $0 Agree
4

Require unit management to review package scanning performance data daily and enforce compliance, as well as develops and executes a plan to train all employees on the standard operating procedures for package scanning and handling at the Germantown Station, Logan Station, North Philadelphia Station, Marshallton Branch, Edgemoor Station, and Lancaster Avenue Station.

Closed $0 Agree
5

Develops and executes a plan that requires management to review truck/trailer arrival scanning performance data daily and enforce compliance at the Germantown Station, Logan Station, North Philadelphia Station, Marshallton Branch, Edgemoor Station, and Lancaster Avenue Station.

Closed $0 Agree
6

Develops and executes a training plan that instructs management on the proper arrow key inventory procedures at the Germantown Station, Logan Station, North Philadelphia Station, Marshallton Branch, Edgemoor Station, and Lancaster Avenue Station.

Closed $0 Agree
7

Establish a schedule to periodically review arrow keys to verify they are properly logged and accounted for at the Germantown Station, Logan Station, North Philadelphia Station, Marshallton Branch, Edgemoor Station, and Lancaster Avenue Station.

Closed $0 Agree
8

Review property conditions and address all outstanding building safety, security and maintenance issues identified at the Germantown Station, Logan Station, North Philadelphia Station, Marshallton Branch, and Lancaster Avenue Station.

Closed $0 Agree