About Service Performance
The Postal Service’s ability to provide acceptable service is an ongoing concern across the United States. The Office of Inspector General reviews service performance and makes recommendations on where and how the USPS can improve. Our work encompasses nationwide performance, as well as specific areas of particular concern.
It is critical that service performance be properly tracked, measured and reported transparently. To that end, we will continue to update this page with our most recent service reports and data to track the Postal Service’s progress in this area.
This dashboard includes fiscal quarter scores for the last five years. Please see FAQs below for more information regarding this dashboard.
COMPLETED OIG REPORTS
OPEN SERVICE PERFORMANCE PROJECTS
|Project Title||Project Start Date||Project Number|
|Mail Delivery, Customer Service, and Property Conditions Review - Southern Maine Carrier Unit||23-076-5|
|Efficiency of Operations at the Southern Maine Processing and Distribution Center, ME||23-075|
|Mail Delivery, Customer Service, and Property Conditions Review - Lewiston Post Office, Lewiston, ME||23-076-2|
|Mail Delivery, Customer Service, and Property Conditions Review - Sanford Main Post Office, Sanford, ME||23-076-4|
|Mail Delivery, Customer Service, and Property Conditions Review - Industrial Park Annex, Saco, ME||23-076-1|
|Mail Delivery, Customer Service, and Property Conditions Review - Main Office Carrier Section, Portland, ME||23-076-3|
|Postal Service's Use of Automated Guided Vehicles||23-057|
|Review of USPS Sorting and Delivery Centers in FY23 Q1 and Q2||23-062|
|Assessment of Safety and Security of Surface Transportation||23-055|
|Progress Made to Reduce Mail Excluded from Service Measurement||23-035|
|Mail Delivery, Customer Service, and Property Conditions Review - Princeton Branch||23-050-4|
|Mail Delivery, Customer Service, and Property Conditions Review - Doral Branch||23-050-2|
|Efficiency of Operations at the Miami Processing and Distribution Center||23-049|
|Mail Delivery, Customer Service, and Property Conditions Review - Flagler Station||23-050-3|
|Mail Delivery, Customer Service, and Property Conditions Review - Allapattah Station||23-050-1|
|Service Performance During the FY 2023 Peak Mailing Season||23-025|
|Fiscal Year 2022 Capping Report - Mail Delivery, Customer Service, and Property Condition Reviews - Central Area||23-029|
|Fiscal Year 2022 Capping Report - Efficiency of Operations at Processing and Distribution Centers in the Western Region||23-034|
|Efficiency of Surface Transfer Centers in the Western Pacific Region||23-031|
|Postal Service’s Communication and Performance Measurement of Sorting and Delivery Centers||22-203|
|Supply Management’s Investment Recovery||22-185|
|Serving America: Contract Postal Unit & Village Post Office Operations||22-201|
|Late Trip Payment Process for Highway Contract Routes||22-202|
|Address Management System for Rural Routes||22-200|
|Assessment of U.S. Postal Service Trailer Utilization||22-186|
|Service Performance of Election Mail for the 2022 Mid-Term Election||22-187|
|Postal Service Non-Career Turnover Follow-up||22-180|
SERVICE PERFORMANCE FAQ
Districts (territories) in green mean they are meeting or exceeding the on-time target. Districts in blue mean they are below the on-time target.
A service standard is the stated delivery performance goal for a mail class. A service standard reflects the number of days after acceptance a mail piece can be expected for delivery.
Select a mail class from the drop-down menu at the top of the dashboard. The “Mail Class” description is on the right side of the dashboard.
The USPS reported scores for 67 geographical districts through Q4 FY2020, then for 12 geographical divisions that replaced the 67 districts for Q1 FY2021, back to 67 districts for Q2 FY2021. Soon, the USPS will report scores based on the new geographical structure of 50-districts. Each set of geographical configurations encompasses different territories.
The boundaries represent the USPS’s regional districts, except for Q1 FY 2021, when the USPS reported its service performance data as larger regional divisions.
No, because the USPS doesn’t report scores for Periodicals at the district level.
The dashboard includes four mail classes: First-Class Single-Piece, First-Class Presort, Marketing, and Packages.
FY 2023 (Current) – Period represents current service targets. The Postal Service implemented new service performance targets for First Class, Periodicals, and Marketing Mail.
FY 2022 (Service Standard change) – The Postal Service implemented new Service Standards and changed the targets for First-Class Mail, Periodicals, and Marketing mail on October 1, 2021.
FY 2021 (COVID Period) – Period represents targets the USPS Board of Governors approved on May 6, 2021, these service targets account for the impacts of COVID-19 on service.
FY 2018 to Q2 FY 2020 (Pre-COVID) – Period represents service targets before COVID-19.
The dashboard includes scores for fiscal quarters for the last five years.
The update information is at the bottom right corner of the dashboard.
The PRC publishes the quarterly service scores on its website four to six weeks after a fiscal quarter ends. The service performance dashboard is then updated one to two weeks after the PRC publishes the scores. Currently, the dashboard update is a manual process; however, in the future, when USPS reports the service scores in the new 50-district format, we will work towards automating the dashboard data refreshes.
The USPS provides the quarterly service scores to the Postal Regulatory Commission (PRC). The data powering the dashboard is taken from the PRC’s website.
Having a Problem with USPS Mail Delivery?
If you are having problems with day-to-day mail delivery and other USPS customer service related issues you may file a complaint online.
Additional information can also be found on the OIG Helpful Links.
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