City Delivery and Customer Service Operations – Red Hook Station, NY
Background
In fiscal year (FY) 2014, the U.S. Postal Service’s Triboro District received 41,953 customer complaints regarding mail delivery and customer service; 378 of these complaints were about the Red Hook Station (Station), NY, a unit of a main Post Office. Station customers complained about misdelivered, irregular, and untimely mail delivery; inadequate retail window service; and limited access to postal services at alternate locations.
This audit responds to a request from Congresswoman Nydia M. Velazquez of New York to review customer complaints regarding mail delivery and customer service. Our objectives were to evaluate whether mail was delivered accurately and timely, and if customers’ needs were addressed at the Station.
What The OIG Found
Station personnel generally delivered mail to correct addresses and fulfilled customer needs. However, we found customers experienced some misdelivered, irregular, and untimely mail delivery. In FY 2014, Station mail carriers delivered over 15.9 million pieces of mail. During this period, the Station received 33 complaints regarding misdelivered mail, 140 complaints of irregular mail delivery, and 34 complaints of untimely delivery of mail. Further, we found 23 of 378 customer complaints (6 percent) received at the Station were not resolved on time. Finally, our review of Point-of-Sale surveys and retail data indicated instances of discourteous service and long wait times in line, while our observations identified poor upkeep of the Station. In FY 2014, 12 customers responded to the Point-of-Sale surveys. In 10 of these surveys, customers responded with negative comments about the sales and service associate who assisted them. Furthermore, wait times in line failed to meet standards in nine of 18 tests during FYs 2013 and 2014.
These issues occurred due to insufficient supervision at the Station. Specifically, supervisors did not always follow guidelines, establish clear expectations for work performance, address negative feedback, or clearly communicate with staff. We also found other operational issues, but are not making recommendations concerning them because management has addressed or is addressing them.
Improving delivery and customer service relating to the Station would enrich the customer experience and enhance the Postal Service’s relationship with the public.
In other matters, congressional staff asked us to assess alternate retail access, including collection boxes. We identified 16 alternate retail locations within 1 mile of the Station delivery area serving customers, including eight collection boxes.
What The OIG Recommended
We recommended the district manager, Triboro District, inform customers about the gopost® lockers, continue to pursue centralized parcel operations, adjust mail arrival from plants, and update the integrated operations plan. We also recommended communicating alternate retail access locations to customers. Finally, we recommended the district manager, Triboro District, direct the manager, Station, to maintain a customer complaint control log, give custodial personnel written instructions for cleaning the facility, and ensure compliance with those instructions.