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Audit Reports

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Dec
06
2021
Report Number:
21-233-R22
Report Type:
Audit Reports
Category: Delivery / Mail Processing, Service Performance

Mail Delivery and Customer Service Operations – Ashford West and Westbury Stations, Houston, TX

Background

This report responds to a request from U.S. Representative Lizzie Fletcher, 7th Congressional District of Texas, to evaluate select mail delivery and customer service operations and determine if internal controls are effective at the Ashford West and Westbury Stations in Houston, TX. Representative Fletcher’s June 2021 request specifically mentioned lost mail and the removal of drive-up collection boxes.

The two stations are in the Postal Service’s Texas 2 District in the Southern Area and have a combined 116 city routes. Staffing at the stations includes 130 full-time city carriers, 58 part-time city carriers, 15 full-time clerks, and 4 part-time clerks.

Report Recommendations

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

We recommend the District Manager, Texas 2 District, develop and implement an action plan requiring supervisors to verify that the Ashford West and Westbury Stations are clear of all committed mail daily when the carriers begin street deliveries and that carriers do not return deliverable mail to the stations.

Closed $0 Agree
2

We recommend the District Manager, Texas 2 District, develop and implement an action plan to require management to verify that all delayed mail is reported in the Customer Service Daily Reporting System and all committed mail is distributed to carriers before the daily Distribution Up-Time at the Ashford West and Westbury Stations. The plan should also require the expected delivery day to be accurately reflected for parcels at the Westbury Station.

Closed $0 Agree
3

We recommend the District Manager, Texas 2 District, develop and implement an action plan to verify that employees at the Ashford West and Westbury Stations follow standard operating procedures for scanning and that management systematically review and monitor scan data for compliance.

Closed $0 Agree
4

We recommend the District Manager, Texas 2 District, develop and implement an action plan to verify that employees at the Ashford West and Westbury Stations comply with mail truck arrival scanning requirements.

Closed $0 Agree
5

We recommend the District Manager, Texas 2 District, develop and implement an action plan verifying that management at the Ashford West and Westbury Stations complete all activities required in the PM Supervisor Review Checklist daily.

Closed $0 Agree
6

We recommend the District Manager, Texas 2 District, develop and implement an action plan to verify management at the Westbury Station maintains a current arrow lock key inventory and properly secures arrow lock keys when carriers return from their routes.

Closed $0 Agree