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Audit Reports
Category: Service Performance, Delivery / Mail Processing

Mail Delivery, Customer Service, and Property Conditions Review – Carmel Main Post Office, IN


This interim report presents the results of our self-initiated audit of mail delivery, customer service, and property conditions at the Carmel Main Post Office in Carmel, IN (Project Number 22-086). The Carmel Main Post Office is in the Indiana District of the Central Area and services ZIP Codes 46032 and 46033, which serves about 76,498 people and is considered an urban community. We judgmentally selected the Carmel Main Post Office based on the number of stop-the-clock (STC) scans occurring at the delivery unit, rather than at the customer’s delivery address.

Objective, Scope, and Methodology

Our objective was to evaluate mail delivery, customer service, and property conditions at the Carmel Main Post Office in Carmel, IN.

To accomplish our objective, we focused on these four audit areas: delayed mail, package scanning, truck arrival scans, and property conditions. Specifically, we reviewed delivery metrics including the number of routes and carriers, mail arrival time, amount of reported delayed mail, package scanning, and distribution up-time. During our site visit the week of March 14, 2022, we reviewed mail conditions; package and truck arrival scanning procedures; and unit safety, security, and maintenance conditions. We also analyzed the scan status of mailpieces at the carrier cases and in the “Notice Left” area and interviewed unit management and employees. We discussed our observations and conclusions as summarized in Table 1 with management on April 29, 2022, and included their comments where appropriate.

The Carmel Main Post Office is one of three delivery units5 the U.S. Postal Service Office of Inspector General (OIG) reviewed during the week of March 14, 2022, that are serviced by the Indianapolis Processing and Distribution Center (P&DC). We issued this interim report to provide the U.S. Postal Service with timely information regarding the conditions we identified at the Carmel Main Post Office. We will issue a separate report6 that provides the Postal Service with the overall findings and recommendations for all three delivery units. See Appendix A for additional information about our scope and methodology.