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Audit Reports

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Audit Reports
Category: Service Performance, Delivery / Mail Processing

Mail Delivery, Customer Service, and Property Conditions Review – Plainfield 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 Plainfield Main Post Office (MPO) in Plainfield, IN (Project Number 22-085). The Plainfield MPO is in the Indiana District of the Central Area and services ZIP Code 46168, which serves about 29,744 people and is considered an urban community. We judgmentally selected the Plainfield MPO 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 Plainfield MPO in Plainfield, 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 Plainfield MPO 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 Postal Service with timely information regarding the conditions we identified at the Plainfield MPO. We will issue a separate report6 that provides the U.S. Postal Service with the overall findings and recommendations for all three delivery units. See Appendix A for additional information about our scope and methodology.