Audit Reports

Image

Aug

2023

Report Number:

23-100-R23

Report Type:

Audit Reports

Category: Service Performance, Field Operations Review

Tennessee District: Delivery Unit Operations

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We performed a self-initiated audit at the Memphis Processing and Distribution Center (P&DC), a Mail Processing Annex (MPA), and five delivery units in the Memphis, TN region the week of May 1, 2023. The delivery units included the Collierville, Cordova, and Germantown Main Post Offices, Hickory Hill Station, and the Desoto Carrier Annex.

We issued individual reports for the five delivery units and the P&DC and MPA we visited. We also issued another report summarizing the results of our audits at all five delivery units with specific recommendations for management to address.

We identified deficiencies affecting mail delivery, customer service, and property conditions at the delivery units. Specifically, we found deficiencies with all five areas we reviewed for the Collierville Main Post Office, Desoto Carrier Annex, and Hickory Hill Station, and deficiencies with four areas at the Cordova and Germantown Main Post Offices:

Delivery Units - Summary of Results
Controls Reviewed	Deficiencies Identified – Yes or No
Controls Reviewed	Collierville MPO	Cordova MPO	Desoto Carrier Annex	Germantown MPO	Hickory Hill Station
Unreported Delayed Mail	Yes	Yes	Yes	Yes	Yes
Package Scanning	Yes	Yes	Yes	Yes	Yes
Truck Arrival Scanning	Yes	Yes	No	Yes	Yes
Arrow Keys	Yes	Yes	Yes	No	Yes
Property Conditions	Yes	Yes	Yes	Yes	Yes

We identified deficiencies in all four areas we reviewed that affected the efficiency of operations at the Memphis P&DC or MPA. We also identified deficiencies related to truck/trailer safety and security:

P&DC and MPA Summary of Results
Audit Area	Deficiencies Identified – Yes or No
	Memphis P&DC		Memphis MPA
	Yes	No	Yes	No
Clearance Times		X	X
Delayed Mail	X			X
Late, Canceled, and Extra Outbound Trips	X		X
Load Scans	X		X
Other Issues	X		X

Processing and Delivery Unit Reports

	Report Title	Date	Report Type	Category
Image	Collierville Main Post Office in Collierville, TN: Delivery Unit Operations	06/27/2023	Audit Reports	Service Performance, Facilities, Delivery / Mail Processing, Customer Service
Image	Cordova Main Post Office in Cordova, TN: Delivery Unit Operations	06/27/2023	Audit Reports	Service Performance, Facilities, Delivery / Mail Processing, Customer Service
Image	Desoto Carrier Annex in Memphis, TN: Delivery Unit Operations	06/27/2023	Audit Reports	Service Performance, Facilities, Delivery / Mail Processing, Customer Service
Image	Efficiency of Operations at the Memphis Processing and Distribution Center and Mail Processing Annex, Memphis, TN	06/27/2023	Audit Reports	Service Performance, Facilities, Delivery / Mail Processing
Image	Germantown Main Post Office in Germantown, TN: Delivery Unit Operations	06/27/2023	Audit Reports	Service Performance, Facilities, Delivery / Mail Processing, Customer Service
Image	Hickory Hill Station in Memphis, TN: Delivery Unit Operations	06/27/2023	Audit Reports	Service Performance, Facilities, Delivery / Mail Processing, Customer Service

Report Recommendations

#	Recommendation	Status	Value	Initial Management Response
1	Coordinate with Southern Area Human Resources and Headquarters Human Resources Shared Service Center to identify and implement strategies to fill clerk vacancies at the Collierville Main Post Office.	Closed	$0	Agree
2	Develop and execute a plan to ensure that all committed mail is delivered daily, and that management conducts a daily sweep to identify delayed mail at the Collierville Main Post Office, Cordova Main Post Office, Desoto Carrier Annex, Germantown Main Post Office, and Hickory Hill Station.	Closed	$0	Agree
3	Develop and execute a plan to verify that all delayed mail volume is entered into the proper system, and management systematically enforces reporting compliance at the Collierville Main Post Office, Cordova Main Post Office, Desoto Carrier Annex, and Germantown Main Post Office.	Closed	$0	Agree
4	Develop and execute a training plan that instructs management on the proper use of the 3M case at the Germantown Main Post Office.	Closed	$0	Agree
5	Develop and execute a plan to verify that unit management systematically reviews package scanning performance data daily and enforces compliance, and all employees are trained on standard operating procedures for package scanning and handling at the Collierville Main Post Office, Cordova Main Post Office, Desoto Carrier Annex, Germantown Main Post Office, and Hickory Hill Station.	Closed	$0	Agree
6	Develop and execute a plan that requires management to review truck/trailer arrival scanning performance data daily and enforce compliance at the Collierville Main Post Office, Cordova Main Post Office, Germantown Main Post Office, and Hickory Hill Station.	Closed	$0	Agree
7	Train responsible personnel on standard operating procedures for truck/trailer arrival scanning at the Cordova Main Post Office and Germantown Main Post Office.	Closed	$0	Agree
8	Develop and execute a training plan that instructs management and assigned staff at the Hickory Hill Station on the proper arrow key inventory process.	Closed	$0	Agree
9	Establish a schedule to periodically review arrow keys to ensure they are properly logged and accounted for at the Collierville Main Post Office, Cordova Main Post Office, Desoto Carrier Annex, and Hickory Hill Station.	Closed	$0	Agree
10	Provide training for management to periodically review property conditions for safety, security, and maintenance issues at the Collierville Main Post Office, Cordova Main Post Office, Germantown Main Post Office, and Hickory Hill Station.	Closed	$0	Agree
11	Address all outstanding building safety, security and maintenance issues at the Cordova Main Post Office and Hickory Hill Station.	Closed	$0	Agree

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Audit Reports

Tennessee District: Delivery Unit Operations

Processing and Delivery Unit Reports

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