USPS customer experience can often feel like an oxymoron. If there is a government agency not known for great service, it is the United States Postal Service.
Customer reviews are often poor, with complaints ranging from lost or misrouted packages to negative interactions with postal employees. And doesn’t it seem like the mail sometimes takes forever?
To its credit, however, USPS is trying to improve matters with a detailed modernization project that will feature updated storefront layouts, expanded self-service capabilities, and more in-person government services such as fingerprinting and passport applications. The changes have arrived at three post offices in Georgia, Florida, and Texas, with hundreds more retail locations slated for upgrades.
Postal officials say the program will help the agency evolve digitally to keep up with the times as it has faced outdated infrastructure amid financial challenges and declining mail volumes. And they are not subtle about their overarching goal: Enhancing the experience of the 655 million customers who visit the nation’s more than 31,000 post offices each year.
