Improving Service Performance and Mail Processing Efficiencies at Historically Low Performing Facilities

The U.S. Postal Service needs effective and productive operations to fulfill its mission of providing prompt, reliable, and affordable mail service. In recent years, service performance and Postal Service efficiency has trended downward. In response, the Postal Service established strategies in its 10-year Delivering for America plan to improve service performance and mail processing efficiencies.

Our objective was to evaluate service performance and processing efficiencies at 10 low performing mail processing facilities and determine potential areas for improvement. To accomplish our objective, we conducted observations and interviews at the 10 selected facilities. We also reviewed mail processing productivity data for letters, flats, packages, and manual operations; service performance and trends for First‑Class, Periodicals, Marketing and Parcels; mail processing staffing (e.g., employee availability, turnover, etc.); and training and maintenance challenges. Our scope period was fiscal year (FY) 2020 to FY 2022, Quarter (Q)1.