USPS OIG – Field Operations Service Review: Processing and Logistics Operations

Background

The U.S. Postal Service needs effective and productive operations to fulfill its mission of providing prompt, reliable, and affordable mail service. It has a vast transportation network that moves mail and equipment between approximately 315 mail processing facilities. During fiscal years 2023 and 2024, we audited 24 mail processing facilities, assessing transportation and processing operational efficiency.

What We Did 

Our objective was to evaluate trends in service and operational performance at previously audited mail processing facilities to determine potential areas for improvement. For this audit, we interviewed regional and mail processing facility management, analyzed pertinent Postal Service system data for 24 previously audited mail processing facilities, and revisited six of these facilities.

What We Found

We identified persistent issues in the areas of delayed mail reporting, late and canceled outbound trips, and safety and security policies. In addition, though scanning compliance improved at some facilities, scanning scores were still generally below the goal. We also found that service performance for First‑Class Mail stayed relatively consistent, but was below target, while service for Priority Mail and Ground Advantage declined. While the lack of oversight by management continues to contribute to most of the issues found, the Postal Service has opportunities to improve information accuracy and enforcement of existing policy. Specifically, facilities continued to have inaccurate reporting of delayed mail in the Mail Condition Visualization system due to a lack of training and out-of-date policy. We found incomplete scanning load and unload data was due to a lack of scanner availability and accountability. Many of these facilities continue to have high late and canceled outbound trip percentages caused by inconsistent reviews of transportation schedules. Finally, we found that facilities did not consistently follow mail safety and security policies and procedures.

Recommendations and Management’s Comments

We made seven recommendations to address the identified issues, and management generally agreed with six of the recommendations. Management’s comments and our evaluation are at the end of each finding and recommendation. We consider management’s comments responsive to the agreed recommendations, as corrective actions should resolve the issues identified. We will work with management through the audit resolution process on the remaining recommendation.