Last Summer, neighbors reported service issues at the Greene Street Post Office, including mail not getting delivered and long wait times. After complaints from neighbors, U.S. Rep Dwight Evans and Senator Bob Casey requested an audit, which the Office of the Inspector General for the USPS did in August. Last Wednesday, a complete summary of audits went public that included recommendations.
There were five audit areas: delayed mail, package scanning, truck arrival scans, arrow keys (which letter carriers use to unlock blue street mailboxes and apartment building mail boxes), and property conditions. Here’s what was reported about the Germantown branch and its recommendations.
Delayed Mail
Findings
On October 25, 2022, there were 5,328 pieces of delayed mail. 2,064 were in the hot case (this is mail ready for delivery that carriers are supposed to pick up on their way out) area, and 3,264 pieces were spread between 36 carrier cases. Mail in the hot case was reported, but those in the carrier cases were not.
The next day, 779 pieces of delayed collection mail, including 25 pieces of Election Mail, of delayed collection mail were identified. The night supervisor said the unit could hold collection mail overnight and then dispatch it to the Processing & Distribution Center (P&DC) the following day. But, the mail remained at the Greene Street office after a truck left for the P&DC.
Why This Happened
All the carriers didn’t have arrow keys because some were missing from inventory. The night supervisor also didn’t know that delayed collection mail needed to be dispatched to the PD&C the day it was collected. Lastly, the station manager says he didn’t realize there was delayed mail collection, so he failed to dispatch it on the first truck.
What should have happened
Carriers who need an arrow key should have one. First-Class Mail, Priority Mail, and Priority Express Mail should be prioritized and delivered on the day of the receipt. Management should have reported all committed mail in the delivery unit after carriers had started their route as delayed or curtailed. They must also update volumes if it’s changed before the end of the business day. And as stated above, collection mail should be dispatched to the P&DC on the day it is collected.
Recommendations
- The District Manager should obtain enough arrow keys for the Germantown station carriers who need them.
- The District Manager should create and execute a plan to deliver all committed mail daily, and that station management should identify delayed mail through a daily sweep.
- The District Manager creates and executes a plan that requires all delayed mail volume to be entered into the proper system and that management systematically enforces reporting compliance.
Package Scanning
Findings
Employees improperly scanned packages at the delivery unit. The total number of packages employees scanned was 371 from July 2022 to September 2022.
On October 25, 2022, 38 packages were reviewed and analyzed using the tracking system before carriers arrived. 17 packages were from the carrier cases and 21 from the “notice left” (undeliverable) area. Nine of these had improper scans for various reasons:
- Five were missing an explanation for non-delivery
- Three were scanned as “Delivery Attempted – No Access,” but location tracking the scans were made away from the delivery point/address
- One from the carrier case was marked “Delivered,” though it has not gone out for delivery
Ten packages were marked as “notice left” but were not returned to the sender, ranging from six to 30 after their return date. Domestic packages must be returned on the 15th calendar day after notice is left, and international packages should be returned on the 30th calendar after notice is left.
Why It Happened
Management did not monitor and enforce the proper scanning and handling procedures. The night supervisor said her tracking tool had not worked for weeks.
What Should Have Happened
Daily monitoring of scan performance should have been done and enforced compliance. Packages in the “notice left” area should have been reviewed for a second notice and returned to the sender after the appropriate time (mentioned above).
Recommendations
- The District Manager should require unit management to do daily package scanning data reviews and create and execute a plan to train all employees on the standard operating procedures for package handling and scanning.
Truck Arrival Scanning
Findings
Morning truck arrival scan data was reviewed from July 1, 2022, through September 30, 2022. Out of 211 scheduled trucks from the PD&C, 66 were not scanned.
Why It Happened
The post office did not scan required incoming trucks because truck scans needed to be more effectively monitored by management. Management did not use the appropriate systems to monitor truck scans, though they said they did.
What Should Have Happened
Management should have reviewed truck arrival tracking reports to guarantee that employees fulfilled all expected truck scans. Trailer barcodes on related vehicles should be scanned when they arrive at the delivery unit.
Recommendations
- The District Manager should create and enact a strategy that requires management to review vehicle arrival scanning performance data daily and enforce compliance.
Arrow Keys
Findings
After reviewing the delivery unit’s inventory log for arrow keys, it was found that nine of the 40 keys were not listed on the inventory log, and 17 could not be found. While management says they reported this to the U.S. Postal Inspection Service, they could not provide the requested support. The keys were also found in unsecured spots, and carriers were not signing the daily log to acknowledge checkouts and returns.
Why It Happened
Due to improper oversight of inventory, management could manage nor safeguard the arrow keys. Carriers were sharing keys, and management would gather them at the end of the night to determine whether they were all there. If the carrier didn’t return a key, management would ask the carrier if they had it the following day.
What Should Have Happened
Management should have enforced arrow key security procedures. Postal service policy says management must keep an accurate inventory of all keys, and a semiannual physical survey of all building keys must be conducted. The policy also says arrow keys must remain secured until assigned. A supervisor or clerk must supervise these signouts. Arrow keys must be returned and deposited in a safe location, and a supervisor or clerk must account for these keys daily.
Recommendations
- The district manager should create and enact a training strategy instructing management on the proper arrow key inventory procedures.
- The District Manager should establish a periodic review of arrow keys to verify they are correctly logged and accounted for.
Property Conditions
The following safety and maintenance issues were found at the Germantown station:
- All the fire extinguishers were missing monthly inspections
- A blocked exit door
- A ladder on the workroom floor was not properly secured to prevent falling
- Wood flooring in poor condition throughout the building
- The women’s restroom had an inoperable toilet
- The front entrance door does not close properly
Why It Happened
Management prioritized other duties like getting the mail out over ensuring the facility conditions were corrected.
What Should Have Happened
Management should have reported issues as they arose and followed up for completion. They should have also provided adequate supervision of staff responsible for maintaining facilities. The Postal Service is required to maintain a safe environment for employees and customers. The Occupational Safety and Health Administration requires employers to provide a safe workplace free of hazards.
Recommendations
The District Manager should periodically review property conditions and address all outstanding building safety, security, and maintenance issues.
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