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Background

The U.S. Postal Service is committed to providing customers with real-time visibility and control of their mail and package delivery services. The Mail service's goal is to browse all barcoded mailpieces (flats, letters, and packages) that enter the mailstream and track those items with additional scans upward to the indicate of delivery. Scanning accuracy is critically important to the success of real-time visibility.

The Postal service'south scanned package volume increased from iii.5 billion in fiscal twelvemonth (FY) 2015 to 4.3 billion in FY 2016 – an increment of 22 percent. From July one through December 31, 2016, the Postal Service scanned over 2 billion packages sent to over 136 million delivery locations on over 227,092 routes throughout the state.

The Postal Service measures package commitment service performance from the indicate of acceptance through first delivery attempt. When a carrier attempts to deliver a package at the delivery location, it gets a stop-the-clock scan, indicating the Mail service has completed its delivery to evangelize or attempt to deliver the package.

Carriers use a handheld Mobile Commitment Device (MDD) to scan and transmit package tracking data. MDDs use a cellular network and Global Positioning System (GPS) technology to obtain real-time commitment tracking and location information. If an MDD is not available, carriers tin employ the predecessor, Intelligent Mail® Device (IMD). Notwithstanding, the IMD does not provide GPS information or real-fourth dimension commitment tracking information.

Carriers use an MDD to perform terminate-the-clock scans for packages at the bodily commitment location in order for customers to receive accurate parcel tracking notifications in real-time. These end-the-clock scans performed at any location other than the designated commitment location (excluding caller service, vacation holds, post function box deliveries, undeliverable as addressed, and concern closed) are considered improper. Commitment unit management use several Product Tracking and Reporting System daily reports for managing scanning condition and performance for their unit, including the Showtime-of-Day, Stop-of-Solar day, and Browse Information Integrity reports.

This audit was self-initiated based on our information analytics indicating an increasing number of questionable or improper commitment scans occurring at delivery units and about 1.4 million customer complaints in FY 2017 related to commitment.

Our objective was to assess the package commitment scanning procedure in city delivery operations.

What the OIG Institute

Opportunities exist to meliorate the Post's packet scanning processes in delivery operations to minimize improper delivery scans. Of the 2 billion scans for the menses July 1 through December 31, 2016, nosotros identified 25.five million scans that occurred betwixt seven p.m. and when the carrier clocked out for delivery the post-obit morning time. Nosotros used GPS location data to further analyze these 25.five one thousand thousand scans and found that, of these, xv.3 million (60 per centum) were performed at a location outside of the delivery unit, therefore we did not identify them equally improper. However, nearly 1.9 million scans (vii percent) were improper end-the-clock scans that occurred at commitment units instead of at the commitment location.

An additional 8.3 meg of the 25.five million commitment scans (33 percent) had no respective location data. For these eight.3 one thousand thousand scans, carriers used MDDs for 2.3 meg of the scans and IMDs for 6 meg of the scans. While the IMDs exercise not provide GPS data, we estimate the lack of location data for a majority of the two.3 million MDD scans was due to GPS signal obstruction. Therefore, it was not possible to determine if the eight.three million scans were proper or improper.

These scans occurred because:

• Commitment unit personnel did not e'er follow proper scanning procedures.

• Employees sometimes experienced technical limitations with the MDDs, including delayed transmissions and signal obstruction.

• Management's oversight tool, the Scan Data Integrity report, does non identify all improper browse events such as those that can occur at the delivery unit.

Lastly, we identified 105 million scans (v per centum of the total number of scans in the flow reviewed) performed using [redacted].

This occurred considering the scanners [redacted]. Management has taken or initiated cosmetic actions to address these bug; therefore, we volition not brand recommendations in these areas.

Customers rely on authentic information to track their packages in real-time and receive notification of an expected delivery window. Past improving scanning operations, the Mail service can improve delivery operation and reduce customer delivery complaints, while meeting the goal of providing customers with real-time visibility over their postal service.

What the OIG Recommended

We recommended management:

• Go along to reinforce the importance of adhering to parcel scanning guidelines and policies.

• Develop a process that will allow carriers to browse multiple packages to a single delivery address to provide accurate commitment information to customers.

• Review results of the Delivery Partners Programme for colleges and universities and the USPS Partner Mobile Application Pilot and consider implementing any best practices for drop houses.

• Develop an MDD warning message/alarm to deter scans at delivery units.

• Create a reason code for manual entry of stop-the-clock scans; and

• Update the Scan Data Integrity study to track improper scans performed at commitment units.

Read full report

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Source: https://www.uspsoig.gov/document/package-delivery-scanning-%E2%80%95-nationwide

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