Some USPS Delivery Standards Are Not Useful and Transparent and Do Not Reflect Current Mail Operations

Some USPS standards for timely mail delivery are inadequate because of  limited usefulness and transparency. Outdated standards are unsuitable as  benchmarks for setting realistic expectations for timely mail delivery,  measuring delivery performance, or improving service, oversight, and  accountability. This limited  scope of measurement was not disclosed on USPS’s Web site. Two key impediments  involve limitations in technology, which limited USPS’s ability to track  mail from entry to delivery; and limited mailer participation in providing  information needed to facilitate performance measurements, which  limited the representativeness of the performance data collected. In  addition, data quality deficiencies and cost concerns have impeded  progress. USPS Plans to Improve Service Performance, But Not to Implement Representative Measures of Delivery Performance Across All Product Lines

Although USPS plans to improve its service performance, it has no current  plans to implement additional representative measures of delivery  performance. USPS  management commitment and more effective collaboration with mailers  will be critical for resolving impediments to delivery performance  measurement and reporting. Recommendations for Executive Action

To facilitate greater progress in developing complete delivery performance  information, we recommend that the Postmaster General take the  following four actions:  1.  modernize delivery standards for all major types of mail so that they  reflect USPS operations and can be used as benchmarks for  understanding and measuring delivery performance;  2.  provide a clear commitment in USPS’s Comprehensive Statement on  Postal Operations to develop a complete set of delivery performance  measures for each major type of mail that is representative of overall  delivery performance;  3. implement representative delivery performance measures for all major  types of mail by providing more effective collaboration with mailers  and others to ensure effective working relationships, follow-through,  accountability, and results; and  4. improve the transparency of delivery performance standards,  measures, and results by publicly disclosing more information,  including in its Comprehensive Statement on Postal Operations and  other annual performance reports to Congress, as well as providing  easily accessible information on its Web site. Without sufficient transparency, oversight and accountability  are limited. We agree with USPS’s focus  on improving service and holding its managers accountable for results. However,  USPS has not yet achieved its aim of a “balanced scorecard” for delivery  performance because its delivery performance measures cover less than  one-fifth of mail volume, and these measures do not cover Standard Mail,  bulk First-Class Mail, Periodicals, and most Package Services mail. Our draft report also  stated that delivery standards are outdated for several types of mail,  including Standard Mail, some Periodicals, and most Package Services,  because they have not been updated in many years to reflect significant  changes in the way mail is prepared and delivered. Postal Service (USPS) has established, (2) the  delivery performance information on the timely delivery of mail that USPS  measures and reports, and (3) the progress USPS has made in improving  its delivery performance information.
Why GAO Did This Study

U.S. Postal Service (USPS) delivery performance standards and results, which are central to its mission of providing universal postal service, have been a long-standing concern for mailers and Congress. Standards are essential to set realistic expectations for delivery performance and organize activities accordingly. Timely and reliable reporting of results is essential for management, over-sight, and accountability purposes. GAO was asked to assess (1) USPS's delivery performance standards for timely mail delivery, (2) delivery performance information that USPS collects and reports on timely mail delivery, and (3) progress made to improve delivery performance information.

What GAO Found

USPS has delivery standards for its major types of mail, but some have not been updated in a number of years to reflect changes in how mail is prepared and delivered. These outdated standards are unsuitable as benchmarks for setting realistic expectations for timely mail delivery, measuring delivery performance, or improving service, oversight, and accountability. USPS plans corrective action to update some standards. Also, some delivery standards are not easily accessible, which impedes mailers from obtaining information to make informed decisions. USPS does not measure and report its delivery performance for most types of mail. Therefore, transparency with regard to its overall performance in timely mail delivery is limited. Representative measures cover less than one-fifth of mail volume and do not include Standard Mail, bulk First-Class Mail, Periodicals, and most Package Services. Despite recent disclosures on its Web site, USPS's reporting is more limited than the scope of measurement. Without sufficient transparency, it is difficult for USPS and its customers to identify and address delivery problems, and for Congress, the Postal Rate Commission, and others to hold management accountable for results and conduct independent oversight. Progress to improve delivery performance information has been slow and inadequate despite numerous USPS and mailer efforts. Some impediments to progress include USPS's lack of continued management commitment and follow through on recommendations made by joint USPS/mailer committees, as well as technology limitations, data quality deficiencies, limited mailer participation in providing needed performance data, and costs. Although USPS has initiatives to improve service and better track mail through its mail processing system, USPS has no current plans to implement and report on additional representative measures of delivery performance. USPS's leadership and effective collaboration with mailers is critical to implementing a complete set of delivery performance measures.