NO-AR-09-005 - Follow-Up Audit on the Timeliness of Mail Processing and Delivery Operations in the

February 26, 2009 JO ANN FEINDT VICE PRESIDENT, GREAT LAKES AREA OPERATIONS SUBJECT: Audit Report – Follow-Up Audit on the Timeliness of Mail Processing and Delivery Operations in the Chicago District (Report Number NO-AR-09-005) This report focuses on significant issues identified during our separate reviews conducted in fiscal years (FY) 2007 and 2008 on the timeliness of mail processing and delivery operations in the Chicago District located in the Great Lakes Area (Project Number 09XU002NO000). We performed this audit in response to your request. Our objectives were to follow up on issues found in previous reviews and provide a progress report on conditions through FY 2008. See Appendix A for additional information about this audit. Conclusion We concluded the Chicago District made improvements during FY 2008 in the timely and efficient processing and delivery of mail, resulting in fewer mail delays, service improvements, and reduction in customer complaints. In fact, service scores improved in all four categories in FY 2008 compared to the same period in FY 2007. However, the Chicago District ranked below the national average in three of the four measured service categories for First-Class Mail®. Delayed Mail Trends The Chicago District made noticeable improvements in the timely processing of mail. Total delayed mail at the Cardiss Collins Processing and Distribution Center (P&DC) decreased from 404 million ...