The OIG makes recommendations to the United States Postal Service to correct deficiencies and encourage improvements in the safety, economy, efficiency, and management of the Department’s programs and operation.

Our report findings and conclusions explain the basis for the specific corrective actions we recommend. This Recommendation Dashboard provides more information than ever before about the current status of OIG recommendations, which we plan to update on a weekly basis.

Fiscal Year Report Title Issue Date Report Number Financial Value Status Recommendation Management Response
2019 U.S. Postal Service's Customer Service to Non-English Speaking Customers 11/02/2018 MS-AR-19-001 $0 Open R - 9 -- add a Point of Sale receipt invitation in Spanish for customers to take the survey, at least in Puerto Rico. Agree
2019 U.S. Postal Service's Customer Service to Non-English Speaking Customers 11/02/2018 MS-AR-19-001 $0 Open R - 2 -- develop proactive policies and procedures, including the use of demographic data, to create and display non-English signs, posters, and product displays. Agree
2019 U.S. Postal Service's Customer Service to Non-English Speaking Customers 11/02/2018 MS-AR-19-001 $0 Open R - 4 -- instruct retail managers and clerks to use Self-Service Kiosks to assist Spanish-speaking customers. Agree
2019 U.S. Postal Service's Customer Service to Non-English Speaking Customers 11/02/2018 MS-AR-19-001 $0 Open R - 6 -- ensure that the distorted message is corrected and improve the communication when a customer selects the option to speak with a Spanish speaking agent in the Interactive Voice Response system. Agree
2019 U.S. Postal Service's Customer Service to Non-English Speaking Customers 11/02/2018 MS-AR-19-001 $0 Open R - 8 -- review and update the Spanish survey to ensure questions are completely and accurately translated, and increase oversight of the contractor maintaining and updating the Spanish translation. Agree
2019 U.S. Postal Service's Customer Service to Non-English Speaking Customers 11/02/2018 MS-AR-19-001 $0 Open R - 1 -- develop new ways to overcome communication barriers based on best practices in the industry and train managers and retail customer service clerks to use existing tools and resources available to assist non-English speaking customers. Agree
2019 U.S. Postal Service's Customer Service to Non-English Speaking Customers 11/02/2018 MS-AR-19-001 $0 Open R - 3 -- develop a plan to integrate translations among the web links that revert to English to ensure consistency and continued oversight. Agree
2019 U.S. Postal Service's Customer Service to Non-English Speaking Customers 11/02/2018 MS-AR-19-001 $0 Open R - 5 -- coordinate with the appropriate Postal Service groups to utilize industry best practices for automated self-service machines to expand the available kiosk language content and ensure all included product information is available in Spanish. Disagree
2019 U.S. Postal Service's Customer Service to Non-English Speaking Customers 11/02/2018 MS-AR-19-001 $0 Open R - 7 -- add other languages to the automated Interactive Voice Response system. Agree
2019 Operational Window Change Savings 10/15/2018 NO-AR-19-001 $0 Open R - 1 -- develop and implement, at a minimum, annual tracking methodologies for any significant projected operational costs or savings and use a sensitivity analysis to account for such impacts as changes in mail volume and labor and transportation costs. Disagree

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This Recommendation Dashboard provides information on recommendations that the Postal Service can address without external party action. To view closed recommendations, click here. Also, click here to see recommendations that may require additional action by external parties.

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