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Audit Reports

Mar
19
2015
Report Number:
SM-AR-15-002
Report Type:
Audit Reports
Category: Strategy & Investments

Deputy Postmaster General's Use of Data

Background

The U.S. Postal Service Office of Inspector General initiated a U.S. Postal Service-wide series of audits to review the Postal Service’s use of data. These audits included discussions and analyses of the data the deputy postmaster general (DPMG) and the executive vice presidents use.

The Postal Service depends on data to manage its business strategies and daily activities. It needs effective and efficient access to appropriate internal and external data to make informed business decisions.

This audit report focuses on the use of data by the DPMG. The DPMG works closely with the mailing industry to strengthen relationships and identify opportunities to improve interactions with customers. The DPMG is responsible for the Postal Service’s Consumer and Industry Affairs and Government Relations and Public Policy groups. At the time of our audit, the DPMG was also responsible for the Corporate Communications group.

Our objective was to determine whether the DPMG effectively uses internal and external business data to manage business activities and mitigate risk.

What The OIG Found

The DPMG effectively uses internal and external business data to manage most business activities and mitigate risk.

However, the DPMG can improve the use of customer complaint data to better manage the customer experience and enhance access to government relations information affecting the Postal Service. Specifically, Consumer and Industry Affairs does not have visibility into customer complaints made at local post offices. Postmasters are not required to record local complaints in the Postal Service’s customer complaint database. Capturing this information would help the Postal Service identify systemic issues at local facilities, such as repeat and unresolved complaints.

In addition, the Government Relations and Public Policy’s weekly status report does not give the executive leadership team access to real-time information. A dynamic report with links to relevant documents such as internal briefings and congressional transcripts would provide the DPMG and key stakeholders with easy access to current and historical information. 

What The OIG Recommended

We recommended management require postmasters to record complaints in the customer complaint database. We also recommended management redesign the Government Relations and Public Policy weekly status report to include links to current data with notifications provided when new information is available

Report Recommendations

# Recommendation Status Value Initial Management Response USPS Proposed Resolution OIG Response Final Resolution
1

R - 1 -- 1.Update policy to require local postmasters to record local complaints in the Enterprise Customer Care database and include that information in the customer complaint performance reports.

Closed $0 Agree
2

R - 2 -- 2. Redesign the Government Relations and Public Policy weekly status report format to include links to pertinent information impacting business decisions, and distribute it when new information becomes available.

Closed $0 Agree