Postal Service: Mail Delivery Service in the Washington Metropolitan Area

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Report Type	Reports and Testimonies
Report Date	Feb. 28, 1995
Report No.	T-GGD-95-94
Subject	Customer service Government employee unions Labor relations Mail delivery problems Personnel management Postal facilities Postal service Postal service employees Reductions in force Employee relations District of Columbia USPS Customer Satisfaction Index USPS Employee Opinion Survey USPS External First Class Measurement System USPS Remote Bar Coding System

Summary:

Since 1990, mail service in the Washington, D.C., metropolitan area has been among the worst in the nation, and customer satisfaction has generally been below the national average. Both mail service and customer satisfaction in the D.C. area declined dramatically in 1994. Postal Service officials attribute the deterioration in service to an unexpected growth in mail volume in early 1994. Local units were unable to handle this growth due to employee shortages, recent organizational change, mail-handling process problems, and poor labor-management relations. The Postal Service has made progress toward restoring service to 1993 levels, but breakthrough improvement will require postal management and labor unions to work together to resolve long-standing employee relations problems that are reported to be more severe in the D.C. area than in most other locations.

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Postal Service: Mail Delivery Service in the Washington Metropolitan Area