Review of the Quality of Mail Service in Missouri

GGD-78-80: Published: Jun 15, 1978. Publicly Released: Jun 15, 1978.

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An evaluation was performed of the quality of mail service in Missouri and the consolidation of mail processing operations to the Mid-Missouri General Mail Facility. Mail service in Missouri was generally good. First-class mail came close to meeting the Postal Service's 95% ontime delivery goal, and mail committed to 2-day and 3-day delivery times compared favorably with regional and national averages for ontime delivery performance. While only about 7% of the mail was delivered late during fiscal year 1977 (usually only by about 1 or 2 days), this amounted to a volume of 74 million. An analysis of customer complaints showed no indications of long-term or unusual problems except for complaints received just after the consolidation. There were serious problems associated with the consolidation for a few weeks. Although many of the problems were resolved, the Postal Service has been unable to achieve reduced operating costs and improve mail service to the preconsolidation level. The consolidation should eventually result in savings of about $205,000 annually, and mail service should reach its preconsolidation level.

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