D.C. Area Mail Delivery Service:

Resolving Labor-Relations and Operational Problems Key to Service Improvement

GGD-95-77: Published: Feb 23, 1995. Publicly Released: Feb 27, 1995.

Additional Materials:


Office of Public Affairs
(202) 512-4800

Pursuant to a congressional request, GAO reviewed mail delivery service in the Washington, D.C. metropolitan area, focusing on the: (1) recent on-time delivery service problems for overnight first-class mail; (2) reasons why mail service is below the desired level; and (3) United States Postal Service's (USPS) actions to improve service in the area.

GAO found that: (1) mail service in the Washington, D.C. area has declined in part due to an unexpected increase in mail volume; (2) labor-management relations in the Washington, D.C. area are among the worst in the country; (3) customer satisfaction in the area declined dramatically in 1994 because local units were unable to maintain mail service at previous levels due to employee shortages, poor labor-management relations, and the recent organizational change; (4) USPS has taken action to address unnecessary duplicate mail handling; (5) postal managers believe that metropolitan overnight delivery areas are too large for the current delivery network; and (6) USPS agreed with the conclusion that the key element in improving mail service is to improve labor-management relations.

Mar 9, 2017

Nov 16, 2016

Nov 15, 2016

Sep 22, 2016

Sep 15, 2016

Aug 15, 2016

Aug 1, 2016

Jun 20, 2016

Jun 13, 2016

Looking for more? Browse all our products here