Review of the Quality of Mail Service in New York City

GAO reviewed both the quality of mail service and the management of customer services in the New York City Postal District. Generally, mail delivery service was found to be inconsistent in Manhattan and the Bronx. The Services Origin-Destination Information System (ODIS) provides a reliable measure of first class mail delivery performance. ODIS statistics for the period of this review show that delivery performance for mail originating in Manhattan and the Bronx was below the services goal of 95 percent ontime delivery. However, mail destined for Manhattan delivery met or exceeded the service's goal. It was found that several service locations exceeded the que time limitations of 3.5 minutes. The Service has made note of this and corrective actions, i.e., providing more clerks, opening more service windows for longer periods of time, are being taken.