Mail Management: GSA Needs to Improve Support of Agency Programs | U.S. GAO

Highlights

Pursuant to a congressional request, GAO evaluated the General Services Administration's (GSA) support to federal agencies in managing the cost of agencies' mail operations.

Recommendations

Recommendations for Executive Action

Agency Affected	Recommendation	Status
General Services Administration	The Administrator of General Services, working in close cooperation with federal agencies, should develop a plan clearly laying out a strategy, including an appropriate resource level, for meeting GSA statutory mail management responsibilities. At a minimum, the strategy should ensure that GSA obtains and expands competitive contracts related to agency mail operations, such as presort and overnight delivery.	Closed – Implemented GSA has created a statement of work for use by federal agencies when contracting for third-party mail processing services. The statement will facilitate agencies participation in Postal Service worksharing programs that offer mailers both discount rates while enhancing service performance. This action is an acceptable substitute for assisting agencies in achieving postage savings.
General Services Administration	The Administrator of General Services, working in close cooperation with federal agencies, should develop a plan clearly laying out a strategy, including an appropriate resource level, for meeting GSA statutory mail management responsibilities. At a minimum, the strategy should ensure that GSA expands its Information Resources Management Review Program to include reducing agency mail costs and monitoring agency improvement efforts.	Closed – Implemented GSA does not plan to increase mail management oversight in its Information Resources Management Review Program. A newly established mail management office within the FSS may take this action if given sufficient staff. The alternative is an acceptable substitute for the GAO organizational choice.
General Services Administration	The Administrator of General Services, working in close cooperation with federal agencies, should develop a plan clearly laying out a strategy, including an appropriate resource level, for meeting GSA statutory mail management responsibilities. At a minimum, the strategy should ensure that GSA develops timely and comprehensive written guidance that focuses on opportunities for agencies to reduce their mails costs.	Closed – Implemented GSA recently created Mail Management Branch is currently providing federal agencies with comprehensive written guidance that focuses on opportunities for agencies to reduce their mail costs. This guidance is in the form of informational pamphlets, papers, seminars, and training classes. These actions are an acceptable substitute for this recommendation.
General Services Administration	The Administrator of General Services, working in close cooperation with federal agencies, should develop a plan clearly laying out a strategy, including an appropriate resource level, for meeting GSA statutory mail management responsibilities. At a minimum, the strategy should ensure that GSA makes on-site technical assistance in mail management available to agencies, using GSA and other agencies' expertise, as appropriate.	Closed – Implemented GSA created a mail management branch in the FSS that provides on-site technical assistance to agencies. This group also works with the Presidential Committee on Management Improvements.
General Services Administration	The Administrator of General Services, working in close cooperation with federal agencies, should develop a plan clearly laying out a strategy, including an appropriate resource level, for meeting GSA statutory mail management responsibilities. At a minimum, the strategy should ensure that GSA develops training materials and a delivery system that better meet agencies' needs.	Closed – Implemented The GSA mail management branch revised two training courses. GSA also participates in mail management seminars conducted by the Postal Service.
General Services Administration	The Administrator of General Services, working in close cooperation with federal agencies, should develop a plan clearly laying out a strategy, including an appropriate resource level, for meeting GSA statutory mail management responsibilities. At a minimum, the strategy should ensure that GSA solicits and represents agencies' common mail concerns and disseminates important information to federal agencies.	Closed – Implemented GSA published a monthly newsletter on mail management issues and changes in technology. GSA represented federal mailers' views before the Postal Service on mail preparations and direct accountability issues.

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Information Management

Agency proceedingsCost controlFederal property managementStaff utilizationInteragency relationsMail transportation operationsManagement information systemsPostal servicePostal service contractsTechnical assistance