Consumer Affairs Tracking System Data for Complaints from Consumer Service Cards for FY2000 (Qlll and QIV) and FY2001, Provided In Response to

Transcription

1 Consumer Affairs Tracking System Data for Complaints from Consumer Service Cards for FY000 (Qlll and QIV) and FY00, Provided In Response to DFCNSPS-3

2 Consumer Affairs Trackina Svstem (CATS 3.0) PY 000 Qtr 3 & Qtr 4 Type-Problem - Source-Consumer Servlce Card :ategory issue Involved Total Count lelivery/mail Pick-Up Misdelivered Street Delivery 6 Post Office Box 57 Street Delivery 9 Delay (Has Mailpiece) First Class 8 5 Certified 6 Periodicals/Weekly 9 Periodicals/Monthly 5 (Del. Confirmation) 4 Standard B (Parcels) 3 Periodicals/Other Insured Periodicals/Daily Global Guaranteed Standard A (Church Mail) May (No Mailpiece) First Class PeriodicalsAVeekly Periodicals/Other 07 Standard A 64 Periodicals/Daily 9 Periodicals/Monthly 97 International 90 Certified 94 Standard B (Parcels) 8 4 Insured 0 Return Receipt 7 C.0.D Military (Del. Confirmation) Non-Receipt First Class Periodicals/Weekly 9 Periodicals/Other 30 Certified 86 Standard B (Parcels) 34 Certified 7 Periodicals/Monthly 0 international 74 Standard A Insured 48 Periodicals/Daily 7 Return Receipt 8 9 (Del. Confirmation) 4

3 Standard A (Sales/Ads) 4 C.0.D 4 Military Standard B (Del. Confirmation) Did Not Deliver Street Delivery 60 Post Office Box Caller Service General Delivery Time Of Delivery Street Delivery 769 Post Office Box 64 Caller Service Mali Returned To Sender First Class 443 Standard B (Parcels) 3 Post Off ice Box 7 General Delivery 3 General Delivery C.0.D Damaged Mali First Class 569 Priorii Mail 63 Standard B (Parcels) 3 Periodicals/Other 5 Multiple Classes Of Mail 63 Periodicals/Other 5 Periodicals/Monthly 33 Standard A 0 Insured 4 Periodicals/Daily PeriodicalsMleekly 0 international 6 Standard A 5 Certified Mail Pick-Up Street Delivery 9 Collection Box 5 Requested Service Hold Mail 4 Delivery Changes 33 Return Receipt 5 Mailing Lists 6 Redelivery 3 Mailing Lists Uneoliclted Meil Advertisement 0 Letter Mail Fraud Mail Order 4 Chain Letter 3 Tempered/RlfIed First Class 46 Multiple Classes Of Mail 56 Priorii Mail 4 Standard B (Parcels) 6 international 5 7

4 I-,- C Theft PoiiciedProcedureo Lobby Transaction Calling The USPS Hours Of Setvica international First Class 63 International 3 Standard B (Parcels) 5 Certified CMRAS/institutions/Ageocies Forms I Supplies Waiting Time Post Offiies 360 Postal Stores 9 Contract Units 6 BMEU 4 Post Off ices 9 Postal Stores 4 Contract Units 5 Post Offices NSC/Call Center 08 Post Off ices 3 Post Offices 768 Post Office Box Section 49 BMEU Contract Units Postal Business Center Products Stamps/Commemoratives 7 Philatelic 66 Envelopes/Postcards 34 Mailing Products 8 Misc. Services Money Order 4 Post Office Box 6 Stamps By Mail Stamps Online Claim Domestic 5 Claims Appeal International USPS Adverfieemenfs 3 Corporate Campaign New Service Campaign Mailing Services Certified 38 Return Receipt 7 Periodicals 54 First Class 35 Standard B (Parcels) 4 insured 34 Standard A 9 C.0.D 0 international

5 ,- ersonnei 3b SiWiT Military 3 (Del. Confirmation) Appearance Clerks 6 Carriers Postmaster Behavior Carriers 75 Clerks 034 Managers/Supervisors 37 NSCXall Center Agent 45 Postmaster 66 Other Personnel 79 Contract Employee 5 NSC/Call Center Agent 94 Clerks 6 Carriers 9 Managers/Supervisors Carriers 4 Postmaster 5 Contract Employee Other Personnel Vandalism Collection Box 3 Mailbox Retail Lobby Stamp Machines 374 Non-Postal Equipment 6 Postal Mailing Center 5 Scales 3 Copier Postal Mailing Center Appearance Post Offices 33 NDCBUSKentralized Delivery 68 Collection Box 6 Contract Untts Postal Stores Location Post Off ices 609 Contract Units 49 Collection Box 66 Contract Units 68 NDCBUSKentralized Delivery 47 BMEU 3 Postal Stores Dioabiiity iaaue Post Offices 39 Mailing Equipment/Supplier Stamp Machines Safety Post Offices 6 Postal Vehicles Environmental Iseues Post Offices 0 Postal Product Information USPS Web Site 4 4

6 Consumer Affairs Tracking System (CATS 3.0) FY 00 Type-Problem Source-Consumer Service Card :ategory issue involved leiivew/mall Pick-UD Misdelivered Street Deliverv Delay (Has Mallpiece) Delay (No Mailpiece) Post Off ice Box Caller Sewice First Class Periodicals/Weekly Standard A (Sales/Ads) (Del. Confirmation) Periodicals/Daily Certified Standard B (Parcels) Periodicals/Monthly Periodicals/Other international Standard A Standard A (Church Mail) Global Guaranteed insured Standard B (Del. Confirmation) Return Receipt C.0.D Merchandise Return Receipt Military First Class Periodicals/Weekly Standard B (Parcels) Periodicals/Other Periodicals/Monthly Certified (Del. Confimtation) Periodicals/Daily Standard A (Sales/Ads) international Standard A Insured Standard A (Church Mail) Standard B (Del. Confirmation) Global Guaranteed Total Count :; I I Return Receiot C.0.D 3 Merchandise Return Receipt Miliiary Non-Receipt First Class

7 Did Not Deliver Standard B (Parcels) 338) Certified Periodicals/Weekly Periodicals/Monthly Periodicals/Other insured (Del. Confirmation) Periodicals/Daily Standard A (Sales/Ads) international Return Receipt Standard A Merchandise Return Receipt Standard B (Del. Confirmation) Standard A (Church Mail) C.0.D Global Guaranteed Military Street Delivery Post Office Box General Delivery Caller Service Time Of Delivery Street Delivery Post Off ice Box Caller Service Mail Returned To Sender First ClaSS Post Off ice Box Standard B (Parcels) Certified General Delivery international (Del. Confirmation) Global Guaranteed C.0.D Damaged Mail First Class Standard B (Parcels) PerfodicaWMonthly Multiple Classes Of Mail Periodicals/Other Periodicals/Weekly Insured Standard A international Periodicals/Daily

8 R etsli Standard B (Del. Confirmation) Global Guaranteed Return Receipt Mail Pick-Up Street Delivery 404 Collection Box 50 Requested Service Hold Mail 807 Return Receipt 34 Delivery Changes 337 Redelivery 50 Signature Confination 64 Mailing Lists 3 Unsolicited Mail Advertisement 67 Letter 4 Parcel (Inc. Video Tapes) 8 Mail Fraud Mail Order 60 Chain Letter 8 Prizes/Sweepstakes 6 Loner-y First Class 547 Standard B (Parcels) 93 Multiple Classes Of Mail international 3 Certified 8 4 insured 4 (Del. Confirmation) Standard B (Del. Confirmation) C.0.D Military Theft First Class Multiple Classes Of Mail 3 0 Standard B (Parcels) 9 Insured 7 4 (Del. Confirmation) 3 Global Guaranteed Policies/Procedures Mailbox CMRAS/institution.s/Agencies Rate Change Post Office Box 48 First Class 38 IO international 7 Standard B (Parcels) Periodicals Certified 3

9 Lobby Wattlng Time Transaction Calling The USPS Hours Of Servlcs Products MISC. Ssrvlcss Claim lnquby USPS Advertisements Stamps/Commemoratives Insured Supplies Forms Post Offices Postal Stores Contract Units BMEU Post Offices Postal Stores Contract Units BMEU NSC/Call Center Post Offiies Postal Business Center Post Offices Post Office Box Section Postal Stores BMEU Contract Units Postal Business Center Stamps/Commemoratives Mailing Products Envelopes/Postcards Philatelic Phone Cards Post Office Box Money Order Stamps By Mail Postage Due Business Reply Sure Money Stamps By Phone Stamps Online Domestic Claims Appeal International Domestic Money Order International Sure Money Signs In Lobby New Service Campaign Corporate Campaign New Product Campaign Prioritv Mail (Del. Confirmation) 7E 4E E LI c 34 I I Mailing Services Certified 64 Eroress Mail 69 I 4

10 ersonnel VilitiedEqulpment Appearance Behavlor Knowledge SeWlW Waiting Time Retell Lobby First Class International Standard B (Parcels) Return Receipt (Del. Confirmation) Insured Standard A Periodicals Signature Confirmation Global Guaranteed Standard B (Del. Confirmation) Merchandise Return Receipt C.0.D Clerks Carriers Contract Employee Postmaster Other Personnel Managers/Supervisors Clerks Carriers Managers/Supervisors Postmaster Other Personnel NSC/Call Center Agent Contract Employee Clerks Carriers NSWCall Center Agent Managers/Supervisors Other Personnel Postmaster Contract Employee Carriers Mailbox Collection Box Postal Property Postal Stores Stamp Machines Scales Non-Postal Equipment Postal Mailing Center Copier Post Offices NDCBUSKentralized Delivery Collection Box Postal Stores Postal Vehicles Contract Units

11 Location Post Off ices 85 Collection Box 460 Contract Units 6 Postal Stores NDCBUS/Centralized Delivery 57 BMEU 4 Dlsablllty Issue Post Offiies 0 POStal stores 6 Contract Units Malllng Equipment Suppl Post Offiis 36 v BMEU 6 Bafety Post Offices 3 Postal Vehicles 6 Postal Stores 8 BMEU 7 Contract Units Environmental Issues Post Ottices 30 Postal Product Postal Vehicles Web Slte.87 Products PC Postage 3 Electronic Postmark USPS Advertisements hformatlon Design PosteCS USPS Web Site USPS Web Siie Non-Web Application 3 District Web Site USPS Web Site Non-Web Application