DQCKET SECTION
BEFORETHE
POSTAL RATE COMMISSION
WASHINGTON, D.C. 20268-9001
,
POSTALRATE AND FEE CHANGES,1997
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Docket No. R97-i
RESPONSE OF UNITED STATES POSTAL SERVICE
TO INTERROGATORIES OF
DOUGLAS F. CARLSON
(DFCIUSPS-75-18)
The United States Postal Service hereby provides responses to the following
interrogatories of Douglas F. Cadson: DFCIUSPS-15-18,
filed on October 27. 1997.
Each interrogatory is stated verbatim and is followed by the response.
Respectfully submitted,
UNITED STATES POSTAL SERVICE
By its attorneys:
Daniel J. Foucheaux, Jr.
Chief Counsel, Ratemaking
475 CEnfant Plaza West, S.W.
Washington, D.C. 20269-1137
(202) 268-2970; Fax -5402
November 26. 1997
RESPONSE OF THE UNITED STATES POSTAL SERVICE
TO INTERROGATORIES OF DOUGLAS F. CARLSON
DFCIUSPS-15. Please explain in detail how Consumer Service Cards are
processed, at all levels of the Postal Service organization, once a postmaster
receives the card.
RESPONSE: Please see Attachment A to this response.
ATTACHMtNl A
PAGE 1 OF 3
*
UNITED STATES POSTAL SERVICE
Management
Instruction
oau
Complaint Resolution and Proper Use of
the Consumer Service Card
This instruction establishes the minimum requirements
sponse time for answermg customer complaints
and standard re-
and establishes procedures
for handling, tracking. and assigning accountability
for timely response.
Postal employees are to ensure timely, customer-friendly.
and professional
August 12.1993
EmclMImmediately
NUmelPO-250-93-2
0tad.M
MI-PO-250-91-3
oxcoda
CA101
.fIiJlKG
Annuq-
complaint resolution.
B~c~Gf40t-t~~
The Customer Selisfactiin Index indicates that proaipt re-
sponselo andresolution01cuslomercomplamlswillincrease
ci&tomersalislac~m with lhe complainIhandlingprocess.
The CustomerSatislatiion index poinls oyt areas wheie
promptmspaxaisreceivingtowmarkslmmwrarstomen
andmeds impmvemer4.
!
%OPE.
consumeradvocal~?.
thenreatsipnedto thefieldkr
“3solU1ti).
6. Governmental
inqtkks hornthe kgislaliie and
exec”,tie branchesof the federalgove”ImenL
RESWNSBlLtW
HeadquwlersYanagnment. HeadquarterS
consunU AllairSisresponsiblefore!jtablishing
requirementsartdqvxsuring ccknpliincewith lhis inslruction.
The lollowing.or theirdesignees.are responsiblelor implementingtheserequirementsandlor inlarmingassignedpersonnelaboutlocalprocedureslorrespondingto or lomarding
mnplaints1. tieadquarlenrknsuwr Allairs.
2. Amaof6ce-~.
3. cuscOmerservicss disuictmanagers.
Field ManagemenL Thelollowingmanagersrn& ensure
complii withthisinstmctionandresdveCOmplaintwithin
theirareasof responsibility:
1. Areamanagers.
4.
Planlmanagms.
5.
6.
CaMnor
Affairs and claii
managers.
f’o&IWerS
and Station or btanch manage&
.
7.
Poslal w
debgmd rembiri
f0r handri
complain&.
SOURCE OF COMPLAINTS
The PostalSewke receivescomplaintsfrom businessand
widenSal customers who report them mrough:
1. Form4314-C.ConsumerSemiceCard(English).
Form4S14-A.ConsumerServimCard(.S,xnish).
Telephoneandperkal mnlact.
ircludingcustomersurveys
4. w&ten wence.
(e.g..the CudomerSatislactionIndex).
5. Headquarters
to lield referrals(customercorrespondenceinitiallydirectedlo thepos1masrer
generalor lhe
2.
3.
~Management
I”slr”ctio”. PO-250-93-z
2.
oiimanagers.
3.
Plantmenagels.
4.
carpum.~csandclaimsmanagera
5.
l%ebmmmanrtstatiorb_Rnch~
ComumerAllainalldclaknsmanagsnmcPIslsodo~
IOlbWlhg:
1. Moniloracliityul~mughw(lheirrespecyNedMdsfor
canprince wilh (hisinstruction.
2.
Ralercuslomw
complaints to ma appropriate hmc-
tbhal areasfor resolution.
3. Eslablishandmaintaina custMBT-@tint
fi!e.
u Postmaslersandst,alimIOrbranchmaMgerSmuStal.50do
me lollowing:
1. Ensurethe!theiroffiis meetUterequiremenud mk
inslruclion.
2. Maintainoneor ImoretllslorherWPlaint controlloso
(seeexampleOC’page41.
3. Investigateandtakecorrectiveactionlo resolve
complaintsby contactingandworkingwithother
1
HI I HLill*ltlY 4 n
PAGE 2 OF 3
functionalareasof Ihe PostalSewce. II necessary.to
resolveC”Slmw COmQlamk
4. Establishandmainlaina complaintfile.
e Otherposkl employees.especiallywindowclerks.are to
praridelhe~l~tOmerwdhaConsumerSenriceCardorrefer
Ihe cus,cme,lo the ap+xopna,e
lunctionalarea.
&XEDURES
TimeFrames. Followtheproceduresmthelollwing chartto
ensurethat necessaryactionsare pedormedwithinthe indicamdtime frames:
I”iu.l contrcl
within24hGws
am recewcg
comp(ain(
Exception to Final ResponseRequirement. me finalresponsetime discussedabovedoes not applyto complaints
reauirinaissuanceolaPublicalionwatchlordaik.weeklv.and
MaintainingCustomerComplaintControl Log. Mainkin
oneor morecustomercomplaintccnfrollogsat every0ff11k
ensurelimly respwe to customercomplaintsandto facilitate routineanelysisof complaintactii.
Content Includethe followinginformationin the customer
comQlakll~cmtrol
kg:
1. OfliceMme andZIP Code.
2. customername.
3. Companyname.if applicable.
2
b. Customername.
c. comphk eddreu andZIPcode.
d. Carddale.
Enterme inlomaio!l in lb6 custdmermnplahtmnlml
log usingthe ConsumerServiceC%rdnumbera~the
controlnumber.
CarefullysepamleandsendCcQy2 orme CagMer
sew card to Ii-InSt. Louis-secvicacard
unit on the eemedatethecarsunersenricecefdk
receivedfroma customeror mmpktedby a W
employee.
acknowledgehavingrecetiedthe~ampkinl.within24
hours.by [email protected],
persona,contact.
Management
Ins:ruction.PO-250-93-2
Field~flicesmustrespondwithinthe assigned
suspensedateeslabli!;hedby the ConsumerAlfairs
andClaimsmanager.
3. 24.houracknowledgment
will havebeenmadeby
Headquartets.
2
6. Documentthe responseI” the USPSUseOnlysec,,on
on copy3 01the ConsumerSerwceCard. Includethe
datethe customerwas conladed. WhOmade the
contact.enda briefdescr!ptionof the acll~ntaken.
7. Sendcopy3 lo the ConsumerServiceCardUniton the
daleactionis cmnpfeledendfile copy4 lcally. akng
wilh any lettersor altechments.
NOTECopies2 end3 shouldbesentlo the
ConsumerServiceCardUniton the same
dhyonlyif lollOH-upeCfk”isCdmpletedon
Me samedaythe comment1sracewed.
8. Enterthe datethe mmplaintwasclosedon the
customercomplaintcontrolkg.
GovernmentInquiries. Pr0cessinquiriesfrom legislative
endexeculii branchofficialses follows:
Suppon
1. Folk%proceduresin Adminislralive
Manual339.
2. ProcessinquiriesregardingserviceIOa postal
customerin the areat;ewedes writtencorr?e+Ow
*me. Theseinquiriesmustreceivepromptend
conscienliousattention.
Processinge Wrilten Complaint. Followtheseinstructions
whenprocessinga willen wmpfeint:
t Tmnsleraflvital informationlmm the lellerof complaint
lo e ConsumerSewiceCardendenterit in the
customercomplaintcontrolkg usingthe Consumer
ServiceCard numberes the controlnumber.
2. Followprocessingprcceduresabove.
MGISUREMEF~~ OF EFFECTIVENESS
ComumerAffairsrealtors thequetii endlimefineeeof cornpfeintresolulionby ccwulwlingreviewsof thefdbwing:
t CustomerSetisfecliof~
Index.
2. ConsumerAffairslield audits.
3. Per&iii reportson lhe Cawmw Se&a Cenl
IXogCJm.
Processinge TelephonedComplaint. Followtheseinstrwlionswhenprocessinga complaintmadeby telephone:
1. CwnpkleaCwwmeiSenriceCardandlogitinthe
cuelomr campfaintmntml fcg usingthe Consumer
Se& Cardnumber*s thecontrolnumber.
2. Followprocessingproceduresabove. I
BENEFITS
ThePostalServiceexpectslo:
fmpmw cusldmerselisfacliin withthemmplaint
handlingprocess.
Establishaccounlabilitylor effectiveresOlti Of
clistomercomplaints.
Identifyendccmectr.ewicedeficietiee whichCause
complaints.
MeltingtheConsumerServiceCard.InSINctionsIormailing
Ihe ConsumerServiceCardlo the ConsumerServiceCard
Unitare as lollows:
1. 00 matstapleCdnsumerServiceCardsor include
atkdmenk. suches bners. (Alkchmenk shouldbe
tiledlocallywith copy4.) Documentell relevant
tibimetbn in the appmprieteSaclionsof Me Coneumersewice card.
2.
3.
Oii
copies 2 end 3 into separatebelches. Mailbdlh
batchesin me envelopeeachdaylo:
CONSUMERSERVICECARDUNIT
UNfTEOSTATESPOSTALSERVICE
PO BOX60479
ST LOUISMO 63180.9479.
Heedquerlen to Ffeld Referrals. Thefollowingapply:
f
REFERENCES
Thelolkwing referencemetaerial.
eveifebfefmm lfw m&tit
disbibulii canlam.must be ecwseibfeIOeeeielpC6lefempbyees in res&fng complaintsrelatedto Postal Servica
p&y or lwguklii:
. DomesfkhfeifMalluel (OMM)
, Atiisfralhg suppanManual(Am)
. hfemafkmal Maif Manual (IMM)
e Posfd Operafim
Msinuaf(FQM)
. HandbookPO-250.C~stmn?rAnswr Bode
. Het-&c& M-38.Managemenfof RumIDeiiU%Y
SWVkB
e Handb~&M-4,. Civ DeliveryCanien Da add
fiespnsibilifies
n
HandbookPO.102.Retail Yeding Operafional and
MarkefingPmgrem.Chapter8. Cusf0llerComplain@.
The Consutt~rAll&s and Claimsmanageris
responsiblefor trensleninginformationfromcwtomer
correspondence
lo the customercomplaintcontrolkg.
for assigningthe suspensedate.endfor ensuringthat
an appropriateresponseISmadewthin 14daysfrom
the dale the districtofficereceivedlhe complaint.
Management
Instruction.PO-250-93-Z
3
RESPONSE OF THE UNITED STATES POSTAL SERVICE
TO INTERROGATORIES OF DOUGLAS F. CARLSON
DFCYUSPS-16. For each of the past three years, please provide all information
that is available in summary form about the types of service problems that
customers have brought to the attention of the Postal Service using a Consumer
Service Card.
RESPONSE: The categories of problems reported are as follows:
Change of Address
Address Correction Service
Change of Address Problems
Collection
Collection Boxes
No Pick Up from Mail Box
Damaged
Letter
Package
Newspapers
Advertisement
i
Electronic Mail
Flat/Large Envelope
Delay
First Class
Newspaper/Magazine
Priority
Special Delivery
Certified
Registered
Express Mail
Other
Delivery Problems
Attempted Delivery
General Delivery
Improper delivery
Improperly Returned Mail
Daily Delivery Time Variation
Misdelivery
Mode of Delivery
RESPONSE OF THE UNITED STATES POSTAL SERVICE
TO INTERROGATORIES OF DOUGLAS F. CARLSON
Response to DFCWSPS-16
(cont.):
Central Delivery Point
No Carrier Delivery Available
Non-Delivery
Notice of Attempted Delivery
Rural Route
Special Delivery
Problems with Hold Orders
Non-Receipt Vol Mailer Complaint
Delayed Vol Mailer Complaint
Distribution Problems
Distribution
Notice to Call
Inspection Service
Complaint about Inspection Service
Referred to Inspection Service
International Mail
Post Office Box and Caller Service
Non-Receipt
Letter
Package
Newspaper
Advertisement
Electronic Mail
Flat/Large Envelope
Other Services
Return Receipt
COD Mail
Registered Mail
Money Orders
Business Reply Mail
RESPONSE OF THE UNITED STATES POSTAL SERVICE
TO INTERROGATORIES OF DOUGLAS F. CARLSON
Response to DFCNSPS-16
(cont.):
Personnel
Carrier
Clerk
Other Personnel
Telephone Response
Supervisors/Postmasters
Policy
Poor Use of Supplies/Equipment
Unable to Provide Service
Logo
Postage Due
Postage Rates
Retail Products
Self-Service Postal Equipment
Broken Machines
Lost Money in Machines
Machine Empty
Postal Buddy
General Vending Complaints
Stamps and Philately
Philatelic Products
Stamps and Stamped Paper Products
Stamp Inventory
Window Services
Elimination of Service
Hours of Service
Window Delays/Long Lines
Window Transactions Quality
Miscellaneous
Misuse of Consumer Service Card
Customer Error
General Service Complaints
Objectionable Mail Matter
Payment of Claims
ZIP Codes
RESPONSE OF THE UNITED STATES POSTAL SERVICE
TO INTERROGATORIES OF DOUGLAS F. CARLSON
DFCXJSPS-17. For each of the past three years, please provide all information
that is available in summary form about the specific types of problems that
customers have experienced with return receipts. If this information is not
available at the headquarters level, please provide this information :for all levels
for which it is available. (Note: The response to DBP/USPS33(d) lsuggests that
some “customer feedback” from Consumer Service Cards, including “data,” is
available to “local managers.“)
RESPONSE: The Postal Service’s national information indicates that the
following number of problems were reported on Consumer Service Cards
regarding return receipts:
1995
1996
1997
4635
4709
4683
Data on the types of problems reported regarding return receipts is not compiled.
RESPONSE OF THE UNITED STATES POSTAL SERVICE
TO INTERROGATORIES OF DOUGLAS F. CARLSON
DFCIUSPS-18. For each of the past three years, please provide all information
that is available in summary fon about the specific types of problems that
customers have experienced with post-office-box service. If this infonnation is
not available at the headquarters level, please provide this informaiion for all
levels for which it is available. (Note: The response to DBP/USPS33(d)
suggests that some “customer feedback” from Consumer Service Cards,
including “data,” is available to “local managers.“)
RESPONSE: The Postal Service’s national information indicates that the
following number of problems were reported on Consumer Service Cards
regarding post ofke boxes and caller service:
1995
1996
1997
5754
5206
4320
Data on the types of problems reported regarding post office and caller service is
not compiled, nor is this information split between post office boxes and caller
service.
CERTIFICATE OF SERVICE
I hereby certify that I have this day served the foregoing document upon all
paticipant$ of record in this proceeding in accordance with section 12 of the Rules of
Practice.
0
Anne B. &y&lds
475 L’Enfant Plaza West, S.W.
Washington, DC. 20260-I 137
November 26, 1997