Effective immediately, the Postal Operations Manual is being updated to provide the field with guidance for retail hours, lobby hours, Post Office™ (PO) Box service, and caller service.
Postal Operations Manual (POM)
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1 Retail Management
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12 Retail Facility Management
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125 Lobby Management
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125.3 Space Utilization
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125.34 Lobby Displays and Promotions
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125.343 Mandatory Public Information to be Available
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Exhibit 125.343
Mandatory Public Information to be Available
[Revise Exhibit 125.343 to read as follows:]
1 Available through the direct vendor signage contract.
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126 Retail Services Management
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126.4 Retail Hours
[Revise 126.4 to read as follows:]
126.41 General
Schedule retail services and lobby hours during hours that most appropriately meet the needs of the majority of customers in the local area. Stations and branches are not required to be open at the same scheduled hours as the main office. Stations and branches can adjust retail service hours to meet the needs of the local community. Units in suburban communities and/or large shopping centers may provide late evening service for customer convenience if approved by the district manager, Customer Service and Sales.
126.411 Main Post Office and Units in Business Areas
Units located in a business area should typically maintain the operational hours of the business community.
126.412 Saturdays
Window service is provided on Saturdays if there is a demonstrated need. At financial units serving business areas or facilities serving communities where residents leave on weekends, retail service may be closed if service is available at other postal units, at contract stations, or by self-service equipment. Postmasters must post signage informing customers of locations and hours of such services.
126.413 Sundays
Window service is typically not provided on Sundays unless approved by the district manager, Customer Service and Sales.
126.414 Signs
Postmasters must use available standard signage to publicize the services and hours at each postal unit.
126.42 Change in Retail Hours
If the needs of the community have changed, the postmaster should use recent Window Operations Survey (WOS) reports as well as customer feedback to determine if a change in service hours should be considered. If the postmaster determines a change in service hours are warranted, he/she must obtain approval.
Permanent changes in the hours of operation must be approved by the district manager, Customer Service and Sales. Once approved, the area retail office must notify Headquarters Retail Operations of the change in hours of operation at a minimum of 30 days in advance of the change. Do the notification, via e-mail, using the “Notification of Proposed Change in Office Hours” located at http://blue.usps.gov/wps/portal/officehours.
If approved, the postmaster is responsible for informing customers 30 days in advance of the change in hours of operation by posting temporary signs on the entrance doors. These temporary signs should identify the nearest Post Office that can provide retail service outside of the new hours of operation. Offices must check with their district retail office for further information about appropriate temporary signage.
The postmaster must order a replacement for the mandatory “hours of operation” decal from the Direct Vendor Signage Catalog with sufficient time to receive the new decal prior to the change in hours. Apply the new decal to all entrance doors per the retail standardization guidelines.
The postmaster is also responsible for making changes to all databases containing unit hours of operation such as the facilities database. Review and update the lobby hours, window service hours, Express Mail acceptance times, and passport acceptance times as necessary.
126.43 Lobby Hours
At a minimum, customers must have access to their PO Boxes during all retail service hours of operation. Separate PO Box lobbies should remain open when someone is on duty in the postal unit. At the postmaster’s discretion, lobbies may remain open 24 hours a day to allow customers access to PO Boxes and self-service equipment, provided that customer safety and security provisions are deemed adequate by the Inspection Service.
126.44 Local or State Holidays
Post Offices may not be closed solely for a local or state holiday. Window or other services may be reduced if warranted by lessened demand. Otherwise, customers must receive normal levels and types of service.
126.45 Self-Service Units
Where criteria and approval for placement are met, Automated Postal Centers may be placed in lobbies to reduce retail transactions and for postal customer’s convenience when retail service is not available. Postmasters must encourage their customers to use the self-service equipment by informing them of the availability, locations, advantages, and products available from equipment. All self-service equipment must be operable and available for customers when the lobby is open.
126.46 Consolidation of Retail Counter Service
Consolidate retail windows and services so that the use of each retail service counter is maximized. Windows offering specialized services are opened only if conditions warrant and if approved by the district manager, Customer Service and Sales. All approved specialized retail service counters must also offer stamps and postal stationery.
126.47 Specified Postal Business
Contract stations and branches offer specified postal business during normal business hours or hours designated by the postmaster. Contractors on their own initiative may conduct postal business beyond those designated by the postmaster.
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14 Other Retail Services Management
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141 Delivery Services
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141.4 PO Box and Caller Services
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141.42 PO Box Service
[Revise 141.42 to read as follows:]
141.421 General
PO Box service consists of delivery to PO Boxes assigned to customers. These boxes are located at Postal Service facilities, subject to customer demand and the Postal Service’s ability to provide them. The boxes are arranged in different configurations and must follow certain equipment and numbering requirements (see 141.425).
141.422 Standards for PO Box Service
At a minimum, customers must have access to their PO Boxes during all retail service hours of operation. Separate PO Box lobbies should remain open when someone is on duty in the postal unit. At the postmaster’s discretion, lobbies may remain open 24 hours a day to allow customers access to PO Boxes and self-service equipment, provided that customer safety and security provisions are deemed adequate by the Inspection Service.
141.423 PO Box Service Up-Time
Each unit must have a scheduled PO Box up-time for committed box mail to be finalized and available to the customers. This up-time varies from unit to unit and is established based upon variables, such as mail arrival time, average mail volume per trip, and staffing availability.
Schedule PO Box services during hours that meet the needs of a majority of customers in the local area. Time PO Box up-times to match carrier leave times, because this is the time of day when all mail is available for distribution to PO Boxes. The local postmaster is responsible for establishing the local PO Box up-time with district approval. This PO Box up-time is required to be posted in the retail lobby to inform customers and in the box distribution area for the employees working the mail. Postmasters should strive to have all mail in PO Boxes as early as operationally possible to attract and retain customers to this premium mail service.
141.424 Configurations
PO Box service is provided through the following configurations:
a. A PO Box unit is any number of PO Box sections that comprise the total PO Boxes in a facility that is under one 5-digit ZIP Code.
b. A PO Box module is any configuration of standard-size boxes having the same overall dimensions as an assembly of the smallest size configured two high and six wide.
c. A PO Box module unit is a unit composed of five PO Box modules arranged vertically. (In some cases, the module will exceed 72 inches in height.)
d. A section is two PO Box module units side by side (with a maximum width of approximately 48 inches). For series 700, 1300, and others, a maximum width of 48 inches applies.
A PO Box section should not exceed 120 boxes or be wider than 48 inches. In cases where the physical layout of a PO Box section unit involves inside corners or outside corners (from the viewpoint of the box clerk) that separate two box module units that would normally make up a box section, consider the following:
1. In the case of an inside corner, if one of the walls contains an odd number of module units, include the odd module unit with the adjacent two units to form the box section. If both walls contain an odd number of module units, the units adjacent to the corner, if within arms’ reach of each other, may be combined to form a box section. If an odd module unit is not within arms’ length of an adjacent unit, the module unit should be designated as a box section by itself.
2. In the case of an outside corner, when there is an odd number of PO Box module units, one PO Box module unit will constitute a PO Box section when necessary.
Note: All new PO Box sections must conform to the guidelines in 141.425. Existing box sections should be made to conform to these standards, when practicable.
141.425 Requirements
Equipment and numbering requirements are as follows:
a. Equipment:
1. Key-locking models of PO Boxes are the only types available for installation in new facilities or for expansion or replacement of existing PO Box sections. Surplus key-locking equipment may be used to match styles upon expansion of currently existing PO Box sections.
2. The 1800 series of PO Box equipment should not be used in the same PO Box section as 1500 series or earlier equipment models.
3. Antique call box equipment may no longer be used for the provision of PO Box service; however, the equipment may be used as an adjunct to general delivery.
4. Damaged PO Boxes must never be rented to customers. PO Boxes that have already been rented but are damaged must be repaired as soon as possible.
b. Numbering:
1. Number all PO Boxes sequentially.
2. Number all PO Boxes vertically from top to bottom. The top box of each column of boxes should end in the number 1 (for example, 1, 11, 21, 31, 41, 51, and 61). Do not use alphabetical designations.
3. The district Address Management System (AMS) office must approve, in advance of the installation and customer notification, numbering deviations where columns contain more than 10 boxes.
4. PO Box numbers must all be numeric and must not be repeated within a finance number.
141.43 Caller Service
[Revise 141.43 to read as follows:]
Caller service is a premium service available for a fee to any customer under the following conditions:
a. The customer plans to receive an incoming volume of mail that cannot fit into the largest available PO Box.
b. The customer wants a PO Box but a box is unavailable.
c. The postmaster determines that such service does not adversely affect postal operations.
d. The customer is not receiving firm holdout service.
To establish caller service, postmasters must do the following:
a. Obtain a series of box numbers from AMS for caller service that is completely separate and apart from the numbers assigned to the physical PO Boxes.
b. Determine the scheduled times and locations for the provision of caller service. The designated location for the customer to retrieve his or her mail must not compromise the Postal Service’s security guidelines.
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8 Special Services
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84 Other Delivery Services
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841 PO Box Service
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841.7 Operations
[Revise 841.71 to read as follows:]
841.71 Standards — PO Box Service
If postmasters find that safety and security provisions allow it and there is sufficient public demand, they may keep the PO Box lobby open to the public 24 hours a day.
841.72 PO Box Service Up-Time
Each unit must have a scheduled PO Box up-time for committed box mail to be finalized and available to the customers. This up-time varies from unit to unit and is established based upon variables such as mail arrival time, average mail volumes per trip, and staffing availability.
PO Box services should be scheduled during hours most appropriate to the needs of the majority of customers in the local area. PO Box up-times should be timed to match carrier leave times, since this is the time of day when all mail is available for distribution to PO Boxes. The establishment of the local “PO Box Up-time” is the responsibility of the local postmaster, with district approval. This PO Box up-time is required to be posted in the retail lobby to inform the customers and in the box distribution area for the employees working the mail. Postmasters should strive to have all mail in PO Boxes as early as operationally possible to attract and retain customers to this premium mail service.
If a unit consistently fails to meet the scheduled PO Box up-time, then an analysis should be done to determine if actions may be taken to improve performance. This will include examining the Mail Arrival Profile and potential transportation changes, updating PS Forms 1994 for clerical staffing, and performing a Function 4 Staffing Review when necessary. As a last resort, consider changing the scheduled PO Box up-time based on the approval of the district manager. Implement any changes to the scheduled PO Box up-time at the beginning of a fiscal quarter. Exceptions to quarterly implementation for extenuating circumstances may be implemented with approval of the district manager. Customer notification should be provided 30 days in advance of any scheduled up-time change.
841.73 PO Box Mail Distribution
Place mail addressed to PO Boxes in proper boxes upon availability from distribution operations. Ensure Hot Case is cleared and all committed mailpieces, including First-Class Mail, Periodicals, Standard Mail, and packages, are distributed to PO Boxes. After all available committed mail is distributed, scan the PO Box barcode to confirm mail distribution is complete, and then cradle the scanner to ensure scan data is uploaded timely.
841.74 Withdrawal of Mail from PO Boxes
Mail may be delivered to authorized persons who forget their keys or cannot open their boxes. Mail should not, however, be handed out to persons properly supplied with keys who can open their boxes but who make it a practice of requesting that their mail be given to them. Do not hand out mail if the box fees are not paid by the due date according to 841.22.b.
841.75 Change-of-Address Orders
841.751 Who May File
Customers may file change-of-address orders, as follows:
a. Organizations. Only the PO Box customer or authorized representatives of the organization listed on the PS Form 1093 may file change-of-address orders. The organization is responsible for forwarding mail to other persons receiving mail at the box.
b. Residential PO Box customers, Fee Groups 1 through 7. Only the box customer listed on the PS Form 1093 may file change-of-address orders. The box customer is responsible for forwarding mail to other persons receiving mail at the box.
c. Residential PO Box customers, Fee Group E. The box customer or any other person listed on the PS Form 1093 may file an individual change-of-address order. Only the box customer may file a change-of-address order for the entire family.
841.752 Standard Procedure for Handling Change-of-Address Orders
The procedures for handling change-of-address orders are as follows:
a. Affix the 3982 label to PS Form 3982.
b. If incorrect information is discovered on the 3982 label, complete PS Form 3546, Official Change/Correction to Mail Forwarding Change of Address Order, and select the box for the appropriate action to take. Transcribe the information that appears on a 3982 label onto PS Form 3982 and select check box “3546 submitted”. When the corrected 3982 label is received, affix the label over the initially transcribed information on PS Form 3982.
c. When a PS Form 3575Z, Employee Generated Change of Address, is filed, transcribe the information on PS Form 3982 and select check box “3575Z submitted”. When the 3982 label is received, affix the label over the initially transcribed information on PS Form 3982.
841.753 Flagging PO Boxes
The procedures for flagging boxes in which a valid change-of-address order is on file are as follows:
a. Use a white label to identify PO Boxes for which there is no valid change-of-address order on file. Apply a colored label or dot to the white label to identify boxes for which there is a valid change-of-address order on file and for which mail may be received addressed to other than the current box customer.
b. If a box has changed hands more than three times in the last year, use any reasonable means, in addition to colored labels or dots, to identify this box as one that probably receives mail addressed to other than the current box customer.
c. If desired, show on the labels the dates on which colored labels should be replaced with white labels, or the dates the colored dots should be removed from the white labels. Except for these dates, labels should show only information on the name of the current box customer.
d. Review all mail addressed to color-coded boxes, other than that addressed to or in care of the current box customer, for determination if a valid change-of-address order is on file. If a valid forwarding address is not on record, distribute the mail to the box as addressed, unless the box customer of record advises that mail for the addressee must not be placed in the box.
e. Treat mail rejected by the box customer as undeliverable.
f. Replace colored labels with white labels or remove colored dots from the white labels immediately following the termination or expiration of a forwarding order or as soon as it is apparent that color-coding no longer is needed.
841.76 Vacant Boxes
To help increase the visibility and occupancy rates of PO Boxes, “Availability Tags” can be affixed to vacant PO Boxes to indicate to customers which boxes are available for rent in an office.
841.8 Refusal to Provide Service, Termination of Service, and Surrender of Service
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841.82 Termination of Service
A postmaster may close a PO Box when the box customer has done any of the following:
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[Add new item d to read as follows:]
d. Failed to respond to the postmaster’s certified letter addressed to the street address provided on PS Form 1093 requiring the customer to select the provided options to rectify the overflow condition.
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We will incorporate these revisions into the next printed version of the POM and also into the online update, available on the Postal Service™ PolicyNet website:
n Go to http://blue.usps.gov.
n In the left-hand column under "Essential Links", click PolicyNet.
n Click Manuals.
(The direct, URL for the Postal Service PolicyNet website is http://blue.usps.gov/cpim.)
— Retail Operations,
Delivery and Post Office Operations, 7-15-10
