Quarterly Performance for Special Services
Services Performed Between 10/01/2019 and 12/31/2019

Overview

In FY 2020 Quarter 1, service performance was measured for the following Special Services: Delivery Services (which is a composite of USPS Tracking®, Signature Confirmation™, Certified Mail®, Electronic Return Receipt, Registered Mail®, and Collect on Delivery), Post Office® Box Service, Address Correction Service, Insurance Claims, Money Order Inquiry, and Address List Services. Customers' service expectations vary based on the Special Service; therefore no single service performance methodology is used for all products.

For Delivery Services, the elapsed time from barcode scan at delivery to the time the delivery information is available to customers is compared against the service standard.

Post Office® Box Service is measured by comparing the availability of mail delivered to a P.O. Box™ section to the posted "uptime", the time of day when customers can expect to collect the mail from their P.O. Box™.

For automated Address Correction, the elapsed time from when data are transmitted to ACS to when data are forwarded to participants is compared against the service standard.

For Insurance Claims, the time in days from the date when all information is available for claims processing resolution to the date USPS® transmits a resolution to the customer is compared against the service standard.

For Money Order Inquiries, the time in days from the date when the customer purchases the inquiry service to the date a customer response is sent is compared against the service standard.

For Address List Services, the time in days from the date when customers request an address list service to the transmission of the corrected address information to the customer is compared against the service standard.

Service performance for Delivery Services and Post Office® Box Service is reported quarterly by postal district. Automated Address Correction, Insurance Claims, Money Order Inquiries, and Address List Services each use a national, or centralized, system; thus, service performance is reported at a national level.

Performance Highlights

For Special Services measured only at the national level, service performance in FY 2020 Quarter 1 was 99.4 percent on time for Money Order Inquiries, 89.2 percent on time for Insurance Claims, and 100.0 percent on time for Address Correction.

For Delivery Information Services, 97.0 percent of the information was delivered on time in FY 2020 Quarter 1, which is 0.2 points higher when compared to the same period last year. Portland and Seattle tied for the highest score at 98.4 percent on time. All 67 districts met or exceeded the performance target of 90.0 percent on time.

For Post Office® Box Service, national performance was 86.6 percent on time in FY 2020 Quarter 1, which is 3.9 points higher when compared to the same period last year. There were 16 districts which met or exceeded the performance target of 90.0 percent on time. Arkansas ranked highest among all districts with a score of 96.2 percent on time.