United States Postal Service®

Quarterly Performance for Special Services
Services Performed Between 07/01/2020 and 09/30/2020

Quarter IV
FY 2020

Overview

In FY 2020 Quarter 4, 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 4 was 91.5 percent on time for Money Order Inquiries, 72.1 percent on time for Insurance Claims, and 100.0 percent on time for Address Correction.

For Delivery Information Services, 96.8 percent of the information was delivered on time in FY 2020 Quarter 4, which is 0.6 points lower when compared to the same period last year. Dakotas and Seattle tied for the highest performance among all districts with a score of 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 88.4 percent on time in FY 2020 Quarter 4, which is 2.5 points lower when compared to the same period last year. There were 21 districts which met or exceeded the performance target of 90.0 percent on time. Arkansas ranked highest among all districts with a score of 96.7 percent on time.

 

District Delivery Information Special Services Combined Score Post Office® Box Service
Percent On Time Percent On Time
Capital Metro Area 96.8 85.3
Atlanta 96.4 76.5
Baltimore 96.2 88.5
Capital 95.6 80.6
Greater South Carolina 98.2 90.4
Greensboro 97.3 92.9
Mid-Carolinas 96.7 85.0
Northern Virginia 97.4 88.5
Richmond 97.2 79.6
Eastern Area 96.9 90.4
Appalachian 98.2 95.7
Central Pennsylvania 96.7 86.4
Kentuckiana 95.5 91.1
Northern Ohio 97.4 86.1
Ohio Valley 97.1 91.4
Philadelphia Metro 95.4 80.7
South Jersey 97.2 82.9
Tennessee 96.8 93.2
Western New York 97.3 91.6
Western Pennsylvania 97.9 93.0
Great Lakes Area 97.2 89.2
Central Illinois 97.1 88.1
Chicago 95.1 73.4
Detroit 96.7 75.7
Gateway 97.6 89.8
Greater Indiana 97.6 92.2
Greater Michigan 97.4 93.4
Lakeland 97.6 89.7
Northeast Area 96.9 82.8
Albany 96.8 89.9
Caribbean 94.1 44.0
Connecticut Valley 97.5 86.3
Greater Boston 97.6 83.2
Long Island 97.5 80.5
New York 95.1 62.5
Northern New England 97.5 87.6
Northern New Jersey 97.0 73.1
Triboro 95.4 71.4
Westchester 97.9 85.7
Pacific Area 96.1 82.5
Bay-Valley 97.7 83.3
Honolulu 90.2 85.5
Los Angeles 94.8 58.3
Sacramento 94.0 84.3
San Diego 97.5 85.7
San Francisco 95.8 89.6
Santa Ana 96.8 78.9
Sierra Coastal 97.5 83.6
Southern Area 95.9 91.3
Alabama 97.0 90.7
Arkansas 95.6 96.7
Dallas 95.7 89.0
Fort Worth 96.2 96.0
Gulf Atlantic 97.2 89.2
Houston 96.7 88.1
Louisiana 94.7 88.0
Mississippi 96.7 92.8
Oklahoma 97.3 94.4
Rio Grande 92.6 91.9
South Florida 95.6 81.3
Suncoast 97.3 86.5
Western Area 97.6 89.6
Alaska 95.8 68.6
Arizona 97.8 85.3
Central Plains 97.6 92.5
Colorado/Wyoming 97.1 81.6
Dakotas 98.4 92.0
Hawkeye 98.0 94.0
Mid-America 96.1 93.1
Nevada-Sierra 97.0 86.0
Northland 98.1 93.9
Portland 98.3 86.2
Salt Lake City 96.3 86.2
Seattle 98.4 87.8
Nation FY2020 Q4 96.8 88.4

Nation FY2019 Q4 (SPLY) 97.4 90.9

Nation FY2009 Annual 97.2 93.0
Nation FY2010 Annual 96.9 94.3
Nation FY2011 Annual 97.5 93.1
Nation FY2012 Annual 97.5 92.6
Nation FY2013 Annual 96.3 90.9
Nation FY2014 Annual 97.0 90.2
Nation FY2015 Annual 96.9 89.7
Nation FY2016 Annual 97.1 89.7
Nation FY2017 Annual 97.1 88.9
Nation FY2018 Annual 97.0 88.2
Nation FY2019 Annual 97.4 88.3
Nation FY2020 Annual 97.5 88.2
Nation FY2020 Q1 97.0 86.6
Nation FY2020 Q2 97.4 88.9
Nation FY2020 Q3 97.3 88.8

FY2020 Annual Target 90.0 90.0