|United States Postal Service®
Quarterly Performance for National Special Services
In FY 2021 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 division. 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.
For Special Services measured only at the national level, service performance in FY 2021 Quarter 1 was 91.0 percent on time for Money Order Inquiries, 73.1 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 2021 Quarter 1, which is 0.2 points lower when compared to the same period last year. Pacific Northwest had the highest performance among all divisions with a score of 97.6 percent on time.
For Post Office® Box Service, national performance was 83.9 percent on time in FY 2021 Quarter 1, which is 2.7 points lower when compared to the same period last year. Mid-South ranked highest among all divisions with a score of 89.3 percent on time.
|Percent On Time||Percent On Time||Percent On Time||Percent On Time|
|Nation FY2021 Q1||100.0||73.1||N/A||91.0|
|Nation FY2020 Q1 (SPLY)||100.0||89.2||N/A||99.4|
|Nation FY2009 Annual||97.0||77.9||100.0||97.1|
|Nation FY2010 Annual||99.4||84.0||100.0||95.4|
|Nation FY2011 Annual||91.6||87.3||88.9||97.2|
|Nation FY2012 Annual||100.0||85.2||83.3||99.2|
|Nation FY2013 Annual||100.0||83.3||100.0||99.2|
|Nation FY2014 Annual||100.0||90.6||33.3||98.3|
|Nation FY2015 Annual||100.0||96.4||100.0||99.3|
|Nation FY2016 Annual||100.0||96.9||N/A||99.2|
|Nation FY2017 Annual||100.0||98.7||N/A||99.1|
|Nation FY2018 Annual||100.0||95.9||N/A||99.3|
|Nation FY2019 Annual||100.0||91.4||N/A||99.4|
|Nation FY2020 Annual||100.0||84.1||N/A||93.1|
|FY2021 Annual Target||N/A*||N/A*||N/A*||N/A*|
*Setting of service targets for FY 2021 has been delayed due to unpredictable impacts from the COVID-19 pandemic.