United States Postal Service®

Quarterly Performance for Special Services
Services Performed Between 07/01/2018 and 09/30/2018

Quarter IV
FY 2018

Overview

In FY 2018 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 2018 Quarter 4 was 99.3 percent on time for Money Order Inquiries, 92.7 percent on time for Insurance Claims, and Address Correction was 100.0 percent on time.

For Delivery Information Services, 97.3 percent of the information was delivered on time in FY 2018 Quarter 4, which is 0.5 points higher when compared to the same period last year. Dakotas had the highest scores at 98.7 percent on time. Twelve districts were at or above 98.0 percent on time in FY 2018 Quarter 4.

In FY 2018 Quarter 4, Post Office™ Box Service national performance is 0.2 points higher when compared to the same period last year, at 90.1 percent on time. There were 31 districts which met or exceeded the performance target of 90.0. Arkansas ranked highest among all districts with a score of 98.0 percent on time.

The national FY 2018 annual scores for all Special Services, with the exception of Post Office Box Service, exceeded the target of 90.0.

 

District Delivery Information Special Services Combined Score Post Office™ Box Service
Percent On Time Percent On Time
Capital Metro Area 97.1 83.8
Atlanta 97.0 74.7
Baltimore 96.9 83.4
Capital 95.6 77.6
Greater South Carolina 97.7 86.8
Greensboro 97.7 92.7
Mid-Carolinas 97.6 84.2
Northern Virginia 97.1 86.5
Richmond 97.0 81.0
Eastern Area 97.1 92.0
Appalachian 98.1 96.4
Central Pennsylvania 96.8 89.6
Kentuckiana 97.4 94.2
Northern Ohio 97.8 87.1
Ohio Valley 95.6 90.7
Philadelphia Metro 96.7 85.2
South Jersey 96.7 88.1
Tennessee 97.1 95.4
Western New York 98.0 91.0
Western Pennsylvania 98.0 93.3
Great Lakes Area 97.7 90.8
Central Illinois 97.7 89.8
Chicago 95.2 79.1
Detroit 97.9 81.9
Gateway 97.7 91.9
Greater Indiana 98.1 93.4
Greater Michigan 98.2 93.9
Lakeland 97.9 89.9
Northeast Area 97.3 84.3
Albany 96.7 90.1
Caribbean 97.1 59.7
Connecticut Valley 97.9 86.4
Greater Boston 97.6 84.3
Long Island 97.7 84.4
New York 96.0 63.7
Northern New England 98.2 89.1
Northern New Jersey 97.6 77.5
Triboro 95.8 78.7
Westchester 97.5 80.5
Pacific Area 97.1 89.9
Bay-Valley 98.1 88.7
Honolulu 94.2 88.0
Los Angeles 96.2 74.0
Sacramento 95.9 90.3
San Diego 97.7 94.2
San Francisco 97.3 92.0
Santa Ana 97.6 94.1
Sierra Coastal 97.6 91.9
Southern Area 97.1 93.5
Alabama 96.9 93.3
Arkansas 96.9 98.0
Dallas 96.0 90.0
Fort Worth 97.6 97.1
Gulf Atlantic 97.6 93.7
Houston 96.6 90.1
Louisiana 96.2 92.4
Mississippi 97.5 96.1
Oklahoma 97.8 95.1
Rio Grande 97.3 94.0
South Florida 96.4 79.1
Suncoast 97.8 88.8
Western Area 97.8 91.0
Alaska 95.1 76.2
Arizona 97.8 83.9
Central Plains 98.1 94.1
Colorado/Wyoming 97.7 83.9
Dakotas 98.7 94.8
Hawkeye 98.1 95.4
Mid-America 97.0 95.2
Nevada-Sierra 97.1 80.9
Northland 98.3 94.8
Portland 97.9 85.5
Salt Lake City 97.2 87.5
Seattle 98.1 89.8
Nation FY2018 Q4 97.3 90.1

Nation FY2017 Q4 (SPLY) 96.8 89.9

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 FY2018 Q1 96.6 84.2
Nation FY2018 Q2 96.7 87.5
Nation FY2018 Q3 96.9 90.7

FY2018 Annual Target 90.0 90.0
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