M-39 Management of Delivery Services

Handbook M-39, TL-13, 03-01-98
Administration of City Delivery
Service
13 Analyzing Operations
131 Carrier Operations
131.1 Timing of Analysis
At regular intervals and 3 or 4 weeks prior to route inspection, make the
analyses listed in 131.2.
131.2 Types of Analyses
131.21 Late Leaving and Returning
131.211 Source of Information
Obtain this information from Form 1813 or PSDS Printout.
131.212 Preparing the Analysis Form
See Form 1627 — exhibit 126.42. Complete as follows:
a. Enter the route number at the head of each column.
b. Enter above the route numbers, the leaving schedule plus 10 minutes
for each foot route and 20 minutes for each motorized route
(hundredths may be used).
c. Enter the date in the left column for 4-week period.
d. Enter the time each carrier left later than 10 minutes after the
scheduled leaving time or 20 minutes for motorized carriers who deliver
no relays for other carriers.
131.213 Analyzing Form 1813
Determine whether one or more carriers frequently left late. If so, there is
indication that:
a. Routes may not be adjusted properly.
b. The starting or leaving time may be improper.
c. There is a pattern in late leaving on the same day.
d. There may be heavy volume days where a pattern of late leaving is
prevalent. Possible solution: Provide for possible schedule changes,
staggering of mail flow, curtailment of mail, or auxiliary assistance
within the office.
e. Possible inefficiency exists.
131.22 Auxiliary Assistance and/or Overtime Given to Route
131.221 Source of Information
Obtain this information from Forms 3996 and/or PSDS Printout.
131.222 Preparing the Analysis
See Form 1627 — exhibit 131.222. Complete as follows:
a. Enter at the top of the columns the numbers of the routes selected to
be analyzed.
b. Enter the date in the left column and the day of the week opposite the
date.
c. Opposite the date and in the proper route column, enter the regular,
auxiliary, or overtime hours (in red) used over 8 hours.
131.223 Analyzing the Form
When overtime or auxiliary time is frequently used on a route, determine
whether (a) the route is properly adjusted, (b) the office time is consistent
with mail volume, or (c) the carrier is performing duties efficiently.
Exhibit 131.222
Form 1627
131.23 Hours Used on Auxiliary Route
131.231 Source of Information
Obtain this information from Forms 3997 and/or PSDS printout.
131.232 Preparing the Analysis
See Form 1627 — exhibit 131.232. Complete as follows:
a. Enter the auxiliary route number at the top of each column.
b. Enter the authorized hours for each auxiliary route below the route
number.
c. Enter the date in the left column and the day of the week opposite the
date.
d. Enter time used on each route on dates shown.
e. Indicate any increase in number of deliveries on data increase
occurred.
131.233 Analyzing the Form
a. Compare hours used with authorized hours to determine whether
excessive hours are being used. If hours appear excessive, take into
consideration additional deliveries due to new construction or added
territory.
b. Determine cause for excessive hours used and take appropriate action
as needed.
Exhibit 131.232
Analysis of Auxiliary Routes
Administration of City Delivery Service 131.24
46 Handbook M-39, TL-13, 03-01-98
131.24 Evaluating Employees
131.241 Prepare a Form 1627 similar to exhibit 131.241 for all new and other
employees not assigned to a regular route whose efficiency is not
satisfactory. Prepare a separate form for each of these employees.
131.242 Record the date, the route number, the absence hours, and the hours the
employees used against the absence; and indicate the days the employee
left after scheduled leaving time.
131.243 Additional columns may be used to record office and street time to measure
improvement. When satisfied that the employee is performing satisfactorily,
the record may be discontinued.
131.25 Mail Curtailed
131.251 Source of Information
Obtain this information from Form 1571.
131.252 Preparing the Analysis Form
See Form 1627 — exhibit 126.2. Complete as follows:
a. Enter the route number at the top of each column.
b. Enter dates in the left column and the day of the week opposite the
date for 4 continuous weeks.
c. From Form 1571, enter the number of pieces curtailed in the
appropriate route column. Circle in red when First-Class or newspapers
were curtailed, and show the number of pieces separately from the
others.
131.253 Analyzing the Form
a. If mail is seldom curtailed, review the analysis of late leaving and Form
3922, Daily Customer Services Unit Volume Recording Worksheet, for
the same period to determine whether carriers are permitted to clean
up rather than curtail within time limits to the next day. Also, review the
analysis of auxiliary and overtime for the same period to determine the
amount of auxiliary assistance and overtime used.
b. Determine whether carriers are authorized to curtail mail on heavy
days.
c. If curtailments are frequent, the office time schedule may be incorrect.
d. Frequent curtailment may be due to incoming mail not being worked as
early as possible. A revision of the clerks’ schedules may be the
solution. Delivery managers are responsible for bringing variation of
mail volumes to the attention of operation managers.
e. Watch for patterns in curtailment; such as, certain days of the week,
day before or after scheduled nonwork days. If curtailments are
necessary on Tuesdays, current distribution is probably not being
maintained on weekends.
Exhibit 131.241
Evaluation of Performance
132 Review of Collection Service
132.1 Policy
Collection service is an integral part and highly visible function of the
processing and delivery system and must be geared to the needs of the
mailing public and at least must meet national minimum collection standards
as published in Chapter 3, Postal Operations Manual. Effective and efficient
service can be achieved through proper scheduling of service and day-to-day
management of the operation.
132.2 Considerations
132.21 Motorized city carriers should collect mail from boxes as they return to the
office (with consideration to overall fuel consumption and travel time) rather
than earlier in the day, thus affording customers more deposit time. This
could also result in a reduction of mileage by evening collection runs, while
continuing to provide adequate collection service. In addition to collection
boxes, carriers must collect prepaid mail placed adjacent to, in, or on mail
receptacles when delivery is made to that particular delivery point. Motorized
carriers must collect from curbside boxes on their routes mail with postage
affixed if the signal flag is raised.
132.22 Collectors must report heavy volumes of mail deposited in boxes by business
mailers. Businessmen can be contacted to bring their mail earlier in the day.
132.23 Business collection trips must be scheduled to conform to availability of mail.
If volume warrants, an additional box may be placed beside the original box
to avoid customers’ leaving mail outside a filled box.
132.24 Mail chute receiving boxes and cooperative mailing racks in the lobbies of
office buildings may be collected by foot collectors in the downtown area,
using small folding nose handtrucks (Item 1071). This mail should be shuttled
to the distribution unit by motorized collectors.
132.25 Station-based collection routes may be established, and mail from several
routes can be shuttled to the mail distribution unit.
132.26 Larger residential carrier stations having sufficient vehicles and adequate
platform space may make collections in their own territory as well as in the
territory of several adjoining stations.
132.27 Parcel post delivery routes may be arranged to provide regular assignments
consisting of parcel post delivery and collections. This will eliminate some of
the problems regarding manpower available to make evening collections.
132.28 In VIM mailrooms, mail may be collected from bundled mail drops where
provided.
132.29 The proper separation of Local, Out of Town, Metered and Stamped Mail,
etc., must be maintained when collecting from boxes providing different levels
of service.
132.3 Barcode and Similar Data Collection Devices
Devices used to gather time of pickup and collection point location will be
assigned to carriers in the course of their duties to:
a. Review the quality of collection services.
b. Improve mailflow to the processing facility.
c. Evaluate travel patterns.
d. Assure that collections are made in accordance with existing service
guidelines.
These devices have the capacity to assist in gathering information for review
and daily analysis as listed in 133.1.
132.31 Barcode or similar data collection devices, computers and software programs
used as described in Section 132.3 must be approved by the office of
Delivery Policies and Programs and conform to procedures outlined in this
handbook.
133 Collection Service
133.1 Checklist
The following review made quarterly, or more often if needed, will reduce
delay of mail:
a. Are existing schedules realistic?
b. Has a manager checked a proposed schedule for safety, spread of
time, traffic conditions, changeable one-way streets, etc., before
initiating the collection trip on a permanent basis?
c. Have collection routes been scheduled to arrive at the distribution unit
at staggered times, and are schedules being maintained?
d. Is assistance necessary for collectors at the dock to help unload in the
quickest time and safest way possible? Does the collector have to take
the mail some distance into the building?
e. Does each collection schedule also contain an up-to-date map of the
area to be covered with the location of the boxes shown?
f. Is there a check on the arrival of the collectors at the distribution unit?
g. Are collectors required to report on Form 3968, Daily Mail Collection
Record, reason for late arrival at the distribution unit, and is this report
reviewed by a manager with intent to correct late returning?
h. Are pickups of heavy volume business mailers arriving at the
distribution unit as early in the day as possible?
i. Is MVS being used to extent possible to bring in collection mail in
conjunction with regularly scheduled motor vehicle runs?
j. Are boxes properly located and accessible to the public?
k. Are boxes anchored, and are boxes and the schedule labels and cards
kept in good condition?
l. Do the boxes bear the proper decals, color schemes, and do the labels
or cards show time mail is collected as well as the nearest later box
collection location?
m. Is street supervision being conducted on the collection service?
133.2 Tests
133.21 Purpose
Collection service tests should determine whether mail is being collected as
scheduled. Testing includes letter routes and all types of routes performing
collections.
133.22 Frequency
133.221 All city delivery offices must conduct random tests of their collection service
once each quarter. Additional tests may be made as required.
133.222 Collection routes must be tested each quarter or as specified by the region.
Additional tests may be conducted as required.
133.223 A particular collection point need not be tested within a prescribed period of
time. However, managers must be alert to conditions that point up the need
for selective testing in addition to the regular quarterly random sampling.
133.224 Managers must randomly select the desired number of test dates each
quarter using a local method or those specified by the region. Do not
schedule quarterly tests during Accounting Period 3.
133.23 Selecting Test Points
133.231 Collection points to be tested on each route must be determined by the
testing office. A collection point is any point used by customers to deposit
mail. This includes lobby drops, self-service postal centers, cooperative
mailing racks, mail chute receiving boxes, and collection boxes.
133.232 Every collection point on every route must be considered when selecting
points to be tested in the random sampling process each quarter, but
generally only a minimum number of points on each route should be tested. It
is not necessary to test every collection point on a route.
133.233 Select collection points to be tested by means of a random sampling
technique or other process established locally. Managers are to assure all
possible points are included in random selection process and are to include
points on routes collected by relay, letter carriers, and parcel post carriers, as
well as collection carriers. Provisions must be made for the testing of specific
collection points at the discretion of local management.
133.234 The number of collection points to be tested must be determined by local
management. Use the following criteria in selecting percentage of routes to
be tested:%
133.24 Test Day
Conduct tests on routes that start before 12 noon, regardless of ending time,
in one day, if possible. Conduct tests on routes beginning after 12 noon on a
different day (not necessarily the next day). Conduct tests on Saturday,
Sunday, and holidays, as well as during the week.
133.25 Test Card and Form
133.251 The large 10- by 13-inch reusable plastic test cards (D-1148) must be used
as the primary test item. The cards are numbered to facilitate recording
results of collection tests and to assure prompt recovery of any missed
collections. The name and ZIP Code of the testing post office must be on the
writing surface for identification before a test is conducted.
133.252 Form 3701, Delivery Survey, a multi-purpose mail test form, may be used in
lieu of the large plastic card only for special-purpose testing or whether the
use of the red and white plastic card would not be appropriate.
Note: Use Postal Service stamped envelopes or envelopes with postage
affixed to enclose Form 3701. Prepare Form 17, Stamp Requisition, in
duplicate and label it Collection Test. Sign the original only and give it to
the custodian of main stamp stock or to designated stamp clerk. Retain
duplicate Form 17 with other records of the test.
133.253 When testing mail chute receiving boxes, the size of the plastic card need not
restrict its use. If the manager or route examiner conducting the test cannot
insert the card into the receiving box through the large opening for the
deposit of packages, bundles, or over-size mail (which may not be provided
on all mail chute receiving boxes), open the receiving box and place the card
inside.
133.26 Recovery of Cards
Carriers must withdraw the plastic cards from the mail during collection and
hand them to the designated manager on arrival at the office. When mail is
carried to the office via a shuttle, the carrier making the initial collection must
keep the plastic cards and turn them in upon return to the office. If the test
card is not noted by the carrier, such as a sack in a cooperative mailing rack,
the manager must arrange the recovery of these cards at the mail processing
operation. The manager should note the circumstances of the recovery.
133.27 Test Mailing Record, Form 3702
133.271 The manager conducting the collection tests must enter the required
information in the spaces and columns 1 through 10 of Form 3702, Test
Mailing Record (Collection and Special Test Mailings). Furnish copies to
designated managers as needed.
133.272 Immediately on recovery of the test card, a designated manager must
complete columns and spaces 11 through 15 of Form 3702. If a Form 3702 is
not immediately available, the manager must record card number, post office,
ZIP Code, time received, and the number of the route from which the card
was recovered. Use Item 0-13, Routing Slip, to forward this information to the
unit conducting the test.
133.273 If the office conducting the test is an associate office participating in Area
Mail Processing, the manager in the associate office must make
arrangements to provide the office, processing their collection mail, copies of
Forms 3702 for completion. These completed forms must be returned to the
testing office immediately on completion.
133.28 Analysis and Corrective Action
133.281 If the tests show a collector failed to collect a box(es), a manager and a
collector must immediately collect this box to verify a card was in the box, but
the box was not collected. If investigation shows collector’s negligence or
error, management must take corrective action as appropriate.
133.282 Tests should be made at individual boxes to determine if they should be
withdrawn from service or relocated to benefit more customers. If a box
consistently generates less than 25 pieces, a review must be made to
determine if it should be retained at the location. Collection mail volume is
only one factor to be considered for box removal or relocation. Character of
mail collected (i.e., sales orders, daily reports, etc.) is also a prime factor. In
residential areas, if collection boxes are about 1/2 to 1 mile apart, the density
of these boxes is generally considered adequate. In business sections, install
boxes where greatest mail volume will be generated and where it will be
convenient to the greatest number of business places.
134 Street Management
134.1 Objectives
134.11 Street management is a natural extension of office management. All carriers
are to be notified to expect daily supervision on the street just as they receive
daily supervision in the office. For a delivery manager to fully understand and
control the organization, the manager must be aware of any conditions that
affect delivery anywhere within the service territory.
134.12 Accompanying carriers on the street is considered an essential responsibility
of management and one of the manager’s most important duties. Managers
should act promptly to correct improper conditions. A positive attitude must
be maintained by the manager at all times.
134.13 Conservation of energy is most important, and street supervision must also
be directed to achieve this objective. Supervisors must not permit
unauthorized deviations from the route, engine idling for excessive periods,
wasteful driving habits, and unauthorized or excessive vehicle stops and
moves on park and loop routes.
134.2 Techniques
134.21 The manager must maintain an objective attitude in conducting street
supervision and discharge this duty in an open and above board manner.
134.22 The manager is not to spy or use other covert techniques. Any employee
infractions are to be handled in accordance with the section in the current
National Agreement that deal with these problems.
134.3 Criteria for Need
Certain criteria may call attention for individual street supervision. When
overtime or auxiliary assistance is used frequently on a route (foot,
motorized, parcel post, collection, relay), when a manager receives
substantial evidence of loitering or other actions or lack of action by one or
more employees, or when it is considered to be in the interest of the service,
the manager may accompany the carrier on the street to determine the
cause, or meet the carrier on the route and continue until such a time as the
manager is satisfied. No advance notice to the carrier is required.
134.4 Findings
134.41 The manager may find:
a. Routes are not in proper adjustment, and the frequent use or requests
for auxiliary assistance or overtime is warranted.
b. A change in the line of travel could reduce: travel to and from the
route, deadheading on the route, or time-wasting delivery patterns.
c. The carrier is not performing duties efficiently or safely with regard to:
(1) Vehicle movement on park and loop routes.
(2) Proper use of relays.
(3) Fingering mail while driving or when walking up and down steps
or curbs or when crossing the street.
(4) Following the prescribed line of travel.
(5) Protection of all mail.
(6) Unauthorized or extended stops.
(7) Deviating from the route.
134.42 The manager must note areas of new construction, plan for expansion, and
be aware of urban renewal areas, changing traffic patterns, the need to
relocate collection boxes, customer problems of delivery, etc.
134.43 The manager must inspect for mail trapped behind wall-mounted or
wall-recessed apartment house mailbox units. Where mail is found, request
apartment house management to initiate prompt corrective action to preclude
recurrence.
134.44 The manager must periodically test mail locks on letter boxes and USPS
approved receptacles installed with arrow locks as follows:
a. A special key for testing arrow or inside locks is available from the Mail
Equipment Shops by requisition on Form 4983, Postal Key and Lock
Requisition. Smaller offices need only one key; larger offices should not
require more than 25 or 30 keys. The keys bear a numerical number
beginning with key No. 1. Do not confuse these numbers with the
combination number appearing on the back of locks and on the regular
arrow keys.
b. The test key shall be used as follows: With the lock in a locked position
and with the door or panel closed, insert the test key in the key slot in
the same manner as is done with the regular arrow key. If the lock can
be opened with the test key, it indicates the lock is defective and must
be replaced immediately.
c. To ensure immediate identification of defective locks, a red
pressure-sensitive label has been provided which readily adheres to
the surface of these locks. The label is imprinted Defective Lock —
Send to Nearest Mailbag Depository. The printing is so arranged that
when affixing the label to the lock, with some overlap, the indicated
instructions can still be seen. This label is identified as Label 60,
Defective Lock.
d. Send defective arrow or inside locks and padlocks to the Mail
Equipment Shops in accordance with Handbook AS-701, Material
Management. Defective arrow or inside locks and padlocks may be
shipped as quantities justify, but must not be held longer than 8
months. Be sure that a red label is attached to every defective lock sent
to the depositories and that the label is not put on any lock unless it is
known to be defective. Ship defective locks in lock container pouches.
Enclose small quantities in cartons or heavy envelopes securely
wrapped.
e. When defective locks are reported by carriers or by others, the locks
must be promptly repaired or replaced. These include arrow or inside
locks and padlocks on collection, storage, office mail chutes,
non-personnel rural postal units, and apartment house letter boxes,
and on postal mailroom doors in office and apartment buildings.
Withdraw from service immediately all mail locks on letter boxes that
are defective in the slightest degree.
134.5 Safety
During any period of street supervision, every opportunity must be taken to
emphasize safety while driving, walking on sidewalks, walking up and down
steps, crossing streets, collecting mail, or delivering relays or parcel post.