Sales and Service

USPS OIG

 

The Sales and Service Directorate assesses whether the Postal Service’s marketing and retail efforts are effective in providing world-class customer service, increasing customer value in core products and services, and increasing operational efficiency through standardization and process improvement. To that end, the Sales and Service reviews focus on several areas, including strategic planning, marketing, retail, and postal ratemaking.

The Postal Service operates in a globally competitive environment and its ability to maintain or increase its market share of the $900 billion mailing industry is essential to providing universal service at affordable rates. Therefore, the Postal Service designs its marketing products and services to build customer awareness and loyalty. The Postal Service also wants to ensure its services are available at places where customers choose to do business. The OIG’s work in this area will focus on evaluating marketing strategies and programs to assist the Postal Service in improving products and services for their customers.