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Three members of the 1st Ward post office Customer Advisory Council (CAC) and two staffers from Alderman Manny Flores office met with two managers from the U.S. Postal Service in the third meeting of the CAC at the Roberto Clemente post office (60647). The CAC members were from two zip codes (60622 & 60647) in the 1st Ward. The post office managers included the Station Manager for Wicker Park Station (60622) and a representative from Chicago Postmaster Gloria Tyson's District Manager office.
For reasons that were unclear at the time, none of the employees of the Clemente post office were expecting the CAC meeting to be held there. Station Manager Rey Rueda was not available and a custodian had to be called from home to open the conference room for the meeting. The CAC met the newly appointed Wicker Park Station Manager, Ms. Mary J. Ware, who was recently promoted from Delivery Supervisor at 60622. Topics discussed in depth with Ms. Ware included: >> Techniques and policies that carriers are supposed to follow at the Station to make it less difficult for substitute carriers to sort mail in preparation for delivery to an unfamiliar route. >> Things that customers can do to make it easier for their mail to get delivered: e.g., clean sidewalks; clearly labeled boxes; emptying all mail from boxes between deliveries; dog control. >> Adjustment of routes now underway (in 60622) to even out number of deliveries per carrier to further improve time of day that deliveries are made. >> The effect of union senority on route adjustment when more senior carriers have some ability to choose their route assignments. >> Invitation for CAC members from 60622 to meet with the carriers at the Wicker Park Station and watch them prepare for their routes. >> Suggestion to invite a carriers union steward to a CAC meeting for a firsthand exchange of customer and delivery issues. >> When a carrier does not show up for duty on a particular day, that route is split between several other carriers who make the deliveries on an overtime basis after completing their own route. The substitute may be unfamiliar with the customers and delivery locations they are covering. >> Problems arise when a new building on a corner decides to use the side street as the mailing address and the "front" street as the entrance (or vice versa). In some cases this can result in a building's address and its mailboxes being on two different carrier routes. >> Requested that when CAC members see new construction that they urge the developer or contractor to contact their local Station Manager early in the process to make correct box placement more likely. Although no one from USPS specifically said so, it became apparent that the more seniority a carrier has - that is, the more experienced a carrier is - the less likely they are to select or agree to a lengthy or more complicated route. One might guess that the flip side of this situation would result in the longer and more difficult routes being handled by the least experienced carriers. The CAC told the USPS managers that after some improvement in overall service in May and June in some neighborhoods, mis-delivered and non-delivery complaints are again on the increase in July and August. Time of day for delivery continues to be much better. Registered mail delivery is still erratic. The CAC delivered a half dozen specific complaints received from 60622 customers to Ms. Ware who said that she would investigate and contact the customers. Representatives from Manny Flores office renewed the Alderman's June 2007 pledge to find a way to intervene in the new building permit process so as to assist in getting proper placement of new boxes. Representatives from the Alderman's office also delivered several other documented 1st Ward complaints to Ms. Santiago from Ms. Tyson's office. She, too, promised to investigate. Ms. Santiago also discussed: >> Attitude problems that can arise when a Station Manager is not fully committed to customer service. In those cases customers should first use the USPS 800 number (800-ASK-USPS) to establish their intial complaint. Since that item will then be electronically rerouted from the national call center to the post office in question - which may produce a conflict of interest - the customer can next call 312-983-8403 for escalation. That is the Chicago Consumer Affairs office. >> Launch of a new "Accuracy Of Delivery" program. The intent is that when USPS learns of a customer with frequent delivery issues they will mail a postcard to that customer. The card contains a Day-Glo pink sticker to be affixed to the mailbox. The sticker says: Carrier Please Check For Accuracy. >> Announced that many post offices (including 60618, 60622 & 60647) will be getting local Consumer Care Representatives. These people will be on hand to receive phone calls from customers who have problems. Since the local Stations no longer have their numbers listed in the phone directory, it was not clear what the exact contact mechanism would be for customers. The next CAC meeting is scheduled for 6:30PM, Tuesday September 11 2007 at Daniel Doffyn Station, 3750 N. Kedzie Avenue (60618). CAC elections will be held then. |
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