The Quality of Mail Service in Western Montana

The quality of mail service in western Montana was reviewed with attention directed to the following concerns: determining the Postal Service's workload and mail processing capabilities in western Montana; comparing the first-class mail delivery performance in western Montana with that in the Postal Service's western region and in the Nation; analyzing consumer complaints to identify particular problems; and determining the type of service being given to preferential congressional mail from Washington to Montana. The review was conducted at postal facilities in Billings, Butte, Helena, Kalispell, and Missoula, Montana, and at the Postal Service headquarters in Washington, D.C.

During the 12-month period ending June 18, 1976, the Postal Service came very close to meeting its goal of 95 percent on-time delivery for mail committed to overnight delivery in western Montana. Mail committed to 2- and 3-day delivery areas was almost always below the Service's 95 percent goal. Mail delivery performances met or exceeded regional and national performance for mail committed to overnight and 2-day delivery areas but fell short on mail committed to 3-day areas. Mail sent to the wrong destinations, transportation delays, and failure of State distribution centers to process and dispatch mail in a timely manner caused some late mail delivery. Also, failure of postal headquarters officials to inform local postal personnel of the congressional mail program hindered overnight delivery of priority congressional mail. Analysis of customer complaints showed no significant problems related to the quality of first-class mail service.