U.S. Postal Service

GAO testified that labor-management relations at Postal Service facilities are poor and sometimes acrimonious. These conditions have persisted for years because labor and management leadership--both national and local--have been unable to work together to find solutions to their problems. At the same time, mail delivery and customer satisfaction, which are highly dependent on employee and management commitment, have deteriorated. Under Postmaster General Marvin Runyon's direction, the Postal Service has taken significant and promising steps to change its culture and improve its performance. However, lasting improvements will be realized only if postal management, union, and management association leaders at all levels are committed to changing their traditional practices. This may require modifying the national agreements to allow for workplace flexibility; empowering employees through work teams; and linking pay, in part, to organizational and unit performance.