Update Notice. Handbook M-39 Management of Delivery Services

Transcription

1 Update Notice Handbook M-39 Management of Delivery Services Handbook M-39, originally published March 1998, has been updated online with Postal Bulletin revisions through April 4, Revision bars in the margin indicate where changes have been made since publication of the March 1998 printed version. Future printed editions of Handbook M-39 will include these revisions. Affected sections: Daily Operations Postal Bulletin 22047, 4/5/ Determine Carrier Case Requirements Postal Bulletin 22029, 7/27/ Casing Systems Postal Bulletin 22029, 7/27/ Curbline Routes Postal Bulletin 22029, 7/27/ Office Work When Carriers Return From Route Postal Bulletin 22047, 4/5/ Completing Lower Half of Form 3999 Postal Bulletin 22073, 4/4/02

2 Management of Delivery Services Handbook M-39 March 1, 1998 Transmittal Letter 13 A. Explanation. This is a partial revision of Handbook M-39, Management of Delivery Services, that incorporates current postal forms and language and deletes forms and language made obsolete since Transmittal Letter 12 dated June 30, This revision is a complete issue of Handbook M-39. Discard all previous transmittal letters. B. Distribution 1. Initial. Handbook M-39 is being distributed directly to all post offices with city delivery service and to their classified stations and branches. 2. Additional Copies. Order additional copies as needed from the appropriate material distribution center. C. Questions and Comments. Suggestions and comments about this handbook should be sent to: DELIVERY OPERATIONS SUPPORT US POSTAL SERVICE 475 L ENFANT PLZ SW RM 7142 WASHINGTON DC D. Cancellations. All previous issues of Handbook M-39 are obsolete. E. Effective Date. This handbook is effective March 1, Nicholas F. Barranca Vice President Operations Support

3 Summary of Changes Summary of Changes Chapter 1, Administration of City Delivery Service Section 111.2n is updated to reflect the current Postal Operations Manual, Domestic Mail Manual, and Handbook M-41, City Delivery Carriers Duties and Responsibilities, references. Section b is updated to reflect the current use of Computerized Forwarding System (CFS) and deletes references to Central Markup (CMU). Section k is revised to incorporate the change to use CLASS case labels. Section is a clarification of the items that should be checked. Section 128 is a title change from Customer Service Management Data System (CSMDS) to Operations Analysis. Section updates the language for the current Form Section updates the language for the current Form Sections , , , and all incorporate language for the allowed use of the Edit Book. Sections 128.3, , and all update the language for the current Form Section is deleted because of reference to obsolete Form Section updates office responsible. Section makes reference to Chapter 3 for clarification. Section h updates management level responsible. Section updates management level responsible. Section updates management level responsible. Section 153 updates management level responsible. Section 153c deletes reference to SF-46 and adds valid state driver s license. Section deletes reference to obsolete Form 3997B. Section is renumbered to section 162 and updates analysis of Form Section 171.2a(1) updates management level responsible. Section 181.1a is updated to reflect the current use of Computerized Forwarding System (CFS) and deletes references to Central Markup (CMU). Reference is also made to UAA. Section 181.1b makes reference to UAA. Section 181.1c updates procedures for handling Forms 3575 and Section 181.1e identifies machinable and non-machinable separations. iii

4 Summary of Changes Section 181.1g is updated to reflect the current use of CFS and deletes references to CMU. Section 181.1g(2) is updated to reflect the current use of CFS database and deletes references to CMU. Section 181.1g(3) is updated to reflect the current use of CFS and deletes references to CMU. Section 181.1h is updated to reflect the current use of CFS and deletes references to CMU. Section 181.1h(2) incorporates language for Form 3575-Z. Section 182 is updated to reflect the current use of CFS and deletes references to CMU. Section 182a is updated to reflect the current use of CFS and deletes references to CMU. Section 182c is updated to reflect the current use of CFS and deletes references to CMU. Section 182e is updated to incorporate the term imaging. Chapter 2, Mail Counts and Route Inspections Section 214a(7)(b) corrects exhibit reference. Section 214a(7)(c) incorporates language for the allowed use of the Edit Book. Section 214a(8) adds language to review DPS procedures. Section 216.2f adds language to provide Standard Operating Procedures to managers. Section clarifies language for data to use. Section is updated to incorporate the use of Form 3999-X. Section corrects headquarters office name. Section corrects reference to read Section corrects reference to read pp Section a updates recording procedures of DPS volume. Section g updates accounting procedures of DPS pieces. Section i updates mail classification. Section is updated to reflect the current use of CFS and deletes references to CMU and recording procedures of DPS pieces. Section is updated to reflect the current use of CFS and deletes references to CMU. Section is updated to reflect the current use of CFS and deletes references to CMU. iv

5 Summary of Changes Section b is updated to reflect the current use of CFS and deletes references to CMU and recording procedures of DPS pieces. Section i incorporates language for the allowed use of the Edit Book. Section n incorporates language for the allowed use of the Edit Book. Section j deletes reference to SF-46. Section 241 deletes reference to exhibit page 3, changing it to section Section is updated to incorporate T-6. Section is updated to incorporate T-6. Section l is updated to include DPS pieces. Section is updated to reflect the current use of CFS and deletes references to CMU. Sections 242.4e, 242.4f, and correct all exhibit references to be l. Section is updated to reflect the current use of CFS and deletes references to CMU. Section is updated to reflect the current use of CFS and deletes references to CMU. Section incorporates language for the allowed use of the Edit Book. Section is updated to incorporate T-6. Section deletes reference to obsolete Form 3921-A. Chapter 3, Unit Summary of City Delivery Routes Chapter 3 is totally re-written to account for revised Form Exhibits Exhibit is revised. Exhibit is revised. Exhibit is revised. Exhibit is reserved for form being changed. Exhibit incorporates current form. Exhibit is revised. Exhibit 213d (pages 1, 2, 3, and 4) is revised. Exhibit 213e is revised. Exhibit (page 1) incorporates current version. Exhibit (pages 1 and 2) is revised. Exhibit (pages 3, 4, and 5) incorporates current version. Exhibit is revised. v

6 Summary of Changes Exhibit a(5) (pages 1 and 2) is consolidated to exhibit a(5). Exhibit is revised. Exhibit incorporates current form. Exhibit (pages 1 and 2) is revised. Exhibit (page 3) incorporates current form. Exhibit (pages 1 and 2) is revised. Exhibit 241 (pages 1 and 2) is revised. Exhibit 251 (pages 1 and 2) incorporates current form. Exhibit 32 (pages 1 and 2) is revised. vi

7 Contents 1 Administration of City Delivery Service Introduction Basic Requirements General Daily Operations Types of Routes Delivery Business Route Residential Route Mixed Business and Residential Route Collection Foot Collection Route Motorized Collection Route Business Collection Route Residential Collection Route Mixed Collection Route Types of Delivery Foot Route Curbline Motorized Route Bicycle Route Park and Loop Route Dismount Route City Delivery Area Map Discipline Basic Principle Using People Effectively Obligation to Employees Maintain Mutual Respect Atmosphere Mail Processing for Delivery Services Scheduling Clerks in a Delivery Unit Mail Flow Leveling Volume Fluctuations Plan for Next Day s Workload Receipt of Principal Letter Dispatch Receipt of Morning Close-Out Dispatch Receipt of Principal Flat Dispatch Preferred Procedure vii

8 Contents Second Priority Third Priority Fourth Priority Fifth Priority Sixth Priority Carrier Withdrawal of Letters and Flats Mail Available on Return to Office Segmentation of Mail Definition Identifying Potential Segmentations for Distribution Segmentations Requested but Not Made by Mail Processing Segmentations Made by Carriers Parcel Post Receipt of Parcel Post Parcel Post Received in Sacks Made Up to Route Parcel Post Distributed to Routes at the Unit Undistributed Parcel Post at the Unit Utilizing Work Area and Equipment Workroom Floor Layout Determine Carrier Case Requirements Equipment Authorized at Detached Units Distribution Cases Approved Items for Casing Flats Carrier Case Labeling Satchel Carts Assignment Follow-Up Office Work Routine Carrier Work Methods Office Casing Mail Casing Systems Letter Mail Defined General Letter Mail Presequenced Letter Mail and Address Cards Flats and SPRs Pulling Down Flats Collating Presequenced Mailings Special Instructions Expedited Preferential Mail Morning viii

9 Contents Afternoon Multi-Receptacle Delivery Definition Mailroom or VIM Installations Mail Having Incomplete Address Pulling Down Cased Mail Foot Routes Flats Letters Preparing Relays Loading the Carrier Satchel Park and Loop and Drive-Out Routes Curbline Routes Scheduling Carriers Establishing Schedules Carriers Leaving Schedules Establishing Leaving Schedule Maintaining Leaving Schedule Authorizing Overtime and Auxiliary Assistance Providing Relay Service General Weighing Relays Testing Determining Need for Relay Points Parking Area Assign Spaces to USPS Vehicles Priorities for Parking Area Access Limitation on Employee Parking Carrier Work Methods Street Loading Carrier Vehicles Loading Times General Daily Supervision Load at Assigned Space Transport Mail to Vehicles Sequence Parcels When Loading Authorized Lines of Travel Carrier Satchel Required Use Loading the Satchel Park in Designated Location ix

10 Contents Finger Mail Parcel Delivery Curbline Delivery Serve Boxes from Vehicle Maintain Orderly Cargo Area Collection of Mail Private Receptacles Collection Boxes Barcode or Similar* Tracking Systems Office Work While Carrier Is on Route Review of Work Area Analysis of Curtailed Mail Record of Carrier Work Hours, Absences, Replacements, and Overtime Report of Late Leaving and Returning Review of Carrier Cases and Work Area Office Work When Carriers Return From Route Operations Analysis Preparing Form Source Documents for Form Analyzing and Using Form Barcode or Similar Data Systems and Related Software/Hardware Analyzing Operations Carrier Operations Timing of Analysis Types of Analyses Late Leaving and Returning Source of Information Preparing the Analysis Form Analyzing Form Auxiliary Assistance and/or Overtime Given to Route Source of Information Preparing the Analysis Analyzing the Form Hours Used on Auxiliary Route Source of Information Preparing the Analysis Analyzing the Form Evaluating Employees Mail Curtailed Source of Information Preparing the Analysis Form x

11 Contents Analyzing the Form Review of Collection Service Policy Considerations Barcode and Similar Data Collection Devices Collection Service Checklist Tests Purpose Frequency Selecting Test Points Test Day Test Card and Form Recovery of Cards Test Mailing Record, Form Analysis and Corrective Action Street Management Objectives Techniques Criteria for Need Findings Safety Adjustments Minor Adjustments Route Adjustment Without Special Inspection Minor Adjustments Office Routines Street Management Segmentations Distribution When to Consider Making Minor Adjustments Advance Preparation Preliminary Planning Formula for Making Minor Adjustments Special Office Mail Counts Extension of City Delivery Service Requirements for Extension Definitions Extensions Ingrowth Action After Approval xi

12 Contents 143 (Reserved) Expedited Preferential Mail Delivery Program Description Approval Management Advantages Customer Benefits Operational Review Route Adjustments Implementation Coordination with Mail Processing Transportation VIM (Vertical Improved Mail) What VIM Applies To Three Versions Planning Early Maintain High Degree of Efficiency City Delivery Service Motorization Surveys Selection of Vehicles Preparation for Conversion Route Inspections Parcel Post Parcel Post Delivery Requirements Analysis of Parcel Post Operations Review of Sack Routing System Travel and Transportation of Carriers City Carrier Transportation Agreement Administration Travel Time Distances Relays Purpose Guidelines Termination of Transportation Agreements Transit Agreement (Public Transportation) Administration Annual Review Review Between Annual Renewal Dates Authentication for United States Postal Service Cancellation Emergency Vehicle Hire xii

13 Contents 18 Quality Control Guidelines Undeliverable as Addressed Mail Delivery Units All Responsibilities of the Delivery Unit Supervisor Frequent Reviews Computerized Forwarding Units Other Units Attempted, Not Known Mail Street Delivery Post Office Box Delivery Mail Counts and Route Inspections Advance Preparations Selecting Period for Mail Counts and Route Inspections Responsibility for Advance Preparations Review and Analysis of Carrier Control Forms Review of Operating Procedures Posting Notice of Scheduled Mail Count and Inspection Managers Assignments and Responsibilities Dry-Run Count Estimating an Office Time for DPS Planning Purposes Conducting the Count of Mail Schedules and General Rules Governing Count Letter Routes Schedule Use of Forms General Rules for Making Count Parcel Post and Combination Services Routes Schedule Use of Forms Collection Routes Completion of Forms 1838, 1838-A, 1838-B, and 1838-C Worksheets Summaries Letter Routes non-epm and CMU Letter Routes EPM with CFS Parcel Post and Combination Services Routes Collection Routes Disposition of Forms 1838, 1838-A, 1838-B, and 1838-C Forms 1838 and 1838-C Forms 1838-A and 1838-B xiii

14 Contents 23 Conducting the Route Inspection General Conduct of Route Examiner Cancelling Inspection Record and Evaluation Letter Routes Describing Forms Used Completing Upper Portion of Form Completing Lower Half of Form Completion of Reverse of Form Parcel Post and Combination Services Routes Preparing Forms Observation and Evaluation Collection Routes Purpose of Combined Count and Inspection Observation of Collector s Work Preparing Form 3999-B Inspection of Collection Route Analysis and Adjustments Letter Routes Summary of Count and Inspection Purpose Coverage Preparing Form Providing Carrier With Summary Evaluation and Analysis General Importance of Route Adjustments Basic Standards Information Available to Manager Analysis of Irregular Performance Office Time Street Time Evaluating the Route Office Time Street Time Office Time Allied Work Rules Street Time Allied Work Rules Carrier Timecard Analysis, 8 Week Comparison Comparative Analysis With Preceding Count and Inspection (exhibit l) Review Comparative Factors Carrier s Office Time xiv

15 Contents Transportation Street Time Adjustment Procedures Preliminary Plans Unilateral Method X-Route Alternative Providing Relief to Routes Routes of More than 8 Hours Route Less than 8 Hours Transferring Territory Avoiding Excessive Overtime or Undertime Record of Office and Street Adjustments Made Completing Reverse of Form Signature and Date Tabulation of Overall Relief or Additional Time Required Scheme Changes Evaluation of Adjustments General Requirements Time Records Form 3997, Unit Daily Record, or PSDS Printout Form 3923, Daily Delivery Operations Analysis Form 1813, Late Leaving and Returning Report First Carrier Delivery Trip, or PSDS Printout Street Management Records Volume Record Data Corrective Action Disposition of Forms Analysis and Adjustments Parcel Post and Combination Services Routes Summary of Carrier s Count of Mail, Parcel Post, and Combination Services Description Completing Form 1840-A Top of Form Time and Mail Volume Portion of Form Relay, Collection, Firms, Inter- and Intra-City Service Totaling and Average Columns Reverse Side of Form 1840-A Consultation With Carrier Office and Street Adjustments Comments Verification of Mail Count and Time Items Disposition of Forms 1840-A xv

16 Contents 26 Analysis and Adjustments Collection Routes Evaluation Basic Principles Elimination of Improper Practices Recommendations of Route Examiner Adjustments Consultation With Carrier Disposition of Form 3999-B Special Route Inspections When Required Manner in Which Conducted Unit Summary of City Delivery Routes Purpose General Description of Form Before and After Adjustments Daily Average Workhours Preparing Form Letter Carrier Routes (Section 1 on Form 3998) Full-Time Regular Routes Auxiliary Routes and Router Assignments Totals Action Taken to Eliminate Excess Office Time Possible Deliveries Total Possible Deliveries Delivery Volumes Parcel Post and Combination Services Routes Full-Time Regular Routes Auxiliary Routes Auxiliary Assistance to Complete Deliveries Parcel Post Volume Collection Routes Full-Time Regular Routes Part-Time Routes Totals Collection Pickups Inter- and Intra-City Service Routes Unit Summary and Review Service Improvements Personnel Assignment Summary xvi

17 Contents 328 Vehicle Assignment Summary Consolidated Summary of City Delivery Service Disposition of Forms Requests for Additional Routes xvii

18 Contents Exhibits Exhibit a Form Exhibit b Form Exhibit Typical Labeling Pattern Carrier Throwback Case Item Exhibit Analysis of Curtailed Mail (From Form 1571) Exhibit Form 3997, Unit Daily Record Exhibit Form 1813, Late Leaving and Returning Report First Carrier Delivery Trip Exhibit Analysis of Late Leaving (From Form 1813 or PSDS Printout) Exhibit Review of Carrier Cases and Work Area Exhibit Form Exhibit Form 1621, Delivery Management Report Exhibit Form Exhibit Analysis of Auxiliary Routes Exhibit Evaluation of Performance Exhibit Summary of Minor Adjustments Worksheet Exhibit 213d Form 1840-B Exhibit 213e Daily Mail Collection Record Exhibit Instructions to Carrier for Dry-Run Count on Form 1838-C Exhibit (p. 1) Form 1838-C, Carrier s Count Mail Letter Carrier Routes Worksheet Exhibit (p. 2) Form 1838-C, Carrier s Count Mail Letter Carrier Routes Worksheet Exhibit (p. 3) Form 1838-B, Parcel Post Firm Delivery Worksheet xviii

19 Contents Exhibit (p. 4) Carrier s Count of Mail Parcel Post and Combination Services Worksheet/Management Summary Exhibit (p. 5) Carrier s Count of Mail Parcel Post and Combination Services Worksheet/Management Summary Exhibit Form 1838, Carrier s Count of Mail Letter Carrier Routes (Mngt. Summary) Exhibit a(4) Time Allowances for Carrier Office Work Exhibit a(5) Maximum Time Allowance For Routing Mail Exhibit Form 1838, Carrier s Count of Mail Letter Carrier Routes Exhibit Post Firm Delivery Worksheet Exhibit (p. 1) Form 3999, Inspection of Letter Carrier Route Exhibit (p. 2) Form 3999, Inspection of Letter Carrier Route Exhibit (p. 3) Form 3999-A, Deliveries/Inspection Record Worksheet Exhibit (p. 1) Form 3999-B, Inspection of Collection Route Exhibit (p. 2) Form 3999-B, Inspection of Collection Route Exhibit 241 (p. 1) Form 1840, Carrier Delivery Route Summary of Count and Inspection Exhibit 241 (p. 2) Form 1840, Carrier Delivery Route Summary of Count and Inspection Exhibit l Comparative Analysis of Form Exhibit Recap of Regular Routes for Adjustment From Form Exhibit Form Exhibit 251 (p. 1) Form 1840-A, Summary of Carrier s Count of Mail Parcel Post and Combination Services Exhibit 251 (p. 2) Form 1840-A, Summary of Carrier s Count of Mail Parcel Post and Combination Services Exhibit 311 (p. 1) Form 3998, Unit Summary of City Delivery Assignments Exhibit 311 (p. 2) Form 3998, Unit Summary of City Delivery Assignments xix

20 1 Administration of City Delivery Service 11 Introduction 111 Basic Requirements General All delivery service managers are responsible for developing and maintaining their units at a high degree of efficiency and for assuring that USPS standards are maintained. Through these broad guidelines, plus skill, knowledge, and experience, delivery service managers can be aware of whether subordinate managers and delivery employees are achieving USPS goals of service to the public. Emphasis is placed upon the constant need for close coordination between mail processing and delivery managers so the most practical and cost effective work methods possible can be implemented Daily Operations The delivery service manager must on a daily basis: a. Perform and organize work to determine any irregularity in the flow of mail between distribution and delivery, and interact with other unit managers to work toward correcting this irregularity. b. Determine if carriers reporting, leaving, returning, and ending time is consistent with established schedules. c. Provide or continue training as needed. d. Evaluate daily service rendered by the employees. Observe carriers to assure their performance of duties as outlined in Handbook M-41, City Delivery Carriers Duties and Responsibilities. e. Report for duty in advance of delivery personnel and review daily workload, including mail yet unworked but which will be distributed in time for the day s delivery. Review any Forms 1571, Undelivered Mail Report, from the preceding day as well as the amount of mail on and around each carrier case. Estimate and record on the appropriate form(s) the daily workloads for each route. f. Assure that necessary vehicles are available. 1

21 112 Administration of City Delivery Service g. Review all communications that may affect the day s workload, and be sure replacements are available for unscheduled absences. Develop contingency plans for situations that may interfere with normal delivery service. h. Assure that accountable items are properly handled, so as to facilitate delivery of the items, and that carriers are cleared in a timely manner upon return to the office. i. Determine need for auxiliary assistance, overtime or curtailment of mail, and determine the most economical manner of providing relief. j. Issue Form 1571 when the carrier is instructed to curtail mail, indicating action thereon. Upon request, a duplicate of the completed form will be provided the carrier. k. Determine cutoff time(s) for the various classes of mail and assure any missorted, missent mail available for delivery is taken by carriers. l. Level the workload of carriers by having them deliver other than preferential mail as promptly as practicable. Identify and manage mail in order of classification, type, and sequence of receipt. m. Review mail undeliverable as addressed to identify errors and maximize efficient handling procedures at delivery and central markup units. n. Maintain delivery unit control of mailing list services as provided in Postal Operations Manual (POM) and Domestic Mail Manual (DMM) A (Also in Handbook M-41, City Delivery Carriers Duties and Responsibilities, section ) o. Maintain a daily sequence of basic activities schedule to serve as a guide for replacement personnel, and to ensure that all required activities are accomplished in an organized manner. p. Maintain sort scheme for delivery zones in the unit as per local Delivery Point Sequencing (DPS) procedures. q. Maintain the data collection devices and supporting infrastructure. Make sure all data collection devices are in working order and information is downloading properly. 112 Types of Routes Delivery Business Route A foot or motorized route on which 70 percent or more of the possible deliveries are business establishments Residential Route A foot or motorized route on which 70 percent or more of the possible deliveries are residential. 2