![]() I ALSO THOUGHT THE ORIGINALS NEEDED TO BE SENT IN & THEY WOULD BE MAILED BACK AFTER THE PASSPORT WAS SENT.SHE MAILED THE COPIES. i GOT NO GUIDANCE AT ALL & I COULD HAVE DONE WHAT SHE DID A MONTH BEFORE (WHEN I TRIED TO MAKE THE APPT.) & SENT IT IN MYSELF. I THOUGHT THE REPRESENTATIVES WERE ADVISORS FOR THE PASSPORT AGENCY EVEN THOUGH I KNOW THEY WERE EMPLOYED BY THE POST OFFICE. SHE SEEMED NOT AT ALL BOTHERED WITH HER JOB. SHE, I MAY HAVE SAID UH-HU OR YES ALTHOUGH UNDER HER BREATH & TOOK THE DOCUMENTS NEEDED & WENT TO THE COPIER & VISITED WITH ANOTHER EMPLOYEE WHILE THEY RAN. ![]() IT WAS LAMINATED, WHICH I DID NOT KNOW AT THE TIME WAS NOT ALLOWED. ( IT IS A VERY OLD COPY-A MICROFILM TYPE, BUT IT WAS A CERTIFIED COPY). AT THAT TIME I SPECIFICALLY ASKED IF MY BIRTH CERTIFICATE WAS ACCEPTABLE. TIME & WITHOUT GREETING OR TALKING TO ME STARTED SHUFFLING THROUGH MY DOCUMENTS. I MADE AN APPOINTMENT FOR APFOR A NEW PASSPORT. RE: THE PASSPORT REPRESENTATIVE POST OFFICE AT 9450 PINECROFT DR SPRING, TX 77380-9998. The form system and the way the application process is administered needs to be overhauled and frequently audited. The postal employee was rude, invasive, and slow. Not to mention they were late and forced me to take my appointment with someone else. Having to continually fill out two large forms of sensitive and personal information while the employee chatted with another applicant felt incredibly inappropriate. On top of all this, I was forced to redo my paperwork 4 times by the postal employee as any letter or number that was “too dark” was a mistake and the file was void. Instead of apologizing for their tardiness, the postal employee told the other applicant and I that we could just do our applications together at the same time in their small office. ![]() At that point the next applicant was there for their 3:30 appointment. The individual whose job it was to process my application did not come and get me until 3:35. My appointment was for 3:15 and I arrived at 2:50 to ensure I had time to do paper work or whatever need to be done ahead of time. I went to apply for a new passport at the Burnsville Minnesota post office today. Have you made a passport appointment recently at a post office? How did it go? Implementing these operational improvements in a timely manner will be important as walk-in services have recently resumed in select areas at the discretion of local facility management. We recommended, among other things, more coordination with the State Department and enhancing USPS performance metrics for passport operations. Management had not been aware of these reports. We also identified at least four State Department reports on passport operations that could provide USPS management with additional insight in identifying areas of improvement. Why did this happen? Because there were no mechanisms in place to detect or prevent it. We also found customers blocked large numbers of appointments improperly. On the other hand, we found USPS could improve both quality and effectiveness related to appointment scheduling, data accuracy, coordination with State Department stakeholders, and performance goals.įor instance, we noted Postal Service employees sometimes improperly blocked appointment times or used an incorrect email format when reserving appointments on behalf of customers. Our recent audit report discussed how operations were generally compliant with requirements set by the State Department, which processes and approves all applications. Still, we wanted to see if there were opportunities to improve the Postal Service’s overall passport application acceptance operations. Add in a drop in international travel, again because of the pandemic, it’s no real surprise USPS experienced a 34 percent drop in passport application revenue from fiscal year 2019 to 2020. Postal Service had to suspend walk-in passport application services and require appointments be made in advance.
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