USPS lowered service targets, lengthened some delivery times, and still missed most targets.
GAO says cost-cutting initiatives added 1 to 2 days to some expected delivery times, removed later collections at more than 24,000 post offices, and coincided with targets that USPS lowered but generally did not meet.
What happened
GAO reported that USPS added 1 to 2 days to expected delivery times for certain products in October 2021 as it shifted transportation from air to ground. In April 2025, USPS also eliminated end-of-day or afternoon collection at more than 24,000 post offices located over 50 miles from a Regional Processing and Delivery Center.
USPS lowered its service-performance targets in fiscal year 2021 and did not meet most of them from fiscal years 2021 through 2025. GAO said the cost-cutting initiatives slowed some mail, disproportionately affected rural customers, and were among several factors contributing to declining performance.
Why CMCoE cares
A performance target should expose whether an operating change works, not merely make the dashboard easier to pass. When the organization still misses a relaxed target, acquisition and operations leaders need to revisit the network assumptions, savings model, and customer impacts behind the change.
Regulatory fine print
GAO did not say that target changes alone caused every service failure. USPS faces broader operational and financial challenges, and it has used diagnostic tools and operational meetings to improve performance. GAO recommended clearer strategic-plan reporting; USPS agreed with the recommendation.
Sources
- GAO - U.S. Postal Service: Cost-Cutting Initiatives and Other Factors Have Contributed to Declining Service Performance (U.S. Government Accountability Office, )