GAO Report Finds USPS Service Delays Persist After Cost-Cutting Changes

The Government Accountability Office evaluated the United States Postal Service's service performance after the agency implemented cost-cutting measures outlined in its 10-year strategic plan launched in 2021. Effective October 2021, USPS added one to two days to the expected delivery times for certain First-Class Mail products to accommodate a shift from air to ground transportation.

In April 2025, USPS further altered operations by eliminating end-of-day or afternoon collection at more than 24,000 post offices located more than 50 miles from a Regional Processing and Delivery Center. The agency also lowered its service performance targets for fiscal year 2021 and has failed to meet most of those targets in subsequent years.

GAO reviewers examined USPS annual reports to Congress for fiscal years 2020 through 2025, Office of Inspector General reports, Postal Regulatory Commission documents, and conducted interviews with USPS officials, PRC staff, and five stakeholder representatives. The agency's diagnostic tools and regular operational meetings have not reversed the trend of missed performance standards, and GAO noted a disproportionate impact on rural customers.

The report recommends that the Postmaster General include, in the next strategic-plan update scheduled for 2027, detailed information on ongoing and planned actions to improve service performance, the expected impact of those actions on meeting performance targets, and any challenges faced. The recommendation remains open, and USPS has indicated agreement with the suggestion.

GAO emphasizes that clearer communication to Congress, the public, and relevant stakeholders is essential as USPS continues to balance financial sustainability with service obligations.