Mail management best practices

In support of the Trump Administration’s deregulatory executive orders, the Federal Management Regulations were revised to streamline efficiencies. Our goal is to ensure continuity of government by crafting clear, actionable policy, offering practical guidance, and coordinating efforts that support core federal functions leading to a more effective, efficient government.

This guidance document serves to support agencies in developing agency-specific mail policies, guidelines, and operations; to track mail expenditures and key performance indicators; and to learn best practices for mail management.

Topics included in this guidance document

• Our role, responsibilities, and support
• Financial requirements
• Reporting requirements
• Security requirements
• Performance measurement
• Agency Mail Manager requirements
• Helpful links and resources

Our role, responsibilities, and support

Authoritative sources

• 44 U.S.C. 2901-2906
• 44 U.S.C. 2902(1): Maintain accurate and complete documentation of the policies and transactions of the Federal government.
• 44 U.S.C. 2904(b): Provide guidance and assistance to ensure effective and efficient mail management.
• 44 U.S.C. 2904(e): Promote economy and efficiency in the selection and utilization of space, staff, equipment, and supplies.
• 44 U.S.C. 2906(c): Inspect mail processing practices and processes for the purpose of rendering recommendations.
• Federal Management Regulation Part 102-192

Simply put, GSA prescribes policy and requirements for the effective, economical, and secure management of incoming, internal, and outgoing mail and materials in federal agencies. We are here to support federal agencies with their mail management.

Financial requirements

Agencies must pay service providers via a method approved by the U.S. Treasury and must have an accountable system for making postage payments; that is, a system that allocates postage expenses at the program level within the agency and makes program level managers accountable for obligating and tracking those expenses.

The agency’s finance systems should track all mail expenditures separately to the program level or below, and should—

1. Show expenses for postage and all other mail expenditures, payments to service providers, etc., separate from all other administrative expenses;
2. Allow mail centers to establish systems to charge their customers for mail expenditures; and
3. Identify and charge the mail expenditures that are part of printing contracts down to the program level.

Reporting requirements

Regulations no longer require large agencies to report their mail data. In what was once referred to as the SMART tool (more formally known as the Simplified Mail Accountability Reporting Tool), agencies used to collect and report expenditure and piece data. Since that time, Mail Operations Management has developed a Federal Integrated Business Framework to better categorize and standardize these data elements.

Mail center operations cost type

Security requirements

Agencies must maintain a written, agency-wide mail security policy and a separate written mail security plan for each mail-processing facility, regardless of volume. A security policy is also required for employees handling mail at alternative worksites.

Facility mail security plans should match the size and risk level of the location; smaller facilities may use a general plan, while larger ones need a tailored plan. All facilities must meet the basic security plan requirements.

Mail managers must annually report the status of mail security plans to agency headquarters, confirming compliance, annual review by a subject matter expert, and regular emergency rehearsal.

An expert security professional should annually review the agency’s mail security plan and policies, including facility plans, to identify deficiencies. Agencies can use internal security personnel or seek assistance from the U.S. Postal Inspection Service or the Federal Protective Service.

Coordination with security providers

Agency mail managers must coordinate with their agency security service and/or the FPS or the U.S. Postal Inspection Service to develop agency mail security policies and plans. The FPS has developed standards for building construction and management, including standards for mail centers. At a minimum, the agency mail security plan must address the following topics:

1. Risk assessment
2. A plan to protect staff and all other occupants of agency facilities from hazards that might be delivered in the mail
3. Operating procedures
4. A plan to provide a visible mail screening operation
5. Training mail center personnel
6. Testing and rehearsing responses to various emergency situations by agency personnel
7. Managing threats
8. Communications plan
9. Occupant Emergency Plan
10. Continuity of Operations Plan
11. Annual reviews of the agency’s security plan

Performance measurement

102-192.40 Scope of performance measurement

Agencies must have performance measures for mail operations at the agency level and in all mail facilities and program levels.

Performance measures gauge the success of your mail management plans and processes by comparing performance over time and among organizations. Performance measures—

1. Define goals and objectives
2. Enhance resource allocations
3. Provide accountability

Performance measure examples

For incoming mail

• Sort rate (pieces per hour)
• Pieces of mail handled per full time equivalent
• Percent of internal mail delivered on time
• Percent of incoming USPS mail delivered on time
• Percent of accountable mail delivered on time
• Percent of internal and USPS mail sorted correctly
• Customer satisfaction

For outgoing mail

• Cost per piece by class
• Worksharing savings
• Express mail expense divided by total postage
• Percent of meter postage and stamps that are spoiled
• Percent of outgoing mail that is moved to the USPS on the same day it is received in the mail center
• Percent of outgoing mail that is returned as undeliverable as addressed
• Cost comparison of USPS to other vendors

Management measures

• Ratio of production staff to administrative and supervisory staff
• Results of employee satisfaction surveys
• Workplace safety (e.g., work hours lost to accidents)
• Annual hours of training per FTE
• Frequency of customer complaints
• Results of customer satisfaction surveys

For contracts and service level agreements

• Equipment
• Processing speed
• Downtime
• Response time for service calls
• Appropriate meter size for mail center operation

Agency Mail Manager requirements

Every agency must have an agency mail manager at a managerial level that enables them to represent their agency on mail management.

Additional responsibilities of agency mail managers include:

• Establishing written policies and procedures to provide timely and cost effective dispatch and delivery of mail and materials.
• Ensuring agency-wide awareness and compliance with standards and operational procedures established by all service providers used by the agency.
• Setting policies and implement cost savings of agency-wide mail operations and reducing the volume of agency to agency mail whenever possible.
• Develop and direct agency programs and plans for proper and cost effective use of transportation, equipment, and supplies used for mail.
• Ensure that all facility and program level mail personnel receive appropriate training and certifications to successfully perform their assigned duties; and promote professional certification for mail managers and mail center employees.
• Ensure that expedited mail service providers are used only when authorized by the Private Express Statutes, 39 U.S.C. 601-606.
• Ensure agency policy incorporates Federal hazardous materials requirements set forth in 49 CFR parts 100 through 185; and ensure safety and security requirements are fulfilled.

For more detailed information see FMR Part 102-192 — Agency Mail Manager Requirements.

Helpful links and resources

• GSA mail management policy overview
• U.S. Postal Inspection Service
• Federal Protective Service
• Department of Homeland Security
• Interagency Security Committee
• Mail Center Security Guide (5th edition)
• Center for Domestic Preparedness

Reach out to us at federal.mail@gsa.gov, and remember before sending letters or packages, always prioritize the most economical and cost-effective method. Verify the necessity of sending the item at all. If physical delivery is required, explore options to reduce size and weight. Compare delivery options, speed, and prices across different service providers and select the cheapest suitable option. If possible, use a lower mail classification. If a physical item is not essential, consider sending the information electronically to eliminate mailing altogether. Also, consider a ground option over air when it is feasible.