United States Postal Service Delivery in Los Gatos10 M F MEETING DATE: 01/20/15
ITEM NO: 5
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COUNCIL AGENDA REPORT
DATE: JANUARY 14, 2015
TO: MAYOR AND TOWN COUNCIL
FROM: GREG LARSON, TOWN MANAGER
SUBJECT: UNITED STATES POSTAL SERVICE DELIVERY IN LOS GATOS
RECOMMENDATION:
Accept public comment regarding inconsistent postal service delivery in areas of Los Gatos and
authorize the Mayor to submit a letter to the United States Postal Service requesting improved service
delivery on an ongoing basis.
BACKGROUND:
The United States Postal Service (LISPS) is a federally authorized and regulated service enterprise
beyond local responsibility and control.
Nonetheless, as far back as last October, the Town was receiving resident complaints about inconsistent
or inaccurate mail delivery in portions of Los Gatos.
Consequently, on October 8, 2014, the Town Manager sent a letter (Attachment 1) to local Postmaster
John Lopez detailing Town and resident concerns. Postmaster Lopez responded by telephone within a
week to assure the Town Manager that service delivery problems would be resolved through the end of
the year.
From early November through early December, there was a very active online discussion amongst Los
Gatos residents on Nextdoor.com. Of the more than 50 postings, the overwhelming majority were a
variety of complaints about inconsistent, inaccurate and missed mail and package delivery in many areas
of Los Gatos. The Town Manager provided a redacted version of the online postings to the USPS as
well as to the office of local Congresswoman Anna Eshoo. The United States House of Representatives
provides oversight and constituent services related to the USPS.
Reviewed by:
Town Manager Town Attorney
NAMGRWdminWmkFi1e \2015 Council Reports\Jw.20 \USPS.1.20.15.doc
PAGE
MAYOR AND TOWN COUNCIL
SUBJECT: UNITED STATES POSTAL SERVICE DELIVERY IN LOS GATOS
JANUARY 14, 2015
BACKGROUND (cont'd):
Staff in the Congressional Office promptly responded and reviewed the complaints. In addition, the
Congressional Office staff provided detailed recommendations regarding further postal mail delivery
service issues. The Town Manager posted the Congressional response on the online Nextdoor web site
and provided the information to other communicants.
The Town has not received further complaints of postal mail delivery service issues this year.
DISCUSSION:
Although the Town has no formal regulatory or oversight role regarding postal or other federal services,
staff recommends allowing residents to raise prior or ongoing concerns so as to ensure increased federal
attention to service delivery problems in Los Gatos.
In addition, the Town Council could authorize the Mayor to submit a letter on the Town's behalf raising
the past postal delivery service delivery issues and requesting increased attention to prevent a recurrence
of the service delivery problems.
Both the local Post Office and Congressman Eshoo's office have been invited to the Council meeting.
ENVIRONMENTAL ASSESSMENT:
This is not a project defined under CEQA, and no further action is required.
FISCAL IMPACT:
None.
Attachments:
1. Town Manager letter dated October 8, 2014 to Los Gatos Postmaster John Lopez
Distribution:
Patty Kim, Office of Congresswoman Anna Eshoo
Los Gatos Postmaster John Lopez
October 8, 2014
Attn: John Lopez, Postmaster
United States Post Office
101 S. Santa Cruz Ave.
Los Gatos, CA 95030
TOWN OF L®S GATOS
OFFICE OF THE TOWN MANAGER CW1C CENTER
(408) 354 -6832 110 E. MAIN STREET
Los GATos, CA 95030
RE: Mail Service to Town of Los Gatos — Town Hall / Civic Center
Dear Postmaster Lopez:
I stopped by your office a month ago to introduce myself and left my business card with one of your
customer service associates. In addition, my office has called for you several times over the past two
weeks. I understand that you are no doubt very busy and suffering constrained resources as many local
agencies such as Los Gatos also face. Nevertheless, I am writing you with an urgent concern regarding
the lack of consistent mail delivery over the last few weeks.
Specifically, we have heard from residents whose normal mail delivery did not occur for at least three
days in the past week. Further, over the past two weeks, the mail pickup and delivery at the Civic
Center (Town Hall) has been inconsistent, with a cumulative total of at least four missed pickups or
deliveries. Given the volume and critical timelines of legal, financial, and governmental mail processed
by the Town, this recent inconsistent performance is unacceptable.
Please contact me at (408) 354 -6832 at your earliest convenience so I may inform the Town Council of
your response by our next Council meeting on October 21.
Thank you for your attention to this matter.
Sincerely,
C
GREG LARSON
Town Manager
encl. Sunnnary of Civic Center issues
ATTACHMENT
Inrrnuvnaarm Annimr 10 . 1RR7 i S®
TO: Greg Larson
FROM: Janette Judd, Executive Assistant
RE: Civic Center mail — pickup and delivery
Date: October 8, 2014
This is to summarize recent and an escalating frequency of difficulties with Los Gatos Post Office mail
pickup and delivery service to the Town of Los Gatos administration offices, and to bring to your
attention that several attempts to reach the Postmaster and requests for a return call have been
unsuccessful
Over the past couple of weeks, mail service to the Civic Center has grown extremely inconsistent.
Additionally, and of most concern, there have been multiple occasions where our outgoing mail was not
picked -up at all. On another occasion, our incoming mail delivery was not made until end of the day,
and only then because we called the post office inquiring about that day's mail.
There have been three instances just in the past two weeks where we did not receive service. On each
of the occasions where we did not receive a pickup, staff placed a call to the post office requesting to
speak to the Postmaster. We were told he was "out" or "unavailable ", so staff subsequently spoke to
either James or Panky. Although for the most part they were both pleasant and apologetic, they seemed
surprised and stated a carrier `should be there' or `the carrier is new' or that the regular carrier was out.
Even though we reported each of these instances and inquired in an attempt to avoid future missed
deliveries, this continues to be a recurring issue. We also seem to receive different explanations each
time we call (i.e. staff shortage, new staff, substitute carriers, incorrect paperwork, etc.)
Yesterday (Tuesday, October 7) was the third occasion that our mail was not picked.up by the end of
the business day (5:00 p.m.) Staff called this morning, October 8, and spoke to James who again
seemed surprised. James then indicated that a carrier did make a stop at Town Hall - - however, this
was for our morning delivery, and we informed him the afternoon pick -up again never occurred. James
said a possible explanation was the carrier was unaware they needed to physically pick -up mail at Town
Hall in addition to the `blue mail box' listed on their paperwork as the 110 E. Main Street "pick -up
location." When we have inquired as to why, after so many years of having the same pickup locations
and routine, there is now sudden confusion and recurring issues, we don't receive an answer.
As you are aware, the Town's outgoing and incoming mail typically contains time sensitive materials
and/or volumes of public mailings. Additionally, we frequently have legal notices & mailings for
which there are urgent deadlines, or that by law must adhere to specific mailing dates (if not, there are
legal and/or financial consequences.) This is a "central" office for the Town, and as such is a
consolidated outgoing & incoming mail location for multiple Town departments and many staff
members. We are concerned with ensuring consistent and timely post office mail service so that we in
turn are able to provide the best possible services and meet our obligations to the citizens of the Town.
Thank you for your time and attention. Please let me know if you need any further clarification.
Janette Judd
Executive Assistant to the Town Manager
Town of Los Gatos