The Changing Change of Address System
Filed under Delivery & Collection
Tags: change of address, services
Did you know that one in seven people in the United States change their address each year? Naturally, this creates a tremendous challenge for the Postal Service, which strives to maintain a high-quality repository of current addresses.
Change-of-address requests can be made in person at local Post Offices using a hardcopy form (PS 3575), or electronically using the Internet. They can even be made over the telephone. By far, the most popular way to change one’s official address is still using the hardcopy form, but those contemplating a move should consider their options carefully.
Loading ... Loading ...While the Postal Service’s change-of-address process generally works properly, our audit found that improvements are needed in the way hard copy requests are processed, authorized, and validated. Although Postal Service employees should reject and return orders with no signature, in some cases change-of-address orders without a proper signature slipped through. We also saw signature mismatches and occasions when Postal Service employees rather than customers signed or initialed the forms.
Is there a better way? We think there is. Our audit also examined the Internet and telephone change request systems. We found that these electronic alternatives are not only much more convenient for the customer, they are also far more effective in ensuring that only authorized and validated change-of-address requests are processed. Digital requests can be electronically matched against customers’ credentials quickly and efficiently. This results in a more secure environment, which is important because mail diverted to another location based upon unauthorized change-of-address orders is a major contributor to identity theft — America’s fastest growing crime.
There has to be a catch, you say. Well, there is. This service costs $1. We think it’s a bargain! To change your address online, go to moversguide.usps.com. To change your address by telephone, call 1-800-275-8777.
You should know the Postal Service does have systems in place to protect customers against unauthorized address changes. If a change of address has been submitted for you, the Postal Service will follow up with a Move Validation Letter. This letter is sent to your current address and notifies you that a request has been made to forward your mail to a new address. If you did not request to change your address, you should inform your local Post Office immediately as a potentially fraudulent situation may exist. In our audit, we found that the Postal Service generally sends these letters in a timely manner. Recently, the Postal Service has taken steps to further improve the timeliness of these letters, ensuring that they are processed within 3 to 10 days.
What do you think about the Postal Service’s change-of-address process? How can it be improved?
This topic is hosted by the OIG’s Information Technology audit directorate.
22 Responses to “The Changing Change of Address System”
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January 5th, 2010 at 8:52 am
It seems that some Districts may be taking the new directive on pushing electronic COA a little too seriously. Within the last month I’ve had five manual COAs disappear into the ethers without a trace. The 3575′s were handled correctly within established procedure but when they got to the Mid_carolina CFS they disappeared.
One or two? Maybe, but when it happens continually one has to wonder if there isn’t a pattern to lose manual changes and then encourage the customer to go online.
December 30th, 2009 at 8:14 pm
Nothing better as a carrier than to have someone hand me someone’s mail and telling me “they filled out a change online a few weeks ago…why are you still delivering their mail here?”.
Who cares about the bad service….that just generated 1 whole dollar for the P.O.!!
Please remove “Service” from our company name.
December 29th, 2009 at 9:47 am
Another thing I don’t like about the online address change is that we don’t get to see them-the same goes for the fact that the paper forms are now barcoded. If there is a problem, we might not know about it for a long time. If we had the filled out forms to look at, then we may be able to spot a potential problem before it becomes a real one.
December 28th, 2009 at 3:48 pm
“Why don’t we charge for it”….what a moronic statement. First of all, it isn’t your property to “charge for”. Secondly, it is charged for in hundreds of thousdands of dollars in license fees to access it. Lastly, you cannot deliver 3-4% of the mail you receive even when addressed properly, why not focus on areas like competence that you have control over and let Congress worry about things such as the Privacy Act of 1974.
December 20th, 2009 at 3:25 am
On related issues.
I’ve tried to use the hold mail option which I can do on line. If I need to extend the hold mail I’m required to visit the local post office in my home town to make the extension. Makes no sense. If I were home I would not need an extension. If I’m out of town I can’t visit the local office.
The last time I did a change of address notice I was covered up with junk mail from vendors that could have ONLY received the new address from the post office. Odd point the junk mail folk seem to get the information instantly but my legitimate senders are months late in receiving the data.
December 18th, 2009 at 6:27 pm
Why does management make us hide the COA forms behind the counter? People come to the P.O. to change their address manually, then they have to wait in line to get one. We have even longer lines to accommodate them. This is another ignorant rule created by a totally clueless management that has no idea what goes on at the customer level!
December 18th, 2009 at 10:38 am
PROGRESS!!!!!!!!!!!!!!!!
I was going to tweet this, but i thought my pc 10
(yr ole) would suffice.
So, tell me….. What did the Subcommittee on
intelligence and information sharing……. feel about the postal address database?
Is the usefulness of this asset across the web
critical? Or is it simply another resource for
free access by officials, or authorities?
December 18th, 2009 at 8:56 am
Why don’t we charge for this service? One day a private company will take it over and make a profit. Lots of revenue producing options out there that USPS will continue to ignore….
December 17th, 2009 at 2:04 am
As a 24 year carrier, I have always informed all senders of my new address weeks before moving. I agree with Mr. Hammond, the current system is worse-than awful and has been since forwarding was taken out of the carrier’s hands.
December 16th, 2009 at 7:22 pm
The only reason there is a $1.00 dollar charge from your credit card is to ensure it is actually you submitting the change.