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'We need to step it up and figure this out' | In one day, hundreds of people contacted KHOU 11 about mail delays

USPS blames the "temporary" delays on a modernization of its mail and package processing network. The postal service said it's working to process packages ASAP.

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HOUSTON, Texas — Preparing packages to send off near and far includes concern these days about whether they’ll arrive on time.

"It’s a large quantity of boxes that are getting stuck,” said James McIntyre who owns the Parcel Plus franchise in Cypress.

He told us that 27% of packages sent this month are hung up through no fault of his own.

"I've heard from a lot of angry people wondering where their packages are," said McIntyre. "Some are very angry."

McIntyre is among hundreds who reached out to KHOU 11 on Friday about ongoing issues of their packages stuck at USPS processing centers across Houston. Many of them tracked back to a big USPS facility in Missouri City.

"That black hole that is Missouri City Sorting Center,” said customer Irene Ramirez.

She contacted us about her 89-year-old father, Daniel. He's a Korean War veteran whose life-saving meds are long overdue.

"The medication is the only thing that keeps him out of the emergency room," said Ramirez.

Another viewer told us about a sought-after trading card that's missing.

“Tom Brady," said Tony Villafone, a former federal employee we spoke to on Friday. "His rookie 1995 when he was drafted by the Montreal Expos.”

Villafone is a fan of the baseball rookie turned football star and said the card is stuck at a sorting facility in North Houston where issues have also cropped up.

"My card is insured," said Villafone. "I don’t want insurance, I don’t want the money, I want the card.”y.

Villafone and another former federal employee we spoke to didn't want to throw USPS completely under the bus, considering what the agency can do, like during the holidays.

"They move 20 to 30 million packages a day," said customer Chuck Konz, who now sells Ebay merchandise through the mail. "It’s an amazing task they accomplish. It is amazing. But, today, I need one package moved down the road.”

McIntyre wishes certain facilities were as efficient as his business.

"We need to step it up and figure this out,” said McIntyre.

USPS sent this statement Friday, which appears to be similar or the same as the one they previously sent us:

As part of its 10-year Delivering for America plan, the Postal Service is working to modernize our mail and package processing network. For decades, our outmoded network has created significant financial losses, increased deferred maintenance costs, deteriorated workplace conditions for our employees, and failed to efficiently integrate mail and package processing and delivery. The transformation of our network is necessary and fundamental to our continuation as an organization and a service to the American people and our business customers.

In the Houston area, network adjustments are ongoing. We have initiated the complex transition of the North Houston Processing & Distribution Center (P&DC) to a Regional Processing & Distribution Center (RPDC). Under our 10-year plan, we are combining and centralizing mail processing operations in approximately 60 new RPDCs nationwide over the coming years, which will handle originating mail and all package processing. Many of the RPDCs, such as North Houston, will be developed from existing postal facilities. The entire USPS geography is being assessed to determine the most appropriate mix of facilities within each regional ecosystem.

These new RPDCs will allow USPS to better use resources — including space, staffing, processing equipment and transportation — to take advantage of state-of-the-art technologies that process mail and packages more efficiently, while also creating brighter, cleaner, and more modern workplaces for postal employees.

As part of our network transition, we are also establishing Local Processing Centers (LPC) throughout the nation. The Missouri City, TX facility is designated as the South Houston LPC. Nearly all LPCs will be developed from existing postal facilities. It’s anticipated that up to 180 stand-alone LPCs will be opened in the next few years. The LDCs will process destination mail and transfer mail and packages to delivery. The LPCs will be modernized with standard designs in workflow and refined operations, with benefits similar to the RPDCs, including repositioning of machines to improve mail flow, removing obstructions from the workroom floor, improving overall visibility (i.e., lighting), and improving employee common areas.

This process, as with any such transition, takes time. The Postal Service will adhere to all legal, statutory, contractual, and regulatory requirements as network modernization continues in the coming years.

As with any transition, some unintended and temporary disruptions may occur. We are taking steps to ensure packages are processed as quickly and efficiently as possible and apologize to any customers who may be experiencing issues with delivery of their items. We strongly encourage customers who have concerns to contact us either online or via our toll-free number. When customers reach out, they can provide vital details to our customer service staff. A number will be assigned to each case, which allows the Postal Service to fully research the situation and provide a suitable resolution for our customers. Customers may call 1-800-ASK-USPS (1-800-275-8777), or visit our website at www.usps.com/help.

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Tracking the mail: Our stories on the postal delays  

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