Service Delivery Assessment of the Sorsogon Philippine Postal Office

The Sorsogon City Philippine Postal Office as a public service provider in the locality, provides postal services to the community. Their commitment is to provide timely services within the Filipino community and across the world. This study investigated the level of satisfaction and challenges encountered on the services of Sorsogon City Philippine Postal Office. The study was carried out through a survey and interviews with the clients, represented by twenty-one (21) individuals from the seven (7) identified business industries and nine (9) employees of the agency. The results showed that the delivery time does not meet the expected delivery of the postal services.  Key findings also revealed that the postal staff does not keep the clients informed about the delays and issues of the services availed.  A notable finding revealed that Sorsogon City Philippine Postal Office utilizes outdated equipment and is far behind in adapting modern infrastructure.  The slow rate in the agency’s revenue hampered the addition of new staff and the adaptation of modernized infrastructure. In accordance with the Strategy Map for 2025 of the Philippine Postal Corporation, its mission is to bring the corporation into an inclusive organization development. In order to attain its target to the level of customers ang stakeholders, the study recommends significant enhancement in Logistic and Inventory Management, Tracking Systems, Digital System, Training and Orientation to Postal Staff, Sorting Management, and Guidelines on Registry Return Cards to increase the performance of the postal office.