2. Attachment 3.16 Mail Management Pages.pdf

Part VII-01 Incoming Mail

FOR OFFICIAL USE ONLY

Table of Contents A. Overview

B. Accepting Mail

C. Date and Time-Stamping of Mail

D. Opening Mail in the Mail Center

E. Classified Mail

F. Expedited Mail

G. Certified/Registered Mail

H. Incoming A-Files

I. Applications or Petitions with Fees

J. Mail Routing Guide

A. Overview

1. The purpose of this chapter is to ensure that mail is received, controlled, sorted, processed, date and time stamped, and delivered accurately and in a timely manner.

2. Routing of mail is a critical element of the mail management process. Many documents require that someone take some type of action or make a decision. For example, benefit applications require adjudicative action. We do not want to route mail in a way that prevents or delays any action.

3. If incoming mail is not processed correctly, the following problems can occur:

a. Important documents may be misplaced;

b. Customers may unnecessarily resort to seeking information or assistance at USCIS offices;

c. Benefit and enforcement decisions may be made based on incomplete information.

4. The actions described in this chapter do not necessarily happen in the mail center.

However, it is important that the local mail center supervisor and mail center personnel work with other units to ensure that all the processes described do take place.

5. Processing of incoming mail by the mail center (i.e., receiving, sorting, and distributing) depends on a variety of factors, such as:

a. How the mail is sent via USPC or other courier:

i. Expedited

ii. Registered

iii. Certified

b. To whom the mail is addressed (District Director, FOIA, etc.); and

c. Sensitivity of contents (Classified, A-File, etc.)

FOR OFFICIAL USE ONLY

6. Mail should always be opened in the presence of two or more personnel. At least one individual must have a Secret security clearance. This is to ensure correct handling of classified documents and the security of incoming funds.

7. If mail center personnel cannot determine the destination for a piece of mail, refer to your local mail guide. If a decision cannot be made, please inform your mail center supervisor.

8. Post signs around the mail center listing whom to call in the event of various emergencies such as fire, theft, suspicious package, etc.

9. Further information regarding incoming mail processes is located in the GSA Mail Center Security Guide and 41 CFR Part 102-192 (Federal Management Regulation;

Mail Management).

B. Accepting Mail

1. Each office must establish a mail manifest system for all packages and letters delivered to the mail center. The manifest must include the date, time and courier service that delivered the mail item.

2. Mail must be delivered to all appropriate destinations within 4 hours of its receipt in the mail center (Service Centers (TSC, CSC, VSC & NSC) are exempt).

3. When handling mail, be alert for suspicious mail. For further guidance on suspicious mail refer to your local mail security office plan.

C. Date and Time-Stamping of Mail

1. Determine if the mail is to be opened in the mail center or not. Follow the procedures described in your local Mail Routing Guide.

2. The following steps must be followed when date and time-stamping:

a. Stamp all mail the day of receipt

b. If the mail is not opened, date and time-stamp the envelope

c. If the mail is opened, date and time-stamp loose material as it is opened

d. Do not place date stamp over incoming or return address on envelopes

e. Do not date and time-stamp the following:

i. A-Files

ii. Supplies

iii. Checks

D. Opening Mail in the Mail Center

1. Each office must establish local procedures for presorting mail and for the identification of mail that is not to be opened. The sorting process prioritizes how incoming mail is to be handled. In addition, it separates express, certified, registered, and mis-delivered mail from other mail that is to be opened in the mail center. Examples of prioritization are:

http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Documents/2004_Security_Guide_Final.pdf http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Documents/2004_Security_Guide_Final.pdf http://connect.uscis.dhs.gov/workingresources/Source/docView/SLB/HTML/SLB/0-0-0-1/0-0-0-11260.html http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Documents/2004_Security_Guide_Final.pdf

FOR OFFICIAL USE ONLY

a. Mail to be opened

b. Mail not to be opened (i.e. Classified, Confidential, and Secret material or mail addressed to FOIA and EEEO)

c. Other accountable mail

d. Co-located mail facilities

e. Mis-delivered

f. Suspicious

2. Before opening mail, check for annotations or addresses to ensure that the mail is not restricted mail.

3. Peek inside each envelope to determine the primary contents. Perform the slit and peek process on the mail with two people present.

4. Open the top of mail received in boxes. If the box contains files from another DHS office, follow the instruction on the routing slip or send to the Records Unit.

5. STOP if you see an inner envelope marked Confidential or Secret; do not open the inner envelope. See the instructions for handling classified material

6. Date and time-stamp each piece in the designated place. If there is not a designated space, date and time-stamp in the upper right corner.

7. Do not date/time-stamp applications in areas designated "FOR DHS USE ONLY".

8. Follow local procedures for cash received in the mail center.

9. Staple all envelopes to the back of all contents. Do not remove any stamps from envelopes or packages.

E. Classified Mail

1. Classified documents and A-Files are sent via USPS registered mail with return receipt or USPS expedited mail.

2. If classified documents or A-Files arrive via any other method, a security violation has occurred and must be reported to the mail center supervisor

3. You will not know that mail is classified until you have opened the outer envelope. For this reason, mail should be opened in the presence of two people. One of the people must have a Secret security clearance.

4. Classified documents are double-packed using two envelopes (one inside the other). The outside envelope/packet is sealed and appears normal with the usual address information or label. Once opened, the inside envelope is sealed and clearly marked, usually by a red stamp, with the level of classification. Do not open the inside envelope when CONFIDENTIAL or SECRET appears.

a. Date/time-stamp the unopened inside envelope.

b. If a person without a clearance opens a classified package, report the incident immediately to the mail center supervisor and the local security officer.

5. Immediately take the classified material to the person designated for handling classified documents or A-files.

6. The person responsible for handling classified mail will enter the relevant information into the Classified Mail Log. The log should document:

a. When the package was received

b. The tracking number, if applicable

FOR OFFICIAL USE ONLY

c. The addressee

d. Printed name and signature of the intended recipient

e. Date and time of delivery

7. If the designee cannot personally deliver the classified material, place the classified material in an approved safe and immediately notify the local USCIS Security Officer, the mailroom supervisor, and the addressee for delivery of the classified material as soon as possible.

8. No private service such as (Federal Express, UPS, etc.) is authorized to delivered classified materials.

9. Never enter TOP SECRET materials into any mailing system.

10. Place and lock all classified material in an approved safe until it is delivered.

F. Expedited Mail

1. Expedited mail is mail delivered by courier or USPS for overnight or two-day delivery usually requiring a receipt confirmation signature.

2. Deliver expedited mail to the appropriate recipient within two hours of receipt in the mail center.

3. Route all expedited mail according to local procedures.

4. An Expedited Mail Tracking Log is to be maintained with the following information:

a. Date and time package was received

b. Tracking number

c. The addressee (i.e., the person to whom the package is addressed)

d. Printed name and signature of the person who accepted the package

e. Date and time of delivery

5. Retain copies of all mail logs for one year.

6. If possible, install an electronic manifest system to speed up the process. An electronic system also makes it easier to conduct research on past deliveries

G. Certified/Registered Mail

1. Before accepting Certified or Registered mail, compare the tracking number items to those on the list provided by the USPS. Do not accept any mail that has been mis-routed.

a. As each piece is verified, find the corresponding number on the USPS list and check it off. Do this for all delivered articles.

b. Cross off the numbers for articles of mail not delivered. The numbers on the list and on the articles of mail must match.

c. If a mail article is not on the list, add its number.

d. Once the accuracy of the list has been verified and mistakes corrected, a mail center employee should sign and date the list at the bottom of the form.

2. Remove the return receipt card from the article of mail. Initial or sign the card.

3. Date-stamp the card on the right hand side.

4. Deposit the cards in the outgoing mail bin for return to the USPS.

FOR OFFICIAL USE ONLY

5. Keep a certified/registered mail log and track the following information:

a. Date/time of receipt

b. Tracking number

c. Office/unit to which is delivered

d. Printed name and signature of person accepting the mail

e. Date and time of delivery/pickup

H. Incoming A-Files

1. Processing of incoming A-Files is a high priority task. A-Files may be received from a file control office (FCO) and Federal Records Centers.

2. Route all incoming A-Files to the local USCIS Records Office or unit designated as responsible for updating NFTS.

3. All FCOs should electronically update NFTS upon receipt of A-Files by transferring in each A-File.

4. Do not throw away envelopes, routing slips, or any other routing information accompanying the A-File.

I. Applications or Petitions with Fees

1. Mail center personnel will record all applications with fees on the Form G-714, Receipt of Funds and Valuables Transferred. Include the following information on the form:

a. Date of collection/receipt;

b. Identifying number (i.e., A-Number)

c. Description of application

d. Amount submitted for that application

e. Tender classification (i.e., Checks and Money Orders)

f. Mail processors signature

2. The person to whom the funds are transferred will sign Form G-714. The mail unit will retain a copy of the signed log.

3. Route to the unit responsible for processing in applications and petitions.

J. Mail Routing Guide

1. All offices must establish, maintain, and use a mail routing guide.

2. A mail routing guide is a quick-reference document that explains the policy for routing all mail to the proper locations within an office.

3. Each office must have a routing guide that covers all documents an office receives.

4. Update and revise mail routing guides as routing information changes.

a. The mail center supervisor is responsible for updating the mail routing guide to meet an office's needs.

http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Documents/G-714.pdf http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Documents/G-714.pdf http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Documents/G-714.pdf http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Documents/G-714.pdf

FOR OFFICIAL USE ONLY

b. The mail center supervisor can modify the mail routing guide by adding or removing document types.

5. The mail routing guide should be created applying the following suggestions:

1. Draft the mail routing guide using the sample routing guide as a template.

2. Analyze incoming mail to see if the sample routing guide needs modification.

3. Document how to route each type of mail within your office.

4. Coordinate and validate the guide with each section or branch within the office.

5. Provide the mail clerk with a mail guide containing any additional information needed to route mail, such as:

i. A list of departments and room numbers

ii. Phone lists identifying employees by office and room number

iii. Local procedures http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Documents/Sample_Mail_Routing_Guide.pdf http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Documents/Sample_Mail_Routing_Guide.pdf

Part VII-02 Mailroom Operations: Outgoing

FOR OFFICIAL USE ONLY

Table of Contents A. Overview

B. Mailing Files

C. Personal Mail

D. Sorting and Metering Outgoing Mail

E. Routine Mail

F. Certified Mail

G. Registered Mail

H. Presort

I. Expedited Shipping

J. Packages and Boxes Under 150 Pounds for U.S. Addresses (Domestic)

K. Domestic Letters

L. Domestic Packages

M. Shipments of 800 Pounds and Over Going to U.S. Addresses

N. Letters and Packages Going to Overseas Locations

O. Department of State (DOS) Pouch

P. Dispatch of Mail

1. This chapter provides information regarding outgoing mail processing procedures, domestic mailing services, United States Postal Service (USPS) and commercial courier services.

2. Mailrooms get mail either directly from customers or from couriers. Processing of outgoing mail depends on the size of the package or envelope, the destination, and the requirements of the sender.

3. A-files must always be processed separately from other mail.

4. All packages must meet the guidelines in the chapter on Packaging Mail. The mail clerk is responsible for ensuring that the mail is packaged correctly, regardless of whether the mail is packaged by the mail clerk or a customer.

5. Offices are responsible for locally negotiated contracts with couriers. Choose the service that meets the requirements of the sender at the lowest cost for the government.

6. Ensure expedited shipping has been approved in accordance with local mailing procedures prior to shipping.

FOR OFFICIAL USE ONLY

7. Be aware of the pickup deadlines for outgoing mail and package services.

a. Allow sufficient time for processing packages; and

b. Let customers know the schedule so you can help them meet their delivery deadlines.

8. When sending classified mail, refer to OSI Form M-471, Safeguarding Classified and Sensitive Unclassified Information for details on transmitting classified information. Do not send Top Secret information through the U.S. mail, a commercial mail courier services, or by unsecured fax.

9. References throughout this chapter to "files" include A-Files, T-Files, S-Files and Receipt Files.

B. Mailing Files

1. Each box or package sent to another office must be manifested.

a. The manifest at a minimum should indicate the file numbers in the box or package, the sending and receiving office code, the box or package number (i.e.1of 5) and the date.

b. A hard copy of the manifest must be placed in each box or package and a hard copy or electronic copy kept by the sending office for file accountability.

c. Once the shipment has been received and accounted for at the receiving office, the manifests can be destroyed. Keep in mind that manifests containing A-numbers must be handled as Sensitive PII.

d. If a box or package is lost during transport, a copy of the manifest indicating which files are missing must be included with the Significant Incident Report (SIR) Please see RPM Part II-22

2. Ensure file movements are properly recorded in the file tracking systems.

3. Classified A-Files, excluding Top Secret files, should be shipped via registered mail. Top

Secret files are never shipped via mail.

4. For file shipments weighing 70 pounds or less, use the most economical service available.

5. For file shipments between 70 and under 150 pounds, use the contract courier service for packages and boxes.

6. Coordinate with the NRC, Harrisonburg, or the FRC to schedule shipping dates when you are sending more than 800 pounds of files.

7. Do not break up large shipments; follow instructions for the shipment of large volume records.

8. Use GSA freight services when sending large shipments of files to NARA for retirement.

Follow the instructions in the Retiring A-Files Chapter for preparing shipments.

C. Personal Mail

1. Do not send any personal mail through the mailroom, even if you provide the postage. The mailroom is strictly for official mail.

2. Do not use government letterhead, envelopes or any other government stationary for personal use.

http://connect.uscis.dhs.gov/org/ESD/NRC/Pages/default_old.aspx http://connect.uscis.dhs.gov/org/ESD/NRC/Pages/Harrisonburg.aspx http://www.archives.gov/frc/about.html http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Pages/publications-large-files.aspx http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Pages/publications-large-files.aspx

FOR OFFICIAL USE ONLY

D. Sorting and Metering Outgoing Mail

1. Follow local procedures for sorting, weighing, and/or metering mail.

2. If possible, sort and consolidate the mail to obtain the lowest available rate for mail going to the same zip code.

E. Routine Mail

1. Send routine mail in such a way as to ensure both timely delivery and minimum cost. It may be sent via:

a. First-Class Mail;

b. Priority Mail;

c. Standard Mail; or

d. Package Services Mail

2. The appropriate class depends upon the weight and type of mail. Use the USPS guidelines for choosing a class of mail. Many meters are programmed to select the appropriate mailing class.

F. Certified Mail

1. If the sender did not include a certified mail label, prepare one. Affix it to the front of the envelope so it does not cover any part of the mailing or return address.

2. If the customer needs evidence of delivery, prepare a Return Receipt card:

a. Annotate where to route the return receipt (i.e. unit, sender's name);

b. Put the card on the front of the envelope if there is room, or on the back if there is not;

and

c. Secure the card with tape

3. Maintain a Certified Mail logbook or electronic manifest to record each piece of certified mail and include the following information:

a. Certified mail number of the article;

b. Name and address of the recipient;

c. Postage costs; and

d. Any information required by local procedures such as the sender or sending unit

G. Registered Mail

1. Register classified material including classified A-Files (excepting Top Secret mail).

For more information, please review the guidelines for handling classified materials in OSI Form M-47, Safeguarding Classified and Sensitive Unclassified Information.

2. Affix the registered mail label to the front of the package in the lower left corner. Make sure the sticker does not cover any writing.

http://pe.usps.com/businessmail101/misc/specialServices.htm

FOR OFFICIAL USE ONLY

3. If evidence of delivery is required, prepare a Return Receipt Card (Form PS 3811). An electronic return receipt can be used in place of Form PS 3811. Go to https://www.usps.com for electronic return receipt information.

4. Keep a Registered Mail logbook (provided by USPS). For each piece of mail, update it with:

a. Registered mail number of the article;

b. Name and address of the recipient;

c. Postage costs; and

d. Any other information required by local procedures such as the sender or sending unit

H. Presort

1. Some offices are eligible for presort mailing and have contracts to handle bulk mailing (i.e., forms, A-Files, A-File jackets) under the national bulk mailing contract. Contact the USCIS Mail Management Branch to inquire about eligibility for inclusion on the presort contract.

Presort services will:

a. Pick up mail/co-mingle (500 pieces are eligible or cause worthy);

b. Presort;

c. Prepare and affix a barcode; and

d. Pick up mail and perform all necessary USPS requirements

2. If your office has a presort contract or is part of the national presort contract managed by MMB, follow the direction in the USPS Domestic Mail Manual available https://www.usps.com.

I. Expedited Shipping

1. Develop a local procedure for authorizing the use of expedited shipping.

2. Use of expedited shipping must be limited.

3. Keep a log of outgoing expedited mail. If your office uses the automated system provided by the courier service, this will serve as the log.

J. Packages and Boxes Under 150 Pounds for U.S. Addresses (Domestic)

1. DHS has three types of national mailing contracts:

a. Expedited shipping by courier. For overnight delivery of packages of up to 50 pounds.

b. Parcel shipping by courier. For delivery of material up to 150 (UPS only) pounds.

c. Presort. For delivery of large amounts of mail (approximately 500 pieces per day) at a discounted price. Not all offices are eligible under the national presort contract.

Contact MMB for additional information

2. Local offices may have other mailing and shipping contracts. Follow your local procedures for using these services.

3. USPS is the only option when mail needs to be registered or certified.

4. For additional information please review the memos regarding Alternate Methods of https://www.usps.com/ https://www.usps.com/

FOR OFFICIAL USE ONLY

Shipping Files and Shipment of Large Volume Records

K. Domestic Letters

1. Consolidate mail going to the same DHS office into one package. Some offices prefer to set-up a routine schedule so they can consolidate shipments.

2. When the sender indicates the need for registered or certified mail and/or a return receipt, use the USPS mail system only and ensure that the correct forms are included.

3. Meter the remaining letters to determine the proper postage and class.

4. Use expedited services for overnight deliveries where justified. Use only the commercial couriers that have a contract with DHS for expedited shipping.

5. USPS offers Express Mail services for overnight delivery. Use USPS Express Mail service for classified material only. Currently this service is more expensive than the expedited contract service.

L. Domestic Packages

1. Ship packages using the most economical service available that will meet the customer's delivery needs.

2. The contract commercial couriers generally track packages and deliver within 3 to 4 business days.

3. USPS will only accept boxes up to 70 pounds and a combined length and girth of no more than 108 inches. Do not use USPS for heavy mail items unless mandated by a management or security protocol.

4. Use USPS if you need a Return Receipt or need to send the package registered or certified.

5. If you have a shipment of several boxes going to the same address that exceed 500 - 800 pounds, use UPS and split the shipment in 200 pounds pickups. If a combined shipment is over 800 pounds, use GSA freight services.

M. Shipments of 800 Pounds and Over Going to U.S. Addresses

1. If you have a shipment of several boxes going to the same address that exceed 500 - 800 pounds, use UPS and split the shipment in 200 pounds pickups. If a combined shipment is over 800, pounds use GSA freight services.

2. Do not use USPS for shipments over 200 pounds. USPS is the most expensive way to send large shipments.

N. Letters and Packages Going to Overseas Locations

1. Prepare a Government Bill of Lading (GBL) for large shipments to a single location.

2. Overseas Letters

FOR OFFICIAL USE ONLY

a. First class mail goes through the U.S. Postal system. The address is often an APO/FPO (Army Post Office/Fleet Post Office) address or one for the State Department.

b. Refer to the International Operations Contact List for a listing of overseas offices. You can also look at the USCIS Web Site to find mailing information.

c. Package all mail going to the same office together unless you are sending classified material.

3. Overseas Packages

a. Send packages as Parcel Post through USPS, via surface diplomatic pouch, or through a contracted courier service. Diplomatic pouches may take a long time.

b. Do not use First-Class mail or Air Pouch.

c. If the mail is sent through the postal system, it must bear endorsements prescribed by the Universal Postal Union. On printed matter, write "Printed Matter" on the wrapping.

Add the words "Books" or "Catalog" if appropriate.

d. You can send either boxes or envelopes via Diplomatic Surface Pouch.

O. Department of State (DOS) Pouch

1. Use the Department of State Diplomatic Pouch Service to send unclassified mail to embassies or consulate in other countries. See 5 FAH-10 H-521 Diplomatic Pouch Mail for more information.

2. Use the DOS ZIP Code on all shipments sent via Diplomatic Surface Pouch.

3. Be sure the full return address of the originating office is on the envelope.

4. Secret and Confidential Sent Overseas via Diplomatic Pouch

a. The material must be wrapped in two opaque or heavy manila envelopes.

b. The inner envelope shall reflect the complete address of the receiving DHS office or the appropriate consular office. It must be stamped with the level of classification required. For example:

Officer in Charge Department of Homeland Security c/o American Consulate General Palermo Department of State Washington, DC 20521-5710

c. The method of transmission of Confidential and Secret material being forwarded to the United States from an area outside of the United States by diplomatic pouch shall be governed by instructions set forth in the Foreign Affairs Manual 5 FAM 341 which reads as follows:

Each envelope, package, or other outer cover (including collective cover) of official material originated by any Federal Agency for transmission by diplomatic pouch must be marked with the highest security classification or administrative control designation of any material contained in it.

d. Any number of inner envelopes may be enclosed in a single outer envelope addressed http://connect.uscis.dhs.gov/org/RAIO/IO/Pages/default.aspx http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Documents/DOS5FAH10DiplomaticPouchMail.pdf http://www.state.gov/m/a/c15152.htm http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Documents/DOS5FAH10DiplomaticPouchMail.pdf

FOR OFFICIAL USE ONLY

to the "Pouch Room." The postal registry number used on the outer envelope shall also be used on each inner envelope with suffixes. If the registry number used on the outer envelope is 12345, the first inner envelope shall carry the number 12345, the second 12345-A, the third 12345-B, etc.

e. Put the registration and address on the outer envelope. Address to:

Superintendent of the Pouch Room Department of State Washington, DC 20520-0528

f. The full return address of the originating office must appear in the upper left-hand corner of both the inner and outer envelopes.

g. Particular attention should be paid to the ensure the use of the 9-digit ZIP Codes set forth by the Department of State (DOS)

P. Dispatch of Mail

1. Mail received by USPS after 5:00 p.m. is more likely to be processed the next business day.

2. To reduce delays, make every effort to dispatch mail as early in the day as possible.

http://www.state.gov/m/a/c15152.htm

Part VII-03 Express Mail

FOR OFFICIAL USE ONLY

Table of Contents A. Overview

B. Express Guidelines

C. Shipping With Federal Express (FEDEX)

D. FEDEX Reporting Online

E. FEDEX Customer Service (Domestic)

F. Filing A Claim

G. International Shipping With Federal Express

H. International Shipping Guidelines

I. FEDEX International Customer Service

J. United Parcel Service (UPS) Shipping Guidelines

K. Shipping With United Parcel Service (UPS)

L. USCIS Mail Management Program Intranet Webpage

1. DHS Express Mail Program monitors Components interaction with express mail vendors in order to facilitate the use of and increase the efficiency of DHS express mail.

It utilizes two vendors {Federal Express (FedEx) and United Parcel Service (UPS)} to obtain full domestic and international express package shipping capabilities.

2. The DHS Express Mail Program tracks certain metrics regarding Component-vendor interactions on a monthly and quarterly basis. These metrics are used by the Components to identify savings opportunities throughout the organization, these metrics will also be reported to Department of Homeland Security Mail Management Program and shared with users via USCIS intranet. Collection of data from FedEx and UPS allows USCIS and other DHS Components to compare prices, services, and frequency of use across the country. (USCIS will provide continual feedback and education on proper use of various express services to all users).

3. The USCIS preferred provider for expedited (overnight) shipping is Federal Express (FedEx). The USCIS preferred provider for ground shipping United Parcel Service

(UPS).

4. USCIS will survey users throughout the life of the contract to ensure customer satisfaction in accordance with Department of Homeland Security requirements.

FOR OFFICIAL USE ONLY

B. Express Guidelines

1. DHS Management Directive 0590, "Mail Management Program" requires all DHS Components to have an express mail program.

2. Express shipping, particularly domestic overnight, should be used only when absolutely necessary to deliver time-sensitive material.

3. All Federal Express accounts will be established through USCIS HQ Mail Management Program Office (USCIS HQ MMPO). To establish an account send an email to: HQ Mail Management Program Team mailbox, MailManagement.uscis@dhs.gov, Attention: Express Mail.

4. Do not ship packages overnight on the eve of a weekend or holiday when the recipient will not be present to accept the shipment. Any exceptions should be approved prior by the Records Supervisor or Regional Manager.

5. When specifying a pick-up time for a shipment, schedule the pick-up for a time when the Mail Center at that location will be open.

6. All packages that do not meet delivery guaranteed time should be reported to the vendor sales representative for a refund or credit.

7. All incoming express mail to the National Capitol Region (NCR) (Washington Metro- Area) will be delivered to the new DHS Consolidated Remote Delivery Service (CRDS) location for screening, not directly to the destination office. After screening, the CRDS will deliver the express packages.

8. All locations regularly shipping large volumes of packages should contact USCIS HQ MMPO to request installation of FedEx Ship Manager equipment at their location. Send an email to the HQ Mail Management Team mailbox, MailManagement.uscis@dhs.gov, Attention: Express Mail.

C. Shipping With Federal Express (FEDEX)

1. To ship with Federal Express you must establish an account. To establish an authorized USCIS Federal Express account follow these procedures:

a. Send an email to USCIS HQ Mail Management Team mailbox, MailManagement.uscis@dhs.gov, Attention: Express Mail to request an account.

New account numbers will be issued approximately 1-5 days after the request,

b. Register your account online via www.fedex.com and create a Login User ID and password.

2. All DHS USCIS locations with express mail needs should ship online via www.fedex.com.

a. Shipping online allows you to manage and control your shipments more effectively as well as help reduce address correction errors.

b. Prepare air bills online via www.fedex.com.

3. To order Supplies call Federal Express Government Customer Service number at 1-800-

645-9424 or go to www.fedex.com to order supplies.

4. Creating a Small Package Shipment

a. Go to www.fedex.com and click "Prepare Shipment" under the Ship tab or use mailto:MailManagement.uscis@dhs.gov mailto:MailManagement.uscis@dhs.gov mailto:MailManagement.uscis@dhs.gov http://www.fedex.com/ http://www.fedex.com/ http://www.fedex.com/ http://www.fedex.com/

FOR OFFICIAL USE ONLY

FedEx Ship Manager software.

b. Complete the following shipping information:

i. Enter company name, contact name, address, and telephone number of the recipient. Click "Save new recipient in address book" to save information for future use.

ii. Select FedEx Express

iii. Complete "Your reference" field with the required information.

iv. Enter the e-mail addresses and complete the appropriate fields to have shipping status e-mailed to the shipper and/or recipient.

v. Upon completion of the above steps, click the "Edit" button in the

"Pickup/Drop-off" section to choose the preferred option.

vi. Click "Ship" to print the address label.

vii. Package the shipment and apply the plastic pouch for the label. Use FedEx Express shipping materials for FedEx Express shipments.

5. To Schedule a Pick up call 1-800-463-3339 and say "schedule a pickup" or go to www.fedex.com and click "Schedule a Pickup" under the Ship tab.

6. To track the status of a package go to www.fedex.com, enter the tracking number and click "Track".

7. FedEx Billing Online

a. FedEx Billing Online allows you to review invoices and manage accounts more effectively. This highly recommended service can be extremely useful at those locations responsible for managing multiple accounts.

b. To setup Online Billing, two prior invoices must be submitted. If two prior invoices are not available, contact USCIS HQ MMPO.

c. Go to www.fedex.com and select "View/Pay Bills Online" from the "Manage" tab.

d. Update credit card annually.

D. FEDEX Reporting Online

1. FedEx Reporting Online allows you to view and download detailed shipping reports.

Reports are available for download 30 days after they are run.

2. To view or down load reports:

a. Go to www.fedex.com and select "More Account Tools" from the "Manage" tab.

b. Select "FedEx Reporting Online"

c. If not already registered as a www.fedex.com user, sign up for a user ID and password.

d. If already a registered www.fedex.com user, log in with the username and password for the account.

e. The first person to register with a nine-digit account number becomes the administrator for this account. Additional users who wish to be added to an account must have an e-mail address with the same domain name as the administrator.

http://www.fedex.com/ http://www.fedex.com/

FOR OFFICIAL USE ONLY

E. FEDEX Customer Service (Domestic)

1. FedEx customer service can be reached at 1-800-GoFedEx (1-800-463-3339).

2. To update account information (name, address, etc.) call the Government Billing Hotline at 1-800-645-9424.

3. For assistance with Billing Online call FedEx Technology Support Hotline at 1-877-

339-2774 and say "FedEx billing online".

4. To pay an invoice using a credit card by phone instead of online, call FedEx Pay by

Phone at 1-888-780-4580.

F. Filing A Claim

1. The GSA FSSI FedEx contract provides a money-back guarantee service on most Domestic, International, and Ground shipments. Packages that are delivered 60 seconds past the published delivery commitment time are eligible. Requests must be submitted using the invoice adjustment feature at www.fedex.com or via the telephone invoice adjustment system by dialing 1-800-622-1147.

2. Claims can be submitted online at www.fedex.com/us/claimsonline.

3. FedEx will require the following documentation to process all claims:

a. Photocopy of the FedEx Air Bill/FedEx Ship Manager printout and/or FedEx Ground Pick-up Record.

b. All documentation related to the proof of value e.g. copy of original invoice from vendor/supplier, copy of retail invoice/receipt, final confirmation screen of online order showing proof of payment, itemized repair invoice or statement of non-repair, appraisals, expense statement or any other applicable documentation.

c. Serial number(s) of merchandise

4. Fax or mail the completed claim form with the supporting documentation to:

FedEx Cargo Claims Dept.

P.O. Box 256 Pittsburgh, PA 15230 Fax: 1-877-229-4766.

G. International Shipping With Federal Express

1. Federal Express provides international service to and from Alaska, Hawaii, Canada, Puerto Rico, Mexico, the Caribbean, Central and South America, Europe, and Asia.

http://www.fedex.com/us/claimsonline

FOR OFFICIAL USE ONLY

H. International Shipping Guidelines

1. The International Air Waybill (IAWB) is the primary shipping document for most international shipments. Fill out the IAWB online using FedEx Ship Manager at www.fedex.com.

2. Each country has different document requirements for inbound shipments. Most often, international shipments should be accompanied by a Bill of Lading, and/or Shipper's Letter of Instruction, a Commercial invoice, a packing list and a certificate of origin. For specific requirements visit www.fedex.com Global Trade Manager.

3. Most countries have restrictions regarding what commodities may be shipped into and from their country as well as what services may be used to ship those commodities.

FedEx provides detailed information on these restrictions in their Country Profiles at www.fedex.com.

I. FEDEX International Customer Service

1. FedEx International Customer Service team can be reached at 1-866-393-4686 or via www.fedex.com for additional information regarding international shipping.

J. United Parcel Service (UPS) Shipping Guidelines

1. The USCIS has a recurring requirement for the pickup and delivery of documents that are of a sensitive nature; namely, large volumes of alien files (A-Files).

2. There is also a requirement to ship large volumes of blank USCIS forms, pre-numbered A-File folders, and on rare occasion; equipment e.g. computers. (There is an insurance cost of $.58 per 100 lbs. with no charge for the first 100lbs). These items are picked up and delivered to USCIS locations throughout the 50 States via UPS.

K. Shipping With United Parcel Service (UPS)

1. All DHS USCIS locations utilizing UPS should ship online via www.ups.com.

2. To ship with United Parcel Service you must establish an account. To establish an authorized USCIS United Parcel Service account follow these procedures:

a. Send an email to the current MMP Contracting Officer Technical Representative (COTR), Sharleen Martin. Include the following information:

1. Office Name

2. Office Address

3. Point of contact (name)

4. Point of contact telephone number http://www.fedex.com/ http://www.fedex.com/

FOR OFFICIAL USE ONLY

5. Estimated shipping costs

6. User preference: Daily or Occasional

b. New account numbers will be issued approximately 1-5 days after the request

L. USCIS Mail Management Program Intranet Webpage

1. Visit USCIS Mail Management Program intranet webpage for more detailed information on shipping with UPS.

http://connect.uscis.dhs.gov/org/MGMT/ADMIN/MailMgmt/Pages/default.aspx

Part VII-04 Mailing Packages and Letters: Customer's Guide

FOR OFFICIAL USE ONLY

Table of Contents A. What are my responsibilities when sending packages and letters at USCIS expense?

B. Mailing to the National Capitol Region (NCR)

C. What are my mailing and shipping options?

D. How do I prepare my envelopes or packages?

E. How do I get my outgoing mail to the mailroom?

F. What should I do if a package is lost or damaged?

G. What if I have more questions?

A. What are my responsibilities when sending packages and letters at USCIS expense?

1. Use the least expensive mailing method given your needs for speed and tracking.

Consider using e-mail or fax for fast delivery of small number of documents.

2. Do not schedule your courier-delivered packages for weekend or holiday arrival unless you have arranged for someone to sign for the package.

3. Ensure the package is wrapped and marked appropriately. In some offices, the mailroom will do the packaging. In these cases, use a routing sheet to provide the address and any special mailing instructions.

4. Be aware of your mailroom hours – particularly the pick-up and delivery times for courier services.

5. When sending files to another office, coordinate with the Records Unit to ensure that the files are properly tracked.

6. Do not send any personal mail – including resumes or job applications – through the DHS mailroom.

B. Mailing to the National Capitol Region (NCR)

1. All USCIS offices in the National Capitol Region (NCR) must use an address convention that includes a unique mailstop/zip +4 for all incoming mail and outgoing mail sent to another DHS office that has transitioned to the DHS Consolidated Remote Delivery Site (CRDS) (only the mailstop will be required for local inter-office mail).

The NCR includes all Headquarters offices, the Washington District Office (District #7), and the Arlington Asylum Office. The December 2, 2008 memorandum Transition to the DHS Consolidated Remote Delivery Site and New Mailstop/Zip +4 Address Format for USCIS offices in the National Capitol Region provides the official policy guidance.

http://connect.uscis.dhs.gov/org/MGMT/ADMIN/MailMgmt/Documents/CRDSTransition_Memo.pdf http://connect.uscis.dhs.gov/org/MGMT/ADMIN/MailMgmt/Documents/CRDSTransition_Memo.pdf http://connect.uscis.dhs.gov/org/MGMT/ADMIN/MailMgmt/Documents/CRDSTransition_Memo.pdf http://connect.uscis.dhs.gov/org/MGMT/ADMIN/MailMgmt/Documents/CRDSTransition_Memo.pdf

FOR OFFICIAL USE ONLY

a. The new address format is:

Line New Address Format 1 Attention Line (Name and Job Title)

2 Office and Mailstop Number

3 Component (USCIS)

4 Delivery Address

5 City, State, Zip +4

Example:

Gregory B. Smith, Associate Director National Security and Records Verification Directorate MS 2240 U.S. Citizenship & Immigration Services 111 Massachusetts Ave NW, Suite 4000 Washington, DC 20529-2240

2. For a listing of mailstop and zip +4 numbers for each office, please go to: Mail Stop Component document.

C. What are my mailing and shipping options?

1. Unclassified Letters and Packages

a. Use this chart to find your mailing and shipping options.

Destination Category Instructions U.S. Routine Mailroom will choose appropriate mailing options

Expedited (overnight)

Best: Fax and follow-up (if needed) with original mailed Courier service – follow local procedures For letters or packages up to 50 lbs.

Shipments up to 200 lbs.

Coordinate with the mailroom. Services depend on size, weight, destination, and local shipping contracts

Shipments over 200 lbs.

Requires a Commercial Bill of Lading (CBL).

Coordinate with the mail room supervisor and procurement

Registered Receipt

Fill-out the appropriate form for Certified or Registered with Return Receipt

Overseas Offices Routine Mailroom will send by mail or diplomatic pouch depending on destination

Expedited (overnight)

Best: Fax and follow-up (if needed) with original mailed Courier service – follow local procedures http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Documents/CRDS Mailstop POC.pdf http://connect.uscis.dhs.gov/org/MGMT/ADMIN/MailMgmt/Documents/CRDS%20Mailstop%20POC%20List.pdf http://connect.uscis.dhs.gov/org/ESD/RD/RPM/Pages/publications-large-files.aspx http://connect.uscis.dhs.gov/org/ESD/RD/Pages/contacts_international.aspx http://connect.uscis.dhs.gov/org/MGMT/ADMIN/MailMgmt/Documents/CRDS Mailstop POC List.pdf

FOR OFFICIAL USE ONLY

Shipments up to 200 lbs.

Coordinate with the mailroom. Services depend on size, weight, destination, and local shipping contracts

Shipments over 200 lbs.

Requires a Government Bill of Lading (GBL).

Coordinate with the mail room supervisor and procurement

2. All Classified Mail

a. Consult the Security Officer’s Handbook and the chapter on Classified A-Files for instructions on mailing or shipping classified material. When shipping records, coordinate with the records supervisor to ensure files are properly tracked.

D. How do I prepare my envelopes or packages?

1. Consult local procedures to find out who packages the mail. In some offices, the mailroom will prepare packages. In other offices, the sender does.

2. See the chapter on Mail Packaging if you are the one who will prepare the packages.

3. The mailroom will consolidate mailings to other DHS offices. Your envelope needs to indicate the proper office and the destination within the office.

E. How do I get my outgoing mail to the mailroom?

1. Consult your local mail routing guide.

a. Some locations have couriers who pick up mail.

b. Other locations ask users to drop-off mail at the mailroom.

F. What should I do if a package is lost or damaged?

1. The local mail manager must immediately file a Significant Incident Report (SIR) and provide a copy to HQ USCIS Mail Management via e-mail (USCIS, Mail Management in Global Outlook or MailManagement.USCIS@uscis.dhs.gov

G. What if I have more questions?

2. You can get more information from:

a. USPS Domestic Mail Manual (DMM):

b. USPS International Mail Manual

c. USCIS Mail Management Program Intranet mailto:MailManagement.USCIS@uscis.dhs.gov http://pe.usps.gov/text/dmm300/dmm300_landing.htm http://pe.usps.gov/text/imm/welcome.htm

Part VII-05: Shipping Large Volumes of Files and Shipments over 200 Pounds (Freight)

FOR OFFICIAL USE ONLY

Table of Contents A. Introduction

B. Guidelines for Shipping Files Weighing Up to 200 Pounds

C. Guidelines for Shipments Weighing Over 200 Pounds

D. Preparation Before Shipping

A. Introduction

1. This chapter will provide information on the most cost effective means of shipping large volumes of files and shipments over 200 pounds.

B. Guidelines for Shipping Files Weighing Up to 200 Pounds

1. USCIS currently has a contract with United Parcel Service (UPS) to ship large volumes of files.

2. The UPS contract covers single boxes weighing up to 150 pounds per shipment and combined boxes weighing up to 200 pounds per shipment.

3. Offices can be added to this contract by sending an email to the Mail Management Branch (MMB) mailbox (MailManagement.USCIS@DHS.gov). The following information should be included in the email:

a. USCIS office location

b. Name, telephone number, and email address of point of contact

c. Estimate of the shipping volume

d. Pick-up requirement (daily or occasional)

C. Guidelines for Shipments Weighing Over 200 Pounds

1. Submit the following documentation to the Contracting Office in Burlington:

a. A completed G-514 depicting an estimated cost (can be obtained from historical data from previous shipments or by contacting a local vendor).

b. A detailed Statement of Work (SOW) to include:

i. Address of pick-up and drop-off locations

ii. Name and telephone number of points of contact at both locations

iii. Delivery time frames

iv. Description of item(s) to be picked up

v. Number and type of containers

Part VII-05: Shipping Large Volumes of Files and Shipments over 200 Pounds (Freight)

FOR OFFICIAL USE ONLY

vi. Estimated/actual weight

vii. Description of how item(s) should be packed (i.e., shrink wrapped)

2. If a USCIS office needs to ship anything weighing more than 200 pounds and the cost would be $100 or less the shipment can be done using a purchase card.

D. Preparation Before Shipping

1. The points of contact at both the pick-up and drop-off locations should contact building management for requirements when a pickup/delivery is scheduled.

2. To ensure an effective pickup and delivery, both points of contact must communicate prior to finalizing shipping arrangements with the vendor in order to:

a. Establish the dates and time for the pickup and delivery.

b. Ensure the receiving office is prepared to receive the shipment

Part VII-06 Mailroom Supervisor

FOR OFFICIAL USE ONLY

Table of Contents A. Introduction

B. Mail Security

C. Misrouted Mail

D. Meter Allocations

E. Postage Meters

F. Penalty Stamps and Envelopes

G. DHS Postage Cost Reduction Program

H. Accountable Mail

I. Local Cost Control Measures

J. Refund for Stamps, Envelopes, or Meter Tapes

K. Quarterly Postage Allocation and Usage Report

L. Local Procedures

A. Introduction

1. This chapter outlines responsibilities for mailroom supervisors.

2. It covers how the mailroom supervisor will handle:

Security Meter allocations Postage cost reduction Reporting

3. It also lists the type of local procedures needed for mailroom operations.

B. Mail Security

1. Mailroom personnel are responsible for safeguarding the mail. This means keeping the incoming and outgoing mail under direct supervision or in a locked area until the mail is delivered or shipped.

2. Label authorized U.S. mail receptacles. Notify the USPS Inspector of suspected mail fraud.

3. Keep the mailroom secure.

FOR OFFICIAL USE ONLY

Keep the room locked when there are no mailroom personnel are present Store meter heads, postage stamps, and envelopes in a secure area Secure accountable mail Lock up high value items overnight

4. The mailroom supervisor and mail clerks are responsible for preventing the misuse of meters, stamps, and envelopes.

Government-funded postage cannot be use for personal mail. This includes applications for federal employment.

Each office using penalty mail stamps or envelopes must provide a secure area (locked file, drawer, or safe) for storing these items.

Assign one employee and an alternate to maintain a record of stamps and envelopes ordered and used.

C. Misrouted Mail

1. On a quarterly basis, contact the local USPS facility responsible for the “dead” letter mail.

This facility has mail that is undeliverable or damaged.

2. Check to see if they have any A-Files or other items marked for the USCIS.

D. Meter Allocations

1. HQORM estimates the annual postage budget for the Service and assigns the fiscal year (FY) postage allocations based upon the prior year cost for postage. HQORM makes allocations to:

Administrative Centers Office of International Affairs (IAO) Headquarters offices

2. The Administrative Centers control and monitor the allocations and usage of postage meter funds and penalty mail stamps and envelopes for offices under their jurisdiction.

3. The Office of International Affairs controls and monitors the allocations and usage of postage meter funds and penalty mail stamps and envelopes for Asylum and Foreign offices.

4. Allocations to offices should not exceed their quarterly needs. No office should have funds in excess of one quarter postage expenses for the ending FY quarter.

E. Postage Meters

1. Local offices are financially responsible for purchasing or replacing postage meters.

2. The USPS requires agencies to:

FOR OFFICIAL USE ONLY

Obtain own postage meter and mailing equipment;

Lease postage meter heads from a manufacturer designated by USPS. The manufacturers control, operate, maintain, and replace meters when necessary Use computerized remote postage meter resetting services when offered by a meter manufacturer Adhere to all regulations concerning preparation, place of deposit, dating, and use of correct postage

3. Contact Wella Moore in HQORM for assistance with issues concerning meters.

F. Penalty Stamps and Envelopes

1. The Administrative Centers will:

Order penalty mail stamps, post cards, and envelopes no more than once per quarter.

Allow two weeks for delivery.

2. The USPS publication (available from their website at www.usps.com), How to Order and Use Penalty Mail Stamps and Service, gives information on the penalty mail program.

3. Each office is to properly safeguard stamps and envelopes.