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During an emergency hearing Tuesday, members of the Boston City Council heard testimony accusing United States Postal Service leaders of mismanagement that is causing significant delays in service. Adding to frustrations, the USPS declined to send a representative to testify before the councilors.
Councilors Sharon Durkan, Henry Santana, and Ben Weber filed a hearing order last month to investigate a “lack of adequate postal services” in Boston’s Mission Hill neighborhood. Both businesses and residents alike have been impacted, and complaints have come in from all around the city, Durkan said Tuesday.
“Let me be clear about what we’re experiencing in our communities. Residents are missing critical communications including legal documents and financial statements. Vulnerable neighbors are experiencing delays in vital medications. Small businesses are struggling with unreliable mail services,” Durkan said. “Most critically, as we approach election season, unreliable postal service threatens to undermine our democratic process.”
USPS spokespeople did not return a request for comment Wednesday morning.
Councilors were accidentally forwarded internal emails ahead of the hearing in which a USPS official accused the council of having a political agenda and not caring about customers, according to Durkan. Multiple councilors expressed outrage at the accusation.
“It’s outrageous that someone from the post office has accused us of having a political agenda. Our agenda is to make sure Boston residents get their mail. That they get their checks, that they get their medication, that they get their ballots,” Weber said. “That’s not political, it’s just ensuring that residents of Boston have a basic public service.”
Leaders from three different unions that represent USPS workers in the Boston area testified at the hearing. One of the core issues is “whimsical” operating hours at post offices, according to Scott Hoffman, a national business agent representing USPS clerks in the New England region of the American Postal Workers Union. Early and consistent closures are caused by the reluctance of USPS leadership to properly staff them, even though staff members are frequently available to work.
“The additional lost time due to improper closings just feeds the formula to staff lower, which in turn degrades service. It’s a built-in system that is designed to spiral downward,” Hoffman said.
The flow of mail through the USPS system can get clogged in multiple ways, he said. Due to staffing shortages, employees will be assigned to work customer service windows at the expense of behind-the-scenes work facilitating the distribution of mail. USPS leaders will force trucks not to leave offices for mail deliveries until they are at full capacity, something Hoffman compared to a bus operator delaying an evening bus until the following morning because all the seats are not full.
This fell in line with a consistent theme of the complaints about management: that decisions are being made for business reasons with little to no consideration for the service disruptions they cause. On top of that, subpar employee retention is causing the workers who remain to be inundated with massive workloads.
Multiple residents testified about their experiences. They described instances of not receiving vital health care through the mail, delays of crucial paychecks, and issues with insurance coverage caused by USPS service problems. Mitch Hilton, who worked as a letter carrier for more than 35 before retiring in 2006, said that he has seen a marked change in service since that time. Hilton recorded 44 instances of his mail not being delivered on time so far this year, he said, with September being the worst month for on-time delivery.
Mail service in the Boston area is “current and within performance standards,” a spokesperson for the USPS Northeast region told The Boston Globe in September. Almost all first class mail in Massachusetts during the last quarter of the fiscal year arrived “within a day of the service standard. On average, mail in the state is delivered in 2.5 days.”
Last month, the USPS recorded an 89% on-time delivery rate for first class mail in a district consisting of Massachusetts and Rhode Island, according to the agency’s online service performance dashboard. Just over 96% of first class mail was delivered with one additional day, according to the dashboard, and it took an average of 2.6 days for mail to be delivered.
Durkan voiced skepticism about the accuracy of the metrics published by the USPS.
“If I believed their weekly performance standards were correct based on what I’m hearing from constituents, I would not have called for this hearing,” she said. “We’re being gaslit in Boston. We’re being gaslit.”
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Earlier this year, when a study produced by Tufts University’s Center for State Policy Analysis suggested Boston reevaluate how it finances government services, city officials pushed back, initially dismissing concerns and defending exponential spending increases. That defensiveness, though, quickly shifted to panicked claims of a dire economic scenario and prompted Mayor Michelle Wu to seek legislative approval to raise taxes on businesses more than state law allows. Such an abrupt and dramatic about-face was notable, to say the least.
The Wu administration then went on to suggest that residents would see a 33 percent increase in their taxes and risk losing their homes if this new tax increase did not pass the City Council and the Legislature. For months, city officials escalated their rhetoric, while refusing to share official data that would, in fact, show that Boston’s fiscal issues were not unmanageable. Even if the business tax hike passed, the city still planned to raise residential taxes by 9 percent in 2025, just as it did in 2024. Residential relief was never on the table.
The City Council and the House of Representatives passed the legislation without the city’s official valuation data, so I called for a pause in the Senate until the city disclosed the data. Upon their release, the data showed that the economic sky was not falling. They also showed that lawmakers did not have to accept the false choice of having to risk cratering the Boston economy to mitigate a spike in residential property taxes.
Ample due diligence is required to make informed public policy decisions. Matters that impact residents and businesses must be debated based on objective data and facts — not guesswork, conjecture, or political agendas.
When this matter came before the Senate at the end of its formal session this summer, I made my concerns known. It was clear that downtown businesses were not the only entities that would have suffered disproportionately under the city’s proposed tax increase. Small businesses would have suffered just as much, if not more.
According to the Massachusetts Department of Revenue, raising commercial tax rates beyond the current state limit is “not good public policy.” Doing so raises “constitutional issues” and poses “an impediment to attracting and retaining business.”
There are other tax relief options, such as increasing exemptions for homeowners, low-income residents, and seniors. Working together with Governor Maura Healey, the Legislature did exactly that this session by passing the largest tax relief package in a generation along with sweeping housing and economic development legislation. The tax relief package includes significant increases to the Child and Family Tax Credit, the Earned Income Tax Credit, and Senior Circuit Breaker Tax Credit.
We did this collaboratively while also increasing wages for state employees, improving the Commonwealth’s bond rating, and managing a 2.7 percent growth in our budget while providing record levels of local aid to Boston. Boston, on the other hand, grew its budget 8 percent year over year — a total of $350 million — and 21 percent over the past three years.
What this 10-month process has shown is that City Hall must be more transparent and demonstrate fiscal restraint — not pile more costs onto residents and businesses. To provide residential tax relief, the mayor and City Council should increase the maximum residential exemption from 35 percent to 40 percent.
The city could pay for this by:
▪ Drawing from the surplus rainy day fund without impacting the city’s bond rating, per the recent Moody’s report;
▪ Redirecting funds generated via the Article 80 process from the Bluebikes program to residential relief;
▪ Cutting redundant external programs;
▪ Executing other prudent but targeted cuts like the governor did in mid-fiscal 2024 to balance the state budget.
Whether taxes go up on Boston residents or by how much is strictly up to the mayor and the City Council. Like the state, the city can provide relief for taxpayers, stimulate economic growth, and balance a budget. But it requires being data driven and fiscally responsible.
There’s still time to do so. For the sake of Boston’s taxpayers and the city’s fiscal health, I hope they take the time to get it right. Because it’s clear: the numbers don’t lie.
Nick Collins is state senator for the First Suffolk District in Boston.
BOSTON – Holiday travel is in full swing with Christmas just days away and travelers at Logan Airport in Boston spent the day dealing with delays from snowy weather.
There was gridlock traffic at Logan as travelers embark on their holiday excursions. Donna Ragucci just flew into New England from Florida.
“I am so excited, I get to see my sister and we are going on the trolley today and North End,” Ragucci said.
AAA said snowy weather conditions on Friday led to delays, spinouts and disruptions with flights.
“Overall, we’ve seen a pretty strong volume, which is what we forecasted, a record number of people traveling this year,” said AAA Northeast spokesperson Mark Schieldrop. “There was a storm system that affected a good swath of the country, so Chicago and Boston are two major hub airports, so anytime you have delays or cancellations in one part of the country, we often see a little bit of a domino effect.”
Kevin Walker said this is his first and last time traveling for the holidays.
“Well, we got here yesterday morning and our flight was canceled right when we got here,” said Walker.
AAA said more than 119 million people will travel during from now and Jan. 2. While most flights are on time at Logan there are several delays and cancellations leading to holiday angst.
“Hasn’t been great, my first flight was cancelled and now I guess I didn’t make the cut off for this flight, so now they can’t check the bag but yeah, it’s alright. I got a JetBlue flight tomorrow,” traveler Abbey Reynolds said.
“It’s different because I’m driving this year, so we got the dog coming with us, so I just hope the flight goes OK for the two kiddos and we meet them on the other end,” said a Brookline man heading to North Carolina with his family.
Paul Pierre is heading back to Columbus, Ohio and has his own philosophy when it comes to traveling.
“Don’t let the small stuff upset you. You just go through the airport and you do your best and be kind and you’ll get through it,” Pierre said.
“I’m a therapist, so I practice meditation, go to the gym,” said Ragucci.
“It is what it is, like, I’m not going to get that bent out of shape over it,” said Reynolds.
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