Monday, October 6, 2025
S&DC retail lobbies are getting a major makeover
The changes include expanded offerings, improved signage and more self-service options
USPS is modernizing the retail lobbies at sorting and delivery centers, aiming to provide faster, expanded services that will meet the needs of today’s customers.
The changes include refreshed lobbies, better signage, more self-service options and the availability of more government services.
“We want to create a retail lobby that is customer-centered — intentionally understanding what our customers need, how they think and how they behave — and putting them at the center of the whole design process,” said Maylee Kaiyuan, acting manager of the retail modernization effort.
Sorting and delivery centers, also known as S&DCs, combine several delivery units into a single large facility that serves multiple ZIP Codes in a geographic area. Many S&DCs include a retail lobby that serves the public.
The modernized lobbies feature digital menu boards that clearly display the latest USPS services and products, along with signs to guide customers to the right counter or self-service option.
Other features include rapid dropoff stations that allow customers to drop off packages within seconds, self-service kiosks and USPS Smart Lockers that enable customers to retrieve packages at any time of the day or night.
Additionally, outdated PO Boxes are being replaced with modular designs that expand capacity by up to 25 percent — with signs clearly showing sizes, pricing and pickup times.
There are also dedicated counters for passport services, plus secure rooms for other government services, such as biometric fingerprinting and identity verification.
USPS envisions these upgrades will increase retail traffic, promote new services and support future growth.
“We want a retail lobby that customers look forward to going to,” said Kaiyuan.
The prototype for the modernized retail lobby opened in Athens, GA, last year.
Additional locations recently opened in Binghamton, NY; Fort Lauderdale, FL; Hattiesburg, MS; Lafayette, IN; Stewart, NY; Waco, TX; and Williamsport, PA.
By the end of 2025, 12 centers are slated to be open, with six additional sites planned for 2026.
“Retail modernization is about more than new technology or updated lobbies,” said Chief Retail and Delivery Officer Elvin Mercado. “It’s about delivering the experience our customers expect from a modern Postal Service.”
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Heroes
While others watched a fire spread, he took action
This employee responded when a duplex went up in flames
Letter Carrier Victor Castaneda was delivering mail in Glendale, CA, recently when he noticed smoke rising from a rooftop.
At first, Castaneda thought the smoke was caused by a repair crew working on the roof. But as he watched, the smoke thickened, and flames began to engulf the duplex.
The Postal Service employee ran to the house next door and used water from the neighbor’s garden hose to assist the workers and Anita Siraki, the occupant in the home, until firefighters arrived.
Firefighters said Castaneda’s actions may have kept the flames from spreading to a nearby apartment building.
Castaneda was later honored at a Glendale City Hall ceremony, where he was praised for taking action while others stood by and recorded the event on their cellphones.
“In that terrifying moment, when most would have turned away, Victor turned toward the danger — not for recognition, but simply because he cared about the people he serves every single day,” said Siraki.
Employees featured in “Heroes” receive letters of commendation through the Postmaster General Heroes’ Program. The nomination form is available on Blue.
Week in Review
Here’s what Link covered Sept. 28-Oct. 4
A new Jimmy Carter stamp and counterfeit postage scams made news
Last week, Link covered the release of a stamp honoring Jimmy Carter during a ceremony at the Carter Center in Atlanta on Oct. 1, the 101st anniversary of his birth.
Carter was hailed not only for his presidential achievements but for his extraordinary post-presidency.
“He showed us that the presidency might be the highest office in the land, but the highest calling is simply to serve others with compassion and humility,” said Thomas Marshall, the Postal Service’s general counsel, who spoke at the ceremony.
In other news, we shared the Postal Inspection Service’s push to combat counterfeit postage scams; spotlighted the latest “Mailin’ It!” podcast featuring a conversation with Postmaster General David Steiner; told you about the new USPS Informed Delivery app; and offered reminders on the importance of dental hygiene and the proper disposal of light bulbs.
Additionally, Link ran the final installment of our three-part series on National Preparedness Month in September, and as we moved into October, we ran stories on Disability Employment Awareness Month, Cybersecurity Awareness Month, and the monthlong promotion of the Breast Cancer Research stamp.
October also marked the kickoff of the Combined Federal Campaign.
We told you about a special dedication ceremony for the new Winter Landscapes stamps, and, in “Heroes” we shared the story of Victor Castaneda, a letter carrier in Glendale, CA, who sprang into action when he saw a flames engulf a duplex, retrieving a nearby garden hose to assist firefighters.
Castaneda was honored at Glendale City Hall for his efforts.
“In that terrifying moment, when most would have turned away, Victor turned toward the danger — not for recognition, but simply because he cared about the people he serves every single day,” the home’s occupant, Anita Siraki, said.
Email us your feedback. Your comments could be included in our “Mail” column.