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B-114829 1 (1973-12-14)

handle is hein.gao/gaobaafuf0001 and id is 1 raw text is: COMPTROLLER GENERAL OF THE UNITED STATES WASHINGTON. D.C. 20548 DEC 1 4 73 B-114829 The Honorable Robert F. Drinan 79 r2 House of Representatives Dear Mr. Drinan: LM095998 On March 15, 1973, you informed us that several of your constituents had complained about the serv h a£te4Zvern- menlt_,, jA_,?r4t~g,_Qi GO).inhacl .e pbic a- /, ton§ and you asked us to investigate this operation. The information we obtained on the matter is summarized below. The Public Documents Department, undel the Superintend- ent of Documents who is also an Assistant Public Printer, is responsible for selling Government publications to the public. The Public Documents Department processes mail orders at the central office in Washington, D.C., and at distribution cen- ters in Pueblo, Colorado, and Philadelphia. The two distri- bution centers process orders for those publications which appear on the GPO Selected List--a list of publications most popular with the general public. The central office offers about 25,000 publications as compared to approximately 1,600 basic publications the distribution centers offer. The Superintendent of Documents stated in recent appro- priation hearings that the Public Documents Department re- ceives 10,000 to 40,000 orders daily, resulting in millions of annual mailings, and about 2,000 written complaints daily. GPO records show that about 39 percent of these complaints concern nonreceipt of ordered publications. The number of complaints repeated totals about 8 percent. Although GPO maintains no overall statistics on the num- ber of days required to process orders, it does make periodic tests to determine how long it takes to fill orders. Tests at the central office during the first quarter of fiscal year 1973 showed that it took 39 days to fill an average order, while third-quarter tests showed an average of 26 days. In May and June 1973 we conducted our own tests to de- termine how long it took to fill an order at the central

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