Homeland Security: Federal Protective Service Could Better Measure the Performance of Its Control Centers

In September 2006, GAO reported that Federal Protective Service (FPS) managers have developed performance measures for assessing MegaCenter (control centers) operations. However, these measures were of limited use because they were not always clearly stated or measurable and do not address government wide priorities of efficiency, cost of service, and outcome--which are among the attributes that GAO has identified for successful performance measures. GAO recommended that FPS establish MegaCenter performance measures that meet the attributes of successful performance measures GAO has identified. In 2010, FPS developed and implemented performance measures to monitor MegaCenter operations. Specifically, FPS's performance measures are now measurable because they have quantifiable targets and are clearly stated because the methodology for calculating these targets are described in FPS's Performance Management Data Dictionary. As a result, FPS has the ability to compare performance across MegaCenters and identify shortfalls and target improvements.

In September 2006, GAO reported that the MegaCenters (control centers) did not measure a key activity--the time from alarm to officer dispatch--that would link MegaCenter performance to an FPS-wide performance measure of response time. However, although data pertaining to this activity existed in the MegaCenters' records management system, they did not measure the timeliness of this activity, and FPS had not developed a performance measure that would identify the MegaCenters' contribution toward meeting FPS's measure. GAO recommended that FPS develop a performance measure for the MegaCenters that corresponded to the FPS-wide patrol and response time measure and covered the MegaCenters' operations, from alarm to dispatch. In 2010, FPS developed and implemented a performance measure and utilized available data to measure MegaCenters' response time from the receipt of a routine or emergency alarm until a dispatch call is made to a first responder. As a result, FPS can evaluate the MegaCenters contribution--from the alarm to officer's dispatch--to the FPS-wide measure for response time and identify opportunities for improvement.

In September 2006, GAO reported that the MegaCenters (control centers) use various means to assess operations, but their performance measures have weaknesses and are not linked to Federal Protective Service-wide performance measures. GAO recommended that the Federal Protective Service (FPS) (1) establish MegaCenter performance measures that meet the attributes of successful performances and (2) develop a performance measure for the MegaCenters that corresponds to the FPS-wide performance measure of response time. In agency comments, the Department of Homeland Security (DHS) generally agreed with the reports findings and recommendations. DHS indicated that FPS and the U.S. Immigration and Customs Enforcement had undertaken a comprehensive review of the MegaCenters to identify, among other things, ways in which performance can be better measured. DHS noted that through this broad approach, FPS personnel would be able to generate and track the kind of information necessary to assess the MegaCenters' performance and therefore, develop appropriate performance measures. Based on DHS's comments, GAO concluded that FPS should not only establish appropriate performance measures, but also routinely assess performance using these measures. Therefore, GAO added a recommendation that FPS routinely assess the extent to which MegaCenters meet established performance measures. In 2010, FPS began regularly assessing and reporting on the extent to which MegaCenters meet establish performance measure targets. As a result, FPS is able to reliably assess MegaCenter performance overtime.