OPM Revolving Fund: Benchmarking Could Aid OPM's Efforts to Improve Customer Service
GGD-92-18
Published: Jan 21, 1992. Publicly Released: Jan 21, 1992.
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Highlights
Pursuant to a congressional request, GAO followed up on the Office of Personnel Management's (OPM) efforts to improve customer service and the timeliness of personnel background investigations, subsequent to the actions OPM took as a result of a previous GAO report.
Recommendations
Recommendations for Executive Action
| Agency Affected | Recommendation | Status |
|---|---|---|
| Office of Personnel Management | The Director, OPM, should instruct the Deputy Director and the Associate Director for Investigations to jointly: (1) continuously analyze the productivity performance of the various investigation processes in each FID; (2) determine reasons for productivity differences, including differences in work processes, methods, or practices among FID with different performance levels; and (3) have all FID adopt best practices, if appropriate to their individual circumstances. |
Closed – Implemented
An ongoing benchmarking process is now in place. Performance data is compared among regions and a clearinghouse for best practices has been established. This is expected to be a continuous effort and an integral part of the Federal Investigations Program management. There is no need to followup further, as adoption of best practices should be a continuous effort.
|
| Office of Personnel Management | If productivity increases achieved through systematic productivity improvement efforts do not result in fully meeting customers' timeliness needs, then OPM should assess the need for additional resources for doing investigations. |
Closed – Implemented
A reduced workload has made the consideration of increased staffing unnecessary.
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Topics
Customer serviceEmployee turnoverFederal employeesFunds managementInvestigations by federal agenciesMechanizationPersonnel recruitingProductivity in governmentStaff utilizationBackground investigations