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    Subject Term: "Business operations"

    6 publications with a total of 13 open recommendations
    Director: John H. Pendleton
    Phone: (202) 512-3489

    1 open recommendations
    Recommendation: As the department seeks to report on and achieve required cost savings, the Secretary of Defense should direct the Deputy Chief Management Officer to develop reliable cost savings estimates that include detailed information and documentation to allow for clear tracking of cost savings by DOD and Congress.

    Agency: Department of Defense
    Status: Open

    Comments: When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.
    Director: Zina D. Merritt
    Phone: (202) 512-5257

    3 open recommendations
    Recommendation: The Deputy Secretary of Defense, in his capacity as the CMO and as part of DOD's strategic planning process, should define a role for the military department CMOs or DCMOs in developing department-wide goals and objectives for business transformation.

    Agency: Department of Defense
    Status: Open

    Comments: When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.
    Recommendation: The Deputy Secretary of Defense, in his capacity as the CMO and as part of DOD's strategic planning process, should coordinate with the military department CMOs or DCMOs to align the military departments' goals and objectives for business transformation with department-wide goals and objectives, including in DOD's Agency Strategic Plan.

    Agency: Department of Defense
    Status: Open

    Comments: When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.
    Recommendation: The Deputy Secretary of Defense, in his capacity as the CMO and in coordination with the DOD DCMO, should take action, as appropriate and necessary, to improve the monitoring of the military departments' performance on business transformation efforts. This could be done by revising the Defense Business Council's charter to make the council responsible for monitoring such performance to reflect the responsibilities of the DOD DCMO to monitor performance across the entire department.

    Agency: Department of Defense
    Status: Open

    Comments: When we confirm what actions the agency has taken in response to this recommendation, we will provide updated information.
    Director: Zina D. Merritt
    Phone: (202) 512-5257

    3 open recommendations
    Recommendation: To help DOD increase the efficiency and effectiveness of its management of its business operations, and to enhance DOD's ability to achieve its business transformation efforts, the Secretary of Defense should direct the Deputy Secretary of Defense, in his capacity as the CMO, to ensure that the DCMO document business transformation priorities and communicate these priorities to officials responsible for DOD's business functions.

    Agency: Department of Defense
    Status: Open

    Comments: DOD has developed an updated draft of its Agency Strategic Plan for Fiscal Years 2015-2018. Once this draft is signed and issued, we believe it will communicate the department's priorities for its business operations. DOD DCMO officials estimate that the plan will be signed and issued in October 2016.
    Recommendation: To help DOD increase the efficiency and effectiveness of its management of its business operations, and to enhance DOD's ability to achieve its business transformation efforts, the Secretary of Defense should direct the Deputy Secretary of Defense, in his capacity as the CMO, to ensure that the DCMO oversee the development of a corrective action plan, in coordination with officials responsible for DOD business functions, that outlines the root causes for business transformation weaknesses and the solutions needed to address those weaknesses.

    Agency: Department of Defense
    Status: Open

    Comments: DOD has developed an appendix in an updated draft of its Agency Strategic Plan for Fiscal Years 2015-2018 that is titled "Performance Action Plan," but we not yet reviewed this appendix, so cannot assess whether this would meet the intent of our recommendation that they develop a corrective action plan. DOD DCMO officials estimate that the plan, which includes this appendix, will be signed and issued in October 2016.
    Recommendation: To help DOD increase the efficiency and effectiveness of its management of its business operations, and to enhance DOD's ability to monitor the progress of its business transformation efforts, the Secretary of Defense should direct the Office of the DCMO to, in coordination with officials responsible for DOD's business functions, develop performance measures that reflect key attributes of successful performance measures, such as clarity, comprehensiveness, and linkage.

    Agency: Department of Defense
    Status: Open

    Comments: DOD has developed an updated draft of its Agency Strategic Plan for Fiscal Years 2015-2018 that contains a set of performance measures that are more clear and comprehensive than the measures contained in previous strategic plans. This plan also demonstrates how the performances measures to link to strategic goals and objectives. DOD DCMO officials estimate that the plan will be signed and issued in October 2016.
    Director: Pickup, Sharon L
    Phone: (202)512-9619

    2 open recommendations
    Recommendation: To enhance DOD's ability to set strategic direction for its business transformation efforts, better assess overall progress toward business transformation goals, and take any necessary corrective actions, the Secretary of Defense should direct the Deputy Secretary of Defense, in his capacity as the Chief Management Officer (CMO), to ensure that the SMP includes a description of the key business transformation challenges to be addressed, sufficient context for why specific goals and strategies were chosen, and measures to address core activities.

    Agency: Department of Defense
    Status: Open

    Comments: DOD partially concurred with this recommendation, noting that future releases of the Strategic Management Plan will include key business transformation challenges, context for the inclusion of specific goals and strategies, and measures to address core activities. However, in its response, DOD also noted that the Department's senior leaders will continue to make strategic choices about which broad goals are most important and, within those goals, on which initiatives and key indicators they will focus their management attention. On July 1, 2013, DOD issued the FY 2014-2015 Strategic Management Plan. DOD subsequently issued its Agency Strategic Plan in place of the Strategic Management Plan to comply with GPRA Act Modernization Act requirements. In May 2017, the Acting Deputy Chief Management Officer (DCMO) issued a memorandum to DOD components. The memo directed implementation of DOD's Agency Reform Plan and a strategic planning framework, including the Agency Strategic Plan. As part of DOD's Agency Reform plan and strategic planning framework, each component is tasked with reviewing all business operations and proposing reform initiatives to improve efficiency, effectiveness, and accountability. The initial deadline for this review is September 2017. As part of the terms of reference, DOD components are also asked to identify goals and measures to monitor progress. We believe that the identification of reform initiatives will meet the intent of this recommendation. We will confirm after September 2017 that these initiatives have been identified.
    Recommendation: To enhance DOD's ability to set strategic direction for its business transformation efforts, better assess overall progress toward business transformation goals, and take any necessary corrective actions, the Secretary of Defense should direct the Deputy Secretary of Defense, in his capacity as the CMO, to further define DOD's performance management approach, by outlining elements such as how it will consider the various sources of performance information along with SMP performance results to monitor progress in achieving business goals and identify corrective actions and ensure this information is reviewed on a regular basis.

    Agency: Department of Defense
    Status: Open

    Comments: DOD concurred with this recommendation, noting that the Department will continue to improve and institutionalize operations of the Defense Business Council to provide unified direction and leadership to efficiently and effectively manage the DOD business mission area. However, as of July 31, 2013, the Secretary of Defense had not issued any guidance directing the Deputy Secretary of Defense to further define DOD's performance management approach for business transformation, nor had the Deputy Secretary of Defense issued any guidance defining this approach. DOD subsequently issued its Agency Strategic Plan in place of the Strategic Management Plan to comply with GPRA Act Modernization Act requirements. In May 2017, the Acting DCMO issued a memorandum outlining to DOD components. The memo directed implementation of DOD's Agency Reform Plan and a strategic planning framework, including the Agency Strategic Plan. The DOD strategic planning framework is intended to align DOD core business functions with the Office of Management and Budget's Agency Reform Plan categories. DOD expects to complete this framework in September 2017. As part of this framework, DOD components are tasked with conducting thorough reviews of their business operations, identifying reform initiatives, and developing performance goals and measures to monitor and assess implementation of reform initiatives. We believe the establishment of this framework will meet the intent of our recommendation. We will confirm after September 2017 that this framework has been completed.
    Director: Herr, Phillip R
    Phone: (202)512-8509

    2 open recommendations
    Recommendation: To better ensure that USPS's efforts to expand access through retail alternatives support its strategic goals to improve its service and financial performance, the Postmaster General should develop and implement a plan with a timeline to guide efforts to modernize USPS's retail network that addresses both traditional post offices and retail alternatives. This plan should also include: (1) criteria for ensuring the retail network continues to provide adequate access for customers as it is restructured; (2) procedures for obtaining reliable retail revenue and cost data to measure progress and inform future decision making; and (3) a method to assess whether USPS's communications strategy is effectively reaching customers, particularly those customers in areas where post offices may close.

    Agency: United States Postal Service
    Status: Open

    Comments: USPS has undertaken actions to ensure customers have adequate access to postal services, including providing more ways to access postal services in high-revenue markets and expanding the Village Post Office program in rural areas. With regard to USPS's communications strategy, USPS discussed the public notice requirements that are part of the post office discontinuance policy and the role of the Corporate Communications Office in communicating about postal services provided through retail partners. USPS also discussed the process that occurs during discontinuance proceedings to ensure sufficient service is maintained. However, USPS has not provided information to GAO on how USPS intends to obtain reliable revenue and cost data and how it ensures retail service is sufficient to meet customer demand. GAO discussed the need for additional documentation of these matters. Implementation date is to be determined.
    Recommendation: To help ensure contract postal units and Approved Shippers provide postal products and services in accordance with USPS policies, while making efficient use of its constrained resources, the Postmaster General should establish procedures to focus monitoring of retail partners on those determined to be at a greater risk of not complying with its requirements and procedures.

    Agency: United States Postal Service
    Status: Open

    Comments: During a discussion with USPS in January 2017, USPS described a proposed risk-based approach to monitoring CPUs which, if implemented, would meet the intent of the recommendation. GAO is awaiting documentation of this approach.
    Director: Pickup, Sharon L
    Phone: (202)512-9619

    2 open recommendations
    Recommendation: To establish ongoing accountability and better leverage the unique positions of the CMO and DCMO to provide the leadership necessary to follow up the Secretary's recent efficiency initiative for the long term, the Secretary of Defense should assign specific roles and responsibilities to the CMO and DCMO for integrating the Secretary's efficiency initiative with ongoing reform efforts, overseeing its implementation, and otherwise institutionalizing the effort for the long term.

    Agency: Department of Defense
    Status: Open

    Comments: DOD concurred with this recommendation, but did not specify the action it planned to take to implement the recommendation. Based on a review of all the memos related to the efficiencies and recent discussions with the Deputy Chief Management Officer and Under Secretary of Defense (Comptroller) offices, there is currently no guidance that formally assigns the DCMO and Comptroller responsibility for tracking and overseeing the implementation of the efficiency initiatives. However, during a March 2011 testimony before the Senate Armed Services Committee, the Comptroller stated that the Deputy Chief Management Officer (DCMO) and the Under Secretary of Defense (Comptroller) were assigned the task of monitoring the implementation of the efficiency initiative and report successes and problems to the Deputy Secretary of Defense, DOD's Chief Management Officer (CMO). Given the responsibilities, under statute and department guidance, related to improving the efficiency and effectiveness of business operations, the DCMO,in conjunction with the Under Secretary of Defense (Comptroller), is positioned to monitor, integrate, and otherwise institutionalize the Secretary of Defense's ongoing efficiency initiative. The recommendation remains unimplemented in the absence of formal guidance that institutionalizes the responsibilities of the CMO and DCMO. As of early September 2015, DOD has not yet issued formal guidance that assigns the CMO and DCMO these specific roles and responsibilities.
    Recommendation: To enhance DOD's ability to set strategic direction for its business transformation efforts, and better align and institutionalize its efforts to develop and implement plans and measure progress against established goals, the Secretary of Defense should direct the CMO to issue guidance to establish a strategic planning process with mechanisms---such as procedures and milestones---for routinely updating the SMP and military department business transformation plans. In particular, this guidance should include elements such as how DOD and the military departments---including the CMO, DCMO, and military department CMOs---will reach consensus on business priorities, coordinate review and approval of updates to plans, synchronize the development of plans with the budget process, and monitor the implementation of reform initiatives, and report progress, on a periodic basis, towards achieving established goals.

    Agency: Department of Defense
    Status: Open

    Comments: DOD partially concurred with this recommendation. As of July 2013, DOD has not issued guidance to establish a strategic planning process with mechanisms, such as procedures and milestones, for routinely updating the Strategic Management Plan and the business transformation plans of the military departments. As of early September 2015, DOD has not yet issued guidance to establish a strategic planning process to update related business transformation plans.