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    Results:

    Subject Term: "Forest management"

    3 publications with a total of 7 open recommendations
    Director: J. Christopher Mihm
    Phone: (202) 512-6806

    4 open recommendations
    Recommendation: Recognizing that moving toward a more customer-oriented culture within federal agencies is likely to be a continuous effort, the Secretary of Agriculture should direct the Under Secretary for Natural Resources and Environment, to improve Forest Service's customer service standards and feedback review, to: (1) ensure standards include performance targets or goals, (2) ensure standards include performance measures, (3) ensure standards are easily publicly available, (4) develop a feedback mechanism to collect comments agency-wide, which should include guidance or criteria to elevate customer feedback from local and regional offices to identify the need for and to make service improvements.

    Agency: Department of Agriculture
    Status: Open

    Comments: In August 2017, Forest Service provided an update for completing the tasks necessary to respond to our recommendations. In accordance with our recommendations, for each of its customer service standards, the Forest Service has developed goals, targets and measures and we consider this part of the recommendation closed. Forest Service stated the remaining part of the recommendation will be implemented by December 2018. Specifically, the Forest Service stated by December 2018 it will begin to make standards easily publicly available on its public-facing websites. The Forest Service provided the criteria for elevating customer comments and by December 2018 stated it will begin to deploy and collect feedback forms. We will close this recommendation as implemented when standards are publicly available and customer feedback forms are deployed.
    Recommendation: Recognizing that moving toward a more customer-oriented culture within federal agencies is likely to be a continuous effort, the Secretary of Education should direct Federal Student Aid's Chief Operating Officer, to improve Federal Student Aid's customer service standards and feedback review, to: (1) ensure standards are easily publicly available, (2) develop a feedback mechanism that includes guidance or criteria for service providers to elevate customer feedback to identify the need for and to make service improvements.

    Agency: Department of Education
    Status: Open

    Comments: We emailed Department of Education in June 2017 for an update on the status of this recommendation. Once a response is received we will update this recommendation.
    Recommendation: Recognizing that moving toward a more customer-oriented culture within federal agencies is likely to be a continuous effort, the Commissioner of U.S. Customs and Border Protection should, to improve CBP's customer service standards: (1) ensure standards include performance targets or goals, (2) ensure standards include performance measures.

    Agency: Department of Homeland Security: United States Customs and Border Protection
    Status: Open

    Comments: In January 2017, CBP sent an email stating that the agency has done all it can to fully implement the recommendation at this time. Because CBP does not have performance goals or targets for customer service standards this recommendation remains open. In April 2016, CBP provided us with customer service survey questions they use to collect data. Based on our review of that information, we were unable to confirm CBP had established performance targets and goals for the data being collected. As we stated in the report, performance goals should be in a quantifiable and measurable form to define the level of performance to be achieved for program activities each year. Although CBP is collecting new customer service data based on survey responses, without predetermined performance targets that align with a customer service standard it is not clear what or if internal targets or customer needs are being met. In June 2017, we emailed CBP for an update on the status of this recommendation. Once a response is received we will update this recommendation.
    Recommendation: Recognizing that moving toward a more customer-oriented culture within federal agencies is likely to be a continuous effort, the Secretary of the Interior should direct the Assistant Secretary of Fish, Wildlife and Parks, to improve the National Park Service's customer service standards and feedback review, to: (1) ensure standards include performance targets or goals, (2) ensure standards include performance measures, (3) ensure standards are easily publicly available, (4) develop a feedback mechanism that includes guidance or criteria to review and elevate customer feedback from local and regional offices to identify the need for and to make service improvements.

    Agency: Department of the Interior
    Status: Open

    Comments: According to NPS officials, NPS plans on defining a strategy that describes the intended customer experience for highest customer interactions such as Volunteer in Parks program and Teacher engagement program. NPS will align the strategy with overall organizational strategy, share the strategy with all employees (e.g., documentation, training), and update strategy plans to include performance targets and goals for customer service. NPS also plans on soliciting feedback from customers about their experiences with the VIP and Teacher Outreach Programs, collecting unsolicited feedback from customers about their experiences with the organization (e.g., by mining calls, emails, or social media posts), and gathering input from employees about their experiences with customers and their role in delivering the customer experience. NPS plans to share customer experience metrics and models with all employees (e.g., distribute reports and dashboards, conduct training sessions), publish customer service standards on website so that customers know what to expect, and publish customer service data to ensure actual service levels are transparent. Finally NPS plans on piloting the "Federal Feedback" Button and evaluate for expanded use in fiscal year 2018. In June 2017, we emailed NPS for an update on this recommendation. Once a response is received we will update this recommendation.
    Director: Fennell, Anne-marie Lasowski
    Phone: (202) 512-3841

    2 open recommendations
    Recommendation: To help the agencies enhance their abilities to identify their firefighting aircraft needs and better ensure they obtain aircraft that meet those needs, the Secretaries of Agriculture and the Interior should direct the Chief of the Forest Service and the Deputy Assistant Secretary for Public Safety, Resource Protection, and Emergency Services, respectively, to, subsequent to the completion of the first two recommendations, update the agencies' strategy documents for providing a national firefighting aircraft fleet to include analysis based on information on aircraft performance and effectiveness and to reflect input from stakeholders throughout the fire aviation community.

    Agency: Department of Agriculture
    Status: Open

    Comments: According to Forest Service and Interior officials, the National Interagency Aviation Committee, which includes members from both agencies, has drafted an Aviation Strategy and has solicited feedback from interagency stakeholders. The committee plans to present the strategy for senior level review in October 2017. The Forest Service additionally reports that it has begun developing its own aviation strategy for 2019-2023, and expects to certify it by September, 2018. The Forest Service strategy will be linked to the Interagency Aviation Strategy.
    Recommendation: To help the agencies enhance their abilities to identify their firefighting aircraft needs and better ensure they obtain aircraft that meet those needs, the Secretaries of Agriculture and the Interior should direct the Chief of the Forest Service and the Deputy Assistant Secretary for Public Safety, Resource Protection, and Emergency Services, respectively, to, subsequent to the completion of the first two recommendations, update the agencies' strategy documents for providing a national firefighting aircraft fleet to include analysis based on information on aircraft performance and effectiveness and to reflect input from stakeholders throughout the fire aviation community.

    Agency: Department of the Interior
    Status: Open

    Comments: According to Forest Service and Interior officials, the National Interagency Aviation Committee, which includes members from both agencies, has drafted an Aviation Strategy and has solicited feedback from interagency stakeholders. The committee plans to present the strategy for senior level review in October 2017.
    Director: Fennell, Anne-marie Lasowski
    Phone: (202) 512-3841

    1 open recommendations
    Recommendation: To enhance the overall sustainability of the Forest Service's trail system, consistent with the vision articulated in A Framework for Sustainable Recreation, and to reduce the trail maintenance backlog, the Secretary of Agriculture should direct the Chief of the Forest Service to take several actions to improve the agency's trail maintenance approach in both the short and long terms. To improve the agency's ability to keep up with its maintenance goals in the short term and reduce its maintenance backlog, the agency should, recognizing the importance of volunteers for trail maintenance, take steps to improve management of volunteers, including by ensuring that collaboration with and management of volunteers are clear expectations of trails staff and offering relevant training.

    Agency: Department of Agriculture
    Status: Open

    Comments: The Forest Service reported that it has taken and continues to take steps to improve management of volunteers. In particular, the agency has taken steps to reduce barriers to volunteering, such as its fiscal year 2014 implementation of a revised approach to funding volunteer worker's compensation costs from a national funding pool rather than allocating funds locally. In addition, the December 2016 national trail strategy identifies some additional key actions, such as developing and providing efficiency tools to support active partnering. The Forest Service also reported that it is developing training materials that address volunteer and partnership program management skills. The Forest Service has not, however, taken steps to ensure that collaboration with and management of volunteers are clear expectations of trails staff.