Breakdown in Service at Chicago Passport Agency

ID-83-8: Published: Nov 5, 1982. Publicly Released: Nov 5, 1982.

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Pursuant to a congressional request, GAO reviewed the breakdown in service at the State Department's Chicago Regional Passport Agency.

GAO found that the breakdown in service was caused by a combination of factors, two of which were that the newly installed computerized Travel Document Issuance System (TDIS) had not performed at the planned production capacity and management had not addressed Chicago's problems in a timely manner. In addition, GAO found that there are problems with Chicago's cash accounting practices, which do not provide an adequate audit trail from which to reconcile accounting discrepancies. The modifications which have been made to the TDIS have corrected some problems. However, GAO concluded that the system's productivity remains a serious issue since the passport busy season has passed.

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