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    Subject Term: "Concept of operations"

    2 publications with a total of 4 open recommendations
    Director: James R. McTigue, Jr.
    Phone: (202) 512-9110

    2 open recommendations
    Recommendation: To improve taxpayer service amid declining budgets and increased responsibilities, Congress should consider requiring the Secretary of the Treasury to develop a comprehensive customer service strategy in consultation with the Commissioner of Internal Revenue that (1) determines appropriate telephone and correspondence levels of service, based on service provided by the best in business and customer expectations; and (2) thoroughly assesses which services IRS can shift to self-service options.

    Agency: Congress
    Status: Open

    Comments: As of March 2017, no legislative action had been taken.
    Recommendation: To improve performance management of taxpayer services, the Secretary of the Treasury should update the Department's performance plan to include overage rates for handling taxpayer correspondence as a part of Treasury's performance goals.

    Agency: Department of the Treasury
    Status: Open

    Comments: In May 2017, Treasury officials told us that they plan to include correspondence data as part of Treasury's fiscal year 2018 annual performance plan and fiscal year 2016 annual performance report. They expect it to be available online before Summer 2017.
    Director: Dillingham, Gerald L
    Phone: (202)512-3000

    2 open recommendations
    Recommendation: Because of the importance of the successful planning and implementation of NGATS and the need for effective collaboration between diverse organizations, the Secretary of Transportation should direct JPDO to better ensure the involvement of all key stakeholders in the NGATS planning process, by determining whether key stakeholders and expertise are not represented on JPDO's integrated product teams, divisions, or elsewhere within its organization. For example, JPDO should consider the addition of active, subject matter expert air traffic controllers to its integrated product teams.

    Agency: Department of Transportation
    Status: Open

    Comments: In multiple reports and testimonies on Air Traffic Control Modernization and subsequently the Next Generation Air Transportation System (NextGen) GAO has reported that a lack of stakeholder or expert involvement early and throughout a project can lead to cost increases and delays. We also found that the Joint Planning and Development Office within the Federal Aviation Administration (FAA) had not adequately involved air traffic controllers or the National Air Traffic Controllers Association (NATCA) in NextGen planning efforts, and have since reported on challenges facing FAA in involving controllers and other stakeholders as they begin to implement various NextGen improvements. GAO recommended that the Secretary of Transportation consider various actions to better ensure the involvement of all key stakeholders in planning and implementing NextGen and specifically recommended further involvement of active, subject matter expert air traffic controllers. Article 114 of the recently signed contract between the FAA and NATCA addresses this recommendation by directing full participation by NATCA to further the development and implementation of NextGen. The specifics of the agreement between FAA and NATCA regarding how and in what manner controllers will be included has yet to be determined, but the inclusion of Article 114 is a step in the right direction to ensuring active involvement. With greater active participation from air traffic controllers and NATCA, issues that cause cost increase and delays can be identified earlier and their effects mitigated.
    Recommendation: Given the technical complexity of the implementation of NGATS and FAA's past experiences, the Secretary of Transportation should direct the FAA to undertake a formal exploration of FAA's strengths and weaknesses with regard to the technical expertise and contract management expertise that will be required to define, implement, and integrate the numerous complex programs and systems inherent in the transition to NGATS. For example, FAA should work to determine whether it will need to contract with an LSI, federally-funded not-for-profit corporation, or other technical or managerial entity to assist in the implementation of NGATS.

    Agency: Department of Transportation
    Status: Open

    Comments: According to the Vice President for Planning, FAA, on June 13, 2007, FAA awarded a contract to the National Academy of Public Administration (NAPA) to do an independent assessment of FAA's technical and program management (i.e., contract management) skills required for NextGen implementation. The Vice President directly attributed FAA's ability to move the contract award to GAO's recommendation.