GAO’s reports and testimonies give Congress, federal agencies, and the public timely, fact-based, non-partisan information that can improve government operations and save taxpayers billions of dollars.
In fiscal year 2019, agencies across government made an estimated $175 billion in improper payments—payments that should not have been made or were made in the incorrect amount. But this total comes from individual agency estimates, which aren’t all reliable.
What GAO Found GAO reviewed the customer service standards at Customs and Border Protection (CBP), Forest Service, Federal Student Aid (FSA), the National Park Service (NPS), and two services in the Veterans Benefits Administration (VBA)—disability compensation and Veterans' Group Life Insurance (VGLI)....
The federal government has set a goal of providing service to the public that matches or exceeds that of the private sector. Executive Order 12862 (September 11, 1993) and a related 1995 memorandum require agencies to post customer service standards and report results to customers.
The federal government faces a series of challenges in the 21st century that will be difficult, if not impossible, for any single agency to address alone. Many issues cut across more than one agency and their actions are not well coordinated.
For federal agencies to become high-performing organizations, top management needs to foster performance-based cultures, find ways to measure performance, and use performance information to make decisions.