Incompatible data systems, a reliance on paper files and an
opaque and segmented process have limited the ability of
agencies to address complaints efficiently and effectively,
according to the report.
It said DOD, DOL, DOJ, and OSC use incompatible tracking
systems resulting in the duplication of data collection
efforts, and causing DoL to use its paper files to transfer
or review complaints when it should be able to use electronic
files.
“This slows the transfer of complaints and limits the ability
of DOL managers to conduct effective, timely oversight of
complaint files,” GAO said.
Further, it said a focus on outputs rather than inputs —
caused by “segmented responsibilities and lack of visibility”
— leads to a disparity between complaint processing time in
an agency’s books and the actual amount of time a serviceman
actually waits which can be up to two years, or six times
longer for those who had their complaints closed and reopened
two or more times.
GAO also questioned whether complaint numbers alone can fully
explain USERRA compliance or employer support, citing a 2004
DoD survey showing that 72 percent of National Guard and
Reserve members never sought assistance for their problems.
However, DoD has added questions to its periodic surveys that
could provide insight into compliance and employer support
issues if they are continued, the report said.
