GAO said DHS and selected components – ICE, TSA, the Coast Guard, and Customs and Border Protection – took steps such as implementing an exit survey and routinely analyzing FEVS results, and that selected components planned actions to improve FEVS scores based on analyses of survey results, but that these efforts could be enhanced.
Specifically, 2011 DHS-wide survey analyses did not include evaluations of demographic group differences on morale-related issues, the Coast Guard did not perform benchmarking analyses, and it was not evident from documentation the extent to which DHS and its components used root cause analyses in their action planning, the report said.
DHS agreed to examine its root cause analysis efforts and add the following: to bolster comparisons of demographic groups, benchmarking, and linkage of root cause findings to action plans, and to establish clear and measurable metrics of action plan success.
