The DHS inspector general has called for the creation of a centralized department-level personnel security intake processing and customer service center within DHS, administered by the DHS Personnel Security Division.
Following a review of the effectiveness and efficiency of DHS personnel security programs, the IG confirmed what many DHS components already know, that they strive to provide quality results in a timely manner but often are delayed by applicants, overwhelmed by customer service requests, restricted by database functions, and limited by information availability.
According to OIG-09-65, department personnel security programs would benefit if better relationships could be established between OPM and the DHS chief human capital office, and that the personnel security program could be made more efficient and effective by consolidating the personnel security intake process, standardizing personnel security policies, and establishing better relationships.
Managers in the Office of the Chief Security Officer said implementation of this recommendation would require a significant reallocation of resources and space, and a comprehensive study should be conducted to determine feasibility. They were skeptical a centralized intake process would yield efficiencies.
Management also said input would be needed from the CIO and IT support offices.
The IG also recommended developing a training program for program managers on the personnel security process.
OCSO agreed and said the OMB Performance Accountability Council has created a subcommittee to address the need to establish standardized training, and that the PAC would mandate training and certification for all investigators and adjudicators.
