TSA should weigh survey results of its stakeholders to identify causes of information-sharing gaps and actions to address them, as well as systematically document and incorporate stakeholder feedback, GAO has said.
It said satisfaction with TSA security-related products and the mechanisms used to disseminate them vary by transportation mode. A GAO survey of stakeholders found that less than half of aviation stakeholders (71 of 149) reported being satisfied with security related information disseminated by the agency.
Further, 59 percent of stakeholders indicated that they were satisfied with the mechanisms TSA uses to disseminate transportation security–related information, while just 39 percent of highway and 46 percent of rail stakeholders reported they were satisfied, according to GAO-14-506.
It said the agency has some mechanisms in place to collect stakeholder feedback, such as surveys attached to its products and informal feedback collected at meetings with stakeholders, but that TSA has not systematically obtained, documented, and incorporated stakeholder feedback to improve information sharing.
While TSA is beginning to take steps to systematically obtain stakeholder satisfaction survey data, the agency is only in the initial planning stages of this effort and has not determined whether or how it plans to document informal feedback or identified how it plans to incorporate all of the feedback collected, the report said.
