The Transportation Security Administration has complaints about its own complaint system.<\/p>\n
The U.S. Government Accountability Office (GAO) issued a report on November 29, 2012 detailing the shortcomings of the Transportation Security Administration’s (TSA) complaint processes and recommended improvements.<\/p>\n
In testimony before the Subcommittee on Aviation, Committee on Transportation and Infrastructure of the House of Representatives, Stephen M. Lord, Director of Homeland Security and Justice Issues for the GAO, outlined the findings of the November report assessing the TSA’s efforts to improve the collection and analysis of the thousands of customer complaints the agency receives each year.<\/p>\n
The first of the report’s four key findings concerned the receiving and analysis of complaints. While the TSA has various mechanisms for receiving customer complaints, the report found that the TSA lacks an agency-wide policy and consistent processes for receiving and mining complaints for data to inform management about their nature and extent. Airport-level TSA staff have (more…)<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":" The Transportation Security Administration has complaints about its own complaint system. The U.S. Government Accountability Office (GAO) issued a report on November 29, 2012 detailing the shortcomings of the Transportation Security Administration’s (TSA) complaint processes and recommended improvements. In testimony…<\/span><\/p>\n