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Office of Personnel Management: Better Performance Information Needed

  Premium   Download PDF Now (36 pages)
Report Type Reports and Testimonies
Report Date Feb. 7, 1990
Report No. GGD-90-44
Subject
Summary:

GAO assessed the Office of Personnel Management's (OPM) use of performance measures and standards to manage its service delivery to individuals seeking federal employment and federal employees, retirees, and dependents.

GAO found that OPM: (1) used both qualitative and quantitative performance measures and standards; (2) had not identified all performance measures suggested by the Federal Productivity and Quality Improvement Program; (3) had not established a full range of performance measures and standards for efficiency or customer satisfaction; (4) had no measure or standards for health benefits claims processing; (5) did not routinely and systematically track performance in key areas; (6) did not ensure that adequate performance information reached top management; and (7) did not hold Senior Executive Service managers accountable for meeting performance goals.

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