Office of Personnel Management

Better Performance Information Needed Gao ID: GGD-90-44 February 7, 1990

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.

Recommendations

Our recommendations from this work are listed below with a Contact for more information. Status will change from "In process" to "Open," "Closed - implemented," or "Closed - not implemented" based on our follow up work.

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