Federal Employment

Poor Service Found at Federal Job Information Centers Gao ID: GGD-92-116 July 28, 1992

The poor service and problems GAO staff encountered while posing as job seekers at Federal Job Information Centers around the country suggest that "Uncle Sam does not want you" and reinforce reigning stereotypes of the government and its workers. These centers exist to provide leads and general information on government jobs in cities across the country. The centers are supposed to answer questions about federal job opportunities and the application process and provide application forms. Yet GAO encountered many obstacles at the centers that would likely frustrate prospective applicants and possibly discourage them from pursuing federal jobs. For example, repeated telephone calls were often required to reach a center. Printed material and computer services at the centers could answer only the most basic questions about federal employment. Although 12 of the 20 centers GAO visited were staffed by Office of Personnel Management information specialists, they were usually available only part of the day. The information specialists were better than the computers at handling questions about federal employment, although their answers were sometimes incomplete or inaccurate.

GAO found that: (1) a number of obstacles existed that would likely frustrate prospective applicants and perhaps discourage pursuit of federal employment; (2) multiple telephone calls were required to reach FJIC; (3) calls were connected on the first try in only 18 of 43 attempts, and in 6 cases calls never got through; (4) FJIC were clean and organized, but small, sparsely furnished, and uninviting; (5) the available printed material and computers at FJIC could answer only the most basic questions about federal employment; (6) 12 of the 20 FJIC visited were staffed by OPM information specialists, but they were available only part of the day; and (7) compared to printed material and computers, information specialists were better able to address questions, but their answers were sometimes incomplete or inaccurate.

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.

Director: Team: Phone:


The Justia Government Accountability Office site republishes public reports retrieved from the U.S. GAO These reports should not be considered official, and do not necessarily reflect the views of Justia.