	Lack of an Agencywide Policy, Consistent Processes, and Agency Focal Point Limits TSA’s Ability to Receive and Use Complaint Information

TSA receives thousands of air passenger screening complaints through  five centralized mechanisms but does not have an agencywide policy,  consistent processes, or an agency focal point to guide the receipt of  these complaints, or “mine” these data to inform management about the  nature and extent of the screening complaints to help improve screening  operations and customer service. TSA also uses TCC  data to inform the public about air passenger screening complaints,  monitor operational effectiveness of airport security checkpoints, and  make changes as needed. To address these weaknesses, we recommended that TSA establish a consistent policy to guide agencywide efforts for receiving,  tracking, and reporting air passenger screening complaints; establish a process to systematically compile and analyze information  on air passenger screening complaints from all complaint  mechanisms; and designate a focal point to develop and coordinate agencywide policy  on screening complaint processes, guide the analysis and use of the  agency’s screening complaint data, and inform the public about the  nature and extent of screening complaints. We  believe that these are beneficial steps that would address the  recommendation, provided that the resulting policy refinements improve  the existing processes for receiving, tracking, and reporting all air  passenger screening complaints, including the screening complaints that  air passengers submit locally at airports through comment cards or in  person at security checkpoints. In commenting on a draft of our November 2012 report, TSA also stated  that the agency began channeling information from the Talk to TSA  database to the TCC in October 2012. TSA Has Several Methods to Inform Air Passengers about Making Screening Complaints, but Does Not Consistently Implement Them

TSA has several methods to inform passengers about its complaint  processes, but does not have an agencywide policy or mechanism to  ensure consistent use of these methods among commercial airports. TSA’s Complaint Resolution Processes Do Not Fully Conform to Standards of Independence, but TSA Is Taking Steps to Increase Independence

TSA’s complaint resolution processes do not fully conform to standards of  independence to ensure that these processes are fair, impartial, and  credible, but the agency is taking steps to improve independence. It is too early to  assess the extent to which these initiatives will help mitigate possible  concerns about independence. TSA Is Expanding Its Risk-Based Programs, Including the Pre✓™ Program

TSA officials stated that the agency is undertaking efforts to focus its  resources and improve the passenger experience at security checkpoints  by applying new intelligence-driven, risk-based screening procedures and  enhancing its use of technology. One component of TSA’s risk-based approach to passenger screening is  the Pre✓™ program, which was introduced at 32 airports in 2012, and  which the agency plans to expand to 3 additional airports by the end of  the calendar year. According to TSA, more than 4 million passengers have been screened  through this program to date. Agency officials have reported that with the  deployment of this program and other risk-based security initiatives, such  as modifying screening procedures for passengers 75 and over and  active duty service members, TSA has achieved its stated goal of  doubling the number of passengers going through expedited screening. Contact points for our Offices of  Congressional Relations and Public Affairs may be found on the last page  of this statement.
Why GAO Did This Study

This testimony discusses the findings of our November 2012 report assessing the Transportation Security Administration's (TSA) efforts to improve the air passenger screening complaints processes. TSA screens or oversees the screening of more than 650 million air passengers per year at 752 security checkpoints in more than 440 commercial airports nationwide, and must attempt to balance its aviation security mission with competing goals of efficiency and respecting the privacy of the traveling public. The agency relies upon multiple layers of security to deter, detect, and disrupt persons posing a potential risk to aviation security. These layers focus on screening millions of passengers and pieces of carry-on and checked baggage, as well as tons of air cargo, on a daily basis.
Given TSA's daily interaction with members of the traveling public, air passenger screening complaints reflect a wide range of concerns about, for example, the systems, procedures, and staff that TSA has used for screening air passengers at security checkpoints. This includes concerns related to the use of Advanced Imaging Technology and enhanced pat-down procedures. TSA screens or oversees the screening of more than 650 million air passengers per year at 752 security checkpoints in more than 440 commercial airports nationwide, and must attempt to balance its aviation security mission with competing goals of efficiency and respecting the privacy of the traveling public. The agency relies upon multiple layers of security to deter, detect, and disrupt persons posing a potential risk to aviation security. These layers focus on screening millions of passengers and pieces of carry-on and checked baggage, as well as tons of air cargo, on a daily basis. TSA has processes for addressing complaints about air passengers' screening experience at security checkpoints, but concerns have been raised about these processes. Also, TSA is implementing a Pre✓ program to expedite screening at security checkpoints.
This statement primarily based on our November 2012 report and, like the report, discusses the extent to which TSA has (1) policies and processes to guide the receipt of air passenger screening complaints, and uses this information to monitor or enhance screening operations, (2) a consistent process for informing passengers about how to make complaints, and (3) complaint resolution processes that conform to independence standards to help ensure that these processes are fair and impartial. As requested, the statement also describes TSA's recent efforts to make the screening process more risk-based and selective through use of TSA's Pre✓ program.

What GAO Found

In summary, TSA receives thousands of air passenger screening complaints through five central mechanisms, but does not have an agencywide policy, consistent processes, or a focal point to guide receipt and use of such information. Also, while the agency has several methods to inform passengers about its complaint processes, it does not have an agencywide policy or mechanism to ensure consistent use of these methods among commercial airports. In addition, TSA's complaint resolution processes do not fully conform to standards of independence to ensure that these processes are fair, impartial, and credible, but the agency is taking steps to improve independence. To address these issues, we made four recommendations to TSA with which the agency concurred, and it indicated actions it is taking in response. Finally, TSA officials stated that the agency is undertaking efforts to focus its resources and improve the passenger experience at security checkpoints by applying new intelligence-driven, risk-based screening procedures, including expanding its Pre✓ program. TSA plans to have this program in place at 35 airports by the end of the calendar year and estimates that it has screened more than 4 million passengers to date through this program.