Finally, to determine what PBS has done or plans to do to ensure STAR data integrity, we interviewed officials and reviewed plans addressing PBS’ efforts to ensure that STAR data are accurate, reliable, and consistent. STAR—A System for Tracking and Administering Real Property

STAR is a real estate inventory management software application that maintains data on projects, leases, buildings, and space assignments that is, who is in what space—in an integrated database environment. The data in STAR have been used to generate bills to clients for their assigned space, develop budget plans, track and manage leases, and evaluate performance. STAR’s input/output functions include direct on-screen access to the data, the ability to update the data, access to standard reports, and the ability to sort data and create ad hoc reports. Users Identified Problems and Benefits for STAR

The 128 users we interviewed identified problems they had experienced using STAR as well as several benefits they saw being derived from the use of STAR. According to the STAR project manager, each type of problem that was reported to us had been reported to the STAR project team through the STAR Help Desk and logged into 16 categories. Further, 116 of the users we interviewed saw at least 1 benefit from using STAR. This resulted in having to change STAR’s design. The nearly 8,000 service tickets handled by the Help Desk reflect PBS-wide problems and other issues reported by users. Information is current and readily accessible. PBS’ Efforts to Improve STAR

As previously mentioned, as part of the STAR project, a contractor- operated Help Desk and PBS’ CRT were set up to solve STAR problems. Further, other actions, such as additional contract help, are now available to the regions to help with STAR problems and training. The Help Desk is to record user complaints, enhancement suggestions, or other issues concerning the use of STAR on service tickets. By the end of November 1999, eight versions of STAR will have been issued. PBS said it has taken various actions to ensure that STAR has accurate, reliable, and consistent data. STAR was designed with built-in features to help ensure the reliability of some data elements. PBS ran edits against the data to be transferred to STAR and ran additional edits after data were transferred. PBS has an initiative to validate all space assignments. A special study was done that produced a report identifying data problems and made recommendations for solving the problems. A team was set up to determine how to implement the report’s recommendations. In the comments, the Commissioner also briefly summarized (1) PBS’ transition from its 1970s system to STAR; (2) the cultural changes that drove the need to provide its customers with more reliable information and to measure its own performance in hard, quantifiable terms as envisioned by the Government Performance and Results Act; and (3) actions being taken to improve the data in STAR and elsewhere, including a spatial validation effort using computer-assisted drawings and the development of a quality control system to validate real estate and billing data residing in STAR.
Why GAO Did This Study

Pursuant to a congressional request, GAO reviewed the Public Buildings Service's (PBS) System for Tracking and Administering Real Property (STAR), focusing on: (1) the functions STAR performs; (2) whether users were having problems using STAR; (3) the steps PBS had taken or is taking to address any user problems; and (4) the actions PBS had taken or plans to take to ensure that STAR data are accurate, reliable, and consistent.

What GAO Found

GAO noted that: (1) STAR is a real estate inventory management software application that maintains data on projects, leases, buildings, and space assignments--that is, who is in what space--in an integrated database environment; (2) the data in STAR are used to generate bills to clients for their assigned space, develop budget plans, track and manage leases, and evaluate performance; (3) STAR's input/output functions include: (a) direct on-screen access to the data; (b) the ability to update the data; (c) access to standard reports; and (d) the ability to sort data and create ad hoc reports; (4) users identified problems with STAR as well as benefits derived from using the system; (5) the 128 users GAO interviewed identified 18 types of problems that they had experienced using STAR; (6) these problems included complaints such as taking too long to enter data and having too many steps or screens; (7) according to the STAR project manager, all of the problems that were reported to GAO by users had been reported to the STAR project team through the contractor-operated STAR Help Desk; (8) also, STAR users had submitted nearly 8,000 requests, which were recorded on service tickets, to the Help Desk between October 1997 and August 1999; (9) these tickets, many of them concerning the same issue, identified problems that users reported having when working with STAR as well as STAR enhancement suggestions and other issues related to STAR's operations; (10) further, 116 of the 128 users GAO interviewed saw at least 1 benefit from using STAR, such as data being current and readily available; (11) the STAR Help Desk and the PBS Change Review Team were set up to solve problems identified by STAR users and to resolve other issues with STAR; (12) by the end of November 1999, changes and enhancements will have resulted in eight versions of STAR; (13) further, additional contract help had been provided to assist the regions with STAR problems and training; and (14) PBS has taken various actions to try to ensure that STAR has accurate, reliable, and consistent data: (a) STAR has been designed with built-in features to help ensure the reliability of some data elements; (b) PBS ran edits against the data before they were transferred to STAR and ran additional edits after data were transferred; (c) PBS initiated an effort to validate all space assignments; (d) PBS conducted a special study and produced a report that identified data problems and made recommendations for solving the problems; (e) a team was set up to determine how to implement the report's recommendations; and (f) PBS is developing a quality control system.