TSA screeners need better training - Really?

An audit done by the inspector general at the Transportation Security Administration finds that TSA screeners need to be better trained. "One lead TSO indicated that he had not accessed the Online Learning Center since 2005. The TSO also explained that staff had limited time to read printed training materials in lieu of going online." You can understand the urgency of getting the program underway but by now there should have been some kind of assessment by the agency itself.

Arghh...

There comes a time when auditing is not as easy as just doing the work and presenting the results. The dynamics of the organization has to be considered and a strategy developed. As an auditor becomes more knowledgeable about each department in the agency, the strengths and weaknesses start to become more apparent. It's like the relationship with a person. At first you see only the good things, then you begin to see the other side. Whether the relationship will remain healthy or not depends on the ability to not personalize the deficits. You have to keep your eye on the goal and work for improvements. But it is not easy.

Facts and stories

When auditees read the first draft of an audit a common response is that we did not talk about anything good that they have done. Our response is usually that our job is to identify problems, analyze why they occurred and how the situation could be improved. We are constrained by standards that require us to be fact-based. Establishing facts takes time. To include in the report an analysis of things that were going right would require the same standards be met. Since audit work is expensive, because of the time it takes to establish facts, it would not be cost effective to also analyze the successful parts of a service or program. However, we do try to add context so that there is an appreciation of the work that is being done to provide the service.

But from the perspective of a journalist trying to find a story that includes protagonist, antagonist, and facts that will capture a reader's interest, our reports are not hard hitting enough. When I have campaigned as an auditor, the common response was always that people had no idea there were auditors doing the kind of work we do. Auditors face a quandary, work for change or work to create an audit report that will capture a journalist's eye so that it will be reported and the public will see that there is accountability. Many of our audits fall under the radar because management has agreed with our findings and our recommendations. Or the audit area is just not interesting or big dollar enough. The choice is usually to work for change and not necessarily news coverage, so many stories never get told.

Short-term engagement

What would I do auditing in an environment that didn't value equity and human rights. Guess I wouldn't last long.

Savoring the Results

This has been a crazy summer so far. At first it seemed like it would never warm up. We planted our garden and then there was 2-3 weeks of hard rain. Seeds didn't sprout and existing plants suffered. Now we have had several weeks of sunshine and things are looking better, although getting to harvest is slow. What are the lessons here?

• You can't always predict when hard rain will come.
• Results might not happen on schedule.
• Sunshine always heals frustration and makes things grow.

I like the last bullet. Could be an analogy for transparency and organizational change.

Auditing by Processing

My thought process too. Like pulling a string or auditing.

Guerrilla Warfare

Thinking about a recent hiring process I was reflecting on possible differences between generations. My motivation in working for government has always been to make it more accessible, accountable and respectful to citizens. It brought to mind a book that spoke to me many years ago, Guerrillas in the Bureaucracy. I think I still have a copy in my office. I googled it and found this interesting book. I also found this article about how do deal with guerrilla bureaucrats. "Create an organization culture that accepts, welcomes, and encourages candid dialogue and debate." Yes!!