APPENDIX C

Use of Program Evaluations

The Secret Service conducts program evaluations through a variety of methods:

• Management studies and evaluations conducted by the Management and Organization Division - Analysts in our Management and Organization Division serve as management consultants for the Secret Service. They conduct many types of studies, including resource needs analyses, process efficiency reviews, cost analyses, staffing assessments, and organizational alignment studies. Studies are conducted in both core program and mission support areas on an as-requested basis.
  
  
• Internal reviews performed by the Office of Inspection - All Secret Service offices are inspected at least once every three years. Inspections cover an examination of program operations, adherence to established policy, employee satisfaction, and customer feedback. The Office of Inspection has incorporated a review of management practices and procedures as part of the office inspection program. This review identifies whether there are any material or systemic weaknesses, patterns, or trends in the Secret Service's management control system requiring a detailed analysis.
  
  
• Reviews of Office of Investigations Work Plans for field locations - All field locations annually develop Work Plans, which are reviewed by managers to assess trends and patterns in financial crimes. The Work Plans also provide information needed to assess the Secret Service's success in meeting certain strategic objectives at the individual office level.
  
  
• Post Event Critiques - After-action reviews of the larger protective events provide the Secret Service with an opportunity to critically analyze its performance. These reviews can reveal ways to improve operational efficiency and effectiveness at future events.
  
  
• Performance Management Program - The Secret Service operates an automated system, which provides managers with performance measurement information on a recurring basis. Performance information includes both protection and investigative activities, and covers workload trends, resource utilization, and program process efficiency and effectiveness indicators. Information is available on the employee, office, program, and Service-wide levels of aggregation. This information provides the basis for an ongoing performance assessment of Secret Service program operations.
  
  
• Standing and Ad Hoc Groups and Committees - The Secret Service is a frequent user of groups and committees that bring a diverse workforce together to analyze issues of interest to Secret Service management. These groups often make recommendations, which alter Secret Service policies and procedures in order to improve our program operations.
  
  
• Program Evaluations and the Strategic Management Process - Program evaluations provided information that was directly utilized by the Secret Service in updating the Strategic Plan. The review of field office work plans, performance measurement reports, post event critiques, inspection reports, and recommendations by standing and ad hoc working groups and committees contributed to formulation of the Strategic Plan's goals, objectives, and strategies. The Secret Service used these evaluations to assess the impact of its programs, gauge the effectiveness of existing strategies, and formulate new ones when appropriate. These evaluations included the technical security analysis for the White House Complex, the Workload and Activity Analysis for Protective Intelligence, the Uniformed Division Officer Manpower Requirement Analysis, the Special Agent Career Track Development Analysis, and the Special Agent Retention and Workload Balance Analysis. Through the Performance Management Program, Office of Investigations Work Plan review, and regularly scheduled inspections, program evaluations will continue to take place on an annual basis. All Secret Service field offices are inspected at least once every three years, while protective divisions are inspected every 18 months. Special management, program, and evaluative studies and analysis will continue to be conducted by the Management and Organization Division.
  
  

Previous Page | Table of Contents | Next Page