Office of Federal Operations

Evaluate and assess timeline improvement after the use of the new contractors. If
significant improvements are verified by data, consider improvements to the ongoing
staffing model and the possible addition of these contractor positions as permanent
roles. OFO should determine and monitor metrics, such as improvement of targeted
timelines from one step to another (data can be gathered from IMS).

Examine the staffing model of the appeals intake process to determine if the dedicated
resources are sufficient for ensuring processes are completed in a timely manner.

OFO and OFP, in partnership with OIT, should consider development of an IMS
training guide or document that is consistently updated and reviewed following
upgrades, enhancements or modifications of the software. This guide should include all
necessary codes for every action item in the process and should be available for all
product users. This guide should ensure that product users track all mandated steps in
IMS. Given that each office’s staff has their own needs within IMS: One guide should

OIT developers should meet directly with software users, such as OFO attorneys and
supervisory attorneys and OFP AJs and Supervisory AJs (SAJ) to determine additional
requirements.

The Office of Information Technology (OIT), in partnership with OFP and OFO, should
re-evaluate IMS requirements, and requirements for the framework of its successor
system, to determine what additional reporting functionalities are needed in order to
analyze data about staff and office productivity. A Voice of the Customer exercise or a
user requirement meeting could serve as starting point to gather current requirements
OFFICE OF INSPECTOR GENERAL SEMIANNUAL REPORT 10

Standardize the role of the administrative support for all District and Field offices. A
position review should be conducted to determine the job title held by support staff, as
well as their pay level and their level of responsibility (e.g., determine if legal techs
should be assigning cases). Any additional administrative support should be supported
by data analysis of caseloads and inventory.

Standardize organizational structures used in the District and Field offices to include
all resources required for major tasks. OFP should create a guideline that describes the
desired standard organizational structure of District and Field offices.

Ensure future process changes are implemented according to change management best
practices noted by GAO.

Standardize on-boarding activities and training programs required for new AJs and
other staff working at the District and Field offices, so that the Federal hearings
experience is consistent for both complainants and agencies across offices.