Submitting OIG:
Report Description:
We found that the goal-sharing award program, however well-intended, has not resulted in a significant and sustained improvement in overall customer satisfaction. The program is not effectively designed to provide the desired impact on the agency’s mission—improved customer satisfaction. Although PBGC has met the goal at least once a year, PBGC has not reviewed the results of the incentive program to determine if the program is resulting in desired sustained improvements. Based on our analysis, we recommend PBGC discontinue the goal-sharing program. PBGC agreed with the recommendation and plans completion by May 30, 2018.
Date Issued:
Wednesday, April 4, 2018
Agency Reviewed / Investigated:
Submitting OIG-Specific Report Number:
SR-18-13/RV-18-126
Location(s):
Agency-Wide
Type of Report:
Review
Questioned Costs:
$0
Funds for Better Use:
$225,250
Number of Recommendations:
1
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