Audit of Department of State Application of the Procurement Fee to Accomplish Key Goals of Procurement Services

OIG recommends that the Bureau of Administration, in coordination with the Bureau of Budget and Planning, create a separate point limitation within the Working Capital Fund for the Procurement Shared Services service center.

OIG recommends that the Bureau of Administration, Office of Logistics Management, Office of Acquisitions Management, develop and implement a plan for how it will use its portion of the available Working Capital Fund carryover to either implement its Business Plan goals or to improve the efficiency and effectiveness of contract monitoring.

OIG recommends that the Bureau of Administration develop and document a methodology for calculating the procurement-service fee, including a process to consider future program costs and the timeframe for periodically reassessing the fee.

OIG recommends that the Bureau of Administration reassess the amount of the fee to ensure that it is sufficient and supportable. The results of the reassessment should be made available to customers.

OIG recommends that the Bureau of Administration, Office of Logistics Management, Office of Acquisitions Management, develop and implement a formal process to obtain feedback from customers that would include providing customers information on the results of the effort including specific plans on how concerns would be addressed.

OIG recommends that the Bureau of Administration, Office of Logistics Management, Office of Acquisitions Management, develop and implement a plan of action to inform customers of the services that it provides, and the benefits of using these services, including enhancing its Intranet Web site.

OIG recommends that the Bureau of Administration, Office of Logistics Management, Office of Acquisitions Management (A/LM/AQM), develop a formal methodology to identify customers who want and whom A/LM/AQM determines would benefit from on-site procurement staff.

OIG recommends that the Bureau of Administration, Office of Logistics Management, Office of Acquisitions Management (A/LM/AQM), take action to provide on-site procurement staff to bureaus and offices that A/LM/AQM determines would benefit from this practice.

OIG recommends that the Bureau of Administration, Office of Logistics Management, Office of Acquisitions Management, develop a 3-year staffing plan that identifies the number of staff needed and the required mix of staff, based on expectations of contracting needs, including contract oversight responsibilities.

OIG recommends that the Bureau of Administration, Office of Logistics Management, Office of Acquisitions Management (A/LM/AQM), revise the performance standards of its employees to include additional standards related to customer service. A/LM/AQM should consult with customers on their needs and develop these additional standards accordingly.

OIG recommends that the Bureau of Administration, Office of Logistics Management, Office of Acquisitions Management, develop a mandatory customer service training curriculum for its employees.

OIG recommends that the Bureau of Administration, Office of Logistics Management, develop and implement a plan to ensure that customers are aware of the Customer Advocate position.

OIG recommends that the Bureau of Administration, Office of Logistics Management, Office of Acquisitions Management, implement a process to track attrition rates and regularly determine employee satisfaction, which would include tracking concerns identified by departing employees.

OIG recommends that the Bureau of Administration, Office of Logistics Management, Office of Acquisitions Management, develop a succession plan.

OIG recommends that the Bureau of Administration, Office of Logistics Management, Office of Acquisitions Management, develop a plan to improve its communication of its intern program to employees, such as including information in its Welcome Package.

OIG recommends that the Bureau of Administration, Office of Logistics Management, Office of Acquisitions Management, develop guidelines on training provided to contracting professionals, including annual goals for providing training to employees, such as the number of employees receiving courses each year.

OIG recommends that the Bureau of Administration, Office of Logistics Management, Office of Acquisitions Management, identify additional internal reviews that it would perform to assess procurement activity, internal processes, and performance and develop a plan to implement the reviews that it considers beneficial.

OIG recommends that the Bureau of Administration, Office of Logistics Management, Office of Acquisitions Management, identify significant procurement processes to map and develop standard operating procedures that currently are not included in available procedures.

OIG recommends that the Bureau of Administration, Office of Logistics Management, Office of Acquisitions Management (A/LM/AQM), develop a process to formally measure and report on its accomplishment of the Business Plan goals. A/LM/AQM should refine or update the goals as needed.