Report Contents
Summary of Review
OIG reviewed 46 overseas inspection reports issued from October 1, 2017, to August 12, 2020, and identified 45 findings1 and recommendations related to consular physical space. Specifically, OIG identified deficiencies related to line of sight over consular workspace, handicapped accessible facilities, privacy booths for conducting sensitive interviews, signage to provide the public with directions and information about consular services, and canopies or other types of shelters. The reports cited several causes for these deficiencies. For 31 of the 45 findings and recommendations (69 percent), the deficiencies were related to obsolete or dated design of consular space. For the other 14 findings and recommendations (31 percent), OIG reports cited inadequate management oversight of consular physical space issues by post consular managers as the cause of the deficiencies. Based on its review of the inspection reports, OIG found that consular managers lacked training and communication on consular physical space standards, and that Department standards on canopies or other shelters required clarification. Additionally, in the course of conducting this review, OIG found that the Bureau of Consular Affairs (CA) did not collect comprehensive data on problems with consular physical space at embassies and consulates, which limited the ability of both consular managers overseas and Department of State (Department) staff to identify and correct these deficiencies systematically. In this report, OIG made three recommendations to CA to address the causes of consular physical space deficiencies. In its comments on the draft report, CA concurred with all three recommendations. OIG considers all three recommendations resolved. The bureau’s response to each recommendation and OIG’s reply can be found in the Recommendations section of this report. The bureau’s formal written response is reprinted in its entirety in Appendix B.
1 For the purpose of this report, findings are deficiencies described in inspection reports about which OIG advised the inspected entities, or which the entity’s management corrected during the inspection but did not result in a recommendation.
Report Terms
Report Recommendations
The Bureau of Consular Affairs, in coordination with the Foreign Service Institute, should implement a plan to improve both training and the availability of resources on consular physical space standards for consular managers.
The Bureau of Consular Affairs, in coordination with the Bureaus of Diplomatic Security and Overseas Buildings Operations, should update Department standards and guidance to clarify the circumstances under which canopies or other shelters are required in consular waiting spaces.
The Bureau of Consular Affairs should update the Consular Package – Management Survey and the Annual Certification of Consular Management Controls to collect data on compliance with Department consular physical space standards and use the information to identify and correct physical space deficiencies.