Bureau Of Consular Affairs


Download Bureau Of Consular Affairs


Preview text

BUREAU OF CONSULAR AFFAIRS

Consular Affairs

Appropriations
Positions - Enduring Enduring Funds

Resource Summary
($ in thousands)

FY 2012 FY 2013 FY 2014 Increase/Decrease Actual CR (1) Request From FY2012

17

0

0

(17)

2,395

0

0

(2,395)

(1) The FY 2013 CR is based on the annualized continuing resolution calculation for FY 2013 (P.L. 112-175).

Program Description

The mission of the Bureau of Consular Affairs (CA) is to protect the lives and interests of U.S. citizens abroad and to strengthen U.S. border security through the vigilant adjudication of U.S. passports and visas. CA contributes significantly to the Department’s strategic goals of achieving peace and security, promoting international understanding, and supporting the vision to help American citizens engage the world. CA issues passports that allow U.S. citizens to travel the world, and processes visa applications for foreign citizens who want to come to the U.S. Additionally, CA provides essential services to American citizens overseas.

Beginning in FY 2013, as part of the Consular Realignment Initiative, CA no longer receives appropriated funding. Consular activities are funded by revenue from consular fees and surcharges in an effort to align revenue with the associated costs. The Border Security Program (BSP) chapter provides additional details on the fees that support CA, domestic and overseas consular operations. Beginning in FY 2015, information previously found in this chapter will be incorporated into the BSP chapter.

Performance
A well-informed U.S. citizen is safer while traveling abroad. By proactively engaging the U.S. public through surveys, CA is able to gauge the utility of information currently on CA web sites and the areas in which it could be improved. Also, as CA incorporates customer feedback into its Web efforts, it builds trust with the U.S. public in the reliability and responsiveness of the Department's information. According to ForeSee Results, the firm deploying customer satisfaction surveys for CA, "on the American Customer Satisfaction Index's (ACSI) 100-point scale, a satisfaction score of 80 or higher is considered a superior score." CA’s consistent scoring in the high 70s indicates that travel.state.gov is performing exceptionally well at meeting customer expectations.

255

BUREAU OF CONSULAR AFFAIRS

Strategic Goal 7: Build a 21st century workforce; and achieve U.S. government operational and consular efficiency and effectiveness, transparency and accountability; and a secure U.S. government presence internationally

Strategic Priority

American Citizen Services

Active Performance Indicator

Customer satisfaction with quality of, and access to, reliable and relevant information on travel.state.gov as measured by the overall ASCI score (out of 100).

Prior Year Results and Ratings

FY 2012

Planned Targets

FY 2007 FY 2008 FY 2009 FY 2010 FY 2011 Target

Result and
Rating

FY 2013 FY 2014

75 out of 77 out of Exceed 77

77

Exceed Exceed

100

100

out of 100

78 out of 78 out of

[Baseline]



100

100

N/A

N/A

N/A



Below

◄►

Above

Target

On Target Target

Steps to Improve
Impact
Methodology Data Source and Quality

Results are based on a voluntary customer satisfaction survey by website users. While the score of 77 is considered very good by industry experts, CA is working to make significant changes to travel.state.gov to improve the customers' experience. Delays in the release of these changes have kept the FY 2012 score from increasing.
The Department now has access to measurable customer feedback on travel.state.gov. Survey analysis has helped the Department identify the top areas for improvement to increase customer satisfaction of those visiting the site. The Department can now instantaneously measure the impact of changes CA makes to the site.
The ForeSee Results methodology uses the ACSI Methodology. The ACSI, developed by the National Quality Research Center at the University of Michigan, has been the leading national indicator of Customer Satisfaction with goods and services in the U.S. economy since 1994. The ACSI is the only cross industry, national indicator that links Customer Satisfaction to financial returns.
ForeSee Results customer satisfaction surveys. The Data Quality Assessment revealed moderate data limitations, primarily due to the long-standing OMB regulation that prohibits the use of persistent cookies in gathering Web data.

While the quality of the adjudication process is CA's top priority in the area of passports, U.S. citizen travelers and Congress still expect quick and efficient processing of passport applications. This indicator measures how efficiently Passport Services (PPT) is serving the American public.

256

BUREAU OF CONSULAR AFFAIRS

Strategic Goal 7: Build a 21st century workforce; and achieve U.S. government operational and consular efficiency and effectiveness, transparency and accountability; and a secure U.S. government presence internationally

Strategic Priority

Passport Services

Active Performance Indicator

Percentage of passport applications processed within the targeted timeframe.

Prior Year Results and Ratings

FY 2012

Planned Targets

FY 2007 FY 2008 FY 2009 FY 2010 FY 2011 Target

Result and
Rating

FY 2013 FY 2014

71%

100%

98.9%

100%

100%

99%

100%

99%

99%

▼ Below Target

◄► On Target

▼ Below Target

◄► On Target

▲ Above Target

▲ Above Target

Reason for Exceeding Target
Impact
Methodology
Data Source and Quality

PPT was successful at exceeding the indicator target because of strategic planning and proactive management of passport demand and its seasonality. These efforts include staffing passport agencies and centers to meet projected demand and continually adjusting the workload in a manner that maximizes human resources across the network of agencies and centers.
Passports are issued to entitled U.S. applicants in a timely manner.
Targeted timeframe from fiscal years 2009 through 2014 is 4-6 weeks for routine applications and 2-3 weeks for expedited service. Updates to these targets will be made as necessary through revisions to the Department’s website. Targeted timeframe prior to FY 2009 varied and is documented in previous Congressional Budget Justifications.
Passport workload statistics are collected by the Bureau of Consular Affairs. Data quality problems are clearly described in final reports and there is a regularized schedule of data in place to meet program management needs. Data is properly stored and readily available.

Justification of Request
The Department’s FY 2014 Request of $0 million for the Bureau of Consular Affairs results from the Consular Realignment Initiative, which aligns consular activity and consular revenue. The initiative shifts consular costs including overseas consular staff and related costs from appropriated funds to consular fees. The Border Security Program chapter provides additional details on the fees that support domestic and overseas consular operations.

257

BUREAU OF CONSULAR AFFAIRS Resource Summary

FY 2012 Actual FY 2013 Estimate FY 2014 Current Services FY 2014 Request

Positions

American

CS FS Dom Overseas

9

8

0

0

0

0

0

0

0

0

0

0

FSN 0 0 0 0

Funds ($ in thousands)

Pos Bureau American Funds

Total Managed Salaries Total

17

317 2,078 2,395

0

0

0

0

0

0

0

0

0

0

0

0

Staff and Funds by Domestic Organization Units
($ in thousands)

Bureau of Consular Affairs (CA)
Assistant Secretary for Consular Affairs Public Affairs and Policy Coordination Total

FY 2012

FY 2013

FY 2014 Increase/Decrease

Actual

CR

Request

From FY2012

Am FSN Funds Am FSN Funds Am FSN Funds Am FSN Funds

17 0 (6,202) 0 0 (8,446) 0 0

0 (17) 0 6,202

0 0 8,597 0 0 8,446 0 0

17 0 2,395 0 0

0 0 0

0 0 0 (17)

0 (8,597) 0 (2,395)

Funds by Object Class
($ in thousands)

Bureau of Consular Affairs (CA)
1100 Personnel Compensation 1200 Personnel Benefits 2100 Travel & Trans of Persons Total

FY 2012 Actual
1,309 769 317
2,395

FY 2013 CR 0 0 0 0

FY 2014 Increase/Decrease

Request From FY2012

0

(1,309)

0

(769)

0

(317)

0

(2,395)

258

Preparing to load PDF file. please wait...

0 of 0
100%
Bureau Of Consular Affairs