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- 1. TSA Stripped Down: ATSA Case Study Tanja Fedorenko, Megan Findakly, David Iselin, and John Spataro
- 2. “Provide the most effective transportation security in the most efficient way as a high performing counterterrorism organization.” ✈ TSA created because of 9/11 to prevent similar attacks in the future. ✈ In 2004, TSA moved to the Department of Homeland Security (‘DHS’). ✈ TSA protects: Aviation 77% Others 23% TSA Employees by Sectors Background onTSA Source: TSA
- 3. ✈ TSA agents allowed contraband through detection in 67/70 of tests ✈ 95% Failure Rate ✈ New TSA Administrator Confirmed ✈ What happened? Security Failures “From my first day on the job, I have made it clear that we are first and foremost a security organization.” – TSA Administrator Neffenger Source: www.davegranlund.com/cartoons
- 4. ✈Goals based on performance quantity not quality “Efficiency”, “Most Effective”, “High Performing” Leads to Goal Displacement TSOs’ goals not aligned with TSA’s mission ✈Goals often change and conflict “...check everybody, even if the line is back up to the ticket counter” Key Issues: Poor Goal Setting “We have to get these people through the line” “Efficiency and getting people through security lines cannot be our sole reason...”
- 5. Key Issues: Performance Pay Systems ✈ PASS – Performance Accountability and Standards Systems relied heavily on certification test scores ✈ TOPS – Transportation Officers Performance System TSOs performance based on supervisors’ observations ✈GS - General Schedule ? position appropriate grade level/promotion over years
- 6. Key Issues: Performance Pay Systems ✈Goal setting will affect performance measures ✈Not enough focus on security ✈Emphasis on operating procedures & customer relations
- 7. ✈ TSO is considered an entry-level position ✈ Average starting salary for TSOs ranges from $18.0 to $20 “Benefits Pay is decent for not for having a degree…” (Former Employee - Lead Transportation Security Officer in Fort Myers, 2015). “The pay and benefits are decent than most for an entry level position” (Current Employee, 2014). $0 $5 $10 $15 $20 $25 0 10 20 30 40 AverageSalary(perhourinUSD) Job Listings Average Salary for TSOs Minimum Wage Salary Average (per hour) Source: www.USAJob.com Key Issues: Compensation
- 8. ✈ Poor links between performance and monetary incentive Low risk and high reward “…we are always short staffed and those that do work, go home tired and cranky everyday, others laze the day away pretending to work…” (Current Employee, 2014) Key Issues: Incentives Source: http://tsanewsblog.com/14663/news/tsa- thousands-standing-around-really/
- 9. ✈ Goal Setting: Set one clear and consistent underlying goal “Not on my watch” ✈ Performance Measures Stay with TOPS/ No GS Clear definition of measure with a focus on security over soft skills ✈ Incentives Regular training/ motivation initiatives Gainsharing System Distributive Justice Manager holds monthly meetings to recognize employees Recommendations
- 10. Thank you
- 11. ✈ What are other incentives that would motivate TSOs? ✈ What is a more important goal: security or movement? Are these goals conflicting? ✈ Given those pressures, should TSA go private? ✈ Can you manage a message in this governmental industry? Questions
- 12. Granlund, D. (2015, June 2) Report: TSA Ineffective. [Cartoon] Retrieved from www.davegranlund.com/cartoons Department of Homeland Security. (n.d.). Retrieved September 9, 2015, from http://www.dhs.gov/ Transportation Security Administration. (n.d.). Retrieved September 9, 2015, from https://www.tsa.gov/ Thomas, P., Fishel, J., Levine, M., Date, J. (2015, June 1). EXCLUSIVE: Undercover DHS Tests Find Security Failures at US Airports. ABC News. Retrieved from http://abcnews.go.com/US/exclusive-undercover-dhs-tests-find-widespread- security-failures/story?id=31434881 Testimony on TSA Security Gaps: Hearings before the House Oversight and Government Reform Committee, 114th Cong. (2015) (Testimony of Peter Neffenger). Work Cited
Notas do Editor
- What does TSA stand for? Transportation Security Administration The TSA was established as a result of the September 11th attacks. TSA’s mission is to safeguard the “free movement for people and commerce” by providing protection for all of the Nation’s transportation systems. As part of TSA’s duties, it provides security for 440 federalized airports and employs over 60,000 people, of which 46,000 employees serve in the aviation sector. Aviation, Transit, Pipeline, Highway, Rail, Maritime
- June 1st Test Results Leaked, DHS RED TEAMS June 22nd Neffenger Confirmed
- A TSO’s job is considered similar to an entry-level position. TSOs’ key job requirements include: U.S. Citizenship, minimum of 18 years old, pass a Drug Screening and Medical Evaluation, pass a background investigation including a credit and criminal check, a high school diploma or (GED) credential or at least one year of full-time work experience in the security industry be proficient in the English language. (USA Jobs, 2015) Furthermore, most TSO job positions are part-time. . Although TSOs are some of the most important employees in the TSA, TSO is not likely to lead to significant promotion. TSOs job requires standing for long-hours, dealing with difficult passengers and high stress work. TSOs’ feel underappreciated & less motivated. When unclear performance measures are set in place, it lowers accountability and creates vague measure to set performance incentives. Since the starting salary is already more than twice the minimum wage, there is a lack of monetary incentive to perform better, the work is simple and without change in routine, makes the work “monotonous.” Additionally, TSOs benefits include: “health, dental, vision, life, and long-term care insurance; retirement plan; Thrift Savings Plan [similar to a 401(k)]; Flexible Spending Account; Employee Assistance Program; personal leave days; and paid federal holidays. Other benefits may include: uniform allowance; health and wellness programs; transportation subsidies; and tuition reimbursement” (USA Jobs, 2015).
- Despite the fact TSOs have above average compensation and benefits, Officers feel overworked, stressed, and underappreciated by superiors. Since some employees ‘laze the day away’ and other ‘go home tired’ are treated equally, this reinforced the low morale for work performed, and with little to no chance in promotion. Since the base salary for TSOs is already high compared to other jobs with similar requirements, some employees lack the motivation to work harder. When performance measures are unclear and employees are not held accountable for their performance, this leads to poor links between incentives and performance. “This is the worst of all, they degrade their employees by end of the year bonus based on a point system that isn't accurate. If you got the worst you either got nothing and no movement up the pay scale so you pay stayed the same regardless of new people that made more then a senior officer” (Former Employee in Seattle, Washington State, 2014). While employees feel rewarded by the work they perform, extrinsic rewards are ineffective. TSOs base salary and benefits are above average, but promotions and bonuses are less likely, leading to a decrease in motivation. This system, in which points are used, is unclear to employees, and inadequate in motivating employees to perform.
- Incentives Regular training/ motivation initiatives Gainsharing System That program combines pay for individual job performance with year-end bonuses based on the organization's annual profits. The organization has a generous retirement program (incentives for organizational commitment), guarantees at least 30 hours of full time work per week to employees with at least three years tenure (security as an incentive), and requires employees to work at any assignment at the pay rate for that job and accept overtime work (employees do whatever is needed). Many of the higher performing employees make double or more than the labor market rate for their jobs. Distributive Justice What one person believes is fair may appear unfair to another. This challenge can be addressed by distinguishing distributive justice from procedural justice. The perception that the distribution of assignments, incentives and promotions is fair is called distributive justice. But because what employees tend to think is fair is biased toward valuing their own contributions more, this creates a natural employee bias to believe their organizations are unfair. Procedural justice is the belief that although I may or may not have gotten what I wanted (distribution), I believe that the decision was made fairly (procedures). Manager holds monthly meetings to recognize employees and hear their opinions