Using Evaluation to Improve Service Delivery at the U.S. Department of State
Session Number: 2550
Track: Government Evaluation
Session Type: Roundtable
Session Facilitator: Stephanie Cabell [Program Analyst - U.S. Department of State]
First Author or Discussion Group Leader: michael scherger [chief, policy & planning div., bureau of Diplomatic security - u.s. Department of state]
Second Author or Discussion Group Leader: jonathan parks [director, bureau of consular affairs - u.s. department of state]
Time: Nov 11, 2015 (06:15 PM - 07:00 PM)
Room: Jackson Boardroom
Audience Level: Intermediate
The mission of the Department of State is to create a more secure, democratic, and prosperous world for the benefit of the American people and international community. Two of its bureaus, the Bureaus of Diplomatic Security and Consular Affairs, play critical roles in helping the Department meet its mission. One way Diplomatic Security contributes to this mission is by conducting background investigations for security clearances, making suitability determinations, and providing public trust certifications on behalf of the Department and other agencies. Consular Affairs directly touches the lives of Americans as they apply for passports and when they need support services overseas. To make that relationship as satisfying as possible, Consular Affairs overseas the procedures and services provided at 8,500 facilities including post offices, clerks of court, and other locations that accept U.S. citizens' passport applications.
Officials from the Bureaus of Diplomatic Security and Consular Affairs will present two different perspectives on recent performance-related process evaluations that contribute to meeting the Department's mission. Both evaluations used a mixed methods approach to ensure that findings and recommendations address the objectives of the evaluation, enhance customer service, and support the objectives of improved efficiencies and overall progam management. The Department of State uses evaluation results to improve strategic planning, performance management and reporting, determine return on investment, and ultimately achieve greater accountability.
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