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U.S. ENVIRONMENTAL PROTECTION AGENCY

OFFICE OF INSPECTOR GENERAL

Controls and Oversight 

Needed to Improve 

Administration of EPA’s 

Customer Service Lines 

Report No. 13-P-0432 September 26, 2013 

Scan this mobile 

code to learn more 

about the EPA OIG. 
 

 

Report Contributors: Michael D. Davis 

 Jennifer Hutkoff 

 Yeon Kim 

 Heather Layne 

 Vanessa Rodriguez-Moya 

Abbreviations 

BAC Business Assistance Center 

CSLs Customer Service Lines 

EPA U.S. Environmental Protection Agency 

FTEs Full-Time Equivalents 

FY Fiscal Year 

GAO Government Accountability Office 

GPRA Government Performance and Results Act 

IRIS Integrated Risk Information System 

NLIC National Lead Information Center 

NPCD National Program Chemicals Division 

NRC National Response Center 

OEI Office of Environmental Information 

OIG Office of Inspector General 

SEMS Superfund Enterprise Management System 

SRC Superfund Reporting Cube 

Hotline 

To report fraud, waste, or abuse, contact us through one of the following methods: 

email: OIG_Hotline@epa.gov write: EPA Inspector General Hotline 

phone: 

fax: 

1-888-546-8740 

202-566-2599 

1200 Pennsylvania Avenue, NW 

Mailcode 2431T 

online: http://www.epa.gov/oig/hotline.htm Washington, DC 20460 
 

U.S. Environmental Protection Agency 13-P-0432 

September 26, 2013 Office of Inspector General 

At a Glance 

Why We Did This Review 

The U.S. Environmental 

Protection Agency (EPA), 

Office of Inspector General 

(OIG), sought to determine 

whether the EPA has controls 

in place to ensure that its help 

desks, hotlines and 

clearinghouses are operating 

in an efficient and effective 

manner. Members of the 

public and other interested 

individuals searching the 

EPA’s website for a telephone 

number to call for help with an 

environmental problem can 

find dozens of different help 

desks, hotlines and 

clearinghouses. 

This report addresses the 

following EPA themes: 

 Making a visible difference 

in communities across the 

country. 

 Expanding the conversation 

on environmentalism. 

 Working toward a 

sustainable future. 

For further information, 

contact our public affairs office 

at (202) 566-2391. 

The full report is at: 

www.epa.gov/oig/reports/2013/ 

20130926-13-P-0432.pdf 

Controls and Oversight Needed to Improve 

Administration of EPA’s Customer Service Lines 

What We Found 

The EPA has a variety of resources—including telephone hotlines, Web 

clearinghouses, and other online reference information—which the OIG has 

categorized as customer service lines (CSLs). The EPA’s 41 external CSLs 

reviewed have oversight practices that vary according to the emphasis placed 

on monitoring, evaluating success, and providing accurate information to the 

public. There are no specific EPA or governmentwide guidances or standards 

for operating and managing CSLs. Without guidance or procedures to ensure 

consistent oversight of CSLs, there is limited assurance that the 

approximately $5.7 million of funds used to operate 30 of the CSLs in 

fiscal year 2011 achieved the desired results (cost not available for 11 CSLs). 

CSL information on the agency’s website is incomplete. The agency lacks 

specific guidance regarding the identification, presentation and management 

of CSL information on the Web. As a result, the quality of customer service is 

negatively affected. In addition, the EPA’s regions and program offices do not 

properly identify, present and manage CSL information on the Web; 

therefore, customers using the Internet may not be able to access relevant 

environmental information in a timely manner. 

 Recommendations and Planned Agency Corrective Actions 

We recommend that the EPA’s Deputy Administrator develop agencywide 

guidance for the monitoring and oversight of EPA CSLs, and review external 

CSLs to determine their cost efficiency. We also recommend that the 

Deputy Administrator develop guidance for the identification, presentation and 

management of CSL information on the Internet. 

The EPA agreed with the draft report’s message that the agency needs to 

consider an appropriate policy response to improve the administration of 

CSLs. The agency is seeking input from the assistant, associate and regional 

administrators in order to develop and implement necessary improvements. 

We agree with the agency’s actions; however, milestone dates for the 

development of the policy and improvements of CSLs are needed. As a result, 

the recommendations are unresolved. 

 Noteworthy Achievements 

CSLs in some regions were effectively consolidated. For instance, all of 

Region 2’s citizen complaints are consolidated into its headquarters citizen 

complaint database, regardless of how the complaints were received by the 

region. To combine resources, Region 3 has consolidated its Regional Public 

Information Center into an existing contract that includes the region’s library, 

hotline, legal library and Superfund records room. To avoid the administrative 

burden associated with awarding and managing two contracts instead of one, 

the EPA plans to consolidate the operations of the Toxic Substances Control 

Act Hotline and the “Lead Hotline” of the National Lead Information Center. 
 

 

 

UNITED STATES ENVIRONMENTAL PROTECTION AGENCY 

WASHINGTON, D.C. 20460 

THE INSPECTOR GENERAL 

September 26, 2013 

MEMORANDUM 

SUBJECT:	 Controls and Oversight Needed to Improve 

Administration of EPA’s Customer Service Lines 

 Report No. 13-P-0432 

FROM:	 Arthur A. Elkins Jr. 

TO:	 Bob Perciasepe 

 Deputy Administrator 

This is our report on the subject audit conducted by the Office of Inspector General (OIG) of the 

U.S. Environmental Protection Agency (EPA). This report contains findings that describe the problems 

the OIG has identified and corrective actions the OIG recommends. This report represents the opinion 

of the OIG and does not necessarily represent the final EPA position. Final determinations on matters in 

this report will be made by EPA managers in accordance with established audit-resolution procedures. 

Action Required 

In accordance with EPA Manual 2750, you are required to provide a written response to this report 

within 60 calendar days. You should include planned corrective actions and completion dates for all 

unresolved recommendations. Your response will be posted on the OIG’s public website, along with our 

memorandum commenting on your response. Your response should be provided as an Adobe PDF file 

that complies with the accessibility requirements of Section 508 of the Rehabilitation Act of 1973, as 

amended. The final response should not contain data that you do not want to be released to the public. 

If your response contains such data, you should identify the data for redaction or removal, along with 

corresponding justification. We will post this report to our website at http://www.epa.gov/oig. 

If you or your staff have any questions regarding this report, please contact Richard Eyermann, acting 

assistant inspector general for the Office of Audit, at (202) 566-0565 or eyermann.richard@epa.gov, or 

Michael Davis, director of Efficiency Audits, at (513) 487-2363 or davis.michaeld@epa.gov. 
 

 

 

 

 

 

 

 

    

 

 

 

 

 

 

 

 

Controls and Oversight Needed to Improve 13-P-0432 

Administration of EPA’s Customer Service Lines 

Table of Contents 

Chapters 

1 Introduction ........................................................................................................ 1 

Purpose ...................................................................................................... 1 

Background ................................................................................................. 1 

 Noteworthy Achievements .......................................................................... 1 

 Scope and Methodology ............................................................................. 2 

 Prior Reports .............................................................................................. 3 

2 Agency Administration of Customer Service Lines Lacks Consistency...... 5 

Federal Law, Initiatives and Executive Order Provide Overarching 

 Principles for CSL Management and Operation ..................................... 5 

Inconsistent Administration of CSLs ........................................................... 6 

High Dollar Value Assigned to the Overall Operation of CSLs .................... 10 

Conclusion .................................................................................................. 11 

 Recommendations ..................................................................................... 11 

Agency Comments and OIG Evaluation ............................................... 12 

3 Customer Service Line Information on the Agency’s Website 

 Is Incomplete ..................................................................................... 13 

Federal Initiatives and EPA Policies Encourage Simple and Swift 

 Access to CSL Information ...................................................................... 13 

EPA Is Not Aware of Its Overall CSL Universe .......................................... 14 

Guidance Is Needed for the Identification, Presentation and Management 

of the Agency’s CSL Information on the Web...................................... 15
 

Conclusion.......................................................................................... 16
 

Recommendation ............................................................................... 17
 

Agency Comments and OIG Evaluation ............................................... 17
 

Status of Recommendations and Potential Monetary Benefits.......................... 18
 

Appendices 

A Appendix Glossary of Terms ................................................................. 19 

B-1 Monitoring Y/N – 41 External CSLs.......................................................... 21 

B-2 Monitoring Y/N – 21 External CSLs Operated by Contractors...................... 23 

‐continued-
 

 

 

 

Controls and Oversight Needed to Improve 13-P-0432 

Administration of EPA’s Customer Service Lines 

B-3 Monitoring Y/N – 20 External CSLs Non-Contractor Operated ..................... 24 

C Evaluating Success Y/N – 41 External CSLs ................................................... 25 

D Ensuring Accuracy of Information Y/N – 41 External CSLs........................... 27
 

E-1 Cost Per Inquiry – 41 External CSLs ............................................................... 29
 

E-2 Cost Per Inquiry – 21 CSLs Operated by Contractors ................................... 31 

E-3 Cost Per Inquiry – 20 CSLs Non-Contractor Operated .................................. 32 

E-4 Summary Costs of 21 CSLs Operated by Contractors................................... 33 

E-5 Summary Costs of 20 CSLs Non-Contractor Operated ................................. 33 

F External CSLs Listed on EPA’s National Website ......................................... 34 

G-1 Cost of 18 External CSLs Not Listed on EPA’s National Website ................. 36 

G-2 Two External CSLs Not Readily Available on EPA Regional Websites ....... 37 

H Agency Comments on Draft Report ................................................................. 38 

I Distribution ......................................................................................................... 40 
 

Chapter 1

Introduction 

Purpose 

The U.S. Environmental Protection Agency (EPA), Office of Inspector 

General (OIG), sought to determine whether the EPA has controls in place to 

ensure that its help desks, hotlines and clearinghouses are operating in an 

efficient and effective manner. Members of the public or other interested 

individuals searching the EPA’s website for a telephone number to call for help 

with an environmental problem can find dozens of different help desks, 

hotlines and clearinghouses. 

Background 

The OIG has categorized the EPA’s telephone hotlines, resource information 

provided through clearinghouses on the Web, and other online reference 

information provided to the public as customer service lines (CSLs). Members 

of the public or other interested individuals searching the EPA’s website for 

reference information or a telephone number to call for help with an 

environmental problem can find dozens of different CSLs, ranging from the 

Acid Rain Hotline to the Wetlands Information Hotline, to the EPA’s grants 

and fellowships online information. 

The EPA’s hotlines are operated by employees, contractors, or partner 

agencies. Times of operation vary from 24 hours per day, 7 days per week, to 

only during regular business hours. Stakeholders who call hotlines will get an 

immediate response to their concerns, or they can leave a message. 

Clearinghouses offer information to stakeholders, usually as resource 

information, online information, or as data on specific topics defined by the 

EPA. Clearinghouses are operated by EPA employees and contractors. 

The EPA has also partnered with entities such as the country of Mexico, 

universities, and other federal agencies such as the U.S. Department of 

Transportation to provide environmental information to the public. 

Noteworthy Achievements 

CSLs in some regions were effectively consolidated. For instance, all of 

Region 2’s citizen complaints are consolidated into its headquarters citizen 

complaint database, regardless of how the complaints were received by the 

region. 

13-P-0432 1 
 

 

 

To combine resources, Region 3 has consolidated its Regional Public 

Information Center into an existing contract that includes the region’s library, 

hotline, legal library, and Superfund records room. 

To avoid the administrative overburden inherent in awarding and managing 

two contracts instead of one, in 2013 the EPA plans to consolidate the contract 

operations of the Toxic Substances Control Act Hotline and the “Lead Hotline” 

of the National Lead Information Center (NLIC). Both hotlines will have the 

same management controls, and the same person will oversee both CSLs. 

The two hotlines are currently administered by the same contractor under two 

separate contracts. 

Scope and Methodology 

We conducted this performance audit in accordance with generally accepted 

government auditing standards. Those standards require that we plan and 

perform the audit to obtain sufficient, appropriate evidence to provide a 

reasonable basis for our findings and conclusions based on our review 

objectives. We believe that the evidence obtained provides a reasonable basis 

for our findings and conclusions based on our audit objective. 

We performed the audit from July 2012 through July 2013. We reviewed fiscal 

years (FYs) 2011 and 2012 Federal Managers’ Financial Integrity Act 

Assurance letters from the EPA’s Office of Environmental Information (OEI), 

Office of the Administrator, and Office of the Chief Financial Officer. We 

determined whether those letters identified any weaknesses related to controls 

for managing help desks, hotlines and clearinghouses. The letters did not 

identify any such weaknesses. 

We also reviewed the following laws, memorandums, executive orders, and 

plans to obtain an understanding of the overarching principles that can be 

applied to the management and operation of CSLs: 

 E-Government Act of 2002. 

 Transparency and Open Government, January 2009. 

 FY 2011–FY 2015 EPA Strategic Plan. 

 Presidential Memorandum, Accountable Government Initiative, 

September 2010. 

 Executive Order 13571—Streamlining Service Delivery and Improving 

Customer Service, April 2011. 

	 Executive Office of the President, Memorandum M-11-24, 

Implementing Executive Order 13571 on Streamlining Service Delivery 

and Improving Customer Service, June 2011. 

	 Executive Order 13576—Delivering an Efficient, Effective, and 

Accountable Government, June 2011. 

13-P-0432 2 
 

 

 Government Performance and Results Act (i.e., GPRA Modernization 

Act of 2010). 

 The EPA’s Customer Service Plan, December 2011. 

We reviewed the EPA’s Web Content Types and Review Procedure to better 

understand the governance of the agency’s Web topics, and reviewed the 

EPA’s Contracts Management Manual to obtain an understanding of the 

contract requirements for CSLs. 

We performed the following steps to select samples of CSLs for review, and to 

determine the extent of the EPA’s management of customer service lines: 

 Reviewed and determined the CSLs available to the public on the 

EPA’s website. 

 Obtained a listing of the CSLs under the authority of the EPA regions 

and program offices. 

 Reconciled CSLs on the EPA’s website to ones provided by the regions 

and program offices. 

 Determined the costs of the CSLs that were not listed on the website. 

 Analyzed information provided by the regions and program offices to 

determine whether the agency: 

o	 Monitors CSLs. 

o	 Ensures accuracy of information provided to the public. 

o	 Evaluates the success of CSLs. 

o	 Considers consolidation. 

	 Determined volumes of activity and costs to operate CSLs. We 

calculated the CSL cost per inquiry by dividing annual cost by the 

annual volume, based on the information that the EPA provided for FY 

2011: 

o	 Annual costs of a CSL—most CSL costs were provided by 

fiscal year, but some CSLs simply stated the cost annually. 

o	 Volume unit of inquiries vary (e.g. telephone calls, emails, 

websites access). 

 Interviewed Web content coordinators to determine the cause of data 

inconsistencies. 

	 Interviewed staff responsible for managing CSLs to determine how 

they monitor and evaluate CSLs, and to ensure that accurate 

information is provided to the public. 

Prior Reports 

On November 10, 2009, the OIG issued Project No. 10-P-0027, 

Congressionally Requested Inquiry into EPA’s Response to a Report of a 

Leaking Well in North Carolina and the National Response Center Hotline. 

We reported that EPA’s Region 4 emergency hotline is programmed to forward 

all incoming calls during nonworking hours to the National Response Center 

(NRC) telephone system, which is staffed at all times. Operated by the U.S. 

13-P-0432 3 
 

Coast Guard, the NRC is the sole national point of contact for reporting all oil, 

chemical, radiological, and biological discharges into the environment. The 

OIG found that the NRC received voicemails about the leaking North Carolina 

well, but NRC staff took no actions to inform the EPA about those calls. Our 

findings were presented to the U.S. Department of Homeland Security’s Office 

of Inspector General for action. 

We also reviewed findings from the U.S. Government Accountability Office 

(GAO) through Report No. GAO-06-270, Federal Contact Centers: 

Mechanism for Sharing Metrics and Oversight Practices along with Improved 

Data Needed, February 2006. The report found that mandating specific 

guidance and increased sharing of successful practices for managing contact 

centers may help agencies improve their ability to write and oversee contracts 

for these centers, and avoid needless duplication of effort. 

13-P-0432 4 
 

 

 

Chapter 2

Agency Administration of Customer 

Service Lines Lacks Consistency 

To maximize efficient customer service and achieve outcomes, the EPA needs 

consistent administration of CSLs. The EPA’s 41 external CSLs reviewed have 

oversight practices that vary according to the emphasis placed on monitoring, 

evaluating success, and providing accurate information to the public. When 

CSLs are administered by a contractor, the EPA uses the contract statement of 

work to oversee contractor activities. However, when CSLs are administered 

by EPA staff, there is no specific guidance available for the operating, 

oversight and management of CSLs. 

Federal initiatives such as the 2002 E-Government Strategy and Executive 

Order 13571 provide overarching principles that can be applied to the 

management and operations of CSLs. Without guidance or procedures in place 

to ensure consistent oversight of CSLs, there is limited assurance that the 

approximately $5.7 million of funds used to operate 30 of the CSLs in FY 2011 

achieved the desired results (cost not available for 11 CSLs). 

Federal Law, Initiatives and Executive Order Provide Overarching 

Principles for CSL Management and Operation 

The federal law, initiatives and executive order noted below provide 

overarching principles that can be applied to CSL management and operations. 

The President’s 2002 E-Government Strategy identified a governmentwide 

initiative that addresses the elimination of redundant systems and improving 

the government’s quality of customer service for citizens and businesses. 

Executive Order 13571, Streamlining Service Delivery and Improving 

Customer Service (April 2011), states that the public deserves competent, 

efficient and responsive service from the federal government. In addition, this 

order requires executive departments and agencies to continuously evaluate 

their performance in meeting this standard and work to improve it. 

Specifically, Section 2 of Executive Order 13571 details the following 

requirements: 

	 Section 2 (c) requires agencies to set clear customer service standards 

and expectations, including, where appropriate, performance goals for 

customer service required by the GPRA Modernization Act of 2010 

(Public Law 111-352). 

13-P-0432 5 
 

 

	 Section 2 (d) requires agencies to improve the customer experience by 

adopting proven customer service best practices and coordinating 

across service channels (such as online, and via telephone, in-person, 

and mail services). 

	 Section 2 (e) requires agencies to streamline processes in order to 

reduce costs and accelerate delivery, while reducing the need for 

customer calls and inquiries. 

	 Section 2 (f) requires the identification of ways to use innovative 

technologies to accomplish the customer service activities above; 

thereby lowering costs, decreasing service delivery times, and 

improving the customer experience. 

The GPRA Modernization Act of 2010 has a section that outlines certain 

requirements for agency performance plans. Specifically, Section 3 (b)(6) 

requires that agencies establish a balanced set of performance indicators to be 

used in measuring or assessing progress toward each performance goal; 

including, as appropriate, customer service, efficiency, output, and outcome 

indicators. 

The EPA’s Contracts Management Manual outlines the requirements for 

management of contracts. Section 11.1.4 says the statement of work is the 

central part of the procurement. The statement of work is a written description 

of the contractual requirements for supplies or services that the government 

requires from the contractor. It delineates the tasks, describes essential 

technical needs or requirements that the contractor must fulfill, provides the 

schedule the contractor must meet, sets forth required deliverables, and 

provides the standards that the government will use to determine that the 

requirements have been met. 

Inconsistent Administration of CSLs 

The EPA’s 41 external CSLs reviewed have oversight practices that vary 

according to the emphasis placed on monitoring, evaluating success, and 

providing accurate information to the public. 

Monitoring 

While EPA monitors 34 of 41 CSLs (82.93 percent) (appendix B-1), the 

methods used by contractors and the EPA staff vary widely (table 1; and 

appendices B-2 and B-3). 

13-P-0432 6 
 

 

 

 

 

 

 

 

Table 1: CSLs administered by contractors and EPA staff 

Monitoring of contractor operated CSLs 

No. of 

CSLs 

Being monitored? 

Y/N 

Percentage to 20 

or 21 CSLs 

21 Y 100.00% 

Subtotal 21 - 100.00% 

Monitoring of CSLs by EPA staff

 13 Y 65.00%

 7 N 35.00% 

Subtotal 20 100.00% 

Total 41 

Source: OIG analysis of the EPA’s response to the OIG questionnaire. 

See appendices B-2 and B-3. 

CSLs Operated by Contractors 

The EPA uses contractors to operate 21 out of 41 CSLs and monitors the 

inquiries of those 21 (appendix B-2). When a contractor is involved, the 

monitoring methods used by EPA vary. Monitoring methods include: 

 Customer satisfaction surveys. 

 Monthly reports for tracking and monitoring, statistics and trends, 

deliverable reporting, service-level agreements, and system 

reporting. 

 Metrics for answering and responding to calls. 

Example of the EPA Monitoring a Contractor-Operated CSL 

The agency’s NLIC is administered by a contractor. The purpose of the 

NLIC is to answer the public’s questions about lead poisoning prevention 

and to distribute technical information. The National Program Chemicals 

Division (NPCD) of the Office of Chemical Safety and Pollution 

Prevention monitors the NLIC using the following methods: 

 Contractor’s weekly, monthly and annual reports. 

 Emails between the NPCD’s project officer and the contractor. 

 Anonymous telephone calls from the NPCD to the hotline to test the 

accuracy of information provided by the contractor. 

13-P-0432 7 
 

 

CSLs Operated by EPA Staff 

EPA staff operates 20 of 41 CSLs and uses various methods to monitor 

CSL activities. Examples include: 

 Complaint follow-ups by media enforcement branches.
 

 Call logs. 

 Performance standards of hotline staff.
 

 Tracking systems. 

Example of the EPA Monitoring a Staff-Operated CSL 

Region 3’s Business Assistance Center (BAC) hotline is administered by 

EPA staff. The purpose of the Region 3 BAC is to help small- and mediumsized businesses achieve environmental compliance. Region 3 monitors the 

operation of its BAC through: 

 Hotline staff performance standards.
 

 Volume of calls.
 

 Response time. 

CSLs That Are Not Formally Monitored 

The activities for seven of the 20 CSLs were not formally monitored 

(appendix B-3). 

Evaluating Success 

The EPA did not evaluate the success for 31 (75.61 percent) of the 41 CSLs 

reviewed (appendix C). When the EPA evaluated the success of 10 CSLs, 

varying and limited methods and several different criteria were used, including: 

	 Reports that provide statistics on: 1) value-added telephone calls, 

telephone transfers, email responses, visitors, and publications mailed; 

2) the amount and kind of requests received, when they were received, 

and when a response was provided; and 3) the number of spill 

notifications received. 

	 Tracking follow-up by media enforcement branches to complaints 

received.
 

 Metrics on tracking hotline usage. 

 Analyses of costs, tasks and open tickets. 

 Assistant administrator’s program review and status reports. 

 Surveys to rank user satisfaction, the reference desk, and 

support/customer service. 

13-P-0432 8 
 

 

Example of a CSL for Which the EPA Evaluates Success 

The EPA’s Integrated Risk Information System (IRIS) is a centralized 

repository of information that the public can use to obtain information on 

chemicals in the IRIS database and chemicals currently undergoing IRIS 

assessment. To evaluate the success of the IRIS hotline, reports produced 

on a monthly, quarterly, and fiscal-year basis provide statistics on requests 

received. 

CSLs Not Evaluated for Success 

The EPA does not evaluate the success for 31 CSLs. Comments returned 

from operators of those non-evaluating CSLs provided the following 

feedback about evaluating success: 

 No such analysis or metrics are used. No funding is available. 

 There have been no studies performed to analyze or evaluate the 

management and/or success of the hotline. 

 The success of a hotline call is gauged by anecdotal feedback. 

Providing Accurate Information 

Of the 41 CSLs reviewed, 33 (80.49 percent) monitored the accuracy of 

information provided to the public and stakeholders (appendix D). 

However, the methods used to monitor accuracy vary and include: 

 Analyses and metrics.
 

 Customer responses. 

 Meetings and routine discussions. 

 EPA technical experts. 

 Reports. 

Example of a CSL for Which the EPA Monitors the Accuracy of 

Information Provided 

The purpose of the EPA’s Superfund Enterprise Management System 

(SEMS) Reference Desk is to provide customer support for the applications 

that make up the systems integration project for the Office of Superfund 

Remediation and Technology Innovation. The SEMS Reference Desk also 

provides support for external customers by handling Freedom of 

Information Act requests and information request line inquiries. 

The SEMS Reference Desk follows up with customers to ensure their 

issues or questions have been addressed and to notify them if follow-up retesting is needed. These contacts with customers are also recorded in the 

SEMS User Request System. The Superfund Reporting Cube (SRC) also 

sends out a link to a survey after the SRC completes a customer’s request. 

13-P-0432 9 
 

The survey ranks the accuracy of response and the customer service 

provided by the SRC. 

CSLs for Which the EPA Does Not Monitor the Accuracy 

of Information Provided 

For eight CSLs that did not monitor to ensure the accuracy of information, 

the EPA provided the following responses to the question: “Are there any 

analyses and/or metrics used to ensure information given to customers 

from the help desks, hotlines, and clearinghouses is accurate and that good 

customer service is provided?” 

 There are no analyses and/or metrics used to track the accuracy of 

information. 

 Funding is at the absolute lowest level possible and no resources 

can be spared to generate this information. 

	 We do not send a survey to requestors asking for 

feedback/evaluation of our assistance in obtaining library materials. 

We do get some unsolicited responses thanking us for our help, but 

nothing is prepared or solicited following a routine or structured 

format. 

High Dollar Value Assigned to the Overall Operation of CSLs 

Based on the EPA’s data, the cost to operate 30 of the 41 CSLs in FY 2011 

was approximately $5.7 million (table 2 and appendix E-1). The highest cost 

per inquiry is for CSLs operated by contractors. The lowest cost per inquiry is 

for the CSLs operated by EPA staff (appendices E-2 and E-3). 

The 41 CSLs handle approximately 367,586 inquiries annually. Table 2 shows 

that 38 of the 41 CSLs provided the volume of inquiries handled annually; 

three did not. The CSLs operated by contractors showed a higher volume of 

activity (87.03 percent) (appendix E-4). The CSLs operated by noncontractors showed a lower volume of activity (12.97 percent) (appendix E-5). 

We were unable to determine the costs per inquiry for 13 of the 41 CSLs. For 

eight of the CSLs, the EPA provided only full-time employees and senior 

environmental employees. For two of the CSLs, the EPA provided no cost 

data. For two of the CSLs, the EPA did not provide volume data. For one 

CSL, the EPA provided neither volume nor costs data. The overall operational 

cost of the EPA’s CSLs in FY 2011 would have been higher had all CSL 

operators returned cost information to us. 

13-P-0432 10 
 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Table 2: Costs of CSLs operated by contractors and non-contractors 

Description 

No. of 

CSLs 

Volume 

per year 

FY 2011 

Percentage 

of volume 

FY 2011 cost Percentage 

of cost 

Costs of 21 CSLs operated by contractors 

CSLs provided volume and costs 19 319,901 87.03% $ 4,348,901 75.74% 

CSLs no volume provided 2 Not provided N/A 953,650 16.61%

 Subtotal CSLs operated by 

 contractors 

21 319,901 87.03% 5,302,551 92.35% 

Costs of 20 CSLs non-contractor operated 

CSLs provided volume and costs 9 19,071 5.19% $439,478 7.65% 

CSLs provided SEEs and FTEs, 

not costs 

8 27,698 7.53% Not provided N/A 

CSLs no costs provided 2 916 0.25% Not provided N/A 

CSL provided neither volume 

nor costs 

1 Not provided N/A Not provided N/A 

 Subtotal CSLs operated by

 non-contractors 

20 47,685 12.97% 439,478 7.65% 

Total 41 367,586 100.00% $ 5,742,029 100.00% 

Source: OIG analysis of the EPA’s response to the OIG questionnaire. 

Conclusion 

The EPA is spending approximately $5.7 million to operate 30 of 41 external 

CSLs. Without guidance to ensure the agency has procedures in place to ensure 

consistent administration of CSLs, there is limited assurance that the agency 

wisely spends government funds. 

Recommendations 

We recommend that the Deputy Administrator: 

1.	 Develop agencywide guidance for the monitoring and oversight of the 

agency’s CSLs. 

2.	 Review the EPA’s external CSLs to determine their cost efficiency. 

13-P-0432 11 
 

 

 

Agency Comments and OIG Evaluation 

The EPA agreed with the draft report’s message that the agency needs to 

consider an appropriate policy response to improve the administration of CSLs. 

The agency is seeking input from the assistant, associate and regional 

administrators in order to develop and implement necessary improvements. 

The EPA stated that the administrative policy for CSLs is not a current, 

ongoing function of the Office of the Administrator, and the agency 

acknowledged the OIG for recognizing this and recommending such policy 

now. The agency further stated that consideration of any policy must be 

supported by information, analysis and experiences of the numerous EPA 

offices with direct responsibility for CSLs. Accordingly, the agency sent a 

memorandum to all assistant, associate and regional administrators asking 

them to respond by September 18, 2013, to a request for information to prepare 

an appropriate and informed response to the significant issues raised by the 

OIG. After the information is received, the agency will develop and 

implement the necessary improvements to the EPA’s administration of CSLs 

and their Web presence. 

The OIG agrees with the agency’s actions; however, milestone dates are 

needed for the development of the policy and improvements of CSLs. 

13-P-0432 12 
 

Chapter 3

Customer Service Line Information 

on the Agency’s Website Is Incomplete 

CSL information on the agency’s website is incomplete. Eighteen of the EPA’s 

CSLs with information available to the public were not listed on the agency’s 

“Hotlines and Clearinghouses” (www.epa.gov/epapages/epahome/hotline.htm) 

Web page, which had information on 44 external CSLs. In addition, the agency 

did not provide any information about 18 of 44 of the CSLs listed on the Web 

page. Initiatives such as the 2009 Transparency and Open Government 

presidential memorandum and the EPA’s FY 2011-2015 Strategic Plan provide 

overarching principles that encourage the public’s access to Web-based 

customer service information. 

However, the agency lacks specific guidance regarding the identification, 

presentation and management of CSL information on the Internet. As a result, 

the quality of customer service is negatively affected. The EPA’s regions and 

program offices also do not properly identify, present and manage Web-based 

CSL information to customers; therefore, customers using the Internet may not 

be able to access environmental information in a timely manner. 

Federal Initiatives and EPA Policies Encourage Simple and Swift 

Access to CSL Information 

A number of federal initiatives encourage access to customer service 

information. The January 21, 2009, presidential memorandum entitled 

Transparency and Open Government states: 

Transparency promotes accountability and provides information 

for citizens about what their Government is doing... 

[Government will] take appropriate action, consistent with law 

and policy, to disclose information rapidly in forms that the 

public can readily find and use. Executive departments and 

agencies should harness new technologies to put information 

about their operations and decisions online and readily available 

to the public. 

According to the EPA’s Web Content Types and Review Procedure, the EPA’s 

website is a fundamental communication tool for every agency program and 

region. With the fast-paced growth of the EPA’s website, effective 

management of information is essential. Distinguishing content types and 

identifying appropriate review schedules are critical to keeping the website 

current. Otherwise, website visitors may have difficulty locating information or 

determining what information accurately describes current EPA policy 

decisions and activities. 

13-P-0432 13 
 

According to the EPA’s FY 2011-2015 Strategic Plan cross-cutting strategy— 

“Expanding the conversation on environmentalism”—the EPA will build 

stronger working relationships throughout the country, particularly with tribes, 

communities of color, economically distressed cities and towns, young people, 

and others. To accomplish this strategic plan goal, the EPA will: 

	 Educate and empower individuals, communities, and agency partners in 

decision-making through public access to environmental information 

and data. 

	 Address barriers to improve engagement with historically underrepresented sectors of the nation. 

	 Use traditional and new media to inform and educate the public about 

agency activities and provide opportunities for community feedback. 

	 Encourage citizens to understand the complexities and impacts of 

environmental issues and environmental stewardship, and provide 

avenues and tools that enhance their ability to participate in processes 

that could affect them. 

EPA Is Not Aware of Its Overall CSL Universe 

As of October 2012, the “Hotlines and Clearinghouses” Web page on the 

EPA’s national website contained information on 44 external CSLs. When 

requested, the agency did not provide information regarding 18 (one region and 

17 headquarters program offices and non-EPA offices) of the 44 CSLs listed 

(see appendix F). Since each program office and region is responsible for 

managing its CSLs, the EPA is not aware of its overall CSL universe. The 

EPA’s Web content coordinator explained that the agency most likely did not 

provide the information because the EPA was unable to specifically identify 

certain CSLs as such. The Web content coordinator also said the agency needs 

to take a closer look at all of its website content to specifically identify whether 

the content is actually related to CSLs. For example, the agency might want to 

create commonly understood definitions for hotlines and clearinghouses. 

The agency also provided the OIG with information on 21 other external CSLs 

(12 regions and 9 headquarters program offices) that were not listed on the 

“Hotlines and Clearinghouses” Web page. The agency provided cost 

information for 13 of the 18 external CSLs. In FY 2011, costs for operating 

those 13 CSLs were approximately $835,403 (appendix G-1). 

Other than Region 10, the EPA’s “Hotlines and Clearinghouses” Web page did 

not list regional CSL information. The EPA’s regions assumed that the intent 

of Web page was to list external CSLs that only had a national focus. However, 

no further explanation was provided concerning why Region 10 was on the 

Web page and other regions were not. The agency did provide information that 

showed 12 external CSLs being operated in various regions (table 3). 

13-P-0432 14 
 

Table 3: Regions with external CSLs excluded 

from the national Web page 

Region No. of external CSLs 

Region 1 1 

Region 2 3 

Region 3 4 

Region 6 1 

Region 7 2 

Region 8 1 

Total 12 

Source: Information provided by EPA regions. 

Guidance Is Needed for the Identification, Presentation and 

Management of the Agency’s CSL Information on the Web 

The agency lacks specific guidance regarding the identification, presentation 

and management of CSL information on the Web. Classification of CSLs (such 

as defining hotlines and clearinghouses) is not clear. Access paths to CSLs on 

the EPA’s national and regional Web pages vary. The promotion of regional 

CSLs on the “Hotlines and Clearinghouses” national Web page is also unclear. 

One region stated that the understanding was that putting things on the 

“Hotlines and Clearinghouses” Web page was a national program 

responsibility rather than a regional activity, and that the page appeared to 

focus on addressing national issues instead of regional issues. 

The EPA also lacks a specific Web page content-review structure for CSLs. 

Interview responses varied when asked, “How are things removed from the 

EPA’s ‘Hotlines and Clearinghouses’ Web page?” One agency staff member 

said the program office would remove items upon request. Another staff 

member said the person managing the hotline is entrusted with determining 

whether updates are needed or information should be removed. A third staff 

member said removing content from the website is the responsibility of the 

Web content coordinator. 

In December 2012, the EPA’s national Web infrastructure manager said the 

agency had deleted the link from its home page to the national “Hotlines and 

Clearinghouses” Web page due to the fact that so many of the links on the 

hotline page were broken. Agency staff said data elements from the “Hotlines 

and Clearinghouses” Web page are now available on the agency’s “A–Z 

Index” page. Our search of EPA program office hotline information through 

the “A–Z Index” Web page (http://www.epa.gov/epahome/quickfinder.htm) 

revealed that information on hotlines is not always mentioned on program 

office pages. Of the 10 topic areas reviewed, hotline information was easily 

found on only four of the program office Web pages (table 4). 

13-P-0432 15 
 

 

 

Table 4: Hotline information mentioned on program office Web page 

Topic Yes/No 

1. Acid Rain No 

2. Lead Yes 

3. Radon Yes 

4. Superfund No 

5. Pesticides Yes 

6. Drinking Water Yes 

7. Ambient Monitoring Technology Information Center No 

8. Center for Exposure Assessment Modeling No 

9. Emission Measurement Center No 

10. Energy Star No

 Source: OIG analysis of information on www.epa.gov/epahome/quickfinder.htm. 

As of January 2013, two out of 12 of regional CSLs identified 

by the EPA are not readily available to the public using regional websites 

(appendix G-2). We found that each regional site contains a “Contact Us” link, 

which takes EPA stakeholders to regional CSL contact information. However, 

not every regional website otherwise hosts the same type of information. For 

example, Region 4 contained an easy-to-access directory of Region 4 offices 

and division telephone numbers, in addition to emergency contacts and state 

agency telephone numbers. Other region’s websites only contained the main 

telephone numbers for their respective regions. All regional websites contained 

at least one CSL number readily available to the public. 

Conclusion 

Information currently available on the agency’s website does not reflect 

complete and relevant information concerning CSLs administered by the 

agency. In December 2012, the EPA deleted the “Hotlines and 

Clearinghouses” link from its home page, which made CSL information less 

accessible to the public. The EPA’s Web pages are currently undergoing 

reconstruction. This presents an opportunity to develop and implement a plan 

concerning what CSL information should be available to the public and where 

access to information should be located. Public access to environmental 

information fosters awareness and results, and the EPA should continuously 

work to improve access to this information. 

13-P-0432 16 
 

 

 

Recommendation 

We recommend that the Deputy Administrator: 

3.	 Develop guidance for the identification, presentation and management 

of CSL information on the Web to include, but not be limited to: 

a.	 Providing information to the public that is complete, accurate, readily 

available, and consistent across the EPA’s program offices and 

regions. 

b.	 Clearly defining the terms and categories of various types of CSLs 

available to the public. 

Agency Comments and OIG Evaluation 

The EPA agreed with the draft report’s message that the agency needs to 

consider an appropriate policy response to improve the administration of CSLs. 

The agency is seeking input from the assistant, associate and regional 

administrators in order to develop and implement the necessary improvements. 

The OIG agrees with the agency’s actions; however, milestone dates are needed 

for the development of the policy and improvements of CSLs. 

13-P-0432 17 
 

 

 

 

 

 

 

 

 

 

 

 

 

 

 Status of Recommendations and 

Potential Monetary Benefits 

POTENTIAL MONETARY 

RECOMMENDATIONS BENEFITS (in $000s) 

Rec. 

No. 

Page 

No. Subject Status1 Action Official 

Planned 

Completion 

Date 

Claimed 

Amount 

Agreed-To 

Amount 

1 11 Develop agencywide guidance for the monitoring 

and oversight of the agency’s CSLs. 

U Deputy Administrator 

2 

3 

11 

17 

Review the EPA’s external CSLs to determine their 

cost efficiency. 

Develop guidance for the identification, 

presentation and management of CSL information 

on the Web to include, but not be limited to: 

a. Providing information to the public that is 

complete, accurate, readily available, and 

consistent across the EPA’s program offices 

and regions. 

b. Clearly defining the terms and categories of 

various types of CSLs available to the public. 

U 

U 

Deputy Administrator 

Deputy Administrator 

O = Recommendation is open with agreed-to corrective actions pending.
 

C = Recommendation is closed with all agreed-to actions completed.
 

U = Recommendation is unresolved with resolution efforts in progress.
 

13-P-0432 18

1 
 

 

 

 

 

Appendix A 

Appendix Glossary of Terms 

Abbreviation/ 

Acronym Definition 

ACRES Assessment Cleanup and Redevelopment Exchange System 

AFS Air Facility System 

AIRS Aerometric Information Retrieval System 

AMTIC Ambient Monitoring Technical Information Center 

AQS Air Quality System 

ASBO Asbestos and Small Business Ombudsman 

BAC Business Assistance Center 

BACT Best Available Control Technology 

CATC Clean Air Technology Center 

CEAM Center for Exposure Assessment Modeling 

CHIEF Clearinghouse for Inventories and Emissions Factors 

EFIN Environmental Finance Information Network 

EISC Environmental Information Service Center 

EJ Environmental Justice 

EMC Emissions Measurement Center 

eNOI Electronic Notice of Intent 

EPCRA Emergency Planning and Community Right-to-Know Act 

FTEs Full-Time Equivalents 

GWERIC Ground Water and Ecosystem Restoration Information Center 

HQ Headquarters 

ICIS Integrated Compliance Information System 

IRIS Integrated Risk Information System 

LAER Lowest Achievable Emission Rate 

MICE Methods Information Communication Exchange 

MRWMD Materials Recovery & Waste Management Division 

NCEE National Center for Environmental Economics 

NCEA National Center for Environmental Assessment 

NERL National Exposure Research Laboratory 

NLIC National Lead Information Center 

NSCEP National Service Center for Environmental Publications 

OA Office of the Administrator 

OAQPS Office of Air Quality Planning & Standards 

OAR Office of Air and Radiation 

OCFO Office of the Chief Financial Officer 

OCSPP Office of Chemical Safety and Pollution Prevention 

OECA Office of Compliance and Enforcement 

OPP Office of Pesticide Programs 

OPPT Office of Pollution Prevention and Toxics 

ORCR Office of Resource Conservation and Recovery 

ORD Office of Research and Development 

ORPL Office of the Regional Public Liaison 

OSBP Office of Small Business Programs 

OSRTI Office of Superfund Remediation and Technology Innovation 

OSWER Office of Solid Waste and Emergency Response 

OTAQ Office of Transportation and Air Quality 

PPIC Pollution Prevention Information Clearinghouse 

13-P-0432 19 
 

 

Abbreviation/ 

Acronym Definition 

PAYT Pay-As-You-Throw 

RACT Reasonably Available Control Technology 

RBLC Reasonably Available Control Technology/ Best Available Control Technology/ 

Lowest Achievable Emission Rate Clearinghouse 

RMP Risk Management Program 

SCRAM Support Center for Regulatory Atmospheric Modeling 

SEEs Senior Environmental Employees 

SEMS Superfund Enterprise Management System 

STORET STOrage and RETrieval 

TSCA Toxic Substances Control Act 

TRI Toxics Release Inventory 

13-P-0432 20 
 

 

 

 

 

 

 

 

 

 

 

Appendix B-1 

Monitoring Y/N – 41 External CSLs 

Region/Program office Customer service line Y/N 

Region 3 Customer Service Hotline Y 

Region 2 Office of the Regional Public Liaison (ORPL) Hotline Y 

OSW ER Superfund Enterprise Management System (SEMS) 

Reference Desk 

Y 

OCFO Environmental Finance Information Network (EFIN) Y 

Region 3 Business Assistance Center (BAC) Y 

Region 1 Customer Call Center Y 

Region 3 Regional Public Information Center Y 

OECA Integrated Compliance Information System (ICIS) 

Help Desk 

Y 

Region 2 Citizen Complaint Hotline Y 

OSW ER/OSRTI Superfund, TRI, EPCRA, RMP & Oil Information Center Y 

OAR/OAQPS Support Center for Regulatory Atmospheric Modeling 

(SCRAM) 

Y 

Region 8 Environmental Information Service Center (EISC) Y 

Office of W ater eNOI Help Desk Y 

Region 7 Call Center Y 

Region 6 Prevention and 

Response Branch 

Spill response or hotline Y 

Region 7 24-Hour Spill Line Y 

OSW ER-Office of 

Brownfield’s and Land 

Revitalization 

Assessment Cleanup and Redevelopment Exchange 

System (ACRES) Help Desk 

Y 

OAR/OAQPS Reasonably Available Control Technology (RACT)/Best 

Available Control Technology (BACT)/Lowest Achievable 

Emission Rate (LAER) Clearinghouse 

Y 

OAR/OTAQ SmartWay Help Line Y 

OAR/OAQPS Emissions Measurement Center (EMC) Hotline Y 

Continued on next page 

13-P-0432 21 
 

 

 

 

 

 

 

 

 

 

 

Appendix B-1 

Monitoring Y/N – 41 External CSLs 

Region/Program office Customer service line Y/N 

OCSPP/OPPT National Lead Information Center (NLIC) Y 

OAR Energy Star Hotline Y 

Office of Water Safe Drinking Water Hotline Y 

OCSPP/OPPT Toxic Substances Control Act (TSCA) Hotline Y 

ORD/NCEA Integrated Risk Information System (IRIS) Hotline Y 

OA/OSBP Asbestos and Small Business Ombudsman (ASBO) 

Hotline 

Y 

Office of Water STOrage and RETrieval (STORET) Help Desk Y 

ORD/NERL Center for Exposure Assessment Modeling (CEAM) Y 

OAR Imported Vehicles and Engines Public Help Line Y 

OCSPP/OPPT Pollution Prevention Information Clearinghouse (PPIC) Y 

OECA Environmental Justice Hotline (EJ Hotline) Y 

OAR/OAQPS Clearinghouse for Inventories and Emissions Factors 

(CHIEF) 1/ 

Y 

HQ-OSWER/ORCR/MRWMD Methods Hotline (MICE) Y 

HQ-OCSPP/OPP Endangered Species 

Protection Bulletin 

Y 

Region 3 Superfund Hotline N 

OA/(NCEE) National Center for Environmental Economics, 

Economics Library 

N 

Region 2 Public Affairs Hotline N 

OAR Acid Rain Hotline N 

OAR/OAQPS Clean Air Technology Center (CATC) N 

OAR Stratospheric Ozone Protection Information Hotline N 

OAR/OAQPS Ambient Monitoring Technical Information Center (AMTIC) N 

CSLs being monitored - 34 82.93% 

CSLs not being monitored - 7 17.07% 

Total 100.00% 

1/ On September 6, 2013, the Agency notified us that this CSL no longer existed. 

Source: OIG analysis of the EPA’s response to OIG questionnaire. 

13-P-0432 22 
 

 

 

 

 

 

 

 

 

 

 

Appendix B-2 

Monitoring Y/N – 21 External CSLs 

Operated by Contractors 

Region/Program office Customer service line Monitoring 

Y/N 

ORD/NCEA Integrated Risk Information System (IRIS) 

Hotline 

Y 

OCSPP/OPPT Pollution Prevention Information 

Clearinghouse (PPIC) 

Y 

Office of W ater STOrage and RETrieval (STORET) Help 

Desk 

Y 

OCFO Environmental Finance Information Network 

(EFIN) 

Y 

OSW ER-Office of Brownfield’s and Land 

Revitalization 

Assessment Cleanup and Redevelopment 

Exchange System (ACRES) Help Desk 

Y 

OAR Energy Star Hotline Y 

OCSPP/OPPT Toxic Substances Control Act (TSCA) Hotline Y 

OAR Imported Vehicles and Engines Public 

Help Line 

Y 

OAR/OAQPS Clearinghouse for Inventories and 

Emissions Factors (CHIEF) 1/ 

Y 

Office of W ater Safe Drinking Water Hotline Y 

OCSPP/OPPT National Lead Information Center (NLIC) Y 

ORD/NERL Center for Exposure Assessment Modeling 

(CEAM) 

Y 

Region 3 Customer Service Hotline Y 

Region 7 Call Center Y 

Office of W ater eNOI Help Desk Y 

OSW ER Superfund Enterprise Management System 

(SEMS) Reference Desk 

Y 

OAR/OAQPS Reasonably Available Control Technology 

(RACT)/Best Available Control Technology 

(BACT)/Lowest Achievable Emission Rate 

(LAER) Clearinghouse 

Y 

OAR/OAQPS Support Center for Regulatory Atmospheric 

Modeling (SCRAM) 

Y 

OSWER/OSRTI Superfund, TRI, EPCRA, RMP & Oil 

Information Center 

Y 

HQ-OSWER/ORCR/MRWMD Methods Hotline (MICE) Y 

Region 8 Environmental Information Service Center 

(EISC) 

Y 

CSLs monitored - 21 100.00% 

CSLs not monitored - 0 0.00% 

Total 100.00% 

1/ On September 6, 2013, the Agency notified us that this CSL no longer existed. 

Source: OIG analysis of the EPA’s response to OIG questionnaire. 

13-P-0432 23 
 

 

 

 

 

 

 

 

Appendix B-3 

Monitoring Y/N – 20 External CSLs 

Non-Contractor Operated 

Region/Program office Customer service line Monitoring 

Y/N 

OECA Environmental Justice Hotline (EJ Hotline) Y 

Region 6 Prevention and Response 

Branch 

Spill Response or Hotline Y 

OA/OSBP Asbestos and Small Business Ombudsman 

(ASBO) Hotline 

Y 

Region 7 24-Hour Spill Line Y 

Region 1 Customer Call Center Y 

Region 2 Citizen Complaint Hotline Y 

OECA Integrated Compliance Information System 

(ICIS) Help Desk 

Y 

OAR/OAQPS Emissions Measurement Center (EMC) Hotline Y 

Region 3 Regional Public Information Center Y 

Region 2 Office of the Regional Public Liaison (ORPL) 

Hotline 

Y 

Region 3 Business Assistance Center (BAC) Y 

OAR/OTAQ SmartWay Help Line Y 

HQ-OCSPP/OPP Endangered Species Protection Bulletin 

(Pesticides) Request Line 

Y 

HQ-(NCEE) National Center for Environmental Economics, 

Economics Library 

N 

Region 3 Superfund Hotline N 

Region 2 Public Affairs Hotline N 

OAR/OAQPS Ambient Monitoring Technical Information 

Center (AMTIC) 

N 

OAR/OAQPS Clean Air Technology Center (CATC) N 

OAR Stratospheric Ozone Protection Information 

Hotline 

N 

OAR Acid Rain Hotline N 

CSLs monitored - 13 65.00% 

CSLs not monitored - 7 35.00% 

Total 100.00%

 Source: OIG analysis of the EPA’s response to OIG questionnaire. 

13-P-0432 24 
 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Appendix C 

Evaluating Success Y/N – 41 External CSLs 

Region/Program office Customer service line 

Evaluating 

success 

Y/N 

Region 2 Citizen Complaint Hotline Y 

Region 2 Office of the Regional Public Liaison (ORPL) 

Hotline 

Y 

OSWER/OSRTI Superfund, TRI, EPCRA, RMP & Oil Information 

Center 

Y 

OSW ER Superfund Enterprise Management System 

(SEMS) Reference Desk 

Y 

Region 6 Prevention and Response 

Branch 

Spill Response or Hotline Y 

Region 8 Environmental Information Service Center (EISC) Y 

OCSPP/OPPT Toxic Substances Control Act (TSCA) Hotline Y 

ORD/NCEA Integrated Risk Information System (IRIS) 

Hotline 

Y 

Office of Water STOrage and RETrieval (STORET) Help Desk Y 

OECA Environmental Justice Hotline (EJ Hotline) Y 

Region 1 Customer Call Center N 

Region 3 Superfund Hotline N 

Region 3 Business Assistance Center (BAC) N 

Region 3 Customer Service Hotline N 

Region 3 Regional Public Information Center N 

HQ-(NCEE) National Center for Environmental Economics, 

Economics Library 

N 

OSW ER-Office of Brownfield’s and 

Land Revitalization 

Assessment Cleanup and Redevelopment 

Exchange System (ACRES) Help Desk 

N 

Region 2 Public Affairs Hotline N 

Office of W ater eNOI Help Desk N 

OECA Integrated Compliance Information System (ICIS) 

Help Desk 

N 

Region 7 Call Center N 

Continued on next page 

13-P-0432 25 
 

 

 

 

 

 

 

 

 

 

Appendix C 

Evaluating Success Y/N – 41 External CSLs 

Region/Program office Customer service line 

Evaluating 

success 

Y/N 

Region 7 24-Hour Spill Line N 

OAR/OAQPS Reasonably Available Control Technology 

(RACT)/Best Available Control Technology 

(BACT)/Lowest Achievable Emission Rate (LAER) 

Clearinghouse 

N 

OAR/OAQPS Support Center for Regulatory Atmospheric Modeling 

(SCRAM) 

N 

HQ-OSWER/ORCR/MRWMD Methods Hotline (MICE) N 

HQ-OCSPP/OPP Endangered Species Protection Bulletin (Pesticides) 

Request Line 

N 

ORD/NERL Center for Exposure Assessment Modeling (CEAM) N 

Office of W ater Safe Drinking Water Hotline N 

OCSPP/OPPT National Lead Information Center (NLIC) N 

OCSPP/OPPT Pollution Prevention Information Clearinghouse 

(PPIC) 

N 

OAR Acid Rain Hotline N 

OAR Stratospheric Ozone Protection Information Hotline N 

OAR Energy Star Hotline N 

OA/OSBP Asbestos and Small Business Ombudsman (ASBO) 

Hotline 

N 

OAR/OTAQ SmartWay Help Line N 

OAR/OAQPS Ambient Monitoring Technical Information Center 

(AMTIC) 

N 

OAR/OAQPS Emissions Measurement Center (EMC) Hotline N 

OAR/OAQPS Clean Air Technology Center (CATC) N 

OAR/OAQPS Clearinghouse for Inventories and Emissions Factors 

(CHIEF) 1/ 

N 

OAR Imported Vehicles and Engines Public Help Line N 

OCFO Environmental Finance Information Network (EFIN) N 

CSLs evaluating success - 10 24.39% 

CSLs not evaluating success - 31 75.61% 

Total 100.00% 

1/ On September 6, 2013, the Agency notified us that this CSL no longer existed. 

Source: OIG analysis of the EPA’s response to OIG questionnaire. 

13-P-0432 26 
 

 

 

 

 

 

 

 

 

 

 

Appendix D 

Ensuring Accuracy of Information 

Y/N – 41 External CSLs 

Region/Program office Customer service line 

Ensuring 

information 

accuracy Y/N 

Region 3 Regional Public Information Center Y 

Office of W ater eNOI Help Desk Y 

Region 7 24-Hour Spill Line Y 

Region 8 Environmental Information Service Center 

(EISC) 

Y 

OECA Integrated Compliance Information System 

(ICIS) Help Desk 

Y 

Region 2 Office of the Regional Public Liaison (ORPL) 

Hotline 

Y 

Region 7 Call Center Y 

Region 3 Business Assistance Center (BAC) Y 

Region 2 Citizen Complaint Hotline Y 

Region 6 Prevention and 

Response Branch 

Spill Response or Hotline Y 

Region 3 Customer Service Hotline Y 

OAR/OAQPS Support Center for Regulatory Atmospheric 

Modeling (SCRAM) 

Y 

Region 3 Superfund Hotline: 1-800-553-2509 Y 

OSW ER Superfund Enterprise Management System 

(SEMS) Reference Desk 

Y 

OSW ER-Office of Brownfield’s 

and Land Revitalization 

Assessment Cleanup and Redevelopment 

Exchange System (ACRES) Help Desk 

Y 

OAR Stratospheric Ozone Protection Information 

Hotline 

Y 

HQ-OSWER/ORCR/MRWMD Methods Hotline (MICE) Y 

OECA Environmental Justice Hotline (EJ Hotline) Y 

OCFO Environmental Finance Information Network 

(EFIN) 

Y 

ORD/NERL Center for Exposure Assessment Modeling 

(CEAM) 

Y 

Continued on next page 

13-P-0432 27 
 

 

 

 

 

 

 

 

 

 

 

 

 

 

Appendix D 

Ensuring Accuracy of Information 

Y/N – 41 External CSLs 

Region/Program office Customer service line Ensuring 

information 

accuracy Y/N 

Office of Water STOrage and RETrieval (STORET) Help Desk Y 

OSWER/OSRTI Superfund, TRI, EPCRA, RMP & Oil 

Information Center 

Y 

OAR/OAQPS Clearinghouse for Inventories and Emissions 

 Factors (CHIEF) 1/ 

Y 

OCSPP/OPPT National Lead Information Center (NLIC) Y 

OCSPP/OPPT Pollution Prevention Information Clearinghouse 

(PPIC) 

Y 

OCSPP/OPPT Toxic Substances Control Act (TSCA) Hotline Y 

OAR Imported Vehicles and Engines Public Help Line Y 

OAR/OTAQ SmartWay Help Line Y 

OA/OSBP Asbestos and Small Business Ombudsman 

(ASBO) Hotline 

Y 

Office of Water Safe Drinking Water Hotline Y 

ORD/NCEA Integrated Risk Information System (IRIS) 

Hotline 

Y 

OAR Energy Star Hotline Y 

OAR/OAQPS Emissions Measurement Center (EMC) Hotline Y 

OAR/OAQPS Ambient Monitoring Technical Information 

Center (AMTIC) 

N 

HQ-OCSPP/OPP Endangered Species Protection Bulletin 

(Pesticides) Request Line 

N 

OAR Acid Rain Hotline N 

OAR/OAQPS Clean Air Technology Center (CATC) N 

Region 1 Customer Call Center N 

OAR/OAQPS Reasonably Available Control Technology 

(RACT)/Best Available Control Technology 

(BACT)/Lowest Achievable Emission Rate 

(LAER) Clearinghouse 

N 

Region 2 Public Affairs Hotline N 

OA/(NCEE) National Center for Environmental Economics, 

Economics Library 

N 

CSLs ensuring customer satisfaction - 33 80.49% 

CSLs not ensuring customer satisfaction - 8 19.51% 

Total 100.00% 

1/ On September 6, 2013, the Agency notified us that this CSL no longer existed. 

Source: OIG analysis of the EPA’s response to OIG questionnaire. 

13-P-0432 28 
 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Appendix E-1 

Cost Per Inquiry – 41 External CSLs 

Region/Program 

office 

Customer service line 

Volume 

per year 

Costs1/ Cost per 

inquiry 

FY 2011 

Region 2 Office of the Regional Public 

Liaison (ORPL) Hotline 

676 Not provided Unable to 

calculate 

Region 1 Customer Call Center 3,900 1 FTE Unable to 

calculate 

Region 3 Regional Public Information 

Center 

2,800 1 SEE Unable to 

calculate 

OECA Integrated Compliance 

Information System (ICIS) 

Help Desk 

1,653 1 FTE Unable to 

calculate 

Region 2 Citizen Complaint Hotline 615 .25 FTE Unable to 

calculate 

OSWER/OSRTI Superfund, TRI, EPCRA, RMP & 

Oil Information Center 

Not provided 943,650 Unable to 

calculate 

OAR/OAQPS Support Center for Regulatory 

Atmospheric Modeling (SCRAM) 

Various 

activities 

10,000 Unable to 

calculate 

OAR/OTAQ SmartWay Help Line Not provided Not provided Unable to 

calculate 

OAR Acid Rain Hotline 240 Not provided Unable to 

calculate 

OAR/OAQPS Clean Air Technology Center 

(CATC) 

17,500 EPA staff Unable to 

calculate 

OAR Stratospheric Ozone Protection 

Information Hotline 

840 1 SEE Unable to 

calculate 

OAR/OAQPS Emissions Measurement Center 

(EMC) Hotline 

240 .25 FTE Unable to 

calculate 

OAR/OAQPS Ambient Monitoring Technical 

Information Center (AMTIC) 

150 .25 FTE Unable to 

calculate 

ORD/NCEA Integrated Risk Information 

System (IRIS) Hotline 

495 203,750 $ 411.62 

HQ-(NCEE) National Center for 

Environmental Economics, 

129 32,000 248.06 

OCSPP/OPPT Pollution Prevention Information 

Clearinghouse (PPIC) 

312 73,016 234.03 

Office of W ater STOrage and RETrieval 

(STORET) Help Desk 

1,000 136,225 136.23 

HQ-OSW ER/ORCR/MR 

WMD 

Methods Hotline (MICE) 1,476 126,500 85.70 

OCFO Environmental Finance 

Information Network (EFIN) 

91 6,553 72.01 

OSW ER-Office of 

Brownfield’s & Land 

Revitalization 

Assessment Cleanup and 

Redevelopment Exchange 

System (ACRES) Help Desk 

624 40,000 64.10 

1/ Costs to operate CSLs reported by the agency. The elements of costs included may vary by region or program office 

Continued on next page 

13-P-0432 29 
 

 

 

 

 

 

 

 

 

 

 

 

 

Appendix E-1 

Cost Per Inquiry – 41 External CSLs 

Region/ 

Program office 

Customer service line 

Volume Costs 1/ Cost per 

inquiry 

FY 2011 

OECA Environmental Justice Hotline 

(EJ Hotline) 

960 $ 39,500 $41.15 

OAR Energy Star Hotline 24,277 884,913 36.45 

OCSPP/OPPT Toxic Substances Control Act 

(TSCA) Hotline 

7,484 263,897 35.26 

Region 6 Prevention 

and Response Branch 

Spill Response or Hotline 5,066 138,424 27.32 

OA/OSBP Asbestos and Small Business 

Ombudsman (ASBO) Hotline 

7,200 165,434 22.98 

OAR Imported Vehicles and Engines 

Public Help Line 

4,004 91,629 22.88 

OAR/OAQPS Clearinghouse for Inventories and 

Emissions Factors (CHIEF) 2/ 

760 17,000 22.37 

Region 7 24-Hour Spill Line 3,000 62,942 20.98 

OCSPP/OPPT National Lead Information 

Center (NLIC) 

74,062 1,457,875 19.68 

Office of Water Safe Drinking Water Hotline 18,321 360,444 19.67 

ORD/NERL Center for Exposure 

Assessment Modeling (CEAM) 

9,938 116,000 11.67 

Region 3 Customer Service Hotline 7,560 85,000 11.24 

Region 7 Call Center 16,706 139,812 8.37 

Office of Water Electronic Notice of Intent 

(eNOI) Help Desk 

21,840 142,007 6.50 

OSW ER Superfund Enterprise 

Management System (SEMS) 

Reference Desk 

2,600 14,016 5.39 

HQ-OCSPP/OPP Endangered Species Protection 

Bulletin (Pesticides) Request Line 

50 240 4.80 

Region 8 Environmental Information 

Service Center (EISC) 

39,251 170,264 4.34 

Region 3 Superfund Hotline 150 243 1.62 

Region 3 Business Assistance Center 

(BAC) 

350 258 0.74 

OAR/OAQPS Reasonably Available Control 

Technology (RACT)/Best 

Available Control Technology 

(BACT)/Lowest Achievable 

Emission Rate (LAER) 

Clearinghouse 

89,100 20,000 0.22 

Region 2 Public Affairs Hotline 2,166 437 0.20 

Total 367,586 $ 5,742,029 

1/ Costs to operate CSLs reported by the agency. The elements of costs included may vary by region or program office
 

2/ On September 6, 2013, the Agency notified us that this CSL no longer existed.
 

Source: OIG analysis of the EPA’s response to OIG questionnaire. 

13-P-0432 30 
 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Appendix E-2 

Cost Per Inquiry – 21 CSLs Operated by Contractors 

Region /Program office Customer service line 

Volume 

per year 

Costs 1/ Cost per 

inquiry 

FY 2011 

ORD/NCEA Integrated Risk Information System 

(IRIS) Hotline 495 

$ 203,750 $ 411.62 2/ 

OCSPP/OPPT Pollution Prevention Information 

Clearinghouse (PPIC) 312 

73,016 234.03 

Office of Water STOrage and RETrieval (STORET) 

Help Desk 1,000 

136,225 136.23 

HQOSWER/ORCR/MRWMD Methods Information 

Communication Exchange (MICE) 1,476 

126,500 85.70 

OCFO Environmental Finance Information 

Network (EFIN) 

91 6,553 72.01 

OSWER-Office of 

Brownfields and Land 

Revitalization 

Assessment Cleanup and 

Redevelopment Exchange System 

(ACRES) Help Desk 

624 

40,000 64.10 

OAR Energy Star Hotline 24,277 884,913 36.45 

OCSPP/OPPT Toxic Substances Control Act 

(TSCA) Hotline 7,484 

263,897 35.26 

OAR Imported Vehicles and Engines 

Public Help Line 4,004 

91,629 22.88 

OAR/OAQPS Clearinghouse for Inventories and 

Emissions Factors (CHIEF) 3/ 760 

17,000 22.37 

OCSPP/OPPT National Lead Information Center 

(NLIC) 74,062 

1,457,875 19.68 

Office of Water Safe Drinking Water Hotline 18,321 360,444 19.67 

ORD/NERL Center for Exposure Assessment 

Modeling (CEAM) 9,938 

116,000 11.67 

Region 3 Customer Service Hotline 7,560 85,000 11.24 

Region 7 Call Center 16,706 139,812 8.37 

Office of Water Electronic Notice of Intent (eNOI) 

Help Desk

 21,840 142,007 6.50 

OSWER Superfund Enterprise Management 

System (SEMS) Reference Desk 2,600 

14,016 5.39 

Region 8 Environmental Information Service 

Center (EISC) 39,251 170,264 

 4.34 

OAR/OAQPS Reasonably Available Control 

Technology (RACT)/Best Available 

Control technology (BACT)/Lowest 

Achievable Emission Rate (LAER) 

Clearinghouse 

89,100 

20,000 0.22 

OAR/OAQPS Support Center for Regulatory 

Atmospheric Modeling (SCRAM) 

Not specific 

enough

 10,000 N/A 

OSWER/OSRTI Superfund, TRI, EPCRA, RMP & Oil 

Information Center 

Not provided 943,650 N/A 

Subtotal – 21 external CSLs 

operated by contractors 

319,901 $5,302,551 

1/ Costs to operate CSLs reported by the agency. The elements of costs included may vary by region or program office.
 

2/ On September 6, 2013, the Agency stated that the cost per inquiry of $411.62 is misleading as the CSL cost of $203,750 represents several contractor functions. The 

Agency does not have data that allow it to provide an amount that is attributable specifically to answering inquiries.
 

3/ On September 6, 2013, the Agency notified us that this CSL no longer existed.
 

Source: OIG analysis of the EPA’s response to OIG questionnaire. 

13-P-0432 31 
 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Appendix E-3 

Cost Per Inquiry – 20 CSLs Non-Contractor Operated 

Region/Program 

office 

Customer service line 

Volume per 

year 

Cost1/ Cost per inquiry 

(cost/volume) 

FY 2011 

OA/NCEE National Center for 

Environmental Economics, 

Economics Library 

129 $ 32,000 $ 248.06 

OECA Environmental Justice Hotline 960 39,500 41.15 

R6 Prevention and 

Response Branch 

Spill Response or Hotline 5,066 138,424 27.32 

OA/OSBP Asbestos and Small Business 

Ombudsman (ASBO) Hotline 

7,200 165,434 22.98 

Region 7 24 Hour Spill Line 3,000 62,942 20.98 

HQ-OCSPP/OPP Endangered Species Protection 

Bulletin (Pesticides) Request 

Line 

50 240 4.80 

Region 3 Superfund Hotline 150 243 1.62 

Region 3 Business Assistance Center 

(BAC) 

350 258 0.74 

Region 2 Public Affairs Hotline 2,166 437 0.20 

Region 1 Customer Call Center 3,900 1 FTE N/A 

Region 2 Citizen Complaint Hotline 615 .25 FTE N/A 

OECA ICIS Help Desk 1,653 1 FTE N/A 

OAR/OAQPS Ambient Monitoring Technical 

Information Center (AMTIC) 

150 .25 FTE N/A 

OAR/OAQPS The Emissions Measurement 

Center (EMC) Hotline

 240 .25 FTE N/A 

OAR/OAQPS Clean Air Technology Center 

(CATC)

 17,500 EPA staff N/A 

OAR Stratospheric Ozone Protection 

Information Hotline

 840 1 SEE N/A 

Region 3 Regional Public Information 

Center

 2,800 1 SEE N/A 

Region 2 Office of the Regional Public 

Liaison (ORPL) Hotline 

676 Not provided N/A 

OAR Acid Rain Hotline 240 Not provided N/A 

OAR/OTAQ SmartWay Help Line Not provided Not provided N/A 

Subtotal - 20 CSLs 

non-contractor operated 

47,685 439,478 

Total for 41 externals 367,586 $ 5,742,029 

1/ Costs to operate CSLs reported by the agency. The elements of costs included may vary by region or program office. 

Source: OIG analysis of the EPA’s response to OIG questionnaire. 

13-P-0432 32 
 

 

 

 

 

 

 

 

 

 

Appendix E-4 

Summary Costs of 21 CSLs Operated by Contractors 

Description 

No. of 

CSLs 

Volume 

per year 

FY 2011 

Percentage 

of volume 

FY 2011 

Cost1/ Percentage 

of cost 

CSLs provided volume and costs 19 319,901 87.03% $ 4,348,901 75.74% 

CSLs no volume provided 2 Not provided N/A 953,650 16.61%

 Subtotal CSLs 

 operated by contractors 

21 319,901 87.03% 5,302,551 92.35% 

Source: OIG analysis of the EPA’s response to OIG questionnaire. 

Appendix E-5 

Summary Costs of 20 CSLs Non-Contractor Operated

Description 

No. of 

CSLs 

Volume 

per year 

FY 2011 

Percentage 

of volume 

FY 2011 Cost 

1/ 

Percentage 

of cost 

CSLs provided with volume and 

costs 

9 19,071 5.19% $ 439,478 7.65% 

CSLs provided costs with SEEs 

and FTEs 

8 27,698 7.62% Not provided N/A 

CSLs no cost provided 2 916 0.25% Not provided N/A 

CSL neither volume nor costs 

provided 

1 Not provided N/A Not provided N/A

 Subtotal CSLs 

 non-contractor operated 

20 47,685 12.97% 439,478 7.65% 

Total 41 367,586 100.00% $ 5,742,029 100.00% 

 1/ Costs to operate CSLs reported by the agency. The included elements in costs may vary by region or program office. 

Source: OIG analysis of the EPA’s response to OIG questionnaire. 

13-P-0432 33 
 

 

 

 

Appendix F 

External CSLs Listed on EPA’s 

National Website 

Hotline/clearinghouse 

(per the EPA’s national website) 

Agency provided 

information to the OIG 

1 Acid Rain Hotline Yes 

2 

Aerometric Information Retrieval System (AIRS) - 

Air Quality System (AQS) - No 

3 

Aerometric Information Retrieval System (AIRS) - 

Air Facility System (AFS) Help Line Yes -

4 

Ambient Monitoring Technology Information 

Center Yes -

5 

Asbestos Ombudsman Hotline (part of the Small 

Business Ombudsman) Yes -

6 

Center for Exposure Assessment Modeling 

(CEAM) Help Desk Yes -

7 

Clean Air Technology Center (CATC) Information 

Line; formerly Control Technology Center Yes -

8 

Clearinghouse for Inventories and Emission 

Factors (CHIEF) Help Desk1/ Yes -

9 Compliance Assistance Centers Yes -

10 Emissions Measurement Center (EMC) Yes -

11 

Endangered Species Protection Bulletin 

(Pesticides) Request Line Yes -

12 Energy Star Yes -

13 Environmental Education Clearinghouse - No 

14 

Environmental Finance Information Network 

(EFIN) Yes -

15 Environmental Justice Hotline Yes -

16 EPA Enforcement Economic Models Help Line No 

17 

EPA Imported Vehicles and Engines Public 

Help Line Yes 

18 EPA Test Methods - No 

19 

Ground Water and Ecosystem Restoration 

Information Center (GWERIC) - No 

20 Integrated Risk Information System (IRIS) Hotline Yes -

21 

Local Government Reimbursement Program 

Help Line - No 

22 

Methods Information Communication Exchange 

Service (MICE) Yes 

23 Mexico Border Hotline - No 

 1/ On September 6, 2013, the Agency notified us that this CSL no longer existed. 

Continued on next page 

13-P-0432 34 
 

 

 

 

Appendix F 

External CSLs Listed on EPA’s 

National Website 

Hotline/clearinghouse 

(per the EPA’s national website) 

Agency provided 

information to the OIG 

24 

National Service Center for Environmental 

Publications (NSCEP) (formerly NCEPI) - No 

25 National Lead Information Center Hotline Yes -

26 National Pesticide Information Center - No 

27 National Poison Control Hotline - No 

28 National Radon Hotlines - No 

29 National Small Flows Clearinghouse Hotline - No 

30 Ozone Protection Hotline Yes 

31 Pay-As-You-Throw (PAYT) Help Line No 

32 

Pollution Prevention Information Clearinghouse 

(PPIC) Yes 

33 

Reasonably Available Control Technology/ Best 

Available Control Technology/ Lowest Achievable 

Emission Rate Clearinghouse (RBLC) 

Yes 

34 Safe Drinking Water Hotline Yes 

35 Small Business Ombudsman Hotline - No 

36 SmartWay Program Hotline Yes 

37 Storet Water Quality System Hotline Yes 

38 Superfund Document Center - No 

39 Superfund and EPCRA Call Center Yes 

40 

Toxics Release Inventory - Information Center 

Hotline - No 

41 

Toxics Release Inventory – General Program 

Inquiries - No 

42 Toxic Substances Control Act (TSCA) Hotline Yes -

43 Water Efficiency Clearinghouse: WaterWiser - No 

44 WasteWise Help Line Yes -

Agency provided information 26 

Agency did not provide information 18 

Source: OIG analysis of the EPA’s response to the OIG questionnaire, and information from the “Hotlines and 

Clearinghouses” Web page. 

13-P-0432 35 
 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Appendix G-1 

Cost of 18 External CSLs Not Listed 

on EPA’s National Website 

Region/ Program office Customer service line FY 2011 cost 

Region 2 

Office of the Regional Public 

Liaison Hotline Not provided 

Region 1 Customer Call Center 1 FTE 

Region 3 

Regional Public Information 

Center 

1 SEE 

Office of Enforcement and Compliance 

Assurance (OECA) 

Integrated Compliance Information 

System (ICIS) Help Desk 

1 FTE 

Region 2 Citizen Complaint Hotline .25 FTE 

Region 8 Environmental Information Service 

Center (EISC) 170,264 

Office of Water Electronic Notice of Intent (eNOI) 

Help Desk

 142,007 

Region 7 Call Center 139,812 

Region 6 Prevention and Response Branch 

Spill response or hotline 

138,424 

Region 3 Customer Service Hotline 85,000 

Region 7 24-Hour Spill Line 62,942 

OSWER-Office of Brownfields and Land 

Revitalization 

Assessment Cleanup and 

Redevelopment Exchange System 

(ACRES) Help Desk

 40,000 

OA/NCEE National Center for Environmental 

Economics, Economics Library

 32,000 

OSWER Superfund Enterprise 

Management System Reference 

Desk

 14,016 

OAR/OAQPS Support Center for 

Regulatory Atmospheric Modeling 

(SCRAM)

 10,000 

Region 2 Public Affairs Hotline 437 

Region 3 

Business Assistance Center 

(BAC) 258 

Region 3 Superfund Hotline 243 

Total cost $ 835,403 

Source: Information provided by the regions and headquarters program offices. 

13-P-0432 36 
 

 

 

Appendix G-2 

Two External CSLs Not Readily 

Available on EPA Regional Websites 

Region/Program office Customer service line Costs for FY 2011 

Region 2 

Office of the Regional Public 

Liaison Hotline Not provided 

Region 6 Prevention and Response Branch Spill Response or Hotline 138,424 

Total cost $ 138,424 

Source: Information provided by the regions and headquarters program offices. 

13-P-0432 37 
 

Appendix H 

Agency Comments on Draft Report 

13-P-0432 38 
 

 

13-P-0432 39 
 

Appendix I 

Distribution 

Office of the Administrator 

Deputy Administrator 

Agency Follow-Up Official (the CFO) 

Agency Follow-Up Coordinator 

General Counsel 

Associate Administrator for Congressional and Intergovernmental Relations 

Associate Administrator for External Affairs and Environmental Education 

Assistant Administrator and Chief Information Officer, Office of Environmental Information 

Director, Office of Regional Operations 

Director, Office of Acquisition Management, Office of Administration and Resources Management 

Audit Follow-Up Coordinator, Office of the Administrator 

Audit Follow-Up Coordinator, Office of Environmental Information 

13-P-0432 40