Audit ensures continued validity of the survey instrument by including an item asking how the questionnaire may be improved. Though important, these issues may not involve the most critical areas facing the Department or Treasury bureaus. This measure is calculated by dividing the total staff hours devoted to auditing major Departmental and bureau issues by the total staff hours available for conducting audits. The data is manually maintained through OIG source documents, and is quarterly reviewed to ensure accuracy and validity. The OIG is working to establish an automated management information system to improve data tracking.
Investigations conducts customer satisfaction surveys on an annual basis.
The resulting feedback assists in enhancing work products and services. Currently, surveys are conducted annually with liaison points of contacts in all 12 Treasury bureaus. A survey instrument is used with a 5-point rating scale for each question. The percentage of customer satisfaction is calculated by summing all points received and dividing by the total points possible. In the future, the OIG plans to implement a Quality Assurance Program that would include interviewing bureau heads or their designees at least semiannually regarding Investigations' work products and services.