A New Route to Performance Management - A Unique Approach

A Unique Approach

We built PIMS with the right best practices infrastructure to ensure success, and we believe our approach to business intelligence and performance management is effective and unique. We provide a number of services, including biweekly conference calls with all the airports, recurring and ad hoc training (including demonstrations), Web site-based power-user focus groups, monthly conference calls for power-user group forums, feedback capability, monthly customer satisfaction surveys and a Monday-to-Friday help desk.

We also leveraged leading-edge technology to stay focused on the TSA’s mission and goals. Our Web and PDA solutions decrease the amount of time and resources devoted to data collection, providing field users with access to headquarters data that they didn’t have in the past. We also contracted with third parties for some application development, support and maintenance, thereby reducing the overall cost of the initiatives.

In addition, we designed a functional, easy-to-use interface: Because users range from the highest levels of leadership to transportation security officers working in the nation’s airports, we spent three months designing a customized dashboard that presents key performance indicators and is easy to learn and to navigate. The resulting interface is a one-stop shop for senior management that eliminates the intermediate steps involved in drilling into operational data.

We believe PIMS has enhanced the TSA’s performance management capabilities. In the future, it could potentially process additional data feeds and support broader analysis within the TSA, and we look forward to addressing those opportunities.