Testimony issued by the General Accounting Office with an abstract that begins "The Environmental Protection Agency (EPA) needs comprehensive and accurate data to manage its programs more effectively. In reports going back to 1988, GAO has identified many long-standing problems in the agency's efforts to collect and use environmental data. This report summarizes GAO's findings on: (1) EPA's need to set risk-based priorities for its programs, and (2) develop outcome-oriented measures of its programs' results. EPA's ability to assess risks and establish risk-based priorities has been hampered by data quality problems, including critical data gaps, databases that do not operate compatibly with one another, and persistent concerns about the accuracy of the data in many of EPA's data systems. To ensure future success in developing outcome measures, however, EPA will need to make a long-term commitment to overcome major challenges to obtaining the data needed to show the results of environmental programs."

Testimony issued by the General Accounting Office with an abstract that begins "This testimony discusses the Department of Labor's Office of Workers' Compensation Programs (OWCP). GAO reviewed how OWCP communicates with injured federal workers, agencies who employ these persons, and medical and other service providers who treat them. To evaluate OWCP's system, GAO used criteria suggested by the National Partnership for Reinventing Government (NPR). This report summarizes GAO's findings on NPR's study of private sector practices for providing telephone customer service, which included: (1) setting challenging goals for meeting callers' needs for timely and accurate information; (2) collecting credible performance data to measure progress in attaining those goals; and (3) improving telephone service by using the performance data and results to periodic surveys of customers and stakeholders to determine levels of satisfaction. GAO found that OWCP provided consistent customer service regardless of where injured workers live. GAO made 2,400 telephone calls to OWCP's 12 district offices. To compare OWCP's goals and practices for telephone communication with those of model organizations, GAO surveyed three agencies that have won awards for their telephone communication practices: the Social Security Administration, the Department of Veterans Affairs' Benefits Administration, and Ohio's Bureau of Workers' Compensation."

Testimony issued by the General Accounting Office with an abstract that begins "This testimony focuses on the District of Columbia's progress and challenges in performance management. GAO discusses whether the District: (1) met the 29 performance goals that it scheduled for completion by the end of fiscal year 2000 that Congress chose from the more than 400 performance measures contained in the Mayor's fiscal year 2001 budget request, and (2) provided evidence that the performance data are sufficiently reliable for measuring progress toward goals. Mayor Williams' performance management system contains many--but not all--of the elements used successfully by leading organizations. The District could improve the usefulness of its mandated annual performance plans and reports by ensuring that the District government's most significant performance goals are included in both the annual performance plan and the annual performance report that federal law requires the Mayor to send to Congress every year."