Towards TSA 2.0, Part 5 – Customer Service
The American people have little faith in TSA. We need a paradigm shift. “Protect” must become “Protect and Serve.”
Towards TSA 2.0, Part 4 – Outcome-Focused Risk Based Security
Risk-based security measures at TSA have stalled, and we need to get things back on track. One way to do this is to focus on outcomes rather than audits. Is the agency ready for it?
LA Times Snarky Op-Ed on TSA Screening Gets a Snarky Response
A sarcastic op-ed in the LA Times by Jim Tierney critiqued TSA airport screening but failed to offer new solutions–or even an understanding of the issues.
Towards TSA 2.0, Part 3 – Leadership in Innovation
Organizations these days spend a great deal of time trying to determine the best way to become more innovative. So how can we ensure the best possible outcome for the new TSA Innovation Task Force announced by Administrator Neffenger?
Towards TSA 2.0, Part 2 – Time for a Grand Strategy
TSA Administrator Peter Neffenger has challenged his organization to envision the Transportation Security Administration as an “integrated whole.” This will require a grand strategy to ensure that our security capabilities outpace the threats over time.
Towards TSA 2.0, Part 1 – Remove Airport Screening Functions
The last several months have been tough for the flying public, and we have an industry, Congress, and Administration looking to reform aviation security, and it’s time to do some thinking. We have the opportunity to transform our aviation security system in ways that will enhance its efficiency, reliability, and sustainability.
Public Participation in Identity Verification Biometrics Study
Recently, I had the opportunity to participate in an experiment to test biometric technologies in an airport setting for the DHS AEER program . Here’s how it went.
Does Privatizing Airport Security Make Sense from a Customer Service Perspective?
TSA says there is no statistical difference in customer service between federal airport screeners and private contractors. Confirming or rejecting this statement takes data. So all we need to do is compare TSA data with contractor data, right? It’s not that simple, even though it should be.
Data-Driven Screening Accelerates Airport Security
By Max Skalatsky
TSA is looking for ways to improve it’s airport screening processes and throughput. What TSA should do is think of screening in a different way: focus on the bottleneck problem at airports with much better strategic and operational processes.
For TSA and VA, Time is a Valid Performance Measure
Given all of the recent controversies related to operational problems at TSA and the Department of Veterans Affairs, there has been a lot of talk about something that is of intrinsic value and practically unquantifiable—time. Unfortunately, timeliness does not appear to be a metric that TSA and VA use to measure their effectiveness.
