State/OIG: Sustained Failure of Leadership at the National Passport Center

The National Passport Center is located in Portsmouth, New Hampshire. NPC opened in 1992 and this past November, it processed its 100 millionth passport application. Below excerpted from State/OIG’s report,  Targeted Review of Leadership and Management at the National Passport Center:

Backgrounder: NPC, the largest of 29 passport-processing agencies and twice the size of the next largest, issued 7.4 million passports in FY 2017, or 38 percent of all passports issued by the U.S. Government from October 2016 to September 2017. Located in Portsmouth, New Hampshire, the center was created in 1992, and it grew from 60 employees at its founding to approximately 900 following a 2007 surge in passport demand.

At the time of the inspection, NPC’s staff consisted of a GS-15 Director, 6 GS-14 Assistant Directors, 16 GS-13 Adjudication Managers, and 57 GS-12 Supervisory Passport Specialists who supervised approximately 350 Passport Specialists. Additional staff included Customer Service and Fraud
Prevention employees, Passport Operations Officers, and over 400 contractors who were responsible for passport production and other support services. NPC operates two flexible shifts, which together cover 22 hours per day Monday through Friday. In addition, depending on workload, NPC scheduled overtime shifts on Saturday and Sunday.

Work Environment and CA/PPT Leadership: Senior leaders in CA’s Office of Passport Services (CA/PPT) were aware of concerns regarding NPC’s work environment since at least 2013, when several NPC employees made allegations against NPC leadership. The employees alleged harassment, “bullying,” a lack of trust in leadership, favoritism, abusive behavior to employees, improper hiring procedures, and an overall lack of transparency in the operations of the organization. In response to the allegations, CA/PPT instructed the Director of the Northeast Regional Office, who oversees NPC and other passport agencies, to conduct an internal review of NPC, which he did in January and February 2014. […] To address the internal review’s findings, CA/PPT ordered extensive executive coaching and training for NPC’s Director and senior leaders. The training lasted approximately 2 years and ended in 2016.

How not to solve the problem: OIG also determined that CA/PPT and NPC senior leaders were disengaged and, based on OIG interviews, generally aware of concerns regarding harassment, abuse, and misconduct. During OIG’s review, CA/PPT senior leaders told OIG that they blamed some of the issues at NPC on the fact that employees have known each other for a long time, dismissing the allegations as grudges held from high school and referring to employees as “crusty New Englanders.” CA/PPT’s senior leaders moreover acknowledged inappropriate behavior at NPC, but hoped that “being really busy would solve the problem.”

Being really busy is their hopeful solution? Good lord, who are these people? Are they available to work their magic wand as WH chiefs of staff?

It works! OIG Hotline Complaints: Between February and May 2018, OIG received a series of hotline complaints alleging misconduct, harassment, retaliation, and unfair hiring practices at NPC. […] Hundreds of NPC employees reported to OIG that retaliation, harassment, and “bullying” pervaded the work environment at NPC. OIG found that the reported behavior was widespread and was either condoned or perpetrated by nearly all levels of NPC leadership. Seventeen percent (91) of NPC employees who responded to OIG’s survey reported that they had experienced or observed discrimination and harassment. Of the 156 NPC employees OIG interviewed, 54 (35 percent) stated that they had experienced or observed retaliation, 80 (51 percent) stated that they had experienced or observed harassment, and 61 (39 percent) stated that they had experienced or observed discrimination.

Employees reported to OIG multiple instances of perceived or possible retaliation by Assistant Directors, Adjudication Managers, and other Supervisory Passport Specialists in denying awards, promotions, and special assignments.

Multiple employees reported incidents of sexual and gender-based harassment to OIG, which in some cases, had been ongoing, widely known, and accepted as part of the center’s culture.

Holy Guacamole Alert! NPC’s already problematic workplace environment was exacerbated by the fact that communication was ineffective at all levels within NPC. […] One example of poor communication was the lack of a formal and effective process for explaining and interpreting new guidance with Passport Specialists. When CA/PPT Office of Adjudication (CA/PPT/A) issued new or updated adjudication-specific guidance, its implementation instructions to passport agencies stated that Adjudication Managers must meet with Passport Specialists to discuss the guidance, answer questions, and ensure everyone understands how to implement the new guidance.10 However, NPC’s Adjudication Managers consistently and affirmatively refused to meet with Passport Specialists. 

You read that part above and you think that’s just bonkers. If they’re not meeting regularly to discuss new passport guidance, how would they know if the guidance they have is already outdated?

Security Procedures: In the course of examining the leadership and communication issues described previously, OIG also learned that NPC did not comply with all required Department security procedures. Specifically […] NPC did not follow facility access control measures that govern employee entry and exit, creating an opportunity for individuals without approved access to enter the building.

Admonishment from CA/PPT senior leader and NPC managers: OIG also notes that, after its site visit, a CA/PPT senior leader visited NPC. According to an information memo CA prepared for the Deputy Secretary following the visit, the CA/PPT senior leader communicated  to NPC employees that the Department does not tolerate retaliation. However, OIG subsequently received complaints that CA/PPT senior leaders and NPC managers admonished staff for complaining to and speaking with OIG.

We should note that the OIG report does not include the names of the senior leaders at CA/PPT or the managers at NPC but they’re on LinkedIn, is that right? Please don’t make them lead the Consular Leadership Day festivities next year, hookay?

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State, Local, Tribal/Territorial Govt Employees Traveling Abroad on USG Duties Will Soon Get Official Passports

Posted: 1:40 am EDT
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The Federal Register has published the interim final rule amending passport rules that will allow the State Department to issue an official passport to an official or employee of a state, local, tribal, or territorial government traveling abroad to carry out official duties in support of the U.S. government.

22 CFR 51.3(b) provides that an “official passport” may be issued to: an official or employee of the U.S. government traveling abroad to carry out official duties; spouses and family members of such persons; and, when authorized by the Department of State, U.S. government contractors traveling abroad to carry out official duties on behalf of the U.S. government.

Increasingly, the federal government utilizes officials or employees of state, local, tribal, and territorial governments in support of federal activities, both domestically and overseas, such as the Federal Bureau of Investigation’s Joint Terrorism Task Force. When required to travel internationally in support of such federal activities, these individuals are not currently eligible for official passports. Issuance of an official passport to such individuals signifies to foreign governments that they are carrying out official duties in support of the U.S. government. The activities undertaken by these officials are often of pressing national security, law enforcement, or humanitarian importance and occur with little advance notice. It is in the U.S. government’s interest to provide these individuals the travel documents necessary to allow them to travel in a timely manner.

Under 22 U.S.C. 211a et seq., the Secretary of State has the authority to make rules for the granting and issuance of passports. The Department is amending section 51.3(b) of 22 CFR to authorize issuing official passports to an official or employee of a state, local, tribal, or territorial government traveling abroad to carry out official duties in support of the U.S. government.

The blue tourist passport is the only passport that can be used by U.S. citizens for leisure travel abroad. A no-fee passport looks identical to a tourist passport, but it can only be used for dependents who are traveling with their sponsor to an overseas duty station. Turn to page 26. If there is an amendment in the back of the passport, it is a no-fee passport. No-fee, official and diplomatic passports cannot be used for personal travel.

The blue tourist passport is the only passport that can be used by U.S. citizens for leisure travel abroad. A no-fee passport looks identical to a tourist passport, but it can only be used for dependents who are traveling with their sponsor to an overseas duty station. Turn to page 26. If there is an amendment in the back of the passport, it is a no-fee passport. No-fee, official and diplomatic passports cannot be used for personal travel.          (via army.mil)

Revise paragraph (b) of §51.3 to read as follows:
§51.3 Types of passports.
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(b) Official passport. When authorized by the Department, an official passport may be issued to:

(1) An official or employee of the U.S. government traveling abroad to carry out official duties, and family members of such persons;

(2) A U.S. government contractor traveling abroad to carry out official duties on behalf of the U.S. government; or

(3) An official or employee of a state, local, tribal, or territorial government traveling abroad to carry out official duties in support of the U.S. government.

Click here (pdf) for the current rule.

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U.S. Passport Agency Contractor, Two Others Indicted for Alleged Use of Stolen Passport Information

Posted: 3:57 pm  PDT
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A Grand Jury in the Southern District of Texas indicted three women charged with nine counts of wire fraud, conspiracy to commit wire fraud and aggravated identity theft in connection with the alleged use of U.S. passport information in Houston.  One of the women has been identified by media reports as a contractor working for the State Department. Both the AP and local news say that the Houston and Atlanta passport offices were targeted.

Beginning on or about the year 2010 until on or about March 2, 2015, in the Houston Division of Southern District of Texas and elsewhere,

CHLOE ALYSE MCCLENDON, DOMONIQUE RASHAD THOMAS, A/K/A DOMINIQUE RASHAD THOMAS, A/K/A “TEEN” A/K/A “NIQUE”, and ALICIA LENA MYLES,

defendants herein, did knowingly combine, conspire, confederate, and agree with others known and unknown to the Grand Jury to devise and intend to devise a scheme and artifice to defraud and to obtain money and property by means of false and fraudulent pretenses, representations, and promises, and in execution of said scheme and artifice, transmit or cause to be transmitted by means of wire in interstate commerce, writings, signs, signals, pictures and sounds for the purpose of executing said scheme or artifice to defraud in Violation of Title 18, United States Code, Section 1343.

According to charging documents, the accused were alleged to have done the following: 1) obtain personal identifying information (PII) of others from the Department of State, Passport Administration; 2) transmit the stolen PII to and from each other, 3) use the stolen PII to create counterfeit identification documents, 4) recruit accomplices to assume the stolen identities and use the counterfeit documents to obtain commercial lines of credit and to purchase iPhones, iPads, and other electronic merchandise, 5) cause commercial entities to transmit the stolen PII to assist in the establishment of commercial lines of credit.

An AP report citing authorities identifies McClendon as the contract employee for the State Department passport office.  A quick social media search indicates that the accused is a Senior Customer Service Tech for a federal contractor.

Initial appearance hearing for Chloe Alyse McClendon and Domonique Rashad Thomas was set for today, 5/7/2015 at 02:00 PM before Magistrate Judge Frances H. Stacy.  Prosecutors told the AP that Alicia Myles remains a fugitive but Click2Houston reports that all three appeared before the judge on Thursday afternoon and were released on bond. Clip below from click2houston.com:

[protected-iframe id=”6e0c6a0342004e5f43d1f807d51d4bad-31973045-31356973″ info=”http://www.kaltura.com/index.php/kwidget/wid/0_4o1waznh/uiconf_id/12411302″ width=”450″ height=”345″]

Click here if you are unable to view the embedded video.

The case is  USA v. McClendon et. al. criminal case #: 4:15-cr-00233-1.

This looks related to our recent post: Bringing Cellphones to Work Ends For Federal Employees in 22 Domestic Passport Offices.

In related news, the Passport Office will reportedly start banning cell phone usage for PPT in SA-17.  We’re told that the apparent hold up is due to storage facilities for cellphones outside the  workspace.  Our source says he/she  can’t see how they will let the rest of SA-17 bring cell phones in, since they look at the same PII information, like  passsport applications. Keep us posted.

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