Embassy New Delhi, India and Constituent Posts - OIG - US ...

Human Resources
SENSITIVE BUT UNCLASSIFIED
Overall, the human resources (HR) section at Embassy New Delhi is providing adequate
services to one of the world’s largest and most complex missions. This assessment is consistent
with the results of the OIG questionnaire and the 2011 ICASS customer survey results.
Nevertheless, the mission management team recognizes the need for improvements that would
increase the section’s efficiency and enhance customer service. A new human resources officer
(HRO) and deputy HRO are providing the guidance and oversight to the section’s LE staff that
was lacking in the past and that prevented the section from achieving excellence in performing
its functions.
Upon arrival, the HRO noted deficiencies in processes and procedures. Basic data such as
arrivals and departures, pending personnel actions, and staffing statistics were not tracked nor
readily accessible. Additionally, the mission was behind schedule in implementing the
Department’s ePerformance system. These deficiencies decreased productivity and the staff’s
ability to provide good customer service and to meet management’s needs for timely and
accurate data, reports, and analyses. In one effort to correct these deficiencies, the HRO and LE
staff worked collaboratively to rationalize the HR employees’ portfolios, which is already
benefiting both the HR staff and customers. The section is implementing new databases and
tracking systems, and there is a renewed emphasis on customer service. In spite of occasional
frustration with timeliness, the HR staff at the consulates general is pleased with the support it
receives from New Delhi.
HR operations at the consulates general are uneven and, with the exception of Consulate
General Chennai, OIG and ICASS survey scores reflect this assessment. Management officers
and LE staff carry out HR duties at the consulates general, but there is no assurance that the
management officers have HR experience, and the proficiency of the LE staff in the HR units
varies. The current management officer at Consulate General Mumbai found an HR function that
had been neglected for 2 years. To improve operations, the Department assigned professional
associates to Consulates General Mumbai and Chennai to assist the management officers in
performing HR functions. These professional associates have no supervisory roles; the LE staff
reports directly to the management officer. The results of this approach are mixed, in large part
because the Professional Associates program does not ensure that participants receive adequate
training in their designated areas of specialization. Further, there is no assurance that the
Department will continue to assign these positions to the consulates general following the
incumbents’ departure.
The mission has repeatedly asked the Department to create direct-hire HR/financial
management positions for Consulates General Mumbai and Chennai. However, the bureau,
following its policy of centralization and consolidation of management support functions, denied
the requests. The HRO and deputy HRO plan to make additional visits to the consulates general
to assess HR operations and determine the training needs of the LE staff. The HR unit at
Consulate General Hyderabad is most in need of assistance due to the newness of the post and
the inexperience of the LE staff in the HR unit. The Hyderabad HR staff expressed appreciation
for the assistance provided by their colleagues in Chennai. In January 2011, the embassy initiated
mission-wide DVCs for HR staff that the consulates general find helpful. Additionally, the
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SENSITIVE BUT UNCLASSIFIED