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

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system, described earlier in this report, is a good tool that can be adopted mission-wide to
facilitate this effort.
Recommendation 46: Embassy New Delhi should implement a mission-wide training program
based on priorities and a determination of the most cost-effective options available. (Action:
Embassy New Delhi)
General Services Office Operations
GSO operations in India provide a broad range of essential services in the context of a
weak infrastructure and a difficult operating environment. The recent rapid increase in mission
staff and families further complicates this task, as this growth has outpaced increases in ICASS
support staff and their ability to provide the required levels of service. Thus, after years of
lagging, the overall GSO operation is adequately staffed, with a mix of U.S. direct-hire and EFM
employees to provide the full range of support services for the large embassy community. A
cadre of competent LE staff in first-line supervisory positions supports the American staff and
provides both continuity and experience. Further mission growth, however, could diminish the
unit’s ability to meet customer service standards.
Despite the difficult operating environment in New Delhi, the GSO earned relatively
positive marks in recent ICASS Service Center and OIG customer satisfaction evaluations.
OIG’s survey rated overall management of GSO operations and most individual subunits
somewhat above the average ratings for other posts. Exceptions included travel services, which
ranked slightly below average, and the housing program, which rated considerably lower than
the aggregate scores for the other recently inspected embassies. The 2011 ICASS customer
satisfaction survey scores reflected a similar pattern, with most of the GSO operations ranking at
or slightly above the bureau and worldwide averages.
Consulate General Mumbai’s GSO section is quite different in its composition and
customer survey outcomes. The difficult operating environment in Mumbai and the pending
relocation to the new consulate compound require a solid general services operation, but
understaffing in terms of number and experience of American officers has been and will be a
hindrance. Two U.S. direct-hire general services officer positions are authorized for Mumbai: an
FS-03 general services officer and an FS-04 assistant general services officer. At the time of this
inspection, however, only the FS-04 position was occupied by a first-tour officer, who also was
serving as the facilities manager during a 2-year gap in that position. The FS-03 position was not
only vacant but was not included on the current open assignments list.
Although the FS-04 officer is enthusiastic and willing to tackle difficult tasks, expecting
him to manage the workload of three officers is unfair to both the officer and the consulate
general. While the 2011 ICASS customer satisfaction survey results for many GSO functions
were at or above average, the OIG survey score for overall management of GSO operations
indicates that the mission community is not satisfied with the quality of support. The FS-03
officer is needed to assist in the delivery of GSO services, as well as to ensure that the ELO
receives appropriate mentoring and professional guidance from an experienced officer.
Recommendation 47: The Bureau of South and Central Asian Affairs, in coordination with the
Bureau of Human Resources and Embassy New Delhi, should assign an experienced general
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