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ExpectMore.govExpectMore.gov home pageEXPECT FEDERAL PROGRAMS TO PERFORM WELL, AND BETTER EVERY YEAR.
 
Program Assessment

Program

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Center for Talent Services - HR Products and Services for Federal Agencies

The Office of Personnel Management's Center for Talent Services provides federal agencies with human capital products and services on a fee-for-service basis. The products and services, which are based on merit system principles, are designed to build a high-quality workforce and become high-performance organzations.

Rating

What This Rating Means

PERFORMING
Moderately Effective

In general, a program rated Moderately Effective has set ambitious goals and is well-managed. Moderately Effective programs likely need to improve their efficiency or address other problems in the programs' design or management in order to achieve better results.
  • Customer satisfaction exceeds the federal governmentwide index and private-industry comparison. The program (e.g., testing services, staffing solutions, and employee competency assessments) is well managed. Staff are held accountable for cost, schedule, and results; and using performance-based contracts, program staff exercise stringent oversight over contractors.
  • The program monitors financial efficiency and cost-effectiveness. It was established in its current form (funded solely by user fees) in mid-2003. Data indicate that the program is on track to meet its long-term targets, such as recovering its full cost and maintaining retained earnings at a level sufficient only to cover annual business fluctuations and potential shutdown costs.
  • The program uses a number of intermediate (rather than final outcome) measures to assess its impacts on client agencies' workforce quality and organizational performance. Examples are customers' views on CTS contribution to organizational effectiveness or customer satisfaction with the quality of job candidates whom CTS recruited and screened.

Improvement Plan

About Improvement Plans

We are taking the following actions to improve the performance of the program:

  • Developing a 3-year evaluation plan as well as conducting an independent evaluation for the whole business or independent evaluations for different lines of business
  • Refining annual and long-term measures to assess the direct impact (such as pre-and post-service) of the human capital services and products
  • Presenting the program resource needs in a transparent manner in the program's budget -- particularly how indirect costs assessments are developed

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