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U.S. ENVIRONMENTAL PROTECTION AGENCY
OFFICE OF INSPECTOR GENERAL
Controls and Oversight
Needed to Improve
Administration of EPA's
Customer Service Lines
Report No. 13-P-0432
September 26, 2013
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about the EPA OIG.

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Report Contributors:
Michael D. Davis
Jennifer Hutkoff
Yeon Kim
Heather Layne
Vanessa Rodriguez-Moya
Abbreviations
BAC
Business Assistance Center
CSLs
Customer Service Lines
EPA
U.S. Environmental Protection Agency
FTEs
Full-Time Equivalents
FY
Fiscal Year
GAO
Government Accountability Office
GPRA
Government Performance and Results Act
IRIS
Integrated Risk Information System
NLIC
National Lead Information Center
NPCD
National Program Chemicals Division
NRC
National Response Center
OEI
Office of Environmental Information
OIG
Office of Inspector General
SEMS
Superfund Enterprise Management System
SRC
Superfund Reporting Cube
Hotline
To report fraud, waste, or abuse, contact us through one of the following methods:
email: OIG Hotline@epa.gov	write: EPA Inspector General Hotline
phone: 1-888-546-8740	1200 Pennsylvania Avenue, NW
fax:	202-566-2599	Mailcode 2431T
online:
http://www.epa.gov/oiq/hotline.htm
Washington, DC 20460

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*. U.S. Environmental Protection Agency	13-P-0432
Office of Inspector General	September 26,2013
/ fn
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^ At a Glance
Why We Did This Review
The U.S. Environmental
Protection Agency (EPA),
Office of Inspector General
(OIG), sought to determine
whether the EPA has controls
in place to ensure that its help
desks, hotlines and
clearinghouses are operating
in an efficient and effective
manner. Members of the
public and other interested
individuals searching the
EPA's website for a telephone
number to call for help with an
environmental problem can
find dozens of different help
desks, hotlines and
clearinghouses.
This report addresses the
following EPA themes:
•	Making a visible difference
in communities across the
country.
•	Expanding the conversation
on environmentalism.
•	Working toward a
sustainable future.
For further information,
contact our public affairs office
at (202) 566-2391.
The full report is at:
www.epa.gov/oig/reports/2013/
20130926-13-P-0432.pdf
Controls and Oversight Needed to Improve
Administration of EPA's Customer Service Lines
What We Found
The EPA has a variety of resources—including telephone hotlines, Web
clearinghouses, and other online reference information—which the OIG has
categorized as customer service lines (CSLs). The EPA's 41 external CSLs
reviewed have oversight practices that vary according to the emphasis placed
on monitoring, evaluating success, and providing accurate information to the
public. There are no specific EPA orgovernmentwide guidances or standards
for operating and managing CSLs. Without guidance or procedures to ensure
consistent oversight of CSLs, there is limited assurance that the
approximately $5.7 million of funds used to operate 30 of the CSLs in
fiscal year 2011 achieved the desired results (cost not available for 11 CSLs).
CSL information on the agency's website is incomplete. The agency lacks
specific guidance regarding the identification, presentation and management
of CSL information on the Web. As a result, the quality of customer service is
negatively affected. In addition, the EPA's regions and program offices do not
properly identify, present and manage CSL information on the Web;
therefore, customers using the Internet may not be able to access relevant
environmental information in a timely manner.
Recommendations and Planned Agency Corrective Actions
We recommend that the EPA's Deputy Administrator develop agencywide
guidance for the monitoring and oversight of EPA CSLs, and review external
CSLs to determine their cost efficiency. We also recommend that the
Deputy Administrator develop guidance for the identification, presentation and
management of CSL information on the Internet.
The EPA agreed with the draft report's message that the agency needs to
consider an appropriate policy response to improve the administration of
CSLs. The agency is seeking input from the assistant, associate and regional
administrators in order to develop and implement necessary improvements.
We agree with the agency's actions; however, milestone dates for the
development of the policy and improvements of CSLs are needed. As a result,
the recommendations are unresolved.
Noteworthy Achievements
CSLs in some regions were effectively consolidated. For instance, all of
Region 2's citizen complaints are consolidated into its headquarters citizen
complaint database, regardless of how the complaints were received by the
region. To combine resources, Region 3 has consolidated its Regional Public
Information Center into an existing contract that includes the region's library,
hotline, legal library and Superfund records room. To avoid the administrative
burden associated with awarding and managing two contracts instead of one,
the EPA plans to consolidate the operations of the Toxic Substances Control
Act Hotline and the "Lead Hotline" of the National Lead Information Center.

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UNITED STATES ENVIRONMENTAL PROTECTION AGENCY
WASHINGTON, D.C. 20460
THE INSPECTOR GENERAL
September 26, 2013
MEMORANDUM
SUBJECT: Controls and Oversight Needed to Improve
Administration of EPA's Customer Service Lines
Report No. 13-P-0432
FROM: Arthur A. Elkins Jr.
TO:
Bob Perciasepe
Deputy Administrator
This is our report on the subject audit conducted by the Office of Inspector General (OIG) of the
U.S. Environmental Protection Agency (EPA). This report contains findings that describe the problems
the OIG has identified and corrective actions the OIG recommends. This report represents the opinion
of the OIG and does not necessarily represent the final EPA position. Final determinations on matters in
this report will be made by EPA managers in accordance with established audit-resolution procedures.
Action Required
In accordance with EPA Manual 2750, you are required to provide a written response to this report
within 60 calendar days. You should include planned corrective actions and completion dates for all
unresolved recommendations. Your response will be posted on the OIG's public website, along with our
memorandum commenting on your response. Your response should be provided as an Adobe PDF file
that complies with the accessibility requirements of Section 508 of the Rehabilitation Act of 1973, as
amended. The final response should not contain data that you do not want to be released to the public.
If your response contains such data, you should identify the data for redaction or removal, along with
corresponding justification. We will post this report to our website at http://www.epa.gov/oig.
If you or your staff have any questions regarding this report, please contact Richard Eyermann, acting
assistant inspector general for the Office of Audit, at (202) 566-0565 or evermann.richard@epa.gov. or
Michael Davis, director of Efficiency Audits, at (513) 487-2363 or davis.michaeld@epa.gov.

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Controls and Oversight Needed to Improve
Administration of EPA's Customer Service Lines
13-P-0432
	Table of Contents
Chapters
1	Introduction		1
Purpose		1
Background		1
Noteworthy Achievements		1
Scope and Methodology		2
Prior Reports 		3
2	Agency Administration of Customer Service Lines Lacks Consistency		5
Federal Law, Initiatives and Executive Order Provide Overarching
Principles for CSL Management and Operation		5
Inconsistent Administration of CSLs		6
High Dollar Value Assigned to the Overall Operation of CSLs		10
Conclusion		11
Recommendations 		11
Agency Comments and OIG Evaluation 		12
3	Customer Service Line Information on the Agency's Website
Is Incomplete		13
Federal Initiatives and EPA Policies Encourage Simple and Swift
Access to CSL Information		13
EPA Is Not Aware of Its Overall CSL Universe 		14
Guidance Is Needed for the Identification, Presentation and Management
of the Agency's CSL Information on the Web		15
Conclusion		16
Recommendation 		17
Agency Comments and OIG Evaluation 		17
Status of Recommendations and Potential Monetary Benefits		18
Appendices
A Appendix Glossary of Terms	 19
B-1 Monitoring Y/N - 41 External CSLs	 21
B-2 Monitoring Y/N - 21 External CSLs Operated by Contractors	 23
-continued-

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Controls and Oversight Needed to Improve
Administration of EPA's Customer Service Lines
13-P-0432
B-3	Monitoring Y/N - 20 External CSLs Non-Contractor Operated 		24
C	Evaluating Success Y/N - 41 External CSLs		25
D	Ensuring Accuracy of Information Y/N - 41 External CSLs		27
E-1	Cost Per Inquiry - 41 External CSLs 		29
E-2	Cost Per Inquiry - 21 CSLs Operated by Contractors		31
E-3	Cost Per Inquiry - 20 CSLs Non-Contractor Operated		32
E-4	Summary Costs of 21 CSLs Operated by Contractors		33
E-5	Summary Costs of 20 CSLs Non-Contractor Operated 		33
F	External CSLs Listed on EPA's National Website 		34
G-1	Cost of 18 External CSLs Not Listed on EPA's National Website		36
G-2	Two External CSLs Not Readily Available on EPA Regional Websites 		37
H	Agency Comments on Draft Report		38
I	Distribution		40

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Chapter 1
Introduction
Purpose
The U.S. Environmental Protection Agency (EPA), Office of Inspector
General (OIG), sought to determine whether the EPA has controls in place to
ensure that its help desks, hotlines and clearinghouses are operating in an
efficient and effective manner. Members of the public or other interested
individuals searching the EPA's website for a telephone number to call for help
with an environmental problem can find dozens of different help desks,
hotlines and clearinghouses.
Background
The OIG has categorized the EPA's telephone hotlines, resource information
provided through clearinghouses on the Web, and other online reference
information provided to the public as customer service lines (CSLs). Members
of the public or other interested individuals searching the EPA's website for
reference information or a telephone number to call for help with an
environmental problem can find dozens of different CSLs, ranging from the
Acid Rain Hotline to the Wetlands Information Hotline, to the EPA's grants
and fellowships online information.
The EPA's hotlines are operated by employees, contractors, or partner
agencies. Times of operation vary from 24 hours per day, 7 days per week, to
only during regular business hours. Stakeholders who call hotlines will get an
immediate response to their concerns, or they can leave a message.
Clearinghouses offer information to stakeholders, usually as resource
information, online information, or as data on specific topics defined by the
EPA. Clearinghouses are operated by EPA employees and contractors.
The EPA has also partnered with entities such as the country of Mexico,
universities, and other federal agencies such as the U.S. Department of
Transportation to provide environmental information to the public.
Noteworthy Achievements
CSLs in some regions were effectively consolidated. For instance, all of
Region 2's citizen complaints are consolidated into its headquarters citizen
complaint database, regardless of how the complaints were received by the
region.
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To combine resources, Region 3 has consolidated its Regional Public
Information Center into an existing contract that includes the region's library,
hotline, legal library, and Superfund records room.
To avoid the administrative overburden inherent in awarding and managing
two contracts instead of one, in 2013 the EPA plans to consolidate the contract
operations of the Toxic Substances Control Act Hotline and the "Lead Hotline"
of the National Lead Information Center (NLIC). Both hotlines will have the
same management controls, and the same person will oversee both CSLs.
The two hotlines are currently administered by the same contractor under two
separate contracts.
Scope and Methodology
We conducted this performance audit in accordance with generally accepted
government auditing standards. Those standards require that we plan and
perform the audit to obtain sufficient, appropriate evidence to provide a
reasonable basis for our findings and conclusions based on our review
objectives. We believe that the evidence obtained provides a reasonable basis
for our findings and conclusions based on our audit objective.
We performed the audit from July 2012 through July 2013. We reviewed fiscal
years (FYs) 2011 and 2012 Federal Managers' Financial Integrity Act
Assurance letters from the EPA's Office of Environmental Information (OEI),
Office of the Administrator, and Office of the Chief Financial Officer. We
determined whether those letters identified any weaknesses related to controls
for managing help desks, hotlines and clearinghouses. The letters did not
identify any such weaknesses.
We also reviewed the following laws, memorandums, executive orders, and
plans to obtain an understanding of the overarching principles that can be
applied to the management and operation of CSLs:
•	E-Government Act of 2002.
•	Transparency and Open Government, January 2009.
•	FY 2011-FY 2015 EPA Strategic Plan.
•	Presidential Memorandum, Accountable Government Initiative,
September 2010.
•	Executive Order 13571 —Streamlining Service Delivery and Improving
Customer Service, April 2011.
•	Executive Office of the President, Memorandum M-l 1-24,
Implementing Executive Order 13571 on Streamlining Service Delivery
and Improving Customer Service, June 2011.
•	Executive Order 13576—Delivering an Efficient, Effective, and
Accountable Government, June 2011.
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•	Government Performance and Results Act (i.e., GPRA Modernization
Act of 2010).
•	The EPA's Customer Service Plan, December 2011.
We reviewed the EPA's Web Content Types and Review Procedure to better
understand the governance of the agency's Web topics, and reviewed the
EPA's Contracts Management Manual to obtain an understanding of the
contract requirements for CSLs.
We performed the following steps to select samples of CSLs for review, and to
determine the extent of the EPA's management of customer service lines:
•	Reviewed and determined the CSLs available to the public on the
EPA's website.
•	Obtained a listing of the CSLs under the authority of the EPA regions
and program offices.
•	Reconciled CSLs on the EPA's website to ones provided by the regions
and program offices.
•	Determined the costs of the CSLs that were not listed on the website.
•	Analyzed information provided by the regions and program offices to
determine whether the agency:
o Monitors CSLs.
o Ensures accuracy of information provided to the public,
o Evaluates the success of CSLs.
o Considers consolidation.
•	Determined volumes of activity and costs to operate CSLs. We
calculated the CSL cost per inquiry by dividing annual cost by the
annual volume, based on the information that the EPA provided for FY
2011:
o Annual costs of a CSL—most CSL costs were provided by
fiscal year, but some CSLs simply stated the cost annually,
o Volume unit of inquiries vary (e.g. telephone calls, emails,
websites access).
•	Interviewed Web content coordinators to determine the cause of data
inconsistencies.
•	Interviewed staff responsible for managing CSLs to determine how
they monitor and evaluate CSLs, and to ensure that accurate
information is provided to the public.
Prior Reports
On November 10, 2009, the OIG issued Project No. 10-P-0027,
Congressionally Requested Inquiry into EPA 's Response to a Report of a
Leaking Well in North Carolina and the National Response Center Hotline.
We reported that EPA's Region 4 emergency hotline is programmed to forward
all incoming calls during nonworking hours to the National Response Center
(NRC) telephone system, which is staffed at all times. Operated by the U.S.
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Coast Guard, the NRC is the sole national point of contact for reporting all oil,
chemical, radiological, and biological discharges into the environment. The
OIG found that the NRC received voicemails about the leaking North Carolina
well, but NRC staff took no actions to inform the EPA about those calls. Our
findings were presented to the U.S. Department of Homeland Security's Office
of Inspector General for action.
We also reviewed findings from the U.S. Government Accountability Office
(GAO) through Report No. GAO-06-270, Federal Contact Centers:
Mechanism for Sharing Metrics and Oversight Practices along with Improved
Data Needed, February 2006. The report found that mandating specific
guidance and increased sharing of successful practices for managing contact
centers may help agencies improve their ability to write and oversee contracts
for these centers, and avoid needless duplication of effort.
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Chapter 2
Agency Administration of Customer
Service Lines Lacks Consistency
To maximize efficient customer service and achieve outcomes, the EPA needs
consistent administration of CSLs. The EPA's 41 external CSLs reviewed have
oversight practices that vary according to the emphasis placed on monitoring,
evaluating success, and providing accurate information to the public. When
CSLs are administered by a contractor, the EPA uses the contract statement of
work to oversee contractor activities. However, when CSLs are administered
by EPA staff, there is no specific guidance available for the operating,
oversight and management of CSLs.
Federal initiatives such as the 2002 E-Government Strategy and Executive
Order 13571 provide overarching principles that can be applied to the
management and operations of CSLs. Without guidance or procedures in place
to ensure consistent oversight of CSLs, there is limited assurance that the
approximately $5.7 million of funds used to operate 30 of the CSLs in FY 2011
achieved the desired results (cost not available for 11 CSLs).
Federal Law, Initiatives and Executive Order Provide Overarching
Principles for CSL Management and Operation
The federal law, initiatives and executive order noted below provide
overarching principles that can be applied to CSL management and operations.
The President's 2002 E-Government Strategy identified a governmentwide
initiative that addresses the elimination of redundant systems and improving
the government's quality of customer service for citizens and businesses.
Executive Order 13571, Streamlining Service Delivery and Improving
Customer Service (April 2011), states that the public deserves competent,
efficient and responsive service from the federal government. In addition, this
order requires executive departments and agencies to continuously evaluate
their performance in meeting this standard and work to improve it.
Specifically, Section 2 of Executive Order 13571 details the following
requirements:
• Section 2 (c) requires agencies to set clear customer service standards
and expectations, including, where appropriate, performance goals for
customer service required by the GPRA Modernization Act of 2010
(Public Law 111-352).
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•	Section 2 (d) requires agencies to improve the customer experience by
adopting proven customer service best practices and coordinating
across service channels (such as online, and via telephone, in-person,
and mail services).
•	Section 2 (e) requires agencies to streamline processes in order to
reduce costs and accelerate delivery, while reducing the need for
customer calls and inquiries.
•	Section 2 (f) requires the identification of ways to use innovative
technologies to accomplish the customer service activities above;
thereby lowering costs, decreasing service delivery times, and
improving the customer experience.
The GPRA Modernization Act of 2010 has a section that outlines certain
requirements for agency performance plans. Specifically, Section 3 (b)(6)
requires that agencies establish a balanced set of performance indicators to be
used in measuring or assessing progress toward each performance goal;
including, as appropriate, customer service, efficiency, output, and outcome
indicators.
The EPA's Contracts Management Manual outlines the requirements for
management of contracts. Section 11.1.4 says the statement of work is the
central part of the procurement. The statement of work is a written description
of the contractual requirements for supplies or services that the government
requires from the contractor. It delineates the tasks, describes essential
technical needs or requirements that the contractor must fulfill, provides the
schedule the contractor must meet, sets forth required deliverables, and
provides the standards that the government will use to determine that the
requirements have been met.
Inconsistent Administration of CSLs
The EPA's 41 external CSLs reviewed have oversight practices that vary
according to the emphasis placed on monitoring, evaluating success, and
providing accurate information to the public.
Monitoring
While EPA monitors 34 of 41 CSLs (82.93 percent) (appendix B-l), the
methods used by contractors and the EPA staff vary widely (table 1; and
appendices B-2 and B-3).
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Table 1: CSLs administered by contractors and EPA staff
Monitoring of contractor operated CSLs

No. of
CSLs
Being monitored?
YIN
Percentage to 20
or 21 CSLs

21
Y
100.00%
Subtotal
21
-
100.00%
Monitoring of CSLs by EPA staff

13
Y
65.00%

7
N
35.00%
Subtotal
20

100.00%
Total
41


Source: OIG analysis of the EPA's response to the OIG questionnaire.
See appendices B-2 and B-3.
CSLs Operated by Contractors
The EPA uses contractors to operate 21 out of 41 CSLs and monitors the
inquiries of those 21 (appendix B-2). When a contractor is involved, the
monitoring methods used by EPA vary. Monitoring methods include:
•	Customer satisfaction surveys.
•	Monthly reports for tracking and monitoring, statistics and trends,
deliverable reporting, service-level agreements, and system
reporting.
•	Metrics for answering and responding to calls.
Example of the EPA Monitoring a Contractor-Operated CSL
The agency's NLIC is administered by a contractor. The purpose of the
NLIC is to answer the public's questions about lead poisoning prevention
and to distribute technical information. The National Program Chemicals
Division (NPCD) of the Office of Chemical Safety and Pollution
Prevention monitors the NLIC using the following methods:
•	Contractor's weekly, monthly and annual reports.
•	Emails between the NPCD's project officer and the contractor.
•	Anonymous telephone calls from the NPCD to the hotline to test the
accuracy of information provided by the contractor.
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CSLs Operated by EPA Staff
EPA staff operates 20 of 41 CSLs and uses various methods to monitor
CSL activities. Examples include:
•	Complaint follow-ups by media enforcement branches.
•	Call logs.
•	Performance standards of hotline staff.
•	Tracking systems.
Example of the EPA Monitoring a Staff-Operated CSL
Region 3's Business Assistance Center (BAC) hotline is administered by
EPA staff. The purpose of the Region 3 BAC is to help small- and medium-
sized businesses achieve environmental compliance. Region 3 monitors the
operation of its BAC through:
•	Hotline staff performance standards.
•	Volume of calls.
•	Response time.
CSLs That Are Not Formally Monitored
The activities for seven of the 20 CSLs were not formally monitored
(appendix B-3).
Evaluating Success
The EPA did not evaluate the success for 31 (75.61 percent) of the 41 CSLs
reviewed (appendix C). When the EPA evaluated the success of 10 CSLs,
varying and limited methods and several different criteria were used, including:
•	Reports that provide statistics on: 1) value-added telephone calls,
telephone transfers, email responses, visitors, and publications mailed;
2) the amount and kind of requests received, when they were received,
and when a response was provided; and 3) the number of spill
notifications received.
•	Tracking follow-up by media enforcement branches to complaints
received.
•	Metrics on tracking hotline usage.
•	Analyses of costs, tasks and open tickets.
•	Assistant administrator's program review and status reports.
•	Surveys to rank user satisfaction, the reference desk, and
support/customer service.
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Example of a CSL for Which the EPA Evaluates Success
The EPA's Integrated Risk Information System (IRIS) is a centralized
repository of information that the public can use to obtain information on
chemicals in the IRIS database and chemicals currently undergoing IRIS
assessment. To evaluate the success of the IRIS hotline, reports produced
on a monthly, quarterly, and fiscal-year basis provide statistics on requests
received.
CSLs Not Evaluated for Success
The EPA does not evaluate the success for 31 CSLs. Comments returned
from operators of those non-evaluating CSLs provided the following
feedback about evaluating success:
•	No such analysis or metrics are used. No funding is available.
•	There have been no studies performed to analyze or evaluate the
management and/or success of the hotline.
•	The success of a hotline call is gauged by anecdotal feedback.
Providing Accurate Information
Of the 41 CSLs reviewed, 33 (80.49 percent) monitored the accuracy of
information provided to the public and stakeholders (appendix D).
However, the methods used to monitor accuracy vary and include:
•	Analyses and metrics.
•	Customer responses.
•	Meetings and routine discussions.
•	EPA technical experts.
•	Reports.
Example of a CSL for Which the EPA Monitors the Accuracy of
Information Provided
The purpose of the EPA's Superfund Enterprise Management System
(SEMS) Reference Desk is to provide customer support for the applications
that make up the systems integration project for the Office of Superfund
Remediation and Technology Innovation. The SEMS Reference Desk also
provides support for external customers by handling Freedom of
Information Act requests and information request line inquiries.
The SEMS Reference Desk follows up with customers to ensure their
issues or questions have been addressed and to notify them if follow-up re-
testing is needed. These contacts with customers are also recorded in the
SEMS User Request System. The Superfund Reporting Cube (SRC) also
sends out a link to a survey after the SRC completes a customer's request.
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The survey ranks the accuracy of response and the customer service
provided by the SRC.
CSLs for Which the EPA Does Not Monitor the Accuracy
of Information Provided
For eight CSLs that did not monitor to ensure the accuracy of information,
the EPA provided the following responses to the question: "Are there any
analyses and/or metrics used to ensure information given to customers
from the help desks, hotlines, and clearinghouses is accurate and that good
customer service is provided? "
•	There are no analyses and/or metrics used to track the accuracy of
information.
•	Funding is at the absolute lowest level possible and no resources
can be spared to generate this information.
•	We do not send a survey to requestors asking for
feedback/evaluation of our assistance in obtaining library materials.
We do get some unsolicited responses thanking us for our help, but
nothing is prepared or solicited following a routine or structured
format.
High Dollar Value Assigned to the Overall Operation of CSLs
Based on the EPA's data, the cost to operate 30 of the 41 CSLs in FY 2011
was approximately $5.7 million (table 2 and appendix E-l). The highest cost
per inquiry is for CSLs operated by contractors. The lowest cost per inquiry is
for the CSLs operated by EPA staff (appendices E-2 and E-3).
The 41 CSLs handle approximately 367,586 inquiries annually. Table 2 shows
that 38 of the 41 CSLs provided the volume of inquiries handled annually;
three did not. The CSLs operated by contractors showed a higher volume of
activity (87.03 percent) (appendix E-4). The CSLs operated by non-
contractors showed a lower volume of activity (12.97 percent) (appendix E-5).
We were unable to determine the costs per inquiry for 13 of the 41 CSLs. For
eight of the CSLs, the EPA provided only full-time employees and senior
environmental employees. For two of the CSLs, the EPA provided no cost
data. For two of the CSLs, the EPA did not provide volume data. For one
CSL, the EPA provided neither volume nor costs data. The overall operational
cost of the EPA's CSLs in FY 2011 would have been higher had all CSL
operators returned cost information to us.
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Table 2: Costs of CSLs operated by contractors and non-contractors
Description
No. of
CSLs
Volume
per year
FY 2011
Percentage
of volume
FY 2011 cost
Percentage
of cost
Costs of 21 CSLs operated by contractors
CSLs provided volume and costs
19
319,901
87.03%
$4,348,901
75.74%
CSLs no volume provided
2
Not provided
N/A
953,650
16.61%
Subtotal CSLs operated by
contractors
21
319,901
87.03%
5,302,551
92.35%
Costs of 20 CSLs non-contractor operated
CSLs provided volume and costs
9
19,071
5.19%
$439,478
7.65%
CSLs provided SEEs and FTEs,
not costs
8
27,698
7.53%
Not provided
N/A
CSLs no costs provided
2
916
0.25%
Not provided
N/A
CSL provided neither volume
nor costs
1
Not provided
N/A
Not provided
N/A
Subtotal CSLs operated by
non-contractors
20
47,685
12.97%
439,478
7.65%
Total
41
367,586
100.00%
$ 5,742,029
100.00%
Source: OIG analysis of the EPA's response to the OIG questionnaire.
Conclusion
The EPA is spending approximately $5.7 million to operate 30 of 41 external
CSLs. Without guidance to ensure the agency has procedures in place to ensure
consistent administration of CSLs, there is limited assurance that the agency
wisely spends government funds.
Recommendations
We recommend that the Deputy Administrator:
1.	Develop agencywide guidance for the monitoring and oversight of the
agency's CSLs.
2.	Review the EPA's external CSLs to determine their cost efficiency.
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Agency Comments and OIG Evaluation
The EPA agreed with the draft report's message that the agency needs to
consider an appropriate policy response to improve the administration of CSLs.
The agency is seeking input from the assistant, associate and regional
administrators in order to develop and implement necessary improvements.
The EPA stated that the administrative policy for CSLs is not a current,
ongoing function of the Office of the Administrator, and the agency
acknowledged the OIG for recognizing this and recommending such policy
now. The agency further stated that consideration of any policy must be
supported by information, analysis and experiences of the numerous EPA
offices with direct responsibility for CSLs. Accordingly, the agency sent a
memorandum to all assistant, associate and regional administrators asking
them to respond by September 18, 2013, to a request for information to prepare
an appropriate and informed response to the significant issues raised by the
OIG. After the information is received, the agency will develop and
implement the necessary improvements to the EPA's administration of CSLs
and their Web presence.
The OIG agrees with the agency's actions; however, milestone dates are
needed for the development of the policy and improvements of CSLs.
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Chapter 3
Customer Service Line Information
on the Agency's Website Is Incomplete
CSL information on the agency's website is incomplete. Eighteen of the EPA's
CSLs with information available to the public were not listed on the agency's
"Hotlines and Clearinghouses" (www.epa.gov/epapages/epahome/hotline.htm)
Web page, which had information on 44 external CSLs. In addition, the agency
did not provide any information about 18 of 44 of the CSLs listed on the Web
page. Initiatives such as the 2009 Transparency and Open Government
presidential memorandum and the EPA's FY2011-2015 Strategic Plan provide
overarching principles that encourage the public's access to Web-based
customer service information.
However, the agency lacks specific guidance regarding the identification,
presentation and management of CSL information on the Internet. As a result,
the quality of customer service is negatively affected. The EPA's regions and
program offices also do not properly identify, present and manage Web-based
CSL information to customers; therefore, customers using the Internet may not
be able to access environmental information in a timely manner.
Federal Initiatives and EPA Policies Encourage Simple and Swift
Access to CSL Information
A number of federal initiatives encourage access to customer service
information. The January 21, 2009, presidential memorandum entitled
Transparency and Open Government states:
Transparency promotes accountability and provides information
for citizens about what their Government is doing...
[Government will] take appropriate action, consistent with law
and policy, to disclose information rapidly in forms that the
public can readily find and use. Executive departments and
agencies should harness new technologies to put information
about their operations and decisions online and readily available
to the public.
According to the EPA's Web Content Types and Review Procedure, the EPA's
website is a fundamental communication tool for every agency program and
region. With the fast-paced growth of the EPA's website, effective
management of information is essential. Distinguishing content types and
identifying appropriate review schedules are critical to keeping the website
current. Otherwise, website visitors may have difficulty locating information or
determining what information accurately describes current EPA policy
decisions and activities.
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According to the EPA's b'Y 2011-2015 Strategic Plan cross-cutting strategy—
"Expanding the conversation on environmental!sm"—the EPA will build
stronger working relationships throughout the country, particularly with tribes,
communities of color, economically distressed cities and towns, young people,
and others. To accomplish this strategic plan goal, the EPA will:
•	Educate and empower individuals, communities, and agency partners in
decision-making through public access to environmental information
and data.
•	Address barriers to improve engagement with historically under-
represented sectors of the nation.
•	Use traditional and new media to inform and educate the public about
agency activities and provide opportunities for community feedback.
•	Encourage citizens to understand the complexities and impacts of
environmental issues and environmental stewardship, and provide
avenues and tools that enhance their ability to participate in processes
that could affect them.
EPA Is Not Aware of Its Overall CSL Universe
As of October 2012, the "Hotlines and Clearinghouses" Web page on the
EPA's national website contained information on 44 external CSLs. When
requested, the agency did not provide information regarding 18 (one region and
17 headquarters program offices and non-EPA offices) of the 44 CSLs listed
(see appendix F). Since each program office and region is responsible for
managing its CSLs, the EPA is not aware of its overall CSL universe. The
EPA's Web content coordinator explained that the agency most likely did not
provide the information because the EPA was unable to specifically identify
certain CSLs as such. The Web content coordinator also said the agency needs
to take a closer look at all of its website content to specifically identify whether
the content is actually related to CSLs. For example, the agency might want to
create commonly understood definitions for hotlines and clearinghouses.
The agency also provided the OIG with information on 21 other external CSLs
(12 regions and 9 headquarters program offices) that were not listed on the
"Hotlines and Clearinghouses" Web page. The agency provided cost
information for 13 of the 18 external CSLs. In FY 2011, costs for operating
those 13 CSLs were approximately $835,403 (appendix G-l).
Other than Region 10, the EPA's "Hotlines and Clearinghouses" Web page did
not list regional CSL information. The EPA's regions assumed that the intent
of Web page was to list external CSLs that only had a national focus. However,
no further explanation was provided concerning why Region 10 was on the
Web page and other regions were not. The agency did provide information that
showed 12 external CSLs being operated in various regions (table 3).
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Table 3: Regions with external CSLs excluded
from the national Web page
Region
No. of external CSLs
Region 1
1
Region 2
3
Region 3
4
Region 6
1
Region 7
2
Region 8
1
Total
12
Source: Information provided by EPA regions.
Guidance Is Needed for the Identification, Presentation and
Management of the Agency's CSL Information on the Web
The agency lacks specific guidance regarding the identification, presentation
and management of CSL information on the Web. Classification of CSLs (such
as defining hotlines and clearinghouses) is not clear. Access paths to CSLs on
the EPA's national and regional Web pages vary. The promotion of regional
CSLs on the "Hotlines and Clearinghouses" national Web page is also unclear.
One region stated that the understanding was that putting things on the
"Hotlines and Clearinghouses" Web page was a national program
responsibility rather than a regional activity, and that the page appeared to
focus on addressing national issues instead of regional issues.
The EPA also lacks a specific Web page content-review structure for CSLs.
Interview responses varied when asked, "How are things removed from the
EPA's 'Hotlines and Clearinghouses' Web page?" One agency staff member
said the program office would remove items upon request. Another staff
member said the person managing the hotline is entrusted with determining
whether updates are needed or information should be removed. A third staff
member said removing content from the website is the responsibility of the
Web content coordinator.
In December 2012, the EPA's national Web infrastructure manager said the
agency had deleted the link from its home page to the national "Hotlines and
Clearinghouses" Web page due to the fact that so many of the links on the
hotline page were broken. Agency staff said data elements from the "Hotlines
and Clearinghouses" Web page are now available on the agency's "A-Z
Index" page. Our search of EPA program office hotline information through
the "A-Z Index" Web page (http://www.epa.gov/epahome/quickfinder.htm)
revealed that information on hotlines is not always mentioned on program
office pages. Of the 10 topic areas reviewed, hotline information was easily
found on only four of the program office Web pages (table 4).
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Table 4: Hotline information mentioned on program office Web page
Topic
Yes/No
1. Acid Rain
No
2. Lead
Yes
3. Radon
Yes
4. Superfund
No
5. Pesticides
Yes
6. Drinking Water
Yes
7. Ambient Monitoring Technology Information Center
No
8. Center for Exposure Assessment Modeling
No
9. Emission Measurement Center
No
10. Energy Star
No
Source: OIG analysis of information on vwvw.epa.gov/epahome/quickfinder.htm.
As of January 2013, two out of 12 of regional CSLs identified
by the EPA are not readily available to the public using regional websites
(appendix G-2). We found that each regional site contains a "Contact Us" link,
which takes EPA stakeholders to regional CSL contact information. However,
not every regional website otherwise hosts the same type of information. For
example, Region 4 contained an easy-to-access directory of Region 4 offices
and division telephone numbers, in addition to emergency contacts and state
agency telephone numbers. Other region's websites only contained the main
telephone numbers for their respective regions. All regional websites contained
at least one CSL number readily available to the public.
Conclusion
Information currently available on the agency's website does not reflect
complete and relevant information concerning CSLs administered by the
agency. In December 2012, the EPA deleted the "Hotlines and
Clearinghouses" link from its home page, which made CSL information less
accessible to the public. The EPA's Web pages are currently undergoing
reconstruction. This presents an opportunity to develop and implement a plan
concerning what CSL information should be available to the public and where
access to information should be located. Public access to environmental
information fosters awareness and results, and the EPA should continuously
work to improve access to this information.
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Recommendation
We recommend that the Deputy Administrator:
3. Develop guidance for the identification, presentation and management
of CSL information on the Web to include, but not be limited to:
a.	Providing information to the public that is complete, accurate, readily
available, and consistent across the EPA's program offices and
regions.
b.	Clearly defining the terms and categories of various types of CSLs
available to the public.
Agency Comments and OIG Evaluation
The EPA agreed with the draft report's message that the agency needs to
consider an appropriate policy response to improve the administration of CSLs.
The agency is seeking input from the assistant, associate and regional
administrators in order to develop and implement the necessary improvements.
The OIG agrees with the agency's actions; however, milestone dates are needed
for the development of the policy and improvements of CSLs.
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Status of Recommendations and
Potential Monetary Benefits
RECOMMENDATIONS
POTENTIAL MONETARY
BENEFITS (In $000s)
Rec.
No.
Page
No.
Subject
Status1
Action Official
Planned
Completion
Date
1	11 Develop agencywide guidance for the monitoring
and oversight of the agency's CSLs.
2	11 Review the EPA's external CSLs to determine their
cost efficiency.
3	17 Develop guidance for the identification,
presentation and management of CSL information
on the Web to include, but not be limited to:
a.	Providing information to the public that is
complete, accurate, readily available, and
consistent across the EPA's program offices
and regions.
b.	Clearly defining the terms and categories of
various types of CSLs available to the public.
Deputy Administrator
Deputy Administrator
Deputy Administrator
Claimed
Amount
Ag reed-To
Amount
1 0 = Recommendation is open with agreed-to corrective actions pending.
C = Recommendation is closed with all agreed-to actions completed.
U = Recommendation is unresolved with resolution efforts in progress.
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Appendix A
Appendix Glossary of Terms
Abbreviation/

Acronym
Definition
ACRES
Assessment Cleanup and Redevelopment Exchange System
AFS
Air Facility System
AIRS
Aerometric Information Retrieval System
AMTIC
Ambient Monitoring Technical Information Center
AQS
Air Quality System
ASBO
Asbestos and Small Business Ombudsman
BAC
Business Assistance Center
BACT
Best Available Control Technology
CATC
Clean Air Technology Center
CEAM
Center for Exposure Assessment Modeling
CHIEF
Clearinghouse for Inventories and Emissions Factors
EFIN
Environmental Finance Information Network
EISC
Environmental Information Service Center
EJ
Environmental Justice
EMC
Emissions Measurement Center
eNOI
Electronic Notice of Intent
EPCRA
Emergency Planning and Community Right-to-Know Act
FTEs
Full-Time Equivalents
GWERIC
Ground Water and Ecosystem Restoration Information Center
HQ
Headquarters
ICIS
Integrated Compliance Information System
IRIS
Integrated Risk Information System
LAER
Lowest Achievable Emission Rate
MICE
Methods Information Communication Exchange
MRWMD
Materials Recovery & Waste Management Division
NCEE
National Center for Environmental Economics
NCEA
National Center for Environmental Assessment
NERL
National Exposure Research Laboratory
NLIC
National Lead Information Center
NSCEP
National Service Center for Environmental Publications
OA
Office of the Administrator
OAQPS
Office of Air Quality Planning & Standards
OAR
Office of Air and Radiation
OCFO
Office of the Chief Financial Officer
OCSPP
Office of Chemical Safety and Pollution Prevention
OECA
Office of Compliance and Enforcement
OPP
Office of Pesticide Programs
OPPT
Office of Pollution Prevention and Toxics
ORCR
Office of Resource Conservation and Recovery
ORD
Office of Research and Development
ORPL
Office of the Regional Public Liaison
OSBP
Office of Small Business Programs
OSRTI
Office of Superfund Remediation and Technology Innovation
OSWER
Office of Solid Waste and Emergency Response
OTAQ
Office of Transportation and Air Quality
PPIC
Pollution Prevention Information Clearinghouse
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Abbreviation/

Acronym
Definition
PAYT
Pay-As-You-Throw
RACT
Reasonably Available Control Technology
RBLC
Reasonably Available Control Technology/ Best Available Control Technology/
Lowest Achievable Emission Rate Clearinghouse
RMP
Risk Management Program
SCRAM
Support Center for Regulatory Atmospheric Modeling
SEEs
Senior Environmental Employees
SEMS
Superfund Enterprise Management System
STORET
STOrage and RETrieval
TSCA
Toxic Substances Control Act
TRI
Toxics Release Inventory
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Appendix B-1
Monitoring Y/N -41 External CSLs
Region/Program office
Customer service line
Y/N
Region 3
Customer Service Hotline
Y
Region 2
Office of the Regional Public Liaison (ORPL) Hotline
Y
OSWER
Superfund Enterprise Management System (SEMS)
Reference Desk
Y
OCFO
Environmental Finance Information Network (EFIN)
Y
Region 3
Business Assistance Center (BAC)
Y
Region 1
Customer Call Center
Y
Region 3
Regional Public Information Center
Y
OECA
Integrated Compliance Information System (ICIS)
Help Desk
Y
Region 2
Citizen Complaint Hotline
Y
OSWER/OSRTI
Superfund, TRI, EPCRA, RMP & Oil Information Center
Y
OAR/OAQPS
Support Center for Regulatory Atmospheric Modeling
(SCRAM)
Y
Region 8
Environmental Information Service Center (EISC)
Y
Office of Water
eNOI Help Desk
Y
Region 7
Call Center
Y
Region 6 Prevention and
Response Branch
Spill response or hotline
Y
Region 7
24-Hour Spill Line
Y
OSWER-Office of
Brownfield's and Land
Revitalization
Assessment Cleanup and Redevelopment Exchange
System (ACRES) Help Desk
Y
OAR/OAQPS
Reasonably Available Control Technology (RACT)/Best
Available Control Technology (BACT)/Lowest Achievable
Emission Rate (LAER) Clearinghouse
Y
OAR/OTAQ
SmartWay Help Line
Y
OAR/OAQPS
Emissions Measurement Center (EMC) Hotline
Y
Continued on next page
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Appendix B-1
Monitoring Y/N -41 External CSLs
Region/Program office
Customer service line
Y/N
OCSPP/OPPT
National Lead Information Center (NLIC)
Y
OAR
Energy Star Hotline
Y
Office of Water
Safe Drinking Water Hotline
Y
OCSPP/OPPT
Toxic Substances Control Act (TSCA) Hotline
Y
ORD/NCEA
Integrated Risk Information System (IRIS) Hotline
Y
OA/OSBP
Asbestos and Small Business Ombudsman (ASBO)
Hotline
Y
Office of Water
STOrage and RETrieval (STORET) Help Desk
Y
ORD/NERL
Center for Exposure Assessment Modeling (CEAM)
Y
OAR
Imported Vehicles and Engines Public Help Line
Y
OCSPP/OPPT
Pollution Prevention Information Clearinghouse (PPIC)
Y
OECA
Environmental Justice Hotline (EJ Hotline)
Y
OAR/OAQPS
Clearinghouse for Inventories and Emissions Factors
(CHIEF)1/
Y
HQ-OSWER/ORCR/MRWMD
Methods Hotline (MICE)
Y
HQ-OCSPP/OPP
Endangered Species
Protection Bulletin
Y
Region 3
Superfund Hotline
N
OA/(NCEE)
National Center for Environmental Economics,
Economics Library
N
Region 2
Public Affairs Hotline
N
OAR
Acid Rain Hotline
N
OAR/OAQPS
Clean Air Technology Center (CATC)
N
OAR
Stratospheric Ozone Protection Information Hotline
N
OAR/OAQPS
Ambient Monitoring Technical Information Center (AMTIC)
N

CSLs being monitored - 34
82.93%

CSLs not being monitored - 7
17.07%

Total
100.00%
1/ On September 6, 2013, the Agency notified us that this CSL no longer existed.
Source: OIG analysis of the EPA's response to OIG questionnaire.
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Appendix B-2
Monitoring Y/N - 21 External CSLs
Operated by Contractors
Region/Program office
Customer service line
Monitoring
Y/N
ORD/NCEA
Integrated Risk Information System (IRIS)
Hotline
Y
OCSPP/OPPT
Pollution Prevention Information
Clearinghouse (PPIC)
Y
Office of Water
STOrage and RETrieval (STORET) Help
Desk
Y
OCFO
Environmental Finance Information Network
(EFIN)
Y
OSWER-Office of Brownfield's and Land
Revitalization
Assessment Cleanup and Redevelopment
Exchange System (ACRES) Help Desk
Y
OAR
Energy Star Hotline
Y
OCSPP/OPPT
Toxic Substances Control Act (TSCA) Hotline
Y
OAR
Imported Vehicles and Engines Public
Help Line
Y
OAR/OAQPS
Clearinghouse for Inventories and
Emissions Factors (CHIEF)1/
Y
Office of Water
Safe Drinking Water Hotline
Y
OCSPP/OPPT
National Lead Information Center (NLIC)
Y
ORD/NERL
Center for Exposure Assessment Modeling
(CEAM)
Y
Region 3
Customer Service Hotline
Y
Region 7
Call Center
Y
Office of Water
eNOI Help Desk
Y
OSWER
Superfund Enterprise Management System
(SEMS) Reference Desk
Y
OAR/OAQPS
Reasonably Available Control Technology
(RACT)/Best Available Control Technology
(BACT)/Lowest Achievable Emission Rate
(LAER) Clearinghouse
Y
OAR/OAQPS
Support Center for Regulatory Atmospheric
Modeling (SCRAM)
Y
OSWER/OSRTI
Superfund, TRI, EPCRA, RMP & Oil
Information Center
Y
HQ-OSWER/ORCR/MRWMD
Methods Hotline (MICE)
Y
Region 8
Environmental Information Service Center
CEISO
Y

CSLs monitored - 21
100.00%

CSLs not monitored - 0
0.00%

Total
100.00%
1/ On September 6, 2013, the Agency notified us that this CSL no longer existed.
Source: OIG analysis of the EPA's response to OIG questionnaire.
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Appendix B-3
Monitoring Y/N - 20 External CSLs
Non-Contractor Operated
Region/Program office
Customer service line
Monitoring
Y/N
OECA
Environmental Justice Hotline (EJ Hotline)
Y
Region 6 Prevention and Response
Branch
Spill Response or Hotline
Y
OA/OSBP
Asbestos and Small Business Ombudsman
(ASBO) Hotline
Y
Region 7
24-Hour Spill Line
Y
Region 1
Customer Call Center
Y
Region 2
Citizen Complaint Hotline
Y
OECA
Integrated Compliance Information System
(ICIS) Help Desk
Y
OAR/OAQPS
Emissions Measurement Center (EMC) Hotline
Y
Region 3
Regional Public Information Center
Y
Region 2
Office of the Regional Public Liaison (ORPL)
Hotline
Y
Region 3
Business Assistance Center (BAC)
Y
OAR/OTAQ
SmartWay Help Line
Y
HQ-OCSPP/OPP
Endangered Species Protection Bulletin
(Pesticides) Request Line
Y
HQ-(NCEE)
National Center for Environmental Economics,
Economics Library
N
Region 3
Superfund Hotline
N
Region 2
Public Affairs Hotline
N
OAR/OAQPS
Ambient Monitoring Technical Information
Center (AMTIC)
N
OAR/OAQPS
Clean Air Technology Center (CATC)
N
OAR
Stratospheric Ozone Protection Information
Hotline
N
OAR
Acid Rain Hotline
N

CSLs monitored -13
65.00%

CSLs not monitored - 7
35.00%

Total
100.00%
Source: OIG analysis of the EPA's response to OIG questionnaire.
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Appendix C
Evaluating Success Y/N - 41 External CSLs
Region/Program office
Customer service line
Evaluating
success
Y/N
Region 2
Citizen Complaint Hotline
Y
Region 2
Office of the Regional Public Liaison (ORPL)
Hotline
Y
OSWER/OSRTI
Superfund, TRI, EPCRA, RMP & Oil Information
Center
Y
OSWER
Superfund Enterprise Management System
(SEMS) Reference Desk
Y
Region 6 Prevention and Response
Branch
Spill Response or Hotline
Y
Region 8
Environmental Information Service Center (EISC)
Y
OCSPP/OPPT
Toxic Substances Control Act (TSCA) Hotline
Y
ORD/NCEA
Integrated Risk Information System (IRIS)
Hotline
Y
Office of Water
STOrage and RETrieval (STORET) Help Desk
Y
OECA
Environmental Justice Hotline (EJ Hotline)
Y
Region 1
Customer Call Center
N
Region 3
Superfund Hotline
N
Region 3
Business Assistance Center (BAC)
N
Region 3
Customer Service Hotline
N
Region 3
Regional Public Information Center
N
HQ-(NCEE)
National Center for Environmental Economics,
Economics Library
N
OSWER-Office of Brownfield's and
Land Revitalization
Assessment Cleanup and Redevelopment
Exchange System (ACRES) Help Desk
N
Region 2
Public Affairs Hotline
N
Office of Water
eNOI Help Desk
N
OECA
Integrated Compliance Information System (ICIS)
Help Desk
N
Region 7
Call Center
N
Continued on next page
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Appendix C
Evaluating Success Y/N - 41 External CSLs
Region/Program office
Customer service line
Evaluating
success
Y/N
Region 7
24-Hour Spill Line
N
OAR/OAQPS
Reasonably Available Control Technology
(RACT)/Best Available Control Technology
(BACT)/Lowest Achievable Emission Rate (LAER)
Clearinghouse
N
OAR/OAQPS
Support Center for Regulatory Atmospheric Modeling
(SCRAM)
N
HQ-OSWER/ORCR/MRWMD
Methods Hotline (MICE)
N
HQ-OCSPP/OPP
Endangered Species Protection Bulletin (Pesticides)
Request Line
N
ORD/NERL
Center for Exposure Assessment Modeling (CEAM)
N
Office of Water
Safe Drinking Water Hotline
N
OCSPP/OPPT
National Lead Information Center (NLIC)
N
OCSPP/OPPT
Pollution Prevention Information Clearinghouse
(PPIC)
N
OAR
Acid Rain Hotline
N
OAR
Stratospheric Ozone Protection Information Hotline
N
OAR
Energy Star Hotline
N
OA/OSBP
Asbestos and Small Business Ombudsman (ASBO)
Hotline
N
OAR/OTAQ
SmartWay Help Line
N
OAR/OAQPS
Ambient Monitoring Technical Information Center
(AMTIC)
N
OAR/OAQPS
Emissions Measurement Center (EMC) Hotline
N
OAR/OAQPS
Clean Air Technology Center (CATC)
N
OAR/OAQPS
Clearinghouse for Inventories and Emissions Factors
(CHIEF)17
N
OAR
Imported Vehicles and Engines Public Help Line
N
OCFO
Environmental Finance Information Network (EFIN)
N

CSLs evaluating success -10
24.39%

CSLs not evaluating success - 31
75.61%

Total
100.00%
1/ On September 6, 2013, the Agency notified us that this CSL no longer existed.
Source: OIG analysis of the EPA's response to OIG questionnaire.
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Appendix D
Ensuring Accuracy of Information
Y/N - 41 External CSLs
Region/Program office
Customer service line
Ensuring
information
accuracy Y/N
Region 3
Regional Public Information Center
Y
Office of Water
eNOI Help Desk
Y
Region 7
24-Hour Spill Line
Y
Region 8
Environmental Information Service Center
(EISC)
Y
OECA
Integrated Compliance Information System
(ICIS) Help Desk
Y
Region 2
Office of the Regional Public Liaison (ORPL)
Hotline
Y
Region 7
Call Center
Y
Region 3
Business Assistance Center (BAC)
Y
Region 2
Citizen Complaint Hotline
Y
Region 6 Prevention and
Response Branch
Spill Response or Hotline
Y
Region 3
Customer Service Hotline
Y
OAR/OAQPS
Support Center for Regulatory Atmospheric
Modeling (SCRAM)
Y
Region 3
Superfund Hotline: 1-800-553-2509
Y
OSWER
Superfund Enterprise Management System
(SEMS) Reference Desk
Y
OSWER-Office of Brownfield's
and Land Revitalization
Assessment Cleanup and Redevelopment
Exchange System (ACRES) Help Desk
Y
OAR
Stratospheric Ozone Protection Information
Hotline
Y
HQ-OSWER/ORCR/MRWMD
Methods Hotline (MICE)
Y
OECA
Environmental Justice Hotline (EJ Hotline)
Y
OCFO
Environmental Finance Information Network
(EFIN)
Y
ORD/NERL
Center for Exposure Assessment Modeling
(CEAM)
Y
Continued on next page
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Appendix D
Ensuring Accuracy of Information
Y/N - 41 External CSLs
Region/Program office
Customer service line
Ensuring
information
accuracv Y/N
Office of Water
STOrage and RETrieval (STORET) Help Desk
Y
OSWER/OSRTI
Superfund, TRI, EPCRA, RMP & Oil
Information Center
Y
OAR/OAQPS
Clearinghouse for Inventories and Emissions
Factors (CHIEF) 1/
Y
OCSPP/OPPT
National Lead Information Center (NLIC)
Y
OCSPP/OPPT
Pollution Prevention Information Clearinghouse
(PPIC)
Y
OCSPP/OPPT
Toxic Substances Control Act (TSCA) Hotline
Y
OAR
Imported Vehicles and Engines Public Help Line
Y
OAR/OTAQ
SmartWay Help Line
Y
OA/OSBP
Asbestos and Small Business Ombudsman
(ASBO) Hotline
Y
Office of Water
Safe Drinking Water Hotline
Y
ORD/NCEA
Integrated Risk Information System (IRIS)
Hotline
Y
OAR
Energy Star Hotline
Y
OAR/OAQPS
Emissions Measurement Center (EMC) Hotline
Y
OAR/OAQPS
Ambient Monitoring Technical Information
Center (AMTIC)
N
HQ-OCSPP/OPP
Endangered Species Protection Bulletin
(Pesticides) Request Line
N
OAR
Acid Rain Hotline
N
OAR/OAQPS
Clean Air Technology Center (CATC)
N
Region 1
Customer Call Center
N
OAR/OAQPS
Reasonably Available Control Technology
(RACT)/Best Available Control Technology
(BACT)/Lowest Achievable Emission Rate
(LAER) Clearinghouse
N
Region 2
Public Affairs Hotline
N
OA/(NCEE)
National Center for Environmental Economics,
Economics Library
N

CSLs ensuring customer satisfaction - 33
80.49%

CSLs not ensuring customer satisfaction - 8
19.51%

Total
100.00%
1/ On September 6, 2013, the Agency notified us that this CSL no longer existed.
Source: OIG analysis of the EPA's response to OIG questionnaire.
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Appendix E-1
Cost Per Inquiry - 41 External CSLs
Region/Program
office
Customer service line
Volume
per year
Costs"
Cost per
inquiry
FY 2011
Region 2
Office of the Regional Public
Liaison (ORPL) Hotline
676
Not provided
Unable to
calculate
Region 1
Customer Call Center
3,900
1 FTE
Unable to
calculate
Region 3
Regional Public Information
Center
2,800
1 SEE
Unable to
calculate
OECA
Integrated Compliance
Information System (ICIS)
Help Desk
1,653
1 FTE
Unable to
calculate
Region 2
Citizen Complaint Hotline
615
.25 FTE
Unable to
calculate
OSWER/OSRTI
Superfund, TRI, EPCRA, RMP &
Oil Information Center
Not provided
943,650
Unable to
calculate
OAR/OAQPS
Support Center for Regulatory
Atmospheric Modeling (SCRAM)
Various
activities
10,000
Unable to
calculate
OAR/OTAQ
SmartWay Help Line
Not provided
Not provided
Unable to
calculate
OAR
Acid Rain Hotline
240
Not provided
Unable to
calculate
OAR/OAQPS
Clean Air Technology Center
(CATC)
17,500
EPA staff
Unable to
calculate
OAR
Stratospheric Ozone Protection
Information Hotline
840
1 SEE
Unable to
calculate
OAR/OAQPS
Emissions Measurement Center
(EMC) Hotline
240
.25 FTE
Unable to
calculate
OAR/OAQPS
Ambient Monitoring Technical
Information Center (AMTIC)
150
.25 FTE
Unable to
calculate
ORD/NCEA
Integrated Risk Information
System (IRIS) Hotline
495
203,750
$ 411.62
HQ-(NCEE)
National Center for
Environmental Economics,
129
32,000
248.06
OCSPP/OPPT
Pollution Prevention Information
Clearinghouse (PPIC)
312
73,016
234.03
Office of Water
STOrage and RETrieval
(STORET) Help Desk
1,000
136,225
136.23
HQ-OSWER/ORCR/MR
WMD
Methods Hotline (MICE)
1,476
126,500
85.70
OCFO
Environmental Finance
Information Network (EFIN)
91
6,553
72.01
OSWER-Office of
Brownfield's & Land
Revitalization
Assessment Cleanup and
Redevelopment Exchange
System (ACRES) Help Desk
624
40,000
64.10
1/ Costs to operate CSLs reported by the agency. The elements of costs included may vary by region or program office
Continued on next page
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Appendix E-1
Cost Per Inquiry - 41 External CSLs
Region/
Program office
Customer service line
Volume
Costs v
Cost per
inauirv
FY 2011
OECA
Environmental Justice Hotline
(EJ Hotline)
960
$ 39,500
$41.15
OAR
Energy Star Hotline
24,277
884,913
36.45
OCSPP/OPPT
Toxic Substances Control Act
(TSCA) Hotline
7,484
263,897
35.26
Region 6 Prevention
and ResDonse Branch
Spill Response or Hotline
5,066
138,424
27.32
OA/OSBP
Asbestos and Small Business
Ombudsman (ASBO) Hotline
7,200
165,434
22.98
OAR
Imported Vehicles and Engines
Public Help Line
4,004
91,629
22.88
OAR/OAQPS
Clearinghouse for Inventories and
Emissions Factors (CHIEF)2/
760
17,000
22.37
Region 7
24-Hour Spill Line
3,000
62,942
20.98
OCSPP/OPPT
National Lead Information
Center (NLIC)
74,062
1,457,875
19.68
Office of Water
Safe Drinking Water Hotline
18,321
360,444
19.67
ORD/NERL
Center for Exposure
Assessment Modeling (CEAM)
9,938
116,000
11.67
Region 3
Customer Service Hotline
7,560
85,000
11.24
Region 7
Call Center
16,706
139,812
8.37
Office of Water
Electronic Notice of Intent
(eNOI) Help Desk
21,840
142,007
6.50
OSWER
Superfund Enterprise
Management System (SEMS)
Reference Desk
2,600
14,016
5.39
HQ-OCSPP/OPP
Endangered Species Protection
Bulletin (Pesticides) Request Line
50
240
4.80
Region 8
Environmental Information
Service Center (EISC)
39,251
170,264
4.34
Region 3
Superfund Hotline
150
243
1.62
Region 3
Business Assistance Center
(BAC)
350
258
0.74
OAR/OAQPS
Reasonably Available Control
Technology (RACT)/Best
Available Control Technology
(BACT)/Lowest Achievable
Emission Rate (LAER)
Clearinghouse
89,100
20,000
0.22
Region 2
Public Affairs Hotline
2,166
437
0.20

Total
367,586
$ 5,742,029

1/ Costs to operate CSLs reported by the agency. The elements of costs included may vary by region or program office
2/ On September 6, 2013, the Agency notified us that this CSL no longer existed.
Source: OIG analysis of the EPA's response to OIG questionnaire.
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Appendix E-2
Cost Per Inquiry - 21 CSLs Operated by Contractors
Region /Program office
Customer service line
Volume
per year
Costs v
Cost per
inquiry
FY 2011
ORD/NCEA
Integrated Risk Information System
(IRIS) Hotline
495
$ 203,750
$ 411.62 "
OCSPP/OPPT
Pollution Prevention Information
Clearinghouse (PPIC)
312
73,016
234.03
Office of Water
STOrage and RETrieval (STORET)
Help Desk
1,000
136,225
136.23
HQ-
OSWER/ORCR/MRWMD
Methods Information
Communication Exchange (MICE)
1,476
126,500
85.70
OCFO
Environmental Finance Information
Network (EFIN)
91
6,553
72.01
OSWER-Office of
Brownfields and Land
Revitalization
Assessment Cleanup and
Redevelopment Exchange System
(ACRES) Help Desk
624
40,000
64.10
OAR
Energy Star Hotline
24,277
884,913
36.45
OCSPP/OPPT
Toxic Substances Control Act
(TSCA) Hotline
7,484
263,897
35.26
OAR
Imported Vehicles and Engines
Public Help Line
4,004
91,629
22.88
OAR/OAQPS
Clearinghouse for Inventories and
Emissions Factors (CHIEF)37
760
17,000
22.37
OCSPP/OPPT
National Lead Information Center
(NLIC)
74,062
1,457,875
19.68
Office of Water
Safe Drinking Water Hotline
18,321
360,444
19.67
ORD/NERL
Center for Exposure Assessment
Modeling (CEAM)
9,938
116,000
11.67
Region 3
Customer Service Hotline
7,560
85,000
11.24
Region 7
Call Center
16,706
139,812
8.37
Office of Water
Electronic Notice of Intent (eNOI)
Help Desk
21,840
142,007
6.50
OSWER
Superfund Enterprise Management
System (SEMS) Reference Desk
2,600
14,016
5.39
Region 8
Environmental Information Service
Center (EISC)
39,251
170,264
4.34
OAR/OAQPS
Reasonably Available Control
Technology (RACT)/Best Available
Control technology (BACT)/Lowest
Achievable Emission Rate (LAER)
Clearinghouse
89,100
20,000
0.22
OAR/OAQPS
Support Center for Regulatory
Atmospheric Modeling (SCRAM)
Not specific
enough
10,000
N/A
OSWER/OSRTI
Superfund, TRI, EPCRA, RMP & Oil
Information Center
Not provided
943,650
N/A

Subtotal - 21 external CSLs
operated by contractors
319,901
$5,302,551

1/ Costs to operate CSLs reported by the agency. The elements of costs included may vary by region or program office.
2/ On September 6, 2013, the Agency stated that the cost per inquiry of $411.62 is misleading as the CSL cost of $203,750 represents several contractor functions. The
Agency does not have data that allow it to provide an amount that is attributable specifically to answering inquiries.
3/ On September 6, 2013, the Agency notified us that this CSL no longer existed.
Source: OIG analysis of the EPA's response to OIG questionnaire.
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Appendix E-3
Cost Per Inquiry - 20 CSLs Non-Contractor Operated
Region/Program
Customer service line
Volume per
year
Cost"
Cost per inquiry
(cost/volume)
office

FY 2011
OA/NCEE
National Center for
Environmental Economics,
Economics Library
129
$ 32,000
$ 248.06
OECA
Environmental Justice Hotline
960
39,500
41.15
R6 Prevention and
Spill Response or Hotline
5,066
138,424
27.32
Response Branch




OA/OSBP
Asbestos and Small Business
Ombudsman (ASBO) Hotline
7,200
165,434
22.98
Region 7
24 Hour Spill Line
3,000
62,942
20.98
HQ-OCSPP/OPP
Endangered Species Protection
Bulletin (Pesticides) Request
Line
50
240
4.80
Region 3
Superfund Hotline
150
243
1.62
Region 3
Business Assistance Center
(BAC)
350
258
0.74
Region 2
Public Affairs Hotline
2,166
437
0.20
Region 1
Customer Call Center
3,900
1 FTE
N/A
Region 2
Citizen Complaint Hotline
615
.25 FTE
N/A
OECA
ICIS Help Desk
1,653
1 FTE
N/A
OAR/OAQPS
Ambient Monitoring Technical
Information Center (AMTIC)
150
.25 FTE
N/A
OAR/OAQPS
The Emissions Measurement
Center (EMC) Hotline
240
.25 FTE
N/A
OAR/OAQPS
Clean Air Technology Center
(CATC)
17,500
EPA staff
N/A
OAR
Stratospheric Ozone Protection
Information Hotline
840
1 SEE
N/A
Region 3
Regional Public Information
Center
2,800
1 SEE
N/A
Region 2
Office of the Regional Public
Liaison (ORPL) Hotline
676
Not provided
N/A
OAR
Acid Rain Hotline
240
Not provided
N/A
OAR/OTAQ
SmartWay Help Line
Not provided
Not provided
N/A

Subtotal - 20 CSLs
47,685
439,478


non-contractor operated




Total for 41 externals
367,586
$ 5,742,029

1/ Costs to operate CSLs reported by the agency. The elements of costs included may vary by region or program office.
Source: OIG analysis of the EPA's response to OIG questionnaire.
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Appendix E-4
Summary Costs of 21 CSLs Operated by Contractors
Description
No. of
CSLs
Volume
per year
FY 2011
Percentage
of volume
FY 2011
Cost17
Percentage
of cost
CSLs provided volume and costs
19
319,901
87.03%
$4,348,901
75.74%
CSLs no volume provided
2
Not provided
N/A
953,650
16.61%
Subtotal CSLs
operated by contractors
21
319,901
87.03%
5,302,551
92.35%
Source: OIG analysis of the EPA's response to OIG questionnaire.
Appendix E-5
Summary Costs of 20 CSLs Non-Contractor Operated


Volume



Description
No. of
CSLs
per year
FY 2011
Percentage
of volume
FY 2011 Cost
1/
Percentage
of cost
CSLs provided with volume and
9
19,071
5.19%
$ 439,478
7.65%
costs





CSLs provided costs with SEEs
8
27,698
7.62%
Not provided
N/A
and FTEs





CSLs no cost provided
2
916
0.25%
Not provided
N/A
CSL neither volume nor costs
1
Not provided
N/A
Not provided
N/A
provided





Subtotal CSLs
20
47,685
12.97%
439,478
7.65%
non-contractor operated





Total
41
367,586
100.00%
$ 5,742,029
100.00%
1/ Costs to operate CSLs reported by the agency. The included elements in costs may vary by region or program office.
Source: OIG analysis of the EPA's response to OIG questionnaire.
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Appendix F
External CSLs Listed on EPA's
National Website

Hotline/clearinghouse
(per the EPA's national website)
Agency provided
information to the OIG
1
Acid Rain Hotline
Yes

2
Aerometric Information Retrieval System (AIRS) -
Air Quality System (AQS)
-
No
3
Aerometric Information Retrieval System (AIRS) -
Air Facility System (AFS) Help Line
Yes
-
4
Ambient Monitoring Technology Information
Center
Yes
-
5
Asbestos Ombudsman Hotline (part of the Small
Business Ombudsman)
Yes
-
6
Center for Exposure Assessment Modeling
(CEAM) Help Desk
Yes
-
7
Clean Air Technology Center (CATC) Information
Line; formerly Control Technology Center
Yes
-
8
Clearinghouse for Inventories and Emission
Factors (CHIEF) Help Desk17
Yes
-
9
Compliance Assistance Centers
Yes
-
10
Emissions Measurement Center (EMC)
Yes
-
11
Endangered Species Protection Bulletin
(Pesticides) Request Line
Yes
-
12
Energy Star
Yes
-
13
Environmental Education Clearinghouse
-
No
14
Environmental Finance Information Network
(EFIN)
Yes
-
15
Environmental Justice Hotline
Yes
-
16
EPA Enforcement Economic Models Help Line

No
17
EPA Imported Vehicles and Engines Public
Help Line
Yes

18
EPA Test Methods
-
No
19
Ground Water and Ecosystem Restoration
Information Center (GWERIC)
-
No
20
Integrated Risk Information System (IRIS) Hotline
Yes
-
21
Local Government Reimbursement Program
Help Line
-
No
22
Methods Information Communication Exchange
Service (MICE)
Yes

23
Mexico Border Hotline
-
No
1/ On September 6, 2013, the Agency notified us that this CSL no longer existed.
Continued on next page
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Appendix F
External CSLs Listed on EPA's
National Website

Hotline/clearinghouse
(per the EPA's national website)
Agency provided
information to the OIG
24
National Service Center for Environmental
Publications (NSCEP) (formerly NCEPI)
-
No
25
National Lead Information Center Hotline
Yes
-
26
National Pesticide Information Center
-
No
27
National Poison Control Hotline
-
No
28
National Radon Hotlines
-
No
29
National Small Flows Clearinghouse Hotline
-
No
30
Ozone Protection Hotline
Yes

31
Pay-As-You-Throw (PAYT) Help Line

No
32
Pollution Prevention Information Clearinghouse
(PPIC)
Yes

33
Reasonably Available Control Technology/ Best
Available Control Technology/ Lowest Achievable
Emission Rate Clearinghouse (RBLC)
Yes

34
Safe Drinking Water Hotline
Yes

35
Small Business Ombudsman Hotline
-
No
36
SmartWay Program Hotline
Yes

37
Storet Water Quality System Hotline
Yes

38
Superfund Document Center
-
No
39
Superfund and EPCRA Call Center
Yes

40
Toxics Release Inventory - Information Center
Hotline
-
No
41
Toxics Release Inventory - General Program
Inquiries
-
No
42
Toxic Substances Control Act (TSCA) Hotline
Yes
-
43
Water Efficiency Clearinghouse: WaterWser
-
No
44
WasteWise Help Line
Yes
-

Agency provided information
26


Agency did not provide information

18
Source: OIG analysis of the EPA's response to the OIG questionnaire, and information from the "Hotlines and
Clearinghouses" Web page.
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Appendix G-1
Cost of 18 External CSLs Not Listed
on EPA's National Website
Region/ Program office
Customer service line
FY 2011 cost
Region 2
Office of the Regional Public
Liaison Hotline
Not provided
Region 1
Customer Call Center
1 FTE
Region 3
Regional Public Information
Center
1 SEE
Office of Enforcement and Compliance
Assurance (OECA)
Integrated Compliance Information
System (ICIS) Help Desk
1 FTE
Region 2
Citizen Complaint Hotline
.25 FTE
Region 8
Environmental Information Service
Center (EISC)
170,264
Office of Water
Electronic Notice of Intent (eNOI)
Help Desk
142,007
Region 7
Call Center
139,812
Region 6 Prevention and Response Branch
Spill response or hotline
138,424
Region 3
Customer Service Hotline
85,000
Region 7
24-Hour Spill Line
62,942
OSWER-Office of Brownfields and Land
Revitalization
Assessment Cleanup and
Redevelopment Exchange System
(ACRES) Help Desk
40,000
OA/NCEE
National Center for Environmental
Economics, Economics Library
32,000
OSWER
Superfund Enterprise
Management System Reference
Desk
14,016
OAR/OAQPS
Support Center for
Regulatory Atmospheric Modeling
(SCRAM)
10,000
Region 2
Public Affairs Hotline
437
Region 3
Business Assistance Center
(BAC)
258
Region 3
Superfund Hotline
243

Total cost
$ 835,403
Source: Information provided by the regions and headquarters program offices.
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Appendix G-2
Two External CSLs Not Readily
Available on EPA Regional Websites
Region/Program office
Customer service line
Costs for FY 2011
Region 2
Office of the Regional Public
Liaison Hotline
Not provided
Region 6 Prevention and Response Branch
Spill Response or Hotline
138,424

Total cost
$ 138,424
Source: Information provided by the regions and headquarters program offices.
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Appendix H
Agency Comments on Draft Report

UNITED STATES ENVIRONMENTAL PROTECTION AGENCY
WASHINGTON, D.C. 20460
AUG 2 3 2013
DEPUTY ADMINISTRATOR
MEMORANDUM
SUBJECT: Response to Office of Inspector General's Draft Report on Administration
of U.S. Environm	v'ice Lines

FROM: Bob Perciasepe
TO:
Arthur Elkins, Inspector General
I appreciate the opportunity to review and comment on the Office of Inspector General's July 10, 2013,
draft audit report, Controls and Oversight Needed to Improve Administration of the EPA's Customer
Service Lines. Thank you for highlighting possible management improvements in the agency's
customer-service lines.
The EPA agrees with the draft report's message that it is necessary to consider an appropriate policy
response for improved administration of customer-service lines. More specifically, the draft report
designates for my office the three recommendations for action. However, administrative policy for
customer-service lines is not a current, ongoing function of the Office of the Administrator. The draft
recognizes this by recommending such policy now.
Consideration of any policy must be supported by information, analysis and experiences of the
numerous EPA offices with direct responsibility for customer-service lines. Accordingly, I have sent the
attached memorandum to all assistant, associate and regional administrators to ask them for the
necessary information to prepare an appropriate and informed response to the significant issues raised.
After I receive this information, I will develop and implement necessary improvements in the EPA's
administration of customer-service lines and their Web presence.
Should you have any questions or require additional information, your staff may contact Patricia A.
Gilchriest, audit liaison in the Office of the Administrator, at (202) 564-0404 or
gilchriest.patricia@epa.gov.
Attachment
Internet Address (URL) • http://www.epa gov
Recycied/Recyciaoio • Pnnted with Vegetable Oil Based Inks on 100% Postconsumer, Process Chlorine Free Recycled Paper
13-P-0432
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UNITED STATES ENVIRONMENTAL PROTECTION AGENCY
WASHINGTON, D.C. 20460
AUG 2 I 2013
DEPUTY ADMINISTRATOR
MEMORANDUM
SUBJECT: Response to Office oflnspector General Draft Report on Administration
of the U.S. Enviroi	" ' --Service Uines
FROM: Bob Perciasepe
TO:
Assistant Administrators
Associate Administrators
Regional Administrators
I have attached a draft Office oflnspector General report on administration of the U.S. Environmental
Protection Agency's customer-service lines that recommends the Deputy Administrator develop
guidances for these lines and review their efficiency. To assist in developing an appropriate written
response and ensure we are working to improve our management of such programs, I ask you to provide
the following information by Wednesday, September 18. and to copy Amir Ingram in my office:
•	your review of the completeness of information for your office in the draft report, particularly
office-specific or customer-service-lines-specific information in the tables and appendices;
•	a summary of any past or recent actions you have taken and any future plans or proposals you
might have for active consolidation of customer-service lines and their Web presence to address
overlap or underuse; and
•	any suggested response to the OIG draft report's recommendations, including your ideas for
improving administration of customer-service lines in your office and agencywide.
Please be aware that this draft report does not represent the OIG's final position. Accordingly, you may
distribute or disclose its contents only to those in your offices who need to contribute to your response to
this request.
Thank you for your timely assistance in this matter.
Attachment
Internet Address (URL) • http://www.epa.gov
Recycled/Rocyciable • Printed with Vegetable Oil Based Inks on 100% Postconsumer, Process Chlorine Free Recycled Paper
13-P-0432

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Appendix I
Distribution
Office of the Administrator
Deputy Administrator
Agency Follow-Up Official (the CFO)
Agency Follow-Up Coordinator
General Counsel
Associate Administrator for Congressional and Intergovernmental Relations
Associate Administrator for External Affairs and Environmental Education
Assistant Administrator and Chief Information Officer, Office of Environmental Information
Director, Office of Regional Operations
Director, Office of Acquisition Management, Office of Administration and Resources Management
Audit Follow-Up Coordinator, Office of the Administrator
Audit Follow-Up Coordinator, Office of Environmental Information
13-P-0432
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