Homeland Security: Major Challenges Remain in Transforming Immigration Programs: Report to Congressional Committees   [open pdf - 5MB]

"Most of the field officials with whom GAO spoke generally characterized communication and coordination with other DHS immigration programs in their geographic area as good or excellent. Other officials noted, that in some areas related to investigative techniques and other operations, unresolved issues regarding the roles and responsibilities of CBP, CIS, and ICE give rise to disagreements and confusion, with the potential for serious consequences. According to headquarters and field officials, some guidance has been made available to the field, and there are plans to provide more. Most ICE field officials GAO contacted said they have taken initial steps toward integrating the former immigration and customs investigators, such as establishing cross-training and pay parity. Most of these officials said, however, that additional important steps remained to be completed to fully integrate investigators. Key practices used by other public and private organizations that have undergone successful mergers and transformations may be helpful to DHS in addressing the challenges raised in this report and in transforming immigration enforcement and services. These key practices include establishing communication strategies to create shared expectations and involving employees to gain ownership for changes."

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Government Accountability Office (GAO): http://www.gao.gov/
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