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The Public Face of the Tsa: Examining the Agency’S Outreach and Traveler Engagement Efforts

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The Public Face of the Tsa: Examining the Agency’S Outreach and Traveler Engagement Efforts THE PUBLIC FACE OF THE TSA: EXAMINING THE AGENCY’S OUTREACH AND TRAVELER ENGAGEMENT EFFORTS HEARING BEFORE THE SUBCOMMITTEE ON TRANSPORTATION AND PROTECTIVE SECURITY OF THE COMMITTEE ON HOMELAND SECURITY HOUSE OF REPRESENTATIVES ONE HUNDRED FIFTEENTH CONGRESS SECOND SESSION FEBRUARY 27, 2018 Serial No. 115–50 Printed for the use of the Committee on Homeland Security Available via the World Wide Web: http://www.govinfo.gov U.S. GOVERNMENT PUBLISHING OFFICE 30–484 PDF WASHINGTON : 2018 VerDate Mar 15 2010 10:58 Jul 20, 2018 Jkt 000000 PO 00000 Frm 00001 Fmt 5011 Sfmt 5011 H:\115TH CONGRESS\18TP0227\18TP0227.TXT HEATH Congress.#13 COMMITTEE ON HOMELAND SECURITY MICHAEL T. MCCAUL, Texas, Chairman LAMAR SMITH, Texas BENNIE G. THOMPSON, Mississippi PETER T. KING, New York SHEILA JACKSON LEE, Texas MIKE ROGERS, Alabama JAMES R. LANGEVIN, Rhode Island LOU BARLETTA, Pennsylvania CEDRIC L. RICHMOND, Louisiana SCOTT PERRY, Pennsylvania WILLIAM R. KEATING, Massachusetts JOHN KATKO, New York DONALD M. PAYNE, JR., New Jersey WILL HURD, Texas FILEMON VELA, Texas MARTHA MCSALLY, Arizona BONNIE WATSON COLEMAN, New Jersey JOHN RATCLIFFE, Texas KATHLEEN M. RICE, New York DANIEL M. DONOVAN, JR., New York J. LUIS CORREA, California MIKE GALLAGHER, Wisconsin VAL BUTLER DEMINGS, Florida CLAY HIGGINS, Louisiana NANETTE DIAZ BARRAGA´ N, California JOHN H. RUTHERFORD, Florida THOMAS A. GARRETT, JR., Virginia BRIAN K. FITZPATRICK, Pennsylvania RON ESTES, Kansas DON BACON, Nebraska BRENDAN P. SHIELDS, Staff Director STEVEN S. GIAIER, Deputy General Counsel MICHAEL S. TWINCHEK, Chief Clerk HOPE GOINS, Minority Staff Director SUBCOMMITTEE ON TRANSPORTATION AND PROTECTIVE SECURITY JOHN KATKO, New York, Chairman MIKE ROGERS, Alabama BONNIE WATSON COLEMAN, New Jersey CLAY HIGGINS, Louisiana WILLIAM R. KEATING, Massachusetts BRIAN K. FITZPATRICK, Pennsylvania DONALD M. PAYNE, JR., New Jersey RON ESTES, Kansas BENNIE G. THOMPSON, Mississippi (ex officio) MICHAEL T. MCCAUL, Texas (ex officio) KYLE D. KLEIN, Subcommittee Staff Director (II) VerDate Mar 15 2010 10:58 Jul 20, 2018 Jkt 000000 PO 00000 Frm 00002 Fmt 5904 Sfmt 5904 H:\115TH CONGRESS\18TP0227\18TP0227.TXT HEATH C O N T E N T S Page STATEMENTS The Honorable John Katko, a Representative in Congress From the State of New York, and Chairman, Subcommittee on Transportation and Protec- tive Security: Oral Statement ..................................................................................................... 1 Prepared Statement ............................................................................................. 2 The Honorable Bonnie Watson Coleman, a Representative in Congress From the State of New Jersey, and Ranking Member, Subcommittee on Transpor- tation and Protective Security: Oral Statement ..................................................................................................... 3 Prepared Statement ............................................................................................. 5 The Honorable Bennie G. Thompson, a Representative in Congress From the State of Mississippi, and Ranking Member, Committee on Homeland Security: Prepared Statement ............................................................................................. 5 WITNESSES Ms. Christine Griggs, Acting Assistant Administrator, Civil Rights and Lib- erties, Ombudsman and Traveler Engagement, Transportation Security Ad- ministration, U.S. Department of Homeland Security: Oral Statement ..................................................................................................... 6 Joint Prepared Statement ................................................................................... 8 Ms. Stacey Fitzmaurice, Deputy Assistant Administrator, Office of Security Operations, Transportation Security Administration, U.S. Department of Homeland Security: Oral Statement ..................................................................................................... 11 Joint Prepared Statement ................................................................................... 8 Ms. Harper Jean Tobin, Director of Policy, National Center for Transgender Equality: Oral Statement ..................................................................................................... 13 Prepared Statement ............................................................................................. 15 FOR THE RECORD The Honorable Bonnie Watson Coleman, a Representative in Congress From the State of New Jersey, and Ranking Member, Subcommittee on Transpor- tation and Protective Security: Statement of Ian Watlington, National Disability Rights Network ................ 27 Letter From Guidedog.org ................................................................................... 28 Letter From the Electronic Privacy Information Center .................................. 29 APPENDIX Questions From Chairman John Katko for the Transportation Security Ad- ministration .......................................................................................................... 33 Questions From Ranking Member Bonnie Watson Coleman for the Transpor- tation Security Administration ........................................................................... 35 (III) VerDate Mar 15 2010 10:58 Jul 20, 2018 Jkt 000000 PO 00000 Frm 00003 Fmt 5904 Sfmt 5904 H:\115TH CONGRESS\18TP0227\18TP0227.TXT HEATH VerDate Mar 15 2010 10:58 Jul 20, 2018 Jkt 000000 PO 00000 Frm 00004 Fmt 5904 Sfmt 5904 H:\115TH CONGRESS\18TP0227\18TP0227.TXT HEATH THE PUBLIC FACE OF THE TSA: EXAMINING THE AGENCY’S OUTREACH AND TRAVELER ENGAGEMENT EFFORTS Tuesday, February 27, 2018 U.S. HOUSE OF REPRESENTATIVES, SUBCOMMITTEE ON TRANSPORTATION AND PROTECTIVE SECURITY, COMMITTEE ON HOMELAND SECURITY, Washington, DC. The subcommittee met, pursuant to notice, at 10:10 a.m., in room HVC–210, Capitol Visitor Center, Hon. John Katko (Chairman of the subcommittee) presiding. Present: Representatives Katko, Estes, Higgins, and Watson Coleman. Mr. KATKO. The Committee on Homeland Security, Sub- committee on Transportation and Protective Security will come to order. The subcommittee is meeting today to examine TSA’s efforts to effectively engage with the traveling public in a manner that is positive, respectful, and leads to the success of the agency’s mission to secure the aviation system from threats. I now recognize myself for an opening statement. For most Americans, TSA is the most visible component of the Department of Homeland Security and the only Homeland Security component which they regularly interact with. By screening over 2 million passengers per day, TSA is constantly interacting with a di- verse array of individuals, all of whom are worthy of the utmost respect, efficiency, and security. Over the course of its history, TSA has had to at times swiftly implement new security measures in response to changing threats. Other times, the agency has sought to gradually adjust operations to improve effectiveness and efficiency. In both cases, TSA has often struggled to communicate clearly with the traveling public. Lack of stakeholder engagement has led to confusion among trav- elers, airports, air carriers, and even TSA’s own front-line per- sonnel. For example, in recent months, TSA began implementing new screening procedures for passenger’s accessible property at the checkpoint. This new procedure, called Enhanced Accessible Prop- erty Screening, or EAPS, was met with some confusion and frustra- tion, as travelers did not understand the reasoning behind TSA’s new procedures. (1) VerDate Mar 15 2010 10:58 Jul 20, 2018 Jkt 000000 PO 00000 Frm 00005 Fmt 6633 Sfmt 6633 H:\115TH CONGRESS\18TP0227\18TP0227.TXT HEATH 2 The reality is that the success of TSA’s mission rises and falls on the agency’s ability to consistently apply proven security meas- ures across the aviation system. This cannot be done without solic- iting the public’s feedback, identifying and responding to the trav- eling public’s needs, and learning how to effectively communicate with the traveling public. While TSA has, indeed, struggled in terms of communicating se- curity information, the agency has experienced a measure of suc- cess in leveraging the power of social media to engage travelers. For example, TSA’s own Instagram account has nearly a million followers—I wish I had that—and has been heralded by media out- lets across the country for its interesting and at times even comical content. This account helps raise public awareness on aviation se- curity surrounding explosives trace detection canines, prohibited items, checkpoint processes, and TSA PreCheck. TSA’s social media presence has been called one of the best in the Federal Government and plays an important role in communicating information to trav- elers. Additionally, TSA’s own AskTSA initiative has greatly improved the public’s ability to quickly and easily ask questions about what items they can or cannot bring in their carry-on or checked bag- gage. TSA has also made improvements through its TSA Cares pro- gram, which allows passengers to call ahead and arrange for assist- ance at the security checkpoint, in order to minimize confusion and improve the experience for passengers who may need extra help navigating checkpoint processes and procedures. These methods for improving public engagement go a long way in transforming the passenger experience into one that is less stressful and yet more secure. It is incumbent upon TSA to view the traveling public as a part- ner in security and leverage that partnership
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