TSA: Fledgling agency learns to fly

04/15/2008 | Government Executive

The Transportation Security Administration, born of America's greatest security lapse, had to strike the right balance between intrusive inspection and friendly service. The agency turned to volunteer executives from Disney to learn how to herd crowds, and Marriott brass shared customer-service best practices. Now, the TSA is trying to apply business principles to create a career trajectory and a pay-for-performance system.

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