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Table of Contents <br />ExecutiveSummary.................................................................................................... 1 <br />AboutUs....................................................................................................................... 5 <br />Objective, Scope & Methodology..............................................................................6 <br />Chapter1 Introduction................................................................................................. 7 <br />Chapter 2 Audit Results............................................................................................18 <br />NoPerformance Metrics............................................................................................20 <br />Recommendation 1: Establish Performance Metrics............................................21 <br />No Written Help Desk Policies and Procedures....................................................22 <br />Recommendation 2: Develop and Enforce Policies and Procedures ................23 <br />Lack of Monitoring and Oversight............................................................................24 <br />Recommendation 3: Increase Monitoring and Program Oversight .....................25 <br />Lack of Training Initiatives.........................................................................................26 <br />Recommendations 4 & 5: Provide Training............................................................27 <br />Under Utilization of Resources.................................................................................28 <br />Recommendation 6: Evaluate Budget, Staffing, and Other Resources ..............30 <br />Chapter 3 Fraud, Waste and Abuse........................................................................32 <br />Conclusion...................................................................................................................33 <br />Chapter 4 Management Response...........................................................................35 <br />