The Front Line of Security

When most people think about the U.S. Census Bureau, they picture surveys, statistics, and the decennial count. What they don’t see is the critical security infrastructure that protects the agency’s 4,200+ employees, sensitive data, and physical facilities. At the front line of this security apparatus stands the Badging Office – the gateway that ensures only authorized personnel can access Census Bureau facilities and systems.

For an agency entrusted with some of the nation’s most sensitive demographic and economic data, maintaining rigorous security while efficiently processing thousands of employees and contractors is no small challenge.

The Challenge

When Prime Source Technologies took over management of the Census Bureau’s Badging Office in 2015, the operation faced several critical challenges:

Process Inefficiencies: 

The office was struggling with largely paper-based workflows, creating bottlenecks and delays in badge issuance. New employees and contractors often waited days for credentials, delaying their ability to begin work.

Data Quality Issues: 

Manual data entry into multiple systems led to errors and inconsistencies between the physical access control system (Lenel) and the federal identity credential system (HSPD-12). These discrepancies sometimes resulted in access problems or security vulnerabilities.

Limited Resources: 

With a small team handling a large volume of badging requests, the office was constantly under pressure, especially during hiring surges. Staff often worked overtime just to keep up with demand.

Customer Service Concerns: 

Long wait times and process complications led to frustration among Census Bureau staff and contractors. The Badging Office was viewed as a frustrating bottleneck rather than an essential security service.

Preparation for the 2020 Decennial: 

With the 2020 Census approaching, the Bureau needed a badging operation that could efficiently process hundreds of thousands of temporary workers while maintaining strict security standards.

“The Badging Office is often the first impression new employees have of the Census Bureau,” explains our Project Manager. “We wanted that impression to be one of professionalism, efficiency, and security – not bureaucracy and delays.”

Our Approach

PST implemented a comprehensive transformation of the Badging Office operations, focusing on four key areas:

1. Process Redesign

We began by mapping every step of the badging process, from initial request to credential issuance. This analysis revealed numerous redundancies and bottlenecks that could be eliminated or streamlined.

“We found that badge requests were being handled differently depending on which staff member received them, creating inconsistency and confusion,” notes our Process Improvement Lead. “By standardizing these processes and creating clear workflows, we could serve people faster while maintaining security standards.”

Key improvements included:

• Creating standardized request forms with validation checks to ensure complete information
• Implementing a triage system to prioritize urgent requests
• Establishing appointment scheduling to manage traffic flow and reduce wait times
• Developing clear standard operating procedures for each badging function

2. Technology Optimization

The Badging Office used several specialized systems including Lenel for physical access control and the GSA’s HSPD-12 system for federal credentials. Our team optimized these systems and created new tools to bridge gaps:

• Developed quality control procedures to ensure data consistency across systems
• Created automated verification processes to reduce manual data entry errors
• Implemented digital fingerprinting technology that improved capture quality and reduced rejection rates
• Established automated notification systems for badge renewals and expirations

3. Customer Service Enhancement

We recognized that the Badging Office needed to balance security requirements with customer service excellence. Our approach included:

• Training staff in both security protocols and customer service best practices
• Creating clear, simple instructions for badge applicants
• Establishing a dedicated email address and phone line for badging inquiries
• Implementing customer satisfaction surveys to measure performance
• Creating a welcoming, professional office environment

4. Capacity Planning and Surge Readiness

With the 2020 Census approaching, we implemented strategies to handle the anticipated surge in credential requests:

• Developed a scalable staffing model that could expand during peak periods
• Created expedited processing protocols for mass onboarding events
• Established mobile badging capabilities for off-site processing
• Implemented batch processing techniques for large groups of similar employees

The Results

The transformation of the Census Bureau’s Badging Office yielded impressive results across multiple dimensions:

Processing Efficiency: 

• Badge issuance time decreased from an average of 3 days to same-day service for standard requests. 
• Fingerprint rejection rates dropped from 8% to less than 1.5%, eliminating costly and time-consuming reprocessing. 
• The office successfully processed over 500,000 credentials during the 2020 Census period with minimal delays.

Quality Improvements: 

• Data accuracy between systems improved from 92% to over 99.7%. 
• Badge revocation processing time decreased from 48 hours to under 4 hours, enhancing security. 
• Key tracking accuracy increased to 99.9%, virtually eliminating lost key incidents.

Customer Satisfaction: 

• Quarterly satisfaction ratings improved from 67% to 91%. 
• Wait time complaints decreased by 86%. 
• The office received formal recognition from Census Bureau leadership for service excellence.

Security Enhancement: 

• Improved credential verification processes eliminated unauthorized access attempts. 
• Enhanced background check coordination with the Office of Security improved threat detection. 
• Streamlined revocation procedures strengthened protection of facilities and data.

Beyond Efficiency: Building a Security Culture

The transformed Badging Office did more than just process credentials faster – it helped foster a security-conscious culture throughout the Census Bureau. By making security processes more understandable and user-friendly, employees began to see security not as an obstacle but as an essential part of the Bureau’s mission to protect sensitive information.

“Security only works when everyone participates,” explains a senior PST team member. “By making the process more efficient and explaining the ‘why’ behind security requirements, we helped build a culture where people understood their role in protecting the Bureau’s mission.”

The office became a model for other security functions, demonstrating how rigorous requirements could be implemented without creating unnecessary friction for employees and contractors.

Meeting the Decennial Challenge

The true test of the transformed Badging Office came during the 2020 Decennial Census operations. As the Bureau rapidly scaled up its workforce, the Badging Office successfully processed credentials for hundreds of thousands of temporary workers across the country.

During peak periods, the office operated extended hours and deployed mobile badging stations to regional offices, ensuring that field operations could start on time with fully credentialed staff. Despite the massive volume, credentials were processed with the same attention to security and accuracy as during normal operations.

“The 2020 Census presented unprecedented challenges, from pandemic restrictions to compressed timelines,” noted a Census Bureau security official. “Having a responsive, efficient badging operation was critical to our ability to conduct the count under these difficult circumstances.”

Looking Forward

The Census Bureau Badging Office continues to evolve under PST’s management, with recent innovations including:

• Implementation of contactless credential options
• Enhanced integration with enterprise identity management systems
• Improved visitor management processes
• Advanced analytics to identify process improvement opportunities

These enhancements ensure that the Bureau maintains the highest security standards while providing efficient service to employees, contractors, and visitors.

The transformation of the Badging Office demonstrates PST’s ability to enhance critical security functions through process improvement, technology optimization, and a focus on both security and service excellence. By balancing these seemingly competing priorities, we’ve created a model security operation that protects the Bureau’s mission while efficiently serving its workforce.