In addition to the GAO's four somewhat inside-baseball recommendations, here are my four suggestions for how to improve the TSA from a traveler's perspective. After all, we're the ones paying for it.
1. Consistent use of modern crowd control methods. Look at any Disney theme park -- these days the lines there look shorter and go faster than they did a decade ago, even while accommodating way more people. Tons of research and actual implementation can be found on this topic, and much of it is designed to increase security, not just move people faster. The TSA needs to do its homework in this regard, system-wide.
For example, line wait times at any decent amusement park are well managed and clear. Similarly, most good subway systems indicate when the next train is due, and many U.S. highways show time estimates for upcoming exits. Similar tactics could certainly be employed at the airports secured by the TSA. Clear monitoring of processing times would be a good start, while making appropriate adjustments inside the security zone, such as opening any idle machines and alerting staff to bottlenecks so they can adjust. Additionally, airports with multiple checkpoints could have screens listing average wait times at each checkpoint, so that travelers can choose the shortest ones and the lines will be more balanced.
2. A professional but serious environment. The bluster, posturing and sometimes shaming behavior now found at too many security checkpoints needs to be replaced with a professional, serious attitude focused on mission, not emotion and conflict. When the people in charge project the intent of the whole operation, then everyone knows why they are there, what to do and how to behave. When the people in charge are goofing off, ignoring issues or engaging in power trips, then the whole thing collapses. What should be a confidence-inspiring experience becomes an us vs. them scenario, the mission gets completely lost and no one actually feels more safe. Some airport security staffs are doing a good job on this front, but it is clearly a systemic issue.
3. Sensible, efficient and workable policies with respect to individuals with special needs. Beyond thefts, the worst reports of TSA abuses tend to focus on these folks who can't always fend for themselves given the cattle-prodding nature of the current process -- such as the elderly, families, the disabled and non-English speakers.
4. Oversight and supervision that would eliminate theft, criminality and unprofessionalism. The TSA has resorted to hidden cameras and stings to catch its own thieves, but in truth a few better-placed and better-trained supervisors would likely help this issue tremendously. If the TSA says it can get millions of us through security without us doing anything illegal, certainly it can police its own staff. Doctor, heal thyself.
