Attachment_1_Summary_of_Issues_for_the_IAP_1.docx

Summary of Issues for the Interagency Pass Program

In 2022, the Interagency Pass Program team, managed by the National Park Service (NPS), embarked on a project to better understand how to improve and enhance current pass operations and investigate modernizing future operations. This project’s overall goals were to identify the range of Interagency and other pass opportunities available, identify constraints and issues associated with these pass programs, and make recommendations on the program and ways to improve communications to help visitors when purchasing passes. A contractor was engaged to review and analyze existing research on pass-related topics, conduct issue and opportunity’ workshops with agency staff and affiliates and prepare a draft summary report for internal agency use.

Key takeaways of problems and challenges, as well as their potential opportunities and solutions include:

Problems and Challenges

1. Confusion persists among visitors/customers through multiple communication channels (onsite, Recreation.gov, USGS store, etc.) concerning what interagency pass makes the most sense for them to purchase given their needs and demographics (e.g., Military/Veteran, Senior). Additionally, uncertainty exists as to where they can purchase their desired pass, when they can use their pass for entry and/or a discount, and how upgrades function.

2. A perceived lack of available staff trainings on interagency pass offerings compounds agency employee confusion concerning the Interagency Pass Program. The numerous (and increasing) pass offerings creates management and staff education challenges.

3. Some small field stations are understaffed but have high visitation and are thus limited in ability to help visitors with pass challenges and identification of the best pass for their needs or what their specific pass allows.

4. Larger/busier units lack staff time to fully explain the pass options to visitors as they are entering and trying to purchase a pass.

5. Increasingly, confusion exists as to the relationship between (or lack of) the various Interagency passes, digital site passes and reservation systems (e.g., timed entry).

6. Lack of consistency across and within agencies regarding pass options and uses (including discounts). This further increases visitor confusion and uncertainty about the utility of a pass.

7. High administrative burden of issuing and reconciliation of passes.

8. Lack of a pass purchase database creates frustration upon lost/forgotten passes, upgrade desires, conversion of passes from annual to lifetime, ability to renew etc.

9. Issues with funding, training, and poor to non-existent internet connectivity infrastructure (DSL, wireless, cellular, satellite, etc.) are perceived as major barriers to expanding digital passes from a management perspective.

10. The need for solutions to employ principles of equity and inclusion for diverse populations, socio-economic status and abilities.

Opportunities and Solutions Short Term:

1. Evaluate Existing Technologies: Evaluate functionality of current digital capacities in locations where they are currently deployed. Evaluation metrics should include (but not be limited to): Ease and quickness of use for frontline staff; adherence to use recommendations by frontline staff; portability and flexibility; off-line performance; data security; report generation; visitor convenience; scalability to other park units and land managers.

2. Standardize Language Around Passes: Develop a consistent, standardized interagency glossary for what constitutes as a “pass” in a growing collection of site passes, day-use permits, reservations, timed-entry permits, managed access permits, tickets, and Interagency passes. Referring to all the above as “passes” is confusing to visitors as they seek to understand which “pass” or “passes” they need to obtain in order to enter a fee unit.

3. Create a Pass Selection Wizard: Using the “wizard” developed by USGS as a template (see https://store.usgs.gov/) create both an online, interactive decision-making wizard and a printable, graphic tool (i.e., dichotomous key) to aid visitors in selecting the correct Interagency pass for their characteristics/needs to limit confusion when staff are unable to assist in the decision-making process, and, thus, the need for future reconciliation by staff.

4. Develop Consistent Staff Training: Create an interagency online training (or simply a series of short videos) aimed at educating interagency pass-issuing personnel about the Interagency Pass Program. Although each agency provides training regarding the pass program and SOPS each year, it is recommended that comprehensive interagency training be provided.

Long Term:

1. Develop Consistent Pass Discounts: Develop a standardized discount policy across agencies to limit visitor confusion concerning where their respective pass may be accepted for a discount on camping (or other fee-requiring recreation opportunities).

2. Limit the Number of Pass Offerings: It is understood that the number of Interagency passes is determined by various legislative mandates from Congress. However, no legislation would be required for passes to be reduced to two types: annual or lifetime - with the cost or availability for a given pass dependent upon eligibility demographics (e.g., Veteran, Senior, Disabled).

3. Develop a Pass-Purchase Database: Create a database containing identification numbers of passes issued to passholders as a means of assisting with challenges related to replacing passes, linking passes to Recreation.gov profiles, and tracking pass use across federal public lands. Explore whether such a database would need to contain personally identifiable information, or if the identification number for each pass and the unit where it was issued would suffice.

4. Improve Onsite Technologies: Following evaluation of current technologies, develop/expand digital capacities as deemed appropriate and feasible*. This may occur through RFID (or similar) capacities that permit reading and verifying physical or digital cards on site. These may be conducted at entry gates or at self-service kiosks and ideally developed with offline capabilities. [*Added note: many recreation sites lack gates, have multiple entry points, may be remotely located with no electricity, or may have poor to non-existent internet connectivity infrastructure, including via cellular or satellite networks]