testimony that you repeatedly found that human error often a simple following protoll cois a vulerability vulerabilities what do you attribute that so? systemic? training? management is that morale? where is that coming from? >> i would say it's all of the above, senator. i mean i think it does involve training. it does involve morale. it does involve management. you have a large workforce and you're right. it is one of these things that you have to follow the sop every time. if you don't that is where you find the vulnerables. there's all kinds of accountability built in for time and efficiency. if you go past 20 minutes there's accountability is there struck dhur built in for someone not following protocol. >> i'm not aware of that. >> other folks seen that? is the standard really become a time-based standard at this point? >> it is a time-based standard but if our tsos don't follow sop the agency treats that as a conduct issue versus performance issue and impacts morale. >> sure. tsa agents and what's happening at department of homeland security on the whole is terrible morale on the whole. these are