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Policies hinder uniting of nations' networks
Senior Pentagon officials last week singled out rigid security policies and lack of planning as two key lessons from the war in Kosovo that pose the greatest challenge to improving interoperability among allied forces' computer systems.
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Eye on the future
Many agencies are wrestling with the issue of how to bring the Web into their call centers, but the Social Security Administration is being particularly public about it.
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The medical savings saga
Legislation in Congress would incorporate the concept of medical savings accounts into the Federal Employees Health Benefits program. The jury is still out as to whether this would be a positive development for feds.
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Private aid for fed portal
A developer of sophisticated Internet search engines has offered to build a governmentwide portal free of charge to make it easier for Internet users to find information posted online by federal agencies.
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Terrorists use new tools, old tactics
Despite increasing concern about 'cyberterrorism,' the tactics and goals of the world's terrorist organizations remain lowtech
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Call centers see Web as tool of the trade
In today's Webcentric world, the phone is not always the preferred choice for citizens seeking answers from agencies, a fact that has certainly caught the attention of the Small Business Administration.
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The Tools of the Trade
Traditional call centers rely on a plethora of technologies and management tools including routing systems, automatic call distribution, interactive voice response systems and customer relationship management software. A fully integrated contact center would include those technologies, plus the following Web capabilities.
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SEC seeks complaint automation
The Securities and Exchange Commission is looking for a better and faster way to handle the thousands of complaints it receives each year from the public.
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Archives tests e-records
The National Archives and Records Administration is preparing to test the intelligence of an electronic records management system. It hopes the system will be smart enough to read documents as they are created and decide which are important enough to be kept as official records and where and for how long they should be stored.
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Alliance defines e-gov ethics code
A provider of egovernment services has announced an alliance to establish a code of egovernment conduct.
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Eagle Awards honor two
Bruce McConnell, former director of the International Y2K Cooperation Center, and Jerry Edgerton, senior vice president for MCI WorldCom (now WorldCom Inc.), won Eagle Awards last week for outstanding accomplishments in the world of federal information technology.
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Making sense of governmentwide security
The call for a federal CIO has its roots in information security.
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Make way for the IT czar
Roger Baker, chief information officer at the Commerce Department, ignited a fierce debate last October when he publicly endorsed the idea of establishing a federal CIO, often referred to as an 'IT czar.'
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Steering a course to a less taxing government
Early in the morning, Midori Morgan-Gaide is not thinking about computer systems.
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Weighing Web solutions
Cost savings. Some organizations can cut the number of agents needed to service their current query volume; others can avoid future costs by being able to do more work with the same amount of personnel.
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