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Citizen at center of e-gov service
Electronic government has to align information and services so that people do not need to know which agency is the provider, federal experts say
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Panel urges new literacy for future work force
The 21st Century Workforce Commission warns that too many adults are unprepared for jobs in the new economy
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Don't be dazzled by e-gov
By focusing technology on improving internal business operations, agencies can streamline operations and save billions of dollars, an Oracle exec says
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Recipe for success
Reinvention of the Federal Aviation Administration's Logistics Center could not have happened without the buyin of its 600 employees.
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FAA retools biz model
Flight delays caused by bad weather are usually beyond human control. But when delays result from broken equipment in the Federal Aviation Administration's air traffic control system, the FAA Logistics Center is ready to spring into action.
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Jacada launches government push
Company's new publicsector unit aims to update government systems to help provide better services to citizens
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Secret Service targets e-crime
The Secret Service is one of the government's biggest weapons against computer crime
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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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