no news from mgt but here's a small tidbit inc. QNTS
CommerceNet Presents Results of Social Security Project Promising EasierAccess and Improved Customer Service
Joint Project Demonstrates Advantages of e-Government in Providing Easy Access
WASHINGTON, Dec. 7 /PRNewswire/ -- CommerceNet, a non-profit consortium of leading eCommerce organizations working to promote eCommerce around the world, today announced the results of a joint project with the Social Security Administration (SSA) that focuses on addressing the growing need for advanced customer service capabilities, as demand for Social Security is expected to explode. The pilot project tested and evaluated various Internet-based technologies that could be implemented by the SSA to better serve the growing needs of its customers. Results were announced today at a meeting held at the General Services Administration (GSA) headquarters in Washington, D.C.
CommerceNet Sponsors and participants working with the Social Security Administration clearly provide a great example of how real-world problems can be addressed through the application of technology, said Mark Resch, President and CEO of CommerceNet. "The way people interact with government will fundamentally change as customer service options increase as a result of implementing systems with advanced technology capabilities."
The project evaluated the implications of incorporating Internet-based technologies that enable each citizen to choose their preferred mode of interaction, whether it is traditional face-to-face communication or taking advantage of the ease and efficiency provided by Internet-based customer service applications. Included in the project were technologies that:
-- personalize the user experience;
-- allow the user to find the information they need quickly and
efficiently;
-- track the history of a user's interaction with the government,
eliminating unnecessary redundancy and decreasing the users frustration
in repeating simple information;
-- automatic callback;
-- voice-over-IP, allowing users to engage in person-to-person
interactions over the Internet.
"We are extremely encouraged by the outcome of our proof of concept with CommerceNet," said Tony Trenkle, Director, Electronic Services Staff, Social Security Administration. "We believe this partnership will provide us with an opportunity to continue developing services that make it easier for the public to communicate with the Social Security Administration."
CommerceNet brought together more than a dozen industry-leading software suppliers to demonstrate how Internet-based techniques can be used by the Social Security Administration to deliver services to the public. The project integrated a variety of commercial technologies into several solution prototypes that were tested by Social Security Administration personnel in a controlled trial over a six-week period. The results were independently evaluated by KPMG Management Consulting.
Companies participating in the project included BroadVision, Cisco Systems, CosmoCom, Microlog, Microsoft, Nortel Networks/Clarify, Oracle, Quintus, SETECS, Sideware, Siebel Systems, Sybase, Unisys, and Vignette.
"The use of Internet-based technologies will allow each citizen more choice in how they want to receive services from us," said Trenkle. "Implementing next generation technologies will allow us to be more responsive to a growing population who are demanding easier and more convenient access to our services."
As the Baby Boomer generation begins to retire, the number of Americans receiving Social Security services will double, and advanced on-line capabilities will be a vital tool in the Social Security Administration's ability to manage the increased number of transactions it will be processing. In order to meet the expected surge in demand created by the Baby Boomer generation, the Social Security Administration recognized the need to integrate Internet technology that is capable of offering comprehensive customer service options. The Social Security Administration currently handles more than 60 million calls to its 800-telephone number and over 26 million visitors to its 1,300 field offices each year. In the future, these numbers are expected to increase significantly.
About CommerceNet
CommerceNet is a global non-profit organization that has been evolving to meet the needs of companies doing electronic commerce since 1994. This community of influential eCommerce decision-makers is over 600 strong, with a focus on business-to-business eCommerce worldwide. CommerceNet is uniquely poised to not only talk about eCommerce, but to actively work in collaboration with industry executives, academia, entrepreneurs, and investors to promote and advance eCommerce globally. CommerceNet is the source of information, education, research and inspiration for the unfolding eCommerce marketplace. More information about CommerceNet can be found at its web site at www.commerce.net. |
