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INDUSTRY SOLUTIONS | GOVERNMENT
"Government’s ability to improve service delivery
to other governments, employees, citizens and businesses
is directly attached to government’s ability to effectively
collaborate across organization, process and IT systems.”
 [ IBM Institute for Business Value ]
Expertise Location Opportunities in the Public Sector
In considering expertise location applications, it is helpful to identify the agencies which interact with one another to make a particular process effective. This analysis often identifies opportunities to build collaborative relationships between individuals or organizations, that have never before been directly linked, or to improve existing relationships. The ability to systematically and intelligently mediate collaboration across organizations and functions, can have tremendous impact on responsiveness, effectiveness, and productivity. This is the transformational power of expertise location.
IBM’s analysis of the public sector reveals one common denominator in the wide range of federal agency missions and services. Most agencies manage “case work” in their conduct of government to citizen (G2C) and government to business (G2B) services. Several examples:
• IRS – tax returns for individuals, corporations or non-profit entities.
• Treasury – financial transactions under scrutiny for violations.
• Homeland Security – citizenship applications and immigration services.
There are other case management examples in government to government (G2G) and government to federal employee (G2E) initiatives:
• Defense – minimizing the downtime from repairs to military aircraft around the world.
• Advanced IT support for federal IT systems, as consolidation strategies are pursued.
• Training programs for individual employees.
• Capture and knowledge preservation in the case work of retiring federal workers.
XpertSHARE helps manage and mediate government case work:
1) Improved case management on an individual transaction basis to accelerate results.
2) Links to other processing systems to expedite post- session actions.
3) Real-time collection and aggregation of transaction data – business intelligence for strategic and tactical business improvement. Archived sessions can be reviewed to retrieve valuable tacit knowledge as well as used for legal and compliance purposes.
| For XpertSHARE™ - Government Case Work Value Proposition PDF |
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