TAILIEUCHUNG - Social Security Administration Electronic Service Provision A STRATEGIC ASSESSMENT

The use of the Internet (and other information technology) among the general population has resulted in a rising level of comfort and familiarity with these technologies. Businesses such as retailers, banks, and investment companies have been shifting more of their operations online, seeking to meet customer demand while reducing costs. Many businesses offer customer services online (these electronic services are often called e-business), often 24 hours a day, 7 days a week. The public sector has also embraced these technologies, although their adoption in the public sector often lags that of the private sector’s more aggressive e-businessadopters. Much like the case in the private sector, governments’ basic goals for such automation. | Electronic Service A STRATEGIC ASSESSMENT Wli NATIONAL RESEARCH COUNCIL OF THE NATIONAL ACADEMES Social Security Administration Electronic Service Provision A STRATEGIC ASSESSMENT Leon J. Osterweil Lynette I. Millett and Joan D. Winston Editors Committee on the Social Security Administration s E-Government Strategy and Planning for the Future Computer Science and Telecommunications Board Division on Engineering and Physical Sciences NATIONAL RESEARCH COUNCIL OF THE NATIONAL ACADEMIES THE NATIONAL ACADEMIES PRESS Washington . THE NATIONAL ACADEMIES PRESS 500 Fifth Street . Washington DC 20001 NOTICE The project that is the subject of this report was approved by the Governing Board of the National Research Council whose members are drawn from the councils of the National Academy of Sciences the National Academy of Engineering and the Institute of Medicine. The members of the committee responsible for the report were chosen for their special competences and with regard for appropriate balance. Support for this project was provided by the Social Security Administration with assistance from the National Science Foundation under Grant No. CNS-0344585. Any opinions findings conclusions or recommendations expressed in this publication are those of the authors and do not necessarily reflect the views of the organizations or agencies that provided support for the project. International Standard Book Number-13 978-0-309-10393-0 International Standard Book Number-10 0-309-10393-2 Additional copies of this report are available from The National Academies Press 500 Fifth Street . Lockbox 285 Washington DC 20055 800 624-6242 202 334-3313 in the Washington metropolitan area http Copyright 2007 by the National Academy of Sciences. All rights reserved. Printed in the United States of .

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