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Search Tags: Carolyn Colvin
The Internal Revenue Service and the Social Security Administration — two of the largest federal agencies with very public missions — are taking divergent paths when it comes to dealing with the automatic, across-the-board budget cuts known as sequestration. IRS says it is planning for five to seven furloughs days, while SSA says it hopes to forego furloughs through alternative savings.
For government agencies already striving to do more with less, demands to improve customer service present a complex challenge to staff, systems, and technology which may already be pressed to the limit. In addition to federal mandates, such as President Obama's Executive Order 13571 to streamline service delivery and to improve customer service, many citizens now expect to interact with government using new self-service, web-based interfaces, which can be difficult to support on the aging technological infrastructures in many government agencies. And in times of economic downturn, citizens' need for responsive government services rise sharply as pressure on agencies' customer service operations increase—from the top down and the grassroots up.
Todd Ramsey of IBM and Jonathan Breul, executive director of the IBM Center for the Business of Government, offer the contractor's point of view on acquisition. Carolyn Colvin of the Social Security Administration details a new program to help veterans apply for disability. Roy Smith of ITG discusses the Rapid Acquisition Program.
The Social Security Administration's process for citizens to file claims can create just as much wasteful spending as intentional fraud.