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Public Sector Cloud Computing Case Study: Online Answers Knowledgebase (SOASK)
Helping the public easily and efficiently find answers to questions through cloud-based knowledge management and CRM tools
Vivek Kundra, U.S. Chief Information Officer
The Social Security Administration (SSA) handles millions of questions and inquiries from citizens every year. For example, inquirers want to know what they can do online, or how to get a social security number, file for benefits, locate a field office, get a retirement estimate, or request a proof of income letter. In order to provide the public with a convenient means to answer to their questions, anytime and anywhere Internet access is available, the agency provides an online database of Frequently Asked Questions.
The SSA is leveraging a cloud-based solution from RightNow Technologies to provide this service. Visitors to socialsecurity.gov can search for answers by category, keyword or phrase, which helps them quickly find the information they are looking for. Over a thousand questions and answers are included in the knowledge base. SSA keeps the information contained in the knowledgebase up-to-date and relevant, eliminating the need to call or visit SSA for basic information.
In 2009, the number of answers provided through SSA’s Frequently Asked Questions grew to over 34 million. Given current agency staffing levels, it would not have been possible for office staff and 800-number agents to answer even 10 percent of these additional inquiries. By contrast, the Internet solution is highly scalable, allowing SSA to meet increasing demand for online information without impacting service in the office and on the phone.
