Knowledge management: A U.S. Social Security Administration case study |
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Institution: | 1. Åbo Akademi University, Geology and Mineralogy, Domkyrkotorget 1, 20500 Åbo, Finland;2. Geological Survey of Finland, PO Box 97, 67101 Kokkola, Finland |
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Abstract: | Knowledge management can be a powerful tool for addressing the “graying of government” and other factors contributing to the loss of expertise in government organizations. This paper presents a case study of knowledge management at the U.S. Social Security Administration and provides recommendations for how knowledge management might better protect valuable knowledge resources. A two-phase study was conducted of the Benefit Rate Increase/Premium Amount Collectible (BRI/PAC), a core process at the U. S. Social Security Administration, where critical knowledge is at risk of being lost. The study suggests that knowledge sharing, training, and the overall development of a working environment conducive to knowledge management promise to enhance performance of the BRI/PAC operation, at SSA. |
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