7 Building a Knowledge Management Infrastructure

Social Security Administration

Paul Thompson

John Salamone

The Social Security Administration (SSA) is consistently ranked by its employees among the top 10 “Best Places to Work” in the federal government, an annual survey conducted by the Partnership for Public Service. The public likes SSA, too, ranking it near the very top among federal agencies for customer service in a 2011 survey conducted for the government IT community. If you’ve tried to access your earnings record on the SSA website recently and discovered how easy it has become, you will probably agree.

Successful agencies get that way and stay that way because they’re always striving to get better at something, and SSA is no exception. ...

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