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Department of Interior will use SOA for a Better Customer Experience

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March 19, 2012

Department of Interior will use SOA for a Better Customer Experience

By Shawn Hebert, TMCnet Contributing Writer


Two government agencies, the U.S. National Park Service and the U.S. Fish and Wildlife Service, are preparing to integrate their six scientific data systems with a Service Oriented Architecture (SOA).


According to the Interior Department's Customer Service Plan, the new web-based sharing system is called the Integrated Resource Management Applications (IRMA), and will allow visitors to pull the latest data, maps and reports available.

SOA allows multiple data systems to share data and information among numerous agencies. The National Park Service solicited feedback from customer and stakeholder groups by asking what the data system requires for them to do their work.

By modernizing its data structure, the National Park Service hopes it will improve management of its current and future information technology investments. The SOA approach to IRMA promises better cost sharing and improved interoperability with other data systems.

Several stand-alone data systems, such as the NPS Use Statistics system, will be integrated with IRMA along with the development of a direct link with the NPS Technical Information Center's “Documentum” data system, allowing searches across both systems, later this fiscal year.

While there are plenty of educational resources available to potential visitors, including printed materials and the www.recreation.gov website, the agency is evaluating a social media plan that will aid in curating information and both establish and maintain communication with its customers.

The U.S. Geological Survey also aims to improve customer feedback and experience by employing a single web statistics provider across the bureau's web presence to check for consistency of data and analytics. The agency looks to increase its response rate to inquiries it receives over a 24-hour period to 90 percent – up slightly from 86 percent – and is evaluating plans to launch a real-time, web-based customer service chat area on its website.




Edited by Braden Becker







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