Implement an integrated one-stop government services kiosk. ) The Customer Service Improvement Team should coordinate the development and implementation of a one-stop government services kiosk. The SSA-USPS-VA initiative should be used as a model, and as a likely candidate for further development and expansion by additional agencies. It should develop a preliminary implementation plan by November 1994. This plan should identify appropriate agencies and customer services to be included, and timetables for nationwide expansion. The locations of kiosk-based access points to federal government services must be numerous and nationwide in order to facilitate customer access to information and services. Existing agency kiosk systems will need to be examined for the feasibility of upgrading them to include the services of the one-stop government services kiosk. The kiosk concept is proving itself viable in delivering fast and efficient government services to the public. However, before it is used to collect and deliver sensitive information such as financial data, critical issues including user authorization, privacy, and network security must be addressed.[12] Access to services through the electronic kiosk could be controlled in the same manner as access to ATMs. A kiosk access card could be used to access personal information in government files, including Social Security account balances and security background information reports. More general access could be provided without restriction for information on federal programs and to government yellow and white pages directories. The functionality of a kiosk access card could also be expanded through smart card technology. Smart cards could be used for additional purposes such as storing and distributing data. This card could then be used for electronic transfer of funds or to allow the user to receive federal, state, and local benefits. Endnotes 12. See IT-10: Develop Systems and Mechanisms to Ensure Privacy and Security.
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