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Tables of Contents for Sending Your Government a Message
Chapter/Section Title
Page #
Page Count
Preface
iii
Figures
ix
Tables
xi
Summary
xiii
Acknowledgments
xxvii
Brevities
xxix
Introduction
1
14
An Unfinished Revolution
4
1
Why E-Mail?
5
4
Why Not E-Mail
9
2
A Special Role for Government?
11
2
The Plan of This Report
13
2
The Medium and the Messages: Noteworthy Features
15
16
Message Types
16
6
Form-Based vs. Free-Form Messages
17
1
Simple vs. Complex Messages
18
1
Features of Complex Form-Based Messages
19
3
Survey of Official State Uses of E-Mail
22
6
Survey Findings
22
2
Electronic Interactions: A Mixed Sampler
24
1
Barriers to Increased Electronic Communications
25
3
Discussion
28
3
Case Study: The Health Care Financing Administration and the Medicare Program
31
28
Communications with Health-Care Providers
32
1
Communications with Medicare Beneficiaries
33
5
Initial Enrollment in the Medicare Program
35
1
Customer Service
36
1
Notices of Claims Processed
37
1
Opportunities of Use E-Mail
38
8
Initial Enrollment in the Medicare Program
39
1
Customer Service
39
6
Notices of Claims Processed
45
1
Implementation Opportunities and Challenges
46
10
Beneficiary Acceptance
48
1
The Problem of Security
49
5
Other Challenges
54
2
A Way Forward
56
3
Case Study: California's Employment Development Department and Its Unemployment Insurance Program
59
36
Study Procedures
60
1
Background and Pressures for Change
61
2
Communications Related to UI Claims
63
3
Opportunities to Use E-Mail
66
19
Ad Hoc Inquiries
67
2
Initial Claims
69
6
Continued Claims
75
5
Nonmonetary Determinations
80
4
E-Mail Opportunities Reviewed
84
1
Implementation Prospects and Challenges
85
10
Technological Constraints
85
1
Security Challenges
86
2
User Issues: Access, Equity, and Acceptability
88
4
Organizational Innovation
92
3
Security and Related Technical Issues
95
24
Need for Secure Communication
96
2
Elements of Secure Communication
98
4
Public Key Encryption and Infrastructure
102
8
Identity vs. Authority
103
2
Who Can Act as Certificate Authorities for Government Agencies?
105
3
One CA or Many?
108
2
Some Security-Related Issues to Be Resolved
110
5
Getting from Here to There
115
4
Citizens, Computers, and Connectivity: A Review of Trends
119
30
Reviewing Current Trends
121
25
Approach to the CPS Data
122
5
Results of Data Analysis
127
19
Conclusions
146
3
Conclusions, Observations, and Recommendations
149
44
The Case for E-Mail
149
3
Some Operational Concerns
152
11
Cost
152
2
Security
154
2
Free-Form E-Mail
156
1
Information Architectures to Support E-Mail Communication
157
2
Archives and Audit Trails
159
1
Managing User Expectations
160
1
Junk E-Mail and ``Spamming''
161
2
Reaching the ``Unwired''
163
6
Expanding Internet Access
164
1
A Default Internet Service Provider?
165
1
E-Mail Addresses for All: A New Role for the Postal Service?
166
3
Government's Role
169
8
Appendix
A. Additional Information on Citizens, Computers, and Connectivity
177
12
B. Where to Contact the Government
189
4
References
193