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AIMD-95-67R 1 (1995-01-06)

handle is hein.gao/gaobacksn0001 and id is 1 raw text is: GAO United States General Accounting Office Washington, D.C. 20548 Accounting and Information Management Division B-259670 January 6, 1995 The Honorable William V. Roth, Jr. Chairman, Committee on Governmental Affairs United States Senate Dear Mr. Chairman: Federal agencies, seeking to reduce the cost of government services and increase customer satisfaction, are attempting to capitalize on the opportunities offered by today's information technology. Our review of leading organizations indicates that accomplishing such significant improvements in performance nearly always requires that critical work processes be streamlined or redesigned in conjunction with the application of information technology.' Information technology projects that do not consider business process redesign may fail or reach only a fraction of their potential. Our reviews of major system modernization efforts across the government, however, have shown that many federal agencies are still automating existing ways of doing business. This results in the expenditure of millions of dollars with little or no benefit and lost opportunities to fundamentally improve government performance and public satisfaction. I This letter responds to your request for examples of agencies that have had difficulties in applying information technology to their programs. These examples were drawn from several GAO reports that illustrate the seriousness of this problem across government. 'Our report Executive Guide: Improving Mission Performance Through Strategic Information Management and Technology-- Learning From Leading Organizations (GAO/AIMD-94-115, May 1994), which was released at a Senate Committee on Governmental Affairs hearing on May 19, 1994, described various management techniques that federal managers can use to help solve their complex information management problems. Reengineering: Opportunities to Improve GAO/AIMD-95-67R

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