Knowledge Management: A Case Study of the U.S. Social Security Administration

Knowledge management can be a powerful tool for addressing the “graying of government” and other factors contributing to the loss of expertise in government organizations. This paper presents a case study of knowledge management at the U.S. Social Security Administration and provides recommendations for how knowledge management might better protect valuable knowledge resources.A two-phase study was conducted of the Benefit Rate Increase/Premium Amount Collectible(BRI/PAC), a core process at the U. S. Social Security Administration, where critical knowledge is at risk of being lost. The study suggests that knowledge sharing, training, and the overall development of a working environment conducive to knowledge management promise to enhance performance of the BRI/PAC operation, at SSA. © 2001 Elsevier Science Inc. All rights reserved.In its broadest sense, knowledge management (KM) is the ability to leverage intellectualcapital (knowledge) for achieving organizational goals. Organizations are realizing that their truestrength lies in the intellectual capital of their employees.