The Federal Government’s 21st Century Solution for Intelligent, Cloud-Based, Virtual Customer Service  

1. FEDMAS
The Federal Government’s 21st Century Solution for Intelligent,
Cloud-Based, Virtual Customer Service
CITIZENS
INTERNET
• Your Personal Assistant
does all the work for you
• Assign tasks to your
Personal Assistant when its
convenient for you
• Real-time updates/alerts
• No phone calls; No
waiting; no hassles
• Saves you time and money
• Routine transactions are
executed quickly
• Access all government
services via computer or
web-enabled mobile device
• Web 2.0/3.0 technologies
• Secure environment
• Cloud-Based
• E-Commerce ready
• Available anytime,
anywhere - simultaneously
FEDERAL
AGENCIES
• Provide Virtual Customer
Service (E-Government)
• Multi-Agent- System
manned by Intelligent
Agents
• Human customer service
representatives act as
facilitators
• Increases efficiency
• Reduces costs

2. Day 0
•John Q must e‐file his taxes, apply for a passport, and obtain a copy of his medical
records
•John sits down at his computer where he is greeted by his Personal Assistant (PA)
•John directs his PA to coordinate visits at IRSMAS, StateMAS, and HHSMAS
•John records audio and video requesting assistance for each transaction
•John uploads the required tax forms, the passport application, and he authorizes his
PA to pay the passport application fees and e‐filing fees via credit card
•John departs for work
•John’s PA coordinates, interfaces, and assigns specific tasks to Taskbots (JQBot1,
JQBot2, and JQBot3)
JQBot1
Identity Confirmed.
Access Granted.
Passport
Applications
Country
Reports
Day 1
PA launches the Taskbots to IRSMAS, StateMAS, and MEDMAS
TaskBot
Internet
StateMAS
•JQBot1 interacts with Statebot; provides secure identification/authentification;
submits passport application; pays passport application fee;
•Statebot confirms payment and receipt of passport application
•JQBot1 sends email/text to John’s smartphone “passport application received;
payment confirmed; delivery in 4 weeks.”
Personal Assistant
Human
Facilitator
StateBots
Help
STATEMAS
Human
Facilitator
MedBots
JQBot3
Identity Confirmed.
Access Granted.
Customer
Service
Medical
Records
Research
Citizen
Day 2
•John returns from work and sits down at his computer, where he is greeted by his
PA
•John’s PA says:
• “Passport application submitted; delivery in 4 weeks,”
• “E‐file taxes ‐ action required: E‐file documentation is incomplete – update and
return for processing.”
• “Medical records cannot be found – you have a telephone appointment
tomorrow at 2pm to discuss the status of your medical records.”
•John uploads his updated tax documentation and assigns a follow‐up task to his PA
•At 2pm, John’s smartphone rings – a customer service representative from the
Department of Health and Human Services informs him that his medical records have
been found and have been provided to JQBot3
Results
•John virtually applied for a passport, e‐filed his taxes, and
received an electronic copy of his medical records
•No waiting, Immediate feedback/problem resolution,
•All transactions were completed through the web; all
transactions were completed by intelligent agents and all
transactions were conducted in a secure environment
HHSMAS
•JQBot3 connects with MedBot; provides secure identification/authentification;
submits request for an e‐copy of medical records; MedBot transmits, “Medical
Records Not Found – customer service representative will call at 2pm tomorrow,” to
JQBot3. JQBot3 sends email/text to John’s smartphone, “Telephone appointment
2pm tomorrow to discuss the status of your medical records.”
Help
HHSMAS
Human
Facilitator
TaxBots
Identity Confirmed.
Access Granted.
Customer
Service
JQBot2
Audits
E‐File
IRSMAS
•JQBot2 connects with TaxBot; provides secure identification/authentification;
submits e‐file tax documents; “Problem ‐ Incomplete Documentation”; TaxBot
transmits “how‐to fix” information to JQBot2; JQBot2 sends email/text to John’s
smartphone “Action Required – E‐file documentation is incomplete – update and
return for processing.”
Help
IRSMAS
Customer
Service