• Front Matter R1-R12

• Executive Summary 1-12

• 1. Introduction 13-18

• 2. Promulgating a Vision 19-26

• 3. Serving the Public 27-34

• 4. Structuring the Organization 35-48

• 5. Developing the Work Force 49-56

• 6. Managing the Technology 57-68

• Appendix A: Work Statement Phase B 69-72

• Appendix B: Letter Report to Gwendolyn S. King 73-80

• Appendix C: List of Presentations to the Committee on Review of SSA's Systems Modernization Plan and Agency Strategic Plan 81-86

• Appendix D: SSA's Major Services 87-98

• Appendix E: Glossary 99-100

" 4. Structuring the Organization ." Elements of Systems Modernization for the Social Security Administration . Washington, DC: The National Academies Press, 1991 .

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