1 | 2 | 3		Project: Ask the Expert Client: GSA
	Solution Summary In 2001, 3H implemented an online database-driven Q & A forum, Ask The Expert, which allows customers to post their questions, and e-mail their comments and concerns. The forum is a wizard-like application that guides users towards expert forum, allows them to ask questions with an automated email tickler sent to the appropriate expert. Due to the diversity of requirements, and to satisfy the growing need for this kind of application, it exists in a variety of formats.

CHALLENGE
In the atmosphere of growing openness and public awareness of the current issues, GSA identified the need to have a centralized online application geared towards certain groups of customers. The application would offer the customers an opportunity to express their opinion, input their suggestions, and receive feedback on a variety of GSA services, in order to improve the business process.

The purpose of the application was to:

• Enhance collaboration within a group
• Make each group more easily accessible to discuss issues
• Enhance collaboration between different groups nationwide

SOLUTION
3H developed an online database-driven Q&A Forum, "Ask The Expert", which allows customers to post their questions and send their comments and concerns via e-mail. The Forum is located on an Intranet server, restricted only to the GSA personnel access.

3H team built a wizard-like application that guides users towards the appropriate expert forum. It then allows users to ask questions on the forum with an automated email tickler sent to the appropriate expert. The administrator can then choose one of these options:

1. Respond via email
2. Post Q and A and respond by email
3. Post Q and A

Due to diversity of requirements, and to satisfy the growing need for this kind of application, it exists in a variety of formats, in order to accommodate the opinion exchange and efficient feedback for different groups of users, and for different purposes.

FUNCTIONAL CAPABILITIES:

1. GSA personnel can submit questions online with the option of entering their names and e-mail addresses, or remaining anonymous.All questions are categorized under major headlines defined by the application administrator.
2. All questions are categorized under major headlines, defined by the application administrator.
3. The application administrator can review the submitted questions and choose one of the following options:
   1. Respond to the employee via email
   2. Post question online
   3. Both of the above
4. GSA personnel can view unanswered questions and answers submitted, as well as receive answers via e-mail.