Must-know ICT and government terminology

A contact center, also known as a customer interaction center, is a centralised facility used by organisations to manage all customer contact through various communication channels such as telephone, email, live chat, instant messaging, or social media. The primary goal of a contact center is to provide effective and efficient customer support and service by ensuring that customers' inquiries and issues are addressed in a timely and satisfactory manner.

The process of creating, organising, storing, and distributing digital content and knowledge within an organisation. It involves the use of various software tools and technologies to manage content and knowledge resources, including documents, images, videos, audio files, and other types of digital assets.

A person or a company that provides specific services for a fixed duration of time, usually on a project basis. Contractors are typically engaged for their specialised skills and expertise in a particular area such as software development, project management, network administration, or cybersecurity.

The government agencies and departments that are responsible for delivering essential public services to the community. This includes agencies at the federal, state, and local levels that are involved in areas such as health, education, social services, law enforcement, and infrastructure. The core public sector is often distinguished from the wider public sector, which includes government-owned corporations and other entities that may not be directly involved in service delivery.

A government entity responsible for the direct delivery of essential services to the public. These agencies are typically organised around specific policy areas, such as health, education, or social services, and are responsible for implementing government policies in those areas. Core service delivery agencies are distinct from policy or regulatory agencies, which are responsible for setting standards and guidelines for service delivery, but do not directly deliver services themselves.

An assessment of a government entity's creditworthiness. Credit ratings are issued by credit rating agencies such as Standard & Poor's, Moody's, and Fitch Ratings, and are used by investors to evaluate the credit risk of bonds issued by government entities. A higher credit rating indicates that a government entity is more likely to meet its debt obligations, while a lower rating indicates a higher risk of default. Credit ratings are typically used by government entities to help them access financing in the bond market, and can also influence the interest rates they must pay on their debt.

An organisation that is dedicated to the preservation, promotion, and celebration of cultural heritage and artistic expression. Cultural institutions may include museums, galleries, libraries, archives, performance venues, and other similar organisations.

The software solutions that manage an organisation's interactions with its customers and potential customers, as well as track customer cases and resolve issues. These solutions usually include features such as customer profiles, contact details, communication history, and case resolution tracking. Customer Relationship Management (CRM) software is designed to help organisations manage their customer relationships and interactions, including sales, marketing, and customer service. It can be used to track customer interactions across multiple channels, such as email, phone, social media, and website. Case Management software is designed to manage and track customer issues or cases. It provides a platform for customer service representatives to log and resolve customer issues, as well as monitor case status and resolution times. The software can also provide reporting and analytics to help organisations identify trends and improve customer service processes.

The practice of protecting electronic systems, networks, and sensitive information from theft, damage, or unauthorised access, and involves the implementation of various technologies, processes, and procedures to ensure the confidentiality, integrity, and availability of data.

The practice of protecting electronic systems, networks, and sensitive information from theft, damage, or unauthorised access, and involves the implementation of various technologies, processes, and procedures to ensure the confidentiality, integrity, and availability of data.