Edgesource Knowledge Management

The Foreign Service environment requires personnel to move frequently from one post or assignment to another, essentially maintaining a sense of transition at all times. As people move, critical knowledge of post operations, decisions and institutional history can be lost, resulting in duplication at best, and failure of programs or a breakdown in diplomatic relationships, as a worst-case possible outcome. Having reliable knowledge management systems has always been a solution to this problem, yet the technology and the vision were often missing in the creation and implementation of such systems. Recognizing this Departmental challenge, Edgesource has become a major player in assisting the Department of State develop, deploy and manage multiple knowledge management and information sharing portals used globally by DoS employees, contractors and partners. Edgesource manages over 40 highly visible knowledgebase.net portals including Ask Admin, GFS Knowledgebase and Ask HR (recently featured in State Magazine). These knowledge databases serve employees globally, every day, bringing relevant, timely and validated information to the desktops of Department personnel. Ask HR, an outgrowth of Ask Admin, has become a critical tool in the development and deployment of the HR Shared Services new initiative. It provides a combination of federal government and Department specific Human Resources (HR) information, validated and verified by DoS HR experts. In 2008, these knowledgebase portals had over 7.9 million page views and over 19 million hits requested from 51,000+ unique visitors. The increase in use and popularity through the Departments represents a 50% increase in viewership from the previous year. Through its hosting, enhancement and daily maintenance, Edgesource provides the Department with some of its most valuable information sharing tools that have become an integral part of daily operations for thousands in the Department.