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Customer Service Glossary

Name Description
ICC International Chamber of Commerce.ICC is the world business organization, the only
ICTInformation and communication technology, see _ information technology, _ communication technology.
IDA Interchange of Data between Administrations. IDA is a European Commission drivenstrategic initiative using advances in information and
Image mapsImage maps are graphics (e.g. maps) that consist of selectable regions that have links assigned to them. Whilst server-side image maps can only be selected with the mouse, client-side image maps can also be controlled by the tab key and thus are accessibl
IMPLEMENTATIONthe mechanism that (supposedly) realises the specified
implying intentDeclaration through logical action, not expressly, e.g. accepting the terms of use by clicking on the next offer.
INFORMATION AND COMMUNICATION TECHNOLOGIES - ICTthe application of
Information ArchitectureThe development and categorization of Web site content so it can be easily accessed by users.
Information technology (IT)Technical equipment to process information, also e.g. computers, data networks, background systems, (...). Formerly also called data processing technology (DP technology). The definition in the Act for the establishment of the BSI is somewhat broader: all
INFOSOC DGInformation Society, the Directorate General of the
INTEGRITYthe property that an object meets an established set of
Integrity( _ IT security objective) Intactness of information and data. In electronic communications, this means that the data has not been modified during transfer.
INTERACTIONa two-way exchange of information or transaction.
INTERACTIVITYthe extent to which someone can provide information to
InternetGlobal computer network (“network of networks”) based on the TCP/IP transmission standard ( _ protocol). The internet operates independently of platform and operating system. It includes the World Wide Web ( _ WWW) and _ e-mail.
INTERNET PROTOCOLIP the rules governing how computers on the Internet
Internet shop_ Web shop
Internet-capable_Defined in Section 1.3.
Internet-Relay-ChatSimultaneous communication on the internet by applying the corresponding computer programmes (IRC Client). Communication is conducted in text lines on the computer screen.
InteroperabilityCapability of IT systems and applications to communicate with each other across platforms.
INTRANETSa network linking computers within a given organisation,
IT Baseline Protection ManualThe IT Baseline Protection Manual provides a detailed description of standard security measures that should be implemented on all IT systems. Among other things, it presents the threat scenario that is assumed to exist across the board, together with an e
IT securitySynonym for security in information technology. It refers to the observance of certain security standards relating to the availability, integrity and confidentiality of information by means of security mechanisms 1. in information technology systems or co
IT security conceptSelection and combination of measures designed to ensure the security of IT assets. It may be derived from a risk analysis or determined on the basis of an across-the-board consideration of the risks, using the methods set out in the _ IT Baseline Protect
IT security objectivesE-government primarily focuses on the IT security objectives of _ confidentiality, _ authenticity, _ integrity, _ non-repudiation (binding force) and _ availability.
IT security officerThe person in a public agency who co-ordinates the implementation of measures designed to ensure IT security.
iGovernmentA platform for delivering government services through non-governmental channels. Example: Utah's On the Spot service allows merchants like Jiffy Lube to renew vehicle registrations in real time so citizens can now drive away with a new license plate t
IdentificationIdentification (biometrics, digital identity) is the process of providing the essentials of a persons (digital) identity (name, biometric characteristics such as fingerprint, iris scan, DNA, etc.). Depending on the process and service, different qualities
Identity ManagementIdentity management is the process of managing, providing and using identities, especially digital identities. It enables a user to use different identities based on the circumstances and requirements of an electronic process (Identification). Systems use
InclusionInclusion, socio-economic, also referred to as simply social inclusion, is a reactive concept that cannot be defined without first defining its opposite, namely social exclusion. Social exclusion is used to generally indicate processes and structural arra
Information and Communication TechnologyInformation and Communication Technology (ICT) is the collective term for all technical processes and devices for electronic data processing and for the support of communication over electronic media. ICT extends the term Information Technology (IT) to in
Information ArchitectureInformation architecture is a component of an organisations enterprise architecture and refers to a snapshot of an organisations systems and information landscape. Thereby the interdependencies and information flows among system components, and the interf
Information OverloadInformation Overload describes the circumstance where too much information is available and provided, and due to this overload, the right information cannot be identified and/or accessed quickly any more.
Information SocietyInformation Society describes an economic system and a form of society which is heavily influenced by, and based on information and communication technology (ICT). The attaining, storing, processing, spreading and use of information and knowledge plays an
Information TechnologyInformation Technology (IT) is the collective term for all technical processes and devices for automatic electronic data processing. It used to be called data processing or electronic data processing (EDP).
Intelligent AgentsIntelligent Agents are pieces of software, which assist users in a wide range of applications by acting independently, and in the background, to perform computer-related tasks. A personalised daily news ticker can be seen as a simple example of an intelli
Internet ForumAn Internet Forum is a discussion platform or forum for a specific field of interest, which is available over the Internet and where users can share different opinions and arguments on topics in open or closed groups. Examples of Internet Forums include m
InteroperabilityInteroperability (organisational, semantic, and technical) in the public sector refers to a smooth interaction of heterogeneous systems, independent organisations and people, and different information with no need to develop specific point-to-point interf
IssueIssues [in eGovRTD2020] are aspects/elements in a scenario. A scenario combines various issues of a future vision of eGovernment. An issue can be either a dimension or topic of interest.