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Housed within the RAND Homeland Security Research Division, the Homeland Security Operational Analysis Center (HSOAC) supports federal, state, local, tribal, and public- and private-sector organizations that make up the homeland security enterprise.

In this paper we present the Greek Interoperability Center (GIC), which constitutes a common and uniform framework for web services hosting and use. Those web services are either implemented by Ministry of Finance or other Ministries (web service clients). The aim of GIC is to act as a hub for the exchange of business/operational data between Public Sector Agencies but also to establish a uniform way to implement web services (and clients) in terms of security and web service implementation techniques. This was accomplished by implementing an Enterprise Service Bus as well as a number of "horizontal" functionalities named Common Implementation Framework.

WASHINGTON – The Wilson Center is proud to announce the launch of the "Iván Duque Center for Prosperity and Freedom," chaired by the esteemed H.E. Iván Duque Márquez, President of Colombia from 2018 to 2022. This new initiative embodies the Wilson Center's commitment to enhancing the strategic importance of the Western Hemisphere in fostering economic growth and promoting democratic values on a global scale."We are honored to establish the Iván Duque Center for Prosperity and Freedom at the Wilson Center," said Ambassador Mark A. Green, president and CEO of the Wilson Center. "This new Center is a way for us to reaffirm both the importance of the Western Hemisphere in American foreign policy and the promise that democracy and market-centered economics must play in the region's future. From his historic leadership as Colombia's president to his many contributions as a distinguished fellow at the Wilson Center, President Duque has always been an important advocate for prosperity and freedom. This new initiative will serve to take our scholarship to new heights."Under the leadership of President Duque, this pioneering initiative is poised to become a leading source for policy innovation and advocacy in the Americas. It will aim to reinvigorate policy discussions on the essential role the Western Hemisphere plays in the global arena – driving economic prosperity through private enterprise, strategic trade, and investment opportunities."The Iván Duque Center will be a space for the defense of democracy, economic liberty, security, investment and social equity within a market economy as necessary pillars for the construction of collective prosperity in our Hemisphere," President Duque assured.The Iván Duque Center will shine a spotlight on tyrannies in the region committing human rights abuses and atrocities. Furthermore, it will lead efforts to support democratic values, mitigate climate extremes, respond to human displacement, and strengthen supply chains, reinforcing the region's position as a leader in the international community.Notes to editors:The Wilson Center provides a strictly nonpartisan space for the worlds of policymaking and scholarship to interact. By conducting relevant and timely research and promoting dialogue from all perspectives, it works to address the critical current and emerging challenges confronting the United States and the world. -30-

WASHINGTON – The Wilson Center is proud to announce the launch of the "Iván Duque Center for Prosperity and Freedom," chaired by the esteemed H.E. Iván Duque Márquez, President of Colombia from 2018 to 2022. This new initiative embodies the Wilson Center's commitment to enhancing the strategic importance of the Western Hemisphere in fostering economic growth and promoting democratic values on a global scale."We are honored to establish the Iván Duque Center for Prosperity and Freedom at the Wilson Center," said Ambassador Mark A. Green, president and CEO of the Wilson Center. "This new Center is a way for us to reaffirm both the importance of the Western Hemisphere in American foreign policy and the promise that democracy and market-centered economics must play in the region's future. From his historic leadership as Colombia's president to his many contributions as a distinguished fellow at the Wilson Center, President Duque has always been an important advocate for prosperity and freedom. This new initiative will serve to take our scholarship to new heights."Under the leadership of President Duque, this pioneering initiative is poised to become a leading source for policy innovation and advocacy in the Americas. It will aim to reinvigorate policy discussions on the essential role the Western Hemisphere plays in the global arena – driving economic prosperity through private enterprise, strategic trade, and investment opportunities."The Iván Duque Center will be a space for the defense of democracy, economic liberty, security, investment and social equity within a market economy as necessary pillars for the construction of collective prosperity in our Hemisphere," President Duque assured.The Iván Duque Center will shine a spotlight on tyrannies in the region committing human rights abuses and atrocities. Furthermore, it will lead efforts to support democratic values, mitigate climate extremes, respond to human displacement, and strengthen supply chains, reinforcing the region's position as a leader in the international community.Notes to editors:The Wilson Center provides a strictly nonpartisan space for the worlds of policymaking and scholarship to interact. By conducting relevant and timely research and promoting dialogue from all perspectives, it works to address the critical current and emerging challenges confronting the United States and the world. -30-

PurposeThe companies are struggling to collect invoices due to the decrease in the economic growth. This global trend does not only affect undeveloped countries, but it also has a strong impact on the developed countries. Improving the debt collection process become a significant element to maintain financial stability. The institutions that are specialized on collecting payments, debt collection agencies and their call centers, with their expertise in the field can improve the payment process. Yet, managing evaluating the performance of debt collection agencies is a very hard process that involves uncertainty and imprecision. Performance measurement (PM) is a combination of numerically expressed characteristics which give insight about the success or degree of accomplishment of an activity. PM can be handled in various levels such as individual, team, department or company. The aim of this study is to present a systematic and objective PM method for call centers.Design/methodology/approachIn this study, first an exploratory approach is used to understand the call center measurement problem. Several meetings are done with the representatives of both call center firms and the parent firms that outsource debt collection process. Simultaneously, a broad literature review is conducted. An iterative approach is selected to reach deeper knowledge on the process. New meetings are planned and scope of the literature review has changed based on this iterative approach. After these steps, the problem has been considered as the multi-criteria decision-making problem since more than one criteria should be considered for evaluating the performances of call centers. The result of the literature review and the meetings with experts show that defining the weights for the criteria is very crucial for evaluating the performances accurately. Collecting human judgment for defining the weights of call center criteria necessitates dealing with vagueness and uncertainty. The intuitionistic fuzzy sets excellent tools for representing uncertainty. Interval valued intuitionistic fuzzy sets can easily represent the human judgments. Thus, in this study, an intuitionistic fuzzy multi-criteria decision making approach is used to design the proposed methodology. Incomplete interval-valued intuitionistic preference relations are used to determine the weights of the indicators aggregating linguistic evaluations of the decision makers.FindingsThe proposed approach provides an objective calculation of performance measurement. In order to provide objectivity, indicator performance functions are proposed for the first time in this study. Nine different functions and related parameters are defined to objectively measure indicator performances.Originality/valueThe paper proposes an objective and easy-to-modify approach for call-center PM, which can be used by call center managers. It presents a new fuzzy multi-criteria decision-making (MCDM) method for call center performance evaluation, which can consider the multi-experts' judgments under vagueness and impreciseness, which may be conflicting and incomplete interval-valued intuitionistic fuzzy preference relations. Also nine new functions are defined for indicator performance.

"In den letzten Jahren haben sich ForscherInnen aus unterschiedlichen
Richtungen der Industrie-, Arbeits- und Organisationssoziologie für Call
Center interessiert. Der Grund dafür liegt nicht allein darin, dass es sich um
einen schnell expandierenden Bereich der Dienstleistungsarbeit handelt. Es
scheint vielmehr, dass sich in den Call Centern exemplarisch eine Reihe von
Themen und Tendenzen bündelt, die die Arbeit in Dienstleistungs- und
Wissensgesellschaften bestimmen. So sprechen etwa d'Alessio und
Oberbeck (1999, S. 157) vom 'organisatorischen Kristallisationspunkt von
neuen Arbeitsbeziehungen, Beschäftigungsverhältnissen und einer neuen
Dienstleistungskultur'. An den Call Centern 'kristallisieren' auch zentrale Fragen der deutschen
und britischen Industriesoziologie In Großbritannien hat dabei sowohl die
Expansion der Call Center als auch deren Erforschung früher begonnen als
in der Bundesrepublik – angestoßen insbesondere durch die Deregulierungen
und Privatisierungen in den Finanzdienstleistungen in den 80er und 90er
Jahren. Für die deutschsprachige Industriesoziologie ist traditionell die Frage
der Qualifikationsentwicklung leitend (Lane 1992; Brose 1998). Hier stehen
Call Center für eine Rückkehr des Taylorismus, für Dequalifizierung oder
Polarisierung oder für flexible Bewegungen zwischen
Deinstitutionalisierung und betrieblicher Rekonstruktion von Qualifikation.
Die britische labour process debate befasst sich zentral mit Fragen
betrieblicher Herrschaft und Kontrolle. Hier stehen sich materialistische und
'postmoderne', diskursorientierte Sichtweisen gegenüber." (Autorenreferat)