Government Customer Support Update
for August 2006

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-- COMMUNITY NEWS --

GOVERNMENT SUPPORT SYMPOSIUM NEXT MONTH
I'm very proud to chair this special program which will precede the Help Desk Professionals Conference in San Antonio during late September. For details and registration, see http://www.hthts.com/hdp.htm.

ANNOUNCING GCSC '07
Our sixth annual Government Customer Support Conference program is scheduled for May 7-9, 2007 at the Hilton Alexandria Old Town -- just across the Potomac from Washington, DC. Mark your calendar and watch for details here soon!

CUSTOMER SERVICE WEEK
Plan now to recognize our front line people who serve customers during October 2-6. You’ll find ideas at http://www.csweek.com/customer_service_week.php.

GOV @ HDP
This year's Help Desk Professionals Conference program will feature speakers from a variety of Government agencies. If you're attending, please join me for the session on winning practices in Government and receive a preview copy of my new white paper. The full program and details are linked from http://www.hthts.com/hdp.htm.

THANKS MARK & BILL!
This month's issue is a couple of weeks late due to massive relocations currently underway at our facilities. We may be a little late in September for the same reason. Very special thanks to Bill Haden and Mark Roper in the IT&S group at the NEXRAD Radar Operations Center for helping to get your eletter out in the midst of chaos!

-- CLICK & LEARN! --

LEVEL OF GOVERNMENT NETWORKING
If you’re a Government employee or Government contract employee, CLICK HERE and respond to the following:

  1. At what level of Government do you work (Federal, state, or local)?
  2. Do you want to network with others in customer support at the same level of Government?
Results will be shared in next month's eletter.

-- INFORMATION --

CONSOLIDATION
-- http://www.thinkservice.com/industry-insider/articles/article442.htm

IDENTITY MANAGEMENT
-- http://www.utica.edu/academic/institutes/cimip/

CALL CENTER E-LEARNING
-- http://www.tmcnet.com/call-center/0606/cis-workforce-optimization-0606.htm

WIRELESS INTERNET
-- http://www.w2i.org/

PANDEMIC PLANNING
-- http://www.govexec.com/pdfs/HandbookOPM2ndJuly72006.pdf

PODCASTING
-- http://www.fcw.com/article95176-07-10-06-Print

DIGITAL GOVERNMENT
-- http://govtech.public-cio.com/story.php?id=2006.06.12-99815
-- http://www.govtech.net/magazine/channel_story.php/100280

eRECYCLING
-- http://www.technology.gov/reports.htm

IT SECURITY COMPLIANCE
-- http://www.securitycompliance.com/faqs.html

eGOV
-- http://www.itu.int/wsis/documents/background.asp?lang=en&theme=eg

DATA CENTER STUDIES
-- http://www.pdl.cmu.edu/DCO/

-- REFERENCES --

SELF SERVICE
http://www.rightnow.com/pdf/whitepapers/RN_PR_SelfService_lowres.pdf

FEDERAL IT
http://www.whitehouse.gov/omb/egov/a-2-EAFTF.html

CUSTOMER SUPPORT WHITE PAPERS
http://www.egain.com/best_practices/library.asp

EFFECTIVE CONTACT CENTER SERVICES
http://www.nao.org.uk/publications/nao_reports/05-06/0506941es.pdf

-- OPPORTUNITIES --

CALL CENTER SYSTEMS
Rhonda from the Small Business Administration is seeking government people willing to share their satisfaction with their call center equipment of all types. If you’d like to help her, email me and I’ll get you in touch.

311 EMPLOYMENT
Joe in southeast Florida is looking for a job as a customer service representative in a 311 center. If you have one available, email me and I’ll put you in touch.

BUSINESS INTELLIGENCE STRATEGY
Kim at Medicare is seeking government people interested in exchanging ideas on best use of a data warehouse. If that's you, please let me know.

NETWORK SPECIALISTS NEEDED
The Village of Oak Park, Illinois has a network specialist opening. For details, see
http://www.oak-park.us/Human_Resources/Emplyment_Information.html

ADVISORY BOARD
If you’re a government employee wishing to be considered for next year’s Government Customer Support Conference advisory board, please send me a brief bio and a summary of why you’d like to be considered.

FREE TRACKING SOFTWARE TRIAL
http://www.numarasoftware.com/demo.asp?src=prospectTI7postnote&trm=TI7downpostnews0706

INNOVATION AWARDS
http://www.innovationsaward.harvard.edu/

-- WEBINARS --

WEB SELF SERVICE
-- http://www.egain.com/pages/egain_webinar_06aug_dc.asp?source=Destination_CRM

DISASTER RECOVERY (+ other topics)
-- http://www.eseminarslive.com/category2/0,2287,1552580,00.asp?partnerref=82206Symantec1

-- COMING EVENTS --

CIO Symposium; Coronado, CA; August 20-22
-- http://www.cio.com/conferences/welcome.html?ID=1143

Infrastructure Management World, Scottsdale, September 11-13
-- http://www.imworldusa.com

Enterprise Architecture, Washington, September 11-13
-- http://events.fcw.com/EventOverview.aspx?Event=EA06&NoCache=632864855419194621

Customer Relationship Management Summit, Chicago, September 11-13
-- http://www.gartner.com/2_events/conferences/crf8.jsp

Call Center Exhibition, Seattle, September 11-13
-- http://www.ACCEicmi.com

IT Roadmap, Dallas, September 13
-- http://www.networkworld.com/events/itsem.html?

Performance Measurement for Government, Washington, September 13-15
-- http://www.aliconferences.com/conferences/pm_govt0906/0906.html

Destination CRM, San Jose, September 17-19
-- http://www.destinationCRM2006.com

Web Manager University, Washington, September 19
-- webmanageruniversity@gsa.gov

INTEROP, New York, September 18-22
-- http://www.interop.com/newyork

IT Service Management Forum, Salt Lake City, September 18-23
-- http://www.itsmfevent.com

Help Desk Professionals Conference, San Antonio, September 25-27
-- http://www.hthts.com/hdp.htm

-- GOOD READING --

Techniques for Help Desk and Support Center Consolidation
-- Help Desk Institute, Robert S. Last

-- PARTING THOUGHT --

“Asking good questions is a far more useful skill in today’s world than knowing answers that someone taught you.”
-- Al Siebert in “The Resiliency Advantage”

Best wishes!


-- Last Month's "Click and Learn" Responses --

Key Performance Indicators
Responses were sparse, probably due to summer, so we’ll try this important topic again soon.
Thanks to those who sent responses - I'll keep them for later!




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