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GCSC '07 Program
Nominations for this year’s Government Customer Support Excellence Awards close on the 15th of this month. See
Our sixth annual program features customer support case studies from NASA, District of Columbia, Department of Agriculture,
IRS, FEMA, NEXRAD, Miami-Dade, and the Navy, as well as sessions from industry experts on the following aspects of public sector
customer support: increasing productivity, rewards and motivation, outsourcing, voice over IP, IT infrastructure library, leading
a multigenerational workforce, work-at-home agents, managing people in change, agent e-learning, and staffing/scheduling. In addition,
we have a winner spotlight session from last year's overall excellence award winner, Government case studies from RightNow and Oracle,
the sixth annual Government Customer Support Awards ceremony, a panel discussion on making the business case for customer support
initiatives, and a special bonus tour of the District of Columbia's new consolidated center for citizen information and emergency
and join me in DC in early May!
Networking by Type of Operation
If you’re a Government employee or Government contract employee, CLICK HERE
and respond to the following:
Results will be shared next month at the end of this eletter.
- What type of operation do you work in (help desk, call center, web portal, other [please specify])?
- Do you want to network by email with others in Government in the same type of customer support operation?
- What is the biggest challenge today in your customer support operation?
Federal Contact Centers
Captioned Telephone Service
State Health IT
Mobile Mass Notification
Critical IT Infrastructure
Skills of the Future
Information Security Handbook
On Line Health Searches
On Line Voting
We have room for one more Government help desk panelist on implementing ITIL at Government Customer Support Conference 2007 in early May. Email me if
you're interested and have experience to share.
Excellence.gov Award Nominations - CLOSE 12/8
PISTA Speaker Call
Digital Cities, Philadelphia, December 5-6
Employment of Persons with Disabilities, Washington, December 6-8
Customer Satisfaction Annual Results, Washington, December 15
CES Government, Las Vegas, January 10-11
Call Center Summit, Atlanta, January 22-25
Internet Telephony, Ft. Lauderdale, January 23-26
“I can’t understand why people are frightened of new ideas. I’m frightened of old ones.”
-- John Cage
Customer Relationship Management
Responses represent Federal and local levels, and indicate that use of automated CRM is still pretty scarce in our sector. My favorite definition
of CRM from those shared was, "comprehensive customer contact coordination." Those who responded and asked to network on this topic will be put in
touch. Thanks to those of you who responded!