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Very Special Keynote!
I am extremely honored to welcome United States Representative Henry Cuellar, sponsor of the Federal
Customer Service Enhancement Act, as our special invited keynote speaker at Government Customer Support
Conference 2008 in April. Representative Cuellar’s topic will be, “Tomorrow’s Government Customer
Service." Welcome Congressman!
GCSEA Finalists for 2008
Congratulations to the following finalists for this year's seventh annual Government Customer Support
Excellence Awards. Winners will be announced at GCS '08 in Alexandria on April 28th.
Teamwork Category
- EPA Call Center
- IRS Employee Resource Center
- New Hampshire Information Technology Help Desk Services
Technical Excellence Category
- FAA Logistics Center -- Customer Care Center
- Navy Defense Messaging Service Consolidated Help Desk
- U. S. Army Information Technology Agency Consolidated Customer Service Center
Customer Focus Category
- City of Norwalk, Connecticut IT Department
- UWC Keyport Navy Marine Corps Intranet Transition Team
- USA Services eGov Initiative
Overall Excellence Category
- EPA Call Center
- IRS Employee Resource Center
- U. S. Army Information Technology Agency Consolidated Customer Service Center
Networking Outings in DC
Two Cgov networking activities are scheduled in conjunction with Government Customer Support
Conference 2008 in Alexandria. Both are excellent opportunities to network with others while
enjoying the splendid sights of Washington. You don’t have to attend the conference to participate.
Reservations well in advance are highly recommended for both.
Monuments by Moonlight Tour
We’ll gather at the conference hotel on Monday evening, April 28 and travel as a group via Metro to
Union Station for dinner (lots of choices) before the tour departs. Following the tour, we’ll return
to the hotel as a group. Details and discounted tickets are available at www.trustedtours.com [click
links for “Washington DC” and then “Monuments by Moonlight”]. Discounted tickets can be purchased at
the web site now, but you’ll need to make reservations for the specific tour date (April 28) beginning
March 1 at 202-832-9800. Vickie will be glad to take your questions at 800-213-2474.
Potomac Dinner Cruise
Our dinner cruise gathering aboard Nina’s Dandy on the Potomac is set for Tuesday evening, April 29.
The boat will depart from Alexandria near the GCS site. Full cruise information and pricing is at
http://www.dandydinnerboat.com/boats.htm.
Only those who register and pay in advance and mention “Cgov” can be seated with the group. For
reservations, call 202-832-9800.
Caution on Phone Acronyms
Judie at the Department of Labor advises that the new PDA phones do not show letters for each number
on the key pad, so those users can’t dial telephone numbers comprised of acronyms. If you’re listing
or publicizing only these, you may wish to also include the telephone number expressed as pure digits.
Thanks Judie!
See You @ HDI
If you’re attending the Help Desk Institute’s Conference next month, plan to join me on Wednesday morning
for Session 803 on elevations and let me know ASAP if you’re interested in joining a networking dinner
outing for Government attendees.
Conference Lodging
Government Customer Support Conference: Limited rooms at the published Government rate are available at
the conference hotel:
http://www.hilton.com/en/hi/groups/personalized/DCAOTHF-AGC-20080426/index.jhtml
HDI Conference
Rooms at the published Government rate are available nearby:
http://www1.hilton.com/en_US/hi/hotel
http://homewoodsuites1.hilton.com/en_US/hw/hotel
Segmentation of Government Services
-- http://www.usaservices.gov/aboutus/CustomerSegmentation.doc
Customer Second Life
-- http://www.customerthink.com/article/your_customers_are_flocking_second_life
vGov
-- http://southasia.oneworld.net/article/view/156690/1
Post-Call Surveys
-- http://rs6.net
Hosted Software
-- http://www.govexec.com/story_page.cfm?articleid=39051&dcn=e_tma
Privacy
-- http://www.washingtonpost.com/wp-dyn/content/article/2008/01/01/AR2008010102334.html
Email Records
-- http://www.governing.com/articles/1email.htm
Green IT
-- http://akamai.infoworld.com/pdf/whitepaper/Top_10_Reasons.pdf
Mitigating Attrition
-- http://www.govtech.com/gt/articles/157293
Federal Customer Service Enhancement Act Update
-- http://www.govexec.com/story_page.cfm?articleid=39079&dcn=e_gvet
How Citizens Search
-- http://www.pewtrusts.org/uploadedFiles/wwwpewtrustsorg/Reports
Blogging
-- http://www.businessofgovernment.org/pdfs/WyldReportBlog.pdf
Multilingual Translations
-- http://langtech.jrc.it/DGT-TM.html
Presenter Call
Knowledge Management – Closes February 5
-- http://www.e-gov.com/event_planning/cfp.asp?Conference=178
Green Data Centers -- February 12
-- https://event.on24.com/eventRegistration/EventLobbyServlet
The Best Service is No Service -- February 13
-- http://hthts.com
Citizen Service Award Nominations
Closes February 15
-- http://www.usaservices.gov/aboutus/citizen_service_award.php
Knowledge Management Research Opening
Hong Kong – Closes February 15
-- http://www.polyu.edu.hk/hro/postspec/96189.pdf
Customer Satisfaction Study
It’s last call to participate in a survey of government employees responsible for implementing customer
satisfaction programs. To do so, email me ASAP. Results will be shared with participants.
IT Salary Survey
Results shared with participants
-- http://proj.cicresearch.com/survey/intweb.dll/project/web08/proj08766
Social Media for Internal Communications
San Francisco, February 4-7
-- http://www.aliconferences.com/conf/social_media_intcomm0208/index.htm
Lean Six Sigma
Washington, February 11-12
-- http://www.potomacforum.org/?view=220
Call Center Conference
Miami, February 13-15
-- http://www.callcenterdemo.com/index.jhtml?CID=EM08
Geographic Information Systems
Washington, February 20-22
-- http://www.esri.com/events/feduc/index.html
Knowledge-Centered Support
Sydney, February 21
-- http://www.servicestrategies.com/emails/Sydney08_workshop.html
Content and Information Management
Boston, March 3-6
-- http://www.aiimexpo.com
9-1-1 Awards Gala
Washington, March 4
-- http://www.e911institute.org
Help Desk Institute
Dallas, March 9-12
-- http://www.ThinkHDI.com/HDI2008
Voice Search
San Diego, March 10-12
-- http://www.voicesearchconference.com
Internal Communications in Government
Washington, March 17-20
-- http://www.aliconferences.com/conf/internal_comm_gov0308/index.htm
VoiceCon
Orlando, March 17-20
-- http://www.voicecon.com/orlando/?priorityCode=CMDBVC17
IPv6 Networking
Washington, February 20-22
-- http://www.digitalgovernment.com/Agenda
Government Customer Support
DC Area, April 28-30
Registration discounts end 3/15
-- http://www.hthts.com/gcs.htm
Networking Monument Tour
Washington, April 28
-- EMail Daryl.L.Covey@noaa.gov
Networking Dinner Cruise
DC Area, April 29
-- EMail Daryl.L.Covey@noaa.gov
A Look Ahead @ ‘08
http://www.deloitte.com/dtt/cda/doc/content/us_2008CrossIndustryOutlook_government.pdf
Government’s Customer Service
http://www.sideroad.com/cs/column20.html
“We must acknowledge that no one can take the place of end users in telling us
how they like to be served and what makes for a positive experience.”
-- Nava Shaked
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