Government Customer Support Update
for January 2008

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Happy New Year!

-- COMMUNITY NEWS --

2008 GCSEAs
We have an impressive group of 30 nominations for the seventh annual Government Customer Support Excellence Awards. Our finalists will be announced here next month and winners will be announced on April 28th at GCSC ’08 in Alexandria. Thanks and good luck to all nominees!

Cruisin’ in April
Watch for information here next month on a Potomac River networking dinner cruise Monday evening, April 28th. It will depart from Alexandria near the GCSC ’08 site and is open to all who are interested in networking with others on Government customer support, regardless of whether they attend the conference. I hope you can join us!

We Want to Visit You!
We’re still taking expressions of interest to host some of our GCSC ’08 attendees for a briefing and tour of a government customer support center in the DC area on Wednesday afternoon, April 30, 2008. Format, duration, and group size will be set by the host, with preference given to sites accessible via public transportation. If your support center is interested, please email me.


-- INFORMATION --

Typo Squatting
-- http://www.govtech.com/gt/articles/208732

Cell Phone Use
-- http://money.cnn.com/2007/12/18/technology/cell_phone.ap/index.htm?cnn=yes

Speech Analytics
-- http://callminer.com/files/Speech%20Analytics%20Is%20Not%20A%20Luxury-Research%20Report.pdf

Agent Staffing
-- http://www.nxtbook.com/nxtbooks/cmp/cmi_200712/index.php?startpage=15
-- http://www.nxtbook.com/nxtbooks/cmp/cmi_200712/index.php?startpage=39

Web Searchability
-- http://www.govexec.com/story_page.cfm?articleid=38804&dcn=e_gvet

Power Line Broadband
-- http://www.govtech.com/gt/articles/219266

Transparency Web Site
-- http://www.govexec.com/story_page.cfm?articleid=38846&dcn=e_gvet

Spam Rates
-- http://www.govtech.com/gt/articles/219812

311 CRM
-- http://www.govtech.com/gt/articles/219830

Internet Capacity
-- http://www.govtech.com/gt/articles/207434


-- RESOURCES --

Federal Customer Service Enhancement Act
-- http://www.govtrack.us/congress/bill.xpd?bill=h110-404

eGov
-- http://www.epractice.eu/news

Customer Centric Processes
-- http://www.convergys.com/pdf/WP9-020N.pdf

KM w/ITIL
-- http://www.thinkhdi.com/hdi2008/files/ITIL3.pdf

Aging Workforce
-- http://www.govexec.com/story_page.cfm?articleid=38892&dcn=e_gvet


-- OPPORTUNITIES --

Webinar - State IT Governance
January 22
-- https://governing.webex.com/mw0304l/mywebex/default.do?siteurl=governing&service=6

GIS Specialist Opening
Hays, Kansas – Closes January 31
-- sbillinger@haysusa.com.

Knowledge Manager Opening
Pentagon
-- neil.olonoff@us.army.mil.

Citizen Service Award Nominations
Close February 15
-- http://www.usaservices.gov/aboutus/citizen_service_award.php

Customer Satisfaction Study
Robert at GSA would like to hear from government employees responsible for implementing customer satisfaction programs as part of a study he is conducting. Participants will receive his results. Email me if you’re qualified and interested!


-- EVENTS --

KM Cafe
DC Area, January 17
-- eric.weidner@kminstitute.org

Internet Telephony
Miami, January 23-25
-- http://www.itexpo.com

GTC Southwest
Austin, January 28-31
-- http://www.govtech.com/events/seminars.php?id=126027

Call Center Summit
Coral Gables, January 28-31
-- http://www.iqpcevents.com/ShowEvent.aspx?id=41764&details=41792

Social Media for Internal Communications
San Francisco, February 4-7
-- http://www.aliconferences.com/conf/social_media_intcomm0208/index.htm

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


-- GOOD READING --

Looking Ahead in ‘08
http://www.customerservicegroup.com/csnarticle1.pdf


-- PARTING THOUGHT --

"E-governance will always become e-nuisance, if the automation is not preceded by suitable and necessary administrative reforms."
-- Mohan Datar




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