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- The purpose of this monthly eletter is to foster progressive front line customer support in the public sector.
- Please forward it to others you know in help desks and call centers at all levels of Government.
- Be sure to visit the web site for our community of practice at
- Your comments, items for sharing, and subscription changes are always welcome at
- Issue date is usually very near the first of each month.
If you’re a Government employee or Government contract employee, CLICK HERE
and respond to the following:
Results will be shared in next month's eletter.
- At what level of Government do you work (Federal, state, or local)?
- What type of operation do you work in or manage (help desk, call center, web portal, etc.)
- What automated tracking system(s) do you presently use for processing assistance requests from customers?
- What automated tracking systems would you like to learn more about from others in Government customer support who
are using them?
- Do you want to be networked with others based on your responses to questions above?
SEE YOU ON THE 14th!
Our industry experts speaking at Government Customer Support Conference 2006 are listed at the end of this eletter. I’ll
be sharing some white papers with you and premiering the Cgov model for supporting Government’s customers. You can still
register and review the full program at
WORLD BANK TOUR FULL
The World Bank global IT support center tour for GCSC attendees on June 16th is full. If you’ve already replied, you’re
in! Full details will be provided at GCSC.
GCSC EVENING OUT
You can still join our networking group for sightseeing and dinner after the first day of GCSC -- just email me. It’s
informal, via public transportation, and on your own nickel.
VOIP INSTITUTE @ GCSC
The Washington area chapter of the VOIP Institute will meet in conjunction with Government Customer Support Conference
2006 this month. For details, see
CALL CENTER TECHNOLOGY
CUSTOMER WAIT TOLERANCE
IT DISASTER READINESS
Service Oriented Architecture
Migrating Expensive Calls
Mobilized Citizen Service Workforce
For multilingual customer support guidance, see
FISMA Seminars, Washington, June 2-30
Techno-Security, Myrtle Beach, June 4-7
Government Customer Support Conference, Washington, June 14-15
Managing Technology, Philadelphia, June 21-23
GMIS 2006, Charleston, June 25-28
Excellence in Government, Washington, July 10-11
Strategic Internal Communications, Washington, July 12-14
E911 Technology Fair, Washington, July 13
Politics and Information Systems, Orlando, July 20-23
itsGov Technology, Washington, July 26
Customer Feedback Metrics, Chicago, July 31 – August 2
“Don't tell people how to do things, tell them what to do and let them surprise you with their results.”
-– Gen. George S. Patton
Industry Experts Presenting at Government Customer Support Conference 2006:
- Patrick Bultema -- Aeroprise
- Greg Charles -- Computer Associates
- Barton Goldenberg -- ISM
- Peggy Gritt -- VOIP Institute
- Donna Holt -- Help Desk Xlence
- Pete McGarahan -- McGarahan & Associates
- Ivy Meadors -- High Tech High Touch Solutions
- Kate Nasser -- CAS Inc.
- Penny Reynolds -- The Call Center School
Sharing published service levels with customers
Responses were 50% Federal, 40% state, and 10% local, with an even mix between call centers and help/support desk operations. Only 10% of
those responding currently share published service levels with customers. However, half of the remainder plan to begin soon. Response time was
the only service level cited as currently being shared in published form. Thanks to all of you who responded!
For citizen (and internal) service level guidance, check out the CSLIC report at