GOVERNMENT CONTACT CENTER NEWS - March 2006

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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 www.fedhelpdesk.osf.noaa.gov
  • Your comments, items for sharing, and subscription changes are always welcome at Daryl.L.Covey@noaa.gov.
  • Issue date is usually very near the first of each month.

-- COMMUNITY NEWS --

CSLIC Session
The USA Services Partners meeting on March 7th will feature a session on the continuing work of the Citizen Service Level Interagency Committee. Contact information is listed in events below, and the Committee’s report is linked from the bottom of our web site.

HDI Session Reminder
Remember to join me for session C-1, “Customer Support in Government Organizations” if you’re attending the upcoming Help Desk Institute annual conference in Nashville. I’m bringing a diversity of handouts I think you’ll enjoy!

Government Customer Support Conference 2006
This year’s draft conference program is now posted at http://www.hthts.com/gcs2006program.htm Bookmark it, watch it evolve, and plan to join us in Arlington June 14-15!

Government Customer Support Excellence Awards for 2006
The judges are at work and all finalists will be notified on or before March 15th.

-- INFORMATION --

VOICE OVER IP
-- http://www.gcn.com/25_4/rfp_essentials/38282-1.html

ADVICE TO SHOPPERS
-- http://www.fedtechmagazine.com/article.asp?item_id=169

CONTACT CENTER LESSONS
-- http://www.destinationcrm.com/articles/default.asp?ArticleID=5746

STATE LIVE HELP
-- http://www.govtech.net/news/news.php?id=98328

DATA REMOVAL GUIDE
-- http://csrc.nist.gov/publications/drafts/DRAFT-sp800-88-Feb3_2006.pdf

VULNERABILITY LIST
-- http://nvd.nist.gov/

FED IT BUDGET
-- http://www.gcn.com/vol1_no1/daily-updates/38203-1.html

WEB MANAGER UNIVERSITY
-- http://www.firstgov.gov/webcontent/resources/training/university.shtml

-- SHARING OPPORTUNITIES --

Scott, a city manager, is looking for a pointer to grants which would help with implementation of 311 services.

-- GOOD READING --

"Good to Great and the Social Sectors" -- Jim Collins

-- COMING EVENTS --

Art of Customer Care, Atlanta, March 5-7
-- http://www.customercare.com

IT Leaders Conference, Palm Desert, March 5-7
-- http://www.premier100.com/

USA Services Partners Meeting, Washington, March 7
-- Phone: 202-501-1802

FOSE, Washington, March 7-9
-- http://www.FOSE.com

E9-1-1 Institute Honor Awards Gala, Washington, March 8
-- Phone: 202-292-4603

Framework for FISMA, Washington, March 10
-- http://www.von.com

Leveraging Open Standards, Washington, March 14
-- Phone: 202-501-4083

Designing IT for Survivability, Washington, March 14
-- http://www.cio.gov/registration/itquarterlyforum/index.cfm

Von Conference, San Jose, March 14-17
-- http://www.potomacforum.org

Help Desk Institute Annual Conference, Nashville, March 19-22
-- http://www.thinkhdi.com

Effective IT Performance, Washington, March 22-23
-- http://www.digitalgovernment.com

How Will Our World Look Digitized? Washington, March 23
-- http://www.loc.gov/flicc/ma/2006/ma0611.pdf

Contact Center World, Dallas, March 28-30
-- http://www.contactcenterworld.com

Government Performance Summit, Washington, April 3-5
-- http://www.governmentperformance.org
[Discount code P600-FRIEND]

Enterprise Architecture, Washington, April 5-6
-- http://www.digitalgovernment.com

Knowledge Management Conference, Washington, April 19-21
-- http://www.e-gov.com/event_planning/cfp.asp?Conference=111

IT Certification and Accreditation, Las Vegas, April 24-25
-- C&A@potomacforum.org

STI Knowledge Summit, Orlando, April 26-27
-- http://www.integreo.com/summit/

-- PARTING THOUGHT --

"There are no traffic jams along the extra mile.",
-- Roger Staubach

Happy St. Pat's!




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