Government Customer Support Update
for March 2008

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-- COMMUNITY NEWS --

Welcome Molly!
I’m honored to welcome Molly O’Neill, Chief Information Officer at the Environmental Protection Agency to our GCS ‘08 program this year. She will be keynoting on the role of technology in the Government customer services of the future. You can read a recent interview with Molly on EPA’s Web 2.0 social media customer initiatives at http://www.gcn.com/print/27_3/45741-1.html.

GCS ‘08 Program
Highlights of this year’s seventh annual Government Customer Support Conference program are at the end of this issue below. Our distinguished speakers include U. S. Representative Henry Cuellar, EPA CIO Molly O’Neil, Kim Nelson from Microsoft - Public Sector, customer industry visionary Patrick Bultema, and many more! Discounted registration is available until March 15 at the link in “Events” below.

Networking Outings
Two fun evening outings for sightseeing and networking are scheduled in conjunction with Government Customer Support Conference 2008 in late April. Details are below at the end of this issue. Participation is open all, regardless of whether you’re attending the conference, and reservations well in advance are highly recommended for both. I hope you can join us!


-- INFORMATION --

IVR Effectiveness
-- http://www.speechtechmag.com/Articles/Editorial/Cover-Story/Zeroing-in-on-Opting-Out-40720.aspx

Health Cost Help Online
-- http://www.govtech.com/gt/articles/262694

Spam Rush
-- http://www.govtech.com/gt/articles/260128

Virtual Collaboration
-- http://www.cio.com/article/180301?source=nlt_cioleader


-- RESOURCES --

eSkills
-- http://www.e-skills.com

Rural Broadband
-- http://wireless.fcc.gov/outreach/index.htm?job=broadband_home

eGovernance
-- http://andromeda.rutgers.edu/~egovinst/Website/bestpracpg.htm

Managing Technology
-- http://www.search.org/files/pdf/TECHGUIDE.pdf

Online ID
-- http://www.govtech.com/gt/articles/224328?id=&story_pg=1

Generational Motivators
-- http://www.segalco.com/publications/surveysandstudies/2008PSROWage.pdf

Outsourcing
-- http://www.deloitte.com/dtt/cda/doc/content/us_consulting_oaspovwhysettle_141207.pdf

Internet Safety
-- http://www.saferinternet.org/ww/en/pub/insafe/index.htm

Business Continuity
-- http://www.metrokc.gov/health/pandemicflu/video


-- OPPORTUNITIES --

Presenter Call
Knowledge Management – Closes February 5
-- http://www.e-gov.com/event_planning/cfp.asp?Conference=178


-- Webinars --

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


-- EVENTS --

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


-- GOOD READING --

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


-- PARTING THOUGHT --

“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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