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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 with the following -- a summary of your responses will be in the June issue.
Last month’s results on your challenges are summarized at the end of this eletter. Many of those listed will be covered in our
- At what level of Government do you work (Federal, state, or local)?
- What type of operation do you work in (help desk, call center, web portal, etc.)
- Does your organization share published service levels (wait time, response time, etc.) with your customers?
- If so, for what contact channels (phone, email, etc.)
- If so, for what key parameters (wait time, response time, etc.)
- If not, are there plans to do so in the near future?
GCSC PROGRAM – COMPLETE AND GREAT!
The impressive list of Government presenters at next month’s Government Customer Support Conference is at the end of this
eletter. A list of industry experts speaking there will follow next month. You can still get a $300 discount off
registration with code “GCSN” if you register no later than May 15 at
WORLD BANK IT TOUR
On the morning following GCSC [June 16], a tour of the World Bank’s IT support center is available to the first 20 GCSC
attendees to email me. We’ll travel as a group, and the only cost will be your Metro fare. It will be over around 11:00 am
for those catching flights out. THANKS to the World Bank for hosting!
HELP DESK EVENT BENEFITS KATRINA RELIEF
The Capital Area (DC) Chapter of the Help Desk Institute will host a special luncheon, speaker, and trade show to benefit Red Cross
Katrina relief on Wednesday, May 17. RSVP to email@example.com by May 7 for a special discount.
GCSC EVENING OUTING
If you’re attending GCSC ’06 next month and wish to join a networking group for sightseeing and dinner on Wednesday evening,
email me. It will be informal, via public transportation, and on your own nickel.
CSLIC MARCHES ON!
The work of the Federal Citizen Service Level Interagency Committee continues, with separate working groups now addressing
(1) practice implementation, (2) an awards program, (3) a newsletter and web space, and (4) additional recommended practices,
respectively. You can see the current CSLIC guidelines in full at
For more information, email
UPCOMING FREE WEBINARS
Join my co-presenters from the Virginia Beach Public Information Office and the Department of Veterans’ Affairs and me on
Tuesday, May 30 from 2:00 pm to 4:00 pm Eastern for “Government Contact Centers: Improving Quality and Efficiency in Customer
Care.” Registration is at
Join Dr Fred Van Bennekom for "The Dirty Dozen of Surveying Mistakes" on Thursday, May 11 at 2:00 pm Eastern. Registration
The full name of the first GCSE Award customer focus finalist listed last month should have been "Connecticut Business Response
Center/Smart Start Licensing Center."
CITIZEN CELL PHONE USE
WEB SUCCESS AT IRS
EMAIL AUTHENTICATION RATES
DIGITAL COUNTIES SURVEY NOW OPEN
STATE IT AWARD NOMINATION CALL
DALLAS WEB SITE REDESIGN
XML TOOL KIT ON LINE
WEB POSTING PITFALL
MICHIGAN IT STRATEGIC PLAN
Applications for a senior IT specialist position at the City of Jacksonville, NC close on May 12. If you’re interested, email
To track citizen internet use trends, bookmark
Next Generation 9-1-1 Roundtable, Washington, May 3
SOCAP Symposium, Washington, May 7-10
[Fed discount – call 703-519-3700]
Telecom Expense Management Summit, Atlanta, May 8-10
Effective Communications Around ITIL, Dallas, May 10
Call Center Conference, Orlando, May 15-17
GSA Expo, San Antonio, May 15-18
Getting Results with the Multisector Workforce, Washington, May 16-17
Mobile & Wireless Conference, Orlando, May 22-24
Streaming Media East, New York, May 23-24
IT Leadership Conference, Washington, May 24
Government Customer Support Conference, Washington, June 14-15
-- [$300 discount with code “GCSN”]
GMIS 2006, Charleston, June 25-28
"There are three kinds of people: Those who make things happen, those who watch things happen,
and those who ask, 'What happened?" -- Casey Stengel
Government Presenters at Government Customer Support Conference 2006:
- Captain Geoffrey Abbott / Coast Guard
- Eileen Dewey / General Services Administration
- Carole Dobbs / General Services Administration
- Janet Harp / Internal Revenue Service
- Ernie Hayden / Port of Seattle
- Judy Hogan / Federal Aviation Administration
- Gary Hogge / State of Utah
- Joe McCann / Department of Veterans’ Affairs
- Liz Nisley / City of Hampton, Virginia
- Phil Smith / NOAA Fisheries
- Les Solomon / Census Bureau
- Stuart Willoughby / General Services Administration
The top Government customer support challenges cited in your responses are:
Continuity of Operations
- Customer feedback
- Communication with partners, stakeholders, other departments, etc.
- Getting information to residents
- Hurricane damage to infrastructure
- Directing customers to the right entity for their issue
- Providing quick and cost-effective service
- Service consistency across the agency
- Handling customer complaints
- Making internal system users effective
- 24x7 operations
- Customer needs beyond assigned responsibilities
- Managing customer expectations
- Ensuring system technician followup
- Supporting remote system users
- Need for standardized processes
- Need for more services on line
- Accurate information
- Changing information
- Information sharing
- Getting contract staff to understand government
- Team motivation
- Adequate staffing
- Integration with back-end software
- Supporting legacy/outdated equipment
- Acquisition and licensing
If you replied and requested to network, I’ll be in touch soon. Thanks!
- Changing government
- Changing customer support paradigms
- Changing priorities
- Changing citizen needs
- Budget issues
- Overshadowed by other customer support (311 vs. 911)