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December 15th is the last day to submit your nomination for the 2007 Government Customer Support Excellence Awards
-- see http://www.fedhelpdesk.osf.noaa.gov/Awards.asp.
Track the latest on our sixth annual conference program coming up May 7-9, 2007 and get a $400 discount on registration until
December 1st at http://www.hthts.com/gcs.htm.
Join Me November 15th
I’ll be presenting the opening session of the “Government Contact Centers” web cast on Wednesday, November 15th. Details are at the
link listed below.
Lodging @ HDP ‘07
Limited rooms are available at the Federal published rate for the Help Desk Professionals’ Conference in Phoenix next
October 22-24. To reserve yours, call 480-831-9800 and mention “The Help Desk Professionals Conference Room Block.” Conference
details and early registration discounts are at
Key Performance Indicators
If you’re a Government employee or Government contract employee, CLICK HERE
and respond to the following:
Results will be shared next month at the end of this eletter.
- 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 operation have a customer relationship management (“CRM”) program?
- If so, and you’re using CRM automation, what system are you using.
- How do you personally (and briefly) define CRM?
- Do you want to network with others in Government regarding CRM?
Top Digital States
Web User Wants
Managing Email & IM
Native American Contact Centers
eGOV in EU
Outsourced Contact Centers
The .gov Domain
Continuity of Operations
ITIL Panelists @ GCS
We need Government panelists to share experiences in implementing the ITIL process framework at Government Customer Support
Conference 2007 in early May. Please email me ASAP if that’s you.
Salary/Job Description Networking
Dan at Treasury would like to compare customer service representative salaries and job descriptions with others in Government.
If you’re interested, email me.
Federal IT Help Desk Networking
An Army IT help desk would like to network with other IT help desks at the Federal Level. Email me and I’ll put you in touch!
Presenting @ GCSC ’07
If you’d like to be considered for the Government Customer Support Conference 2007 program, send me a brief session proposal ASAP.
Call Monitoring Checklist Networking
Sherry wants to network with others in Government regarding call monitoring checklists. Email me if you’d like to get in touch!
Web Developer and Network Administrator Openings
Call Dorchester County, SC at (843) 832-0022 for details and apply by November 7th.
IT Help Desk Manager Vacancy @ U. S. Geological Survey
Scroll down to announcement HQ-2007-0086 under Series 2210A Information Technology Specialist near bottom of list. For questions,
call Kimberly at (703) 648-6131 .
Speaking @ Streaming Media Conference
Excellence.gov Award Nominations
Federal 100 Nominations
Government Contact Centers
Disaster Communication and Coordination
Reducing Data Center Energy Costs
Getting eBusiness Right
CIO ‘07, Chandler, AZ, November 5-7
ITIM 2006, Las Vegas, November 5-8
Contact Center World, Las Vegas, November 7-8
Portals, Collaboration, & Content, Boston, November 8-10
MadhyaPradesh.IT, Bhopal, November 9-11
Services Leadership, Washington, November 12-14
IDEAS 2006, Washington, November 13-14
Customer Experience Management, London, November 14
Security Conference & Expo, Washington, November 15-16
Government Communicators Conference, Washington, November 15-17
Government Forum, San Antonio, November 27-29
E911 Technology Fair, Washington, December 4
Data Mining, Las Vegas, December 4-5
Some Real CRM in Government
“Leaders increase the self-esteem of others.”
-- Pete McGarahan
Key Performance Indicators
Replies represented help desk and call center operations at Federal and local levels.
Indicators shared for monitoring support effectiveness (success in serving customers):
- first call resolution
- average speed of answer
- percent of responses to written inquiries and change requests within a specified time
- abandon rate
- customer satisfaction (from both biennial and event-based surveys)
- feedback provided to elected officials in public meetings
- performance statistics for individual customer service representatives (CSRs)
Indicators shared for monitoring support efficiency (resource utilization):
- queue size
- cost per contact
- cost per citizen
One help desk respondent also shared that rotating their CSRs through other support jobs keeps productivity high through
periodic change of pace.
Those who responded and asked to network on this topic will be put in touch. Thanks to all of you who responded!