Government Customer Support Update
for November 2006

Back to ELetter Archives Index

-- COMMUNITY NEWS --

GCSEA Nominations
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.

GCSC ’07
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 http://www.helpdeskconference.com/.

-- CLICK & LEARN! --

Key Performance Indicators
If you’re a Government employee or Government contract employee, CLICK HERE and respond to the following:

  1. At what level of Government do you work (Federal, state, or local)?
  2. What type of operation do you work in (help desk, call center, web portal, etc.)
  3. Does your operation have a customer relationship management (“CRM”) program?
  4. If so, and you’re using CRM automation, what system are you using.
  5. How do you personally (and briefly) define CRM?
  6. Do you want to network with others in Government regarding CRM?
Results will be shared next month at the end of this eletter.

-- INFORMATION --

Wireless Citizens
-- http://www.govtech.net/news/news.php?id=101544
-- http://news.com.com/Citywide+Wi-Fi+spending+could+hit+3+billion/2100-7351_3-6129655.html

Top Digital States
-- http://www.govtech.net/news/news.php?id=101407

Web User Wants
-- http://www.fcw.com/article96152-09-19-06-Web&tecnewsletter=yes
-- http://www.gcn.com/online/vol1_no1/42383-1.html

Managing Email & IM
-- http://www.govtech.net/news/news.php?id=101499
-- http://www.fcw.com/article96395-10-09-06-Print&newsletter=yes

Supporting Telework
-- http://www.govtech.net/magazine/channel_story.php/101618

Exploiting Self-Service
-- http://www.govtech.net/news/news.php?id=101734
-- http://www.govtech.net/news/news.php?id=101765

Virtual Queuing
-- http://www.callcentermagazine.com/shared/article/showArticle.jhtml

Native American Contact Centers
-- http://www.callcentermagazine.com/shared/article/showArticle.jhtml?articleId=193100652

eGOV in EU
-- http://www.fcw.com/article96398-10-09-06-Web&newsletter=yes

Outsourced Contact Centers
-- http://www.contactprofessional.com/issues/article.asp?ID=370

The .gov Domain
-- http://www.firstgov.gov/Federal_Employees/FG_Buzz/Newsletter_1024.html#buzz

Eco-Friendly IT
-- http://www.fcw.com/article96450-10-12-06-Web&newsletter=yes

-- RESOURCES --

Continuity of Operations
-- http://www.training.fema.gov/EMIWeb/IS/is547.asp

Federal Hiring
-- http://www.opm.gov/hiringtoolkit/

Web Management
-- http://www.firstgov.gov/webcontent/resources/training/university.shtml

Identity Management
-- http://www.utica.edu/academic/institutes/cimip/publications/index.cfm

Leadership
-- http://www.leadershipnow.com/

-- OPPORTUNITIES --

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
-- https://jobs1.quickhire.com/scripts/usgs.exe/runuserinfo?Haveusedbefore=5
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
-- http://streamingmedia.com/east/speakerinfo.asp

Excellence.gov Award Nominations
-- http://www.actgov.org/ExcellenceGovAwards

Federal 100 Nominations
-- http://www.fcw.com/events/fed100/2007/index.asp

-- WEBCASTS --

Government Contact Centers
-- http://www.xtalks.com/governmentcontactcenters.ashx

Disaster Communication and Coordination
-- jcoe@govtech.net.

Reducing Data Center Energy Costs
-- http://www.eseminarslive.com/article2/0,2144,2017179,00.asp

Getting eBusiness Right
-- http://cxolyris.cxomedia.com/t/313056/3074059/3365/0/

-- EVENTS --

CIO ‘07, Chandler, AZ, November 5-7
-- http://www.cio.com/cio07_2006

ITIM 2006, Las Vegas, November 5-8
-- http://www.itimassociation.com/events.aspx

Contact Center World, Las Vegas, November 7-8
-- http://www.contactcenterworld.com/worldawards/main.asp

Portals, Collaboration, & Content, Boston, November 8-10
-- http://www.sharedinsights.com/events/conferences/overview.aspx

MadhyaPradesh.IT, Bhopal, November 9-11
-- http://www.mpitbhopal2006.in/

Services Leadership, Washington, November 12-14
-- http://www.thesspa.com/conferences/dc/

IDEAS 2006, Washington, November 13-14
-- http://www.ideas508.com/index.cfm?fuseaction=Custom.Content&MenuID=1000

Customer Experience Management, London, November 14
-- http://www.contactcenterworld.com/worldawards/main.asp

Security Conference & Expo, Washington, November 15-16
-- http://events.fcw.com/EventOverview.aspx?Event=SEC06&NoCache=632951326259508708

Government Communicators Conference, Washington, November 15-17
-- service@crmguru.com

Government Forum, San Antonio, November 27-29
-- http://www.thinkhdi.com/files/executiveForums/GovernmentForumSlick3.pdf

E911 Technology Fair, Washington, December 4
-- Carla@e911institute.org

Data Mining, Las Vegas, December 4-5
-- http://www.the-modeling-agency.com/training/dm1.html

-- GOOD READING --

Some Real CRM in Government
-- http://www.govtech.net/news/news.php?id=101715

Administration Transitions
-- http://govtech.public-cio.com/story.php?id=2006.09.26-101229&story_pg=2

-- PARTING THOUGHT --

“Leaders increase the self-esteem of others.”
-- Pete McGarahan

Happy Thanksgiving!


-- Last Month's "Click and Learn" Responses --

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!




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