Government Customer Support Update
for November 2007

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-- COMMUNITY NEWS --

Federal Contact Center Event
I'll be presenting the closing session of a free conference for Federal contact centers at the Reagan Center in Washington on December 6th. I hope you can join me! The conference link is in "Events" below.

GCSEA í08 Nominations
Nominations for this yearís Government Customer Support Excellence Awards are due December 15th. See hhttp://www.fedhelpdesk.osf.noaa.gov/eletters/GCSEA_Nominations.pdf.

Signature Wrap
It was great to see friends from IRS, GSA, Smithsonian, Pinellas County, State of Washington, and other agencies at this yearís Signature Conference in Phoenix. If you have ideas to share for next fallís tenth anniversary program, please do so soon -- planning is already underway!


-- INFORMATION --

Blog Snags
-- http://www.computerworld.com/action/article.do

ePermits
-- http://www.govtech.com/pcio/articles/145057

Chat Assistant
-- http://www.epractice.eu/cases/2045

Channel Integration
-- http://www.speechtechmag.com/Articles/ReadArticle.aspx

IP 911
-- http://www.washingtontechnology.com/online/1_1/31582-1.html

FDSys
-- http://www.govexec.com/story_page.cfm

Fast Rural Internet
-- http://www.govtech.com/dc/articles/155624

Searchability
-- http://www.govtech.com/gt/articles/133814


-- RESOURCES --

Public Survey Guidance
-- http://www.whitehouse.gov/omb/inforeg/pmc_survey_guidance_2006.pdf

eGov
-- http://www.opencrs.com/rpts/RL34104_20070723.pdf
-- http://www.ccegov.eu/?Page=ThinkPapers

IP Contact Center
-- http://www.amcat.com/pubs/IPPocketGuide_US_1.pdf

Securing Web Servers
-- http://csrc.nist.gov/publications/nistpubs/800-44-ver2/SP800-44v2.pdf

GovITwiki
-- http://www.GovITwiki.com

Ethics
-- http://www.actgov.org/actiac/documents/pdfs/070510EthicsGuide.pdf


-- OPPORTUNITIES --

Presenter Call: Politics & Information Systems
Closes November 14.
-- http://www.socioinfocyber.org/imsci2008/Website/callForPapers.asp?vc=4

Help Desk Program Manager
Experienced person available in the DC area. Email me to get in touch.

Outstanding IT Leader Awards
Closes November 16.
-- http://public.cxo.com/awards/otw_2008_application.html


-- EVENTS --

Services Summit
Las Vegas, November 5-7
-- http://www.servicestrategies.com/index.cfm/fuseaction/news.detail/newsid/158/RFA/home.home

Streaming Media
San Jose, November 6-8
-- http://www.streamingmedia.com/west

Knowledge Management
San Jose, November 6-8
-- http://www.kmworld-intranets.com

IT Infrastructure
Las Vegas, November 6-9
-- http://www.itimassociation.com/itim2007

Lean Six Sigma
Washington, November 8-9
-- http://www.potomacforum.org/?view=209

Incoming Call Management
Orlando, November 12-14
-- http://www.iccmsummit.com/iccmsummit/v42/index.cvn

cc:eGov
Brussels, November 19
-- E-Mail info@ccegov.eu

Information Sharing
DC Area, November 27
-- http://www.homelanddefensejournal.com/hdl/information-sharing-strategies-oct07.htm

Privacy Challenges in Government
Washington, November 27
-- http://www.potomacforum.org/?view=211

eGov
New Delhi, November 29-30
-- http://www.egovworld.org

Social Media for Government
Washington, December 3-6
-- http://www.aliconferences.com/conf/social_media_govt1207/index.htm

Government Customer Service
Washington, December 6
-- http://www.digitalgovernment.com/Seminars

CRM Beyond the Hype
Dallas, December 6-7
-- http://www.pti.org/index.php/ptiee1/more/259


-- GOOD READING --

Citizen v. Customer
http://www.ccegov.eu/Downloads/Paper_5_Citizens_and_Customers.pdf

Situational Awareness
http://www.cio.com/article/print/144450

Enterprise Architecture Principles
http://www.cio.gov/documents/Architecture_Principles_US_Govt_8-2007.pdf


-- PARTING THOUGHT --

"Itís always harder to maintain a relationship than to engage in a transaction, which is why service businesses are always tougher than product businesses."
-- Bernard Golden


Happy Thanksgiving!



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