Government Customer Support Update
for October 2006

Back to ELetter Archives Index

-- COMMUNITY NEWS --

HAPPY CUSTOMER SERVICE WEEK!
This week be sure to show your appreciation to all of the people who serve Government’s customers! Ideas are at http://www.csweek.com/customer_service_week.php.

GCSEA NOMINATIONS ARE OPEN
Nominations are being accepted through December 15th for the 2007 Government Customer Support Excellence Awards in the categories of teamwork, technical excellence, customer focus, and overall excellence. Guidelines for submission are linked from our web site and the winners will be announced at on May 7, 2007 at Government Customer Support Conference 2007.

USA SERVICES MEETING
The General Services Administration’s USA Services will host a meeting of agency partners and advocates on Tuesday, October 24th from 1:00 to 4:00 pm in the GSA Auditorium near George Washington University in downtown DC. The program will include updates on Citizen Service Level Interagency Committee activities and plans. For further information, email karen.trebon@gsa.gov.

NEW ADDED CSLIC GUIDELINES
The Citizen Service Level Interagency Committee is expanding guidelines contained in the original report http://www.usaservices.gov/pdfs/performreport.pdf You can see the latest additions at http://www.usaservices.gov/word/BestPractices.doc.

GCSC ’07 DATES
Our sixth annual Government Customer Support Conference program will be held May 7-9, 2007 at the Hilton Alexandria Old Town -- just across the Potomac from Washington, DC. Stay tuned for program topics, registration, and full details!

REMEMBER THE ALAMO!
Thanks to all of you who attended my Government sessions at HDP 2006 in San Antonio last week. I hope to see you again soon!

-- 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. What metrics (up to three) do you most rely upon to monitor the effectiveness of the support you provide to customers?
  4. What metrics (up to three) do you most rely upon to monitor the efficiency (resource utilization) with which you support your customers?
  5. Do you want to network with others in Government on customer support metrics?
Results will be shared at the end of this eletter next month.

-- INFORMATION --

eAuthentication
-- http://www.gcn.com/online/vol1_no1/41883-1.html

Web Site Winners
-- http://www.govtech.net/news/news.php?id=100794

Quality Phone Service
-- http://gethuman.com/

Broadband Access
-- http://www.ipmall.info/hosted_resources/crs/RL33496_060629.pdf

IPv6 Background
-- http://en.wikipedia.org/wiki/Ipv6

Government IT ROI
-- http://www.ctg.albany.edu/publications/reports/advancing_roi/advancing_roi.pdf

VOIP 911
-- http://www.govtech.net/digitalcommunities/story.php?id=101059

Citizen Web Expectations
-- http://www.fcw.com/article96152-09-19-06-Web&newsletter=yes

Customer Email and IM
-- http://www.thinkservice.com/industry-insider/articles/article471.htm

Motivating the Front Lines
-- http://www.fcw.com/article96164-09-25-06-Print

Web Satisfaction
-- http://www.govtech.net/news/news.php?id=101135

-- RESOURCES --

VOIP Institute
http://www.voip-info.org/wiki/view/VoIP+Institute

Telework Coalition
http://www.telcoa.org/

Marketing Public Programs
http://www.marketingpublicprograms.org/overview.php

Public Sector Success
http://www.fcw.com/article95844-09-04-06-Print&mgtnewsletter=yes

Wireless and Emerging Technologies
http://www.govtech.net/digitalcommunities/highlights.php http://www.govtech.net/news/news.php?id=101104

Vulnerability Database
http://nvd.nist.gov/

-- OPPORTUNITIES --

GCSC ’07 Presenter Call
If you have a session proposal you’d like to have considered for the program at Government Customer Support Conference 2007, send me a brief proposal ASAP and I’ll get it into consideration!

-- EVENTS --

IT Compliance, Washington, October 2-4
-- http://www.itcinstitute.com/Conference/index.aspx

Customer Service Week, October 2-6
-- http://www.csweek.com/customer_service_week.php

Managing Performance, Austin, October 4-6
-- http://www.governing.com/govconf.htm#mgt

Internet Telephony, San Diego, October 10-13
-- http://www.itexpo.com

Government Open Source Conference, Portland, October 12-13
-- http://www.goscon.com/

Continuity of Operations Symposium, Washington, October 18
-- http://www.potomacforum.org/?p=view&id=166

Blogging & Podcasting, San Francisco, October 18-20
-- http://www.aliconferences.com/conferences/blogging_podcasting/1006.html

ICCM Canada, Toronto, October 23-25
-- http://www.iccmcanada.com/iccmcanada/v42/index.cvn

Government Communicators, Washington, October 26
-- http://guest.cvent.com/EVENTS/Info/Fees.aspx?e=b01bf988-8bf3-4c1d-b8ad-7a469a89b810

e-GovWorld, New Delhi, October 26-28
-- http://www.egovworld.org/

KM & Intranets, San Jose, October 31 – November 2
-- http://www.kmworld-intranets.com

Mobile Business Expo, Chicago, October 31 – November 3
-- http://www.mobilebusinessexpo.com/conference/schedule-by-day.php

Streaming Media West, San Jose, October 31 – November 2
-- http://www.streamingmedia.com/west

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

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

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

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

Government Communicators Conference, Washington, November 15-17
-- http://www.ragan.com/Media/MediaManager/govcomm_web6.pdf

-- GOOD READING --

The Transformation of Customer Support
-- http://www.serviceinnovation.org/included/docs/library/programs/Demand_view_v4.pdf

High Performance in Government
-- http://www.accenture.com/xdoc/en/industries/government/acn_2006_govt_report_FINAL2.pdf

-- PARTING THOUGHT --

“Remember that all products have two components. The first component is the basic product or service itself. The second component is the information that surrounds the product. This information is what enables customers to search for and select your product, understand how to use it, and get the results and benefits they want from it.”
-- Mike Hugos in CIO Magazine

Happy Halloween!


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

Knowledge Management
Two thirds of the responses were Federal and one third were state. No respondents reported a structured knowledge management program in place within their customer support operation. However one person who responded was occupying a dedicated position in the process of developing such a program, and another reported that other lines of business there had KM programs in place. Those who requested to network on this vital area will be put in touch – my sincere thanks to all who took the time to respond!




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