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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
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,
NEW ADDED CSLIC GUIDELINES
The Citizen Service Level Interagency Committee is expanding guidelines contained in the original report
You can see the latest additions at
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!
Key Performance Indicators
If you’re a Government employee or Government contract employee, CLICK HERE
and respond to the following:
Results will be shared at the end of this eletter next month.
- 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.)
- What metrics (up to three) do you most rely upon to monitor the effectiveness of the support you provide to customers?
- What metrics (up to three) do you most rely upon to monitor the efficiency (resource utilization) with which you
support your customers?
- Do you want to network with others in Government on customer support metrics?
Web Site Winners
Quality Phone Service
Government IT ROI
Citizen Web Expectations
Customer Email and IM
Motivating the Front Lines
Marketing Public Programs
Public Sector Success
Wireless and Emerging Technologies
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!
IT Compliance, Washington, October 2-4
Customer Service Week, October 2-6
Managing Performance, Austin, October 4-6
Internet Telephony, San Diego, October 10-13
Government Open Source Conference, Portland, October 12-13
Continuity of Operations Symposium, Washington, October 18
Blogging & Podcasting, San Francisco, October 18-20
ICCM Canada, Toronto, October 23-25
Government Communicators, Washington, October 26
e-GovWorld, New Delhi, October 26-28
KM & Intranets, San Jose, October 31 – November 2
Mobile Business Expo, Chicago, October 31 – November 3
Streaming Media West, San Jose, October 31 – November 2
CIO ‘07, Chandler, AZ, November 5-7
ITIM 2006, Las Vegas, November 5-8
Contact Center World, Las Vegas, November 7-8
MadhyaPradesh.IT, Bhopal, November 9-11
Services Leadership, Washington, November 12-14
Security Conference & Expo, Washington, November 15-16
Government Communicators Conference, Washington, November 15-17
The Transformation of Customer Support
High Performance in Government
“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
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!