Government Customer Support Update
for September 2006

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See You In San Antonio!
Government Support Symposium

This full-day event precedes the 2006 Help Desk Professionals Conference, and I’ll host a networking mixer for attendees afterward on the famous Riverwalk nearby. Cgov readers get half-price registration through September 8th by calling Christine at (425) 398-9292. Program details are at: Join us!

Help Desk Professionals Conference
This year’s program features a great variety of agency presentations as well as my session and new white paper on the latest “winning practices” in our sector. Cgov readers can get a $300 discount on conference registration through September 8th at with ID “asp” and password “asphdp06”. Program details are at I hope to see you there!

Nominations Open in October
Nominations for the sixth annual Government Customer Support Excellence Awards will open here in the October issue – stay tuned!

Citizen Service Times
The inaugural issue of GSA’s new eletter on Citizen Service Level Interagency Committee activities is at -- enjoy!

The Meaning of Cgov
Our refined strategic model for 21st Century customer support in the public sector has been updated at the link from our web site. Thanks to all of you who contributed your perspectives to this very positive refinement!

-- CLICK & LEARN! --

Knowledge Management
If you’re a Government employee or Government contract employee, CLICK HERE and respond to the following:

  1. Does your customer support activity have a structured knowledge management program?
  2. Do you have one or more positions dedicated to knowledge management?
  3. Would you like to network with others in Government on knowledge management practices and issues?
Results will be shared at the end of this eletter next month.


eGov Leaders


Katrina's IT Lessons

Multichannel Customer Support

N11 Centers

Telework Training


Broadband & eGovernment

Network Security

Online Search Performance

Public Safety Communications


Database administrator opening

John @ State of Kansas
Would like to discuss management reports on problem tickets with others in Government. Email me if that’s you.

Telework Panelists Needed
If you’d like to share experience regarding home-based contact agents as part of a panel at the upcoming Call Center 2.0 Conference, email ASAP.

Innovations Award Nominations

Free Business Intelligence Magazine



Operational Excellence in the Public Sector

Remote IT Support

Sensitive Data Risks


Plain Language Training, Washington, September 6

Infrastructure Management World, Scottsdale, September 11-13

Enterprise Architecture, Washington, September 11-13

Customer Relationship Management Summit, Chicago, September 11-13

Call Center Exhibition, Seattle, September 11-13

IT Roadmap, Dallas, September 13

Strategic Sourcing, Washington, September 13

Enterprise Architecture and Knowledge Management, Washington, September 13
-- 202-874-0335

Performance Measurement for Government, Washington, September 13-15

Destination CRM, San Jose, September 17-19

IT Asset Management, Orlando, September 18-20

INTEROP, New York, September 18-22

IT Service Management Forum, Salt Lake City, September 18-23

Government Support Symposium, San Antonio, September 24

Help Desk Professionals Conference, San Antonio, September 25-27

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

IMS Expo, San Diego, October 11-13

Government Open Source Conference, Portland, October 12-13

iForum Global, Orlando, October 22-25

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


“In any service business, the people who deliver the service are the essential product.”
-- -- Ron Muns & Mark Ellis

Best wishes!

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

Level of Government Networking
Respondents representing Federal and local levels, respectively, were put in email contact. Thanks to all who participated, and best wishes for productive interactions!

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