Government Customer Support Update
for September 2007

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-- COMMUNITY NEWS --

Speaker Call for GCS ’08
Session proposals are now being accepted for our annual Government Customer Support Conference program in Alexandria, Virginia next April 28-30. Case studies from all types of Government customer support are welcome by October 31. Email me if you're interested!

Nominations Open Soon
Nominations for the 2008 Government Customer Support Excellence Awards will open here in the October issue. Plan now to nominate your group!

Save Your Signature Room
Hotel rooms at the government rate are filling fast for the Signature Customer Service and Support Professionals Conference in Phoenix next month (link in Events below). I’ll be presenting a Government session on effective customer support practices Wednesday morning. A Government dinner group is planned for the preceding evening for those who are interested in a special networking opportunity.

Registration Discounts
If you’re planning to join us in Alexandria next April, you can get a $400 discount for registering by September 15th. Details are at -- http://www.hthts.com/gcs.htm.


-- INFORMATION --

Texting
-- http://www.govtech.com/gt/articles/127961

Internet Usage
-- http://www.comscore.com/press/release.asp

Managing Outsourcers
-- http://www.contactprofessional.com/issues/article.asp

Webcasting
-- http://www.gcn.com/print/26_21/44840-1.html

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

Data Management
-- http://www.gcn.com/print/26_20/44828-1.html

Security
-- http://blogs.govexec.com/techinsider/archives/2007/08/ig_social_engineering_report_o.php


-- RESOURCES --

Effective eGov
-- http://www.fas.org/sgp/crs/secrecy/RL34104.pdf

Web Site Study
-- http://www.insidepolitics.org/egovt07us.pdf

Women in IT
-- http://www.computerworld.com/action/article.do

Data Center Consolidation
-- http://www.nascio.org/publications/documents/NASCIO-EnterpriseDataCenterConsolidation.pdf


-- REPLY AND LEARN --

Topic: Customer Blogs
Results will be shared with all who respond.

If you’re a Government employee or Government contract employee, please hit “reply” and respond to the following:

  1. What type of operation do you work in (help desk, call center, etc.)?
  2. Do you facilitate blogs for customers or related to customer support?
  3. If so, please briefly share how these are used to improve services.
  4. What systems and methods are you using for this?
  5. Do you want to network with others in Government on this topic?

-- OPPORTUNITIES --

Web Designer
Closes September 4. -- http://www.dorchestercounty.net/docs/Job

Web Content Management and Usability Specialists
Close September 7.
-- http://jobsearch.usajobs.opm.gov/jobsearch.asp

E911 Institute Board of Directors
Closes September 10.
-- http://www.e911institute.org/Board%20Elections/index2007callfornominations.html

Call Center Speaker Call
Closes September 20.
-- http://is-nri.com/take


-- EVENTS --

IT Roadmap
Dallas, September 6
-- http://www.networkworld.com/RM7DB

Wireless Summit
Los Angeles, September 10-11
-- http://www.wirelesscityexpo.com

Internet Telephony
Los Angeles, September 10-12
-- http://www.itexpo.com

Infrastructure Management World
Scottsdale, September 10-12
-- http://www.imworldusa.com

Call Center Exhibition
San Diego, September 10-13
-- http://www.ACCEicmi.com

Six Sigma for IT
DC Area, September 16-28
-- http://www.asmiweb.com/events/t279.html

Websearch 2007
Washington, September 17-18
-- https://secure.infotoday.com/wsu/register.asp

IPv6/Next Generation Government
DC Area, September 19-20
-- http://www.digitalgovernment.com/Seminars

Business Intelligence Perspectives
Las Vegas, September 24-26
-- http://www.biperspectives.com/agenda.aspx

Customer Management
Orlando, September 30 - October 5
-- http://www.iirusa.com/naccm1to1

Customer Service Week 2007
October 1-5
-- http://www.csweek.com

E-Learning
DC Area, October 4
-- http://www.digitalgovernment.com/Seminars/E-Learning_Strategic_Workforce_Management-October_4_2007Conference_Exhibition.shtml

Help Desk Government Forum
Colorado Springs, October 9-11
-- http://www.thinkhdi.com/files/executiveForums/GovernmentForumSlick3.pdf

Enterprise Architecture
DC Area, October 10-11
-- http://www.digitalgovernment.com/Seminars/Enterprise_Architecture_How_To_Get_Started-October_10-11_2007.shtml

Service Innovation Summit
Orlando, October 17-19
-- http://serviceinnovation.org/membersummit07/index.php

ICCM Canada
Toronto, October 22-24
-- http://www.iccmcanada.com/iccmcanada/v42/index.cvn?id=10000

Signature Customer Service and Support Professionals' Conference
Phoenix, October 22-24, $100 discount ‘til 9/20
-- http://www.hthts.com/hdp.htm

INTEROP
New York, October 22-26
-- http://www.interop.com/newyork/event-highlights

Social Media Summit
New York, October 22-25
-- http://www.aliconferences.com/conf/socialmedia_summit1007/index.htm

Self Service Expo
New York, October 23-24
-- http://www.selfserviceexpo.com


-- GOOD READING --

Marketing in the Public Sector
Kotler & Lee, ISBN 0-13-187515-9


-- PARTING THOUGHT --

"Although technology maximizes efficiency, it sometimes isolates government from constituents."
-- Todd Sander


Have a wonderful Labor Day!



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