GOVERNMENT CONTACT CENTER NEWS - April 2006

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• The purpose of this monthly eletter is to foster progressive front line customer support in the public sector.
• Please forward it to others you know in help desks and call centers at all levels of Government.
• Be sure to visit the web site for our community of practice at www.fedhelpdesk.osf.noaa.gov
• Your comments, items for sharing, and subscription changes are always welcome at Daryl.L.Covey@noaa.gov.
• Issue date is usually very near the first of each month.

-- CLICK & LEARN! - NEW FEATURE --

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

1. What level of Government do you work at (Federal, state, or local)?
2. What type of operation do you work in (help desk, call center, web portal, etc.)
3. Name your biggest customer support challenge(s)?
4. Do you want to network with others who have similar key challenges?

-- COMMUNITY NEWS --

CONGRATS TO OUR FINALISTS!
The finalists for this year’s Government Customer Support Excellence Awards are:

• Teamwork
  
  • Military Health System Tier III Maintenance Support
  • Space and Naval Warfare Systems Center, New Orleans
  • Charleston County Software Support Group
• Technical Excellence
  
  • Virginia Beach Public Information Office
  • Utah.Gov
  • Access Washington
• Customer Focus
  
  • Connecticut Business Response Center
  • General Services Administration National Contact Center
  • Miami-Dade 311 Answer Center
• Overall Excellence
  
  • Military Health System Network Operations Center
  • Space and Naval Warfare Systems Center, New Orleans
  • Columbia County 311 Customer Service and Information Center

GCSC 2006 PROGRAM UPDATE
I’m pleased to welcome presenters Les Solomon from Census on customer support metrics, GSA’s National Contact Center on contact center outsourcing, Capt Geoff Abbott from the Coast Guard on the leadership challenges of Hurricanes Katrina and Rita, and many others. Full information is at http://www.hthts.com/gcs.htm and you can sign up there for conference previews with white papers from speakers.

WEB MANAGER UNIVERSITY
Enrollment is now open and information is available at http://www.firstgov.gov/webcontent/resources/training/university.shtml

WEBINAR COMING UP
I’ll be presenting and addressing questions from participants on our customer support challenges during a free webinar on Wednesday, April 26th at 12:00 pm Central. To sign up, go to http://www.thinkhdi.com/trainingEvents/executiveForums/vertical_webinar_government.aspx

NEW RSS AT USGS
The frequently-asked-question (FAQ) web page at the U. S. Geological Survey now features an RSS feed to notify subscribers whenever content is updated or expanded. Check it out at http://www.usgs.gov/homepage/rss_feeds.asp and thanks to Gail at USGS for sharing!

STAFF RETENTION PROGRAM
The April 19th meeting of the Capital Area (DC) Help Desk Institute Chapter will feature a panel discussion on staff retention. For details email vpprograms@hdicapitalarea.com.

-- INFORMATION --

WEB SITE USER TESTING
-- http://www.govtech.net/news/news.php?id=98621

IT SUPPORT TO TELEWORK
-- http://www.govexec.com/story_page.cfm?articleid=33548&dcn=e_gvet

VOICE OVER IP
-- http://www.gcn.com/print/25_5/40024-1.html

GAO CONTACT CENTERS REPORT
-- http://www.gao.gov/new.items/d06270.pdf

CALL FOR INNOVATIVE USE OF TECHNOLOGY NOMINATIONS
-- http://events.fcw.com/images/2006/GSC06/GSC06Info.htm

CALL FOR ENTERPRISE ARCHITECTURE PAPERS
-- http://www.e-gov.com/event_planning/cfp.asp?Conference=116

DEMOGRAPHICS OF TECHNOLOGY
-- http://www.theamericanconsumer.org/IT%20Service%20Survey%20Study.pdf

E911 STATUS
-- http://www.fcw.com/article92583-03-13-06-Web&newsletter%3Dyes

SERVICE ORIENTED ARCHITECTURE
-- http://www.gcn.com/print/25_6/40129-1.html

CONTACT CENTER MATURITY STUDY
-- http://www.crmadvocate.com/ourtake/researchpaper032906.pdf

CLEAR WRITING FOR CITIZEN IMPACT
-- http://reform.house.gov/UploadedFiles/3-01-2006%20Cheek%20Testimony.pdf

EMAIL MANAGEMENT
-- http://www.govtech.net/news/news.php?id=98835

STATE LEVEL IT OFFSHORING
-- http://www.gao.gov/new.items/d06342.pdf

-- SHARING OPPORTUNITIES --

Scott, a city manager, needs a pointer to grant programs which might assist with costs of implementing 311 services. If you can help, email me and I’ll put you in touch. Thanks!

-- GOOD READING --

The Information Sharing Imperative
http://www.nascio.org/washwatch/NASCIOww/callForAction05.pdf

-- COMING EVENTS --

Enterprise Architecture, Washington, April 5-6
-- http://www.digitalgovernment.com

Voice of the Customer Workshop, Washington, April 13
-- angela.grahamhumes@opm.gov

Help Desk Institute Capital Area Chapter Meeting, Washington, April 19
-- rsvp@hdicapitalarea.com

Knowledge Management Conference, Washington, April 19-21
-- http://www.e-gov.com/event_planning/cfp.asp?Conference=111

AFFIRM USDA Roundtable, Washington, April 20
-- http://www.affirm.org/

Government Contact Center Conference, Louisville, April 26-28
-- http://www.louisvilleky.gov/MetroCall/agcce_conference

INTEROP, Las Vegas, April 30-May 5
-- http://www.interop.com

SOCAP Symposium, Washington, May 7-10
-- http://www.socap.org/
[Fed discount – call 703-519-3700]

Telecom Expense Management Summit, Atlanta, May 8-10
-- http://www.thevoicereport.com/conferences/TEM/

Getting Results with the Multisector Workforce, Washington, May 16-17
-- http://www.digitalgovernment.com/

Mobile & Wireless Conference, Orlando, May 22-24
-- http://survey.computerworld.com/surveys/MWWCallforPresentations06/mwwcallforpresentations06.htm

Streaming Media East, New York, May 23-24
-- www.streamingmedia.com/east

-- PARTING THOUGHT --

"An investment in knowledge pays the best interest.",
-- Benjamin Franklin

Enjoy Spring!