Government Customer Support Update
for August 2007

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• This free eletter serves the Government customer support community of practice (www.fedhelpdesk.osf.noaa.gov)
• It was formerly "Government Customer Support News"
• News and comments are always welcome at Daryl.L.Covey@noaa.gov.

-- COMMUNITY NEWS --

Practices Session @ Signature Conference
If you're planning to attend the Signature Customer Service and Support Professionals' Conference in October, be sure to drop by my session on Government customer support practices on Wednesday morning. The latest version of the full program is at http://www.hthts.com/hdp2007program.htm. I hope to see you there!

-- INFORMATION --

Customer Lessons from the Private Sector
-- http://abcnews.go.com/Business/Consumer/Story

Government Web Sites for Kids
-- http://www.digitalinfrastructure.ziffdavis.com/article/Government+Web+Sites+for+Kids/210858_1.aspx

Federal Web Sites
-- http://www.gcn.com/print/26_16/44592-1.html

Biometric Tokens
-- http://www.gcn.com/online/vol1_no1/44635-1.html

Web 2.0 User Analytics
-- http://www.gcn.com/print/26_18/44716-1.html

New Power Source for Portable Devices
-- http://www.gcn.com/print/26_17/44664-1.html

GeoWeb
-- http://www.gcn.com/print/26_18/44723-1.html

Government Blogs
-- http://www.businessofgovernment.org/pdfs/WyldReportBlog.pdf

Congressional Web Sites
-- http://www.gcn.com/print/26_19/44741-1.html

-- RESOURCES --

Web Design and Usability Guide
-- http://www.usability.gov/pdfs/guidelines.html#1

Federal Citizen Service Activity Study
-- http://www.usaservices.gov/pdfs/USAS_GWASurvey_FinalReport_15Jun07.pdf

Proactive Customer Service
-- http://www.atg.com/en/company/news/newsletter/article.jhtml

Open Document Format Standard
-- http://www.odfalliance.org

Executive IT Glossary
Courtesy of Liza Lowery Massey, The CIO Collaborative
-- http://www.ciocollaborative.com/Glossary2007.pdf

Cross-Boundary Collaboration
-- http://www.nascio.org/publications/documents/NASCIO-CrossBoundaryCollaboration.pdf

Disaster Recovery
-- http://www.nascio.org/publications/documents/NASCIO-DRToolKit.pdf

Evolving Government Workforce
-- http://www.washingtontechnology.com/print/22_12/30984-1.html -- http://www.washingtontechnology.com/print/22_12/30985-1.html

Adaptive Organization Model
-- http://www.outsights.com/Adaptive_Organization_Model_December_2002.pdf

-- REPLY AND LEARN --

Customer Call Recording
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 record customer calls?
3. If so, please briefly share how the recordings are used to improve services.
4. What systems are you using for this?
5. Do you want to network with others in Government on this topic?

-- OPPORTUNITIES --

Share Your Story
Last call for Government practitioner case study proposals for the Signature Customer Service and Support Professionals Conference in Phoenix October 22-24. Contact Lisa@hthts.com ASAP if you wish to submit one.

IS Director Opening
Portland, Maine -- Closes August 3.
-- http://www.jobsinme.com/seek/resultdetail.aspx

Integrator Award Nominations
Closes August 3.
-- http://www.centerdigitalgov.com/industry_summit_launch.php

Contact Center Technologist Opening
State of North Carolina -- Closes August 9.
-- http://www.its.state.nc.us/Career/Career.asp

Business Intelligence Award Nominations
Closes August 10.
-- http://bestpractices.computerworld.com/2007/BIP

Networking Groups

SPAM Web Feedback.
Jason at IRS would like to network on ways to mitigate spam received as user feedback to web pages through email comments applications.

Impacts of New Contact Management Systems
Seanna at the State of Washington would like to network on observed impacts of new contact management and database systems on call durations, wait times, etc.

If you're a Government employee and would like to join either of these groups, please email me.

-- FREE eSEMINARS --

Trends in Defense IT
August 9.
-- https://event.on24.com/eventRegistration/EventLobbyServlet?target=registration.jsp

Citizen Communication and Web Satisfaction
August 15.
-- http://www.govdelivery.com/FCG

-- EVENTS --

Internal Branding
Chicago, August 6-9
-- http://www.aliconferences.com/conf/internal_branding0807/index.htm

SpeechTEK
New York, August 20-23
-- http://www.SpeechTEK.com

Voice Con
San Francisco, August 20-23
-- http://www.voicecon.com/sf

Destination CRM
New York, August 21-22
-- http://www.destinationCRM2007.com

Performance Based Contracting
Washington, August 28-29
-- http://www.potomacforum.org

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

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

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

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

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

-- GOOD READING --

Call Center Management on Fast Forward
Brad Cleveland, ISBN 1-932558-06-3

Public Sector Performance
http://www.kpmg.com/NR/rdonlyres/DD81598D-8839-459B-9431-308A0EA6B792/0/Performance_Agenda_Web2.pdf

Colin Powell on Leadership
http://www.govleaders.org/powell.htm

-- PARTING THOUGHT --

"As we continue to count the dumb things businesses do when communicating with their customers, we would be remiss if we didn't include those famous words, "please hold, your call is important to us."
-- Gary Lemke

Have a great August!