Government Customer Support Update
for September 2006

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-- COMMUNITY NEWS --

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: http://www.hthts.com/hdp.htm. 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 http://www.hthts.com/specials. with ID “asp” and password “asphdp06”. Program details are at http://www.hthts.com/hdp.htm. 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 http://www.usaservices.gov/cstimes0806.htm. -- 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.

-- INFORMATION --

eGov Leaders
-- http://www.insidepolitics.org/egovt06us.pdf
-- http://govtech.public-cio.com/newsStory.php?id=2006.08.17-100603

WIKIs
-- http://www.gcn.com/print/25_25/41673-1.html

Katrina's IT Lessons
-- http://www.eweek.com/category2/0,1874,1855141,00.asp

Multichannel Customer Support
-- http://www.tmcnet.com/call-center/0806/customer-relationship-management.htm

N11 Centers
-- http://www.public-cio.com/story.php?id=2006.08.10-100534

Telework Training
-- http://www.telework.gov/courses/index.html

-- GOOD REFERENCES --

Broadband & eGovernment
http://www.nascio.org/publications/documents/NASCIO_Bowling_for_Broadband2.pdf http://www.govtech.net/magazine/channel_story.php/100718

Network Security
http://www.networkworld.com/whitepapers/nww/TrendMicro_Security_EG.pdf

Online Search Performance
http://www.atg.com/MEDIA_ImageRepository/m330003_PSGSeekerExperienceSurvey.pdf

Public Safety Communications
http://www.apcointl.org/about/callstds/First-Level_Supervisor.pdf

-- OPPORTUNITIES --

Database administrator opening
-- http://www.columbiasc.net/

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 Chuck@TelCoa.org ASAP.

Innovations Award Nominations
http://www.innovationsaward.harvard.edu

Free Business Intelligence Magazine
https://www.iesubscriptions.com/new/

-- WEBINARS --

ITIL
-- http://ca-itil.eseminarslive.com/eng/nonAuthGeneric/abouttheshow.cfm

Operational Excellence in the Public Sector
-- https://www.seeuthere.com/rsvp/invitation/invitation.asp?id=/m2c4ec-691515421634

Remote IT Support
-- http://www.gotoassist.com/s/crm/082906

Sensitive Data Risks
-- http://www.itcinstitute.com/events/eventDetails.aspx?eventId=38

-- COMING EVENTS --

Plain Language Training, Washington, September 6
-- annetta.cheek@faa.gov

Infrastructure Management World, Scottsdale, September 11-13
-- http://www.imworldusa.com

Enterprise Architecture, Washington, September 11-13
-- http://events.fcw.com/EventOverview.aspx?Event=EA06&NoCache=632864855419194621

Customer Relationship Management Summit, Chicago, September 11-13
-- http://www.gartner.com/2_events/conferences/crf8.jsp

Call Center Exhibition, Seattle, September 11-13
-- http://www.ACCEicmi.com

IT Roadmap, Dallas, September 13
-- http://www.networkworld.com/events/itsem.html?

Strategic Sourcing, Washington, September 13
-- http://www.govexec.com/breakfasts/Sep13-2006.html

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

Performance Measurement for Government, Washington, September 13-15
-- http://www.aliconferences.com/conferences/pm_govt0906/0906.html

Destination CRM, San Jose, September 17-19
-- http://www.destinationCRM2006.com

IT Asset Management, Orlando, September 18-20
-- http://www.gartner.com/2_events/conferences/bam14.jsp

INTEROP, New York, September 18-22
-- http://www.interop.com/newyork

IT Service Management Forum, Salt Lake City, September 18-23
-- http://www.itsmfevent.com

Government Support Symposium, San Antonio, September 24
-- http://www.hthts.com/hdp.htm

Help Desk Professionals Conference, San Antonio, September 25-27
-- http://www.hthts.com/hdp.htm

IT Compliance, Washington, October 2-4
-- http://www.itcinstitute.com/Conference/index.aspx

Customer Service Week, October 2-6
-- http://www.csweek.com/customer_service_week.php

Managing Performance, Austin, October 4-6
-- http://www.governing.com/govconf.htm#mgt

Internet Telephony, San Diego, October 10-13
-- http://www.itexpo.com

IMS Expo, San Diego, October 11-13
-- http://www.imsexpo.com

Government Open Source Conference, Portland, October 12-13
-- http://www.goscon.com/

iForum Global, Orlando, October 22-25
-- http://www.citrixevents.com/English/register/index.asp?eventID=2161

e-GovWorld, New Delhi, October 26-28
-- http://www.egovworld.org/

KM & Intranets, San Jose, October 31 – November 2
-- http://www.kmworld-intranets.com

Mobile Business Expo, Chicago, October 31 – November 3
-- http://www.mobilebusinessexpo.com/conference/schedule-by-day.php

Streaming Media West, San Jose, October 31 – November 2
-- http://www.streamingmedia.com/west

-- PARTING THOUGHT --

“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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