Government Customer Support Update
for April 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 --

GCSC '07 Networking Groups
This year's confirmed networking session topics are listed below. More are being added based on your requests. Check out the full program at http://www.hthts.com/gcs.htm
. and plan to join us in beautiful Alexandria next month!

Drop By @ HDI
If you're at the Help Desk Institute conference, be sure to visit Session 704 on Thursday 5/3 at 9:00 am. We'll explore collaborative organizational methods to expedite resolution of customer issues. Catch me afterward to receive a copy of my new white paper on winning Government customer support practices!

-- CLICK & LEARN! --

Topic: Business Case for Customer Support Initiatives
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, web portal, etc.)?
2. What morale builders work best for your front line people?
3. What is your group's biggest challenge in motivating front line people?
4. Do you want to network with others in Government on this topic?

-- INFORMATION --

Podcasting
-- http://www.govtech.net/magazine/channel_story.php

ITIL
-- http://www.gcn.com/print/26_05/43230-1.html

What to Measure
-- http://www.callcentermagazine.com/shared/article/showArticle.jhtml

Latinos Online
-- http://abcnews.go.com/Business/print?id=2951643

Web Feedback
-- http://www.fcw.com/article97941-03-15-07-Web&defnewsletter=yes

Internet Usage
-- http://www.govtech.net/magazine/channel_story.php

Global eGov
-- http://www.obi.giti.waseda.ac.jp/e_gov/3nd_rankings_en.pdf

-- RESOURCES --

Workforce Challenges
-- http://www.gao.gov/new.items/d07438sp.pdf
-- http://www.gao.gov/new.items/d07556t.pdf

States on the Web
-- http://www.nascio.org/publications/documents/NASCIO-HarmonyHelps.pdf

Protecting Personal Information
-- http://www.ftc.gov/bcp/edu/pubs/business/privacy/bus69.pdf
-- http://www.cnn.com/2007/TECH/ptech/03/14/photocopier.risks.ap/index.html

Telework
-- http://www.section508.gov

Accessibility
-- http://www.thinkservice.com/industry-insider/articles/article526.htm

Consolidation
-- http://csrc.nist.gov/publications/nistpubs/800-58/SP800-58-final.pdf

-- OPPORTUNITIES --

Award Nominations
Heintzman Leadership Award [Canada] -- Closes April 5
-- http://www.iccs-isac.org/eng/pubs/Heintzman%20Award%202007%20-%20Call%20for%20Nominations.pdf

Speaker Calls
ICCM Canada -- Closes April 13
-- http://cfp.questex.com/callforpapers/cfp.asp
PISTA 2007 -- Closes April 26
-- http://www.cyber-inf.org/imsci2007/website/default.asp?vc=4

Job Openings
IT Support Manager
-- http://www.ashevillenc.gov/uploadedFiles/Departments/Human_Resources/City_Employment/JobPosting1.pdf

-- FREE REMOTE SEMINARS --

Wireless Technology in Government
-- https://event.on24.com/eventRegistration/EventLobbyServlet

Service Oriented Architecture
-- https://event.on24.com/eventRegistration/EventLobbyServlet

-- EVENTS --

Next Generation 9-1-1
Washington, April 10-12
-- E-Mail: aaron@e911institute.org

Social Media Summit
Chicago, April 10-13
-- http://www.aliconferences.com/conferences/social_media0407/0407.html

Multicultural Business
Las Vegas, April 11-13
-- http://www.diversitybusiness.com/Events/DivEvent/2007/

Enterprise Architecture
DC area, April 18-19
-- E-Mail: info@digitalgovernment.com

Knowledge Management Professional Society
Washington, April 19
-- E-Mail: Michael.J.Novak@irs.gov

AFFIRM Meeting
Washington, April 19
-- http://www.affirm.org/

Electronic Records Forum
Austin, April 19-20
-- E-Mail: nagara@caphill.com

Contract Management Congress
Dallas, April 22-25
-- http://www.ncmahq.org/meetings/WC07

Usability Week
Washington, April 22-27
-- http://www.nngroup.com/events/washington_dc/agenda.html

Help Desk Institute Conference
Las Vegas, April 30 - May 3
-- http://www.thinkhdi.com/hdi2007/

Web Customer-Centricity
Washington, May 1
-- http://www.foreseeresults.com/Form_Customer2Feb2007.html

SSPA Conference
San Diego, May 6-8
-- http://www.thesspa.com

Government Customer Support Conference 2007
Washington, May 7-9
-- http://www.hthts.com/gcs.htm

Internal Branding
Washington, May 14-17
-- http://www.aliconferences.com/conferences/ib0507/0507.html

Streaming Media
New York, May 15-16
-- http://www.streamingmedia.com/east

Enterprise Search Summit
New York, May 15-16
-- http://www.EnterpriseSearchSummit.com

GSA Expo
Orlando, May 15-17
-- http://apps.fss.gsa.gov/emarketing/expo2007_21207/

Digital Government Research
Philadelphia, May 20-23
-- http://www.ctg.albany.edu/academics/academics?sub=conferences

INTEROP
Las Vegas, May 20-25
-- http://www.interop.com/lasvegas/registration/?priorityCode=MLMVNL48&EMC-EM02D

Call Center Conference
Dallas, May 21-24
-- http://www.ccdemo.com

Managing Technology
Chicago, May 30 - June 1
-- http://www.governing.com/live.htm#mtech7

-- GOOD READING --

Business Alignment
-- http://www.mcgarahan.com/article.cfm?id=57 --

Efficiency v. Adequacy
-- http://www.greatbrook.com/hazards_of_lean_service.htm --

Character
-- http://www.cio.com/archive/030107/coach.html --

-- PARTING THOUGHT --

"Saving money without first focusing on delivering results forces the best people in government to focus on the wrong things."
-- Kim Nelson

"Know your customer, create your success."
-- Michael Sexton

Have a wonderful April!

GCSC '07 Networking Group Topics

Tuesday morning @ 8:00

• Website Design
• Multi-Cultural Workforce
• Six Sigma
• Home Agents
• Communicating Change to the Front Line
• Measuring Quality Service
• More to be added!

• ITIL: How to Turn Your Help Desk into a Service Desk
• Hiring the Next Generation
• VoIP for Home Agents
• 311 Services
• More to be added!