GOVERNMENT CONTACT CENTER NEWS - July 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.

-- COMMUNITY NEWS --

THE Cgov MODEL
The pathway to 21st Century Government’s customer support premiered at GCSC ’06 is now linked from the top of our web site.

GCSEA WINNERS
This year’s Government Customer Support Excellence Award winners are:

Teamwork Excellence:	Space and Naval Warfare Systems Center, New Orleans
Technical Excellence:	Utah.gov
Customer Focus:	Miami-Dade 311 Answer Center
Overall Excellence:	Space and Naval Warfare Systems Center, New Orleans

Congratulations to all of our finalists and winners! Watch for both a new white paper on this year’s “winning practices” and the opening of nominations for 2007 here this fall.

FIFTH & GREATEST!
Our fifth annual program at Government Customer Support Conference 2006 was the best ever, and work is already underway for 2007. Look for us in the DC area around the same time next year, and please share your program ideas!

ROOMS AT HDP
For Feds attending the Help Desk Professionals Conference in San Antonio this year, there are limited rooms available at the published lodging rate by calling 800-233-1234 (be sure to mention the event). The conference URL is http://www.hthts.com/hdp.htm.

THANKS BOB!
Manager Bob Malloy hosted a very educational and enjoyable tour of World Bank’s global support center following GCSC ’06. This month’s great parting thought (below) is from a posting in their operations area. Look for another great site tour in conjunction with GCSC ‘07!.

-- CLICK & LEARN! --

Key Performance Indicators
If you’re a Government employee or Government contract employee, CLICK HERE and respond to the following:

1. At what level of Government do you work (Federal, state, or local)?
2. What type of operation do you work in (help desk, call center, web portal, etc.)
3. What metrics (up to three) do you most rely upon to monitor the effectiveness of the support you provide to customers?
4. What metrics (up to three) do you most rely upon to monitor the efficiency (resource optimization) with which you support your customers?
5. Do you want to network with others in Government on customer support metrics?

-- INFORMATION --

CUSTOMER EXPERIENCE MANAGEMENT
-- http://www.crmguru.com/editor/top_10/1732.php

IT TRANSFORMATION TIPS
-- http://www.fcw.com/article94843-06-12-06-Print&slnewsletter%3Dyes

WEB PORTAL OVERSIGHT
-- http://www.gcn.com/online/vol1_no1/40941-1.html
-- http://www.fcw.com/article94181-04-26-06-Web&newsletter%3Dyes

EMAIL MONITORING
-- http://www.cnn.com/2006/TECH/internet/06/05/email.snooping.reut/index.html

SELF SERVICE & VOICE TECHNOLOGY
-- http://www.destinationcrm.com/whitepapers/

IT LEADERSHIP
-- http://www.gcn.com/online/vol1_no1/40911-1.html

WEB SATISFACTION
-- http://www.fcw.com/article94935-06-20-06-Web&newsletter%3Dyes

PATCH MANAGEMENT
-- http://csrc.nist.gov/publications/nistpubs/800-40-Ver2/SP800-40v2.pdf

CHECK OUT GOOGLE GOV’T
-- http://www.google.com/ig/usgov

IT AWARD NOMINATIONS
-- http://www.postnewsweektech.com/awards/
-- http://fcw.com/risingstar/
-- http://events.fcw.com/events/2006/EA/award/EA06_Award.htm

IT CERTIFICATION & ACCREDITATION
-- http://www.dni.gov/canda/forums/

-- WEBINARS --

The Road to ITIL
-- http://www.itimassociation.com/webinars.aspx

Municipal Wireless
-- http://www.govtech.net/digitalcommunities/event_dc_webinar.php

-- GOOD REFERENCES --

Wireless Security
http://www.networkworld.com/whitepapers/nww/0205_ExGd_WirSec_Avaya.pdf

IPv6 Transition Guide
http://www.cio.gov/documents/IPv6_Transition_Guidance.doc

-- OPPORTUNITIES --

City CIO Vacancy
Contact Monica at marchese66@msn.com.

GCSC Advisory Board
If you’re an interested government employee, please send me a brief professional bio and summary of why you’d like to be considered for the Government Customer Support Conference 2007 advisory board.

-- COMING EVENTS --

Excellence in Government, Washington, July 10-11
-- http://www2.govexec.com/EIG2006/index.cfm?CFID=613445&CFTOKEN=70928608

Call Center Campus, West Lafayette, Indiana; July 10-13
-- http://www2.itap.purdue.edu/conferences/pdfs/2006CCCBrochure.pdf

Strategic Internal Communications, Washington, July 12-14
-- http://www.aliconferences.com/conferences/internal_comm_gov0706/0706.html

E911 Technology Fair, Washington, July 13
-- jamie.radice@e911institute.org

Identity Management & e-Authentication, Washington, July 13-14
-- http://www.potomacforum.org/?p=view&id=149

Politics and Information Systems, Orlando, July 20-23
-- http://www.conf-info.org/pista06/website/default.asp

itsGov Technology, Washington, July 26
-- http://www.itsgov.com/

Meeting New Privacy Challenges, Washington, July 20
-- http://www.potomacforum.org/?p=view&id=150

Customer Feedback Metrics, Chicago, July 31 – August 2
-- http://www.iqpc.com/cgi-bin/templates/singlecell.html?topic=236&event=10327

IT Governance, Orlando, August 6-8
-- http://www.pinkelephant.com

Citizen-Centered Service, Washington, August 7-8
-- http://www.performanceweb.org/CENTERS/GPM/Events/P540/P540.pdf

SpeechTEK, New York, August 7-10
-- http://www.speechtek.com/ME2/Audiences/Default.asp

ICCM, Chicago, August 14-16
-- http://www.iccm.com

Customer Self Service, San Francisco, August 15-16
-- http://www.sharedinsights.com/css

CIO Symposium; Coronado, CA; August 20-22
-- http://www.cio.com/conferences/welcome.html?ID=1143

-- PARTING THOUGHT --

"A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so."
-- Gandhi

Happy 4th!

-- Last Month's "Click and Learn" Responses --

Tracking Systems
Responses were 46% Federal, 38% state, and 16% local, with an even mix of help/support desk operations and call/contact centers. Systems in use for tracking were “none” or “home grown” for 38% of respondents, while systems in use included (no particular order) Peregrine, Computer Associates, Remedy, Sunguard, Magic, and HEAT. Systems which respondents said they’d like to learn more about included “off the shelf” systems (for those currently using “home-grown”), web-based systems, and help desk applications for tracking customer equipment configurations. Thanks to all who responded!