Government Customer Support Update
for July 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 --

Announcing GCS '08!
Plan to join us for the seventh annual Government Customer Support Conference program during April 28-30, 2008 at the Hilton Old Town in beautiful Alexandria, Virginia. Your program ideas and session proposals are welcome!

-- INFORMATION --

Keystroke Authentication
-- http://www.gcn.com/print/26_12/44366-1.html

911 Text & Video
-- http://www.latimes.com/news/local/la-me-text13jun13,1,296583.story

Social Networking
-- http://www.1to1media.com/view.aspx

IVR Design
-- http://www.speechtechmag.com/Articles/ReadArticle.aspx

Digital Inclusion
-- http://www.govtech.com/dc/articles/124089

Hiring & Keeping Tech Talent
-- http://www.washingtontechnology.com/cgi-bin/udt/im.display.printable
-- http://www.washingtontechnology.com/print/22_10/30838-1.html

Broadband Ranking
-- http://www.usatoday.com/tech/news/techpolicy/2007-06-25-net-speeds_N.htm

Customer Analytics
-- http://www.informationweek.com/news/showArticle.jhtml

-- RESOURCES --

Digital Signatures
-- http://www.gcn.com/online/vol1_no1/44444-1.html

Silo Busting
-- http://www.cio.com/article/118350?source=nlt_cioinsider

Information Exchange
-- http://www.niem.gov

Aging Citizens
-- http://www.deloitte.com/dtt/cda/doc/content/dtt_AgingCitizen032607.pdf

eGov
-- http://web.worldbank.org

Recruiting
-- http://www.hreonline.com/HRE/story.jsp

-- OPPORTUNITIES --

Tell Your Story
There's still room for a couple of good practitioner case studies in the Signature Customer Service and Support Professionals Conference (aka Help Desk Professionals' Conference) program in Phoenix October 22-24, but the program is filling fast. Contact Lisa@hthts.com for proposal guidelines.

GCN Awards
For excellence in applying IT -- closes July 16.
-- http://www.gcn.com/acmfiles/2007_GCN_Awards_Nomination_Information.pdf

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

-- FREE eSEMINARS --

Virtual Security
-- http://events.unisfair.com/index.jsp

Building Teamwork Between the Frontline and Beyond
July 10.
-- E-Mail: solutions4u@hthts.com

-- EVENTS --

Digital Government Research Institute
New York, July 8-14
-- http://www.ctg.albany.edu/projects/dg_inst

Call Center Campus
Purdue University, July 9-12
-- http://www.callcentercampus.com

Emergency Communications Technology Fair
Washington, July 12
-- E-Mail: carla@e911institute.org

Federally Employed Women
Washington, July 16-20
-- www.fewntp.org <

Business Continuity Forum
New York, July 17-18
-- http://www.cio.com/bc_2007

Segment Architecture
Washington, July 24
-- http://www.potomacforum.org

Customer Feedback
Las Vegas, July 30 - August 2
-- http://www.iqpc.com/us/CFweek

CXO Summit
California, August 5-6
-- http://www.cxosummit.com/register.htm

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

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

Business Intelligence
Washington, August 22-23
-- http://www.digitalgovernment.com/Seminars

-- GOOD READING --

What Leaders in eGov Do
http://www.accenture.com/Global/Services/By_Industry/Government/R_and_I/DeliveringonthePromise.htm

Contact Center Satisfaction Trends
http://www.aspectindex.com/index_na/images/Aspect_Satisfaction_Index.pdf

-- PARTING THOUGHT --

"The customer doesn't expect everything will go right all the time; the big test is what you do when things go wrong."
-- Sir Colin Marshall

Happy 4th!