11th Year Anniversary
Government Customer Service Conference
Thank you for attending Digital Government Institute's December 3, 2009 Government Customer Service Conference. Below are links Event Presentations and other reference materials. If you have any questions, please contact us at info@digitalgovernment.com.

Looking Outside In: Understanding and Meeting Basic Customer Service Expectations
Ryan Pellet, Vice President, Global Business Units, Convergys
 

Moving the Masses: A Look at the Digital Television Conversion of 2009
Anita Wallgren, Director, DTV Coupon Program, National Telecommunications and Information Administration, Department of Commerce and Stefanie Langsam, Principal, SGL Consulting, an affiliate of The Legacy Network
 

Delivering Customer Service in the Cloud
Kevin Paschuck, Vice President Public Sector, RightNow Technologies
 

Launching Government Programs in Dynamic Environments
Carol Kline, Chief Information Officer, TeleTech
 

Designing the Help Desk of Tomorrow
Greg Bailey, Chief, Customer Assistance Division, Army Training Support Center
Kevin Woznick, Senior Program Manager, HP
 

The Internet and Civic Engagement
Aaron Smith, Research Specialist, Pew Internet and American Life Project
 

The Power of Peer Review: Learning from Award-Winning Programs
Adelaide O'Brien, Research Manager, IDC Government Insights [Moderator]
Phil Bertolini, Deputy County Executive and CIO, Oakland County, Michigan
Phil Bertolini, Deputy County Executive and CIO, Oakland County, Michigan
Attached is the additional resource Phil mentioned during his presentation.
Amy Burnett, Program Director, Centers for Disease Control and Prevention, Department of Health and Human Services
Martin Coffey, Team Leader, Office of Public Service and Operations Support, Ready Retirement Team, Social Security Administration
Nancy Sternberg, Program Manager of Business.gov, U.S. Small Business Administration
 
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