Customizing Customer Contact

Digital Government Institute's 9th Annual Government Customer Service Conference delivered 16% more government attendees than the prior year, continuing to make it one of the largest events serving public sector professionals responsible for government customer service and contact centers.  "The entire day was enlightening and possibly the best conference I have attended," commented one of the attendees.

The event kicked-off with a line-up of esteemed veteran customer services professionals serving the public sector (pictured right).  Discussing "The Challenge of Multi-Channel Service Delivery: Life Outside the Beltway", Daryl Covey, NEXRAD Hotline Manager, National Weather Service, NOAA, Commerce and Facilitator, Cgov Community of Practice, moderated the session (and acted as Conference Master of Ceremonies).  Panelists included Phil Bertolini, Deputy County Executive and CIO, Oakland County, MI; Amy Burnett, Program Director, Centers for Disease Control and Prevention, HHS (at microphone), and Stefanie Langsam, Principal, SGL Consulting.  "Some interesting information was provided relevant to our agency," commented one attendee.  "Different approaches were very complimentary," said another.

Jim McDonald, Executive Consultant, Contact Center Design, Cisco (left)  discussed "Streamlining Customer Service with Integrated Communications".  "Very informed speaker, also provided good insight into the foundations of first person responding to customer service inquiries," commented one attendee.  " Jim provided good examples and models for streamlining services." said another.  This session was recorded and available to view on DGI's website.

Lisa DeMille, Manager, Solutions Consulting, RightNow Technologies (left) presented "The Federal Customer Experience: Engaging Our Citizens".  "Excellent! Very good points. And loved the take away bullets – Go mobile, be social, stay engaged!" commented a Contact Center Specialist from a federal government agency.  "Good recommendations. Excellent Speaker. Cloud monitoring sounds like an interesting topic," said another attendee.  This recorded session is also available to view.

Aaron Smith, Research Specialist, Pew Internet and American Life Project, and Karen Trebon, Program Analyst, Center for New Media and Citizen Engagement, Office of Citizen Services and Innovative Technologies, GSA (pictured right) discussed "Trends for Connecting with Customers: They Want it All", which reviewed the Pew Internet and American Life Project Report "Government Online" aimed at understanding how the internet is changing the way Americans get government information and interact with public agencies.  "Very informative presentation. Great survey data. Relevant," commented an attendee.

Other Sessions Recorded and Available to View:

• Government Customer Service Study: Evaluating Challenges and Exceeding Expectations, presented by Lisa Dezzutti, President, Market Connections, Inc.  " Lisa's presentation was a wealth of info," commented one attendee.  All conference attendees received a copy of the report summary and full report.
• Customer Service Best Practices from 1-800-Medicare, presented by James Gordon, Vice President, Health Solutions, Vangent.  "Provided overview of Best practices in customer services, good operating agreements and innovations," said an attendee.

View the Virtual Event

Several Conference sessions and sponsor demos are available to view online.  You can also view a slideshow of the event online here.

The Networking Expo

Pete Gastelle (right) discussed Cisco customer services solutions with an attendee.

The Vangent team networks with attendees during the break.

Attendees visit RightNow Technologies' booth to see if they "won".

Jim McDonald, Cisco (left) answers an attendees' question after his session.

Attendees visit sponsors during dedicated exhibit time to learn more about customer service technologies, strategies, and solutions.

Sponsor Demos

Several Conference Sponsor demos are available to view online.

What Attendees Said

About the 2010 Government Customer Service Conference:

• "Content was excellent and timely; top notch speakers."
• I enjoyed the "Real world examples coupled with best practices."
• "Good timing, really enjoyed the table talk. We had a great conversation / discussion on improving customer service."
• "The conference gave a full overview of what the agencies are asking and techniques used to help get improved customer service to their constituents."
• "Very professional, yet relaxed. I thoroughly enjoyed it."

Education Advisory Committee

Digital Government Institute thanks the Education Advisory Committee for its input on developing the Conference Program:

• Phil Bertolini, Deputy County Executive and CIO, Oakland County, Michigan
• Dora Best, Manager, Trademark Assistance Center, U.S. Patent and Trademark Office, Department of Commerce
• Amy Burnett, Program Director, Centers for Disease Control and Prevention, Department of Health and Human Services
• Martin Coffey, District Manager, Social Security Administration, Chattanooga, TN
• Daryl Covey, NEXRAD Hotline Manager, National Weather Service, NOAA, Department of Commerce and Facilitator, Cgov Community of Practice
• Tangita Daramola, Senior Advisor, Office of the Medicare Ombudsman, Centers for Medicare and Medicaid Services, Department of Health and Human Services
• John Edgar, Vice President. Information Technology Solutions, USPS
• Pete Gastelle, Consulting Systems Engineer, Cisco
• Melissa Hardt, Director of Marketing, RightNow Technologies
• Martin Hatfiel, Manager, Army Training Help Desk (ATHD), Army Training Support Center
• Stefanie Langsam, Principal, SGL Consulting
• Adelaide O'Brien, Research Manager, Government Insights
• Teresa Rivera, Outreach and Awareness Manager, Acquisition Services Directorate, National Business Center, Department of the Interior
• Aaron Smith, Research Specialist, Pew Internet and American Life Project
• Robert Smudde, Agency Services and Outreach Division, Office of Citizen Services, General Services Administration
• Karen Trebon, Program Analyst, Center for New Media and Citizen Engagement, General Services Administration
• Shana Webster-Trotman, Management and Program Analyst, Office of Deputy Commissioner for Trademark, U.S. Patent and Trademark Office, Department of Commerce