Government Customer Service Conference & Expo

Digital Government Institute's 10th Annual Government Customer Service Conference delivered 7% 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.  "Best One Ever!," commented one of the attendees.  "This is my 3rd DGI conference and I was not disappointed."

Pictured left, Conference Master of Ceremonies Daryl Covey, NEXRAD Hotline Manager, National Weather Service, NOAA and Facilitator, Cgov Community of Practice received a gift from Mike Smoyer and the DGI team for Daryl's 38 years of federal government service.

Bev Godwin, Director, Federal Citizen Information Center, Office of Citizen Services and Innovative Technologies, GSA (right ), Sheila Campbell, Director, Center for Excellence in Digital Government, Office of Citizen Services and Innovative Technologies, GSA (right), and Dr. Pamela Johnson, Co-founder, Voxiva presented the opening session "Three Decades of Customer Service: National Performance Review to Executive Order 13571".  "Great trio to start off the conference," said an attendee.  "Appreciate hearing from actual government leaders in the field who are change agents."

Gary Hall, Chief Technology Architect, Cisco Systems (left)  presented "Transforming Customer Service Through Virtualization, Collaboration, and Mobility".   Commented one attendee "Good take-aways. Notes I took during this session will be the most useful later at work."

Susie Adams, Chief Technology Advisor, Microsoft (left) was a "Great speaker;  very informative, effective and engaging" who presented "Innovative Technologies To Improve Government Customer Service".  "Good writing examples and delivery." "Excellent information, very interesting."

Larz Pearson, Acting Chief, Business Modernization and Portfolio Planning, IRS (right) gave an "Interesting and thought provoking" presentation on "The Discipline of Customer Experience Mapping: An IRS Example".  "Experienced mapping talk can be useful. Use of survey information for improvement is important consideration – excellent session."

Session " Voice of the Constituent: A Model for Servicing Across Channels", presented by Steve Graff, Vice President of Technology and Chief Architect, Autonomy (left) lead a "good discussion of media alternatives / channels used by businesses and agencies – good involvement of audience."

One of the highlights of the day was afternoon Keynote Speaker Jeffrey Hayzlett, BestSelling Author of “The Mirror Test”, Global Business Celebrity, and Former CMO of Eastman Kodak (right) who gave a “very motivational”  presentation on “Give Your Agency the Mirror Test — Is Your Agency Really Breathing?”  Commented attendees:  “An amazing interactive speaker. Pointed and direct to the point.”  “Highly entertaining. Great Kodak case study."

The Networking Expo

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
• Mary Anne Bright, Associate Director, Office of Public Information and Resource Management, Office of Communications and Education, National Cancer Institute
• Daryl Covey, NEXRAD Hotline Manager, National Weather Service, NOAA, Department of Commerce and Facilitator, Cgov Community of Practice
• Pete Gastelle, Consulting Systems Engineer, Cisco
• Carolyn Kaleel, USA Contact Project Manager, GSA
• Abraham Marinez, Senior Advisor - Customer Experience, Federal Student Aid, Student Experience Group, U.S. Department of Education
• Adelaide O'Brien, Research Manager, Government Insights
• Teresa Rivera, Outreach and Awareness Manager, Acquisition Services Directorate, National Business Center, Department of the Interior
• Kim Taylor, Director Web Services, Congressional & Public Affairs, USDA/Food Safety and Inspection Service
• Karen Trebon, Program Analyst, Center for New Media and Citizen Engagement, General Services Administration

What Attendees Said

What Attendees Said About the 2011 Conference:

• "This is my 3rd DGI conference and I was not disappointed."
• "Phenomenal.”
• “All subjects were very informative and appropriate. Great job finding the right topics and speakers.“
• “Great mix of federal and private sector speakers with interesting program topics.”
• “All speaker had something to say that I felt was applicable to my organization and my job.“