High Tech High Touch Solutions presents

The 5th Annual Government Customer Support Conference and Expo

Establishing Advanced Federal, State and Local Government Contact Centers, Help Desks and Service Portals

Brain Power: Benefit from practical, actionable information on strategy, vision, and execution.

June 14-15, 2006
Sheraton Crystal City
Arlington, Virginia

conference program and certifications at-a-glance

See Detailed Program

PRE-CONFERENCES AT-A-GLANCE - JUNE 12-13, 2006

MONDAY AND TUESDAY, JUNE 12 - 13TH, 2006
9:00 - 5:00 PM	Certified Help Desk Manager ™ - STI Knowledge


TUESDAY, JUNE 13TH, 2006
1:00 - 5:00 PM	Government CRM Boot Camp - Barton Goldenberg

CONFERENCE AT-A-GLANCE - JUNE 14-15, 2006

Each session is identified with their primary focus areas (i.e. Help Desk, Contact Center or Service Portal)

WEDNESDAY, JUNE 14TH, 2006

Track Title	Business Strategies	High Touch Solutions	High Tech Solutions
7:30 - 8:30	REGISTRATION & CONTINENTAL BREAKFAST
8:30 - 9:00	"Presentation of Colors" Welcome & Introduction with the Conference Chair, Daryl Covey and Host, Ivy Meadors
9:00 -9:50	FEATURED KEYNOTE: Judi Zito, Chief Information Officer, Miami-Dade County
10:00 -10:45	Case Study How to Improve Productivity and Reduce Costs Using Mobile Technology	Leadership Skills Leading Less Than Highly Motivated Customer Support Organizations to a Higher Focus on Outstanding Service	*Business Strategy* VoIP in Government Contact Centers: Multi-Channel Options for Reduced Costs Over Distributed Locations
	Patrick Bultema for Aeroprise, presenting case study about the Bureau of Alcohol, Tobacco and Firearms	Kate Nasser CAS, Inc.	Peggy Gritt VoIP Institute
	Help Desk	Help Desk, Contact Center, Service Portal	Help Desk, Contact Center
10:45 – 11:00	MORNING BREAK
11:00 - 11:50	Leadership Skills Raising the Bar: Achieving Advanced Strategic Leadership Thinking	Best Practice How to Meet and Exceed Customer Expectations (Metrics, Strategies and Technology)	*Case Study* Customer Service in Local Government: How Hampton, Virginia’s 311 Customer Call Center is Providing ‘Customer Delight’ to Residents and Tax Payers
	Pete McGarahan McGarahan and Associates	Stuart Willoughby General Services Administration	Liz Nisley City of Hampton
	Help Desk, Contact Center, Service Portal	Contact Center, Service Portal	Contact Center, Service Portal
12:00-12:30	EXCELLENCE AWARDS CEREMONY
12:30-2:00	NETWORKING LUNCHEON and VISIT EVENT PARTNERS
2:00 - 2:45	Mastermind Sessions (sessions may vary depending on attendee interests) Workforce Management, Customer Service, Running a Small Help Desk, Knowledge Management, Metrics, Leadership, Culture, ITIL, Technology, Hiring, Firing & Inspiring, Citizen Service Levels, Help Desk Boot Camp, etc.
3:00 - 3:45	Leadership Skills How to Measure and Reward Individual Performance in a Call Center	Case Study Ready, Set, MEASURE! Implementing GSA’s CSLIC Standards and Guidelines	Business Strategy Phishing, Pharming & Worms; Security Issues Faced by Today’s Help Desk Professional
	Joe McCann VA Insurance Service Call Center	Les Solomon U.S. Census Bureau	Ernie Hayden Port of Seattle
	Contact Center	Help Desk, Contact Center, Service Portal	Help Desk, Service Portal
3:45 – 4:15	VISIT EVENT PARTNERS AND AFTERNOON BREAK
4:15 – 5:15	FEATURED KEYNOTE: Leadership During Major U.S. Disasters: Hurricanes Katrina and Rita Captain Geoffrey Abbott, U.S. Coast Guard "Free conference pass give-away at end of session – must be present to win."

THURSDAY, JUNE 15TH, 2006

Track Title	Business Strategies	High Touch Solutions	High Tech Solutions
8:00 - 8:50	Mastermind Sessions & Continental Breakfast (sessions may vary depending on attendee interests) Workforce Management, Customer Service, VoIP, Self-service, Strategies for Calming Difficult People, Stress Management, ITIL, Inspiring on a Shoestring Budget, Customer Satisfaction Surveys
9:00 - 9:50	FEATURED KEYNOTE: Outstanding Leadership in a Service Culture Brad Worthley, Brad Worthley International
10:00 -10:50	Case Study The Benefits of a 24/7 Live Help Strategy at Utah.gov 2005 Customer Focus Excellence Winner	*Case Study* Strategies for Success in User Provisioning and Identity Management	*Business Strategy* The Technology Behind the Business: Low to No Cost Solutions
	Gary Hogge Utah.gov	Janet Harp IRS	Ivy Meadors High Tech High Touch Solutions, Inc.
	Help Desk, Contact Center, Service Portal	Help Desk	Help Desk, Contact Center, Service Portal
10:50 -11:00	MORNING BREAK
11:00 -11:45	Business Strategy Eight Best Kept Secrets for Unlocking Productivity of Your Call Center Workforce	Case Study Outsourcing – A Roadmap to Ensure Success	Case Study Creating a Service Desk: Effectively Combining ITIL with Technology
	Penny Reynolds The Call Center School	Carole Dobbs & Eileen Dewey GSA	Judy Hogan, Federal Aviation Administration
	Contact Center, Service Portal	Help Desk, Contact Center, Service Portal	Help Desk
11:45 - 1:00	LUNCHEON AND VISIT EVENT PARTNERS
1:00 - 1:30	FACILITATED DISCUSSION ON CUSTOMER SERVICE SOLUTIONS
1:45 - 2:30	Business Strategy Aligning IT with today's business needs using ITIL Best Practice guidelines	Best Practice What’s Your Score? How to Measure Your Contact Center Performance Using the American Customer Satisfaction Index (ACSI)	Case Study Implementing Customer Support Successfully In the Military Sector
	Greg Charles, Ph.D CA	Ron Oberbillig & Sheri Teodoru Federal Consulting Group	Joe DeYoung National Reconnaissance Office
	Help Desk	Contact Center, Service Portal	Contact Center, Service Portal
2:40 - 3:30	Business Strategy CRM in the Government Sector	"Winner Spotlight" Outsourcing - How to Build a Highly Effective Quality Assurance Program 2005 Overall Excellence Winner Paul Craven U.S. Department of Labor Contact Center, Service Portal
	Barton Goldenberg ISM
	Contact Center, Service Portal
3:30 - 3:45	AFTERNOON BREAK
3:45 - 4:30	Best Practice The Building Blocks of an ITIL Initiative	Business Strategy How to Consolidate Government Contact Centers: Benefits, Risks, ROI Judy Hogan FAA Help Desk, Contact Center, Service Portal
	Donna Holt Help Desk Xlence
	Contact Center
4:30 - 5:00	CONFERENCE WRAP-UP: Conference highlights, closing thoughts and give-aways (must be present to win)

Register now!

Reach us at solutions4U@hthts.com or call 425-398-9292.