Produced by High Tech High Touch Solutions

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The ORIGINAL Conference Designed Specifically for Government Customer Service and Support Centers:

Contact Centers, Call Centers, Service Desks, Help Desk, and Web Service Portals

High Tech High Touch Solutions offers comprehensive customer support conferences. Our goal is to revolutionize the service and support business by sharing a wealth of valuable information on industry best practices relative to people, process, information, and technology through educational forums, with online communications and by facilitating networking in our industry. 

Date and Location

May 22-23, 2012
Sheraton National Hotel
Arlington, VA



Leaders of service desks and help desks, contact/call centers, web service portals, and other touch points for Government’s internal end external customers come together at the Annual Government Customer Support Conference (GCSC)  to redefine how our Government can deliver extraordinary service and achieve success during a time of great change.

The Government Customer Support Conference offers the ultimate learning experience that includes a balance of Leadership, Innovation, Synergy and Cutting Edge Success Strategies.  Content will be forward thinking and will provide unprecedented education on how to improve efficiencies in delivering service with creative technology usage, advanced processes and superior skills to help motivate and lead teams in this challenging time. GCSC includes a strong focus on leadership and communication.

What to Expect

  • Two full days of powerful insights, ideas and motivation in an intimate setting that facilitates making strong connections with others.

  • Shop Talk sessions to participate in for in-depth discussions on the hottest industry topics.

  • Numerous opportunities to meet and share with others who are responsible for the ultimate success of their centers.

  • A primary focus and emphasis on delivering advanced leadership techniques.

  • Experts sharing their perspectives on key practices and trends.

What You Will Learn

  • How the leaders in today's Government customer support achieve and maintain excellence.

  • Proven strategies, the latest technologies, new approaches and forward-thinking ideas.

  • Who else in Government shares your challenges and how they are dealing with them.

  • The roles of leadership and strategic vision in delivering responsive customer care.

Why You and Your Colleagues Should Attend
  • Meet and share valuable best practices with colleagues throughout the Government at the Federal, and local levels..

  • Learn to strategically anticipate the evolution of customer needs.

  • Learn how to respond to organizational pressures and critically evaluate your options. 

Who Should Attend

Primary job titles extending across personnel and management at all levels of Government responsible for customer service and support:

  • Executive / Corporate Management in State, Local and Federal Agencies (CIO, COO, CEO, CKO, VPs)

  • Frontline Leaders and Executives (Directors, Managers, supervisors, leads)

  • Managers of Call Centers and Contact Centers

  • Managers of Technical Support (IT)

  • Frontline Professionals (representatives, agents, technicians, analysts, administrators)

  • Managers and Staff of Online Government Services Contracting Officers and Representatives

  • Consultants / Service Providers / VARs / Outsourcers / Education and Training organizations

  • Vendors who offer technology and services for Government service and support organizations

  • Others Interested in excellence for Government Customer Service and Support

What Makes This Event Unique Relative to the Speakers

You attend conferences for the educational experience. You shouldn't have to pay to hear a sales pitch, listen to speakers read their slides or drink from a fire hose. The number one complaint we hear about the sessions at GCSC are that they not long enough because the speakers are so good and their content so valuable that they want to hear more.

  • All speakers are screened and pre-qualified to ensure material presented will deliver useful information. Slides are reviewed and approved before they are presented.

  • No product vendor speakers. Vendor speakers cannot purchase a speaking opportunity either, like other events permit.

  • Over 75-80% of the speakers are vendors at the majority of other events in the service and support industry.

  • GCSC speakers are highly qualified to deliver their presentations - know their material well and are skilled presenters. The majority of our speakers are invited to speak at other industry events, once they hear about them speaking at our events. The competitors know the caliber of speakers at our events. We are pleased the speakers get these opportunities.

  • You will receive templates, handouts, and resource listings to use in your own organizations.

  • All material is provided online for easy access.  There are no printed proceedings to carry around.

  • Sessions are interactive. You will get your questions answered and can share your comments openly.

  • The event is designed from the input of people in the industry who have identified the most critical content to establish advanced call centers, help desks and service portals.

General Questions and Answers

Who can I contact if I have questions about the conference?

You can contact High Tech High Touch Solutions by calling 425-398-9292 or email

What is the cost of attending?

Click on the register link to see conference pricing.

How do I change my registration?

You can call our office at 425-398-9292 or email anytime.

What is your cancellation policy?

The cancellation policy can be seen by scrolling to the bottom of the register page.

When is onsite registration?

You will be able to register anytime after 8:00 am on the first day of the event and throughout the conference.

What do I need to bring with me to the conference?

We recommend a spiral notebook or your laptop for keeping all the notes you take for future use. You are welcome to bring your laptop to the sessions. Be sure to bring your camera too!

Can I register over the phone?

Registrations are accepted online, to expedite processing and ensure completeness of the form, and we are also more than happy to take your registration by phone at 425-398-9292.

Can I use a form of payment other than a credit card?

You can pay by check or credit card - whichever works best for you. If you would like an invoice, email to let us know. We are happy to email you one.

When should I register?

To ensure your spot at the conference, it is important to register early. The hotel room availability is limited so it would be a good idea to reserve your room early. You can always cancel your room later but you can't always get a room later. To maintain an intimate learning environment the event is limited to 70 attendees maximum. It would be a good idea to register sooner to be sure you get a seat.

Can I get a discount for bringing my colleagues?

Yes, you can save $100 off each registration, if three or more register from your organization (all attendees must be registered by one person at the same time). This credit is applied during the registration process.

Conference agenda

What is the schedule for the conference?

Click here or the program link in the menu to review the schedule.

What time does the conference end?

The general conference will end at 5:30 pm.

Sponsorship Options

How do I become a sponsor of the GCSC 2011 event?

Email to request more information.

Hotel and travel

What airport do I fly in to?

The closest airport is Ronald Reagan Washington National Airport (DCA).

Shuttle Service: If you are flying into Ronald Reagan National Airport, the Sheraton hotel provides complimentary shuttle service every 30 minutes from 6 AM until 11 PM. Simply call the hotel from the courtesy phones available at each terminal for shuttle pickup.

How do I book a hotel room?

There is a reserved room block for conference attendees at the Sheraton National with a group rate. These rooms are limited, so we recommend making your reservations well in advance. Please call the toll free reservation number at 800-325-3535 to make your reservations. You must tell them you are attending the Government Customer Support Conference to receive the special rate.

What is the cost of the hotel room?

The negotiated standard room rate is $224.00 per night plus tax. (Note: Room rates are quoted exclusive of applicable state and local taxes or applicable service, or hotel specific fees in effect at the Hotel at the time of the meeting.)

Will I have internet access?

Yes, there is wireless and wired internet connections in your hotel room. Be sure to ask about getting access when you check in.

What are my transportation options?

The Metro, taxis and rental cars can be picked up at the airport for the short drive to the Sheraton. There is a shuttle from the Ronald Reagan Airport. See notes above about the shuttle service.

Is there parking at the hotel?

Valet and self-parking options are available.

Presentation submittals

How can I speak at the conference?

Please email to discuss future opportunities. This event is complete for 2012.

Other questions

Can my family come with me?

Yes! Your guests are welcome to stay with you at the hotel. You can even bring your pets to this animal friendly hotel. They offer Sheraton Sweet Sleeper Dog Beds too!

There are plenty of activities and amenities in the area to keep the family busy while you are enjoying the conference. We invite you to bring your guest (anyone over 18) to attend the conference with you also, but they must not be someone who works in our industry.  Many guests enjoy the leadership presentations and customer service topics. Please let us know your guest's name in advance.

What should I wear?

We want you to be comfortable - business casual or casual is perfect for springtime in Arlington! Be sure to wear layers because conference rooms can be too cool or get too warm.


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