e-Presentations from the Citizens Service Conference,10/12-10/13/04

PowerPoint Presentations

CITIZEN SERVICES: How to Develop an Integrated Approach to Serve Citizens Better
Continental Ballroom, Cafritz Conference Center,
The George Washington University
Washington, DC
October 12-13, 2004

Presented by the Digital Government Institute, Council on Excellence in Government, Treasury’s Federal Consulting Group, George Washington University, and the Government Contact Center Community of Practice

Agenda

October 12

Program Moderator – James Vaughn, Deputy Program Manager, USA Services Initiative, General Services Administration

What the Pew Internet & American Life Survey Results Mean to Federal Agencies

Lee Rainie, Director, Pew Internet & American Life Project
PowerPoint: E-Government: What Americans Want (201kb)
The Report: How Americans Get in Touch with Government (881kb)

Keynote: Martha Dorris, Deputy Associate Administrator, Office of Citizen Services and Communications, General Services Administration
PowerPoint: USA Services: Making the Federal Government More Citizen-Centric (2.4mb)

How Agencies Are Setting Priorities in Terms of their Constituents

Moderator – Anne Kelly, Chief Executive Officer, Federal Consulting Group, Dept. of the Treasury

Melanie Barton, Pacific Consulting Group: PowerPoint: Developing a Strategy to Improve Customer Experience in IRS’ Small Business/Self-Employed Division (187kb)

Diane Castiglione, Office of Recruitment, Dept. of State PowerPoint: Who’s the Boss? Listening to the Marketplace (860kb)

Bernie Lubran, Project Manager, Federal Consulting Group, Dept. of the Treasury – American Customer Service Index

PowerPoint: Looking Ahead to How Citizen Demands Will Drive Agencies’ Customer Service Priorities in the Coming Years (493kb)

Industry Panel – The Near Future: Mapping Audience and Need to the Right Communication Strategy

Moderator – James Vaughn, General Services Administration
Dan Cruice, Vice President, Government Markets, ICT Group
Steve Deitz, Director of Contact Center Solutions, Datatrac Information Services
James Gordon, Vice President, AspenCRM, Aspen Systems Corporation
Terry Kroshus, Director of Call Center Operations, Pearson Government Solutions
William McKinney, Vice President of Product Development, TeleTech, Global Services

Call Center Consolidation: How to Build a Business Case and Get Funding

Moderator – Daryl Covey, NOAA and Government Contact Center Community of Practice

Kathy French, Federal Trade Commission
PowerPoint: FTC Consumer Response Center (138kb)

Anita Noguera, Fish and Wildlife, Dept. of Interior
PowerPoint: Building a Business Case (162kb)

Ron Watson, Beyond Zebra
PowerPoint: Call Center Consolidation (16kb)

Raising Citizen Awareness of Services through Creative Outreach

Moderator—Marci Hilt, Office of the US Trade Representative
and Federal Communicators Network.

Stephen W. Warren, Chief Information Officer FTC – Do Not Call Center
PowerPoint: Pick a Winner (41kb)

Nancy Tyler, FCIC Public Service Advertising Manager, GSA
PowerPoint: Public Service Announcements (2.1mb)

October 13, 2004

Speaker: Sheila Campbell, Senior Content Manager, FirstGov.gov and Co-Chair, Web Content Standards Working Group

PowerPoint: Interagency Committee on Government Information and Recommended Policies for Federal Websites (157kb)

Speaker: Suzanne M. Hall, Director of Operations, Assurance and Security, AARP
Measuring Success: Balancing ROI with Customer Satisfaction

Speaker: Chris Niedermayer, Associate Chief Information Officer, eGovernment, USDA
PowerPoint: Cultural Change Management and Providing Efficient and Effective Citizen Services: USDA Case Study (445kb)

Speaker: Tony Trenkle Deputy Associate Commissioner for Electronic Services, SSA
PowerPoint: Upgrading Citizen Services: Their Impact on Traditional Services, and Paying for Both at the Same Time (1.1mb)

Speaker: David Mader, Principal, Organizational Design and Change Management, Booz Allen and former Deputy Assistant Commissioner, IRS
PowerPoint: Understanding Your Customers through Surveys – Lessons Learned From IRS (306kb)

Lunch and Moderated Table Discussions on Effective Ways to Overcome Barriers to Improving Citizen Services and Outreach

Moderator: Dave McClure, Vice President, Council for Excellence in Government

Accommodating Multi-faceted Public Needs Moderator, George Molaski,
e-Associates

Terry Weaver, Director of the Center for IT Accommodation, GSA

Glynis Long, Small Business Administration
PowerPoint: SBA Citizen Services (487kb)

Jack Koller, Office of Management and Budget
PowerPoint: Accommodating Multi-faceted Public Needs (679kb)

Michael Meyer, National Telecommuting Institute
PowerPoint: A Unique Public/NPO/Private Partnership
(386kb)