News and Articles

 

Interviews

» Federal News Radio Interview with Stuart Willoughby on GSA Wants to Move to Citizen 2.0

August 29, 2008 | Jason Miller, FederalNewsRadio

 

» Federal News Radio Jason Miller On Air Interview About GSA's RFI for Iindustry for Help in Surveying Citizens on What Are Some of the Best Ways to Serve Them

August 29, 2008 | FederalNewsRadio

 

» Federal News Radio On Air Interview with Bev Godwin, Director of USA.gov, on which government web pages the American public finds most useful

July 24, 2008 | FederalNewsRadio

 

» Federal News Radio On Air Interview with Teresa Nasif about Pueblo Publications Distribution Center

May 27, 2008 | FederalNewsRadio

» Federal News Radio On Air Interview with Teresa Nasif about Veteran Outreach

May 13, 2008 | FederalNewsRadio

 

» Federal News Radio Interview with Sheila Campbell about Webcontent.gov and how federal agency webmasters are collaborating in order to make it easier for the public to access government information

May 8, 2008 | FederalNewsRadio

 

» Federal News Radio Interview with Stuart Willoughby about the First Annual Citizen Service Award and this year's winners

April 16, 2008 | FederalNewsRadio

 

» Federal News Radio Interview with Martha Dorris about USA Contact

March 19, 2008 | FederalNewsRadio

 

» Federal News Radio Interview with Martha Dorris about the new look for USAServices.gov ("New Look")

February 4, 2008 | FederalNewsRadio

 

» Federal News Radio Highlights FCIC National Contact Center

January 29, 2008 | FederalNewsRadio

 

Articles

» Great state and local sites

August 27, 2008 | Joab Jackson Government Computer News

 

» What Makes a Web Site Work?

August 27, 2008 | Thomas Haller, Government Computer News

 

»Great .gov Websites

August 25, 2008 | Joab Jackson Government Computer News

 

» Federal Blogging

August 22, 2008 | Lisa Renee Ward , The Toledo Free Press

 

» From Campaign 2.0 to Governing 2.0

June 26, 2008 | Katherine Q. Seelye, The New York Times

 

» Government in a Wiki World, Part 5

June 16, 2008 | J. Davidson Frame, NextGov.com Tech Insider

 

» Government in a Wiki World, Part 4

June 6, 2008 | J. Davidson Frame, NextGov.com Tech Insider

 

» Government in a Wiki World, Part 3

May 28, 2008 | J. Davidson Frame, NextGov.com Tech Insider

 

» A Search With Depth: Editor's Desk Commentary: USASearch.gov is Revolutionizing How Government Web Sites Serve the Public

May 27, 2008 | Wyatt Kash, Government Computer News

 

» Better Web pages in sight: 2008 GCN Technology Leadership Award winner Sheila Campbell leads agency Webmasters toward better online services

May 19, 2008 | Government Computer News

 

» Technology visionaries: 10 tech-savvy leaders who found innovative ways to put cutting-edge tools and techniques to work for government

May 19, 2008 | Government Computer News

 

» NAPA Launches Collaboration Web Site

May 9, 2008 | Anne Laurent, NextGov

 

» Government in a Wiki World, Part 2

May 6, 2008 | J. Davidson Frame, NextGov.com Tech Insider

 

» Government in a Wiki World, Part 1

May 5, 2008 | J. Davidson Frame, NextGov.com Tech Insider

 

» Study: Governments Should Use Leading "Customer Experience" Practices to Improve

April 29, 2008 | Government Technology

 

» Lines of Site: Web Analytics Software Can Help Improve How Agencies Interact With Their Users

April 14, 2008 | Edmund X. DeJesus, Government Computer News

 

» New Survey Finds Gaps in U.S. Broadband

March 21, 2008 | News Report (govtech.com)

 

» "GSA awards $2.5 billion contract for contact center services"

March 18, 2008 | Government Executive

 

» Nine Win GSA Call Center Deal

March 18, 2008 | Matthew Weigelt, Washington Technology

 

» Customer Satisfaction Is Just the Beginning

March 13, 2008 | Christopher Musico

 

» "Citizen CRM: Treating Taxpayers Like Customers, Part 2"

March 13, 2008 | CRM Buyer By Pam Baker

 

» "Citizen CRM: Treating Taxpayers Like Customers, Part 1"

March 13, 2008 | CRM Buyer- By Pam Baker

 

» "Dial 311"

February 4, 2008 | Federal Computer Week - Heather B. Hayes

 

» "2008 Contact Center Challenges"

February 2008 | Destination CRM.com

 

» "2008 Industry Outlook: A look around the corner -- U.S. Federal & State Government Overview"

February 2008 | Deloitte

 

» Contact Center Spotlight: Pacific Gas & Electric

February 2008 | ICMI - Greg Levin, ICMI's Insight

 

» Metrics: Expanding Perspectives to Increase Effectiveness

February 2008 | ICMI - Tim Montgomery, The Service Level Group -from "Moving Metrics Into Action" White Paper

 

10 Search Engines You Don't Know About

January 31, 2008 | Laura Tiffany, BMighty.com

 

» Baby Boom - There were 4.3 million babies born in the U.S. in 2006, the most since 1961. One quarter of those births were to Hispanic mothers.

January 16, 2007 | NBC 7/39 News at 4:30 PM - KNSD-TV [News OnDemand]

 

» New RightNow Federal Government Solution Helps Public Agencies Provide Excellent Constituent Experiences

April 10, 2007 | RightNow.com

 

» Six Agencies Win Performance Awards

December 4, 2007 | Alyssa Rosenberg , Government Executive

 

» Feds turn to social networking Web sites

December 11, 2007 | Tim Kauffman, Federal Times

 

» GSA's National Contact Center, one of the awards under USA Services' FirstContact contract, responds to 21,200 after U.K. blasts

July 20, 2005 | GSA.gov

 

» Managing Calls

May 18, 2005 – Shawn Zeller, Government Executive

 

» Good Calls

May 15, 2005 | Shawn Zeller, Government Executive

 

» GSA Taps Five Companies for Contact Center Services

July 28, 2004 – William Welsh, PostNewsweek Tech Media, Government Computer News

 

» USA Services Can Save Agencies Time And Money

August 26, 2003 – GSA.gov

 

» Call Center Consolidation -Does It Make Sense? (PDF)

Ike Mitchell, a Principal at Computer Sciences Corporation [This article originally appeared
in Business Communications Review, December 2001 issue]