Government Customer Support Conference 2012

Produced by High Tech High Touch Solutions

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Execution in Action How to Achieve Extraordinary Results in Government Contact Centers and Service Desks Day 1 - Tuesday, May 22, 2012
8:00 - 8:30	registration – coffee and tea service
8:30 - 9:00	setting the stage Doug Bear (Kitsap County) & Ivy Meadors (High Tech High Touch Solutions, Inc.)
9:00 - 10:30 Jacqueline DesChamps Business Specialist, Baldrige Performance Excellence Program	execution of leadership with a purpose Excellence in Leadership How do you achieve excellence in leadership without passion and purpose? With the day-to-day demands on your time, how do you pursue excellence in leadership when your passion to lead has dwindled and you question your purpose personally and professionally? During this session you will regain your enthusiasm to lead and ignite that fire in your belly to be the charismatic leader you once were or wish to be. Jackie will share her story of transformation from a leader with untapped purpose, little passion and drive, managing a team that was satisfied with maintaining the status quo to an inspirational leader who demonstrates her passion and purpose in all aspects of her life, her team, and her entire organization, the Baldrige Performance Excellence Program. Jackie will also share the success stories of purpose-driven leaders from the Baldrige Award winners while on their journey to performance excellence. By attending this session, the audience will: Jumpstart your passion for excellence to become the captivating leader you once were, or wish to be Learn why excellent leaders must possess passion and purpose to be successful Hear how leaders of the Baldrige Award propelled their organizations from ordinary to extraordinary using their passion, purpose, and the Baldrige Criteria Take-Aways Baldrige Criteria for Performance Excellence - a systems perspective for understanding performance management. Organizational Assessment Tools Are We Making Progress – tool provided to your workforce to gain their perception of the organization, and learn what you can improve. Are We Making Progress as Leaders – tool to assess your senior leaders’ perceptions of your organization, and learn what you can improve. Meet the Speaker Jacqueline (Jackie) K. DesChamps is a Business Specialist for the Baldrige Performance Excellence Program (BPEP). Jackie is the supervisor of the Program’s administrative support team. This team supports the Program mission through delivery of administrative support for the BPEP staff and the Program’s 500-member board of volunteers as well as other stakeholders. Jackie’s demonstration to her staff to bring passion and purpose into the workplace has resulted in reduced process times, increased workforce engagement, and innovation in services.
10:30 - 10:45	BREAK
10:45 - 12:15 Danette Campbell Senior Advisor Telework Office of the CAO United States Patent and Trademark Office	embracing the use of REMOTE WORKERS USPTO Telework - A Business Strategy for Success The United States Patent and Trademark Office is the Federal agency responsible for granting U.S. patents and registering trademarks. The USPTO advises the President of the United States, the Secretary of Commerce, and U.S. Government agencies on intellectual property, policy, protection, and enforcement; and promotes stronger and more effective IP protection around the world. The USPTO’s vision of telework is to provide a balanced work-life program for employees while simultaneously advancing agency goals in productivity, efficiency and space planning. The USPTO telework participants have increased flexibility which helps translate to higher levels of productivity. Participating employees have demonstrated an improved work product as a result of fewer distractions when they work away from the office and fewer distractions also equate to better customer service. This session will provide insight into the USPTO telework program and speak to the positive impact this initiative has had on customer service, productivity, and the USPTO real estate footprint. Meet the Speaker Danette Campbell is the Senior Advisor for Telework at the United States Patent and Trademark Office (USPTO). She is responsible for developing and implementing comprehensive telework and hoteling programs for agency employees in order to address productivity, employee retention, and space management issues. Prior to starting at USPTO in January 2006, Ms. Campbell was employed at the Metropolitan Washington Council of Governments (MWCOG) where she was responsible for the oversight of public and private sector telework in the Washington metropolitan region. During her tenure at MWCOG, Ms. Campbell was instrumental in the design, development, and promotion of such programs as Telework Virginia and the Telework Partnership with Employers. She has held the position of Vice President of the Mid-Atlantic Telework Advisory Council and played a major role in the annual Washington Area Conferences on Telework from 2002 through 2004, and the Senior Executives’ Telework Event in 2005. On July 18, 2006, Ms. Campbell testified before the Congressional Committee on Government Reform's Subcommittee on the Federal Workforce and Agency Organization on the USPTO's teleworking program. During her testimony, Ms. Campbell provided information to the Committee about the Trademark Work at Home program and the Patents Hoteling Program. She explained the benefits that these programs have for employees and for the USPTO. Ms. Campbell has spoken about telework to representatives of Rospatent (the Russian Patent Office), the Indian Patent Examiners, the European Patent Office, the Japan Unisys Users Association, the Canadian Intellectual Property Organization, the Mexican Officials, the Thai Delegation, the Korean Officials, the Federal Real Property Advisory Committee, and was a featured speaker at the Boston Collaboration Summit, as well as at the Future of Continuity of Operations and Telework Training Conference in 2008.
12:15 - 1:15	EXQUISITE LUNCH PROVIDED
1:15 - 2:45 Valerie Brown Department of Defense	creating a positive culture shift Shifting Culture in an Organization When our view differs from those in the organization, work life can become both interesting and challenging. It is important to recognize the leader within each of us and the ability we have to affect and influence change, ultimately creating a shift in our culture for the betterment of the organization. This cultural shift requires looking at the environment or situation with a fresh perspective through a new lens. This approach can help thrive in any culture. Benefits of Attending Understanding Organization Culture Understand the Impact of Organizational Culture Recognize Your Culture Challenge and Thrive In Your Culture Meet the Speaker Valerie Brown is a program manager responsible for several programs at the Washington Headquarters Services (WHS). She began her career with the Department of Defense more than 20 years ago. In January 1997, Valerie took a position as a management analyst with the WHS where she has championed many new initiatives for organizational change and improvements. These efforts include strategic planning, organizational development and transformation initiatives, improved communication techniques and management workshops. Currently, she is leading a team to accomplish the implementation of the WHS Corporate Reset, the agency's strategic plan. The updated plan focuses on delivering premier integrated services through increased efficiencies. Also, she is serving as the lead for the agency's Enterprise Customer Support (ECS) Initiative. In this role she manages two teams. The ECS consists of identifying and validating requirements, conducting focus groups and initial implementation. Valerie's innate ability to communicate resulted in her selection with the Sierra Vista Herald, Sierra Vista, Arizona as business reporter where she interviewed business owners and prominent leaders in the community. Prior to this position, she worked as a management analyst at Fort Detrick, Frederick, Maryland. In this position, she worked extensively with manpower requirements and commercial activities studies in addition to program management. Significant among her achievements was participating on the team responsible for the multi-million dollar program to plan and build the installation's first commissary. Valerie served five years in the United States Army as a commissioned officer; resigning as a Captain to spend time with and raise her family.
2:45 - 3:00	BREAK
3:00 - 4:30 Ivy Meadors Speaker High Tech High Touch Solutions	Deliver like a Masterful Professional Speaker For those who want to improve their speaking and communication skills in a Business Environment Transform your speaking skills and delivery to become a more confident speaker, one who commands attention, owns their "platform", and leaves them wanting for more. Become a more confident speaker who motivates, encourages, gets buy-in more often, educates and connects with people in; one-on one exchanges, in front of groups, in staff meetings, or from the stage. Deliver speeches that provide refreshing and positive results. Skillful speaking skills can mean the difference between success and failure; can set you apart, help take you to the next level in your career, and make a positive impact on the organization. This session will show you how to connect and engage with your listeners, as a masterful speaker. What you will learn in this workshop: How to develop expert presentations from the basic techniques, to the advanced, for use in the board room or on the platform Engaging and connecting with your audience – one-on-one and from the front of the room How to design slides that support your message and etch your message in the listener’s mind The importance of “stage” presence - how to own your space and your platform Who Should Attend: Executives, Managers, Supervisors, Leads, Sales People, Trainers, etc. and anyone who wants to improve their speaking skills. Meet the Speaker Learn from industry expert, Ivy Meadors, a professional speaker and active member of the National Speakers Association (NSA) and the Global Speakers Federation (GSF). She has been speaking professionally for over twenty years. As the Chairperson of conferences for over fourteen years, and owner of two national conferences for seven years, and delivering hundreds of presentations worldwide, she has learned what works and what doesn’t. Ivy openly shares her wealth of speaking tips and techniques that will equip you with the tools you need to be a confident and effective presenter and communicator.
5:30 - 8:00	inner circle networking dinner – Eisenhower room (Optional)

Day 2 - Wednesday, May 23, 2012
7:30 - 8:00	Coffee and Tea service
8:00 - 9:45 Tom Sasala Chief Technology Officer US Army ITA	EMERGING TECHNOLOGIES The U.S. Army Information Technology Agency Acting Deputy Executive Director will be discussing the mission and vision of ITA and his experience with emerging technologies. His area of focus will include how Federal Agencies may best leverage technology to produce cost effective results for their customers. Meet the Speaker Mr. Sasala serves as the Deputy Executive Director (acting) and Chief Technology Officer for the U.S. Army Information Technology Agency (ITA). He ensures ITA takes a proactive approach to identifying and deploying new technologies and helps drive innovation throughout the agency. Recently, Mr. Sasala served as a consultant to the intelligence community. He holds an M.S. in Telecommunications and Computers from The George Washington University and a B.S. in Electrical Engineering from Pennsylvania State University.
	Pentagon Site Tour FOR 9:45-12:30 cancelled due to staffing issues at the US Army We sincerely apologize for this situation.
9:45 - 10:00	BREAK
10:00 - 11:00 Pat Fiorenza Research Analyst GovLoop	Benefits of govloop In his presentation, Pat Fiorenza will provide a brief overview of GovLoop, the knowledge network for government. GovLoop is an online community of over 55,000 government employees from the local, state and federal level. GovLoop's mission is to help connect government employees share resources across government, identify best practices and provide resources to help government employees do their job better. Pat's presentation also will discuss findings of a recent research study conducted by GovLoop on Government Customer Service. The study conducted included 11 in person interviews and an online survey of over 130 participants from the GovLoop community. The report focused on five key findings: The challenges of identifying public sector customers Using data to improve customer service Cultural barriers Role of technology Lessons learned and best practices for improved customer service Pat Fiorenza is currently a Research Analyst at GovLoop. GovLoop is an online knowledge network of over 55,000 government employees. In his role, Pat is the author of GovLoop guides, research reports and also writes a monthly blog series on GovLoop. By authoring this content, Pat works to find best practices and identify solutions to help government employees become more efficient in their day to day responsibilities and facilitate knowledge sharing across government. Pat received his Masters of Public Administration degree from the Maxwell School of Citizenship and Public Affairs at Syracuse University.
11:00 - 12:15 Ivy Meadors Reinventioneer™ High Tech High Touch Solutions	Venture inside a Successful Leader’s Brain Notably Advance Your Leadership Skills by Reinventioneering™ Your Style A near fatal traumatic brain injury (TBI) and the journey to recovery has enhanced the speaker’s perspective on life, leadership, interactions, and communications. Hence, Ivy’s new made-up word that best describes this change in her viewpoint is Reinventioneer ™. She is engineering the reinvention of herself and now teaching others this new way of successful thinking. In a contact center or service desk, relentless levels of change and an unremitting pace make sustainable high performance leadership difficult. Leading a diverse, multi-generational workforce, in the information age challenges the historical ways of leading an organization. Being a risk-taking, innovative and strategic thinker is necessary. Individuals require a strong leader who is authentic, demonstrates emotional maturity, and is able to make tough decisions quickly. To be a strong and successful service and support leader in today's type of business environment requires the use of non-traditional leadership skills, exceptional perceptiveness skills, a holistic style, coupled with traditional forms of leadership. This means reinventing your current leadership skills and using your innovative and intuitive leadership styles. What you will learn in this session: 10 characteristics of influential leaders who use non-traditional skills, plus 2 bonus techniques How to assess if you are holding you back Non-traditional techniques to understand your personal leadership skills How to think like a Reinventioneer™ - one who makes powerful transformations in self and the organization Meet the Speaker Ivy Meadors, founder and CEO of High Tech High Touch Solutions, shares her knowledge through speaking, consulting, coaching and mentoring; contributing to people’s growth personally and professionally in business and in life. Her dynamic and charismatic imprint has been felt among Fortune 50 to Fortune 500 corporations, U.S. Government agencies, Universities and non-profit agencies worldwide. With over thirty years of experience in customer service and support, Ivy has developed a platform of excellence upon four pillars; psychology of leadership, customer service as the lifeblood of businesses, multifaceted communication techniques, and progressive deployment of specialized technologies.
12:15 - 1:30	Unique Lunch provided
1:30 - 3:30 Louana Tyson Lead Metrics Analyst US Army Medical Information Technology Center	measurements of success Metric Reporting And Your Audience: Ensuring That The Right People Are Getting The Right Information Today’s volatile economic climate places even more demands on all decision makers, which makes it even more important that we provide the right information, to the right person, and the right time. By targeting your metric reporting to the right people; from stakeholders to the level one agent, you will help ensure that the right information is provided at the right time. This will facilitate the decision making process and ensure the best tactical and strategic decisions are made to correct problems, initiate process improvement or validate current practices. Attendees will learn Develop and targeting reports beneficial to different levels of viewer Understanding The difference between Reports and Presentations Decisions In Reporting, Is Less really More? Learn the “Magic Behind the Curtain” of Reporting Anticipating your Reporting Environment - What, How often, and When to measure Meet the Speaker Louana Tyson is the Team Lead of the SLM/Metrics team for the United States Army Medical Information Technology Center - Enterprise Service Desk, with responsibility of producing monthly performance metrics on the operation of the Service Desk, developing new reports along with assisting customers (sites) with development of their metrics programs. She has over 15 years of service desk experience all with the within DOD, the last 5 with the ESD.
3:30 - 3:50	BREAK
3:50 - 5:00 Doug Bear Strategic Communication Manager Kitsap County *GCSC Chairperson*	the changing world of customer service for public agencies Changing the way people look at government and the way government looks at people Modern society has created an on-demand culture. Want to see a movie? Download it. Need a question answered? Google it. Want to plan a trip? Expediate! Want to keep in touch? Friend me! The private sector has responded to this demand by making services easy to find, and allowing customers to interact on their time and according to their terms. This creates a robust customer-centric experience that is good for business, and good for their clientele. In this session you’ll learn how government can create the same culture through knowledge, opportunity and leadership. At the end of this session, you’ll have solid ideas that can help you transform service for your customers and add value to their experience. Attendees will learn: · Why agencies fear change and how to overcome objections · Why knowledge management is important for your customers · Opt-in electronic techniques that can help you leverage your message · How to package services in customer terms · Ideas from other attendees and how they are changing the world Meet the Speaker Doug Bear is the Public Communications Manager for Kitsap County, Washington. He created the County’s first contact center in 1994, and is managing the expansion to a full-service regional center for Kitsap County. He led customer service initiatives in the U. S. Navy introducing cashless transactions on deployed ships and has previously served as an elected official in Kitsap County. He currently serves on several Boards of Directors and Committees helping develop innovative customer service programs and increasing efficiency through effective policy and procedure. He directs theatrical productions, plays keyboards in garage bands, and is actively involved in promoting youth initiatives in his community.
5:00 - 5:15 pm	Closing Remarks

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Execution in Action

How to Achieve Extraordinary Results in Government Contact Centers and Service Desks