8:30 Registration and Continental
Breakfast
9:00 Trends and Methodologies in
Customer Service Management
• Overview on key performance trends being used to manage customer
service function in government
• Focus on the development of key goals and measures to manage
the customer service function
10:00 Determining Customer Expectations:
A Values-Based Approach
• Identify the key values sought by customers for each agency
service
• Map values to attributes of agency services
11:00 Break and Refreshments
11:15 Identifying Agency Products
and Services and Building a Customer Matrix
• Develop a Customer Matrix to define who your customers are
• Identify the products and services delivered by your organization
and assess the customer service role
12:00 Networking Luncheon
1:00 Business Process Reengineering
into a Customer-Centered Agency
• Map and reorganize work processes to improve services
• Determine key activities and service levels that must be maintained
to maximize customer value
2:00 Performance Measures for Customer
Service
• Develop, implement and evaluate performance measures
• Identify and use benchmarks from customer service leaders
3:00 Break and Refreshments
3:15 Designing and Implementing
Feedback Systems without Surveys
• Implement effective and cost-efficient data collection methodologies
• Develop a continuous improvement feedback system
4:30 Adjourn
Day Two: July 27, 2004
8:30 Continental Breakfast
9:00 Training and Staff Development
for Customer Service Improvements
• Identify the core workforce competencies linked to customer
service strategy
• Devise and implement customer service training curriculum for
each agency service area
10:00 Providing Employee Evaluation
Incentives for Customer Service Improvements
• Define and set targets for individual employee contribution
to customer service improvements
• Conduct employee evaluation feedback and rewards programs linked
to customer service goals
11:00 Break and Refreshments
11:15 Managing Responsiveness and
Resolution of Customer Complaints
• Implement a resolution process for customer complaints
• Devise a set of resolution options for common complaints
12:00 Networking Luncheon
1:00 Customer-Relationship Management:
A Government Adaptation
• Harness the power of technology to track initiation, status,
and fulfillment of customer service requests
• Create customer profiles that track customer information, service
status and performance
2:00 One-Stop and Integration of
Customer Services
• Identify key services that customers use in relation to each
other
• Devise self-help and one-stop centers to integrate services
3:00 Break & Refreshments
3:15 CASE STUDY: Managing Organizational
Change and Transition to Customer-Centered Agency
• Identify internal and external obstacles to service improvements
• Acquire lessons learned in improving government customer service
