Gov Customer Service Expo comes to D.C.

Public sector leaders will be coming together in Washington, D.C., in early December for a conference and expo on improving government customer service.

The Government Customer Service Conference and Expo convenes on Dec. 6, 2012, at the Ronald Reagan Building in downtown D.C. Hosted by the Digital Government Institute, the event is one in a series of conferences and trainings geared at public servants that also includes a Best Practices in Gov't Customer Service session on Dec. 5.

U.S. Congressman Henry Cuellar will serve as keynote for the Dec. 6 conference and expo. Rep. Cuellar (D-TX) introduced the legislation to require the establishment of customer service standards for Federal agencies, which he will be speaking about.

Speakers include:


  • Gwynne Kostin, Director Digital Services Innovation Center, Office of Citizen Services & Innovative Technologies, GSA
  • Brenda Wensil, Chief Customer Experience Officer, Federal Student Aid, U.S. Department of Education
  • Sean Herron, Technology Strategist, Open Innovation Program, NASA
  • Jacqueline Howard, Chief, Policyholders Service Division, Department of Veterans Affairs
  • Georgianne Costa, Assistant Chief, Policyholders Service Division, Department of Veterans Affairs
  • Mark Malseed, Director of 311 Solutions for ChaCha (and a founder of OhMyGov)
  • Steve Graff, Chief Technical Architect, Autonomy

The master of ceremonies is Daryl Covey, the author of "Government Customer Service Standards" and former NEXRAD Hotline Manager at the National Weather Service, a division of NOAA.

Sessions will explore strategies and technologies for tackling customer service in the digital age, including case studies of successful customer experience transformations, 311 systems, the impact of Big Data, content creation for the adaptive web, and orchestrating positive customer experiences.

There has never been a more promising time for government agencies looking to improve citizen engagement. Executive mandates, new tools, and better data combine to present federal agencies (and their state and local counterparts) with the power to rewrite how government conducts customer service. Anyone with a portfolio that includes citizen engagement or customer service will find sessions that address pressing problems and solutions and the larger context in which today's rapid change is taking place.

The conference is FREE to all government employees and to contractors with a government email and ID. The fee for others is $395, with a $100 discount for registrations prior thru Nov. 21. Explore a range of resources at DGI's online Government Customer Service Knowledge Center

See the full agenda at or Register now


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