May 18-19, 2009 |
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Agenda
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Monday, May 18 |
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7:30 am - 8:00 am |
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Breakfast
sponsored by |
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8:00 am - 8:15 am |
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Introductions, Session Objectives, Welcoming
Remarks |
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Yvonne McManus,
Chairperson, 311 Synergy Group |
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8:15 am - 8:45 am |
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Idea Exchange - Lost Time
(Sick Leave, FMLA) Impact |
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Facilitator Yvonne
McManus, Washington, DC, with other 311
Directors/Managers |
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- Eva Liggins - City
of Dallas
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8:45 am - 9:30 am |
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International City/County Management
Association (ICMA): Customer Service and
311/CRM - Lessons on Connecting with
Citizens |
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ICMA is the premier local
government leadership and management
organization. Discussion will include the
recent publication of the white paper
published by the ICMA around Customer
Service and 311/CRM technologies. |
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9:30 am - 10:15 am |
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AIRS -
Call Center Certification |
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Sharon Doner-Feldman |
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Alliance of Information
and Referral Systems (AIRS) is the
professional association for over 1,200
community Information and Referral (I&R)
providers, primarily in the United States
and Canada - helping to bring people and
services together for over 30 years. |
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10:15 am to 10:30 am |
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Morning
break
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10:30 am - 11:15 am |
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Open Forum |
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Peer discussion about popular
topics submitted by attendees |
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11:15 am - Noon |
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311
Enabled Government and the Next Wave |
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Eva Liggins, City of
Dallas |
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Discussion and analysis
around the Harvard University study
regarding the future of 311. |
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12 Noon - 1:00 pm |
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Luncheon
sponsored by |
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1:00 pm - 1:30 pm |
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Idea Exchange
- Emergency
Preparedness |
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Facilitator Yvonne
McManus, Washington, DC with other 311
Directors/Managers and Emergency Management
personnel from Washington D.C. |
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This will include a brief
discussion around the preparation for the
2009 Presidential Inaugural and other events. |
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- Lois Bruce - City
of Columbus
- Jean Ann Lawson -
City of Kansas City, MO
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1:30 pm - 3:00 pm |
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Sponsor
Presentation - Lessons Learned from the
January 2009 Implementation of 311 at
Philadelphia |
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Winbourne & Costas and the
City of Philadelphia |
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3:00 pm - 3:15 pm |
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Afternoon
break
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3:15 pm - 4:30 pm |
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Open Forum |
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Peer discussion about popular
topics submitted by attendees |
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Tuesday, May 19 |
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8:00 am |
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Breakfast |
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8:30 am - 9:30 am |
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Idea Exchange
- Budget
Shortfalls During a Down Economy |
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Facilitator Yvonne
McManus, Washington, DC with other 311
Directors/Managers |
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- Lisa Allen - City
of Baltimore
- Eva Liggins - City
of Dallas
- Jean Ann Lawson -
City if Kansas City, MO
- Joann Butler -
Montgomery County, MD
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9:30 am - 10:15 am |
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Interweave
- Balancing Quality and Efficiency for
Maximum Value to Your Business and Callers |
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Kimberly King, President -
Interweave |
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Focusing on the behaviors
that will drive success for you, your
employees and your community. |
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10:15 am - 10:30 am |
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Morning
Break
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10:30 am - 11:00 am |
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Open Forum |
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Peer discussion about popular
topics submitted by attendees |
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11:00 am - Noon |
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Lunch on your own |
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Noon |
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Bus to DC
Communications Center |
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1:00 pm - 4:30 pm |
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DC
Communications Center Showcase |
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hosted by Yvonne McManus,
Washington, DC |
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