Professional Education Program Sessions
Join us Tuesday, May 3 and Wednesday, May 4 for FREE, professional education from exhibitors and sponsors. Presentations will feature relevant topics and highlight solutions to current challenges that you may be facing. Don't miss this chance to spend individual time with exhibitors and sponsors.
Tuesday, May 3
PEP-1: Using Knowledge Management to Improve Customer Support
11:00 AM - 12:00 PM
Presenter: Jeff Weinstein, RightAnswers
Join Jeff to discuss the best practices in attaining increased customer satisfaction and improved efficiencies for your call center through the use of knowledge management. We will discuss the unique challenges that Government agencies face in building a successful Knowledge Management initiative and the positive results that can be realized.
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PEP-2: Action Learning for Developing OPM Transparency
12:30 p.m. – 1:30 p.m.
Presenters: Mary Volz-Peacock Ed.D (Moderator), Open Government Lead, Office of the Chief Information Officer, Office of Personnel Management
Susan Camarena, Chief Knowledge Officer, Federal Transit Administration, Deptartment of Transportation
Charles "Corky" Conyers, Senior Program and Management Analyst, Office of the Chief Information Officer, Office of Personnel Management
Marilyn Wiley, Project Manager, Office of Personnel Management
OPM’s Open Government Flagship Initiative is focused on Knowledge Management. Instrumental in the success of this Flagship at this point in its execution is the application of the collaborative strategy called “Action Learning. This methodology, coupled with OPMs inclusion of external organizations from academia, government and private industry as well as union partners is enhancing OPMs options for dialogue and creative solutions. During this session, participants will hear a diverse panel share their unique experiences in applying the Action Learning methodology to this important Presidential Initiative. Attendees will also learn how this “best practice” can be used by other organizations.
PEP-3: How "Social" is Transforming Knowledge Management
1:45 p.m. – 2:45 p.m.
Learn how social media tools are changing how Knowledge Management is
perceived and implemented in organizations, and more importantly, how these
tools can unleash innovation and return greater value to your stakeholders.
Presenters:
Amy Johanek, IBM Collaboration Solutions
Montressa Washington, Human Capital Solutions, IBM Global Services
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PEP-4: Evaluating Enterprise Clouds
3:00 PM - 4:00 PM
Presenter: Bill Lowry, Vice President, Cloud Services, Terremark
This session will provide a practical guide to evaluating enterprise clouds and cloud providers. Go beyond the marketing hype, the brands and the buzzwords, and learn how differences in architecture, infrastructure, security and design can have significant impact on your ability to take advantage of the cost-effectiveness and agility of infrastructure-as-a-service without compromise to availability, performance and compliance. Also, hear examples of how leading enterprises and government agencies are taking advantage of the power and flexibility offered by enterprise cloud computing architecture.
Wednesday, May 4
PEP-5: Storage That Serves the Public Sector
10:15 AM – 11:15 AM
Presenter: Ed Ford, Business Development Manager, Dell Compellent
Learn how the Dell Compellent Storage Center SAN helps government agencies protect and manage the data that drives citizen services. In this session, examine how Dell Compellent helps public sector CIOs reduce data storage costs through one scalable product. Discover how our award-winning SAN protects against downtime using space-efficient snapshots.
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PEP-6: Channeling Vivek Kundra's 25-Point Plan to Get the Most Out of Cloud Computing
11:30 AM - 12:30 PM
Presenter: Tom Yarmas, Chief Cloud Officer, NetApp U.S. Public Sector
This presentation will highlight the substance and benefits of Vivek Kundra's 25-point Implementation Plan to Reform Federal IT Management and will discuss some of the benefits of and best practices for deploying shared services wuh Government Agencies. While there are many benefits to begained from the shift to Cloud Computing, that shift cannot happen overnight. Be prepared and learn more about how to benefit the most from "Light technologies" and shared services.
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PEP-7: KM and IT in Customer Support: The U.S. Navy’s Distance Support Program
1:00 PM – 2:00 PM
Presenter: Kevin O’Malley, Ph.D., Project Manager/Operations Analyst, Space and Naval Warfare Systems Center
This case study assesses the intervention of KM and information technology on competitive advantage within a military customer support program through the lens of Distance Support methods, which aim to transfer knowledge to the customer. Many studies have shown that technology is not the most important element of knowledge integration, but IT can enable knowledge integration and contribute to efficiencies in organizations. The premise of this study was that supportive use of KM and IT could lead to successful knowledge transfer. For example, in a military customer support call center, resolved trouble tickets cases can measure knowledge transfer. Measures of efficiency and service were analyzed to determine the impact of KM and IT on knowledge transfer on the Navy’s Distance Support program. The Navy’s introduction of KM and IT tools in 2002 has had a positive effect on resolving customer support requests remotely, shortening resolution times and improving service. The case study also supports other findings that recognize the need to collect corporate information through cooperation of knowledge workers in customer support.