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I am pleased to announce the appointment of Kevin O'Toole as Director of Library and Customer Relations for the U.S. Government Printing Office, Information Dissemination (Superintendent of Documents) organization. Kevin's successful contact center and customer service experience is an outstanding example of a new breed of government excellence and diversity. He has the unique set of skills and experience to help drive GPO to major growth in business and provide world-class support for our customers.

His private and government experience will make him a valuable asset in the success of our key information dissemination initiatives here at GPO as he implements a new contact center; marketing office; and, education and development office for the agency.

Prior to joining GPO, Kevin served as the Director of Customer Service for Zale Corporation, the world's largest retailer of fine jewelry. In this position, he oversaw the Corporation's worldwide customer service programs, and managed their direct impact upon 20,000 employees and 2,300 retail locations throughout the United States, Canada, and Puerto Rico as well as online.

Prior to joining Zale, Kevin worked for the U.S. General Services Administration (GSA), Office of Federal Technology Service (FTS), both as a National Account Manager and as the Director for Business Development and Tactical Operations, wherein he directed GSA/FTS advertising and promotional campaigns worldwide.

Kevin began his federal career in 1979 working for the Government Printing Office (GPO). Since then, he has held positions with the United States Treasury Department, including Sales Specialist, Senior Program Analyst for the U.S. Mint's National Customer Service Center, and Acting Sales Account Manager for the Division of Sales and Order Processing. His experience at the U.S. Treasury has also included currency management with Treasury T-bills, Bonds, and Notes sales, marketing and credit card operations. He also possesses banking experience in remittance processing and teleservices with Riggs National Bank and Chevy Chase Federal Savings Bank.

Kevin's professional recognition and awards include Vice President Gore's Hammer Award for his efforts in developing a global partnership with the U.S. Postal Service that saved taxpayers over $1.5 million dollars, and two National Postal Forum Mailing Excellence Awards received for his outstanding achievement in the effective use of U.S. Mail to market U.S. Mint commemorative coin programs and for pioneering survey calling cards to monitor customer satisfaction under the Government Performance and Results Act of 1993.

Kevin earned his B.S. degree from the University of Maryland in 1986 and his M.S. degree from the University of Maryland's Graduate School of Management and Technology in 1999. He and his wife, Kim, are currently residing in Lexington Park, Maryland, with their daughter, Kendall.

Kevin will be participating in the Depository Library Council meeting in St. Louis next month, so those of you who are attending will have a chance to meet him there. You can contact him by e-mail at
< kotoole@gpo.gov >.

Please join me in welcoming Kevin to GPO and the Federal Depository Library community.