With ever-increasing citizen expectations for better, cheaper, and faster services, local governments have to develop the management, leadership, and technical skills of the entire governing body in order to deliver quality customer service. These presentations discuss how to promote leadership to front-line employees, as well as to the council and beyond, so that the entire government has the ability to make decisions that are in tune with organizational missions and values. Provides an overview of what programs you can put in place to delivery quality customer service.