This article discusses the five most commonly made mistakes in customer service and how to correct them.

This article describes ways to make customer service work from the viewpoint of Arizona local government managers.

This article describes the Unfunded Mandates Reform Act of 1995, suggesting that the signing of the Act does not mean that the problem of unfunded mandates is solved...

This article lists twenty "guides" for creating a leaner organizational structure.

This checklist presents new managers with tips to take care of their communities, organizations, and selves.

This article discusses a series of Supreme Court decisions that limit local government's authority to regulate land use.