This article examines the possibility of using the model of the World Health Organization’s Healthy Cities program to encourage citizen and non-profit...

This article discusses ways to further constructive citizen interaction in the face of the strong emotions generated by "hot-button" issues.

This article examines Kirkland, Washington's appointment of ombudsmen to investigate and help resolve citizen complaints.

This article explains how complaints should be treated as beneficial, efficient, cost-effective ways of obtaining useful customer information.

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.