This article presents a number of general recommendations for dealing with public and the media during crisis situations applicable to trade associations...

This article discusses streamlining the building permit application process in Carrollton, Texas; a response to customer frustration with the existing one...

This article outlines a quantitative approach to establish a ranking of major projects by priority in order to improve project completion....

This article summarizes the experience of Fairfax County, Virginia in implementing a new citizen relationship management (CRM) database system...

This article presents the costs of poor employee retention for local governments and encourages managers to adopt practices to create a culture of employee retention.

This article examines a customer service initiative adopted by the city of Peoria, Illinois. Evaluates the state of customer service in the city before the initiative...