This article describes the importance of strategic management and the steps necessary to develop and realize a strategic vision.

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

This article discsusses ICMA's work in Eurasia. It presents a country-by-country review of work in central and eastern Europe and the New Independent States...

This article discusses an emerging model for salary management in local government.

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