Library

Citizens and Performance

A formerly down-at-the-heels industrial town in the central part of Massachusetts is on the leading edge of an ongoing experiment that marries citizen action and technology..

• Filetype: doc
• Publish date: 2007-06
• Keywords:Best Practices

Public Involvement and Aspen's Growing Toolbox

The city staff in Aspen Colorado has developed a robust box of tools with which to engage the community in a dialogue about the issues that confront the community and to provide a way for the people that live, work, and visit there to have constructive co..

• Filetype: doc
• Publish date: 2007-06
• Keywords:Best Practices

Answering the Call

In this article, the Institute for Citizen-Centred Service (ICCS) presents its findings from an inter-jurisdictional client research study that helps public sector managers turn a service delivery channel with some hang-ups into one that's a ringing succe..

• Filetype: pdf
• Publish date: 2007-03
• Keywords:Customer Service

Some Essential Practices for Improving Citizen-Centered Telephone Service

This article reports on some recent research and developments in the field of best practices in telephone service delivery...

• Filetype: pdf
• Publish date: 2007-02
• Keywords:Customer Service

Using the Balanced Scorecard

Presentation from the Government Division 2005 Leadership Dialogues..

• Filetype: ppt
• Publish date: 2006-05
• Keywords:Quality Management

Performance Measures in the Public Sector

Presentation from the Government Division 2005 Leadership Dialogues..

• Filetype: ppt
• Publish date: 2006-05
• Keywords:Measurement

CitiStat Part 1

Presentation from the Government Division 2005 Leadership Dialogues..

• Filetype: ppt
• Publish date: 2006-05
• Keywords:Best Practices

CitiStat Part 2

Presentation from the Government Division 2005 Leadership Dialogues..

• Filetype: ppt
• Publish date: 2006-05
• Keywords:Best Practices

Can You Pay for Quality Work-A Government Case Study

This article presents some recent developments in team performance pay using a complexity framework...

• Filetype: pdf
• Publish date: 2005-03
• Keywords:Teams

Thinking and Learning About Complex Responsive Processes

by Waltuck, Bruce

Bruce Waltuck describes a workshop where the study of complexity science was applied to human and organizational behavior...

• Filetype: doc
• Publish date: 2005-03
• Keywords:Leadership