In the face of increased customer demand and decreased resources, many human service agencies have turned to call centers in the hopes of serving more customers at less cost. What these agencies are quickly discovering is that phone centers actually drive up costs while killing employee and customer satisfaction at the exact same time. How [...]
Reality TV reveals the problems with government services, but how do we fix them?
Moldy thinking about public employees can lead to a host of problems.
In the public sector, great customer service is nice. But there's something else that matters more.
The ten Paradoxical Commandments of government - the reasons why changing your agency is so hard.
Sure, governments are monopolies. But they don't have to act like it.