Changing The Culture Of 'No.'

How traditional planning bureaucracies can reinvent themselves into customer service driven agencies that embrace continuous improvement.

1 minute read

December 17, 2004, 10:00 AM PST

By Abhijeet Chavan @http://twitter.com/legalaidtech

"In the past decade, since the publication of books like Reinventing Government, many local governments have struggled to become more customer friendlyand to operate more like private businesses. Most have met with dubious results...This is a story about one government agency that has succeeded in reinventing itself."

[Editor's note: This article first appeared in Planning Magazine.]

Thanks to Richard Carson

FULL STORY: Changing the Culture of "No."

Sunday, December 5, 2004 in Common Sense

Land Use United States

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