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National archives : a more systematic customer focus needed / report to congressional requesters.
Partnerships : customer-supplier relationships can be improved through partnering / report to the Chairman, Legislation and National Security Subcommittee, Committee on Government Operations, House of Representatives.
Customer service : human capital management at selected public and private call centers / report to the Chairman, Subcommittee on Oversight, Committee on Ways and Means, House of Representatives.
Management reform : status of agency reinvention lab efforts.
Going public : the role of labor-management relations in delivering quality government services / edited by Jonathan Brock and David B. Lipsky.
Public management developments in the United States, 1998 : country report.
Managing for results : state experiences provide insights for federal management reforms / report to congressional requesters.
Improving customer service : accompanying report of the ....
Electronic government : Government Paperwork Elimination Act presents challenges for agencies / report to the Ranking Minority Member, Committee on Government Affairs, U.S. Senate.
Putting customers first : serving the American public : best practices in telephone service : Federal Consortium benchmark study report / [Al Gore, Vice President of the United States].

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