A primer on how local governments can build customer service into their daily operations and build an infrastructure to support excellence in service delivery.

During the Monday morning keynote, diversity advocate, consultant, and author Vernā Myers urged ICMA Annual Conference attendees to get comfortable with being uncomfortable.

This conference document was used in the Lean, Work, Lead: Things Your Mentor Won't Tell You session.

This conference document was used in the Health Care Reform: Strategies for the Cadillac Tax, Reporting Requirements