Book News: November 20th, 2002

By Russell M. LindenThe book shows government agencies how to meet the needs of customers seamlessly, that is, in a smooth, effortless, responsive manner. It details a step-by-step approach to assess, design and implement significant change in all levels of government. It also shows how to overcome resistance along the way.

Published by Jossey-Bass. ISBN: 0-7879-0015-X. 33.00 US dollars