Practical notes for leaders and department directors on how custom agents fit the way a local government runs and serves the public.
Each article takes one practical question about agents in a city or county government and walks through what to ask and what to change.
Ask these before any agent touches a notice that residents will read.
Read more →A draft reply is only useful if the failures are known in advance and each has a guard.
Read more →A plain-language glossary for department heads, dispatch supervisors and IT staff.
Read more →Five ways a resident request ends up in the wrong queue, each with a likely cause and a fix for the office staff who correct it.
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