Recently, I’ve observed lots of conversation in the media on how to make your business “customer-centric,” case in point here, here and here. I find it interesting that missing from this discussion is acknowledgement that government agencies are becoming more custo...

Talk about retiring on top! Steve Arcelona, Deputy Director at the Human Services Agency of San Francisco, retires after a 40-year career in public service with 16 of those years at San Francisco Human Services Agency (HSA). When asked about what Steve feels is his big...

What do Amazon, Trader Joe’s, Apple and County Health and Human Service agencies have in common?

The answer is – they’ve created a customer-centric business model. The notion of putting the customer first has become a competitive advantage for these private sector compa...

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