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Managing Citizen Involvement

Managing Citizen Involvement. Basic Citizen Engagement/Involvement Mechanisms. Choice Competitive Choice Voice Customer Service. Customer Service and Seattle Solid Waste Case Background. Customers, Clients, or Captives? Diffuse vs. Direct? Key Decision Maker and Other Actors Environment

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Managing Citizen Involvement

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  1. Managing Citizen Involvement

  2. Basic Citizen Engagement/Involvement Mechanisms • Choice • Competitive Choice • Voice • Customer Service

  3. Customer Service and Seattle Solid Waste Case Background • Customers, Clients, or Captives? Diffuse vs. Direct? • Key Decision Maker and Other Actors • Environment • Function/Mission

  4. Customer Service and Seattle Solid Waste Case Background • Basic Processes • Handling Customer Complaints • Billing

  5. Seattle Solid Waste: Courses of Action • Improve Customer Service Quality • Enhance Choice or Competitive Choice • Enhance Voice/Citizen Engagement • Alternatives or Complements?

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