Papers and Reports

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ACSI E-Gov Index Trends, by Larry Freed, March 18, 2008

Customer Satisfaction with the US Federal Government - Results of the ACSI, by Forrest Morgeson and Lifang Vanderwill, (446 kb) Dec. 20, 2007

ACSI E-Gov Index Trends, by Larry Freed, (78 kb) December 17, 2007

ACSI E-Gov Index Trends, by Larry Freed, (331 kb) September 18, 2007

ACSI E-Gov Index Trends, by Larry Freed, (310 kb) June 19, 2007

ACSI E-Gov Index Trends, by Larry Freed, (216 kb) March 20, 2007

Trends in Customer Satisfaction with the Federal Government, by David VanAmburg and Forrest Morgeson, (334kb) Dec. 15, 2006

ACSI E-Gov Index Trends, by Larry Freed, (563 kb) Dec. 15, 2006

E-Government Satisfaction Index Commentary and Analysis by Larry Freed, (307kb) Sept. 2006

Using Appreciative Inquiry Every Day to Deliver America's Dream, (111kb) Oct. 2005

E-Government Satisfaction Index Commentary and Analysis by Larry Freed, (278kb) Sept. 20, 2005

E-Government Satisfaction Index Commentary and Analysis by Larry Freed, (213kb) June 2005

Positive Transformation of Government, Appreciative Inquiry Practitioner, (934kb) May 2005

E-Government Satisfaction Index Commentary and Analysis, by Larry Freed, (210kb) March 2005

Creative Learning Groups at NASA/Goddard and EPA: Leaders Grow Leaders, (74kb) Jan. 26, 2005

Managing for Results: Connecting the Dots, by John Kamensky [ PDF (28kb) ]

American Customer Satisfaction Article by Bernie Lubran, published by European Public Administration Network, Jan. 13, 2005

What's a Manager to Do? by Jim Trinka, (76kb) June 30, 2004

Study Shows State Department’s Efforts to Improve Citizen Satisfaction Pays Benefits, by Ted Kniker, 2004

The FCG Executive Coaching Guide: Steps for a Successful Coaching Partnership, March 2002

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Last Updated: March 20, 2008

Presentations

Future of the Government Web by Bev Godwin, Director, USA.gov, March 20, 2007   ADD SIZE--8 PLUS MB

NIH's Enterprise Approach to Measuring Customer Satisfaction

Psychologically Healthy Workplace Awards, David W. Ballard, Jan. 26. 2007

Psychologically Healthy Workplaces, Ellen Lent, Jan. 26, 2007

Psychologically Healthy Workplace Videos

FCG Consultant Ted Kniker's Comments on PART, American Evaluation Association, Nov.. 2, 2006

Speech Coach Larry Tracy's Handouts on Getting Buy-In, Dec. 1, 2006

Sustainable Leadership, Coaching and Emotional Intelligence, a PowerPoint presentation by John Lazar, November 17, 2006

FCG Presents Public Speaking Expert Larry Tracy in a Workshop on December 1, 2006

Getting Buy-In: How to Make Persuasive Presentations by Larry Tracy, Sept. 15, 2006

First Quarter 2006 E-Government Satisfaction Scores

FirstGov Search Portal: New Generation of Government Search, March 27, 2006

Trends in Customer Satisfaction with the Federal Government, by Forrest Morgeson, Ph.D., Dec. 15, 2005

ACSI E-Gov Index Trends, by Larry Freed, Dec. 15, 2005

Customer Service at the Railroad Retirement Board, by Catherine Layser, Dec. 15, 2005

Develop an Effective Communications Strategy for Your Project: 45 Tips in 45 Minutes, by Pat Wood, (45kb) July 12, 2005

Organizational Development Systems Consortium, presentation by G. Lee Salmon, (71kb) April 22, 2005

Coaching in the Federal Government, presentation by G. Lee Salmon, (59kb) April 1, 2005

How to Be a Leader without the Benefit of Authority, presentation by G. Lee Salmon, FCG Executive Consultant and Coach, at the Government Administrative Summit, (79kb) Dec. 15, 2004

e-Presentations from the Citizens Service Conference, Dec. 12-13, 2004

e-Presentations: E-Government Citizen Satisfaction Summit, Sept. 21, 2004

Developing an Effective Federal Marketing Strategy: A PowerPoint Presentation by Pat Wood at the ItsGov Conference, (86kb) Aug. 25, 2004