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
Last Updated: March 20, 2008