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Other stories by Diana Granitto

  • To screen or not to screen?

  • Bridging Controversy and Consensus

    The Maryland State Highway Administration (MSHA) was faced with juggling competing demands in the reconstruction of two bridges feeding into Annapolis, the 350-year-old state capital. It sson became clear that garnering community support had to be the top priority.

  • Keep the customer satisfied

    Public works departments spend considerable resources handling requests from constituents—answering questions, fulfilling service orders, resolving complaints. To streamline the process, more and more agencies are implementing sophisticated customer relationship management (CRM) systems to process...