1. October 2001 Tidemark User's Conference1 Session: Customer Service Goals/Measurements Panelist: Cathie Williamson, City of Boulder Date: Wednesday October 3, 2001

2. October 2001 Tidemark User's Conference2 Planning & Development Services Boulder, Colorado

3. October 2001 Tidemark User's Conference3 Defining Good Customer Service Implementing Change Performance Measures Software Systems as Tools for Measuring Success Customer Service Plan for Continuous Improvement

4. October 2001 Tidemark User's Conference4 Defining Good Customer Service Stakeholder Groups Service in a Regulatory Environment Internal and External Customers

5. October 2001 Tidemark User's Conference5

6. 6

7. 7 Implementing Change (1) Improving Planning and Development Services Project Systems and Processes Records and Information Management of Staffing Resources

8. October 2001 Tidemark User's Conference8 Improving Planning and Development Services Project “Project” Orientation Designing the Services Center Implementing Change (2)

9. October 2001 Tidemark User's Conference9 Performance Measures

10. October 2001 Tidemark User's Conference10

11. October 2001 Tidemark User's Conference11 Software Systems as Tools for Measuring Success

12. October 2001 Tidemark User's Conference12

13. October 2001 Tidemark User's Conference13

14. October 2001 Tidemark User's Conference14

15. October 2001 Tidemark User's Conference15

16. October 2001 Tidemark User's Conference16 Customer Service Plan for Continuous Improvement Identifying Customer Service Moments of Truth

17. October 2001 Tidemark User's Conference17

18. October 2001 Tidemark User's Conference18

19. October 2001 Tidemark User's Conference19 Customer Service Plan for Continuous Improvement Identifying Customer Service Moments of Truth Surveys Customer Service Group Management Leadership Performance Measures and LandLink Management Reports