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Indiana BMV Builds on Three Pillars to Drive up CX

GovLoop

When Mitch Daniels took office as Indiana’s Governor in 2005, one of the top items on his agenda was reforming the Bureau of Motor Vehicles (BMV). That work has continued unabated since Daniels left office in 2013, and the rating now sits at 98%, according to the 2021 annual report. The team cut the online prices $5.00

2021 98
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Desperate times sometimes lead to a more marketing-oriented guise: WMATA/Metrorail | Bonus: WMATA's financial crisis

Rebuilding Place in Urban Space

Now a goodly amount of that is encapsulated in " Branding's (NOT) all you need for transit " (2018), but old pieces like " Making Transit Sexy " (2005), make the point too, less sophisticatedly. First, in the early years of the blog I wrote a lot of pieces about transit marketing and doing a better job of it.

2008 52
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Towards a Taxonomy of Disasters

Disaster Planning and Emergency Management

The study of disasters is a 'lateral discipline' that, to varying degrees embraces at least 42 other disciplines and professions (Alexander 2013). For example, business continuity management has a slightly different set of priorities which induces it to change the emphasis among triggering factors (Elliott et al. Caffrey 2005.

2010 52
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To and from origin stations can be difficult: More on the Silver Line and intra-neighborhood transit (tertiary network)

Rebuilding Place in Urban Space

The transit network concept I worked out is based on how Arlington County, Virginia, in their 2005 Trasnportation Plan, defined a Primary and a Secondary Transit Network. As any transit user knows, once in a great while every transfer works beautifully, with little if any waiting (e.g., Tertiary Network concept.

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WMATA is pathetic: of course it belongs to "the public"

Rebuilding Place in Urban Space

Though I am privileged to be the general manager, it’s your Metro, so please let us know how we can serve you better. I am empowering all staff members to own our service outcomes and to proudly represent America’s transit system. As you travel the region this fall, I hope you will choose Metro.

2009 52
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Eastern Market DC's 150th anniversary last weekend | And my never realized master plan for the market

Rebuilding Place in Urban Space

In 2005, I served on the advisory committee for the International Public Markets Conference which covered both DC and Baltimore that year, led a tour, etc. I suggested many things over the years including: -- creating a transportation management district for the Capitol Hill area, serving Eastern Market. They still haven't.

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Swarming and Followership; Distance Leading

Public Policy Blog

Image: Faggard, 2013. Paradoxically, technology modifies and enhances other types of distance as parents and managers alike bemoan their waning influence on followers who increasingly turn to smartphones and social media, rather than their immediate leaders for daily guidance (p. Arquilla, John and Ronfeldt, David. Faggard, D.