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Indiana BMV Builds on Three Pillars to Drive up CX

GovLoop

percent” in 2008, according to a study by the Sagamore Institute. When Justin Davis joined the BMV in 2017 as Contact Center Director, the employee attrition rate there was almost 200% per year, while customer satisfaction ratings were sinking.

2021 98
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How to Address Homelessness: Reflections from Research

The Stoop (NYU Furman Center)

2019 ; Collinson and Reed, 2017 ). This is particularly pertinent to formerly incarcerated people and young people aging out of the foster care system, where housing needs are foreseeable and obstacles are predictable ( Schneider 2018 ; Dworsky et al. 2021 ; Gubits et al.

Housing 52
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Rampant management failure #2: DC area Metrorail (Washington Area Metropolitan Transit Authority)

Rebuilding Place in Urban Space

RTS did this when they were successful, so that when the 2008 recession hit, they were well placed to operate and survive financial setbacks that crippled other transit authorities who were not as well situated. The director then, Mark R. But it is also a management failure of local government.

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Managing Emergencies: The Challenges of the Future

Disaster Planning and Emergency Management

In some instances, notably the Manchester Arena bombing and the Grenfell Tower fire (both in 2017), the shortcomings have been nothing less than scandalous (Kerslake 2018, Moore-Bick 2019). But in 2008 floods stretched from Alnwick in Northumberland to Tewksbury in Somerset, nearly 500 km away. Was this not a disaster?

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What is the competitive advantage for the post-covid city? Doubling down on place values

Rebuilding Place in Urban Space

Over time, Minneapolis made complementary investments of its own, light rail was added to the program, and the city's decline was reversed.

2016 52
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Updating the best practice elements of revitalization to include elements 7 and 8 | Transformational Projects Action Planning at a large scale

Rebuilding Place in Urban Space

While the concept was spurred by my writings on the Purple Line light rail system coming to suburban Maryland, -- " (Big Hairy) Projects Action Plan(s) as an element of Comprehensive/Master Plans ," 2017 but also best practice programs I've across and not always written about. Transformational Projects Action Planning. Social Marketing 3.

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Does a Nonprofit “First Look” Program Promote Neighborhood Stabilization? Examining Outcomes for REO Sales in Florida

Center for Community Progress

One estimate suggests that more than 5 million homes that were originally owner-occupied transitioned to rental homes between 2006 and 2017. percent of the REOMatch properties were owner-occupied as of 2018, including 88 percent of the 2014 properties and 77 percent of the 2015 properties. Within these census tracts, 71.3