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Building Customer Service in Local Government: Appreciative Inquiry in the City of Dubuque

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Resource author(s): Laverne Webb, Sherry Rockey

Key topics: Leadership and Management Development, Organizational Development


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This case study, published in Consulting Today, was written by EnCompass President Sherry Rockey and former EnCompass CEO Laverne Webb. The article illustrates the successful application of Appreciative Inquiry (AI) to aid the Dubuque, Iowa Housing and Community Development Department in mediating disputes about housing policies with landlords in that city.

EnCompass Staff

EnCompass offers innovative solutions for organizational excellence.  We seek to enhance the impact and capacity of government and multilateral agencies, corporations, and nonprofits around the world through customized services in organizational and leadership development, training, technical assistance, and evaluation.

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