Summer Conference in New Bern, July 13th-15th!

Summer Conference in New Bern, July 13th-15th!

Information is now available and registration is now open for the NCLGBA Summer 2011 Conference, July 13th-15th at the Hilton Riverfront Hotel in New Bern.

Several great workshops have been planned for the conference, providing an opportunity for attendees to get valuable information and gain professional certification credits. Workshop topics include:

  • Opening panel discussion focused on leadership development through the ranks of an organization from the budget analyst level to the executive management level.  Special guests for this session include Hickory City Manager, Mick Berry and High Point Assistant City Manager Pat Pate.
  • Review of the 2011 General Assembly session and the impact of the new State budget and other legislation, provided by the NC League of Municipalities’ Karl Knapp and the NC Association of County Commissioners’ Rebecca Troutman.
  • Economic Update from Michael Walden, PhD, North Carolina State University
  • Transforming Utilities – Tips and practical examples for dramatically changing  approaches to customer service.
  • Balancing Your Budget – The Critical Role of Community Values: Presentation of a new, interactive game that focuses on the importance of selecting and using community values to determine revenue increases and budget reductions during tough times.
  • Making Grants Happen –  Presenters experienced with the arts of seeking, writing and managing grants will share what they have learned and explain how municipalities and counties can best obtain and coordinate these efforts.
  • Promoting Tourism with the Past and Present – Highlights strategic initiatives used to create a productive tourism industry, integrating recent development with the city’s historic past (off-site session).
  • Presentation on North Carolina History by Dr. Freddie Parker, North Carolina Central University.
  • Revaluation and Revenue Neutral Tax Rates – What the current economic situation means for the future of property valuations and tax collections.

To learn more about the upcoming Summer Conference, visit the information page on our website or download the (revised) information packet and registration form.

Ballard, Rivenbark discuss Customer Service Intervention with Public Management Article

NCLGBA members Evans Ballard and Dr. William Rivenbark wrote the cover article for the August 2010 edition of Public Management, the magazine of ICMA, on the critical issue of improving customer service within local government. Their article looked at how the City of Salisbury, led by its City Manager David Treme, responded to performance surveying results that indicated citizen disappointment and apathy toward the public attitude of City staff.

The key to Treme’s response is his application of customer service excellence as the City’s “hedgehog concept”, an idea he gained by reading Jim Collins‘ management text, Good to Great. Focusing on customer service excellence, Treme and Ballard utilized citizen surveying and a facilitator-led “intervention” strategy to transform the City’s staff culture in order to achieve their goal.

ICMA has posted the article online, along with this video interview with Treme and Ballard.

Here are some additional resources related to the article and Salisbury’s success:

Salisbury’s Community Performance Reports

Salisbury Mission, Vision & Core Values

Salisbury Budget & Performance Office

Videos on Collins’ “Hedgehog Concept”

Case Study on Customer Service Intervention

The Customer Service Intervention (book)

Good to Great and the Social Sectors (monograph)