ICMA Coaching Program: Best Practices in Citizen/Customer Service

ICMA Coaching Program: Best Practices in Citizen/Customer Service

Best Practices in Citizen/Customer Service

ICMA Coaching Program Webinar

10:00 – 11:30 AM PDT, Thursday, May 11, 2017

Advance registration required for this no-charge webinar

Webinar topics:

  1. What are agencies doing to raise the bar of service delivery and cost effectiveness?
  2. How are agencies engaging citizens to be more than simply consumers of service?
  3. What are some future prospects for enhancing citizen/customer experience?


  • Bob Harrison, City Administrator, Issaquah, WA
  • Emily Moon, Deputy City Administrator, Issaquah, WA
  • Rob de Geus, Community Services Director, Palo Alto, CA
  • Mark Maliszewski, Senior Manager – Business Intelligence and Customer Experience, Charlotte, NC

Audience: all employees who want to make the most of their talent and have fun doing it

Meets Practice 3 (Functional and Operational Expertise and Planning), 4 (Citizen Service), and 5 (Performance Measurement/Management and Quality Assurance) of ICMA’s Practices for Effective Local Government Leadership. .


  1. Register in advance for the webinar:


  1. Connect with the webinar and audio:

Use your logon information from the email confirmation you receive via email from GoToWebinar. We recommend the telephone option dial-in number provided by GoToWebinar for sound quality.

  1. Ask questions:

You may submit questions anonymously via email to ICMACoaching@DonMaruska.com in advance or via the webinar during the panel discussion.

  1. Presenters’ presentation materials: We post these with the agenda at “Agendas & Archives” tab of icma.org/coachingwebinars. The PPT will be available at least 24 hours before the webinar.

ICMA Coaching Program Sponsors

Gold Sponsors: ICMA and Cal-ICMA

ICMA State Association Coaching Partners: Alabama, California, Colorado, Connecticut, Florida, Georgia, Illinois, Iowa, Kansas, Kentucky, Maine, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Hampshire, North Carolina, Oklahoma, Oregon, Pennsylvania, Texas, Utah, Virginia, Washington, and Wisconsin

Outreach Partners:  Canadian Association of Municipal Administrators, ELGL, International Hispanic Network, League of Women in Government, National Forum for Black Public Administrators, and Women Leading Government.

Presented By

Don Maruska, MBA, JD, Master Certified Coach
Director, ICMA Coaching Program – thrive in local government
See “Coaching Corner” at http://icma.org/coaching