ABSTRACT
In the highly competitive and mobile 21 st century global economy, all organizations seek better ways to innovate, improve productivity, measure results, motivate employees, serve customers and raise quality standards. Reforms are also accelerating at all levels and in all functions of government, including the armed services, education, intelligence and security agencies, revenue collection, state departments of health and human services and military reserve units. It can be especially challenging for the public sector to integrate new technology, upgrade equipment and provide advanced training to meet extraordinary administrative, financial and institutional challenges. In order to initiate, implement and sustain these changes, public agencies must devote considerable time and resources to maintaining and improving customer service and security systems, all under the watchful eye of opposition political leaders whose ideologies often conflict with current policy directions.
