Can Disney’s Customer Service Model Work in Government? (or NonProfits or Your Company?)

In the public sector, customer service can easily devolve to “our way or the highway.” The head of the Arlington, Texas, planning department is transforming its service culture into a place where your “dream comes true.”

Standing in line for a building permit might never match waiting to board a car at Space Mountain, but there’s no city department where customer service matters more than Thoppil’s, says outgoing mayor Jeff Williams.