Customer Service.Gov: Technology Tools and Customer Service Principles for Innovative and Entrepreneurial Government
Bruce McClendon, FAICP, two-term president of the American Planning Association, has authored five books including Customer Service in Local Government and written over 100 articles in such publications as: PM Public Management, National Civic Review, Journal of the American Planning Association, Public Administration Review, and Planning magazine. He has a degree in BA from the University of Missouri at Kansas City and a MRCP from the University of Oklahoma. He has over thirty years of continuous experience as a department head working in local government for: Los Angeles, County California; Orange County and Hillsborough County, Florida; and Fort Worth, Galveston, Beaumont, and Arlington, Texas. As a management consultant to the public sector he has conducted management and performance audits for a variety of departments in numerous cities and counties.  Mac Birch received his Bachelors in Urban Planning from Iowa State University and a MBA, with a concentration in information technology, from the University of Iowa. In 1993, he formed his own company, McCoy Birch & Associates, which focused on software application development network and internet publishing systems, GIS, and Planning Scenario Modeling software.  He is currently a principal with the Kendig Keast Collaborative. Over the past eight years, he has collaborated closely with Zucker Systems in auditing the performance of local governmental planning and building departments throughout the U.S. and Caribbean region. In these studies, he has been responsible for performing the IT related portions of these evaluations. Ray Quay, FAICP is currently a Research Professional with the Decision Center for a Desert City project in the Global Institute of Sustainability at Arizona State University.  He has served as the Assistant Director of Planning for Phoenix Arizona, Arlington Texas, and Galveston Texas.  He has authored numerous books and articles related to urban planning and water resources including coauthoring Mastering Change with Bruce McClendon, editor of the The Greater Phoenix Regional Atlas: A Preview of the Region’s 50 Year Future, coauthor of Opening Access to Scenario Planning Tools, and contributing author in Understanding Sustainable Cities.  He holds a BS in Biology and Environmental Studies from Baylor University, a MS in Community and Regional Planning from University of Texas at Austin, and a PhD in Environmental Planning and Design from Arizona State University.