…CSR DELIVERS RESULTS FOR THE CITY OF BALTIMORE SERVICE FOR CITIZENS…AND BOTTOM-LINE RETURNS FOR LOCAL GOVERNMENT 5,000 TIMES A DAY... RETURN ON INVESTMENT Customer Service Request System (CSR) is welcomed by citizens and employees…but what about the bottom line? How has CSR affected productivity? Administrative and management costs? Revenues? And, more important from your perspective, what can Baltimore’s experience tell you about the potential

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