Guessing is not a strategy: How to build decision velocity with AI and real-time data
June 10, 2026 | Live Webinar
A Call For Change
Perhaps the most challenging project of all is one that requires an organization to change. An executive mandate is a good start, but to reach the finish line project leaders with 'soft skills and iron wills' must carry the baton, as these two call-management system implementations in local government demonstrate.
When an implementation project promises to transform an organization's culture and alter employee work habits, resistance is bound to arise. Yes, an outright edict from executive leadership is often issued, and the project moves forward, for better or worse. But a more effective approach calls on project managers who can mentor change and build cooperation. And one of the most powerful tools in their arsenal is listening and straightforward communications, as these two independent call management system projects demonstrate.
The City of Des Moines, Iowa decided to create a customer response system to track and route citizen calls, including complaints about missed garbage pickup, park maintenance and potholes. In the past, callers would contact a department directly, email their city council member, seek out the mayor, or even do all three. The problem was that each city department collected and tracked citizen requests in different ways. And there was no way of telling if someone in another part of the city had already logged the complaint.
Some departments in…
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