The first step in successful innovation is being willing to step away from the norm: "the way things have always been done." Although it is often the case in business—and in life-that change is treated as something to be feared, or something that will be a burden, small changes often bring about huge rewards. The two winners of the Awards of Excellence in Administrative Innovation have stepped into the electronic age, and on the way have become more efficient, streamlined providers of customer service.
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