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39 <br /> The City of Hickory adopted a Total Quality Management philosophy in 1991. Providing <br /> quality service with an emphasis on customer service, process improvement and <br /> organizational efficiency is what guides the day-to-day operations of City staff. <br /> The increasing role of communications in government is enabling us to further expand <br /> our customer service to citizens, visitors and businesses. <br /> The Public Information Office is an essential tool in government that is the conduit to its <br /> citizens. These actions and goals for the next three years will help the office flourish and <br /> embark into a new level of communications in local government. <br /> 17 <br />