Throughout the book Linden illustrates his principles with case examples from all levels of government. He shows, for instance, how a state government improved its unemployment services by moving from control-oriented jobs to multi-skilled professional positions. He tells how local governments have re-engineered business licensing systems, public schools, human resource programs, and even a zoo. At the federal level, he reveals how procedures form issuing passports, managing programs in national forest, delivering IRS services, and operating the massive Defense Logistics Agency were all effectively redesigned with the customer in mind.