A Case Study: Fostering A Culture of Service Excellence at the City of Ottawa. (pdf 6Mb) and 
Fostering A Culture of Service Excellence Presentation (pptx 3Mb)
Presented by Beverley Patwell, Donna Gray, and Steve Kanellakos. ODNET Conference, Baltimore Maryland October 31, 2011.

TRANSCONTINENTAL MEDIA – Evolving Towards a HR Business Partner (pdf 84kb)
By Katya Laviolette and Beverley Patwell