正如本文所报道的，诺里奇公共事业部建立了一个有效的管理团队，重组并裁减了25%的员工，同时减少了承包商的使用。虽然没有讨论，但对这项工作很重要的是建立一个大大改进的金融体系（包括预算和成本控制）和启动一个地方社区发展项目。这项努力是因为一场即将到来的金融危机而启动的。随着现金流的改善，“以客户为中心”的重要性变得显而易见。不幸的是，一些削减成本的努力与改善客户关系是不相容的。本文回顾了NDPU在提高效率的过程中取得的成功和吸取的教训。

As reported in this paper, the Norwich Department of Public Utilities developed an effective management team, reorganized and cut the staff by twenty-five percent while reducing the use of contractors. Not discussed, but nonetheless important to the effort, was the creation of a vastly improved financial system (both budgeting and cost control) and the start up of a local community development program. The effort was launched because of a pending financial crisis. As the cash flow was improved, the importance of "customer focus" became evident. Unfortunately, some of the cost cutting efforts proved incompatible with improved customer relations. This paper reflects upon the successes achieved and the lessons learned in NDPU's journey to improved efficiency.