@techreport{PugsleySealeyDeLewCrassoWalsh2010, author = "Pugsley, Lisa Marie and Sealey, Andrew Ian and DeLew, Jacob Christopher and Crasso, Anthony William and Walsh, Nicholas E" title = "Improving Customer Access to Council Services in the London Borough of Greenwich" school = "Worcester Polytechnic Institute" %address = "100 Institute Road, Worcester MA 01609-2280 USA" year = "2010" %month = "April" }