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The author offers opinions on librarian Louise Berry, head of the public library in Darien, Connecticut. Noting that Berry will retire in February, 2014, the author praises her for her leadership of the library based on what is said to be a philosophy of total dedication to customer services, her relationships with her employees and with the community of Darien.

The United States-based energy company, Northeast Utilities Service Co. has started a four-year project to consolidate three customer information systems into one and six call centers into two facilities. The company made investments to develop a common set of customer service processes to support its four operating companies' customers. The company is in the process of consolidating its six call centers into one facility in Windsor, Connecticut and another at an undetermined location while putting a new .Net front end on an IBM mainframe-based CIS that has been in place since 1999. The goal of the project is to provide a more efficient customer service group while moving into single integrated customer information systems. INSET: User Input Key to Success of NU Integration Project.