One of the simplest and yet most profound changes is a shift away from calling people in the system “probationers” or “offenders” and instead referring to them, and treating them, as “clients” of city services. Helping to re-think the entire process of probation was a task force that included probation officers and clients from across the city

the description how the culture of endless waiting on plastic chairs was turned around is very inspiring, as is the directive to treat nyc citizens as customers, not as subjects.