The first ingredient, organizational culture, is apparent in the DPD's positive 'can do' attitude, its emphasis on productivity, its 'we' philosophy, and its cognizance of its place on the city's team. A service model, an emphasis on civility and understanding, and a variety of community relations programs (horse patrols, ministations, crime watch) provide the second ingredient -- closeness to the customer. The third ingredient, valuing employees, is evident in the DPD's small task forces, employee meetings, job enrichment, performance recognition, and input procedures. The fourth key, sticking to the basic mission, can be seen in the DPD's emphasis on patrol as the backbone of police work and the development of more streamlined call-screening, paperwork, and court-related procedures. Finally, innovation is apparent in such programs as the direct entry offense/arrest report and direct case-filing systems, the use of mobile digital terminals, video training, and other computer-aided operations.