1.   As a partial solution, he proposed steps to improve customer service, resolve citizen complaints and ease payment terms for hard-pressed taxpayers.

2.   As it is, most citizen complaints about abuse go to the courts and the media.

3.   As ombudsman, the public advocate can review operations of the city bureaucracy, recommend changes and respond to citizen complaints, but he has no power of enforcement.

4.   At the same time, citizen complaints of police brutality are less frequent.

5.   -- The hiring of an inspector general by the Police Commission to audit the disciplinary process and monitor the intake of citizen complaints against officers.

6.   -- Transferring authority for investigating all citizen complaints of excessive force from police stations to the Internal Affairs Division.

7.   A few are taking an even more proactive approach, organizing inspection tours or agreeing to investigate citizen complaints of wrongdoing.

8.   Adopt a procedure for investigating citizen complaints of racial profiling and educating the public about the procedure.

9.   Citizen complaints are down by two-thirds in your six years.

10.   Cote denied the charges but his arrest opened the floodgates for dozens of other citizen complaints against the department.