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The Citizens Service Bureau (CSB) was created in 1971 to handle citizen complaints and serve as a referral source for city services. It was part of the Executive Department until 1991 when it became a division of the newly established Department of Neighborhoods. CSB receives and responds to 23,000 citizen questions and complaints annually. The staff coordinates interdepartmental responses to citizen concerns and leads Citywide efforts to improve customer service.

Correspondence, memoranda, notes, reports, and newspaper clippings related to the creation of the Office of the Ombudsman, the dispute over services and jurisdiction with the Citizens Service Bureau, and City withdrawal from the joint administration of the office.

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Quarterly, semi-annual, and annual reports of the Ombudsman. Includes analysis of complaints received, cases investigated, and recommendations and decisions issues. Also included are summaries of selected cases. Arranged chronologically.

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Observation records and incident reports related to seaplane take-off and landings on Lake Union. A 1989 agreement between the City, Lake Union area neighbors, and the aircraft companies established regulations regarding hours of flight operation and taxiing and flight patterns in order to minimize noise. Also includes correspondence and copies of the agreement.

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