Introduction: The making of effective public servants 1. Elmer Boyd Staats and the pursuit of good government - Kathe Callahan 2. Leadership and the transformation of a major institution: Charles Rossotti and the internal revenue service - Hal G. Rainey and James R. Thompson 3. Leadership with an enduring impact: the legacy of chief Burtell Jefferson of the metropolitan police department of Washington, D.C. - Brian N. Williams and J. Edward Kellough 4. Qualified to learn the job: Donna Shalala - Beryl A. Radin 5. William Robertson: exemplar of politics and public management rightly understood - Terry L. Cooper and Thomas A. Bryer 6. Lillian Borrone: weaving a web to revitalize port commerce in New York and New Jersey - Hindy Lauer Schachter 7. Leadership and change at NASA: Sean O'Keefe as administrator - W. Henry Lambright 8. George Tenet and the last great days of the CIA - Richard D. White Jr. 9. Colleen Jollie, state tribal liaison: a story of transformational change - Cheryl Simrell King and Megan Beeby 10. Being there matters – Redefining the model public servant: Viola O. Baskerville in profile - Janet R. Hutchinson and Deirdre M. Condit 11. Managing the "new normalcy" with values-based leadership: lessons from Admiral James Loy - Heather Getha-Taylor 12. Nancy Alfaro as an exemplary collaborative public manager: how customer service was aligned with customer needs - Katherine C. Naff 13. Chrik Poortman: a world bank professional - Xu Yi-chong and Patrick Weller 14. The pracademic and the fed: the leadership of Chairman Benjamin Bernanke - Anne M. Khademian 15. Bill Gibson and the art of leading across boundaries - Ricardo S. Morse 16. Prosecuting nazi collaborators and terrorists: Eli Rosenbaum and managing the office of special investigations - Jerome S. Legge Jr.