In today's business environment, customer service is more critical than ever. It is a major factor when consumers decide where to take their business. However, consumer choice is not applicable to all businesses for example, public utilities. Consumers do not have a choice in picking which utility company provides them service; the choice depends upon local jurisdictions and predetermined service territories. This lack of choice creates a "forced relationship" between consumers and public utilities. Because the nature of this relationship can have a negative impact, public utilities need to reevaluate their approach and invest in effective customer service as a valuable tool to achieve their organizational goals. This study investigates the need for public utilities to expand their investment; explores the available avenues to expand their investment; and offers a recommended pathway with the features and interface to expand their investment. Technology is the key in achieving organizational goals as it can reengineer internal and external operations. Self-service technology (SST) along with the features of gamification enable an organization to reengineer both its internal and its external operations. Companies can shift work from employees to customers and develop new mediums for customer service interaction. Overall, three investments are analyzed: traditional call centers, online, and mobile. The analysis focuses on available features and how those features affect the achievement of organizational goals. Two studies comprise interviews with utility representatives and a customer survey completed to reinforce findings. Based on the research, a smartphone application is the best option to enhance customer service while addressing all organizational goals.

This paper outlines the design and testing of a z-scan spectrometer capable of measuring the third order refraction index of liquids. The spectrometer underwent multiple redesigns, with each explored in this paper with their benefits and drawbacks discussed. The first design was capable of measuring the third order refraction index for glass, and found a value of 8.43 +- 0.392 x 10^(-16) cm^2/W for the glass sample, with the literature stating glass has a refraction index between 1-100 x 10^(-16) cm^2/W. The second design was capable of measuring the third order refraction index of liquids, and found values of 1.23 $\pm$ 0.121 $\e{-16}$ and 9.43 +- 1.00 x 10^(-17) cm^2/W for water and ethanol respectively, with literature values of 2.7 x 10^(-16) and 5.0 x 10^(-17) cm^2/W respectively. The third design gave inconclusive results due to extreme variability in testing, and and the fourth design outlined has not been tested yet due to time constraints.

The goal of this project was to design and create a genetic construct that would allow for <br/>tumor growth to be induced in the center of the wing imaginal disc of Drosophila larvae, the <br/>R85E08 domain, using a heat shock. The resulting transgene would be combined with other <br/>transgenes in a single fly that would allow for simultaneous expression of the oncogene and, in <br/>the surrounding cells, other genes of interest. This system would help establish Drosophila as a <br/>more versatile and reliable model organism for cancer research. Furthermore, pilot studies were <br/>performed, using elements of the final proposed system, to determine if tumor growth is possible <br/>in the center of the disc, which oncogene produces the best results, and if oncogene expression <br/>induced later in development causes tumor growth. Three different candidate genes were <br/>investigated: RasV12, PvrACT, and Avli.