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Tragic past guides Joe Rull, Boston’s new chief of operations

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To some consumers City Hall can feel like an impenetrable wall of confusion. While some residents hail the quick responses from their government, many more are tested by their inability to smoothly resolve their issues at City hall.

It’s the kind of thing Mayor Martin J. Walsh is hoping to eradicate—even curb—when he created a new Cabinet position aimed at improving customer service.

He selected his trusted friend and a top former campaign advisor Joseph Rull to be chief of operations, a $150,000-a-year position overseeing seven departments such as personnel, government relations, and neighborhood services, a critical unit where requests for services, complaints and ire often go hand in hand.

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