Workshop Item - Erik Thorvig, Community Development Director
Title
Title
Development Customer Service Discussion
Background
Customer service is an integral part of any government and business function. As an internal goal for 2021, staff identified reviewing customer service practices specifically related to development and permitting processes.
The development process is when an applicant submits an application that goes through the Planning Commission and City Council for approval. The permitting process is when a contractor, developer or homeowner applies for a permit for various activities such as constructing a new building or addition, remodel, fire suppression, residential projects, etc. Both of these processes involve personnel from planning, economic development, building inspections, engineering and fire inspections.
The City hired Craig Rapp to provide staff training and assistance. Mr. Rapp assisted the City with the strategic planning process and is very familiar with Blaine and municipal government. City staff has partaken in two training sessions. Approximately 35 staff from the departments mentioned above attended.
The first training session took a high-level approach to understanding what government’s role is in customer service and identified the various “outputs” the City provides such as permits, regulatory information, inspections, etc.
The second training session involved a more detailed discussion on the following topics:
1. Inherent Conflict/Tensions
2. Understanding Blaine’s position to other communities as it relates to attracting development
3. Our Values
4. Our “Way”
The second session also provided an opportunity for staff to share information that they would like the City Council to be aware of. Information from the second session will be shared as part of the presentation Mr. Rapp will provide to the City Council.
The following are initial findings from the first two training sessions.
1. How can staff better communicate with applicants?
2. How can permits be approved in a timely manner and with a sense of urgency across all departments?
3. If the message of “no” needs to be delivered, what is the best way to deliver that message? Helping people understand the “why”.
4. Regulations are often black and white, however, when is there an opportunity to find the gray area? Excessive flexibility can create fairness, consistency and predictability issues.
5. What does “business friendly” mean? There is a delicate balance between enforcing regulations and working with developers/businesses/residents.
Overall, considering the volume of development and permits reviewed by the City, Blaine does a very good job of providing customer service. However there is always an opportunity to improve and educate. Author Jim Collins wrote about the concept of going from “Good to Great” which is the approach the City is taking with this initiative.
Staff will have one final session to review feedback from the City Council discussion, identify areas to improve, core customer service values and other implementation steps to accomplish the “good to great” approach.
Staff Recommendation
Mr. Rapp will lead staff and council through a presentation and discussion.
Attachment List
PowerPoint from second staff training session.