Workshop Item - Erik Thorvig, Community Development Director
Title
Title
Development Customer Service Final Report
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Background
Customer service is an integral part of any government and business function. As an internal goal for 2021, and in response to Mayor and Council input, staff identified the need to review 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. 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.
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 attended two training/information gathering sessions. Approximately 35 staff from the departments mentioned above attended. The City’s four values (Professionalism, Integrity, Respect and Innovation) were an overarching theme in these discussions.
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 City Council discussed this topic at the August 9, 2021 workshop. This discussion reviewed the role the City Council plays in the development process both internally (interaction with staff) and externally (interaction with residents, developers, etc.).
On October 30, 2021, department heads and key management staff completed a final session with Mr. Rapp. As a result of the feedback and discussions that occurred, staff identified three core areas to review opportunities to be more effective with the City’s approach to customer service. Those three core areas are:
• Improving the development review process
• Effective communication externally, internally and with the City Council
• Training and evaluation
Improving the Development Review Process
The development review process is different in every city and can be challenging for developers/applicants, etc., to manage if they are unfamiliar with it. The following are opportunities to better educate customers about the process and provide efficiencies in certain instances.
• Create an external process flow-chart for the public.
• Create an internal process flow-chart.
• Identify project managers to assist applicants through the entire process. The lead person will depend on what type of project it is and what process an applicant has to go through. For example, some projects require approval by the City Council and building permit process, while some projects only require the building permit process.
• Identify standard operation procedures (SOPs) for special instances/projects that may require a different process due to project urgency, align with key city priorities, etc.
• Allow for budgeted overtime to be utilized if workload is high or a special project has been submitted.
Effective Communication
The following are internal and external ways to improve communication.
• Communicate with staff the expectations of the City Council for specific project areas/priorities. This is not intended to mean that the City Council is directing day-to-day activity, however helps staff identify areas where expedited review, varied process, etc., could occur.
• Meet with developers/contractors early on in the process to lay out timing expectations. This could be accomplished via the flow-chart identified above. In addition, communicate the importance of reaching out to other agencies that may be involved in the process (Watershed, Met Council, etc.)
• Pro-Active communication. Continual communication with applicants about the status of their project.
• Solution oriented. In a regulatory world the answer sometimes has to be “no”, however staff should work with an applicant to find alternative methods that each party is comfortable with that solves a problem. In addition, when having to say “no”, provide the reasoning and why to help an applicant understand staff’s position.
• Identify and understand that applicants have different knowledge and expertise with city processes. For example, an experienced developer has much more knowledge than a resident applying for their first building permit. Inexperienced customers may need additional assistance beyond the norm.
Training and Evaluation
Training & Evaluation for All Employees
• Establish expectations for all training programs
• Establish standards of service (eg. How soon do you respond to a voicemail, etc.)
• Have written standard operating procedures
• Communication training
Training & Evaluation - Supervisory
• Succession planning & training
• In the field training with staff
• Career coaching for supervisors
As departments prepare 2022 goals, the outcomes identified above will be a priority. One of the funding packages in the 2022 budget is to allocate $50,000 for customer service. Staff has not identified specifics, however generally feel that training and communication tools would be an effective use of funds. The city manager and department heads have also identified the need for city-wide customer service training (not just the development process) as public interaction is a primary activity for all staff.
Staff Recommendation
Receive the report and provide any additional information.
Attachment List
Final presentation by Craig Rapp to staff.