4.11. SR 12-21-1995 - Laserfiche WebLink

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• 3. Funds are available for two all terrain vehicles (ATV) for the police reserves department. This $11,000 expenditure was discussed by the City Council last September during the budget discussions. These vehicles are needed to provide requested new services and better existing services. 4. Staff recommends the purchase of two additional PC's for the police investigation department. Lori and Tom will work out the details for this equipment improvement. The training proposal deserves a few more comments. The proposal was a result of a task force that was set up to analyze a "customer service" concern. It is anticipated that the training proposal will help the staff put forward a positive image for the city. The city is in a service industry and I believe that any perceived problem was more one of customer expectation than anything else. In this regard, better communication is necessary from the staff to the consumer or customer. This customer service situation has created some frustrations for both the citizen /applicant and the city staff. It seemed that even when the city was doing its job, we were still getting negative feedback. For example, if we • gave out a city revolving loan, we would then be criticized for having too long or complex of an application process. If the city was going out and putting in extra hours to keep the streets clear of snow and ice, we would then be criticized for not having the sidewalks plowed by a certain time or the newly created cross country ski trails groomed. If the city would hold a special Council meeting for an applicant, we would then be criticized for not recommending approval of the applicants request. These illustrations are offered as examples of the type of frustrations that the staff and customers have experienced. The best public relations tool that the city has available is our employees. In my ten years with the city we have not had any city wide staff training programs held. Such a program is overdue and this proposal, requested by the city from Training Networks, is the first opportunity that we will have to get all city staff members involved in a comprehensive training exercise. We need to let all city employees know that they are important partners in providing services to our citizens and how improvements can be made in this regard. My personal support for this Training Networks program was not as strong during the summer as it is today due to funding concerns. Now that I am comfortable that end of the year funds are available, I recommend that the • Council approve the modified $12,500 training program offered by Training Networks.