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• <br /> City of <br /> Elk <br /> River <br /> • , MEMORANDUM <br /> TO: Economic Development Authority <br /> Mayor and City Council <br /> FROM: Pat Klaers, City Admini tr.t•r <br /> DATE: March 12, 2001 <br /> SUBJECT: Marketing Project— Customer Service Process <br /> As one of the managers of the city funds I go to great lengths to ensure that we get a quality <br /> product for our expenditures and that we don't overpay for anything. On the other hand, I <br /> also believe that we should pay a fair amount for services that we receive. <br /> • We are nearing the completion of a successful work project on improving how we provide <br /> customer service to our clients. The emphasis has been on economic development and how a <br /> prospect/client moves through the various city departments in order to get to the final <br /> product,which hopefully will be the opening of their business in a new facility. While the <br /> emphasis has been on business park prospects, the benefits of understanding on how staff <br /> needs to work together and how interdependent staff members are upon each other for input <br /> and work in order to better serve any of our customers has been invaluable. By going through <br /> this process with Dukor and Associates, Inc. as the consultants,I feel confident that we will <br /> not repeat any of the mistakes that we have experienced in the past in dealing with developers <br /> or clients and that we are going to be much more efficient and professional in the treatment of <br /> all of our future customers. The customer service process has been a lot of work for the team <br /> (Michelle McPherson, Pat Klaers,Lori Johnson,Mark Nevinski, Cathy Mehelich, Steve Rolfe, <br /> Bryan Adams,and Terry Maurer) and we have invested a lot of time in and out of meetings in <br /> this process but I think that in the long run the city is going to be the winner as a resultof this <br /> project. <br /> When Anita Dukor submitted her original proposal to me for the customer service work it <br /> was for$20,500 for a complete and thorough project that included 22 hours in staff team <br /> meetings. After reviewing the original proposal, staff indicated that the number of hours in <br /> meeting could be greatly reduced,some of the work items could be eliminated, and that staff <br /> could do some of the "leg work" outside of the meetings. The approved proposal was for <br /> $15,500 and included 14 hours of team meeting time. <br />