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• 3. The City needs to define its relationship with land developers <br /> and business operators so that there is better understanding <br /> and cooperation between the two groups. This will likely result <br /> in a positive business climate in Elk River. <br /> 4. Teamwork could be improved internally, both intra- and inter- <br /> departmentally. <br /> 5. City staff sees opportunities to improve procedures at their <br /> level. Implementing these improvements is contingent upon <br /> Item#1, above. <br /> Training Networks accurately identified the specific concerns of the various <br /> groups (land developers and business operators,department heads and <br /> Administrator, staff support and Municipal Utilities, etc.). In addition, a <br /> variety of suggestions and recommendations are outlined in the Report. They <br /> have been categorized under the topics of customer service, the review and <br /> permitting process itself, and communication. Further, Training Networks <br /> strongly recommends that various City employees discuss these issues and <br /> develop implementation plans. To ensure objectivity, these sessions would <br /> likely have to be facilitated and coordinated by a neutral person. It was also <br /> strongly recommended that the City invest in appropriate staffing and <br /> ip training. Potential workshops to build a consistent customer service <br /> orientation include topics such as teamwork skills, phone communication <br /> techniques, internal training of the "process", and customer service in the <br /> government, etc. <br /> In summary, through its contract with Training Networks, the EDA has <br /> successfully flushed out various issues related to the City's review and <br /> permitting procedures. Many of the specific suggestions can be easily <br /> addressed through a commitment by the City to invest in appropriate staffing <br /> and training for its employees. <br /> Action Requested <br /> The EDA is asked to recommend to the Elk River City Council that it <br /> consider implementing a number of the findings and conclusions from the <br /> Needs Assessment Report submitted by Training Networks, Inc. These <br /> recommendations would include retaining a neutral person to provide <br /> objectivity in future intra- and inter-departmental sessions. <br /> This recommendation should be forwarded to the City Council as soon as it <br /> practical. <br /> • <br />