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d. Several people mentioned that although the City staff tries to be very <br /> • cooperative and helpful, they believe that business people find the Review <br /> and Permitting process too cumbersome, slow, expensive, and rigid. <br /> e. Building inspections require more time than there is staff to provide it. More <br /> timely and thorough communication from developers to Inspections could <br /> eliminate some last minute "Oh by the way's". <br /> f.A few people commented that the Concept Review meetings could be improved <br /> with better preparation for the Review meetings, more open, two-way <br /> communication and problem solving, and more group ownership for the <br /> recommendations in the final document. <br /> 3. CITY STAFF AND MUNICIPAL UTILITY <br /> The staff members in these focus groups are dedicated to providing good customer service <br /> to business developers (any customer). They respond as quickly as possible to questions <br /> and requests. They found, however, that the internal processes could be improved with six <br /> Astrategies. <br /> a. They could better serve their external customers if there were a complete, user- <br /> friendly and packet of materials to help developers move through the City's <br /> Permit and Review process. <br /> b. They could provide better service if they were better informed. They perceive <br /> that developers see a lack of teamwork and then complain to the City Planner. <br /> There was strong opinion that short, well-run staff meetings would benefit <br /> communication, problem solving, teamwork and morale. Better communication <br /> between department heads would also improve inter-department teamwork at the <br /> staff level, especially if information moved downward. <br /> c. Staff is also impacted by the philosophical division in the City. Participants noted <br /> that communication between the Planning and Building/Zoning departments <br /> could be improved. <br /> d. There is a general need to clarify roles and expectations with clear, written job <br /> descriptions. <br /> e. Staff feels stretched beyond capacity in terms of work load and customer service. <br /> While recognizing the need for balance between low taxes and sufficient staff, <br /> • page <br /> 5 <br />