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Summary of the Focus Group Discussions: <br />Focus Group held July 30 & 31 <br /> <br />The following is a list of common themes we heard throughout the group discussions. They include <br />challenges, highlights and suggestions for improved relations with the existing and potential ER business <br />community. <br /> Some of the current staff are seen as bright and talented individuals who should be recognized <br />for their leadership and customer service focus. The changes in these roles have been refreshing <br />and impressive. <br /> There is a need for balance between desire for beautification and business use of property <br />(storage, signage etc.) <br /> The business customer often does not feel their risk is appreciated or understood. Empathy <br />does not mean bending the rules. <br /> Can there be a proactive approach to business development such as educating builders, <br />contractors, owners before a project is submitted? <br /> Communications regarding process requirements for Building permits, Codes, Loan programs <br />and Ordinances needs to be timely, consistent, clear, transparent and communicated up front, <br />before excessive money is spent. <br /> Communicating in person vs. sneaking around taking pictures or sending threatening letters <br />would be appreciated more. <br /> Several references to the ‘enforcement’ verbiage on the city truck were used as an example of a <br />philosophy being tilted away from personable customer service. <br /> EDA/HRA Loan processes are cumbersome. Can they be simplified and expedited? <br /> Some perceived that the personal agenda of a staff member can influence the way City process <br />is interpreted. <br /> There is no substitution for product knowledge, some examples of staff not fully knowledgeable <br />of the code, ordinance, process or loan. Additional training can help. <br /> How can the Planning and Zoning process be streamlined and given more authority to reduce <br />timelines? <br /> A review of the city fee schedule is needed both by comparison cities and philosophy. (i.e. bldg. <br />permit, sac/wac, utility deposits) <br /> Shouldn’t it be a collective effort, or common goal, for staff and entrepreneurs to build and <br />grow the business community in Elk River together? <br /> Can Compliance and Customer Service both be accomplished or balanced? <br /> Find a way to say “yes” and not always “no”. Find a way to be more welcoming in the process, <br />even when the answer might be “no”. Can staff help to find a way to say “yes” with suggested <br />changes in design? <br /> It is generally understood that rules are rules; it’s the attitude and approach of those tasked <br />with compliance/enforcement that makes the difference. <br /> Overall, several participates indicated that they do see some improvements in the areas code <br />enforcement and inspections. <br /> <br />