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Can there be an ombudsman or advisor type position to negotiate the maze of Budget/Position Council Budget discussion <br />city rules on the business owner’s behalf? This person could develop Addition <br />6 <br />relationships proactively with business owners and encourage a partnership <br />mentality between owners and city staff. <br />Use the velvet glove approach when delivering requirements for compliance. Customer Service -Customer Service Training <br />Think of the business owners as customers. -Professional Standards Training <br /> <br /> The business customer often does not feel their risk is appreciated or <br />understood. Empathy does not mean bending the rules. <br /> It is generally understood that rules are rules; it’s the attitude and approach of <br />7 <br />those tasked with compliance/enforcement that makes the difference. <br />FAQ guides <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 <br />Authority/Council review/craft of <br />in the process, even when the answer might be “no”. Can staff help to find a <br />ordinance and policy purpose statements <br />way to say “yes” with suggested changes in design? <br />There is a need for balance between desire for beautification and business use of Policy Council Review/Action on city <br />8 <br />property (storage, signage etc.) ordinances <br />Education -Incorporate Pre-application meetings <br /> Can there be a proactive approach to business development such as educating <br />Planning and ED -Encourage Work Session Reviews <br />builders, contractors, owners before a project is submitted? <br />Review and update project checklists <br /> Communications regarding process requirements for Building permits, Codes, <br />Meet with Minneapolis planners <br />Loan programs and Ordinances needs to be timely, consistent, clear, transparent <br />9 <br />regarding their Business Navigator Office <br />and communicated up front, before excessive money is spent. <br />Citizenserve Software? <br /> <br />Website Update – Opening a business in <br />ER <br />Communication -Public Information for CUP compliance <br /> Communicating in person vs. sneaking around taking pictures or sending <br />process <br />threatening letters would be appreciated more. <br />-Council/Authority work session <br /> Several references to the ‘enforcement’ verbiage on the city truck were used as <br />10 <br />discussion regarding legal compliance / <br />an example of a philosophy being tilted away from personable customer service. <br />notice requirements <br />Re-brand nuisance code division <br />EDA/HRA Loan processes are cumbersome. Can they be simplified and expedited? Policy EDA/HRA policy review <br />11 <br />There is no substitution for product knowledge, some examples of staff not fully Training Remedial staff training <br />12 <br />knowledgeable 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 Policy Council policy discussion regarding: <br />13 <br />to reduce timelines? - Policy delegation <br />