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Department: <br />Completed by: <br />Performance Measure 2019 Actual 2020 Estimated 2021 Projected <br />% Citizenserve modules in <br />use 11 total (Bldg, Bus <br />Licensing, Code, <br />Environmental, Engr, <br />Planning, Rentals, <br />Stormwater, Shoreline, <br />Floodplain & Wetlands) <br />55%85%100% <br /># of Volunteer Pre-Application <br />Meetings 13 <br />Consider requiring them <br />for new builders/more <br />complex applications <br />20-25 <br /># of online safety training <br />courses taken by employees 746 775 800 <br />Performance Measures & Goals for 2021 <br />Community Development <br />Suzanne Fischer <br />Division Goal Goal Objective/Task <br />Ensure safety training is provided citywide and <br />completed as required. <br />Empower Safety Committee members to proactively <br />address safety issues in their respective divisions. <br />Oversee/support the divisions of Building, Planning and <br />Environmental Services to ensure goals are achieved <br />with available resources. <br />Research and implement process improvements to <br />streamline workloads and to ensure proper service <br />delivery to the public. <br />Provide quality customer service - Be accessible, <br />provide easy access to services & information; provide <br />equitable service. <br />SMILE (Say hello; Make eye contact; Identify <br />yourself; Listen; and Express thanks) <br />Ensure employees have the proper resources to <br />effectively and efficiently do their job. Provide them with <br />the means to improve service delivery levels. <br />Implement Take-In mtgs on qualified applications <br />Conduct cross-functional team reviews <br />Use of iPlan tables and Citizenserve program <br />Provide training opportunities for employees. i.e. customer service, communications, conflict <br />resolution; required building code certifications