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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 Permrttmg process too cumbersome, slow, expensive, and ngid. <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 />. strategies. <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 />They find it difficult to respond to their customers as quickly as possible when the <br />page 5 <br />