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Aik ELK RIVER ECONOMIC DEVELOPMENT AUTHORITY <br /> MEMORANDUM <br /> TO: ECONOMIC DEVELOPMENT AUTHORITY <br /> FROM: WILLIAM RUBIN, EXECUTIVE DIRECTO/4\K_ <br /> DATE: FEBRUARY 13, 1995 <br /> SUBJECT: NEEDS ASSESSMENT REPORT <br /> On November 15, 1994, the EDA accepted a proposal from Training <br /> Networks, Inc., to undertake a needs assessment of the City's review and <br /> permitting process. The needs assessment involved four groups of <br /> participants: <br /> 1. Confidential interviews with department heads and the City <br /> Administrator. <br /> 2. Two confidential focus groups with City support staff and <br /> • representatives from Elk River Municipal Utilities. <br /> 3. Land developers and contractors which comprised a Task Force <br /> established by the Elk River Area Chamber of Commerce. <br /> 4. Land developers and business operators that have had recent <br /> experiences with the City's review and permitting procedures. <br /> Training Networks identified five major issues (not prioritized): <br /> 1. There are two schools of thought about serving business <br /> development in Elk River. One approach seeks to provide a fair <br /> and predictable process to every client;the other approach seeks <br /> to provide personalized service to make development and <br /> business expansion in Elk River easy and attractive. The <br /> differences between these two values have not been resolved, <br /> and therefore, the differences present the potential for subtle <br /> conflict and uncertain communication. <br /> 2. While every employee strives to serve the clients to the best of <br /> their ability, there does not seem to be an articulated and <br /> consistent philosophy about "customer service" in the City staff. <br /> P.O. Box 490 • 13065 Orono Parkway • Elk River, MN 55330-1743 • (612) 441-7420 • Fax: (612) 441-7425 <br /> Equal Opportunity Housing and Equal Opportunity Employment <br />