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Kiver <br /> <br />MEMORANDUM <br /> <br />Item # 4.2. <br /> <br />TO: <br /> <br />FROM: <br /> <br />DATE: <br /> <br />SUBJECT: <br /> <br />Economic Development Authority <br />Mayor and City Council <br /> <br />Pat Klaers, City Admini~t~.~r <br />March 12, 2001 <br /> <br />Marketing Project - Customer Service Process <br /> <br />As one of the managers of the city funds I go to great lengths to ensure that we get a quality <br />product for our expenditures and that we don't overpay for anything. On the other hand, I <br />also believe that we should pay a fair amount for services that we receive. <br /> <br />We are nearing the completion of a successful work project on improving how we provide <br />customer service to our clients. The emphasis has been on economic development and how a <br />prospect/client moves through the various city departments in order to get to the final <br />product, which hopefully will be the opening of their business in a new facility. While the <br />emphasis has been on business park prospects, the benefits of understanding on how staff <br />needs to work together and how interdependent staff members are upon each other for input <br />and work in order to better serve any of our customers has been invaluable. By going through <br />this process with Dukor and Associates, Inc. as the consultants, I feel confident that we will <br />not repeat any of the mistakes that we have experienced in the past in dealing with developers <br />or clients and that we are going to be much more efficient and professional in the treatment of <br />all of our future customers. The customer service process has been a lot of work for the team <br />(Michelle McPherson, Pat Klaers, Lori Johnson, Mark Nevinski, Cathy Mehelich, Steve Rolfe, <br />Bryan Adams, and Terry Maurer) and we have invested a lot of time in and out of meetings in <br />this process but I think that in the long run the city is going to be the winner as a result of this <br />project. <br /> <br />When Anita Dukor submitted her original proposal to me for the customer service work it <br />was for $20,500 for a complete and thorough project that included 22 hours in staff team <br />meetings. After reviewing the original proposal, staff indicated that the number of hours in <br />meeting could be greatly reduced, some of the work items could be eliminated, and that staff <br />could do some of the "leg work" outside of the meetings. The approved proposal was for <br />$15,500 and included 14 hours of team meeting time. <br /> <br /> <br />