DISCUSSION REGARDING THE ORGANIZATIONAL ASSESSMENT COMPLETED FOR THE COMMUNITY DEVELOPMENT DEPARTMENT AND THE ACTION ITEMS IDENTIFIED TO IMPROVE DEPARTMENT SERVICE City Council – February 4, 2025
Background
Function of Community Development Department
Hired consult to perform organizational assessment.
Analyze the Department’s structure and performance and provide recommendations on steps to improve customer service Report serves as a blueprint for future follow-up actions Department has, or is, implementing the Assessment’s critical recommendations
Recommendation Categories
Management and Administration
Technology Assessment
Process Improvement
Customer Outreach and Engagement
Staffing and Organizational Assessment
Management and Administration Recommendations
Communication
Training
Mission Statement
Performance Standards/Metrics
Customer Feedback
Related Actions
Enhanced Communication
Dept Meeting, Lunch n’ Learn, Friday Letter
Increased Training
Strategic Plan (March 12th)
Mission Statement/Goals
Performance Standards/Metrics
Customer Feedback
Technology Assessment Recommendations/Actions
Better leverage technology
Permitting System (iWorQ)
Customer Training
Online Appointments
Investigate AI
Staff Committee
Process Improvement Recommendations/Actions
Electronic Permitting
Application Checklists/Handouts
SOP
Evaluate Fees
Process Improvement Team
Handouts
Customer Outreach and Engagement Recommendations/Actions Customer Outreach and Engagement
Data Hub (Permit Information)
Performance Dashboard
Update Customers
Reorganize Permitting Counter/Signage
Staffing and Organizational Recommendations/Actions
Permit Center Supervisor
Third Plan Check Engineer
Building and Safety Analyst
iWorQ Permitting System
Public Portal
Map
Key Points
Department Strategic Plan – Mission/Goals
Defined performance standards, metrics and expectations Have a system that allows us to track applications, measure performance and make adjustments Make the process clearer and more transparent for the community Culture of communication, collaboration, and exceptional customer service!