The City’s Director of Community Development, Joel Fontane, delivered a presentation at the February 27, 2017 Committee of the Whole meeting highlighting the Department’s customer focus and enhanced services. During 2016, a reorganization of the Department was enacted to improve customer services, incorporate fire prevention services with other inspection services and implement process improvements.
The City solicited feedback from the Mayor and City Council, staff, residents, businesses, and key stakeholders, including those from the development community at the City’s first Developer Roundtable last fall. The City will garner additional feedback at a Brokers Roundtable and individual meetings in March. By integrating customers into the process, the City has been successful gaining insights and making meaningful improvements.
“The City has provided a model that other communities can follow,” said Mayor Nancy R. Rotering. “We have made our process more accessible, transparent for businesses and residents in an effort to help grow our vibrant community.”
Community Development Director Joel Fontane highlighted the 2016 reorganization that included introduction of front-line supervisory roles and a Deputy Director position to assist in the implementation of the Department’s service delivery strategy, which focuses on process improvements that yield greater customer value. The Department presentation and the video presentation can be found below. The following are highlights of the Community Development process improvements that were presented:
City Manager Ghida Neukirch noted, “A number of improvements have already been implemented and more are underway in order to improve customer service. The organizational shift has fostered a culture committed to continuous improvement and high performance. We welcome feedback on the City’s processes and procedures and regularly explore opportunities to better serve the public”.