Progress Made. Improvements focusing on increased staffing, technology and customer service have been implemented since the completion of the management audit.
In April 2014, the City Council approved the Community Development Department (CDD) Management Audit Implementation Roadmap, which identified 224 prioritized recommendations from the Zucker Systems audit conducted in 2013. The recommendations focused on ways to improve the Department in areas such as public counter space, public noticing processes, customer service, staffing levels, and processes related to development and building projects.
One year later significant progress has been made by increasing staffing levels, focusing on technology improvements, and developing a plan to redesign the CDD public counter and user experience at City Hall. Highlights of the improvements that have occurred or are in the works include:
Increasing staffing levels and bringing CDD’s capacity back to pre-recession levels was a key recommendation of the Management Audit. It identified several key positions that would allow the department to achieve higher levels of customer satisfaction and improved levels of service. The majority of the positions including the Community Development Director, critical positions in the Planning and Building Divisions as well as areas of administrative support have been filled.
CDD staff continues to work with the Human Resources Department to recruit for additional plan check and inspector positions in Building and is developing a strategy to create a stand-alone Code Enforcement Division.
CDD has been working towards the implementation of EnerGov, an online software system that will help to streamline the permitting process for many functions within Community Development and other related departments. Many of the audit recommendations are related to the launch of this system. The EnerGov system is on target to go live this spring. With its launch, many of the technology related will also be implemented.
Public Counter Enhancements
Improving the user experience at City Hall is another significant project that was identified as a recommendation in the audit. This summer, the City will begin a redesign of the CDD public counter in the City Hall Atrium. The renovation will provide for greater customer service, improved accessibility, and an overall more positive experience when visiting Community Development. Design features include: more counter space, flexible seating and meeting room at the Counter, and a staffed Welcome Center for all members of the public visiting City Hall.
Office space is also being redesigned to accommodate the expansion of CDD and the return of the Parks and Recreation staff to City Hall. This project is in the final planning and design stages and is targeted for a late summer completion.
Please visit the City’s website for more information about the progress being made on the implementation of the Management Audit.