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Orono City Council <br />Work Session <br />Monday, July 22, 2019 <br />Council Chambers 5:00 p.m. <br />Walsh added that we still want to be a complaint based system. He noted that the City may <br />need to address some ongoing issues. Walsh added that Council looks to staff for <br />information to figure out what is needed and what goals should be established. <br />Johnson agrees with Walsh, the main thing as a citizen is that you want to know that the City <br />is reacting to complaints. <br />Crosby mentioned that a good portion is acknowledging the complaint. Crosby added that at <br />least an attempt within 24hours should be the goal and a week to reply to our response. <br />Crosby also stated that he thought that the numbers are reasonable. Crosby would like a <br />directive sent by the City Administrator in regards to the goal for response time. <br />Johnson added that it is good to see the numbers, and that it appears we are using our <br />systems. The least amount of time staff is using is on Code enforcement. I wonder if that is <br />the resource we need to improve on since it is the smallest portion of time spent. He added if <br />the City wants to put better resources towards something than we should. <br />Barnhart mentioned that are we using our resources effectively however, we could be better. <br />Johnson would like to know what the procedure is that leads up to the numbers shown. He <br />added that he would like to know what percentage of our complaints are road related. <br />Barnhart mentioned the numbers shown are only code related. <br />2. Performance Review — Update <br />Rief gave a brief update of the performance review process and the goals for when the City <br />plans to implement it. <br />Johnson asked if Council was getting a summary of all of the reviews of each employee. <br />Rief mentioned that we don't have a system set up that can capture that at this point. Rief <br />added that he could give a general overview. <br />Walsh asked Johnson if he is looking for something more specific in regards to the Planning <br />Department. Walsh asked if an annual summary would be good. <br />3. Communication Discussion <br />Rief mentioned that a Council Member had asked if we could discuss the item further. Rief <br />