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MEMORANDUM <br />TO: ORONO CITY COUNCIL <br />FROM: JEREMY BARNHART, COMMUNITY DEVELOPMENT DIRECTOR <br />SUBJECT: CUSTOMER SERVICE REVIEW <br />DATE: FEBRUARY 22, 2016 <br />Staff is continually seeking opportunities to improve the customer experience. Generally, customer <br />service suffers when a person's expectations of a transaction do not match what occurs. <br />Many things impact this experience including responsiveness and attitude at the counter, as well as how <br />efficiently and accurately questions are answered (questions both asked and anticipated). It also <br />includes the time involved in getting a permit or license, and the processes or number of steps for the <br />customer to receive those permits and licenses. <br />Over the next several months, staff will be initiating a review of our customer service process by <br />following certain projects through the process and interviewing permit recipients post process to gain an <br />understanding of instances where expectations did not match reality, and to identify patterns where <br />attention should be focused. This review will be conducted using actual applicants where possible, and <br />may include a pseudo task force of applicants to meet and discuss options and opportunities. <br />Since the variance process is a significant component to our building permit review process, Staff is also <br />tracking variances to identify opportunities for code amendments where appropriate to further the <br />customer service goal. <br />