10-24-2016 Council Work Session Packet

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MEMORANDUM ITEM 3 TO: ORONO CITY COUNCIL FROM: JEREMY BARNHART, COMMUNITY DEVELOPMENT DIRECTOR SUBJECT: CUSTOMER SERVICE REPORT DATE: OCTOBER 24, 2016 As directed by the City Council in March, Staff distributed a customer service survey to gain a better understanding of our customers' reactions to our service. Staff developed an online survey through survey monkey. This survey was available through a link posted on our website from April 4th to September 6th, 2016. The survey could also be completed in paper form, available at the front desk. Additionally, a link to the survey was sent to 85 people that have corresponded via email to staff, chosen at random. The majority of these contacts were from Community Development and administration departments. These links were sent in April and in August. In the 5 months the survey was advertised, we received 41 responses (one in paper form). This level of response is not statistically significant, but may be useful in capturing a glimpse of our service from the recipient's viewpoint. The Council may elect to use a professional surveying organization for more conclusive feedback. Exhibit A to this report outlines the results of the survey, and includes the written comments received. These comments have not been edited. Building permit tracking Staff also tracked the time it took for 12 permits to work through the system. These 12 permits were chosen at random from new home permits, general building permits, and zoning permits issued between June and August, 2016. 5 new home permits, 5 general building, and 2 zoning permits were observed. New homes. Length of time to issue a new home permit ranged between 4 and 19 weeks, with 3 lasting longer than 10 weeks. Delays included waiting on a wetland delineation (3960 Bayside), waiting on a suitable driveway to be constructed (470 Orchard Park), and waiting on MCWD permits (940 North Arm). It was observed that all applications were marked as complete, but every application required some additional information. General building. Length of time to issue a general building permit ranged from 4 days to 14 weeks. Again, there seemed to be a recurrence of incomplete applications, or complete applications requiring modifications to the survey or supporting information. Zoning permits. The two zoning permits, both land alteration, were issued in 20 days.