Your government agency has embarked upon a journey to improve customer service in the development processing system. A number of significant changes are anticipated, including a more co-located “one-stop” development services center, shifting to a project-oriented approach when processing applications, and an enhanced information technology and communication system. Can these changes happen? They can, but…
Making significant improvements in the development processing system is a very difficult and risky venture from the perspective of the staff members involved in the effort. Staff (and customers) are being asked to change old habits and embrace new ideas for providing information and processing permits or applications. As an individual, you could be leading an improvement team…
A City change agent’s reflection on their experience…… We have undertaken significant improvements to the development processing system. No matter how good a plan is to address customer service culture issues ….we found that the plan did not meet expectations. We had good intentions by having full participation by a Staff Action Team, made up…
Finding the “right” staffer in the development and building services arena who fits not only the professional qualifications, but also the “feel” and “new attitude” you are trying to create during process improvements may seem like a near impossibility. The other scenario is the new staffer that is trying so hard to fit in that…
Does your organization strive to get customers involved in development services-related performance improvement? Most communities have recognized that creating a public/private partnership with customers for managing services is essential for existence. Customers want you to succeed, but they have to be involved to help you. Experience has shown that creating a partnership, involving customers sincerely in…
In order to get buy-in, change must be not only attainable, but sustainable. It is easy to slip back into old habits and do what is comfortable; however, this will not help complete the change. Change must be incremental at first, so the old is not so far away, yet consistent, so small changes make…
If you have come to the conclusion that changes are needed to improve customer service in the development process, there are some key questions to think about. For example: Based upon initial research, are you expecting the changes to the development process to be significant? Do anticipated changes involve multiple local city or county departments…
Surveying your customers is likely one of the most important things you can embark upon in the development processing system. Customers can be brutally honest if the survey process is confidential and timely. However their feedback often provides clarity on priorities for improvements, bottleneck areas, and generally gives a snapshot about frustrations they have experienced. Yes….you…
Understanding the development services process as a “system” will yield opportunities for improved efficiency. The system is more than just procedures. It includes many other system “building block©” parts, such as the people side of project management, regulatory framework, information technology, physical space, and performance measurement.
In government, it is imperative to measure our performance. However, in a lot of cases, creating measurements becomes a once-a-year financial exercise or defensive tool during the budget process. Performance measurement should not only be a work task but a real asset to an organization’s vitality. Bottom line…it should be meaningful. As a leader or manager,…