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…
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…