Agenda - Council - 11/26/2013 - Laserfiche WebLink

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October 2013 was changed to "outcomes" to give Council a more general ideal of what it is staff is hoping to accomplish — what direction staff is seeking and why - and the result. All other agenda case coversheets were amended for consistency, making it easier to "copy over" a case from a Commission to Council or another Commission. It saves staff time and is less confusing for Council, Commissions, and the public. For example, in the past, some cases were brought to Council still bearing "Commission Action" in the final box. That was a result of a copy over from another Commission. With the amendment, the Board, Commission, and Council final action box will be labeled just "Action" — nonspecific. "Purpose" was added in the Background dialog box (Purpose/Background). The intent is that staff would list the purpose first, which as stated above, communicates the reason the topic is on the agenda for discussion. The "purpose" statement would be followed by the "background" of the case. Some time ago, staff added "Alternatives" in with the Observations language box and if possible, comes up with two or more alternatives for Council to consider. Staff will continue to note ideas that will maximize meeting effectiveness, and welcomes feedback and ideas. CM: Citizen Request Management The City of Ramsey purchased a software system in 2012 to help manage customer requests and questions —known as Customer Request Management (CRM). This software system allows for the City to efficiently process, track, and respond to citizen requests and questions. • CRM has been in operation for a year. Highlights include: o 692 requests made o 1,620 FAQs viewed o 15,670 CRM webpages visited Participation in State Council on Local Results and Innovation (CPM) In 2011, the State Innovation Council developed and released a standard of performance measurements for Cities; with the goal of aiding residents, taxpayers, and state & local elected officials in determining the efficacy of Cities in providing services. Cities that elect to participate in the standard measures program must implement a minimum of ten standard performance measures. Results must be provided to local residents through publication, direct mailing, and posting on a web site or through a public hearing. Cities benefit from participating from the standard measures program by receiving a reimbursement from the State in the amount of 14 cents per capita ($3,290 Ramsey). More importantly, Cities benefit by developing an annual performance measurement baseline; which can be utilized by elected officials and tax payers to make educated decisions. Lastly, Cities have the ability to view other organizations' program results; which provides the City with comparable* performance measurement data. *NOTE: All answers are not apples -to -apples. Ramsey has participated in this program for two years. 2012 results will be posted on the City's web site in the next 10 days.