Minutes - Council Work Session - 05/18/2021 - Special

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Deputy City Administrator Gladhill confirmed that staff would develop the exact language but there is support from the Council to add that type of action item. Councilmember Musgrove commented that she would like to include some type of funding for that activity. She recognized that new development supports the creation of new parks but there would need to be a funding source for existing park improvements. Deputy City Administrator Gladhill confirmed that a funding plan would be included in that action item. He reviewed additional advisory comments received. He reviewed the customer service process improvement strategy noting that it is another item that does not have action items and could be moved to the organizational culture portion of the plan. He reviewed some additional advisory comments noting that an additional action item could be added to review existing metrics and the system to track customer/resident interaction. Councilmember Woestehoff asked the number of calls received per day from residents. Deputy City Administrator Gladhill was unsure of the number, but staff agreed that there are a lot of calls from residents. He noted that community development has received less calls since the implementation of the online permit system. Councilmember Woestehoff commented that perhaps there are additional ways to reduce the number of resident calls by increasing awareness of how residents can find the information they need. Councilmember Specht commented that perhaps a feedback space could be created on the website as well for residents to submit comments. Councilmember Musgrove suggested perhaps including a chat feature on the new website but realized that would most likely be more work for staff. City Administrator Ulrich stated that there is the ability for residents to find answers on the website and that can be tracked. He stated that a good well-designed website could answer 80 percent of people’s questions efficiently and could provide data on response times as well. Deputy City Administrator Gladhill confirmed the consensus to change that action item to introduce an interactive request feature as part of the redesign of the website. He moved to the next strategy related to enhancing sustainability and efficiency and asked for input from the Council. Councilmember Heineman asked for input on what the word “enhance” would mean. Deputy City Administrator Gladhill commented that the intention would be to do more than what the City is currently doing related to sustainability and natural environment. City Council Special Work Session / May 18, 2021 Page 11 of 19