Agenda - Council - 03/08/2022 - Laserfiche WebLink

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City Administrator Ulrich replied it is about a reviewing process to seek improvement. He asked if that is generally the concept it can be word-smithed a little bit. Councilmember Musgrove asked if this would fit under this strategy. City Administrator Ulrich confirmed this, adding as they had talked about it is trying to look for efficiencies and eliminate mistakes on the tail end. Councilmember Woestehoff asked Staff, in terms of questions that Staff receive from residents are there common categories that, as a part of the website or other forms of communication that are sent out, are there common things that need to be better communicated to residents that a tactic should be clearly identified around to say they are going to focus on the top ten issues that phone calls are about. He wasn't sure what that looked like from a day to day standpoint. Communications and Events Coordinator Thorstad replied as someone that handles communication and also fills in for front end duties answering phones,there are common questions that come in. She stated that in meetings they have strategized ways that could be done by simply creating a cheat-sheet where all departments can help fill in the blanks. That it is a one-stop shop. Speaking for her department, they have to have a general knowledge of everything that is going on. She continued that they are responsible for answering the questions, the caller is passed along to the experts, but they are that first voice or representative for the City so there are ways that can be done. Councilmember Woestehoff replied his point in bringing it up in this particular section is that it overlaps with the communication side of things, and can we make it easier for people to answer their own question and not take up Staff time. Councilmember Specht commented it goes back to the most common things searched on the website, to make sure that is easily answered. City Administrator Ulrich commented that it seems like primarily the website, is the priority, to improve the website to answer the most common questions efficiently. Mayor Kuzma added navigation. Councilmember Specht replied if there are 30 questions about a thing, make that a bigger thing in the Ramsey Resident on the front page, if it is an easy answer or put it on the front page of the website to be proactive. He asked if that is the idea. Councilmember Woestehoff confirmed this. City Administrator Ulrich added that part of that is trying to use resources to identify what the most commonly asked questions are. The research system can be used. He asked for other efficiencies or cost savings that they wanted to add. City Council Special Work Session/February 15, 2022 Page 18 of 31