Page 451 - Microsoft Word - FY 2022 Adopted Budget Document

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Put Technology to Work

Goal 1: Ensure Availability of Information, Programs, and City Services
Objective 3: Increase Convenience for the Customer
Project Performance Measure(s) City Service Team (Department)
PYW Enhanced Interactive Project Completion Economic Development and Capital
1.3.4 Development Process Guide Investment (Planning)
Summary:

With the changes that happened in the last few years Milestone Estimated Actual

concerning technology and COVID‐19 restrictions, all Department brainstorming Aug. 2021 Aug. 2021
permitting activity is now online. Many of our session
customers can conduct business with the City at the Seek input from development Sept. 2021
tips of their fingers and in the convenience of their customers on permitting
homes/offices. However, we still receive several process
phone calls regarding how to move through the CMO update on the Nov. 2021
permitting process. Our staff are always willing and permitting DRAFT
able to help these customers. Seek input from health Dec. 2021
services customers
Currently, we have technical bulletins and short CMO update on the health Mar. 2022
videos in different locations across our website. DRAFT
However, there still seems to be a disconnect with Seek input from contracting Apr. 2022
our customers and these resources. With the customers on inspections
Interactive Development Process Guide, we plan to CMO update on the June 2022
bring all the how‐to videos for each process together inspections DRAFT
in a very streamlined process flowchart thereby Seek input from land July 2022
making it more easily available on google searches so development customers
that our customers can get to the specific item they
CMO update on the land Sept. 2022
are looking for. We will seek input from our development DRAFT
customers and DRT concerning what would be most
Overall update to Council Oct. 2022
helpful. We will also be seeking guidance from OOC

both on which tools to utilize for the website and for
the shooting/editing of some of our how‐to videos
and interviews.

Update:
Introduced the team, discussed the goal, issues, and
end result.

Customer Service Reps discussed issues the
applicants were experiencing including not being
computer literate, not owning a computer, not
knowing where to find information as it wasn’t all in
one location, and not knowing what to do as
beginners.

We are creating a survey, which will be updated
throughout the process, to help us identify problems
and improve customer service and ease of use.

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