Leading/Responding to Development Streamlining Initiatives
Thursday, October 18, 2018
3:45 p.m. - 5:15 p.m. CDT
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Planning agencies face significant challenges. Constrained tax revenues force many agencies to operate on tighter budgets with smaller staffs. Knowledgeable and experienced people are retiring. At the same time, planning agencies are called upon to provide more-responsive service, better collaboration with customers, increased transparency to the general public, and greater efforts to improve customer satisfaction. Today’s citizens and stakeholders demand fast, accurate, and consistent answers from government agencies—and they will clearly express their dissatisfaction if those expectations are not met. Customers now expect to be able to deal with agencies across a multitude of communications channels, including phone, e-mail, the Web, mobile devices, social media, and brick-and-mortar offices. Every planning supervisor should be focused on improving performance: knowing the details of what services you provide, how often, their cost, and ways to streamline the work. If you’re not focused on this, someone else will be. Sometimes it’s a mayor or city manager who gets the customer service initiative going. In those “top down” instances, planners need all their resiliency skills to maintain a positive attitude towards the analysis and recommendations whether they come from a city auditor or a consultant. Learn from professional is small, medium, and large cities how to benefit from a customer focused study of their operations and what lessons they learned. Hear some of the best practices for what you can do to improve customer service when you return to your agency.
1. Learn best practices for best practices improvements to customer service.
2. Understand the dynamics which motivate a community’s elected leaders to press for development streamlining.
3. Learn positive ways to respond to the challenges of external recommendations for changing the way you work with customers.
Barbara Holly, firstname.lastname@example.org