02-18-13 Special Meeting of La Porte City Council

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improved processes and procedures will not have full effect unless the organizational culture of the department is addressed and aligned with the City's overall goals. Recommendations 1. Discern a consensus between City Council and management regarding the desired customer service philosophy for the Planning Department. i. The City Council and staff should work together to discuss and develop the economic development philosophy of the City. The result of this discussion should provide staff with better guidance on what development projects are/are not acceptable in the community. This gives better guidance to staff when approached for zoning changes and other development considerations. ii. The City Manager, Planning Director, and City Council should discuss and establish an understanding regarding the degree to which City Council desires staff to interpret codes in favor of customer perspectives and expediting projects. This discussion should give definition to providing "common sense" answers to customers without being too technical, or too liberal with their interpretations. The result of this discussion should encourage staff to make better judgment calls with the security to know they will be supported by the City Council. iii. City Council should establish for themselves guidelines for appropriate Council responses to citizen complaints/concerns. iv. The City Manager and City Council should discuss and agree upon the appropriate channel and method for communicating complaints/concerns including whether or not City Council should coordinate through the City Manager or directly with department employees. These protocols should reduce the feeling by staff they are in a constant state of defense, avoiding the "gotcha" syndrome some feel is present. v. The City Manager, Planning Director and City Council should discuss and come to an understanding regarding the preparation, presentation and process of amendments to the various codes and ordinances (staff has been told by previous councils it is not their job to bring proposed amendments). This should assist the staff in knowing when and how to present needed amendments to meet changes in state law, changes in process and changes in local environment to enhance customer service. vi. Staff should develop meaningful communication opportunities regarding the successes and challenges within the department to enhance City Council's trust that staff is timely and sensibly responding to City Council and customer inquiries. 16 Planning Department Review Mueller Management/Ron Cox Consulting