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• The flow -charted processes were analyzed for efficiency and communication <br />improvement opportunities. <br />• Organizational, process, and communication improvements were developed. Suggestions <br />offered by the elected and appointed officials, customers and employees were <br />incorporated. <br />• The zoning and development codes were evaluated for potential recommendations to <br />improve their functionality and address concerns raised by the customer groups. <br />Implementation Recommendations: <br />Implementation of the recommendations will present many opportunities for organizational and <br />leadership development within the department and with customers. An effective method of <br />implementation is the use of task forces organized around a specific set of the recommendations. <br />Membership in the task forces should primarily consist of employees within the department, but should <br />also consist of representatives of the customer groups identified earlier. Each task force should be <br />managed by a team leader appointed by the Director. Each team leader will be responsible for <br />completing and reporting on the final implementation. <br />It is also important to reinforce the revised processes with underlying improvements in culture, trust, <br />and cohesiveness. The process improvements will not be fully successful until the underlying <br />organizational culture is redirected toward better cooperation internally and a customer focus <br />externally. A variety of tools are available designed to enhance the organizational culture. A <br />commitment by City Council and management toward this holistic approach will enhance the full <br />implementation of the improved customer service attitude. <br />Acknowledgements: <br />The consulting team wishes to thank all members of the City Council, Planning Commission, City <br />Manager's office, the Planning Department, and the customer focus group participants. We received <br />great cooperation from each person we spoke with and encountered no obstacles in obtaining the <br />information we requested. All participants were very candid in their comments and believed their <br />negative and positive comments would be used in the spirit of improvement for the department. Many <br />positive suggestions were put forth by the individuals and groups we worked with that were <br />incorporated into these recommendations. <br />The consulting team appreciates this opportunity to be of service to the city of La Porte. It is our hope <br />that these recommendations will add value to your customer's experiences and your staff's ability to <br />effectively perform their jobs. This report concludes our engagement, however, we are available to <br />provide additional assistance should you or the staff desire an additional engagement to assist with <br />implementation. <br />3 Planning Department Review Mueller Management/Ron Cox Consulting <br />