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printable PDF files, but preferably as live forms that can be completed and submitted <br />electronically. <br />6. To the greatest extent possible with the current computer system, make information <br />available on-line so that applicants can obtain status updates as easily as possible. <br />Where the computer system falls short, establish an information base that will track <br />status of projects and provide contact information to the customer for obtaining that <br />information. The objective is to develop a system within the constraints of the current <br />computer software system, to provide substantive information to the customer on a <br />timely basis. <br />7. Post the office hours by the outside door. City hall hours are posted, which may cause <br />customers to think the office is closed when it is actually open. <br />8. Departmental staff should proactively notify the city management of customer <br />interactions that may be reasonably expected to evolve into more difficult public <br />relations situations. <br />9. Revise the Planning & Zoning Commission public hearing agenda format. The <br />following agenda sequence is proposed: <br />i. Staff Presentation <br />ii. Applicant Presentation <br />iii. Public Comments (for, against, or simply questions) <br />iv. Question and Answer <br />The current public hearing agenda format encourages the Commission to ask questions <br />before all of the information has been presented and also puts the staff in the position <br />of answering questions better answered by the applicant. The Commission should allow <br />all information to be presented in items i-iii before asking questions under item iv. Any <br />questions posed by the public during item iii should be noted by the Commission and <br />then asked by the Commission during the question and answer period. During the <br />question and answer period, questions should be directed by the Commission to either <br />the staff or applicant, depending on who is in the better position to answer the <br />particular question. <br />B. Cumbersome Processes <br />Findings <br />The cumbersome nature of the NaviLine software system appears to contribute to some of the <br />sluggishness and inconsistencies that customers experience. Ironically, if customers find the <br />6 Planning Department Review Mueller Management/Ron Cox Consulting <br />