RSS Feed Creator Pro (Unlicensed) 2 Sep 2009 15:14:48 GMT Development Processing System Experts http://www.horizoncentre.com en Finding the “right” staffer in the development and building services arena who fits not only the professional qualifications, but also the “feel” and “new attitude” you are trying to create amidst process improvements may seem like a near impossibility. The other scenario is...... 12 Sep 2009 03:16:10 GMT http://horizoncentre.com/blog/?p=346 E993D533-FCEE-4E2A-9AA1-B484D96AFC9F Making significant improvements in the development processing system is a very difficult and risky venture from the perspective of the staff members involved in the effort. Staff (and customers) are being asked to change old habits and embrace new ideas for providing information and processing permits or applications. As an individual, you could be leading an improvement team or you may be asked to participate as a contributing team member. So, how can you optimize your participation ...... 3 Sep 2009 13:58:52 GMT http://horizoncentre.com/blog/?p=37 FA146CFB-9B8B-4D51-88B5-38B0911891C6 If you have come to the conclusion that changes are needed to improve customer service in the development process, there are some key questions to think about. For example: * Based upon initial research, are you expecting the changes to the development process to be significant? * Do anticipated changes involve multiple local city or county departments or agencies? * Have previous efforts to improve the process failed or did not achieve adequate improvements to service? If the answers to any or all of these questions are “yes”, then....... 3 Sep 2009 13:56:29 GMT http://horizoncentre.com/blog/?p=113 AE794187-99AC-42AA-8330-E9B1E4F91F28 Does your organization strive to get customers involved in development services-related performance? Most communities have recognized that creating a public/private partnership for managing performance is essential for existence. Customers want you to succeed, but they have to be involved to help you. Experience has shown..... 3 Sep 2009 13:55:28 GMT http://horizoncentre.com/blog/?p=195 2223C6E5-AA6F-4A5B-B1B2-732ABB7B285B We have undertaken significant improvements to the development processing system. No matter how good a plan is to address customer service culture issues ….we found that the plan did not meet expectations. We had good intentions by having full participation by a Staff Action Team, made up on representatives from departments, to develop and move improvements forward. We also had executive management and political leadership say that change MUST come or else, however, the truth of the matter is...... 3 Sep 2009 13:53:46 GMT http://horizoncentre.com/blog/?p=247 0B84B999-0C1F-49CC-B1B2-F6133EE4A16A The “suspend disbelief” mantra is more than a catch phrase in the change process; it is the frame of mind that the management and staff must both embrace. This is difficult to achieve when the staff have experienced many changes in leadership and policy direction. When there is no real understanding of the process, it is hard to encourage staff to take the leap of faith and make small, incremental changes to move the “pea up the hill” or the change process forward. In order to get buy-in....... 3 Sep 2009 13:49:15 GMT http://horizoncentre.com/blog/?p=258 AE49D532-BABE-4EFB-AC89-F8BA4EC2782D In government, it is imperative to measure our performance. We all agree on that. However, if nothing else, it is a defensive and protection mechanism during the budget process. Usually it is not much more. I think performance measurement should be a real asset, not just a work task. So, why does it seem to be a worthless exercise in futility? Let’s examine..... 3 Sep 2009 13:11:58 GMT http://horizoncentre.com/blog/?p=211 09F32701-D3CC-47FD-8628-5E324A890B41 Development services related agencies operate in the public eye now more than ever. Elected officials, businesses, and the public alike want improved regulatory services but agencies face numerous challenges. Given that demands are high for tangible and immediate results, agency executives and managers must address how to deal with those challenges related to ...... 2 Sep 2009 17:20:36 GMT http://www.horizoncentre.com/index.html 8A36A7C2-BC93-43ED-A398-A2043C39D2E9 Your government agency may have embarked upon a journey to improve customer service in the development processing system. A number of significant changes may be anticipated, including a more co-located “one-stop” development services center, shifting to a project-oriented approach when processing applications, and an enhanced information technology and communication system. Can these changes happen? They can, but you must challenge staff and yourself to “suspend disbelief”. What is this challenge you ask? This challenge begins by looking at the basic definition of disbelief...... 2 Sep 2009 15:25:45 GMT http://horizoncentre.com/blog/?p=8 622BE39A-0A5B-4D02-A5A6-0AC078A3E282 Surveying your development and building process customers is likely one of the most important things you can embark upon in the development processing system. Customers can be brutally honest if the survey process is confidential and timely. However their feedback often provides clarity on priorities for improvements, bottleneck areas, and generally gives a snapshot about frustrations they have experienced. Yes….you also get positive feedback about what you are doing right, much more than you would expect. Remember though, customer feedback is “perception” of your services. It is up to you to relate that perception to your processing system components and separate angst from reality..... 2 Sep 2009 15:14:48 GMT http://horizoncentre.com/blog/?p=258