Horizon Centre offers a quick and economical way to understand your current development services system and then assess some opportunities for service enhancement. We use our extensive experience in the development services industry to minimize the time needed to get to solutions and next steps. Given the economic situation, we will work with you to create a plan that fits your needs and your budget. That's our commitment.
Basic Assessment Plan
Includes:
| 1. | Orient the management team and other selected staff about the assessment process and expected results. |
2.
|
Perform onsite interviews and/or focus groups with a cross-section of staff and key customers and a tour of facilities, technology, and processes. |
| 3. | Review our findings and observations and create opportunities for staff to reach consensus on the direction of improvments.
|
| 4. |
Prepare and assessment report summarizing the findings, key focus areas for improvement, and recommendations for follow-up actions. |
OPTIONAL Add-On Assessment Services
Include:
We strongly
recommend that you consider the
following add-on components that will
make your “basic” assessment process
more robust and comprehensive.
Cost-of-Service Study and Fee Analysis:
In these tough economic times, it is
important to understand and capture fees
that represent the true cost-of-service.
Experience has shown that customers will
pay reasonable fees if they represent
the actual cost of providing the service
and the fees they pay go back into
services delivery capacity.
Building a solid fee strategy and
structure prior to an eventual upturn in
the economy is crucial to a stable
financial future.
Best
Practices Comparison:
Determine how your community fares
against a list of best practice areas.
We explore the benefits of the best
practices and related how they would
benefit your development services
process.
Online
Staff Survey Process:
Get quick feedback about your staff’s
perception of your process, ideas for
improvement, and other thoughts they
would like you to consider.
Online Customer Survey Process: Get feedback directly from your recent customers relating to their experience with your process. Establish a baseline for future use with a performance measurement program. The web-based survey provides a quick snapshot of customer satisfaction and results in summary in numerous areas, including staff service, process efficiency, and other key customer expectation areas.
Elected Official Presentations: Our specialty is briefing your elected officials about the assessment of your system and processes. We provide credible overviews of customer challenges and opportunities for service enhancements. We offer elected officials an often needed third-party perspective to build credibility for a future staff improvement effort.
We Help You Design and Implement
For those
communities that already understand some
of their key issues and customer
expectations but bring solutions to
common customer complaints and system
service delivery issues. We offer
your community a state of the art
operational design solution to create a
process that is more integrated and
seamless for your customers.
Basic Operational Design Services
Includes:
| 1. |
Define integrated development services “one-stop” design basics to create a multi-faceted implementation of phone-in, walk-in and online service request workflows. |
| 2. | Establish a customer “sits in one chair” philosophy to minimize customer run-around. |
| 3. | Define a project-oriented processing approach to tailor for customer projects and expected results. |
| 4. |
Integrate project management and clearly defined staff roles and responsibilities. |
OPTIONAL Add-On Design Services
Include:
Performance Measurement Program:
Horizon Centre will help your
organization assemble a program that
measures both statistically and
subjectively how well your process
performs at the key stages. Measuring
performance is crucial in order to
understand if you are being successful
from your customer’s perspective. We
look at both “public” and “private” time
and accountability to establish
indicators that are most requested by
key customers. We give you the
background rationale for why individual
measurements are important. As a bonus,
we help you focus on 4-5 key “dashboard”
indicators for the overall system’s
performance.
Online Customer Survey Process: We obtain follow-up feedback from recent customers relating to their experience with your enhanced process. The web-based survey builds upon the baseline feedback of customer satisfaction and results in summary in numerous areas, including staff service, process efficiency, and other key customer expectation areas.
Elected Official Presentations: We continue to support your effort by briefing your elected officials about the design of your enhanced system and processes. We offer them an "gut check" about the possible future improvements.
