Development Services Review. Final Report. Zucker July 2016

readily available to answer the phone. A further review of this problem revealed that many of these customers are calling and asking the same questions. Many jurisdictions have reduced the total number of these types of calls by modifying the Department’s voice mail message to include a statement that encourages customers to access the Department’s website page because it contains answers to many frequently asked questions. 22. Recommendation: The Assistant City Manager for Community Development should direct staff to modify the voice mail message on the Department’s main line to encourage callers to check the Department’s website site for answers to commonly asked questions. Most contemporary phone systems provide for a comprehensive report with counting of hang-up, calls to voice mail, etc. The city should obtain this data for a review of the Community Development Division phone system. 23. Recommendation: Prepare and analyze a report on the Community Development phone system. One of the key problems we hear from customers is the lack or return phone calls and emails on a timely basis. As part of the information age, we believe that all phone calls and emails should be returned the same day received H. T RAINING There is need for additional training in building, engineering and planning. This will be particularly important as this report is implemented and with the installation and use of TRAKiT. 25. Recommendation: Building, Engineering, and Planning should set a minimum of 2% of the Department’s personnel budget allocated for staff training and that 5% of staff time be devoted to training. W EBSITE Today, more than ever before, customers access the website of local jurisdictions to gain knowledge about the operation of their local government. Frequently customers will inquire about the availability and process to follow to obtain a specific service. I. 24. Recommendation: All phone calls and emails should be returned the same day received.

Morgan Hill, California

31

Zucker Systems