8.0. EDSR 08-14-2000 Item 8.
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t.ityof
lk River MEMORANDUM
TO: City Council
Economic Development Authority
FROM: Pat Klaers, City Administrator
DATE: August 14, 2000
SUBJECT: Proposal for Customer Service and Siting/Expansion
Process Plan—Anita Duckor, Duckor and Associates
Implementation of the recently completed Industrial Marketing Plan is a high
• priority for the city and the EDA. The customer service and client
siting/expansion process was highlighted by the Industrial Marketing
Committee as a key component of the overall Industrial Marketing Plan. The
attached proposal from Anita Duckor was requested in order to help city staff
understand and improve its customer service and its siting/expansion process.
The city has had numerous successes in providing quality customer service to
prospective business owners and in its siting/expansion process for new
companies. However, the city has also experienced some problems in these
areas. This process is key to the Industrial Marketing Plan being successful.
One mistake or breakdown in the process can unfortunately create long-term
hard feelings.
The proposal from Duckor and Associates is designed to help the city formalize
its site/expansion process so that city staff will have clear guidelines to follow.
We need to develop a better understanding of each other's role in the
development process and how the city can improve our working relationships
with clients. The plan from Anita is an intense, detailed work plan and I have
requested Director of Planning, Michele McPherson to be the lead staff liaison
on this project. The planning department is the common link between
economic development, finance, engineering, and the building/zoning
• departments. The planning department "receiving" the client and "handing
off' the client is at the center of the process. In fact, sometimes a new business
13065 Orono Parkway • P.O. Box 490 • Elk River, MN 55330 • TDD &Phone: (612) 441-7420 • Fax: (612)441-7425
• or developer will come to the community and not even see the economic
development department.
The benefits of improving our customer service and siting process go far
beyond economic development. Even though this is part of implementing the
Industrial Marketing Plan, I am suggesting that the cost be split 50/50
between the city and EDA. The EDA share can come out of its reserve. The
City Council share can come out of its contingency fund.
Recommendation
It is recommended that the City Council and the EDA approve the customer
service and siting/expansion process plan from Duckor and Associates, with
council funding to come from its contingency fund and EDA funding to come
from its reserves.
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8:\council\duckor.doc
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Duckor&Associates,Inc. •:10)
3141 Dean Court Phone 612. 285-1033 Duckor&Associates ;if •
Suite 804 Fax 612. 285-1044
Minneapolis,MN 55416 E mail DuckAGSD @ aol.com
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•
Pat Klaers
City Administrator
City of Elk River
13065 Orono Parkway
P.O. Box 490
Elk River, MN 55330
August 1, 2000
Dear Pat:
Subject: Proposal for City of Elk River
Customer Service and Siting/Expansion Process Plan
Duckor & Associates, Inc. is pleased to submit this proposal to develop a Customer
Service and Siting/Expansion Process Plan that builds a foundation which enhances
• customer service and improves efficiency and effectiveness of the siting/expansion
process for the City of Elk River. This proposal is organized in five parts:
• Benefits
• Purpose, Approach, Scope of Work and Methodology
• Phases I-IV: Information Gathering & Analysis, Process and Map
Development, Customer Service Design and Customer Service Plan
Development with timetables
• Deliverable
• Professional Service Fee and General Provisions
The proposal is highly interactive with you and your staff. The time schedules are
dependent on the availability of you and your staff and timely access to information.
•
Duckor&Associates,Inc. 1
A BluePrint For Your Success...For Today and Tomorrow
•
•• •
•
Duckor&Associates
4•
The City of Elk River will improve the siting/expansion process and enhance
customer relations by implementing this strategically integrated and customer-
driven Customer Service and Siting/Expansion Process Plan because it:
• Drives process improvements by customer requirements
• Eliminates non-value work
■ Aligns all business strategies, and
• Identifies clear roles and responsibilities for all process members
Duckor& Associates, Inc., is uniquely qualified to assist you in this important project
because of:
✓ In-depth process assessment and design experience
✓ Proven customer service strategy development and tactics
✓ Working knowledge of the City of Elk River and Economic Development,
and
✓ Collaboratively working with clients with high energy and enthusiasm.
• I look forward to working with you and your staff on this exciting and important
assignment.
Best regards,
czjl--vvd-,y:
Anita S. Duckor
President
Enclosures (12)
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Duckor&Associates,Inc. 2
A BluePrint For Your Success...For Today and Tomorrow