10.0. EDSR 09-12-1994 L Anoka-Hennepin Technical College
1355 West Highway 10,Anoka,MN 55303-1590
School District 11 -(612)427-1880.1-800-247-5588
S September 9, 1994
Bill Rubin
Economic Development Coordinator
City of Elk River
Dear Bill:
My apologies for the delay in getting this to you.
I would suggest a two phase approach to the issues around the review of the permit
process. Phase 1. is a process review and redesign one and Phase 2 would be to
design and deliver customer service training needed to support the design. A
proposal for. Phase 1 is attached. Because Phase I includes a training needs
assessment, Phase 2 costs would be for design, delivery and participant materials.
• Although it's final shape would depend on the redesigned process, I can safely tell
you thatcosts would run around $140/hour of delivered training.
Looking forward to discussing this with your group, if not today then early next
week.
Sincerel
Linda Brow g
Customized Training Consultant
• •
Minnesota t Technical College System
an Equal Opportunity Employer
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Custom Services September 9, 1994
• Anoka-Hennepin Technical College Linda Browning
PROPOSAL FOR
• CITY OF ELK RIVER
ECONOMIC DEVELOPMENT
PROCESS REDESIGN
DEVELOPMENT REVIEW AND PERMIT PROCESS
Purpose
1. To review the development permit process and to redesign the process to better
meet customer requirements.
2. To identify the communications, management and training support required to
implement the redesigned process.
• 3. To design the training required to meet the service standards of the process.
Activities
I. Document the current process.
• map the current process
• check understanding with the customer and stakeholders
• identify opportunities to improve the process: delays, redundancies, etc.
• challenge limits of the process
2. Design improved process
• find out customer requirements
• find out stakeholder requirements
• identify true limits on process
• redesign process
• test with customers and stakeholders
• • assess service training needs of staff
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3. Standardize
•
I document procedures and design forms
• communicate and train staff
• communicate and educate public
Deliverables
1. Improved process with stakeholder and customer understanding and
commitment.
2. Process documented in both written and graphic form.
3. Training and organizational support needs assessment.
4. Process for improving this and other processes.
Costs
•
Current process 24 hours $1850
Redesign 15 hours $1120
Needs assessment 12 hours $1000
(Includes: includes meetings, copying,
written reports, consultant time and
expenses.)
$3970
•
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