Loading...
8.2. EDSR 01-21-2020 Request for Action To Item Number Economic Development Authority 8.2 Agenda Section Meeting Date Prepared by General Business January 21, 2020 Cal Portner, City Administrator Item Description Reviewed by Business Survey Work Plan Reviewed by Action Requested Review, discuss and provide direction regarding staff-identified work plan items as a result of feedback from the business survey. Background/Discussion The EDA requested a survey of developers and businesses regarding their satisfaction with city community development services. The Elk River Area Chamber of Commerce was asked to facilitate the survey to ensure transparency and avoid potential or perceived conflict of interest. Following the completion of the survey, clarification of the responses and outcome was desired by city staff. Councilmembers/Commissioners Westgaard and Wagner volunteered to coordinate with the Chamber and their respondents to provide clearer direction. The attached matrix includes the direct responses from follow up meetings with some of the respondents. The city administrator has worked with management staff to identify possible tasks to meet the expectations/concerns of the respondents. The Authority is asked to review the information and ensure we are going in the right direction. If so, we asked they volunteer further action items they would like to see explored. The administrator will then identify and delegate tasks to be developed and discussed by the proper body. When complete, the items will be brought back to the Authority for a final report. Financial Impact N/A Attachments  Work Plan Matrix The Elk River Vision A welcoming community with revolutionary and spirited resourcefulness, exceptional service, and community engagement that encourages and inspires prosperity Action Plan Elk River Area Chamber of Commerce Focus Group Discussions July 30 & 31, 2019 The matrix below includes the items provided to the Elk River Economic Development Authority by the Elk River Area Chamber of Commerce as a follow up to a survey completed at the Authority’s request regarding business-friendly service. The original survey was sent to 135 developers, contractors, and permit holders who did business in Elk River over a five-year period. From the list of 135 permit holders, 38 responded to the original survey. Chamber and EDA representatives invited respondents to participate in focus group discussions to further clarify results of the survey and to identify concrete recommendations for implementation consideration by the elected and appointed bodies. The focus group discussions included 13 participants who provided the following information. The Concerns/Recommendations in column one were taken verbatim from the Chamber report. The items in Bold font were reported as recommendations. The remaining list of themes was grouped by type of concern. Column three identifies possible actions to be considered. Concerns/Recommendations Type of Task/Action Concern If the city really wants to be known for supporting renewable energy, they Policy Review Comprehensive Plan Update should reconsider their incentive programs to support projects that are in line -Explore programs to support goals 1 with the stated objectives in the Comprehensive plan: to be more energy -Explore ordinances that provide efficient, preserve resources, even if it means ordinance or design flexibility. flexibility to meet goals Current rebate programs are insufficient to achieve the objectives of the stated Policy Review ERMU, EDA and HRA Commission goals. Reviews 2 -Discuss programs to achieve Comp Plan Goals -Determine what is sufficient Clearly outline what is being inspected for the entire project and limit the Communication Citizenserve Software Implementation inspection to that list. New items should not pop up with every inspection Formal letters of explanation 3 Preconstruction meetings Develop inspection policy for each permit with explanation sheet for each permit to include relevant code citation Clear written instruction including citing relevant code for each infraction. Communication Citizenserve Software Implementation The remedy should be clearly defined so there is less re-work that needs to be 5 done Can there be an ombudsman or advisor type position to negotiate the maze of Budget/Position Council Budget discussion city rules on the business owner’s behalf? This person could develop Addition 6 relationships proactively with business owners and encourage a partnership mentality between owners and city staff. Use the velvet glove approach when delivering requirements for compliance. Customer Service -Customer Service Training Think of the business owners as customers. -Professional Standards Training  The business customer often does not feel their risk is appreciated or understood. Empathy does not mean bending the rules.  It is generally understood that rules are rules; it’s the attitude and approach of 7 those tasked with compliance/enforcement that makes the difference. FAQ guides  Can Compliance and Customer Service both be accomplished or balanced?  Find a way to say “yes” and not always “no”. Find a way to be more welcoming Authority/Council review/craft of in the process, even when the answer might be “no”. Can staff help to find a ordinance and policy purpose statements way to say “yes” with suggested changes in design? There is a need for balance between desire for beautification and business use of Policy Council Review/Action on city 8 property (storage, signage etc.) ordinances Education -Incorporate Pre-application meetings  Can there be a proactive approach to business development such as educating Planning and ED -Encourage Work Session Reviews builders, contractors, owners before a project is submitted? Review and update project checklists  Communications regarding process requirements for Building permits, Codes, Meet with Minneapolis planners Loan programs and Ordinances needs to be timely, consistent, clear, transparent 9 regarding their Business Navigator Office and communicated up front, before excessive money is spent. Citizenserve Software? Website Update – Opening a business in ER Communication -Public Information for CUP compliance  Communicating in person vs. sneaking around taking pictures or sending process threatening letters would be appreciated more. -Council/Authority work session  Several references to the ‘enforcement’ verbiage on the city truck were used as 10 discussion regarding legal compliance / an example of a philosophy being tilted away from personable customer service. notice requirements Re-brand nuisance code division EDA/HRA Loan processes are cumbersome. Can they be simplified and expedited? Policy EDA/HRA policy review 11 There is no substitution for product knowledge, some examples of staff not fully Training Remedial staff training 12 knowledgeable of the code, ordinance, process or loan. Additional training can help. How can the Planning and Zoning process be streamlined and given more authority Policy Council policy discussion regarding: 13 to reduce timelines? - Policy delegation - Ordinance standards - Uses and approval process - Eliminate one of two public hearing requirements. - Eliminate some permitting requirements A review of the city fee schedule is needed both by comparison cities and philosophy. Policy Council Work Session Discussion on (i.e. bldg. permit, sac/wac, utility deposits) Fees 14 Fee Comparison Study Communication Public education on city process/rules  Some perceived that the personal agenda of a staff member can influence the Education way City process is interpreted. 15 Perception Council/Authority work session on  Shouldn’t it be a collective effort, or common goal, for staff and entrepreneurs processes to build and grow the business community in Elk River together?