Agmt23 Matrix Consulting Group, LTD

Browse Search

REV: 03-10-23 JB (2) Assess Internal and External Stakeholder Satisfaction with the Services Provided by Engineering, Transportation, and Planning Staff. To ensure that the Consultant has a good understanding of the customer’s perspective of services provided by Engineering, Transportation, and Planning, the Consultant will complete internal and external outreach. For internal customers the Consultant will interview various individuals who interact on a regular basis with the two divisions. This outreach will include a combination of individual and team interviews with other City staff. For external customer outreach, Consultant will conduct both a stakeholder survey and focus group meeting with prior customers. These efforts will be designed to understand the key concerns that are impacting satisfaction levels. This effort will also be utilized to identify suggestions from customers for improvement opportunities. The online survey will be distributed to prior customers from the last three years. The survey will cover various issues including: • Clarity and understanding of the City’s development processes and requirements. • Consistency of the process, reviews, timeliness, and approach of the City. • Level and quality of services provided by the City. • Overall commitment of the organization to exceptional customer service. • Adequacy of resources available to employees. • Areas of inefficiency or difficulty in processing applications, requesting inspections, or resolution issues with the City. • Services, service levels or technologies desired by customers. In addition to the online survey, the Consultant will conduct three focus groups with prior customers to elicit more detailed and specific information. Each focus group will consist of individuals who have recently conducted business with the City and will be selected from prior recent clients who have interacted with the Engineering, Transportation, and Planning functions. Task Deliverable: Summary of internal and external customer feedback from interviews, surveys, and focus group meetings identifying key trends and issues. (3) Analysis of Staff’s Time Associated With Cost Recovery Vs. Other Budget Types. Based on understanding of staff roles and responsibilities, the Consultant will review the existing cost recovery, flat fee, and CIP workload to determine the appropriate split of time for staff to be funded through reimbursements, capital projects, flat fee revenue, or ATTY/AGR.2023.044/MATRIX CONSULTING GROUP (Matrix Org Study for Planning & Engineering) (Page 13 of 19)