TO: Mayor and Members of City Council
THRU: Douglas J. Hewett, ICMA-CM, City Manager
Telly Whitfield, PhD, ICMA-CM Candidate, Assistant City Manager
FROM: Chris Lowery, MBA, Strategic & Performance Analytics Manager
Dr. Gerald Newton, DEL, AICP, Development Services Director
DATE: 10/3/2022
RE:
Title
Development Services - Permitting & Inspections Customer Journey
end
COUNCIL DISTRICT(S):
Council District(s)
ALL
b
Relationship To Strategic Plan:
Goal 5: Financially sound City providing exemplary city services
Objective 5.2: To identify and achieve efficiencies through innovation and technology utilization, by increasing data-driven decisions and using business intelligence strategies
Goal 6: Collaborative Citizen and Business Engagement
Objective 6.2: To ensure trust and confidence in City government through transparency & high-quality customer service
As the City of Fayetteville continues to grow and thrive, the Development Services Department continues to work toward extending the positive, collective efficacy of all parts of its processes and service deliverables for its partners in development and construction activity. Development Services constantly work towards continuous improvement to provide exemplary City services with exceptional customer service. This "Customer Journey" process highlights the continuous improvement process of staff through the external review of a consultant.
Executive Summary:
The City of Fayetteville desires to be a premier customer-focused development-friendly community that sustains quality growth through an atmosphere of excellent customer service. The Development Services Department - Permitting & Inspections Division is continually improving its services to make its processes more effective, transparent, personal, and efficient. This includes the interactions with and perceptions of our customers.
The Office of Strategy and Performance Analytics (SPA) vetted many consultants to help with the r...
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