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2010 10 25 WS Minutes, SpecialMINUTES OF THE SPECIAL WORK SESSION OF THE CITY COUNCIL OF THE CITY OF BAYTOWN October 25, 2010 The City Council of the City of Baytown, Texas, met in a Special Work Session on Monday, October 25, 2010 at 4:40 P.M. in the Council Chamber of the Baytown City Hall, 2401 Market Street, Baytown, Texas with the following in attendance: Brandon Capetillo Lynn Caskey David McCartney Mercedes Renteria Terry Sain Scott Sheley Council Member Council Member Council Member Council Member Council Member Council Member Stephen DonCarlos Mayor Garrison C. Brumback City Manager Bob Leiper Deputy City Manager Kevin Troller Assistant City Manager Ignacio Ramirez City Attorney Leticia Garza City Clerk Keith Dougherty Sergeant at Arms The Council members convened a tour of the Animal Shelter at 4:40 P.M., 705 Robert Lanier, Baytown, Texas 77520. Mayor DonCarlos reconvened the October 25, 2010, City Council Special Work Session with a quorum present at 5:20 P.M. 1. DISCUSSION a. Animal Shelter Tour - Health and EMS. The City Council and staff toured the Baytown Animal Shelter renovations located at 705 Robert Lanier, Baytown, Texas 77520. The renovation was authorized as a Capital Improvement Project just before Hurricane Ike and the recovery efforts took precedence over the project which caused the delay in beginning the project. The project is now complete and includes a new customer service administrative area, a remodeled area with two rooms (one for stray cats and one for adoptable cats and other small animals), new small animal cages, new 'scaled' flooring throughout the animal care areas and remodeled work areas for the Animal Services Officers. This council supported renovation has transformed the Animal Shelter into a customer friendly animal impound and adoption Page 2 of 3 Minutes of the October 25, 2010 City Council Special Work Session facility and is another example of the efforts to fulfill the mission statement of creating a community to be proud of. b. Development Process Review Report - Administration. City Manager, Garry Brumback presented the agenda item and stated that on March 25, 2010 City Council authorized a contract with David W. Eisenlohr and the Azimuth Group to study the City's development process as it relates to the Planning and Engineering Departments. Mr. Eisenlohr made multiple visits to Baytown and met with various members of staff, Council, and the development community, in order to identify areas of improvement. Mr. Eisenlohr recommended managing customer interactions, performance & quality assurance, reports and data. Mr. Eisenlohr made the following recommendations for: Customer Interaction • Develop an upgraded, customer friendly website with automated tools to help locate specific information; • Create a frequently asked questions web page; • Allow customers to register an email list to push information; • Design and implement an employee recognition and reward program; • Create an on call role list for quick decision making; • Implement the New World application software at the earliest date; and • Dedicate resources to training activities for new technology Performance and Assure Quality • Develop and implement a program with the essential elements of: • Side by side plan reviews with supervisor and reviewer to help with consistency of codes and standards across multiple viewers; • Supervisory "post audit" of random files; • Compilation of "lesson learned" documentation of common problems; • Organization of periodic discussions with staff; • Continue the current commitment to employee trainings, etc.; and • Ensure the valid standards and measures of customer service and responsiveness are documented in employee's performance evaluation Reports and Data • Develop an activity based module of current processes; • Improve management reporting to emphasize goal achievement and performance; • Develop specific customer service standards; • Conduct a regular customer service survey and publish results internally and externally; and • Distribute the revised management report available on website and abroad 11 age 3 o 1,* 3 Minutes, of the October 25, 2010 City (Amricil Spccial Work Scssiol'i Mayor DonCarlos suggestcd having a policy regirding expedited services, I ADJOURN Mayor DonCarlos adjourned the October 25, 20l 0, City COL11161 Spccial Work Scssion at 6:20 ll.M. (r taw 3�ryt( ra 4�