Beyond Customer Service- Exceeding Expectations

About the Program

Category: Community and Economic Development (Best in Category)

Year: 2009

In February 2008, the Senior Directors of the Growth Management and Public Works Department created an interdepartmental team consisting of supervisors from each division directly involved in the Development Review Process. The team’s mandate was to create a development review process that was more efficient and effective in delivering the best service and meeting the highest expectations of the customers (internal as well as external). The team quickly realized that the way things were done in the past was not working and major changes were needed. Over the next four months, the team completed its review of the development review process, identified the deficiencies to be addressed, and brainstormed strategies for improvement. The result was the development of a new streamlined Development Review Process that reinvented how development review is handled in Lake County.