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Agenda 04/09/2013 Item #11D 4/9/2013 11 .D. • EXECUTIVE SUMMARY Recommendation to authorize the conversion of twelve permitting and inspection job bank positions to full time equivalent positions for Fund 113, five plan review and inspection job bank positions to full time equivalent positions for Fund 131, and one new full time equivalent position for Fund 113. OBJECTIVE: That the Board of County Commissioners (Board) authorizes the conversion of job bank positions to full time equivalent positions, and the addition of one full time position, in order to maintain and improve current Fund 113 and Fund 131 service levels without any fee increases or additional fees. CONSIDERATION: The Growth Management Division (GMD), Planning and Regulation is at a pivot point in terms of continuing to develop a business-friendly regulatory environment that places customer service and measurable expectations to the forefront of deliverables and operations. The County Manager continues to mandate that developing a business friendly environment should be a top priority for his management team. In response, we are working on the following initiatives: • forecasting demand to balance with resources while ensuring that current performance measures are not impacted; • funding a training and licensing incentive program that allows both full time and job bank associates to acquire multiple licenses to serve a broader range of clients; • hosting training courses that allow for licensed contractors and staff to learn and earn continuing education credits together; • no longer developing administrative policies and procedures within a silo environment, but instead with our industry partners, keeping their clients and the intent of the code always in mind without sacrificing quality and safety; and • enhancing the clients experience through encouraging feedback and providing digital options, with a focus on delivering reliable services within expected time frames. (customer survey attached) The success of the above initiatives has been facilitated by the County Manager's support to continue to improve upon a business friendly environment through the approval to hire up to thirty job bank associates within the FY2013 GMD budget, a 150% increase over FY2012. Since that time,job bank associates have been hired and trained to perform those assigned duties that our clients demand alongside other GMD full time equivalent (FTE) associates. Training continues to be ongoing and this staffs breadth of knowledge and capabilities continue to expand. Market conditions for development have continued to improve year-over-year, and GMD staff has been successful minimizing unnecessary operational overhead and addressing debt obligations. It is anticipated that current activity levels constitute a new base line for business and client expectations that require FTE levels to be revisited. Future years show a continued upward trend that would be able to be sustained by converting certain job bank associates into Packet Page-232- 4/9/2013 11 .D. FTEs, with an allowance of hiring up to ten percent of the total Fund 113 and Fund 131 FTE count as job bank associates and maintaining the contract with NOVA, the County's current plans review and inspections staff augmentation contractor. The following conversions are being sought within the funds listed: • Twelve Fund 113 job bank associates. • Five Fund 131 job bank associates. • Creation of one GMD Technology Systems Operations Manager FTE within Fund 113 to provide system oversight to assigned GMD business system applications. o Assignments to any business application that is outside of the Fund 113 responsibilities shall be funded by that benefiting fund and cost center through an intergovernmental transfer of funds back to Fund 113. FISCAL IMPACT: Funding for the conversion of these positions and the creation of the Technology Systems Operations Manager position was not incorporated within the approved FY13 budget. Costs are estimated to be $119,401 in Fund 113 and $55,198 in Fund 131 for the remainder of FY13. No additional increase in fees are required to fund these positions as there are sufficient funds within the Fund 113 and Fund 131 reserves to support these full time positions. If the positions are approved, a budget amendment moving funds from reserves in Fund 113 and Fund 131 into their respective payroll budgets will be required. Staff will continue to track market conditions and in the short term, augment additional staffing requirements with job bank associates and the County's approved plans review and inspections staffing vendor. GROWTH MANAGEMENT IMPACT: The conversion of these job bank associates to FTE associates will have a positive impact on staff's ability to continue and improve already established plans review and inspections performance measures. LEGAL CONSIDERATION: This item has been reviewed by the County Attorney, raises no legal issues, and requires majority vote for approval. -JAK RECOMMENDATION: That the Board of County Commissioners; approve the request for the conversion of twelve Fund 113 and five Fund 131 job bank associates to full time equivalent associates and one new GMD Technology Systems Operations Manager full time equivalent within fund 113 and; authorizes the appropriate budget amendments in FY 2013 and directs the County Manager or his designee to adjust the proposed FY 2014 budget accordingly. Prepared by: James C. French, MBA, CFM,Director Operations and Regulatory Management Growth Management Division/Planning and Regulation Attachments: 1)Job Bank Conversion PowerPoint 2) Customer Satisfaction Letter 3) Customer Satisfaction Survey's (2) 4)Budget Amendments (2) Packet Page-233- 4/9/2013 11 .D. COLLIER COUNTY Board of County Commissioners Item Number: 11.11.D. Item Summary: Recommendation to authorize the conversion of twelve permitting and inspection job bank positions to full time equivalent positions for Fund 113, five plan review and inspection job bank positions to full time equivalent positions for Fund 131, and one new full time equivalent position for Fund 113. (Nick Casalanguida, Growth Management Administrator) Meeting Date: 4/9/2013 Prepared By Name: PuigJudy Title: Operations Analyst, GMD P&R 4/2/2013 1:09:35 PM Submitted by Title: Manager-CDES Operations,Operations&Regulatory Name: FrenchJames 4/2/2013 1:09:36 PM Approved By Name: PuigJudy Title: Operations Analyst, GMD P&R Date: 4/2/2013 1:35:13 PM Name: MarcellaJeanne Title: Executive Secretary,Transportation Planning Date:4/2/2013 1:44:11 PM Name: KlatzkowJeff Title: County Attorney Date:4/3/2013 9:30:54 AM Name: FinnEd Title: Senior Budget Analyst, OMB Packet Page-234- 4/9/2013 11 .D. Date: 4/3/2013 2:00:31 PM Name: KlatzkowJeff Title: County Attorney Date: 4/3/2013 2:50:31 PM Name: OchsLeo Title: County Manager Date: 4/3/2013 3:02:53 PM Packet Page-235- 4/9/2013 11 .D. 0 look zz,„ (.0 3 (1) CD oak 0 u � `cak r z � tf r k� T'e ty', il r� 4s fi ! el, Y� � 3 Packet Page-236- 4/9/2013 11.D. CA . f243 , c...1 Ai, P 0 Si Cn 1-1 O 0-1 ,...... 4 w CD y .-ci 0k A.) ^ . 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CI -ter County Growth Management Division Office of the Administrator Operations& Regulatory Management 2800 North Horseshoe Drive Naples, Florida 34104 Subject: Customer Satisfaction Survey Dear Valued Customer, At Collier County Growth Management, we are committed to customer satisfaction and providing efficient service. In order to accomplish this, we need to know how we are doing and how we can improve. Whether you are a frequent user of our services or a first-timer, it is important to know if we are meeting your needs. Are we listening to you? Are we courteous and professional? Are we efficient? We want your input to keep us informed and to improve our services. The attached Customer Satisfaction Survey asks these questions. Of course, your participation is entirely voluntary. Feel free to express your comments and if you choose to provide your name it will in no way affect our services to you. Please return the completed survey in the enclosed postage-paid envelope. Any questions may be directed to our Customer Service Representative at, GMDcustomerservice @colliergov.net. Thank you for helping us serve you! Very my yours, Nick Casalanguida Administrator Growth Management Division rot Growth Management division • 2800 North Horseshoe Diive • Naples, Florida 34104 • 239-252-2400 Packet Page-258- 4/9/2013 11.D. Planning and Zoning Department Customer Satisfaction Survey Which of the following best describes you? O Developer ❑ Architect ❑ Planner ❑ Engineer ❑ Owner/Builder ❑ Other: How many projects have you brought to the GMD in the past year? ❑ 0 ❑ 1-5 ❑ 6-10 ❑ More than 10 Please indicate the type of petition most recently brought to GMD: On a scale of 1-5,please rate the quality of service provided by our staff based on the following: 5=Outstanding 4=Good 3=Fair 2=Needs Improvement 1=Unsatisfactory 5 4 3 2 1 Professional 0 0 ❑ ❑ ❑ • Courteous ❑ 0 ❑ 0 ❑ Knowledgeable ❑ 0 0 0 ❑ Clear Communication 0 0 ❑ ❑ ❑ Fair&Objective ❑ ❑ 0 ❑ ❑ Understood Desired Expectations ❑ 0 0 ❑ 0 Thoroughly Explained Application 0 0 ❑ 0 ❑ Submittal Requirements Returned Calls/Emails Promptly ❑ 0 ❑ ❑ ❑ Made Process Understandable ❑ ❑ 0 ❑ 0 For the following departments please answer the questions regarding their review. If any of the following departments did not participate in your review,please leave that section blank. Transportation Were your review cycles completed when promised? ❑ No 0 Yes If no,what was their reasoning: Were your questions during the review process addressed sufficiently? O No 0 Yes Were phone calls or emails returned in a timely manner? ❑ No 0 Yes Environmental Were your review cycles completed when promised? ❑ No ❑ Yes If no,what was their reasoning: Were your questions during the review process addressed sufficiently? ❑ No 0 Yes Were phone calls or emails returned in a timely manner? O No ❑ Yes Growth Management Division • 2800 North Horseshoe Drive • Naples, Florida 34104 • 234-252-2400 Packet Page-259- 4/9/2013 11 .D. Planning and Zoning Department Customer Satisfaction Survey Utilities Were your review cycles completed when promised? ❑ No ❑ Yes If no,what was their reasoning: Were your questions during the review process addressed sufficiently? ❑ No 0 Yes Were phone calls or emails returned in a timely manner? ❑ No 0 Yes Engineering Were your review cycles completed when promised? ❑ No ❑ Yes If no,what was their reasoning: Were your questions during the review process addressed sufficiently? ❑ No 0 Yes Were phone calls or emails returned in a timely manner? ❑ No ❑ Yes Architectural Were your review cycles completed when promised? ❑ No ❑ Yes If no,what was their reasoning: Were your questions during the review process addressed sufficiently? ❑ No ❑ Yes Were phone calls or emails returned in a timely manner? ❑ No ❑ Yes Landscape Were your review cycles completed when promised? ❑ No 0 Yes If no,what was their reasoning: Were your questions during the review process addressed sufficiently? ❑ No ❑ Yes Were phone calls or emails returned in a timely manner? ❑ No ❑ Yes Additional Comments: Thank you for taking the time to participate in our Customer Satisfaction Survey. If you would like to be contacted to discuss our customer service, please provide the following: Name: Email: Phone: Address: City: State: Zip: Growth llanagement Division • 2800 North Horseshoe Drive • Naples, Florida 34104 • 239-252-2400 Packet Page-260-