HomeMy WebLinkAbout2003 02 10 Regular J Upgrade a Temporary Position in the Customer Division
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021003 _Regular _1 ]osition _Upgrade
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COMMISSION AGENDA
ITEM J
CONSENT
INFORMATIONAL
PUBLIC HEARING
REGULAR X
February 10,2003
Meeting
MGR r IDEPT /J1I II-
Authorization
REQUEST: Community Development Director requesting the Commission to upgrade a
temporary position in the Customer Service Division of the Community Development
Department to a full time position to continue upgrading customer service.
PURPOSE: This agenda item is needed to continue the improvements we have realized in
customer service in the new Customer Services Division of the Community Development
Department.
CONSIDERATIONS:
Gettin2 Started:
In August 2002 we reorganized the Community Development Department moving Code
Enforcement to the Police Department and creating a "one-stop-shop" Customer Service Center
in Community Development managed by Max Epstein.
To initiate the plan we brought on a temporary person with a strong background in computer
systems, construction, and planning and zoning.
Mission:
The mission of the Customer Service Division is to act as the interface between the various
Community Development internal functions and the users, i.e., people needing information,
permits, occupational licenses, and to improve customer services by coordinating and
streamlining the process that affects the customer. For example; in one process the 49 steps
involved in issuing an occupational license was shortened to 34 steps.
021003_ Regular _J ]osition _Upgrade
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Results:
The results to date have been impressive as follows:
1. Customer Service:
. Reduced the issuance time for occupational licenses from as long as 48 hours to on
the spot issuance.
. Reduced the issuance time for orphan permits from as long as 24 hours in some cases
to on the spot issuance.
. Reduced the turn around time for variances from 90 to 45 days.
. Reduced customer service waiting time at the counter.
. Reduced customer service time for telephone responses.
2. Occupational Licenses:
. Initiated a new delinquent license collection program which reduced FY 2002
uncollected license fees from $17,470 to $6,076 or from 100% uncollected to 35%
uncollected. This was conferred with the Director of Finance. Total revenue collected
for FY 2002 for occupational licenses was $105,576.23.
3. Arbor Permittine:
. Initiated a new delinquent permit collection program which has reduced FY 2002
uncollected permits from 121 to 7 representing the collection of $6,830 in delinquent
arbor permit fees. This was conferred with the Director of Finance.
4. Outstandine Buildim! Permits:
. Initiated a new program to close out 1,900 open building permits from 1998 that had
not received final inspections resulting in 276 permits being closed out and the
collection of $925 in uncollected permit fees. This program will continue until all
permits are closed out. See Exhibit 0
5. Street Numberine:
. Assumed the duties of street numbering from Planning and re-established the City's
relationship with the County's E-911 Committee fulfilling the City's mandates for
coordination and participation on the Committee. See attached exhibit B & C on
projects completed as well as in process.
6. KJV A: Land Based management Software System
. Converted the defunct SBCCI Building Permit Tracking System to the new KIVA
System in conjunction with the IS Director. Project was completed in 30 days.
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021003_ Regular _J ]osition _ Upgrade
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.
Downloaded and all files from SBCCI to KN A. Manually recorded all permits prior
to 1997 in KN A.
Implemented the KN A tracking system which provides the database for controlling
planning, permitting, and inspection activities.
Created new, and revised old input forms needed to capture data necessary for
imputing the KJV A Tracking System.
.
.
MUNIS: Occupational License
. Standardized month in Munis to reflect Fiscal Year
. Streamlined input steps needed to render a license in Munis
. Enhancement to Munis to allow automatic calculation of penalties
. Created monthly and weekly reports to reflect payments, delinquencies, etc.
. Enhanced Munis to add additional address line to the Business License
. Revised license to provide duplicate license upon request
. Created Business License and Procedure Manual.
7. Document Imae:ine::
. Positioned the Building and Planning Departments to implement document imaging
one year ahead of schedule.
8. Work Load Data:
See attached Exhibit A enumerating work load data for the Customer Service Division
Continued Improvement:
To maintain the improvements we have made and to continue making progress it is abundantly
clear that we need to make the temporary position full time.
FUNDING:
This position will be funded from higher than anticipated permit revenues which are currently
running approximately $277,000 above budget. We will need approximately $21,000 to
complete this year.
The temporary person cost $17.60 per hour from the temp agency. The cost to the City will be
$17.13 per hour including salary and benefits. Based upon Cody and Associates analysis the
salary range for this position will be Range 22 ($25,739 - $37,322).
It is important to remember that the revenues in this type operation increase with an increase in
workload. Therefore, resources dedicated to workload need to be applied to the actual workload
as it changes. Relatedly, you have already approved making this department part of an enterprise
fund which will be done as part of the next year budget assessments.
02-10-03 Community Development Upgrade Agenda
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RECOMMENDATIONS:
It is recommend that the Commission authorize conversion of the temporary customer service
agent to a full time position and authorize $21,000 from the Building/Inspection/and Permitting
Revenues to fund the position for the balance of the year.
ATTACHMENTS:
A. Customer Service Department Work Load Data.
B. AddressfRe-Address Assignment Project Recap.
C. Recap of activities which the department has been able to undertake as a result
of having the proposed position and which need to be continued and demonstrates
the number of coordinating activities that are necessary to process customer
service request on a timely basis.
D. Recap of delinquent permits collected since the inception of the program in
September 2002 through January 2003.
E. Estimated Building and Permit revenue collection to date.
F. Job description of proposed position.
COMMISSION ACTION:
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CUSTOMER SERVICE DEPARTMENT WORK LOAD DATA
In-Comina Call Load
Totals
Oct 2002
519
Nov 2002
954
Dec 2002
1039
Dailv Correspondence USPS Fax
Occupational License 15 - 20 3-5
Permitting
Delinquent 2-3 5 -10
New Applications 2-3 1-2
Insurance/License Info 15 - 20 5 - 7
Totals: 34 - 46 14 - 24
Dailv Counter Traffic Recap
Permits
New Applications
Revisions
Certificate of Occupancy
Inspection Rejections
Completed Permit Pick-up
Occupational Licenses
New Applications
Completed License Pick-up
Other
Zoning Questions
General Directions/Questions
Water Bill Payments
Parks/Recreation
Public Works
Engineering
Code Enforcement
Totals:
25 - 30
7 - 10
1 - 2
4 - 5
20 - 30
5 - 10
5 - 10
15 - 20
1 5 - 20
20 - 25
4 - 6
4 - 6
4 - 6
4 - 6
133 - 186
Address/Re-Address Assignment Proiect Recap
ADDRESS ASSIGNMENTS
. COMMERCIAL DEVELOPMENT
Town Center Addressing
Tuskawilla Office Park Addressing
. RESIDENTIAL DEVELOPMENT
Avery Park In-Law Suite addressing research
RE-ADDRESS ASSIGMENTS
. COMMERCIAL DEVELOPMENT
SR 419 Re-Addressing
. RESIDENTIAL DEVELOPMENT
Coral Way Re-Addressing
Cherry Creek Circle Re-Addressing
911 Oak Forest Re-Addressing
. 30-Day Notice Letter mailed
. Final Notice scheduled
Completed 11/26/02
Completed 1/13/03
In-Process
Completed 12/27/02
Completed 1/14/03
Completed 1/14/03
In-Process
1/09/03
2/14/03
CUSTOMER SERVICE SUPPORT TO CITY MANAGER'S OFFICE
1. St Johns Landing subdivision
2. Tuskawilla Trace subdivision
3. Orange Avenue Addresses
UPDATED CITY PLAT MAPS
1. Avery Park subdivision
2. Parkstone Phase 4 Subdivision
3. Coral Way
4. SR 419
5. Town Center commercial development
6. Tuskawilla Office Park
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RECAP OF ACTIVITIES UNDERTAKEN BY DEPARTMENT I c I
ZONINGI PLANNING 1 9-1-1 COMPLIANCE PROJECT
ZONING DIVISION
· Addressing/Re-Addressing Issues
1. SR 419 Re-Addressing
2. Coral Way Re-Addressing
3. Town Center Addressing
4. Tuskawilla Office Park Addressing
5. Cherry Creek Circle Re-Addressing
6. Avery Park In-Law Apartment Addressing research
7. 911 Oak Forest Re-Addressing
. Projected Completion: 2/03103
· Customer Service Support to City Manager's Office
Address Research
1. St John's Landing subdivision
2. Tuskawilla Trace subdivision
3. Orange Avenue
. Updated City Plat Maps
1. Avery Park subdivision
2. Coral Way
3. Parkstone Ph 4 subdivision
4. SR 419
5. Town Center commercial development
6. Tuskawilla Office Park
Completed
Completed
Completed
Completed
Completed
In-Process
In-Process
· Established Tracking and Sign-Off Forms for Planning and Zoning Department Issues (see
sample copies attached)
PLANNING DIVISION
. Board of Adjustment
. Compiled Meeting Agendas
· Represented current Planning Coordinator at BOA meetings in his absence
. Assisted and consulted in bringing outstanding Variance Applications before City
Commission in the absence of the Planning Coordinator
. Re-established City attendance at monthly Seminole County Address Committee meetings
· Meeting attendance facilitated timely completion of:
1. SR 419 Re-Addressing
2. Coral Way Re-Addressing
3. Town Center Addressing
4. Tuskawilla Office Park Addressing
5. Cherry Creek Circle Re-Addressing
6. Avery Park In-Law Apartment Addressing research
7. 911 Oak Forest Re-Addressing
. Scheduled completion: 2/03/03
. Re-established liaison with Police and Fire Departments
1. On-site inspections
2. Encouraged Fire Department attendance at Address Committee meetings
. Working toward the establishment of consistent city-wide address/re-address numbering
schemes for both residential and commercial development
Completed
Completed
Completed
Completed
Completed
In-Process
In-Process
ARBOR DIVISION
· Created Arbor Application for City Commission presentation In-Process
· Liaison with City Attorney On-Going
Estimated Building & Permit Revenue Collection D
TYPE OF PERMIT TOTAL PERMITS CALLED TOTAL FINALED FEE PAID
SCREEN ENCLOSURE 28 22 $175.00
FENCE 166 166 $100.00
POOL / SPA 14 8 $125.00
R.O.W. 17 17
ELECTRICAL 1 1
MECHANICAL 80 23 $500.00
PLUMBING 44 39 $25.00
SHED 1 0
TOTAL 351 276 $925.00
ESTIMATED BUILDING & PERMIT REVENUE COLLECTION []]
City of Winter Springs
Building & Permitting Revenues
10/1/02-01/16/03
Note: These are the Revenues that the GSG Consultant, Skip, considered for
the Building & Permitting Fund
FY03 10101/02-01/15/03
Annual Budget Actual Revenues
Revenue Building Permits $ 545,200 $ 314,164 .
Revenue Permits - Plan Review $ 223,000 $ 136,644
Revenue Electrical Permits $ 7,000 $ 14,166..
Revenue Plumbing Permits $ 10,000 $ 28,611
Revenue. Mechanical Permits .$ 15,000. $ 17 ,225
$ 800,200 $ 510,810
64% Have earned 64% of Annual
Building & Permitting Revenue
Budget 31/2 months into fiscal
year
FY03
Budget for Period
10/01/02-01/15/03
Assuming 10/01/02-01/15/03
Straight-Line Actual Revenues
$
233,392 $.
510,810
$ 277 ,418 Running $277k ahead of schedule
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CITY OF WINTER SPRINGS
[f]
Salary Range: $ 25,739 thru 37,322
JOB DESCRIPTION
JOB TITLE:
Zoning & Permitting Application Coordinator
Pay Grade
22
DEPARTMENT:
COMMUNITY DEVELOPMENT - CUSTOMER SERVICE DIVISION
GENERAL DESCRIPTION:
COMMUNITY DEVELOPMENT~ Technical work reviewing preliminary and final plats for
addressing needs, building permits and occupational license for code compliance.
Transmitting information to internal and external customers regarding planning and zoning
issues and requirements. Liaison with all City Departments effected by planning and Zoning
issues. Work is performed under the general direction of the Customer Service Manager and
performance is reviewed through results achieved.
Interface with E911 on addressing and re-addressing projects in the City of Winter Springs to
insure compliance with E911 requirements.
Interface with IS on application issues impacting the Customer Service Division with Munis and
Kiva systems.
Subject Matter Expert on Occupational License issuance and collection of delinquent fees.
Provide monthly reports on collections of delinquent arbor fees, occupational licenses and
permits.
Technical work reviewing Application programs, program enhancements, and program
changes . . . . . . . . . Analyzing program change impact, identifying training requirements and
designing and implementing training programs for the Customer Service Department effected
ESSENTIAL JOB FUNCTIONS:
02/04/03
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Job Description
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Answers the public questions concerning land use and zoning classifications and
requirements; permitted uses, special exceptions, property location and size, variances and
subdivision of parcels utilizing legal descriptions.
1. Writes zoning and land use verification letters based on research of files and maps.
2. Reviews building permit applications and occupational licenses to ensure planning and
zoning compliance and impact fee assessment.
3. Issue and complete all addressing and re-addressing request/s and requirements and
inform affected parties as well as governmental agencies and private industry in a timely
fashion.
4. Act as a liaison for the City with the County's E 911 organization.
5. Identifies owners for public hearings conducted by the Board of Adjustment, Planning and
Zoning Board, Local Planning Agency and the City Commission.
(These essential job functions are not to be construed as a complete statement of all duties performed. Employees
will be required to perform other job related duties as required.)
MINIMUM QUALIFICATIONS:
KNOWLEDGE, SKILLS AND ABILITIES:
· Knowledge of legal descriptions as they relate to the enforcement of regulatory codes.
· Knowledge of all applicable City, County and State zoning regulations, as well as
departmental policies and procedures.
. Ability to review residential plot plans to ensure compliance with existing Planning and
Zoning code requirements and to perform basic drafting or filing assignments.
. Ability to follow oral and written instructions and to prepare accurate statements as
required.
. Ability to access, input and retrieve information from a computer
02/04/03
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Job Description
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. Ability to organize communication both orally and in writing.
EDUCATION AND EXPERIENCE:
High School Graduate or possession of an acceptable equivalency diploma supplemented by
related courses in drafting or planning, and one (1) year experience in zoning or planning
activity or an equivalent combination of related training and experience. Some college
preferred. Prior background in zoning, code enforcement and planning required. . Knowledge
of Munis and Kiva systems.
Salary will be commensurate with education, experience and background.
(A comparable amount of training, education or experience can be substituted for minimum qualifications.)
LICENSES, CERTIFICATIONS OR REGISTRATIONS:
Valid Florida Driver's License
ESSENTIAL PHYSICIAL SKILLS:
. Acceptable eyesight (with or without correction).
. Ability to communicate both orally and in writing.
. Acceptable hearing (with or without hearing aid)
. Ability to access input and retrieves information from a computer.
. Ability to organize.
. Strong project management skills
ENVIRONMENTAL CONDITIONS:
Generally works in an office environment. May be required to do site inspections.
Attendance at scheduled off-site meetings and training seminars may be necessary.
(Reasonable accommodations will be made for otherwise qualified individuals with a disability.)
NAME
TITLE
DATE
02/04/03