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<br /> <br /> <br />Government Consulting Partners City of Santa Ana PW Proposal 14 <br />During interviews, GCP solicits opinions from Santa Ana’s staff regarding areas where the master <br />fee schedule could be improved. These ideas often stem from complaints and feedback received <br />at the front counter or over the phone. This is invaluable feedback that could improve customer <br />experience and increase overall equity of the fee schedule. <br /> <br />WORKPLAN <br /> <br />The following work plan illustrates our step-by-step process and can be adjusted to meet the <br />City’s specific needs once the contract is signed and the project starts. <br /> <br />Step one: Kickoff Meetings & Data Gathering Meetings: <br /> <br />1) Meet with the City management team and department heads to introduce <br />study. Confirm City’s overall project lead. Confirm communication protocols. <br /> <br />2) Obtain budgets, staffing information, adopted fee policies, etc. to begin <br />the project. <br /> <br />3) Initial meetings with individual departments: <br /> <br />▪ Explain the fee study process and goals. <br />▪ Review the department’s fee schedule and solicit feedback for <br />improvement. <br />▪ Provide copies of regional best practice fee schedules <br />▪ Hear from staff any specific issues or challenges GCP should be aware of <br />regarding their department. <br /> <br /> <br />4. Data gathering meetings: Conduct on-site or virtual meetings with each department under <br />study. Strive to obtain 90% of time requirement data from these meetings to minimize staff <br />homework assignments. <br /> <br />1) Identify personnel (within and outside the department) typically involved with each fee <br />service and work with staff to develop reasonable time estimates. <br /> <br />2) Discuss ground rules and assumptions for time estimates. E.g., include driving time? <br />Include required re-checks? <br /> <br />3) Discuss any proposed fee structure changes. These can stem from frequent customer <br />complaints, City staff’s observations or best practice knowledge of the consultant. <br /> <br />4) Identify any significant materials costs (e.g. water meters) or contractor costs. <br /> <br />5) Request activity reports indicating how many times each fee was charged in the last <br />fiscal year. <br /> <br />6) Discuss how time estimates for any fee services not covered during the meeting will be <br />obtained. <br />  <br />  <br />City Council 30 – 48 6/4/2024