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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 /> WORKPLAN <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 /> Step one: Kickoff Meetings&Data Gathering Meetings: <br /> 1) Meet with the City management team and department heads to introduce <br /> Initiation study. Confirm City's overall project lead. Confirm communication protocols. <br /> Llp & <br /> Kickoff 2) Obtain budgets, staffing information, adopted fee policies, etc.to begin <br /> the project. <br /> 3) Initial meetings with individual departments: <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 /> 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 /> 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 /> 2) Discuss ground rules and assumptions for time estimates. E.g., include driving time? <br /> Include required re-checks? <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 /> 4) Identify any significant materials costs (e.g.water meters) or contractor costs. <br /> 5) Request activity reports indicating how many times each fee was charged in the last <br /> fiscal year. <br /> 6) Discuss how time estimates for any fee services not covered during the meeting will be <br /> obtained. <br /> Government Consulting Partners City of Santa Ana PW Proposal 14 <br /> Ill <br />