Local talent need not apply. Process improvement starts at home.

There are six-sigma consultants in Dayton. There are customer service trainers in Dayton, we have a city full of very capable business people. Clay Matile runs a center, Aileron, that trains organizations to be competitive right here in Dayton. So why does the City Commission hire people from California to “review” the process- instead of hiring someone from Dayton to improve it?

The Dayton City Commission today, March 11, authorized a review of the city’s building permit and inspection process to provide better customer service.

The analysis by the Matrix Consulting Group will cost $60,000.

The company will spend four months reviewing the process used at Dayton’s One Stop Center to issue building and inspection permits.

The goal is to identify ways to accelerate the process and make it more user-friendly.

City commissioners Joey Williams and Nan Whaley will co-chair a committee of public and private sector partners to review the final recommendations.

“We are constantly trying to improve the way we interact with our business partners,” Williams said. “Based upon the feedback we have received, this review is warranted.”

Matrix is headquartered in Palo Alto, California and has branch offices in the St. Louis, Dallas, Washington, D.C, Fort Lauderdale and Boston areas.

via Dayton to review permit, inspection service.

Of course, Commissioners Williams and Whaley are now going to be at the forefront of all kinds of initiatives since they are facing an election in the fall. Anyone who has dealt with the permit and inspection process in the City of Dayton in the last 25 years will tell you it’s not user friendly.

If the City had a single Citizen/Customer Relationship Management system in place, the flaws in our processes would have been identified long ago.

While it’s laudable that the Commissioners want to get involved, this kind of meddling in the day-to-day operations of the City are the responsibility of the City Manager and his staff. If the Commission was working properly, as a board of directors, the objectives would be set for the City Manager and his process for solving the problems would be reviewed.

Unfortunately, our current Commissioners have decided to spend $60,000 of our Dayton tax dollars on high priced consultants from out of town to tell us that too.

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