Phase I Conclusion Report

PHASE I UPDATE REPORT - February 18, 2014

Primary Highlights Open Dialog. The Phase I process has enabled the “downtown” portion of Kandiyohi County to engage in an open dialog regarding the enhancement of customer service across departments. Long term, this improved level of communication will help in cooperating to solve mutual issues and lessen differences in departmental work cultures.

Customer Service. Construction of a new Department of Motor Vehicles location has resulted in a better customer service experience through a more easily accessed location.

Customer service will also be improved through the creation of a Central Reception Area, staffed by two employees, which will help provide a common face for customer service downtown. The new reception area will provide assistance and information to individuals entering the building.

Joint Work Location. Rather than having departments located on separate floors in various locations, four Phase I departments (Assessor, Auditor/Treasurer, Environmental Services, and Recorder) will be located a common location for the provision of unified customer service.

Scheduled for completion on June 1, 2014, the combined location will feature a public computer area for accessing County records, an area for accessing Assessor’s office records, and meeting rooms for employees to meet with the public. By combining locations, Kandiyohi County will be able to consider future leasing opportunities for the lower portion of the building, while preserving records storage and downstairs meeting areas.

The joint location was designed to create an open feel with natural lighting and clear sight lines, while creating a secure work environment by separating public areas from employee work spaces. Other features include an enhanced voter services area, ease of access to Environmental Services, and aisles between department employees, which will enable continued collaboration within departments.

Other Activities Potential Return of Passport Service. The renewal of passport services in Kandiyohi County was actively reviewed during the Phase I process. Due to newly enacted Federal requirements, the potential processing of passports is limited to departments, which do not handle vitals, such as birth certificates or driver’s licenses. This change has also resulted in other governments no longer offering the service and as a result, a renewal of the service in Kandiyohi County may result in an increased number of applications. With these factors in mind, staff will continue to pursue various options for renewing passport services within the remodeled offices. Improved GIS Service. Kandiyohi County’s IT staff has been working on upgrading the County’s GIS (Geographic Information System) service. The upgrade will enable better mapping capabilities by staff and improved public access. Once the new software is operational, IT staff will begin training staff, in order to take full advantage of the software’s potential.

Digital Conversion of Tract Books. In the near future, Kandiyohi County will complete the digital conversion of its tract books. This change will enable improved records storage and access.

Single Payments for Transactions. As part of the goal to improve customer service, Kandiyohi County staff will be looking at improved processes which will enable customers to provide a single payment for transactions that cross departments. The first two departments that will work on this enhanced coordination will be the Auditor/Treasurer and Recorder.

Remodeling Introduction Shortly after staff has moved into their new locations, Kandiyohi County will hold a “Friends and Family” style event to help familiarize individuals who frequently utilize the downtown offices regarding the new setup and departmental locations.

Summary With the downtown remodeling and employee workstation relocation, over the next few months, Kandiyohi County can look forward to continued results from this multi-year initiative to improve customer service through greater cooperation and communication between departments.