Flood Control District of Maricopa County Recommendations from the Ad Hoc Task Force convened April 29, 2014

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1 Process and Communication Subcommittee 1. To promote the Lean Management Philosophy throughout the department by conducting several facilitated Kaizen process events with customers, staff and management on specific processes that directly impact service to citizens. Invited and held a presentation on this approach by Deputy Director of ADEQ on 5/29/14. RFQ closed 6/25/14. RFQ cancelled only 2 responses received. RFP to be issued in August Contract award by Nov To implement a communication form that will help capture agreements, guidance and expectations discussed during meetings between both the participating customers and staff. 3. To improve the communication and information available to the public on the Area Drainage Master Studies/Plans (ADMS/P): a. Efforts should be made to notify all property owners in the area at the start of the study phase rather than wait until the planning phase. b. Incorporate the use of social media tools. c. Update website information every month. d. Provide an online executive summary for better understanding to the general public. e. To improve the quality of the images online. f. To post prominent public notice signage at locations with higher traffic areas to better alert those residents currently in the area and those that may be looking to purchase in the area of study. Members and staff collaborated and developed a usable template / form. Staff / Project Managers of these types of studies attended a subcommittee meeting to explain and respond to questions about the process. Staff is in full support of improving and expanding the level of notification and overall information available to the interested public. At the suggestion of a member, the FCD has now become an alliance partner with AZ Association of Community Managers (AACM). This allows for greater access to and dissemination of information to the numerous HOAs in the County. Aug a. b. c. d. e. f. in Sep Page 1 of 5

2 Process and Communication Subcommittee (continued) 4. To conduct an Annual Public Forum event. To promote open communication and feedback. To update citizens on ADMS/Ps To provide floodplain delineation information To share changes at the District initiatives, policy, regulations, fees, online tools, etc. Fall (3 rd Qtr) To institute a monthly committee meeting, the Floodplain Stakeholder Group (FSG), that will include invitations to city representatives as well as to other groups and citizens to partner on shared interests and concerns involving the District. 6. To establish an Ombudsman / Citizen Advocate position to serve as single point of contact for escalated concerns from customers being challenged by the process. 7. To set standard or policy on service expectations with staff, i.e., responsiveness, follow through and ownership. A similar type of committee was formed as the Clean Air Council at the Air Quality Department that proved very successful in working through complex and far reaching issues. A primary focus of this group will be to improve inter-jurisdictional cooperation and coordination. Key stakeholder groups are being identified. Agendas will be posted online for the meeting on the 2 nd Thursday of each month. A position description has been created and submitted to Human Resources. Members assert that this position or resource must be promoted through a variety of channels. Further, this role requires someone who is available and responsive to navigate the issues across divisions. To facilitate easier access to staff, an organizational chart with direct contact information has been also been placed on the website. A departmental memorandum was sent to all staff of the District from the new Chief Engineer outlining specific actions and expectations. This message has been further communicated in meetings with staff at all levels. Invitations sent Aug First Meeting Scheduled Sep. 11, 2014 To be implemented by July 7, 2014 Page 2 of 5

3 Process and Communication Subcommittee (continued) 8. To create a combined grading and drainage checklist for both Planning & Development Dept. Drainage Division and the Flood Control District. Checklists from other jurisdictions were reviewed. The form is to be expandable / collapsible and fillable online. A separate checklist will be developed for Sand & Gravel plans. 9. To implement a timely, effective and automated customer service survey program. Ongoing customer feedback must be monitored for trends and to help facilitate continuous process improvements. Staff is researching survey tools and integration with permitting database. 10. To establish a method of tracking customer questions, inquiries or concerns that are received by phone, mail or in person. 11. To develop a GIS tool that has greater functionality to allow users to get more data on a parcel or area rather than having to access multiple map tools. 12. To incorporate teleconferencing tools to offer another form of communication channel between customers and staff. Knowing the volume and the type of questions being raised by customers is key in focusing, framing / presenting information. By being able to track an inquiry, the response time and completeness of the information can be evaluated. Staff reviewed and selected the IssueTrak program. Three map layers have been identified: a. Floodplain Viewer (updated) b. Flood Hazard Identification Studies c. Flood Control Structures & Property A demonstration of the tool was presented on 7/24/14 and was met with approval. Continuous improvement / updates will be needed. Staff researched and selected the GoTo Meeting application. A demonstration was provided to members. The tool allows for sharing of documents and computer screens. The tool may be used for larger scale meetings as well as for individual or small group meetings. Program purchased in August. Training has begun with staff. a. b. To be available in Sep c. To be available in Nov Sep Page 3 of 5

4 Regulatory Review Subcommittee Changes to regulatory standards must be fully vetted for possible long-term impact and consequences. Members were clear that the current zero impact standard is overly restrictive. Review Committee Representatives from the cities with major river courses should to be convened in participate, as well as ARPA, research consultants, the State Land Dept. as well as a few operators. As with landfills that have lifespan type permits, evaluate if mining operations, as long as within the approved plan as determined by ongoing inspections, could benefit from this type of model. Members assert the renewal fee for Sand & Gravel permits are too high. The fee schedule is to be reviewed if the permitting model or structure remains unchanged. Members understand that any change to the Floodplain Regulations would require a text amendment(s) to proceed through the Enhanced Regulatory Outreach Program (EROP) process for further stakeholder input. 1. To form a key stakeholder review committee to explore the technically complex issues related to the Sand & Gravel review and permitting process. This group will be charged with considering: The regulatory standard as it applies to the definition of adverse impact. A lifespan permit model (similar to landfill permits). Applicable fee schedules if changes are instituted. A plan checklist for Sand & Gravel submittals. A mine closure checklist in concert with the State Mining Inspector s Reclamation Plan. 2. To redesign the District s website to improve functionality and access to information across different customer types, i.e., property owners, engineers, mining operations, companies, etc. 3. To support a more detailed study of the Agua Fria River and how the mining activity may have changed the floodplain delineation areas. a. Full redesign of website. b. The Engineering Library should be accessible online. c. To develop a searchable FAQ tool to help citizens better understand processes (use permits, changing delineations, etc.) The preliminary study performed by Fuller and submitted to both FCD and ARPA was reviewed and found to have merit for further research and analysis. a. To be completed by Jan b. c. d. by Scoping Phase to be completed by Jun Page 4 of 5

5 Regulatory Review Subcommittee (continued) 4. To develop and post online easy to understand information on the process and requirements to file an interpretation, appeal or variance. Although there is information in the regulations, it is difficult for some customers to find and understand. A simple explanation for each process with the application will better serve the citizens. Flowcharts will be incorporated to help explain the process steps. The packet of information will be available in the office as well as online. by Sep To revise the Floodplain Regulations with respect to the elevation requirement for garages. With the current Base Flood Elevation (BFE) and the Regulatory Flood Elevation (RFE), the requirement results in openings above the RFE at great expense to the owner without demonstrated benefit. The proposed change will be submitted to the AZ Dept. of Water Resources and FEMA for review and comment. Further, staff would conduct work sessions with community groups for discussion and feedback. Dependent on the outreach results, a text amendment would then be initiated to proceed through the EROP process for further stakeholder input. With State, Federal and general public concurrence, text amendment to be initiated by Mar Page 5 of 5