For the government, it provides a method for evaluating and bettering the way we do business. Because Economic Development works directly for the manager, we're better able to work productively with our department directors in resolving any concerns. We're committed to improving customer service. The ombudsman can address business customer concerns without biases of either the business or the affected department or division. The team makes observations which clarify the circumstances surrounding a concern and then provides recommendations both to the business and the department or division in addressing the concern.
Many concerns appear to be a result of communication challenges.
In one instance, confusion over a zoning land-use definition resulted in concerns affecting the Planning Department . After working with the business customer and reviewing available information, a recommendation was made to provide business customers detailed definitions of allowable zoning land-uses as part of the rezoning process. We need to be sure that our services in Planning help to educate our consumers, as well as serving community interests in guiding appropriate development. The result of the review was a recommendation that inspection professionals advise a business customer, as well as a contractor or project manager, of all review actions and regulatory determinations during the permitting process for a project. The ombudsman role can be a difficult one in many environments because you're evaluating the way someone serves his customer.