09-15-2015 City Council Study Session Packet
City of Grand Island
Tuesday, September 15, 2015
Study Session Packet
City Council:
Linna Dee Donaldson
Michelle Fitzke
Chuck Haase
Julie Hehnke
Jeremy Jones
Vaughn Minton
Mitchell Nickerson
Mike Paulick
Roger Steele
Mark Stelk
Mayor:
Jeremy L. Jensen
City Administrator:
Marlan Ferguson
City Clerk:
RaNae Edwards
7:00 PM
Council Chambers - City Hall
100 East 1st Street
Grand Island Study Session - 9/15/2015 Page 1 / 30
City of Grand Island Tuesday, September 15, 2015
Call to Order
This is an open meeting of the Grand Island City Council. The City of Grand Island abides by the Open
Meetings Act in conducting business. A copy of the Open Meetings Act is displayed in the back of this room
as required by state law.
The City Council may vote to go into Closed Session on any agenda item as allowed by state law.
Invocation
Pledge of Allegiance
Roll Call
A - SUBMITTAL OF REQUESTS FOR FUTURE ITEMS
Individuals who have appropriate items for City Council consideration should complete the Request for
Future Agenda Items form located at the Information Booth. If the issue can be handled administratively
without Council action, notification will be provided. If the item is scheduled for a meeting or study
session, notification of the date will be given.
B - RESERVE TIME TO SPEAK ON AGENDA ITEMS
This is an opportunity for individuals wishing to provide input on any of tonight's agenda items to reserve
time to speak. Please come forward, state your name and address, and the Agenda topic on which you will
be speaking.
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City of Grand Island
Tuesday, September 15, 2015
Study Session
Item -1
Presentation on Utility Customer Service Center
Staff Contact: Tim Luchsinger, William Clingman
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Council Agenda Memo
From:Tim Luchsinger, Utilities Director
William Clingman, Interim Finance Director
Meeting:September 15, 2015
Subject:Presentation on Utility Customer Service Center
Presenter(s):William Clingman, Interim Finance Director
Craig Lewis, Building Director
Tim Luchsinger, Utilities Director
Aaron Schmid, Human Resources Director
Background
Over the last several years the number of customers who pay their bill in person has
increased. The layout of City Hall is inadequate to accommodate this increase. Also,
there has been a need for additional space within City Hall for some time now too.
Several solutions have been discussed regarding space issues at City Hall and potential
changes were referred to as the “Domino” effect within City Hall.
Discussion
Moving the customer service group, which services Utility customers, to another location
will serve to improve the service level that customers receive when paying their bill in
person. This is currently done at City Hall and City Hall presents numerous challenges
that a new location would resolve. The primary challenges are parking, interior
congestion and privacy. At one time City Hall also offered a drive thru window and it
was utilized; however, the drive-thru presented problems of its own. Increased traffic
presented hazards to pedestrians, the line of cars could cause backups onto 1st street that
would create traffic hazards and location was not ideal for City employees who took
payments at the window. The move to another location will help to better serve
customers.
The move of the customer service group out of City Hall will also free up some much
needed space. This move would allow IT to expand their current space, HR to create
privacy within their space and it would right size the space for the Finance department.
Conclusion
This item is presented to the City Council in a Study Session to allow for any questions to
be answered and to create a greater understanding of the issue at hand.
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9-15-15Utility Customer Service CenterGrand IslandStudy Session - 9/15/2015Page 5 / 30
SurveyGrand IslandStudy Session - 9/15/2015Page 6 / 30
In surveying 500+ customers:49% want to pay with cash85% would like a drive-thru27% would like more privacy70% want more parking67% would like a separate facilitySurvey SummaryGrand IslandStudy Session - 9/15/2015Page 7 / 30
Grand IslandStudy Session - 9/15/2015Page 8 / 30
Grand IslandStudy Session - 9/15/2015Page 9 / 30
HistoryGrand IslandStudy Session - 9/15/2015Page 10 / 30
Department Domino’sBuilding at 1stand SycamoreSpace in the Utility 1306 W. 3rdBuildingHistoryGrand IslandStudy Session - 9/15/2015Page 11 / 30
Utility Customer Service Center1306 W. 3rdStreetGrand IslandStudy Session - 9/15/2015Page 12 / 30
Engineering Division BuildingUnused spaceSignificant parking1306 W. 3rdStreetGrand IslandStudy Session - 9/15/2015Page 13 / 30
1306 W. 3rdStreet – Exterior PlanGrand IslandStudy Session - 9/15/2015Page 14 / 30
1306 W. 3rdStreet – Interior FloorplanGrand IslandStudy Session - 9/15/2015Page 15 / 30
City HallGrand IslandStudy Session - 9/15/2015Page 16 / 30
Increased space for Information Technology (IT)Improved space for Human Resources (HR)Right sized space for FinanceCity Hall ImprovementGrand IslandStudy Session - 9/15/2015Page 17 / 30
City Hall – Proposed Interior FloorplanGrand IslandStudy Session - 9/15/2015Page 18 / 30
Questions?Grand IslandStudy Session - 9/15/2015Page 19 / 30
CUSTOMER
SERVICE
SURVEY
RESULTS FROM
JULY 2015
Grand Island Study Session - 9/15/2015 Page 20 / 30
Yes No
515 0
Are you a current electric, water or sewer customer with the City of Grand Island?
Question 1
100%
0%
Yes
No
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Always Sometimes
This is my
1st time
383 99 33
How frequently do you come to City Hall to pay your bill?
Question 2
74%
19%
7%
Always
Sometimes
This is my 1st time
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Cash Check/Money
Order
Credit/Debit
Card
254 129 132
Question 3
What method of payment do you most often use when paying your Utility bill?
49%
25%
26%
Cash
Check/Money Order
Credit/Debit Card
Grand Island Study Session - 9/15/2015 Page 23 / 30
This is my 1st
time, so I don't
know
Less than 5
minutes
More than 5
minutes, but less
than 30 minutes
Greater than 30
minutes
49 329 135 2
Question 4
When paying your bill how long do you typically wait in line?
9.51%
63.88%
26.21%
0.39%
This is my 1st time, so I don't
know
Less than 5 minutes
More than 5 minutes, but less
than 30 minutes
Greater than 30 minutes
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Meets my needs Not great, but I have
no complaints
Current location
could be improved
Current location does
not meet my needs
and a new location is
needed
373 75 50 17
Question 5
How well do you think City Hall is designed to serve Utility customers?
72.43%
14.56%
9.71%
3.30%
Meets my needs
Not great, but I have no complaints
Current location could be improved
Current location does not meet my
needs and a new location is needed
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Yes No
439 76
Question 6
If a staffed drive‐thru service for making payments was offered, would you utilize it?
85.24%
14.76%
Yes
No
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Yes No
127 388
Question 7
Have you ever had to discuss an issue in person with customer service staff or a supervisor?
24.66%
75.34%
Yes
No
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Yes
No, because
there is a lack of
privacy
No, because it
was very noisy
No, I prefer to
call customer
service
No, because I
had to wait too
long
95 23 2 9 8
Question 8
Did you feel comfortable discussing your issue with customer service (check all that apply)
73.64%
17.83%
1.55%
6.98%
Yes
No, because there is a lack of
privacy
No, because it was very noisy
No, I prefer to call customer
service
Grand Island Study Session - 9/15/2015 Page 28 / 30
Yes No
157 358
Question 9
Do you feel that City Hall has enough parking?
30.49%
69.51%
Yes
No
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Yes No, I am happy with
how things are
No, but something
else is needed
341 144 24
More room for customer service
Question 10
Do you believe a separate facility with more parking, more room inside for making payments, a staffed drive‐thru for making payments
and a separate, private, customer service area would better serve you while paying your bill in person?
Other needed items listed on surveys for Question 10
Walk‐up window
Increased parking (numerous comments regarding this)
Increased privacy
Somebody who speaks Spanish
Increase staff
Bigger hallway
Drive‐thru
66.99%
28.29%
4.72%
Yes
No, I am happy with how things are
No, but something else is needed
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