Memo - Community Vision Process
,
. Administrative Services -
Office of the City Manager
Memorandum
To: Honorable Mayor and Members of the City Council
From: Steven C. Mielke, Hopkins City Manager
Date: August 22, 2002
Subject: Community Vision Process - Results Discussion
Attached is the report issued as a result of the Council-Staff Retreat held in May of last
year to begin the planning process for the Community Vision.
Since it is not specifically listed in the report, the Vision Statement is:
.
Creating a Spirit of Unity
Hopkins will be a community where:
· PeDple are treated with respect
· People participate in building culture, character and common bonds
· Business growth throughout the City is supported while maintaining a vibrant City center
· People feel safe, support outstanding schools and celebrate cultural heritages
· People enjoy quality public services, parks and housing
There is a need to determine how we will proceed with the planning process as we go
forward. Since this work is over a year old, there is a need to discuss the findings and
determine jf the assumptions from a year ago are still valid. From there, action planning
remains the biggest need in implementation.
.
l .
DRAFT 8/23/2002
. City of Hopkins
Council - Staff Retreat
May 17, 2001
Results and Recommendations
On Thursday, May 17, 2001, Council and staff members took part in an all-day discussion
regarding strategies and actions to: 1) help realize the Community Vision, 2) reinforce and
integrate the City's Mission, and 3) enhance the already good working relationship between the
Council and the entire City staff.
Each pm1icipant shared his or her unique perspective on the issues listed above. Attendees
included:
Council Members Staff
Rick Brausen Don Beckering, Fire Chief
. Fran Hesch Jim Genellie, Assistant City Manager
Karen Jensen Bobbie Hartfiel, Communications Coordinator
Diane Johnson Dave Jolmson, Director of Recreation Services
Gene Maxwell, Mayor Jim Kenigan, Director ofPlmming
Steve Mielke, City Manager
Craig Reid, Police Chief
Steve Stadler, Public Works Director
Steve Stahmer, Assistant to the City Manager
Lori Yager, Finance Director
The following report summarizes the results of this discussion and the brrouP'S subsequent
recommendations.
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1 May 17, 2001 Council-Staff Retreat:
Results and Recommendations
I
DRAFT 8/23/2002
TlteAgenda The day-long retreat and discussion began with introductions and a .
review ufthe schedule.
The following issues and questions were discussed during the course of
the event:
TlteVisioll I. Discussion of the Vision Statement
Large Group Discussion:
. What does the Vision Statement mean to you in your role as a
staftlCouncil member?
. Is the Visil)n Statement clear? Do you have questions about the
statement? What concerns, if any, arise from this statement?
Small Group Discussion:
. What are the top 5 activities/actions that the City must do for the
Vision to be realized?
Tl1eMis sioH II. Discussion of the Mission Statement (Including Activities and
Action Items)
Large Group Discussion:
. List ways that the City already "Partners with the Conununity." .
. Discuss what is missing from the list? What more can we do?
Smnll Group Discussion -:
. How might "we" (as leaders) instill the statement into the fablic of
the organization (the City/City depmiments)?
. How would we know that the organization is living and acting within
the Mission Statement:
. How can the already good working relationships thmughout and
\vithin the organization be enhanced? List 3-5 ways.
Results were presented and discussed in large b'TOUP.
P ltl1millgfOlActioH III. Action Planning and Next Steps
Lan~e Group Discussion:
. Review of the d3y's discussion thus far and the work that has been
accomplished.
. Discuss general action plmming/action steps.
. Discuss action plans with regard to top activities needed to realize the
Community Visiu!1.
. Next steps Roles and responsibilities, follow-up evaluation.
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2 May 17, ]()() 1 Counci/~StatrRctrcal:
Results and Recommendations
DRAFT 8/23/2002
. Summaryof I. The Vision
Results(To be
C Olnp leted)
.
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3 May J 7, 200] Council-Stalf Retreat:
Results and Recommendations
DRAFT 8/23/2002
Complete Results .
I. DISCUSSION OF THE VISION STATEMENT
"'Direct quote.\' and/or origillallanguuge ShOWll in this font
A. \\That does the Vision Statement to . role
mean YOU III your as a
staff/Council member? (Large Group)
I. It is a checkpoint when decisions are to be made.
I The Vision provides a benchmark.
"' Pmv ides/describes a feeling about COl1l1111lflity.
_1.
4. The Vision creates/presents expectations concerning the community and the efforts of staff
and the Council.
5. The Vision describes the image that our community projects and/or shives for.
6. The Vision is a goal to be worked to\vard.
7. The Vision is an actioll-()I'iellfed guide.
8. Intended to provide informatioll and to he participative.
9. Provides a level of comfort with regard to being proactive.
] O. Provides afollndation for City effolis. .
I ] . Slum's the beliefs/values of the City, staff and Council.
12. The Vision creates a way of life - and we are trill' to it.
13. The Vision is a tmining tool.
14. It is a ml(ving cI}'for the ('ommll11i(r.
B. Is the statement clear? Do ,on have Questions about the statement?
What concerns. if anv. arise from this statement? (Lanre Group)
1. The Visiun is generally clear.
') .....building cultllre, character alUl common bonds," is the most difficult section to define.
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Peuple de tine those tenns and processes differently. Vague and open to interpretation.
C. \Vhat are the top 5 activities/actions that the City must do for the Vision
to be I'ealized? (First discussed in Small Groups. then prioritized as a
Large Group)
Small Group Results:
Grollp A .
1. Make the JisiOI1 public - make it known. lnco111orate it into City staff.
4 May f7, :lOaf COlIJl('il~St(ltrRctrMt:
Results and RCCO/lllIICndatimlS
DRAFT 8/23/2002
. 2. IncOIporate the Vision into City staff
3. Department directors to weave the Vision into thei,. departments.
4. Develop leadership through example - internally and externally.
5. Develop partnerships with the commll11ity (between the City and the COI1lIl11Wity) as well
within the community (among C0I1l1111lllity members and between community groups).
Group B
1. Educate the community and employees.
2. Continue to improve the commercial~ industrial alld residential base.
3. Create recognizable borders.
4. Support community policing.
5. Analyze existing programs and explore new opportunities for achieving the Community
Vision.
Group C
1. Explore re5pect.
2. Build culture/com11l011 bond'}' by reaching out to define and provide public services that
understand differences. .
3. Gauge where we are and how to measure programs.
4. Focus Oil the central business district.
5. Reduce bureaucracy wherever possible and improve customer service.
. Lar2;e Group Prioritized Results:
Attendees prioritized the 15 activities above (top five from each group). The top seven
activities/actions are presented below.
1. Create awareness of the Vision ami instill it into the community and the organization (City
staff and government).
2. Review~ analyze and measure City programs and services. Align them with the Vision.
Explore new opportunities.
3. Improve customer service while reducing bureaucracy. Consider:
. Rules and their interpretation.
. Less go pe1"ll11lent when appropriate and desirable.
. Knowing who to call from the customer's perspective.
. Frustrations with }.'oice mail, hassles~ J"l1ll-arOlllld.
. Control and fi'eedol1l.
4. Explore respect:
. Commuuity
. Workplace environment
. . Interaction
. Attitude
5 May 17, 2001 Council-Staff Retreat:
Results and Recommendations
DRAFT 8/23/2002
5. Dcvelop partnerships with the community (between tlte City and the community) and e
within thc comlllllllit)' (between community members and groups).
(). Create recognhable borders that di5.,tinguish the City of Hopkins.
7. Support c011lIltllni(l' policing.
.
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6 May 17, ~()U1 COllllcil-Statl'Rctrcat:
Results and Recummendations
DRAFT 8/23/2002
. II. DISCUSSION OF THE MISSION STATEMENT
A. List ways that the City alreadv "Partners with the Community." (Large
Group)
1. Citizens' Academy
2. City Newsletter
3. Open HOllse
4. F OCllS groups
5. TOlll'S
6. Ride-A -Longs
7. Cable TV
8. Boards and commissions
9. Community policing
10. Neighborhood groups
11. Open Agenda
12. Informational meetings
13. Evaluations
14. H opkills Center for the A rt5
] 5. Facility sharing
16. Property Managers Group
. 17. CUP - required meetings
18. Business community meetings - Twin West and HBCA
19. Customer service -response cards
20. The Depot
21. Commuuity use space
22. Legislative lobbying
23. SCIP
24. The Community Vision
25. National Night Out
26. Civic organizations
27. Assessing projects
28. Ove/pass Skate Park
29. Traltsit Stuff
30. Raspberry Festival
31. Civic organizations
32. Grants
33. Regional Trails
34. Board o/Review
35. Administrative Citation Program
36. Senior/Activity Center
37. Publications
38. Home Show
. 39. In-sellOol programs
40. Media relations (Sun Sailor)
41. Razzle
7 A1ay 17, 20D} Council-Staff Retreat:
Results and Recommendations
DRAFT 8/23/2002
42. City website .
43. A thleticlJ'outh facilities
B. Discuss what is missing from the partnership list. What more can we
do? (Large Group)
1. Citi~en involvement in budget process
') fouth inl'ohJemellt
c. .
3. I11l'olvemellt of tlte faith comm unit)'
4. Interal'tion with and involvement of the City's tran5dent population
5. ftfulti-family residential involvemellt
(). Blowing our own lzom - self-promotion when appropriate
7. Keeping pictol'al record (~frecognitiolls/accomplishments
8. Knocking down hureaucratic harriers
q Addressing language barriers
1 n. Partnershipljilllding opportunWes
11. J'ohlllteer opportunities
12. Opportullitie5.Ior recognition/appreciation
13. Vision/goal education to all
14. Information sharing
15. Leadership developnu'llt
] 6. Critiquing each other positil'e(v (hoth stan and Council) - constructive criticism. both .
giving and receiving in a positive way
17. Knowing each other (staff and Council) - Ci~r directOl:V
1 S. Council knowledge/acquaintance with s((~[f
19. Long-tam planning as a gmujJ
20. Relationship building
21. Setting and communicating C011l111 llllity goals
22. Respect
23. C 01llmllnicatiollS Ill' and down the line
24. Pasonal connections
25. i1,fore discussio11."'- about what is happening within the City
26. Interaction between departments below the department head level (cross-functional.
interdepartmental teams and cooperation)
C. How might "lve" (as leaders) instill the Mission Statement into the fabric of the
organization (the City/City Departments)? (Small Groups)
(;rolljJ .1
1. Illstill the Missioll i11to the dai(r activities of City staff and Council.
") Use and reflect 011 tile iUis'Shm as (f tool o.f'guidullce.
-.
Group B .
] . Tell them (staff, Council. citizens) - display the Mission.
S May 17, ;;00 I COllllei! Sta(rRetreat:
Resll!ts and Recommcndatiolls
:
DRAFT 8/2312002
. 2. EmpoweJ' employees to resolve issues in an effOli to meet the Mission.
3. Develop discussions based on it.
4. IncOlporate the Mission info the hiring process for ALL employees (present it to potential
employees, etc.).
5. IncOIporafe the Mission into employee evaluations,
Group C
1. Live the Mission by example.
2. Make the Mission part of the interview/hiring process.
3. Include the Mission in Council application packets.
4. Make sure it i.'ii understood that it is O.K. to fail when trying to do the right thing and
attempting to accomplish the Mission.
5. Reward employees when they make suggestions to help meet the Mission 01' their actions
contribute to achieving the Mission.
6. Display professionally-made Mission/Vision posters in each work area.
7. Distribute bookmarks with the Mission written on them.
8. Create depa1'tmell t pledges which incOlporate the Mission.
9. Tie the Mission to the employee evaluatIon process - ask employees to give feedback as to
what he/she can do to help meet the Mission.
10. Measure the extent to which the Mission is being met through citizen satisfaction -
encourage positive letters fi'om citizens.
11. Employees should show a focus 011 customer outcome and satisfaction - not on the process
. itself.
D. How might we know that the organization is living and acting within the
Mission Statement? (Small Groups)
Group A
1. Community participation on boards, commissions and City activities
2. Community public safety
3. Ovemll employee satisfaction
4. Perception of commmlity by groups, organizations and people outside of the City of
Hopkins
Group B
1. Measure decisions against the Mission Statement (meets/does /lot meet, exceeds/does not
exceed the goals set forth in the Mission)
Group C
1. The "right thing "for the cOJnmunity would receive public support
2. Employees show a focus on customer outcome - not the process if.";elf
3. Customers are satisfied
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9 May 17, 2001 Council-Staff Retreat:
Results and Recommendations
DRAFT 8/23/2002
E. How can the already 2:ood worldn2: relationship throu2:hout the .
or2:anization be enhanced? List 3-5 ways. (Small Groups)
Group A
l. Open/hone....-t COIllIllUIl ication
, Encollrage trust
-, Getting to know each other
.).
4. Employee newsletter
Group B
l. Job 5JwdoH'ing
2. Empower employees to resolve/raise issues
-, jllento l"illg program
.).
4. Reward and recognize employee...,'
5. "Coffee with the Council"
6. Sea.'wnal "Group Hug." staft/cuuncil get-together
7. /l.lel!lings with the City /l.lanager - br(;akt~lst. lunch, snacks ~ infonnalmeetings
Group C
l. Recogni~e employee efforts
") Organi:ational/employee newsletter
3. Illfo1"maf talks on Jlfis5t'ion. etc. - Cake Talks
-L Coullcilmembel's occasionally atte/ld department meetings .
5. Continue to maintainiimprovcjob satt~factio/l
h Employee Academy
7. Respect Policy
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10 Alay f 7. :lOW Council Sta(rRctrcat:
Results and Rcco/JIl1lcl1dathms
DRAFT 8/23/2002
. II. ACTION PLANNING AND NEXT STEPS
A. Action I terns in Support of the Vision
Prioritized Activity #1: Create awareness of the Vision and instill it into the community and
the organization (City staff and government).
Action Items - Steps tovvard aclzievin'5 Activity #1:
1. Place plaques with the Vision on them in the lobby of City Hall and/ol' within City
departm ents.
2. Market the Vision using an advertising billboUl'd somewhere in the community.
3. Place the Vision on the City website.
4. Put the Vision on banners across Main Street.
5. Hold a kickoff event
6. Read tlte Vision at City meetings.
7. Y outlt involvement/participation in meetings.
8. Use the electronic board in the City Hall entrance.
9. Post tlte Vision in the Council Chambers.
10. Add Vision-related comments/articles in the Newsletter.
11. Tie meeting agendas to the Vision.
12. Create a "Vision Award."
. 13. Speaker's Bureau.
14. Tmin ing for boards and COllll1lission.'iI - also tie in with meeting agendas.
15. Post the Vision OIl the screen behind the Council table in the Council Chambers.
16. Note the Vision on water bills.
17. Put tlte Vision Oil forms and letterheads.
18. Put tlte Vision bookmarks, etc.
19. Business partnerships/promotions.
20. Create an annual calendar highlighting the Visiol1.
21. Post the Vision on Pavillion boards.
22. Advertise on movie theatre screens.
23. Post the Vision on cable TV.
24. Highl1ght the Vision in SUIl Sailor ads and articles.
25. Property management partnerships.
26. Recognize those living the Vision.
27. Highlight the Vision in church bul/etills.
28. Create an organized group to market and pm11lote the Vision.
29. Post the Vision in City parks.
Prioritized Activity #2: Review, analyze and measure City programs and services. Align
them with the Vision. Explore new opportunities.
Action Items - Steps tmvard achievi17f! Activity #:!:
. 1. Compare programs to the Vi.\'ioll. Do they align with the Vision?
2. Could programs/services/procedures be changed to better meet the Vision?
11 Mav 17, 2001 Council-Staff Retreat:
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Results and Recommendations
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DRAFT 8/23/2002
~ JJ-7wt el\'e could be done to better rellli~e tlte J7sioll? .
"1.
4. COJJlmunity input (l11({ review.
5. Mak<: sure any proposed changes ill programs/services fit within the budget.
6. Strive to provide "Quality Services" as prescribed in the Vision.
Pt'ioritized Activity #3: Improve customer service ,,,"hUe reducing bureaucracy.
ActiolJ Items - Stcps t01m,.d achieving Actin't\' #:::
1. Evaluation ofprogramsAervice.'i. JFlty does tlte City do X?
1 Track calls and issues that rim into I'lIle.\/luH's.
-.
... Measure customer satisfaction.
_1.
4. Better C0I111111l1,;cations to l'educe/clarW' e.\lJectatiol1s concerning services and programs.
Creak realistic expectations.
). Training for effective cllstomer service.
h. Empower staff to take actions they feel will resolve issues. Create a culture where this is
acceptable/expected.
7. Traillmanagelllellt Oil Itow to empower staff
8. Provide optiolls to customers.
9. Em/llated service based Oil actions take" to eflective~v speed up process'es.
10. Review proces....'es in light of'lJeed and ease for customers.
11. Impkment technology illlprO}rClIlel1ts to assist cus'tolllers and to provide more
effective/efticient customer service. .
1 ~. Educational5icmil1urs.
13. Employee incentives to provide good customer sen'ice.
...
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12 May 17, ::00 I COIIl/cil-Stq(lRctrcat:
Results alld Recommcndatiuns
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DRAFT 8/23/2002
. YET TO BE COMPLETED (as of 5/30/01)
A. Action Items in Support of the Vision (Continued)
Prioritized Activity #4: Explore respect.
Prioritized Activity #5: Develop partnerships with the community (between the City and
the community) and within the community (between community
members and groups).
Prioritized Activity #6: Create recognizable borders that distinguish the City of Hopkins.
Prioritized Activity #7: Support community policing.
B. Prioritize Action Items within the above Activities
. C. Develop Roles and Responsibi,lities
D. Follow-up Evaluation
1. Retul11 to the process at a later date (possibly in one year) to evaluate the
effectiveness of steps taken - determine what activities/actions still need
to be done.
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13 Mav 17. 2001 Council~Staff Retreat:
. "
Results and Recommendations