X-Plan full document - City of Xenia

Chapter 3 Grow Our Economy• Use an incentive-based approach.Standards can utilize an incentive-basedapproach which rewards high-qualitysubmittals with reduced review time orother incentives.• Implement other X-Plan goals andstrategies. Utilize a more land use-flexible,design-focused approach that followsthe Future Land Use Plan. Implementother X-Plan strategies which are aimed atimproving the quality of development.GE6.2 Develop excellent customer service. Firstimpressions are lasting. Economic developmentrequires a team effort. Each city employeehas the ability to improve Xenia’s image as abusiness friendly community. This goal can beaccomplished when all staff members exhibit apolite and positive service-oriented attitude.Develop minimum customer service standardsfor all City employees, and include Countypermitting agencies as well. An example ofsuch a standard is the need to treat permitapplicants as customers and help themnavigate the permitting process.Provide annual customer service training toCity employee. Explain why customer serviceis important to the City’s mission. Positivelyreinforce desired behavior and recognizeemployees that exceed expectations. Monitorresults through customer surveys.Consider partnering with a third partyorganization to expand upon City staff’s limitedcapacity and further enhance the customerexperience.GE6.3 Develop a community advisory board.A recently passed City ordinance requiredcreation of an Economic Development AdvisoryBoard (EDAB), which serves as a core advisorybody regarding economic developmentinterests and activities. The EDAB can increasecommunication, raise awareness and elevateCity of Xenia Comprehensive Planpressing economic development issues to thehighest layer of City leadership.In addition to City staff and City Councilrepresentation, participation in the EDAB couldinclude area business leaders, County officials,university staff, key property owners andregional economic development organizations.This would create a multidiscipline problemsolving body working together on a regularbasis to attract new and retain existingcompanies, discuss economic developmentissues, react to opportunities and overcomeobstacles.Subcommittees of the EDAB could meet ona more frequent basis or address specializedissues such as quick-response and initiativessuch as Town and Gown and HealthyCommunities.GE6.4 Develop and Rehearse a ConsistentMessage. Hire a marketing and/or PR firm toestablish the City’s economic developmentmessage as part of broader effort to improveXenia’s image. Use the resulting copy to createpositive collateral material and webpagecontent.Incorporate message training with customerservice training (GE6.2). Xenia must marketitself in a positive light internally and externally.Message training is a great way to begin thisprocess.GE6.5 Prepare a Development Manual.Development manuals serve as “doingbusiness” guides with local government.Include step-by-step check lists of all requiredpermits and approvals, as well as a user-friendlyoverview of applicable standards.GE7 Foster Town and Gown and HealthyCommunity PartnershipsXenia has multiple assets related to education,healthcare and wellness that can serve as3.12