Item B07
BOARD OF COUNTY COMMISSIONERS
AGENDA ITEM SUMMARY
Meeting Date: October 18, 2001
Division:
Growth Management
Bulk Item: Yes X
No
Department: N/ A
AGENDA ITEM WORDING: Approval of recommendations of Study Review Committee to select the firm
of Maximus to conduct a management evaluation study of the Growth Management Division's development
permitting system and direct staff to enter into contract negotiations with this firm,
ITEM BACKGROUND: On May 17, 2001, the BOCC approved the advertising and solicitation of public and
codes administration management firms to Conduct a Management Evaluation of Monroe County's Growth
Management Division's Permitting System. The Notification of Request for Qualifications was placed by the
Purchasing Department. The Study Review Committee received three Statements of Qualifications and
reviewed them at an advertised public meeting, The Committee selected two top ranked firms for interviews,
At an advertised public meeting on September 24, 2001, the Study Review Committee interviewed the two top-
ranked firms and unanimously chose Maximus (formerly DMG/Maximus) as the top candidate. The Study
Review Committee recommends that the BOCC approve the selection of Maximus as the consulting firm to
conduct the management evaluation study of the development permitting system and direct staff in coordination
with the Study Review Committee to enter into contract negotiations with Maximus.
PREVIOUS RELEVANT BOCC ACTION:
May 17, 2001: The BOCC approved a Request for Statements of Qualifications for conducting a management
evaluation study of Growth Management Division's permitting system.
CONTRACT/AGREEMENT CHANGES: N/A
STAFF RECOMMENDATIONS: Approval
TOTAL COST:
$35,000 to $70,000
BUDGETED: Yes X
No
COST TO COUNTY: $35,000 to $70,000
REVENUE PRODUCING: Yes N/ A No
AMOUNT PER MONTH N/A Year
X
Not Required_
APPROVED BY:
County Atty N/ A
DIVISION DIRECTOR APPROVAL:
DOCUMENTATION: Included
To Follow
AGENDA ITEM # J -~~
DISPOSITION:
Revised 2/27/01
County of Monroe
Growth Management Division
2798 Overseas Highway
Suite 410
Marathon, Florida 33050
Voice: (305) 289 2500
FAX: (305) 289 2536
Board of County Commissioners
Mayor George Neugent, District 2
Mayor Pro Tern Nora Williams, District 4
Comm. Charles "Sonny" McCoy, Dist. 3
Comm, Murray E. Nelson, District 5
Comm, Dixie M. Spehar, District I
MEMORANDUM
TO:
Monroe County Board of County Commissioners
FROM:
Timothy J. McGarry, Directo~1
Growth Management DivisiolttV
DATE:
October 1,2001
SUBJECT:
Review of Statements of Qualifications - Management
Evaluation of Monroe County's Growth Management
Permitting System
Background
On May 17, 2001, the Board of County Commissioners approved a request for consulting firms to
submit Statements of Qualifications (RSQ) for the following:
"PROFESSIONAL SERVICES TO CONDUCT A MANAGEMENT
EVALUATION OF MONROE COUNTY'S GROWTH
MANAGEMENT DIVISION'S PERMITTING SYSTEM"
The purpose of this Request for Statements of Qualifications is to identify needed enhancements
and improvements to the Division's existing permitting system to improve its overall efficiency,
effectiveness, productivity, and level of customer service, This management study should provide
specific recommendations and action program for consideration by the Growth Management
Division management and Board of County Commissioners,
A notification of Request for Statements of Qualifications was advertised on June 5, 2001. Three
responses were received by the closing date, July 18, 200 I. The firms included: Arroyo
Associates, Inc., DMG-Maximus, and Zucker Systems.
The Statements of Qualifications were evaluated by a Study Review Committee consisting of the
Growth Management Director, the Director of Planning and Environmental Services, Building
Official, Larry Keys (appointee of the County Administrator), and Alexis Colicchio (appointee of
Page 1 of 4
the Florida Keys Contractors Association). [All meetings of the Study Review Committee were
advertised and open to the public.]
Elements to Be Evaluated in Review of RSQ
In their Statements of Qualifications, respondents were requested to demonstrate their firm and
project team's qualifications and general work approach in evaluating and preparing
recommendations for the following elements of the Growth Management Division permitting
system:
I, Permit input, processing, review, and issuance;
2. Construction and permitting inspections;
3. Conditional Use and Site plan review;
4. Records and financial management;
5. Administrative policies and procedures;
6. Permitting coordination with County agencies;
7. Quality control and operational management;
8. Computer permitting system; and
9, Customer service (both general public and contractors), outreach, and feedback.
RSQ Review Criteria
The Study Review Committee evaluated and ranked each firm based on the following criteria:
· Firm/Project Team's Qualifications [20%]: Background and experience of firm and/or
project team working together in successfully preparing public management and organizational
studies related to development permitting, permitting administration, and permitting
inspections.
· Key Project Staff's Qualifications [40%]: Background and experience of designated project
staff with appropriate experience, knowledge, capabilities, education, and appropriate building
codes certifications/licenses to successfully conduct a management evaluation of nine keys
elements of the Division's permitting system.
· Work Approach [20%]: Extent to which the respondent's work approach for the nine
elements of the Division's permitting system demonstrates an understanding of issues
involved, how to address them in a expeditious and effective manner, and how to develop
specific recommendations and strategies to address these problems in cooperation with the
Growth Management Division permitting management team and the members of the Study
Review Committee.
· Florida Statutes and Building Codes [10%]: Extent to which the response demonstrates the
firm's/project team's familiarity with Florida Statutes regarding development permitting and
the requirements and mandates placed on local governments.
Page 2 of 4
· Project Management [10%]: Extent proposed management structure will result in the timely
and successful completion of the project within four-months of the notice to proceed and will
be responsive to the needs of the County staff.
At its public meeting on August 14, 2001, the Study Review Committee reviewed each response
and unanimously decided to conduct interviews of the two top firms which best met the above
criteria. The firms were DMG/Maximus (now officially known as Maximus) and Zucker Systems.
On September 24, 200 I, the Study Review Committee held one-hours interviews with the two top
consulting firms. The interviews consisted of a 20 minute presentation to further expand on the
study approach and experience of each firm and a 40 minute question and answer session with the
Committee members.
Maximus
Maximus is the largest firm in the United States that strictly focuses on management, financial, and
operational studies for governmental entities. Its headquarters is in Waltham, Massachuesetts.
The firm and project team members have completed various management studies of permitting
systems in the Florida and elsewhere. A partial listing of these studies including Hillsborough
County (1997), Alachua County (1999), Hilton Head, South Carolina (1996), and Town of
Nantucket, Massachusetts (1998).
The three person project team is to be led by Ken Murray, who has over 25 years experience in
public management both as a City Manager and a consultant. His public management experience
includes serving as Staff Director to the JacksonvillelDuval County, where he supervised the
development of the City's comprehensive growth management plan. He serves as faculty for the
Executive Development Institute of Building Officials and Code Administrators, International
(BOCA) and the Planning and Code Enforcement Program of the Engineering Extension Service,
University of Wisconsin.
Maximus offers a straight forward approach that emphasizes working closely with the staff to help
in profiling, bench marking, and evaluating the existing system. Through interview and survey
techniques input will be collected from permitting staff, elected and appointed officials, the
development community to help in the evaluation and preparation of specific recommendations
and implementation action plan.
The Study Review Committee was very impressed with the firm and its approach. It believed that
the personality and style of the project manager, who would be the primary staff contact and
investigator on the project, was the very one needed to create a good working relationship with the
permitting staff.
A copy of Maximus response is included in this agenda package.
Page 3 of 4
Zucker Systems
Zucker Systems is a small consulting firm, based in San Diego, California, that has extensive
experience in carrying out permitting management studies throughout the United States, although
it has done few studies in Florida and the Southeast. The Study Review Committee believed that
although the firm is higWy qualified, it did not have as much experience with the permitting
processes in Florida and Southeastern United States, as did Maximus. Furthermore, the Committee
was of the opinion that Maximus approach was more specific to addressing some of the problems
with the current permitting system than Zucker's proposal.
Recommendation
The Study Review Committee recommends that the BOCC select Maximus to conduct the
management study of the Growth Management Division's permitting system. Should the
Commission select Maximus, the BOCC should direct the County Growth Management Division
staff to enter into contract negotiations with this firm immediately.
Attachment
Page 4 of 4
AXIMUS
Helping Government Serve The People
July 17, 2001
Ms. Lisa Cherry
Purchasing Director
Monroe County
5100 College Road
Public Service Building
Cross Wing Room #0002
Stock Island
Key West, FL 33040
Dear Ms. Cherry:
DMG-MAXIMUS is very pleased to have been selected to conduct a
Management Evaluation of Monroe County's Growth Management Division. This
proposal is based on our review of your background information and our knowledge
of development review services issues in Florida and throughout the United States.
We believe that we offer a project team with the depth of experience and analytical
skills to conduct this assignment. The following paragraphs summarize key aspects
of the firm's and project team's strengths in conducting operations reviews.
· As a firm, we conduct management, financial and operations studies
only of government entities. Our proposed project team has conducted
staffing and operations studies for hundreds of communities
throughout the United States. We are, in fact, the largest firm in the
country performing governmental studies. In our 25+ years, we have
served approximately 3,200 clients on about 12,000 assignments.
· Our firm and proposed project tearn have significant experience in
conducting operations studies of development review functions. We
have completed building services studies for many counties. For
example:
In Florida, our development review analytical experience
includes Alachua County, Hillsborough County, North Miami
Beach and Venice.
Elsewhere in the southern United States our experIence
includes: Roswell (GA), Augusta-Richmond County (GA),
Brunswick (GA), Glynn County (GA), Hall County (GA),
Gainesville (GA), Beaufort County (SC, current assignment),
Hilton Head Island (SC), Alexandria (LA), Loudoun County (VA)
and Prince William County (VA).
800 South Street, Suite 460 . Waltham, MA 02453 . 781,392.1000 . Fax: 781.788.8816
Elsewhere in the United States our experience in development
review analytical studies includes: the Town and County of
Nantucket (MA), Albany (NY), Upper Merion Township (PA),
Livingston County (M!), Burlington (MA), Whitman (MA), Palo
Alto (CA) and San Luis Obispo (CA).
We have developed a comprehensive approach to providing consulting
services to Monroe County on this assignment which is described in detail in the
first section of our proposal. It is based on thorough input from policy makers,
'customers' and staff; detailed data collection of all workloads and service levels,
interaction with staff and a project steering committee, and detailed
implementation planning.
We hope to have the opportunity to present our project team to you. If you
have any questions, please call me at (800) 352-3758.
Richard P. Brady
Vice President
;1J(b ~,
DMG.~
~IMUS
L BACKGROUND AND METHODOLOGY
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
L BACKGROUND AND METHODOLOGY
The proposed Managernent Evaluation of Monroe County's Growth
Management Division is intended to provide an in-depth management and
operations analysis which addresses such key areas as the following:
· What steps can be taken to provide services as efficiently as possible
given Monroe County's unique situation involving geographic
separation and regulatory needs?
· Are staffing allocations in the Growth Management Division
adequate to handle existing and anticipated workloads? Do
imbalances between staffing and workload negatively impact services
to applicants in terms of timely decision making on land use and
permit applications?
· What factors have contributed to high levels of staff turnover? How
can this be controlled and reduced? What are staff training and
development needs?
· Do internal methods and procedures negatively impact the efficiency
and effectiveness of staff in responding to the public, applicants, and
the Boards to which the Division provides staff support? This
includes such diverse systems and procedures as:
Whether or not clear perforrnance objectives have been
established related to processing and reaching closure on
various types of permits? Are these objectives communicated
to the public? Are they employed to monitor internal
performance?
Do existing automated or manual systems support monitoring
the status of various permit types through the review and
decision making process?
Does the Division's records management/filing system support
rapid and comprehensive retrieval of the development history
for a particular property?
Is the permit review and comment process involving other
County departments and state/federal agencies (i.e., Public
Works, Fire, etc.) coordinated and managed in a fashion
which expedites or delays permit decision making?
DMG.MAXIMUS
Pagel
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
· Are ~ervices responsive to public needs including such diverse
components as:
Adequacy of application instructions provided to the public to
facilitate submittal of complete applications.
Use of pre-submittal conferences to ensure applicants
understand requirements, and complex issues are identified
early in the application submittal and review process.
Processing time targets, and actual performance, as noted
above.
Over the 26 years of our Firm's operations, we have developed a basic
approach for conducting a management audit which analyzes growth
management efficiency and effectiveness. That approach reflects the following
component parts:
· Through extensive interviewing of staff down to and including all
personnel, develop a detailed profile of how each component of the
Growth Managemen t Division actually functions from the
perspective of:
Staffing and detailed responsibilities of each staff person.
Current workload and workload trends.
How existing regulations, ordinances, plans, and policies
provide constraints which impact the land use and permit
review and approval process.
Basic service level goals and objectives established to guide
Divisional activities and to establish accountability to the public
for service delivery.
Staff utilization and efficiency.
Effectiveness of work planning and control systems.
· Then, we test the efficiency and effectiveness of the Division,
employing specific analytical techniques. These would include:
Use of a survey questionnaire to document permit applicant's
attitudes toward the application, review, and analysis services
they received from the Growth Management Division.
Review of permit application files to determine current
processing times for land use and permit applications.
DMG-MAXIMUS
Page 2
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
Flow charting critical land use permit application, review, and
approval processes to identify opportunities for streamlining.
Interviews with boards and commissions as well to document
attitudes toward the quality of services provided by staff as well
as the type of decisions dealt with at the board as opposed to the
staff level.
· Through application of these individual analytical techniques, we
then identify the following:
Service deficiency issues and the extent to which these issues
are caused by staffing or work approach problems,
Identifying staff utilization issues and major opportunities to
increase efficiency and effectiveness, either through staffing
reductions or increasing utilization of existing staff and
raising service levels.
Determining the extent to which internal systems and
procedures impact both efficiency and service levels.
· In addition to detailed identification of specific improvement
opportunities, a major component of our work approach involves
developing a detailed plan of implementation for the Division
covering each recommendation developed by the project team.
Implementation plans typically consist of four rnajor components:
Detailed explanation of specific implernentation steps.
Suggested responsibility for implementation.
Recommended timing for each implementation step.
Detailed display of the cost savings or service enhancement
impact of implementing each recommended improvement.
Because of the inter-disciplinary and critical nature of the services provided,
we also strongly recommend the creation and use of a project steering committee
to work with the project team throughout the study.
The task plan, which follows, describes the basic work tasks we would
accomplish in conducting a management and operations analysis of the Growth
Management Division.
DMG-MAXIMUS
Page 3
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
EvaluatWn of the Growth Management Division
Task 1--
Identify ~ Issues and Trends Impacting the Growth Management
Division.
To realistically evaluate the Growth Management Division, it is important to
develop an understanding of the key issues which impact and shape service
requirements. To develop this perspective, we plan to conduct a series of initial
interviews with the County Administrator, Growth Management Division head,
and members of boards and commissions to identify the key factors impacting the
Division's operations. Specific issues receiving emphasis by the project tearn
would include the following:
· Basic service delivery goals and objectives.
· Identification of key problems impacting service delivery in the
County, including the distribution of the service area, special code
requirements, etc.
· Documenting key trends in Monroe County.
These initial interviews will provide an opportunity to identify and isolate
factors and constraints which impact current or near-term operations of the
Growth Managernent Division.
Task 2 --
Develop a Detailed Profile of the Division's Operations.
To develop detailed understanding of the Division's organization and
operations, the following basic work steps will be accomplished:
· Review existing land use regulations, ordinances, plans and policy
documents, to gain a general understanding of the processing steps
and the parties involved in each step.
· Documenting board roles and activities including meeting frequency,
workload and content of issues.
· Interview all staff of the Division focusing on such issues as:
Basic work responsibilities.
Basic workload and allocation of available time by major task
and work responsibility.
Documenting individual's attitudes toward key strengths and
weaknesses of the existing organization. This would include
its ability to handle current and expected future workload.
· Develop a detailed description of service demand and workload trends
faced by the Division over the past five years.
DMG-MAXIMUS
Page 4
MONROE COUNTY, FLORIDA
Proposal to ConcW.ct a Management
Evaluation of the Growth Management Division
· Document current performance targets related to turnaround times
for building applications.
· Document major management systems available to support
operations within the Division including:
Work planning and control.
Automated information systems.
Word processing systems.
Filing systems,
· Document staffing and expenditure trends for the Division for the
past several years,
Once these initial data collection activities have been completed, we will
prepare a profile describing the Division's operations.
Task 3 --
Document User Attitudes Toward the Current Soope and Quality d
Growth Management Division Service.
In a study of this nature, we feel that it is critical that an attempt be made to
develop an understanding of the attitudes of users towards the quality and scope of
services provided by the Growth Management Division. To develop this
understanding, we propose to undertake a multi-faceted questionnaire to provide
the opportunity for user input regarding the services provided by the Growth
Management Division. This questionnaire would focus on such issues as the
following:
· The responsiveness and helpfulness of the staff m the Growth
Management Division.
· The completeness and accuracy of permit review accomplished by the
Growth Management Division.
· Whether the turnaround tirne for application processmg IS
acceptable.
· How practical Division staff are in applying County land use policies
and procedures.
· Whether Division staff are knowledgeable and make few mistakes in
reviewing plans and applications.
DMG-MAXIMUS
PageS
MONROE COUNTY, FLORIDA
Proposal to Condud a Management
Evaluation of the Growth Management Division
· Whether Division staff are thorough in explaining what developers,
builders, and other public applicants are to do to correct problems on
their plans to achieve approval.
We would distribute this confidential questionnaire to applicants who have
dealt with the Division within the last 12 months. Once questionnaires have been
completed and returned, the questionnaire responses will be tallied and evaluated
by our team to identify rnajor response patterns and resulting issues.
Task 4 -
Benchmark Monroe County's Building Inspection Processes and
Practices in a Comparative Survey and Against Industry Best
Management Practices.
The purpose of this fourth task is to evaluate the Monroe County development
review processes in the context of performance and management practices in two
ways - (1) against industry 'best practices' and (2) in comparison to agencies with
similar operating constraints in Florida and elsewhere in the United States. This
step will consist of the following components:
· Select and refine a set of benchmark measures for use in evaluating
commercial development review practices compared to other
jurisdictions and agencies. These could include such measures as
the following:
Plan check turnaround times by size of construction or
improvement.
Inspection / inspection request turnaround times.
Staffing compared to various indices - construction value,
number of plans/applications submitted, number of
inspections, etc.
Costs of service compared to various indices - construction
value, number of plans/applications submitted, number of
inspections, etc,
· Develop a proposed set of cornparison jurisdictions. This may
include several counties in the State of Florida (e.g., Lee County) as
well as jurisdictions outside of the State (e.g., Beaufort County, South
Carolina). The tie would be to compare services in other coastal
communities which are growing and target high service levels. The
project team would first propose a set of comparative agencies and
review these with the project steering committee.
· Based on our experience in conducting benchmarking analyses over
the last several years, we have found that the analysis should also
consist of our assessment of productivity and efficiency against "best
DMG.MAXIMUS
Page 6
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
practices" which go beyond basic comparative results and practices.
DMG-MAXIMUS has developed a detailed list of best practices in the
planning and building areas.
· Once practices and measure have been documented, we would
compare them to results of Task 3 and to the extent they exist, identify
major deviations between Monroe County and the benchmark
unIverse.
Once the benchmarking results have been completely analyzed, they will be
summarized in the form of a detailed issue list which will highlight potential
issues and irnprovement opportunities.
Task 5 --
Evaluate Pennit Application. Review and Al>,proval Processes.
We would evaluate the land use application, review, and approval process to
identify opportunities to streamline and more pro actively manage the process.
This evaluation would also assess methods of staff utilization and calendar time
required to process applications. We would evaluate:
· Current application processing methods, and procedures utilized by
the Division including:
Work assignments/job responsibilities.
Structure' and content of each of the major permit application,
review and approval processes. This would involve those steps
which comprise each process, points in the process where
application review requires input or coordination with other
Divisions, etc.
Processing performance (elapsed time from application to
decision-making) for major types of land use applications.
Application forms and other documents.
Case file organization and content; determine the extent to
which checklists have been developed.
Specific constraints in policy procedures and ordinance
framework which have direct impact on the structure,
requirements, and day-to-day conduct of the land use
application, review, and approval process.
· The extent to which scheduling systems are utilized to monitor the
progress of individual applications to document "turnaround" times,
length of average processing cycles, and the like.
DMG.MAXIMUS
Page 7
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
This analysis of zoning and building policies, procedures and processes
needs to be conducted with some care to reflect the unique nature of the County
and its character.
Task 6 --
Evaluate and Identify Opportunities for Improving Operations and
Services of the Growth Management Division.
Our approaches and methodologies to evaluate staff activities and serVIces
will also include the following:
· Analysis of work planning and scheduling methods. Through
interviews with Growth Management Division staff, as well as
through examination of logs, daily schedules, and the like, we will
analyze how work is planned and scheduled. Identification of work
scheduling and planning issues will complement findings identified
in the earlier work tasks, and will be a key component of our analysis
of staff utilization.
· Identification of the efficiency with which Growth Management
Division staff are utilized. To identify the utilization and productivity
of Growth Management Division staff, we will employ a number of
techniques including "riding along" with inspectors to get a sense of
the workload and work practices; utilization of logs maintained to
document workload on an annual basis; employment of building
inspection workload standards; as well as comparisons to other
cornmunities with similar workloads and service philosophies.
· Evaluation of adequacy of major work practices will focus on the
identification of opportunities to streamline Growth Management
Division work practices to increase utilization levels and/or reduce
staffing requirements. Through the analysis of major work
practices, the consulting team will seek to determine:
What ways exist to reduce travel time and non-productive staff
usage?
Should the frequency and nurnber of inspections be eliminated
or reduced (e.g., daily inspection of large construction jobs)?
Do "big" jobs require daily inspection?
Can the use of part-time inspection staff for inspection of
facilities be increased, and can the extent of utilization of full-
time staff be reduced to reflect the seasonal nature of
inspection work? The analysis would also address methods to
assure the quality and consistency of inspections by part-time
staff and their availability.
DMG-MAXIMUS
PageB
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
EvaluatWn of the Growth Management Division
· Evaluation of the plan checkinf' process will address steps which
could be taken to more pro actively manage or streamline this
process. This would include an evaluation of:
Job responsibilities of staff assigned to plan checking,
The structure and content of the building permit plan checking
process. This would involve plan checking steps, points in the
process where application review requires input or
coordination with other functions, and the like.
Processing perforrnance (elapsed time from application to
decision-making) for the building permit plan check process.
Review of application forms and other documents.
Methods utilized to assign, schedule, and monitor workload
and processing time for plan checking.
Case file organization and content, and the extent to which
checklists have been developed.
The results of this and the previous task analysis will be summarized in the
final report.
Task 7-
Evaluate Opportunities to Improve Communication with the Public
and Applicants.
This task would focus on resolutions of two issues: (1) adequacy of
communication with applicants (e.g., requirements for an application to be
deemed complete); and (2) adequacy of communication within the County
organization as it concerns building permit issues. In completing this task, a
number of analytical techniques will be utilized including the following:
· Review counter handout materials utilized by the Division to
determine their usefulness and understandability.
· Compare these handouts to others utilized by other municipalities to
contrast the type and extent of information provided.
· Document the extent of use of pre-application conferences to
communicate requirements to applicants.
· Analyze how plans and permit applications, once received, are
circulated to other Divisions in the County for review and comment.
Identify opportunities for better coordinating this process.
DMG.MAXIMUS
Page 9
MONROE COUNTY, FLORIDA
Proposal to Condud a Management
Evaluation of the Growth Management Division
The results of this task will be reviewed with the Growth Management
Division and County Administrator and summarized in the final report.
Task 8 --
Document Recommendations in a Final Report and Provide a Plan d
Implementation.
Once the organizational and operational evaluations required to address all
identified issues have been resolved, we document our findings and
recommendations in a final project report. This report will include:
· A detailed evaluation of the Division including its organizational
structure and levels of staffing.
· Improvement opportunities in work planning and control
approaches and major management systems.
· Identification and evaluation of key service levels including the gaps
between target and actual service levels. The analysis will include
definition of the relationship between staff utilization and these
service levels and explanation of enhancement opportunities.
· A specific implementation plan covermg all recommended
improvements consisting of:
Specific implementation work steps.
Suggested responsibility for implementation.
Timing for accomplishing each work step.
Cost impact of each recommended irnprovement.
We would plan to review the draft report with the Growth Managernent
Division and the County Administrator. Based on the results of that review,
clarifications and additional analysis will be provided as appropriate.
DMG-MAXIMUS
Page 10
II. FIRM EXPERIENCE
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
n. FffiM EXPERIENCE
In this section of the proposal is provided a description of the firm and its
experience conducting evaluations of development review functions.
1. BACKGROUND OF DMG-MAXIMUS.
DMG-MAXIMUS is the country's leading firm which works with only the
public sector. A division of the MAXIMUS, Corporation, DMG-MAXIMUS is
headquartered in Northbrook, Illinois. We are a national organization, providing
a full range of governmental consulting services throughout the United States.
We provide service to our customers through an effective combination of core
management staff who have national or regional focus with local office based staff
who provide specific insight into the local governmental environrnent.
DMG-MAXIMUS has an office in Tallahassee, which serves are our base
for analytical assignments in Florida. Our Management Studies practice is based
in Waltham, Massachusetts and Raleigh, North Carolina. These offices would
contribute staff to the conduct and management of this project. DMG-MAXIMUS
(or as David M. Griffith & Associates or Hughes, Heiss & Associates) - separately
organized prior to mergers) has completed hundreds of management and
operations audits covering virtually every municipal and county government
operating and support service function throughout the United States. And, as
demonstrated below, this experience includes many studies of development
review operations.
2. PRIOR EXPERIENCE OF DMG-MAXIMUS IN DEVELOPMENT REVIEW.
We have listed below a representative example projects which we have
completed in the community development, planning and building inspection
area. Each listing includes a reference for the respective project.
· Hillsborough County. Florida (1997) - Hillsborough County is a large
urban county that includes the City of Tampa. This management
audit included organizational, staffing, and process analyses for the
Building and Environmental Enforcement Departments, which
included policy planning, comprehensive planning, current
planning, building safety, infrastructure planning and
administrative functions. The audit also addressed overlaps in the
responsibilities of County planning functions with a City-County
Planning Commission that was created by state statute and had its
own staff. The audit evaluated the County's advance planning and
projected staffing needs for a five-year period. It evaluated the
efficiency and effectiveness of the development approval process in
current planning and building safety. It proposed dissolution of the
DMG-MAXIMUS
Page 11
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
Infrastructure Planning Section and the rnerging of that section's
functions into the water and wastewater utilities and Public Works
Department. It evaluated the use of technology in support of
planning and building functions, and included in-depth analysis of
inter-departmental relationships and processes including planning-
economic development, planning-redevelopment, and planning-
environmental planning.
Reference:
Ms. Pat Beane
Deputy County Manager
(813) 276-2820
· Alachua County. Florida (1999) - We conducted this county-wide
"diagnostic appraisal" of operations for all general governmental
functions as well as constitutional offices. This study identified
many cost control opportunities. In Growth Management, the
project team helped develop a more customer oriented approach to
providing services; and also assisted in the developrnent of improved
processing of applications.
Reference:
Richelle Sucara
Deputy County Manager
(352) 374-5205
· Venice. Florida (1999)
We recently completed a "diagnostic assessment" of municipal
programs and services as well as organization, staffing and
management. In the growth management area, this study actually
resulted in increased staffing to handle additional application
workloads as well as environmental requirements.
Reference:
George Hunt
Ci ty Manager
(941) 486-2626
· Prince William County. Virginia (1999) - Conducted an analysis of
opportunities to improve the applications processing times for
commercial plans. This led to recommendations which included a
re-organization of staff across three departments and many changes
to review processes and standards. This study included extensive
interaction (individual interviews and surveys) with clients.
Reference:
Pierce Homer
Deputy County Executive
(703) 792-6000
DMG-MAXIMUS
Page 12
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
· Town of Nantucket. Massachusetts (1998) Conducted a
management audit of the Building Department including an
analysis of opportunities to reduce the number of inspectors and
improve the service level to the public and developers. This study
included extensive interaction with clients.
Reference:
Libby Gibson
Town Administrator
(508) 228-7255
· Hilton Head. South Carolina (1996) - Conducted an analysis of the
Comrnunity Development Department and the Fire Department. The
project team recommended the consolidation of the Building and Fire
Departrnents - a recommendation which has been implemented,
Reference:
Torn Fieldsted
Fire Chief
(843) 341-4712
· City of San Antonio. Texas (1999) - This project included a detailed
evaluation of all development approval processes with a particular
focus on processing time, customer service issues, and creation of a
one-stop permitting center. The major impetus for the study was a
high level of dissatisfaction among customers of the current
planning and building safety functions. The study recommendations
addressed issues at many levels ranging from proposed legislative
amendments to interdepartmental coordination, simplification of the
zoning code, elimination of redundant mapping functions,
coordination of building and fire inspections, and the handling of
customer telephone inquiries. Major recommendations included
reassigning some functions from Building to Planning, creating a
site development permit process, designating separate processing
tracks and turnaround targets for several classes of projects,
revamping the distribution of building plans to facilitate concurrent
reviews, and assigning project coordinators to all current planning
applications. We also recommended major increases in resource
allocations to departments involved in development review.
Reference:
Sylvia Arredondo Soriano
Budget Director
(210) 207-8161
DMG-MAXIMUS
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MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
· Chatham County. Georgia (2000) - We recently conducted a county-
wide management study for Chatham County, Georgia. We
conducted this project in two-phases as we have proposed for
Beaufort County. The first phase identified several important areas
for further analysis, including the reorganization of development
review functions.
Reference:
Reese White
Internal Auditor
(912) 652-7945
· Augusta-Richmond County. Georgia (1999) - We recently conducted
this organization-wide study. The City of Augusta and Richmond
County consolidated their governments. The scope of this project was
to assist them with implementation, including determining
appropriate organizational structures and staffing levels. A key
product of this study was the merger of previously separate city and
county growth management functions..
Reference:
Randy Oliver
Former County Administrator
Currently City Administrator in Greenville, BC
(864) 467-5700
· Hall County and the City of Gainesville. Georgia (1999) - - We recently
completed a service delivery strategy study (consistent with the
requirements of House Bill 489). In this two-phased study the project
team evaluated all services provided by the City and the County from
the perspectives of where there are duplications of service, gaps in
service, efficiency and cost effectiveness issues, and tax equity issues.
The second phase evaluated major identified issues. A key aspect of
this study was the evaluation of the merged city and county growth
management department.
Reference:
Carlisle Cox
City Manager
City of Gainesville
(770) 297-5494
DMG-MAXIMUS
Page 14
ID. PROJECT TEAM EXPERIENCE
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
ID. PROJECT TEAM EXPERIENCE
In this section of the proposal is provided a description of the specific
experience which members of the proposed project team have in the analysis of
development review functions.
1. PROJECT TEAM MEMBERS
The Managernent Evaluation of the Growth Management Division of
Monroe County requires analysts with in-depth, extensive experience. It is not an
assignment for junior analysts. As noted earlier, it is the philosophy of our firm
to conduct assignments with senior staff mernbers. Use of more junior
consultants would be limited in this assignment. Summaries of the experience of
our proposed project team are provided below.
· RICHARD BRADY, will serve as Management Vice President for
this engagernent. A Vice President with DMG-MAXIMUS, his
experience encompasses over twenty years in the analysis of every
local government service throughout the Country. This experience
includes ten organization-wide management audits as well as over
200 organizational and staffing studies of every local government
service. Mr. Brady most recently was the firm's Project Manager
and Lead Analyst on the Citywide Management Audits for Chatham
County (GA), Augusta-Richmond County (GA), Hall County and
Gainesville (GA), Venice (FL), Burlington (MA) and West Boylston
(MA), Upper Merion Township (PA), Albany (NY), North Miami
Beach (FL) and Alachua County (FL, the Gainesville area). He also
directed Citywide Management Audits for Palo Alto, San Rafael and
Poway, California. He has also studied development review
functions on Nantucket (MA) and in Prince William County (VA) as
well the cross organizational study for Hillsborough County (FL).
Mr. Brady is DMG-MAXIMUS's Vice President of Management
Studies. He received his B.A. degree from California State
University, Hayward and his Doctoral degree from Oxford
University, U.K. He is the manager of the firm's Waltham (MA)
office.
· KEN MURRAY, will serve as engagement manager. He is a
Director in DMG-MAXIMUS with over 20 years of direct government
management experience and seven years of local government
consulting experience, both as a Senior Manager with a "Big Five"
consulting firm and now with DMG-MAXIMUS. His public
management experience includes serving with the North Carolina
League of Municipalities, as Deputy City Manager of Grand Rapids
(M!), City Manager of Joliet (IL), City Administrator of Lee's
DMG-MAXIMUS
Page 15
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation oftlu! Growth Management Diviswn
Summit (MO), and Staff Director to the City Council of Jacksonville
(FL). His consulting project experience includes analysis of
development review functions as part of organization-wide studies for
Passaic (NJ), Westport (CT), Prince William County (VA), the Port
Authority of New York and New Jersey, and the South Jersey (NJ)
Regional Transportation Authority; the Development Departments of
Brunswick and Glynn County (GA) as part of the jurisdictions' lIB
489 Service Delivery Analysis; and the Community Development
Department of Greenville (TX). He was the deputy project manager
for the International City/County Management Association's three
year comparative performance measurernent project, serving as the
technical advisor for the Neighborhood Services Task Force of that
project. He serves as faculty for the Executive Development Institute
of the Building Officials and Code Administrators, International
(BOCA) and of the Planning and Code Enforcement Continuing
Education program of the University of Wisconsin, He has also
published various books and articles on code enforcement. He holds
a BA in Political Science from Methodist College, and MA.and PhD
degrees in Political Science from Purdue University,
· TRAVIS MILLER is a Manager with DMG-MAXIMUS with over 7
years of local governrnent analytical experience. He was a senior
member of our organization-wide studies for Alachua County
(Florida), Chatham County and Augusta-Richmond County
(Georgia), Venice (Florida), Upper Merion Township (Pennsylvania),
Burlington and Whitman (Massachusetts) and Culpeper (Virginia).
He also was a lead analyst on the service delivery strategy study (lIB
489 study) for Hall County and the City of Gainesville; he also was a
lead analyst on the Fulton County public safety study. His consulting
project experience also includes management audits of public safety
functions in Lee County (Florida), Spartanburg County (South
Carolina), Florence County (South Carolina), Anoka County
(Minnesota), Broward County (Florida) and Alpena (Michigan),
detention systems in Charleston County (South Carolina); public
works operations in Albany (New York) and the Ohio State Fair;
personnel systems in Danville and Fluvana County (Virginia) and
bond re-financing in St. Louis, Mr. Miller was a former financial
advisor in Goldman, Sachs; and former senior budget analyst for the
State of New York. Mr. Miller works in the DMG-MAXIMUS office
in the Boston area.
In the following pages are provided the detailed resumes of the project team
members.
DMG.MAXIMUS
Page 16
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
RICHARD BRADY
Vice President
BACKGROUND
Richard Brady is DMG-MAXIMUS' Vice President of Management Studies for
the eastern United States and manages our office in Waltham, Massachusetts.
Mr. Brady has been a management consultant to local government for twenty
years, Prior to joining DMG- MAXIMUS (over five years ago), he was the
managing partner of the California-based management consulting firm of
Hughes, Heiss & Associates. Mr. Brady worked with Hughes, Heiss and
Associates for over 15 years.
The list, which follows, summarizes Mr. Brady's project experience on
organization-wide management studies and selected other studies. It should be
noted that Mr. Brady has managed or participated in over 200 studies in his
career. While the breadth of Mr. Brady's experience encompasses virtually all
local government functions, his principal areas of expertise include public safety
(police and fire), criminal justice, public works and library services.
CONSULTING EXPERIENCE
Agency-Wide Management Audits and Organization Studies
. Albany, New York
. Alachua County, Florida
. Augusta-Richmond County, Georgia
. Brunswick and Glynn County, Georgia
. Burke County, North Carolina
. Burlington, Massachusetts
. Chatham County, Georgia
. Culpeper County, VA
. Florence County, South Carolina
. Gainesville, Georgia
. Hall County, Georgia
DMG-MAXIMUS
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MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
· Irvine, California
· Los Angeles, California
· North Miami Beach, Florida
· Palo Alto, California
· San Clemente, California
· San Luis Obispo, California
· Upper Merion Township, Pennsylvania
· Venice, Florida
· West Boylston, Massachusetts
· Whitman, Massachusetts
Planning and Building
. Cupertino, California
. Greenville, Texas
. Hayward, California
. Hillsborough County, Florida
. Mountain View, California
. San Luis Obispo, California
. Nantucket, Massachusetts
. Prince William County, Virginia
EDUCATION
Mr. Brady received his BA degree from California State University at Hayward
and his MA and Ph.D. degrees from Oxford University, U.K.
DMG.MAXIMUS
Page 18
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
KENNETH R. MURRAY
Director
Mr. Murray has over twenty five years of public management experience, both as
a City Manager and in consulting. He is presently a Director within DMG-
MAXIMUS, and was previously a Senior Manager in the Public Sector practice of
Deloitte & Touche.
CONSULTING EXPERIENCE
In his professional management and consulting career, Mr. Murray has been
responsible either for direct operation of, or providing consulting services relating
to, virtually every aspect of the local government services. Mr. Murray studied
various community development activities as parts of agency-wide management
audits for the jurisdictions of Passaic, NJ and Westport, CT), the Port Authority
of New York and New Jersey, and Prince William County (VA). He is directing
studies of the community development functions of the City of Brunswick and
Glynn County (GA) as part of DMG-MAXIMUS' HB 489 study, and he is directing
the study of the Greenville (TX) Community Development Department.
His experience relevant to the Roswell engagement includes the following:
· City of Greenville. Texas - He is serving as field engage men t
manager for this study of the Community Development Department
for this City. The Department includes planning, zoning, building
permits, nuisance enforcement, and health enforcement,
· City of Brunswick and Glynn County. Georgia - He is serving as field
rnanager for this engagement to conduct a service delivery analysis
under the provisions of Georgia HB489. The analysis covers the
functional areas of building inspections, police, parks and
recreation, purchasing, tax collection, and occupational license
administration.
· City of Passaic. New Jersey - In this operations study of the City of
Passaic, he reviewed all aspects of local government administration,
focusing particularly on budgetary revenue projections and revenue
enhancement, the organization of City financial services,
development and building enforcement, personnel administration in
a collective bargaining environment, customer service and billing,
and all aspects of public works and public utilities administration.
· Town of Westport. Connecticut- He directed this study of the
operations of the Town and Board of Education, concentrating on
opportunities for the improvement of financial and administrative
DMG-MAXIMUS
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MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
operations, revenue enhancement, city services, including customer
service, the delivery of utility services, and planning and building
code enforcement.
· Prince William County. Virginia - As part of a study of the
operations of five independent governmental entities serving Prince
William County; including the County general government, the
Prince Williarn Board of Education, the Prince William Parks
Authority, the Prince Williarn Public Utility Authority, and the
Regional Transportation Authority. The study examined
opportunities for revenue enhancement, operational efficiencies,
customer service and billing, .and coordinated management with the
other governmental units. The study also included the planning,
zoning, and code enforcement functions of both the County and the
Parks Commission (which was responsible for economic
development)
· Port Authority d New York and New Jersey - He was field director
of the analysis of the operations of the Port Authority, supervising
the analyses of the World Trade Center, the Development and
Planning Department, the Ports Department, and the Authority
Police. The study included examination of customer service support
systems and the evaluation of personnel organization and
development. It also included an evaluation of the economic and
comrnunity development and code enforcement authority of the Port
Authority and of the revenue structure and projected future
operational revenues of the World Trade Department.
· International City Management Association Comparative
Perfonnance Measurement - He was Assistant Project Director for
this three year project in developing comparative performance
measures among 43 jurisdictions of 200,000 population or greater.
Additionally, he served as the project's technical advisor for the
Neighborhood Services Task Force, which included planning,
zoning, and code enforcement.
· International Cit;y Management Association Code Enforcement
Training Project - Funded by the U.S. Fire Administration, this
project developed a training program for code enforcement officers in
linking building code and fire code enforcement. He was principal
author of a computerized training module and training manual.
PUBLIC MANAGEMENT EXPERIENCE
Prior to beginning his consulting career, Mr. Murray devoted twenty years to
public management. In that capacity, he had direct operational responsibility for
public utilities and customer service in several jurisdictions. His public
management career included service as:
DMG-MAXIMUS
Page 20
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
· Director of Intergovernmental Programs, North Carolina League cI
Municipalities, Raleigh, NC, where he was responsible for
representing municipal interests relating to community and
economic development and providing management advice to member
local governments on such issues.
· Deputy City Manager, Grand Rapids, Michigan, where he was a
member of the City's community and economic development team,
staff manager of the City Council's Development Committee, and
supervisor of the City's capital planning.
· Staff Director to the City Council, City of JacksonvillelDuval County,
Florida, where he supervised the Council's nine-month process for
the development of the City's comprehensive growth management
plan, including the rewriting of the City's planning and zoning
ordinances.
· City Manager, Joliet, Illinois, where he supervised all aspects of the
City's economic development, planning, zoning, and code
enforcement activities.
· City Administrator, Lee's Summit, Missouri, where he supervised
all aspects of the City's economic development, planning, zoning,
and code enforcement activities.
Additionally, Mr. Murray served as a full time Associate Professor of City
Management for the School of Public and Environmental Affairs, Indiana
University, Bloomington; and as adjunct professor of city management at North
Carolina State University and Northern Illinois University. He also serves as
faculty for the Executive Development Institute of the Building Officials and Code
Administrators, International (BOCA) and the Planning and Code Enforcement
Program of the Engineering Extension Service, University of Wisconsin.
EDUCATION
Mr. Murray received his BA degree in political science from North Carolina
Methodist College, Fayetteville, NC, and his Masters and Doctoral degrees in
urban politics from Purdue University, Lafayette, IN.
DMG-MAXIMUS
Page 21
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
TRAVIS MTT .T .RR
Manager
Travis Miller is a Manager in Management Studies in the eastern United States.
He works out of our office in Waltham, Massachusetts. Mr. Miller has been a
management consultant to local government for since 1995. Prior to joining
DMG-MAXIMUS, Mr. Miller was a financial analyst in the municipal finance
department at Goldman, Sachs & Co., an economic analyst with the Metropolitan
Transportation Authority in New York City and an analyst with the Division of
Budget for New York State. Mr. Miller received his BA from the University of
Rochester and an MS in Public Policy Analysis from the same institution.
This section summarizes Mr. Miller's project experience on organization-wide
management studies and selected other studies.
CONSULTING EXPERIENCE
Mr. Miller recently completed several studies with DMG-MAXIMUS, including:
Agency-Wide Management Audits and Organization Studies
. Albany, New York
. Alachua County, Florida
. Augusta-Richmond County, Georgia
. Burlington, Massachusetts
. Chatham County, Georgia
. Culpeper County, VA
. Florence County, South Carolina
. Gainesville, Georgia
. Hall County, Georgia
. Upper Merion Township, Pennsylvania
. Venice, Florida
. West Boylston, Massachusetts
. Whitman, Massachusetts
DMG-MAXIMUS
Page 22
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
Planning and Building
· Hillsborough County, Florida
· Nantucket, Massachusetts
· Prince William County, Virginia
'EDUCATION
Mr. Miller received his BA and MS-PPA degrees from the University of
Rochester, New York.
DMG-MAXIMUS
Page 23
MONROE COUNTY, FLORIDA
Proposal to Conduct a Management
Evaluation of the Growth Management Division
w. PROJECT COST AND SCHEDULE
The project, conducted consistent with the scope outlined in the first section
of this proposal would cost $35,000 for all professional time and reimbursable
expenses. The exhibit, which follows this page, shows how this budget would be
allocated on a task and team member basis.
The project could be conducted within a twelve week timeframe.
DMG-MAXIMUS
Page 24
RXmRIT
Monroe County
PROJECT COST
1. Professional Staff Time
Person Hours by Staff Member
Project Task Brady Murray Miller Consultan Total
1. Initial Interviews 8 0 0 0 8
2. Profile of Operations 0 8 16 16 40
3. Survey Applicants 0 0 0 16 16
4. Benchmark Survey 0 8 8 8 24
5. Permit Processing 8 8 0 8 24
6. Department Operations 8 8 8 8 32
7. Customer Services 8 8 8 8 32
8. Final Report 8 8 8 0 24
TOTAL STAFF HOURS 40 48 48 64 200
HOURLY BILLING RATE $185 $185 $145 $110
PROFESSIONAL STAFF TIME $7,400 $8,880 $6,960 $7,040 $30,280
2. Total Project Cost
Professional Staff Time (above)
Travel I Expenses
$30.280
$4.720
TOTAL PROJECT COST
$35.000