Goals set

for '06

Assembly aims for improved communication

January 10, 2006

DARRELL L. BREESE/Frontiersman reporter

WASILLA - Who would you call if your road isn't being plowed?

How do you appeal your property tax bill from the borough?

What government agency is responsible for flood control?

Far too often, finding the answers can be frustrating. But the Matanuska-Susitna Borough Assembly hopes to make things a little easier.

Saturday, during their annual goal-setting retreat at Pioneer Ridge Bed and Breakfast in Wasilla, assembly members determined that providing answers to these questions and others should be their focus for the upcoming year.

While no official action was taken during the retreat, the members of the assembly were in agreement that improving customer service and educating the public and various borough departments as their desired course of action for the coming year.

&#8220We've chosen to focus this year on improving how we inform the community,” assembly member Lynne Woods said. &#8220We need to do a better job educating the people on how the borough can serve them.”

Assembly member Betty Vehrs agreed.

&#8220It may seem like a big and lofty goal,” she said, &#8220but it was something that the majority of the assembly agreed was a pressing need.”

Among the other items discussed was a continued emphasis on achieving last year's top goal of establishing a four-year university. They also acknowledged the importance of continued improvement to the transportation system, addressing land-use issues and water quality.

&#8220We're all in this boat together,” Woods said of the role of borough residents and officials in government. &#8220So it's up to us to make sure that the people know how and what the borough can do better to help meet their needs.”

To accomplish the goal, assembly member Mary Kvalheim indicated that there are plans to enhance the information available on the borough Web page and develop a series of informational flyers for each department providing answers to the frequently asked questions.

&#8220I have people calling me all the time with questions about roads, planning and other issues,” Kvalheim said. &#8220Most of them are looking for some direction on who they need to call and what the borough laws are.”

According to Woods, the assembly determined to develop better working relationships with the school board, the city councils and community councils within the borough.

&#8220We've determined that by attending the various meetings that we can develop a better informed community,” Woods said. &#8220It will give us more opportunities to communicate with the various government agencies and people.”

Kvalheim added that the recent hiring of Patty Sullivan as the borough's public relations director will play a vital role in achieving the new goal.

&#8220Her background in journalism will be helpful,” Kvalheim said. &#8220But it is not all about her. In order for us to better inform the public, it will take the involvement of the borough as a whole. Every department must be committed to how we provide access and information to the public. We need to do a better job at customer service.”

Vehrs elaborated.

&#8220For the average person, calling the borough can be intimidating,” she said. &#8220Unless you speak the lingo or know exactly which department to call, getting the desired service can be a burden. Our hope is that we can make he process of getting the desired service from the borough work more efficiently.”

Kvalheim added that the goal of improving education should not reflect poorly on the various borough departments.

&#8220For the most part, we have a good staff in each borough department,” she explained. &#8220The objective is to improve how we communicate with the people and the level of information that we make available. And how they work with the community.”

Vehrs said she believes that in addition to educating the public, the borough staff can use a little refresher course as well.

&#8220Now if people call the wrong department with a question, they might not ever get transferred or get the wrong answer all together,” Vehrs said. &#8220We need to improve the knowledge of the staff of each department so they can direct people to the proper department and remove the frustration of being transferred five or six times.”

Contact Darrell L. Breese at 352-2267 or at darrell.breese@ frontiersman.com.