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City Council Meeting Retreat Tuesday, February 17, 2015 Page 5 the City regularly did things, taking ideas from a development and trying to implement them by forcing the ideas on a community that did not support them. City Manager Trudgeon opined that his interpretation of why customer intimacy is de- sired is that, at the end of the day, staff and the City Council is serving people in the pur- est sense of the form, not customers per se, but its residents. Since he viewed that job as serving individuals, Mr. Trudgeon opined that it only made sense to approach it that way; and form a selfish point of view, noted that it felt good to help people and solve prob- lems, not just meet goals. Finance Director Miller opined that he saw a difference between providing a high level of service to all customers, but as a reality check, staff and the City Council was also here to provide service to all customers, even those who never came forward. Mr. Rapp noted that staff had responded on the survey highest for customer intimacy and the next response being for all of the above. From hearing staff's opinions so far, Mr. Rapp suggested he was hearing questions about what staff should be doing; and while there were unique solutions for each person, it was typically hard for staff to discern val- ue propositions. Rather, Mr. Rapp opined that the reality of value propositions were usu- ally one primary and some modest set of standards for the other two. Mr. Rapp further opined that this was the importance of a value proposition exercise, for staff to hear the City Council say they supported the primary value proposition rather than expressing confusion about which was the most important. In other words, Mayor Roe stated that the City Council needed to own the value proposi- tion and not keep giving staff different directions. In hearing budget discussions before starting today, Mr. Rapp suggested the value propo- sitions should guide the City's budget as well. But in the long run, Mr. Rapp recognized that it cost money to tailor things in the long run, and while money can be reallocated to provide higher service levels in some areas, uniformly the entire budget may have to be notched up. Mayor Roe opined that there needed to be community buy-in as well; and as stated by Councilmember McGehee, there should be no disconnect between the desired customer intimacy model and having the community state they only wanted an operational budget; but to somehow find the best of both. To build on that, Councilmember McGehee opined that the transparency piece would be to provide citizens and the public with education, background and facts about each issue in order for them to help the City Council make the right choices to meet their expecta- tions. Mr. Rapp noted that, in a government model, that approach was more complicated and also took into account locations of various agency operations, languages spoken, special