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City Council Meeting Retreat Tuesday,February 17, 2015 Page 6 needs, one-on-one needs and other unique citizen and customer needs to accommodate, and how to organize to become or remain effective in that way to fulfill those needs. Mr. Rapp continued with results of the individual surveys and City Council, staff and col- lected information based on the current culture and differences in those responses. Mr. Rapp reviewed some questions these responses may create in determining why peo- ple work for government versus private, in the desire to serve (cultivation culture con- cept), which he observed in responses, while the reality was that they were living in a control culture similar to that of the rest of the world. Mr. Rapp reviewed the connection in a control culture and operational excellence as a value proposition that provided a good fit since they overlapped but provided no variation or allowed any "coloring outside the lines). In moving toward a customer intimacy role, as apparently the overriding desire, Mr. Rapp noted that the control model didn't fit as well as the chain of command contin- ued to fight against freelancing to solve problems. Mayor Roe suggested different models in different roles within departments, such as with public safety staff when responding to fire, EMT, or police calls in a controlled environ- ment with controlled responses versus doing community speaking or education or one- on-one training within an entirely different culture context. Councilmember McGehee opined that the part controlled by the City Council was in set- ting policies, which was her main goal she hoped would result from this retreat: being sure to engage the community and citizens at the outset of major planning,projects or ini- tiatives, with periodic community surveys providing the community an opportunity to submit their ideas for what they'd like or where they think we should go as a community. From that standpoint, Councilmember McGehee suggested that there were changes the City Council could make in its HOW. Mayor Roe asked to hear from individual Department Heads on the control versus culti- vation models. Mayor Roe asked if the Police Department could have a cultivation cul- ture in its role, while noting the Parks & Recreation Department naturally fell into that model through its intensive interaction with customers and basic job requirements. How- ever, Mayor Roe expressed his curiosity in hearing from other Departments how and if they shared the customer intimacy model desire, and if so, how they felt that could and would work best in a cultivation culture within the organization of the City. Community Development Director Bilotta stated that he had formerly worked in a com- munity that was good at that culture within a highly team-based, decision-based, and cross-functional arena. Under that model, Mr. Bilotta opined that it was hard to go back into the silo mentality; but when adding in outside people and/or associations, it became messier. Mr. Bilotta advised that this previous organization had ongoing exercises to keep things on track, with annual details and the City Council and staff both on board and