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Regular City Council Meeting Monday,May 11, 2015 Page 27 found in direct conflict with her notes and recollection. Ms. McCormick opined that clearly the move was for staff and the City Council to move toward customer intimacy, not operational excellence, as was being portrayed in this report. Based on the ranking in Mr. Rapp's report, and in her watching the video again to make sure his summary was accurate, Ms. McCormick noted his verbal summary was for the City to move toward a culture of collaboration and customer intimacy, with no one contradicting him then, and obviously therefore, not in error. Ms. McCormick noted her frustration stemmed from residents attending and lis- tening because they cared, and then even though things may be delayed, when they come out, such as this report, they are in direct opposition to what was heard previously. Ms. McCormick expressed appreciation for the City Council's will- ingness to make public information available, and thanked City Manager Trudg- eon for his commitment toward those efforts and the City Council for their efforts towards transparency. However, Ms. McCormick questioned if everyone was ac- tually on the same page in this matter. In his review tonight of the summary report, Mayor Roe concurred with Ms. McCormick that it appeared incorrect. City Manager Trudgeon apologized and advised he would check it out. If it is in error, Ms. McCormick questioned how the results affected the credibility of the report. Mayor Roe expressed his hope that by fixing it, it would serve to establish that credibility. DianeHilden Hilden ,466 Bayview Drive Ms. Hilden agreed that she was a citizen, not a customer, and having reviewed the meeting notes from the Retreat, expressed her trouble in being called a cus- tomer. Along with the efforts of the CEC and HRC, Ms. Hilden noted that everyone was trying to change culture, and it could often take a long time. In the City Council using verbiage to describe things, Ms. Hilden opined that it often came across that residents were customers and the City was a business, which she did not find true. Ms. Hilden opined that the City was an entity, and the CEC was trying to be a proponent of having people look at becoming better and more involved citizens, even though the road may be bumpy and some things difficult to achieve. Ms. Hilden encouraged the City Council to give this more time, and send this document to its advisory commissions and the public, since their input also had value. Ms. Hilden opined that this was an amazing document, and she gave credit to the City Council for producing it, but also noted it may have many unforeseen