Office of Audit Services and Management Support

Z Code Enforcement Management Study Exit Conference Date: June 9, 2008 Release Date: July 9, 2008 Report No. 08-04M CITY OF ORLANDO OFFICE OF AUDIT SERVICES AND MANAGEMENT SUPPORT Beryl H. Davis Director George McGowan Manager Christopher I. Polke Strategic Performance Manager Ion Luchin Management Analyst TABLE OF CONTENTS Memorandum ......................................................................................... 1 Purpose/Objectives ................ 2 Background ............................ 2 Executive Summary ............................................................................... 4 Summary of Conclusions and Recommendations .. 6 Documentation Review ........ 11 Organizational Structure Analysis......................................................... 14 Performance Measurement System Review ......................................... 15 Customer and Employee Satisfaction .................. 19 Work Environment Analysis .................................. 21 Quality Assurance ................................................ 34 Employee Training ............................................... 35 Workday Structure and Operational Time Analysis .............................. 36 Attachments Attachment 1: Code Enforcement Division Organizational Chart (as of 12/14/2007) . 39 Attachment 2: Code Enforcement Division Organizational Chart (as of 06/09/2008) . 40 Attachment 3: ...