The City Council and the City Manager’s Office have put a real spotlight on customer service. The City’s employees continue to excel in service to our residents, but we know that there are always opportunities to improve or to provide them new tools to deal with difficult situations. Initially Ms. Logan will coordinate the delivery of the first round of training to all city employees. She will take full part in the development of the second and continuing training sessions in customer service.
“Ms. Logan will also develop a ‘one-stop shop’ track for large development projects or projects that are being led by someone unfamiliar with the development process, such as a small business person planning a building addition. The one-stop shop process will result in the Service Excellence Coordinator serving as the single point of contact through the plans review, construction and inspection process. Other communities have found this to better manage deadlines, improve communication and provide a coordinated approach for the contractor, design professionals and city employees. The City’s development team does an excellent job and we saw an opportunity to improve the process for both the city and the customer for the large projects and the small business person.”
Finally, Lyons said, “Ms. Logan will look for ways the City can increase its engagement efforts with our citizens.” The City currently provides information and seeks input through a variety of methods, including the programming on CityTV, citizen police and fire academies, neighborhood meetings and through Facebook and the city’s webpage, which are seeing terrific growth in participation. “We want to look for ways that can expand opportunities for residents to provide their ideas and vision about the future of our great city”, said Lyons.
The position will work out of the City Manager’s Office. The vacant position in the Planning Department will not be filled. The estimated expense for the promotion is $8,000, although the 2012 budget allowed for $15,000 in additional funding for the Service Excellence position.
Jim Crumley added, “The quality of the seven candidates was extraordinary. Each brought strengths and experience to the interviews, but Shannon is the best mix of experience, training and education for the challenging and varied work of this new position. The opportunity to work with her and utilize more of her strengths and abilities is very exciting.”
A native of Asheville, NC, Logan is an experienced planner, having worked in the field for eleven years. Prior to joining the City of Murfreesboro Planning Department in 2006, Ms. Logan worked for the City of Brentwood and the City of Gallatin Planning Departments. Ms. Logan graduated Magna Cum Laude from the University of Kentucky with a Bachelor of Arts Degree in Geography. She completed her Master’s of Public Administration from Tennessee State University in Nashville. Ms. Logan also holds a Paralegal Certificate from Southeastern Paralegal Institute.
Ms. Logan is a member of the American Planning Association and the Tennessee American Planning Association. In addition, Ms. Logan is a certified planner through the American Institute of Certified Planners (AICP). She is a 2009 graduate from Leadership Rutherford. Ms. Logan is a member of Hermitage United Methodist Church, where she has served for several years as a group leader for the Room at the Inn program. Her interests are traveling, architecture, and floral arranging.
