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Sanford plans stronger public-facing communications, new digital media role and customer‑service improvements
Summary
Commissioners asked staff to produce public decision trees, monthly metrics for permit times and to leverage a new digital media specialist to change the city's online narrative and improve resident-facing communications.
Sanford commissioners used a Feb. 18 work session to push for clearer public communications and a persistent social-media presence to change perceptions about permitting and services.
Commissioners described common frustrations: residents who do not follow permit steps, long or unclear plan-review timelines, and uneven follow-up across departments. One commissioner (Committee member S2) proposed a concise brochure or online guide that lays out the steps for common processes — fence permits, historic-home restoration, or opening a business — so applicants see required steps and documentation at a glance.
The commission also discussed a proposed digital-media specialist role to amplify positive outcomes and provide active, topic-based posts rather than relying on the city website alone. “The website is passive information,” a commissioner observed; commissioners suggested the new hire should produce short, frequent social posts that link to specific background pages (for example, permit turnaround metrics) and conduct regular ‘temperature checks’ of social feedback.
On customer service the group recommended practical changes: dedicated call‑handling capacity for billing and meter questions, added training modules for long-tenured staff, clearer escalation pathways so an applicant who receives an initial ‘no’ knows where to appeal, and public workflows showing successful and problematic paths. The Chair asked staff to prepare sample workflows and a one‑page public permit guide.
What happens next: staff will prepare examples of brochures/decision trees and a short plan for the digital-media specialist duties and metrics. The commission asked for permit-turnaround metrics that can be posted publicly to demonstrate compliance and help change public perception.
