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doing things to improve customer relationship with citizens. The other thing is that customers
would complain about billing, so we put a calculator online. So we gave them a way to know what
their bill should be and also engaged them through community meetings. I would have to get on
the ground to see what the issue is I guess. Some companies complain about the length of time it
takes to get a permit - and complain about the length of time.
6. Please describe a situation in which you had influence on increasing the effectiveness of
a team of people or a department. What measures did you take to contribute to
employee motivation and staff development?

We put in a new billing system and the billing department was having problems. I put a
team together. The biggest thing that I did is - when they had to work overtime I was
there, when they had to work weekends I was there. When things need to get done I like
to be a part of it. Last year we did employee engagement. The engagement really was
trying to communicate with employees what the overall objective and goals really were. If
you involve people in the decision making process they tend to work harder.

Several years ago we had a tornado come through Birmingham and took out 6,000
houses. Everyone had to report back to work and I was one of the first people there. I like
being involved, I like being in the middle of it and doing whatever can be done.

7. What is your experience working with mayors, elected officials, and their staffs? What insights
do you have about interacting with elected officials and working in a political environment?

Most of my career has been with elected officials. I like open and honest communication. When I
worked with the City of Birmingham my communication with the Mayor was "you call me anytime
you need me". For example, mayors on a couple of examples wanted to do some projects and I
supported them 70%, the other 30% he would have to pick up and support the rest of the project.
I like to be factual. You need to have the details to support the project. If they have details that
are unnecessary then they need to support hat last percent. We were not a City department but I
frequently went to meetings and also met with municipalities on those same issues.

8. What is your experience working within a union environment/with a unionized workforce/with
union leaders?

That is something that I have not done. The workforce of Birmingham is not unionized.
9. This position will interact with managers throughout the City as well as other
organizations and individuals throughout the community. How do you evaluate whether
they are receiving the expected level of service? What do you feel are some of the
challenges to achieving a high level of customer service?

Typically you are going to have some policies and procedures, but those policies and
procedures dictate how you work with people. I try to deal with people up front. If there
is a way that you can interact with people outside of the regulations than I will. I try to