Late in the summer of 2007, the Board of County Commissioners and County Administration tackled a growing problem in the Manatee County Building Department.  Over budget, with unacceptable customer service, unsatisfactory productivity, low morale and unfair expectations from the building community, the department desperately needed a new image and presented a challenge to overcome.

Resignations mounted as problems worsened around the department. It was time for a change. Then new County Administrator Ed Hunzeker created a solution by which the department would operate with a business approach, through applying sound business principles. Hunzeker instituted a renewed focus on customer service as a guiding principle.  He appointed as interim director, John Barnott, who had zero experience with the building industry, but who had a strong reputation for solid business principles and customer service

Over the next several months, employee teams were assembled and asked to create a streamlined approach in the department.  Significant gains were made in the basic areas of customer service and how customers were viewed.  The staff of the Building Department gained a better understanding of the financial impact of customer service and what it brought to the table.  The department was on the way to creating a dynamic organization driven to succeed.